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Easy to setup, easy to a administer, simply clever solution.
What do you like best about the product?
Whan I was searching robust but still simple and flexible helpdesk system, I was wondering that freshservice can be setup within 1 hour withou any request for support. And than, later on, when I wanted to improve or change anything, i can contact directly suppport, which was able to decide and solve.
Perfect and fast user interface
Perfect and fast user interface
What do you dislike about the product?
Not fully translated into czech, hope will be improved soon. And from process point of view, each time you create incidents, no chance to create service calls directly, only by changing type later on. It would be great to have possibility to make your own statistics and reports. But all this are just peanuts.
What problems is the product solving and how is that benefiting you?
Supporting our customers under strict SLAs and deliver them the best feeling of getting fast and proffessional support. And for that the effective communication is one of the key points of make them feel satisfied.
Recommendations to others considering the product:
It is really simple to implement and administer. You will not need so much support, I would say almost none. IT is user friendly, simple, flexible but still robust enought to cover ITIL processes. And I like the design a lot. And last but not least, they are still supporting you proactively, take care about your needs and really try to help you to improve their solution to correspond your needs.
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Great support
What do you like best about the product?
We use freshservice for our internal salesforce support. It's easy to use.
Dominic, a support engineer, helped us over the course of a few weeks on some forms we were creating with our HR team. He was patient, helpful, and attentive to our needs. He worked with us until we were satisfied with the forms.
Dominic, a support engineer, helped us over the course of a few weeks on some forms we were creating with our HR team. He was patient, helpful, and attentive to our needs. He worked with us until we were satisfied with the forms.
What do you dislike about the product?
There are some features that should be included, such as conditional logic for creating forms without code based solutions. It is a bit confusing to not have certain key features.
What problems is the product solving and how is that benefiting you?
Internal support is very clear and the surveys sent out are very easy to use. We are able to have different helpdesks that work together and we can reassign if we need to.
Using it for over a year
What do you like best about the product?
The overall experience of using fresh service has been brilliant. The customizations and automation levels available on this tool are simply amazing. The best part about this tool is their support, they don't keep you hanging and are always on their toes to resolve your queries which makes it easier for the customer to actually manage their account. Brilliant team and a brilliant tool.
What do you dislike about the product?
There has been no moment wherein their response has been delayed or their system has broken. So no complaints
What problems is the product solving and how is that benefiting you?
So we have multiple clients for our managed services program. So all the issues, service requests,changes,releases etc can be tracked in the form of tickets and thus make the overall flow of the team better.
Recommendations to others considering the product:
If you wish to have a complete ITSM tool with a great UI and a defined workflow you should definitely consider using freshservice
Simple yet powerful backed by strong support
What do you like best about the product?
1. Support: The staff is super responsive and prompt.
2. Pricing: Competitive pricing when compared to others in the similar domain.
3. Ease of Use: The software is pretty easy to configure, customize and get started for agents as well as end users.
2. Pricing: Competitive pricing when compared to others in the similar domain.
3. Ease of Use: The software is pretty easy to configure, customize and get started for agents as well as end users.
What do you dislike about the product?
Nothing that we have come across yet.
What problems is the product solving and how is that benefiting you?
Since the adoption of Freshservice we realised;
1. Earlier for every simple requests even as simple as password requests, the IT team were loaded with emails. However since configuration of the knowledge portal on Freshservice we were actually able to avoid upto 30% of the common requests by the smart suggestions offered when raising tickets.
2. Using automations, we were able to avoid manual interventions in assigning tickets to the respective stakeholders and ensuring prompt response & service to end users.
3. We have also been able to track our IT assets within the organisation effectively using the discovery agent.
4. The service catalogue is another great feature which is also used by other divisions in our organisation such as HR & Finance for requests from the employees.
1. Earlier for every simple requests even as simple as password requests, the IT team were loaded with emails. However since configuration of the knowledge portal on Freshservice we were actually able to avoid upto 30% of the common requests by the smart suggestions offered when raising tickets.
2. Using automations, we were able to avoid manual interventions in assigning tickets to the respective stakeholders and ensuring prompt response & service to end users.
3. We have also been able to track our IT assets within the organisation effectively using the discovery agent.
4. The service catalogue is another great feature which is also used by other divisions in our organisation such as HR & Finance for requests from the employees.
Recommendations to others considering the product:
We highly recommend Freshservice to any Organisation looking to implement an economical IT help desk software. It is easy to configure & also scalable as your organisation grows. The support staff is super responsive & prompt. Give it a try!!
Solid system for internal support
What do you like best about the product?
Before FreshService, our requesters were unable to create tickets via email. This feature is available with FreshService, which is a great thing.
The ease of use for setting up FreshService allowed me to set up the basic configuration rather quickly. FreshService allows us to create our own way of work quite well.
Another great part is the quick and good support that we receive.
After one and a half year, I can still confirm the same!
The ease of use for setting up FreshService allowed me to set up the basic configuration rather quickly. FreshService allows us to create our own way of work quite well.
Another great part is the quick and good support that we receive.
After one and a half year, I can still confirm the same!
What do you dislike about the product?
There are no dislikes so far about Fresh Service.
What problems is the product solving and how is that benefiting you?
We are using the system with multiple seperate departments such as IT, Infrastructure, SAP, HR and other internal support groups. It's possible to have a seperation between those departments. This means that I am the general administrator for each department when it comes to the configuration. Thanks to that, the other departments don't need to get technical with FreshService!
Recommendations to others considering the product:
Incredible ease of use.
Great support from the entire FreshService team. Good communication, follow up on issues, follow up and information about feature requests or new features in general!
Great support from the entire FreshService team. Good communication, follow up on issues, follow up and information about feature requests or new features in general!
Flexible and robust Service Desk system backed up with great customer support
What do you like best about the product?
The system is very flexible.
Practically you can do everything inside, all service desk processes could be covered. Even for some processes you have choice how to realize them.
I will definitely recommend Fresh Service system, not only because it is robust Service Desk system, but also because the Customer Support is on very high level. They provide very customer oriented, fast and professional support.
Practically you can do everything inside, all service desk processes could be covered. Even for some processes you have choice how to realize them.
I will definitely recommend Fresh Service system, not only because it is robust Service Desk system, but also because the Customer Support is on very high level. They provide very customer oriented, fast and professional support.
What do you dislike about the product?
There is nothing to dislike, just you have to dedicate some time to learn all functionalities and to understand how you can utilize them.
What problems is the product solving and how is that benefiting you?
We are using Fresh Service for Service Desk system.
Excellent Service throughout our rollout
What do you like best about the product?
Very responsive and proactive service.
Staff are always helpful and willing to go the extra mile.
The price, considering the alternatives out in the marketplace is quiet reasonable and I was happy with the mobile layout of the iPhone and Android- everything you need as an end user is there.
Software is also quiet easy to use and staff are overall happy with its intuitiveness and speed.
Staff are always helpful and willing to go the extra mile.
The price, considering the alternatives out in the marketplace is quiet reasonable and I was happy with the mobile layout of the iPhone and Android- everything you need as an end user is there.
Software is also quiet easy to use and staff are overall happy with its intuitiveness and speed.
What do you dislike about the product?
Nothing really. I was slightly tricky to set up, but nothing a regular person can't do,.
IOS/Android app is purely for the FreshService administrator. I eagerly await full SSO integration
IOS/Android app is purely for the FreshService administrator. I eagerly await full SSO integration
What problems is the product solving and how is that benefiting you?
Having a call management system, which will allow to better identify, anticipate and re mediate issues.
Recommendations to others considering the product:
Easy to use and (relatively) affordable
Efficient and simplified Service Management - saved us a lot of effort and manhours.
What do you like best about the product?
Chargebee chose Freshservice as its ITSM solution to help organize its processes and streamline its change, release, and incident management. Freshservice’s simple and efficient user interface, AWS integration, elegant UI to track incident management and advanced reporting features were ideal for supporting Chargebee’s DevOps scenario. We were able to prioritise and tackle issues, and efficiently map errors to any change, and Freshservice’s robust system simplified the process of tracking changes. Freshservice has ensured that our operational data is available to us at any point of time. It has saved us a lot of effort and man hours.
What do you dislike about the product?
We have not found anything that we dislike.
What problems is the product solving and how is that benefiting you?
Chargebee automates tasks like recurring billing, invoicing and payments for SaaS and subscription businesses, needed to manage its DevOps environment, and globally improve its operations and service delivery experience to be PCI compliant. Which means, the application had to handle, consolidate and track errors diligently.
Since the implementation of Freshservice, Chargebee has built its processes from scratch with the solution – right from welcoming a new employee aboard, with everything they need to get started, to setting up incident, change, and release management processes. Apart from these predominant improvements, following are the other areas where Freshservice has helped in improving Chargebee’s processes such as:
Ability to record changes
Automation to regulate and streamline processes
Being in the sensitive fintech space, Chargebee benefitted from the approval system in place to easily trace who initiated and approved what change and rollback the changes if something was not right.
Ensure seamless transactions
Since the implementation of Freshservice, Chargebee has built its processes from scratch with the solution – right from welcoming a new employee aboard, with everything they need to get started, to setting up incident, change, and release management processes. Apart from these predominant improvements, following are the other areas where Freshservice has helped in improving Chargebee’s processes such as:
Ability to record changes
Automation to regulate and streamline processes
Being in the sensitive fintech space, Chargebee benefitted from the approval system in place to easily trace who initiated and approved what change and rollback the changes if something was not right.
Ensure seamless transactions
Simple and my whole team loves it!
What do you like best about the product?
Incorporates ITIL Framework.
Quick and easy to use.
Customisable forms, emails, and service portal.
Lots of good documentation.
Support and sales staff were very professional.
Quick and easy to use.
Customisable forms, emails, and service portal.
Lots of good documentation.
Support and sales staff were very professional.
What do you dislike about the product?
Reporting functionality isn't too customisable but I have talked to the support rep and they're planning to upgrade the reporting features this year. Not much else I could find wrong.
What problems is the product solving and how is that benefiting you?
My team is trained in ITIL and we were previously using SCOM to handle our service tickets and incidents. SCOM was much too slow and complicated for a small team like ours. We were looking for a product to handle our service tickets and incidents quickly, while capturing the most amount of useful information to show through reporting. Freshservice does a great job of all of this and we're very happy with it.
Recommendations to others considering the product:
If you want simple, easy-to-use, and aesthetic, this is the one to go with. The big winner for me was that they incorporate ITIL.
Flexible Platform
What do you like best about the product?
Fresh Service is one of our main relailble systems that we're using. But I like their flexibility in developing new methods and techniques to facilitate our processes.
What do you dislike about the product?
We just need to have particular timelines for the new plans or modifications.
What problems is the product solving and how is that benefiting you?
Automation is my part and most of my my business are relying on.
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