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Best ticketing system i've used
What do you like best about the product?
How simple it is to use. It's got everything you need.
What do you dislike about the product?
Sometimes i put updates on tickets and it doesn't update and says it hasn't updated. very rare though
What problems is the product solving and how is that benefiting you?
monitoring our inventory and which user is using what laptops.
Sla on tickets to make sure we are hitting them
Sla on tickets to make sure we are hitting them
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Solid Performance with Recent Hiccups
What do you like best about the product?
Freshservice's Key Strength: Seamless Ticket Integration with Freshdesk for Streamlined Cross-Department Communication and Effortless Service Catalog Setup.
What do you dislike about the product?
Recent Platform Changes Led to Frustrating Instance Reset: Transition Process Could Have Been Smoother
What problems is the product solving and how is that benefiting you?
Remove email communication between Sales and backoffice. Give agents responsibility and enable us to manage support Operations level agreemement.
Great product
What do you like best about the product?
The product is exellent. It captures the requirements of a service desk accuratly.
What do you dislike about the product?
Account Management. This is poor. Their internal process is not easy so when there is an issue with your account, it can take several weeks to resolve.
What problems is the product solving and how is that benefiting you?
IT allows us to track all of our IT tickets that come through to the service desk in a very easy to follow and manage way.
Simple yet full featured
What do you like best about the product?
Very configurable and customisable, with easy to read screen layouts and lots of features available.
What do you dislike about the product?
Some features can be complicated to configure, and setting up some 3rd party monitoring systems for alerts can be frustrating.
What problems is the product solving and how is that benefiting you?
Lack of IT incident and change management primarily, the system has greatly improved my team's ability and efficiency in all aspects from tracking, documenting and communication with staff.
Awesome support
What do you like best about the product?
It iscCustomizable. Also there is support chat.
What do you dislike about the product?
still needs to be more flexible in customization
What problems is the product solving and how is that benefiting you?
Forms and automation.
Great ticketing service
What do you like best about the product?
Customizable, good layout and easy to navigate & learn.
What do you dislike about the product?
Could have better integration with API systems. Also minor bugs with some automation.
What problems is the product solving and how is that benefiting you?
Allows new staff to quickly pick up the ticketing system, especially in comparison to other services that can take longer to learn and require
Fresh Service - Top Shelf ITSM software
What do you like best about the product?
While I use the softwartem for all Service Support ticketing, I really like the these threwe features best:
1. The KB: I like that I can use KB articles as prompts for our chatbot. Additionally, editing articles is a smooth process.
2. Onboarding: Our institution has fully automated our employee onboarding process using this module.
3. The Workflow Automators: I have automators in place across my functional units. The Lo Code editor is quite intuitive
1. The KB: I like that I can use KB articles as prompts for our chatbot. Additionally, editing articles is a smooth process.
2. Onboarding: Our institution has fully automated our employee onboarding process using this module.
3. The Workflow Automators: I have automators in place across my functional units. The Lo Code editor is quite intuitive
What do you dislike about the product?
I really dislike the "out of the box" UI portal. I had to do extensive custom HTML and CSS work to affect the branding look I needed. The portal should also have Lo Code functionality.
What problems is the product solving and how is that benefiting you?
FreshService is a critical component of my ITSM governance and administration. I am part of a higher ed startup and as the IT executive, I am also (currently) the IT staff. Without FS and a few other key softwares, I wouldn't be able to be a "one man show".
A well thought out helpdesk experience
What do you like best about the product?
Freshervice has a very intuitive interface that is easy to navigate. While the ticket systems in not revolutionary the ability to so easily connect it through out the system and to run easy automations on tickets and events make it a win.
What do you dislike about the product?
As a ticket system Freshservice gets the job done. They are tryning to expand the reach and at times they can be pushy about their new features when they are not fully ready.
What problems is the product solving and how is that benefiting you?
We were in need of a helpdesk and fresheservice filled that role. It organzied our workflow and made sure issues were dealt with and tracked. It makes sharing info between techs easier.
Quite possible that it is the best ticket system
What do you like best about the product?
Freshservice can be used as a central system to handle all communication with the requesters. This is very convenient, because no more mails have to be sent from other systems. Also, answers are immediately attached to the correct ticket and can be viewed by colleagues.
What do you dislike about the product?
It takes some time to understand the system behind Freshservice and to set it up the way you need it. This could be easier or there should be one or more wizzards.
What problems is the product solving and how is that benefiting you?
It helps to channel requests centrally, the person who has time to process tickets can take requests and process them. Thus, the control of the requests remains on the side of IT and not on the side of the requester.
Met Requirements Plus More
What do you like best about the product?
Automation and integration for Fresh Service are both pretty great. Covered everything I needed and informed frequently on new features and updates
What do you dislike about the product?
Some minor features are still missing (sorting by latest response, limited access to backend config, can't hide Agent names in Portal)
What problems is the product solving and how is that benefiting you?
Very helpful as a Service Desk, as well as Knowledge base for both customers and IT team.
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