External reviews
External reviews are not included in the AWS star rating for the product.
Great help desk system
What do you like best about the product?
Fantastic support, they are always available to help.
What do you dislike about the product?
The cost is high but you get a lot of features and value for the product.
What problems is the product solving and how is that benefiting you?
Very powerful and easy to use ticket system. Great support, always friendly and prompt. Freshservice is packed full of wonderful features especially the new workspace feature.
- Leave a Comment |
- Mark review as helpful
Exceptional Helpdesk System - A Game Changer for Efficient Support
What do you like best about the product?
One of the standout features of the Freshservice Helpdesk System is its intuitive and easy-to-navigate interface. Our support team was able to adapt to the system seamlessly, and even new hires have found it incredibly straightforward to use. This has led to a significant reduction in training time, allowing us to focus on what truly matters - delivering top-notch customer support.
The ticket management system is a game changer. The ability to categorize, prioritize, and assign tickets to specific team members has streamlined our workflow and ensured that no customer query goes unanswered. The automation options have saved us countless hours by routing tickets to the right departments and providing instant responses to frequently asked questions. This has not only improved our response times but also increased overall customer satisfaction.
Furthermore, the reporting and analytics tools provided by the Freshservice Helpdesk System have proven to be invaluable. The detailed insights into ticket volumes, response times, and customer feedback have enabled us to identify trends, areas for improvement, and opportunities for proactive customer engagement. This data-driven approach has allowed us to make informed decisions that have positively impacted our support strategy.
What truly sets the Freshservice Helpdesk System apart is its exceptional customer support. Anytime we've had a question or needed assistance, their responsive and knowledgeable support team has been there to guide us every step of the way. It's evident that they are dedicated to the success of their clients and are committed to continuously enhancing their product.
In conclusion, the Freshservice Helpdesk System has transformed our customer support operations and elevated our level of service. Its user-friendly interface, powerful features, and excellent customer support make it a must-have tool for any business looking to provide exceptional support to its customers. We are extremely satisfied with our experience and would highly recommend the Freshservice Helpdesk System to anyone in need of an efficient and reliable solution for managing customer queries.
The ticket management system is a game changer. The ability to categorize, prioritize, and assign tickets to specific team members has streamlined our workflow and ensured that no customer query goes unanswered. The automation options have saved us countless hours by routing tickets to the right departments and providing instant responses to frequently asked questions. This has not only improved our response times but also increased overall customer satisfaction.
Furthermore, the reporting and analytics tools provided by the Freshservice Helpdesk System have proven to be invaluable. The detailed insights into ticket volumes, response times, and customer feedback have enabled us to identify trends, areas for improvement, and opportunities for proactive customer engagement. This data-driven approach has allowed us to make informed decisions that have positively impacted our support strategy.
What truly sets the Freshservice Helpdesk System apart is its exceptional customer support. Anytime we've had a question or needed assistance, their responsive and knowledgeable support team has been there to guide us every step of the way. It's evident that they are dedicated to the success of their clients and are committed to continuously enhancing their product.
In conclusion, the Freshservice Helpdesk System has transformed our customer support operations and elevated our level of service. Its user-friendly interface, powerful features, and excellent customer support make it a must-have tool for any business looking to provide exceptional support to its customers. We are extremely satisfied with our experience and would highly recommend the Freshservice Helpdesk System to anyone in need of an efficient and reliable solution for managing customer queries.
What do you dislike about the product?
The team need to improve on Asset Management and Mobile Functionality same as web version.
What problems is the product solving and how is that benefiting you?
Technical Issues Resolution: The IT helpdesk is responsible for resolving technical problems that users encounter while using hardware, software, applications, and systems. This could include issues such as computer crashes, software errors, connectivity problems, and more. Rapid problem resolution minimizes downtime and frustration among users, allowing them to maintain productivity.
User Support and Guidance: Helpdesk staff provide assistance, guidance, and training to users who might be unfamiliar with certain software applications or technical processes. This boosts user confidence and ensures that technology is effectively utilized across the organization.
User Support and Guidance: Helpdesk staff provide assistance, guidance, and training to users who might be unfamiliar with certain software applications or technical processes. This boosts user confidence and ensures that technology is effectively utilized across the organization.
Freshservice is simple and user friendly.
What do you like best about the product?
Ability to add private notes.
I like the Tasks/Reminders.
Canned Responses.
Like the Assets and the information it provides about the devices.
Compared to all other( i have uses atleast 8 other ticketing system), Freshservice is the best.
I like the Tasks/Reminders.
Canned Responses.
Like the Assets and the information it provides about the devices.
Compared to all other( i have uses atleast 8 other ticketing system), Freshservice is the best.
What do you dislike about the product?
Only the webversion has the hard option to close the ticket without notifying the client(has to Shift + Close).
Where as the mobile app has directly a tick option wheer we can untick when we dont want to notify client.
Where as the mobile app has directly a tick option wheer we can untick when we dont want to notify client.
What problems is the product solving and how is that benefiting you?
Freshservice keeps updating regulary with features like Tasks/Reminders, etc.. which will help us to be more productive.
And our business finding it easy to use.
And our business finding it easy to use.
A practical and smart tool
What do you like best about the product?
I've used Fresh service for about 2 years, and what I like is that it's always smart and intuitive, making everyday life easier. Compared to others I've had experience with, it's always been the easiest and smartest to use.
What do you dislike about the product?
During my use over time, I missed some updates, such as new utilities and tools. But I noticed an improvement over that recently, with the arrival of new solutions.
What problems is the product solving and how is that benefiting you?
Freshservice solves a big problem we had at the company, which was agile and assertive communication to solve problems with our customers, and an appropriate request to measure our data, both for customers and employees.
Easy to use plus nice search and analytics.
What do you like best about the product?
I have used several ticket management systems and this one is most user friendly. Opening a ticket, reviewing information in a ticket (including attachments), commenting, and closing a ticket are very easy. Keeping up with your tickets, searching for tickets by keywords, and also keeping track of your completed tickets is also very straighnforward.
Though I don't use them often, the analytics in the dashboard are well thought out and useful for management and employees.
Though I don't use them often, the analytics in the dashboard are well thought out and useful for management and employees.
What do you dislike about the product?
Merging duplicate tickets is not straightforward. Also, right now our system is setup to create every request as an issue ticket, though they all aren't issues. It would be great to have options like service requests, etc. with possibly their own SLAs/path. This may be the way we have chosen to set ours up and not a tool limitation.
What problems is the product solving and how is that benefiting you?
Freshservice gives our employees and volunteers an easy way to put in requests for service and allows us to track requests and progress in a straightforward manner.
Freshservice Rocks
What do you like best about the product?
It is easy to navigate and the features are expansive.
What do you dislike about the product?
It something has slow response time and this may our network.
What problems is the product solving and how is that benefiting you?
We are able to track our tickets.
Fantastic at stream-lining support
What do you like best about the product?
How we can automate a lot of the functions we need to assigned tickets to the correct person/groups.
What do you dislike about the product?
Sometimes trying to figure out how to set up some of the features is difficult and the instructions unclear.
What problems is the product solving and how is that benefiting you?
Our organization did not have a ticketing service prior and this has streamline and improved our support ability to our teams.
Very happy with freshservice, substantial upgrade over previous ticket system
What do you like best about the product?
The greatest thing about freshservice compared to what we were using before is just the amount of data that is constantly accessible. The ability to create custom reports, search through tickets by pretty much any field, and customizable sorting methods have been great. In addition, the ability to automate a lot of tasks - such as categorizing/assigning tickets, certain processes that run at a set time every day, etc - as well as integrate with external resources (e.g. Asana) have been a huge time saver.
What do you dislike about the product?
I'm not a fan of how the back end is entirely hidden behind layers of abstraction. E.g. the workflow automator is entirely this cumbersome drag and drop flowchart thing, and I would much prefer if I could interact with it using a scripting language. In addition, when customizing the user portal while I can see the HTML, I am unable to see or interact with the data structures used therein. There have been many cases such as this where it would be very helpful to be able to directly interact with the back end.
What problems is the product solving and how is that benefiting you?
I work for an IT department at an electrical supply distributor, and we use Freshservice as a ticketing system to track and resolve technical incidents throughout the company. We moved to Freshservice from another ticketing system about half a year ago, and the level of automation possible in it has helped create efficiencies for our whole team.
Freshservice Could Be For You
What do you like best about the product?
The platform is based on the ITIL Framework, creating a space for process-agnostic workflows and solutions.
What do you dislike about the product?
Not all of the administrative modules offered on certain subscription levels may be useful for your team.
What problems is the product solving and how is that benefiting you?
We suffered from process and procedure fatigue when addressing Incidents and Requests and found Freshservice to be the best choice for our Team. The fact that the entire platform is structured in the direction of ITIL standards offers our IT Team the greatest chance to unify workflows within the context of process-agnostic methods ultimately arriving at cogent and agreed-upon steps.
A wild west of IT standards and policies, we escaped the insanity of siloed processes among different IT Teams. With Freshservice you can arrive at forming ITIL-based workflows that relieve Helpdesk Analysts, System Administrators, and the entire IT department of the differences on how to attack Problems, Incidents and Change Control.
Infrastructure and Software Development Teams can leverage the power of Freshservice to ensure everyone is on the same page to safeguard your End Users and reach solutions that contribute to better efficiencies.
A wild west of IT standards and policies, we escaped the insanity of siloed processes among different IT Teams. With Freshservice you can arrive at forming ITIL-based workflows that relieve Helpdesk Analysts, System Administrators, and the entire IT department of the differences on how to attack Problems, Incidents and Change Control.
Infrastructure and Software Development Teams can leverage the power of Freshservice to ensure everyone is on the same page to safeguard your End Users and reach solutions that contribute to better efficiencies.
Best ITSM Tool
What do you like best about the product?
Ease of use and UI/UX are very convenient. Loaded with lots of features which helps automate the ITSM processes.
What do you dislike about the product?
As such there is nothing to dislike about freshservice
What problems is the product solving and how is that benefiting you?
Providing the Service Desk for Ticketing to our customers and managing the tickets
showing 101 - 110