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An easy yet powerful solution for IT Service Management
What do you like best about the product?
The application is very responsive and can be used intuitively. Support is great and new features and enhancements are added. It is not perfect in every sense, but on a good way.
What do you dislike about the product?
The API has some limitations and automation configuration has some limitations and inconsistencies. The gamification part is rudimentary.
What problems is the product solving and how is that benefiting you?
Issue and request tracking with handover and escalation.
Recommendations to others considering the product:
Use the trial.
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Satisfactory experience
What do you like best about the product?
Easy to contact the agent was assigned to my ticket.
What do you dislike about the product?
Our issue took about 2 months to get it fixed but what matters is that it is resolved
What problems is the product solving and how is that benefiting you?
IT, Systems, Office requests, Training support
Recommendations to others considering the product:
It is a very good Ticketing system that I would recommend to companies
Easy to use
What do you like best about the product?
We use Freshservice to keep track of issues that we have in our own software. It's a huge help that we now have one place where our people can report and track the progress of issues. When we have feedback or problems for freshservice they always help us is a quick and friendly way.
What do you dislike about the product?
Some translation are not completely correct.
What problems is the product solving and how is that benefiting you?
We use Freshservice to provide support within our company. previously people had too call in every issue. Now they can make a ticket themselves drastically increasing the time we have to actually fix the issues.
Quick service - Very helpful
What do you like best about the product?
Able to email and get a response back within the hour.
What do you dislike about the product?
Some solutions required are still under development
What problems is the product solving and how is that benefiting you?
Efficient and automated processes, help us manage hundreds of clients with a very small team.
Cool way to keep your support under control
What do you like best about the product?
Simple to use, great features to keep tracking of a support ticket.
What do you dislike about the product?
Plans are a little bit odd, also I would prefer a simpler interface, and fewer options when capturing a ticket (sometimes just adding a note is enough)
What problems is the product solving and how is that benefiting you?
We had lost track of customer support requests for our Saas, now we can keep everything well documented and we can give a better, faster solution to those requests.
Recommendations to others considering the product:
First, decide if you are going to use it for external customers or internal users. It's a world of difference in terms of configuration.
Quick and speedy assistance!
What do you like best about the product?
The time it took for someone to receive my request and respond was great, and even though there was correspondence back and forth my ticket was resolved in a few hours
What do you dislike about the product?
I can't say that there is anything that in dislike about the assistance I received
What problems is the product solving and how is that benefiting you?
This is the ticketing system that we use for internal and external users to submit tickets and service requests.
The best helpdesk software online!
What do you like best about the product?
It's easy to administrate and setup, flexible, robust, with a lot of benefits to offer a good helpdesk service.
What do you dislike about the product?
I have been found an improvement in the service. I was working on the knowledge base and I wanted to upload a file, but I have a limit for attachments of 15 mb, it would be great if this limit could be more higher.
What problems is the product solving and how is that benefiting you?
I have been able to offer a helpdesk service to customers in other countries. And I have been able to work on a much control service because I can have control of the agents and of the service that the provide to our customers.
Good for small teams.
What do you like best about the product?
Relatively easy after some review. The signup takes some time but I use it every day to create tickets for my colleagues to work on as well.
What do you dislike about the product?
Mention that the trial keeps users at Sprout level. I was under the impression that my use would terminate if I did not choose a package. Sprout works great for us though.
What problems is the product solving and how is that benefiting you?
We use freshservice for logging tasks, and small projects. As I work on a different shifts it's a fairly easy way for my Team LEader to communicate tasks to me.
One 360-degree ITSM solution with great support
What do you like best about the product?
We use Freshservice since 2015 as our internal ITSM solution for IT support, services-catalog, asset management, contract management, self service portal and reporting. Everything is combined in one unified solution. Freshservice is providing outstanding and very customer focused support. Freshservice is very flexible. There was nothing we couldn´t do with scripts and extenstions to fit our needs and to customize the product. The overall stability is very good, we had no! technical issue since 2015. Also one major requirement was to get a fully compliant cloud solution.
What do you dislike about the product?
To increase our internal end user happiness a professional translation of the product is very important. Freshservice is working on that now very focused.
What problems is the product solving and how is that benefiting you?
Creating an internal service catalog and using digital workflows and approval processes to deliver those services are a hughe improvement for agents and internal users. It helped alot to reduce the time solving problems and delivering IT services on both sides. It also changed the view on our internal IT department in a very professional way.
Recommendations to others considering the product:
Do a pilot. Im pretty sure you will be convinced from the overall product and support quality. From the very beginning the company is interested that your pilot will be successfull for you and they will help you to achieve that.
Been a user of FreshDesk and now FreshService at two jobs, very happy with the solution
What do you like best about the product?
FreshWorks offers a refreshing ticket/support experience by engaging directly with the requester. Sign in with Google is great for schools using Google Apps for Edu.
What do you dislike about the product?
Only complaint is that we need to upgrade to the mid-tier pricing for scheduled reports. The other features available at that price level are not beneficial to us but scheduled reports would be nice to have at Blossom.
What problems is the product solving and how is that benefiting you?
Replaced our legacy support system in a matter of days with FreshService.
Recommendations to others considering the product:
Make use of their free import service for legacy tickets. It can be scheduled over a weekend to give you a fast and efficient roll-out.
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