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Freshservice as a helpdesk and Montioring agent
What do you like best about the product?
I like the ability to remotely monitor Systems outside my local network. This makes my job as a WAN administrator easy especially when i have to troubleshoot on the move. I am currently on the free plan as i have only 2 core administrators using it right now but in a few weeks i'll have a team of 9 users on board and will purchase a per user plan. I definitely recommend it for startups and SMEs
What do you dislike about the product?
I dislike the lack of integration with the rest of the freshdesk suites.
What problems is the product solving and how is that benefiting you?
I have been able to use it to managed parts of our Managed IT Service portfolio. It's more user friendly than Spiceworks and easy to train in. Developing a knowledge base for my clients i also very easy to accomplish.
Recommendations to others considering the product:
I have tried quite a few help-desk software but i stopped looking once i found the Freshdesk Suite. Combining FreshSales, FreshDesk and FreshService has been more than enough to fulfil my needs.
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Best kept secret in IT
What do you like best about the product?
The features and capabilities of FreshDesk is overwhelming evidence of their true experience. This is exactly what emerging IT company's need.
What do you dislike about the product?
Would like training. Also calendar help.
What problems is the product solving and how is that benefiting you?
Tracking types of tickets, discovering high support use from people or devices. Asset depreciation. Big company practice with few people!
Fresh Service Help Desk
What do you like best about the product?
It is easy to use and has great filters.
What do you dislike about the product?
Web page does not refresh automatically.
What problems is the product solving and how is that benefiting you?
It is easy for our clients to use and the filters make it easy to access tickets we need to look at.
Freshservice adds another dimension to the support experience
What do you like best about the product?
The intuitive interface cuts down the time staff and users take to get familiar with the product. Development requests are taken seriously - no lip service. Should you require support from Freshservice, their staff are literally eager to assist, and do so quickly - just what you want from a subscription based model. There are numerous useful features but you never feel overwhelmed - productivity does not come at a price.
What do you dislike about the product?
Nothing to dislike from my experience thus far. No product is perfect but Freshservice excel in ironing out any issues rapidly.
What problems is the product solving and how is that benefiting you?
Support desk: now solely based in Freshservice. 7 agents use the product extensively. We are planning to roll out the solution to other business support services soon, which is testament to its capabilities. We are using Freshservice to enhance the employee on-boarding/off-boarding and general helpdesk tickets. This is just the start as we plan to make it the business support services hub.
Recommendations to others considering the product:
Just buy it.
Smart, feature filled platform for streamlined support
What do you like best about the product?
Freshservice helps us provide great support to our staff. They include the right features without adding too much clutter on top. Our staff have taken to it very well. The Azure AD Single Sign On functionality was key to easy adoption in our organization. On the few times I have needed to reach out to support, they have been super responsive.
What do you dislike about the product?
Perhaps the tiers of service could be reduced to 2-3 instead of 4.
What problems is the product solving and how is that benefiting you?
Freshservice helps us to manage our helpdesk, inventory, and common faqs for our staff. Workload is now balanced more effectively between the IT staff.
Your search is over, modern service desk software at reasonable cost does exist.
What do you like best about the product?
Not just a help desk suite is asset management bolted, Freshservice feels like a holistic approach. Little touches like tags, 3rd party integrations with Slack and Google G Suite services and a highly customizable interface are a joy to work with.
What do you dislike about the product?
Not much, I've used a large number of software suites over the years that claim to do what Freshservice does, this is by far the best. I really haven't had any significant issues with this product or the company.
What problems is the product solving and how is that benefiting you?
Besides excellent incident tracking and easy reporting our asset tracking has gone from chore to minor task. The customizable portal has sped up our self-service efforts and we are months ahead of schedule.
Recommendations to others considering the product:
Get your help desk in the cloud and out of your data center, Freshservice has an excellent app, great reporting, great customer service and an intriguing gamification system.
Easy to create tickets
What do you like best about the product?
The user friendly interface is easy to work with.
What do you dislike about the product?
The text formatting for email notifications not working fine.
What problems is the product solving and how is that benefiting you?
Working on the iPad.
Best Help Desk Product
What do you like best about the product?
Easy implementation, user friendly, ticket submission any device any where
What do you dislike about the product?
Imported tickets from our previous application and their affect on performance reports. Inability to exclude them from current reports
What problems is the product solving and how is that benefiting you?
Overwhelmed support teams, ability to auto assign tickets and allow staff to work the problems instead of managing the tickets
A great cost effective service desk platform
What do you like best about the product?
The web based product is easy to set up and configure. Cost is on a per user bases that can be adjusted realtime and charges are prorated.
What do you dislike about the product?
Billing needs improvement. When adjusting user counts, I could sometimes see many bills in week.
What problems is the product solving and how is that benefiting you?
We route our customer voicemail and email requests through Freshdesk.
Great Helpdesk system
What do you like best about the product?
cloud system, easy to navigate, easy for the end user to submit tickets to (portal and email), administration of the system is very user friendly and straight forward as well
What do you dislike about the product?
advanced reporting part of higher cost plan, overall a great system and no other complaints.
What problems is the product solving and how is that benefiting you?
we can now use the system for metrics and reporting of our daily/weekly helpdesk activity.
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