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Extremely polished ticketing system
What do you like best about the product?
Powerful yet easy to use. At previous jobs I have also used Autotask, ConnectWise and Jira. Can safely say this is by far my favourite.
What do you dislike about the product?
Nothing major. Weird email setups on the user side can sometimes confuse the system and result in new tickets generated (instead of notes amended to existing systems).
What problems is the product solving and how is that benefiting you?
Service requests: Easy for us to create request items (e.g new desktop computer) and force users to provide all the required details to submit the request. Combined with powerful automation a lot of the ticket admin is done for us on many of our tickets.
Incidents: Nothing much to say here, create and use tickets to manage incidents.
Asset management: Track asset info, relationships, etc. using the CMDB.
Incidents: Nothing much to say here, create and use tickets to manage incidents.
Asset management: Track asset info, relationships, etc. using the CMDB.
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Very powerful tool
What do you like best about the product?
Dispatcher, service catalog, the ticketing system and scenario automation.
What do you dislike about the product?
not that i know off. But if i get to know, i will update my review
What problems is the product solving and how is that benefiting you?
Helpdesk ticketing, asset tagging, etc
Recommendations to others considering the product:
yes
Freshservice fits my company's needs perfectly
What do you like best about the product?
It's great having all of our helpdesk tickets and other requests all in one location/system for easy filtering and searching.
What do you dislike about the product?
I don't like how it doesn't seem possible to default (or save a Favorite) with certain criteria selected.
What problems is the product solving and how is that benefiting you?
We are solving our needs of using Freshservice as a helpdesk system. When users send an email to our IT department, these emails are automatically set up to create tickets in Freshservice.
FreshService
What do you like best about the product?
I like the ease of use
The ability to use the free account
The ability to use the free account
What do you dislike about the product?
Nothing at all we really like this product.
What problems is the product solving and how is that benefiting you?
We needed a help desk system but could not afford one. The ability to have a help desk system
Recommendations to others considering the product:
Like it
we hope to be able to find a way to fund the pay service soon
we hope to be able to find a way to fund the pay service soon
Awesome service
What do you like best about the product?
We switched from an in house solution to this and we couldn't be happier with the switch
What do you dislike about the product?
We are an MSP and I wish we could have portals not just for engineering but for all of our clients as well.
What problems is the product solving and how is that benefiting you?
Our biggest issue that we resolved is that previously we were able to close tickets without any kind of notes or time stamps and that was a huge issue for some of our engineers
Joe's Freshservice
What do you like best about the product?
integrates with a crm, chat and customer facing help desk service
What do you dislike about the product?
too many options make setting up intimidating
What problems is the product solving and how is that benefiting you?
handling internal bug squashing
Recommendations to others considering the product:
excellent support! probably the reason why i stayed. the setup can be a challenge otherwise. also, good integration with other freshdesk apps.
Great ticket tracker
What do you like best about the product?
I can submit and gain insight on my tickets via browser, email, or mobile app. Easy to use!
What do you dislike about the product?
Using the mobile app, when you reply, it always says Hi (your name). It's annoying.
What problems is the product solving and how is that benefiting you?
It's a centralized way to document tickets and get statuses.
Recommendations to others considering the product:
Ability to sort and filter better.
FreshService is extremely valuable
What do you like best about the product?
Freshservice has enabled my IT team to take control of our environment and provide great service to our customers. It provides visibility to both technicians and customers into the status of their tickets and allows us to manage our workflow.
What do you dislike about the product?
We've had some issues with multiple tickets being opened for each email reply...we need to work on that to see if it's our settings or if we need to work with Freshservice to find a solution.
What problems is the product solving and how is that benefiting you?
Previously the helpdesk was simply an email inbox. Incredibly inefficient. This has helped our team organize their work and provide better service to all clients.
Recommendations to others considering the product:
This is a super quick/easy solution to get in place and get up and running within a week or so. Keeps everything simple for the basic ticketing functionality.
Easy to setup and manage
What do you like best about the product?
Very simple setup and quick support. They offer lots of great tutorials to get running quickly.
What do you dislike about the product?
I never had any issues with the service. It was reliable and consistent.
What problems is the product solving and how is that benefiting you?
Easy service management. Easy tools to compare team members. Quick access to KPI for reporting to sr leaders.
Recommendations to others considering the product:
Give it a try. Its free and easy to try it out.
Easy to use help desk
What do you like best about the product?
It is easy to use, the creation of assets is a big plus. The exchange of information with my technicians makes it easier to keep track of the tickets.
What do you dislike about the product?
I cannot find the way to forward emails sent to my email, to the freshservice platform to become a ticket automatically (maybe I don't know who to do it, I am not 100% sure it is not available).
What problems is the product solving and how is that benefiting you?
Keep control of all maintenance service tickets.
Recommendations to others considering the product:
I would recommend exploring all its features before using it.
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