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Quick support service response
What do you like best about the product?
Very quick support responses to tickets and
What do you dislike about the product?
nothing to dislike, everything about the service is great
What problems is the product solving and how is that benefiting you?
Ease of managing and tracking tickets
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Great Job Shyam!
What do you like best about the product?
How informative and quick the responses were from Shyam! I love the fact of the chat! The Chat feature on the site is extremely helpful and makes things a lot easier to get resolved.
What do you dislike about the product?
Nothing as of now! We have no complaints. We seem to have everything we need as of now. We are excited to see the new features as the tool set grows.
What problems is the product solving and how is that benefiting you?
It is helping us be more organized. Excited to see the future of FreshService and how much it is going to grow!
Recommendations to others considering the product:
I would do it! Take the risk! You can customize the software to what your team needs and organize your environment!
Freshservice
What do you like best about the product?
Very fresh platform with frequent updates. The responsiveness of their service/support team is impressive. As with any platform, there are areas we would like to see improvements and change, but overall it is a complete system that is meeting our needs.
What do you dislike about the product?
No real dislikes. I would like to see more focus on reporting and notifications. There are many features available in their sister product, Freshdesk, that would be greatly appreciated as part of Freshservice.
What problems is the product solving and how is that benefiting you?
Improving Service Levels is the biggest advantage FS brings to our team and company. We hope to use the product more fully in the future to further improve our customer experience.
Think Customer is the motto
What do you like best about the product?
ITIL framework standard being followed
very easy to administer and set up
very easy to administer and set up
What do you dislike about the product?
There is nothing to dislike about this product.I have used Service now in my previous organization and fresh service is a much simpler version catering to same needs.
What problems is the product solving and how is that benefiting you?
tracking and catering to large number of users on technical support.Its very efficient and easy tracking.Also,we are using change management to record changes in IT environment.
Recommendations to others considering the product:
Yes I have informed to other consumers
FreshService Review
What do you like best about the product?
The Support Service is excelent, we have a lot of hours of diference and the support is very nice. The agents of FreshService always have a nice answer to our requisitions.
What do you dislike about the product?
FreshService does not have a BPM System, At this moment, we really need BPM system and if FreshService had BPM System It would be a dream.
What problems is the product solving and how is that benefiting you?
The follow up for all the requisitions inside INCAE, we have all the services of each department inside INCAE in our helpDesk. We solve a lot of problems with our Service Catalog
Recommendations to others considering the product:
Read about the structure and vision of FreshService, is very important to work in the same direction.
Simple to use ITIL cloud-based incident and change management system
What do you like best about the product?
Simple to use, no need to install software onsite, knowledge-base for user and agents is well implemented, allowing users to see solutions as they raise an incident. Constantly updated to add new useful features.
Active Directory integrated for user accounts
Active Directory integrated for user accounts
What do you dislike about the product?
Asset management doesn't currently tie into our existing software deployment/inventory systems - Jamf Pro and ManageEngine Desktop Central.
Removing requesters needs some improvement - uploads well from Active Directory but down't manage leavers
Removing requesters needs some improvement - uploads well from Active Directory but down't manage leavers
What problems is the product solving and how is that benefiting you?
Change management - has moved us away from using spreadsheets to manage change and the ability to link a change to an incident is great
Incident management - handling of incoming incidents and customer communications
Incident management - handling of incoming incidents and customer communications
Recommendations to others considering the product:
The pricing plan makes it easy to start using features at a reasonable cost and you only need to upgrade if you need additional services or functions. We're currently using the Blossom package which works well for a base of around 300 users.
A Solid Service Desk Tool
What do you like best about the product?
Freshservice provides some of the best features for my managed services business. It allows me to integrate my tools, provides API Access so I can interact automatically with the product, and provides a central location for all interactions with my customer(s).
It allows integration with my Office 365 Subscription and Azure Active Directory so my service agents no longer have to remember multiple user ID's and Passwords. The ability to customize multiple portals has been really beneficial with my customers as well.
Finally, the service representatives have been *really* helpful when I encounter something that I need help with. I've really customized my environment and they have been able to work through some issues and put me on the path to utilizing the environment significantly.
It allows integration with my Office 365 Subscription and Azure Active Directory so my service agents no longer have to remember multiple user ID's and Passwords. The ability to customize multiple portals has been really beneficial with my customers as well.
Finally, the service representatives have been *really* helpful when I encounter something that I need help with. I've really customized my environment and they have been able to work through some issues and put me on the path to utilizing the environment significantly.
What do you dislike about the product?
The reporting capabilities are the one area where Freshservice could stand to improve. I've taken to exporting the summary data out every 15 minutes using the API so I can provide realtime trending and alerting based upon some common capacity management algorithms for my staff. Microsoft's Power BI is (effectively) free, and I've been waiting almost 2 years for integration; instead I'm exporting that data to an SQL file and then correlating that with trends over a 30d, 90d, and 180d projection window.
Again, the support team is completely forthcoming regarding this capability and regularly talk with me about how/why my team would use Power BI.
Again, the support team is completely forthcoming regarding this capability and regularly talk with me about how/why my team would use Power BI.
What problems is the product solving and how is that benefiting you?
The Business problems are numerous as a Managed Services Provider. By implementing their solution for my team, I've been able to leverage cloud-based resources instead of building that environment in-house. Beyond that, I've been able to consolidate all operational customer interaction into a single, predictable experience that my customers appreciate. When coupled with the native integration with my tools, the customer experience is one factor that has helped us achieve 300% year-over-year growth.
Great Helpdesk Software
What do you like best about the product?
Very easy to setup and administer.
Attentive and helpful support.
Clean interface and easy to navigate.
Attentive and helpful support.
Clean interface and easy to navigate.
What do you dislike about the product?
More options to customize. Some fields are locked down. Also, would like more customization options for the portal without having to know HTML.
What problems is the product solving and how is that benefiting you?
Organizing and tracking helpdesk requests. Our previous process was to just email the IT team. That resulted in a mess and things got lost. Now, we're much more organized and the end user has a better experience.
Great platform for any size IT department
What do you like best about the product?
Ease of implementation. Ease of use. Users adopt it very quickly and appreciate being kept in the loop of where their issue stands. Makes the management of fleet devices as simple as it could be, the ability to easily create custom reports to find the information you are needing is very useful and easy.
What do you dislike about the product?
Lack of clarity on HIPAA compliance, the company actively markets to healthcare companies yet doesn't comply is current HIPAA regulations creating a burden on clients who need to adhere to these standards. Customers who need to maintain total HIPAA compliance will need additional in house policy and procedure to prevent entry of PHI into the system by end users. Currently, we have a filter mailbox setup so tickets need to be manually reviewed before being pushed into Freshservice. The company has provided no timeline that I am aware of at the time of this review for when they intend, if ever, to become fully 100% HIPAA compliant and be will to enter into a HIPAA BAA. This is my only complaint about this product, however it's a pretty big one.
What problems is the product solving and how is that benefiting you?
Tracking and trending of company IT-related incidents and service requests. Management and real-time tracking/reporting of company technology assets.
Recommendations to others considering the product:
If HIPAA compliance is a concern please note Freshservice will not sign a BAA so you will need to implement policy and procedure to de-identify information prior to entry into the system. In my experience, they have been unwilling to supply a timeline for when they will become fully compliant. Because of this, we have had to implement additional steps to prevent PHI entry into Freshservice. If we didn't have to do this extra bit of work, the product would be phenomenal.
Great Product and Customer Service
What do you like best about the product?
Functionality and Customization to tie all features into an easy to use interface. Automation where I can have many tasks and processes automatically assigned to the correct users. I can also implement more departments issues and tasks into one system and assign agents to specific roles.
What do you dislike about the product?
I would like more integration with custom fields from service requests with dispatcher.
What problems is the product solving and how is that benefiting you?
Asset tracking and Ticket work flow. We are saving time with having many of our work flow tasks automatically assigned and directed to the correct departments/people.
Recommendations to others considering the product:
Making sure to understand all functionality and features before integrating to get the most out of the product. Setting up as much automation as possible.
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