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Freshservice is a qualtiy product
What do you like best about the product?
Freshservice has been the product needed to help organize our IT department. The CMDB, relationships, asset management, and change management have fortified our service and structured us in such a way to be successful.
What do you dislike about the product?
The only thing that has been inconvenient is the assets tracking where you pay by item. There are no alerts to let you know when you are getting close to your allotment and need to add additional licensing.
What problems is the product solving and how is that benefiting you?
The CMDB and relationship options have been great benefits for organizing our documentation and making sure our technicians know how our systems, services, and customers are all connected. The newly added project management is a nice feature. We are intrigued how that module may continue to grow in the future.
Recommendations to others considering the product:
Try out the trial and setup according to how you might use the product. Fresh service's support and sales reps are very helpful and accommodating.
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A help desk solution that works extremely well for our company
What do you like best about the product?
One of the best features we come to appreciate with Freshservice is the ability to manage our tickets remotely. Either from the mobile app or logged in from home through the browser, having the convenience of full visibility to all our tickets is critical. Not having to manage a local install or database is also something we've come to really appreciate.
Getting all the current updates that become available is also another great feature. Not having to worry about installing updates or maintaining the software is something we really enjoy in this Saas model.
Getting all the current updates that become available is also another great feature. Not having to worry about installing updates or maintaining the software is something we really enjoy in this Saas model.
What do you dislike about the product?
Personally I like to use Freshservice as a project management tool. Although this can be done 'as is' I'd like to see more features in the future that would tailor to using it not only as a help desk but to manage bigger projects not just related to IT but also Operations. Since the software was designed around the IT dept the functionality of it appears geared specifically for IT. It would be great to see some more well rounded features that could enable additional agents (let's say from the Operations departments) to be added to manage their own work projects.
What problems is the product solving and how is that benefiting you?
We're able to manage our IT staff more efficiently. We're able to have greater visibility of the work that's out there for our agents and also follow the thread of communications between the agent and requester. This is critical when we need to look back on an issue to see how well it was handled by an agent.
Recommendations to others considering the product:
If you're in the market for a new help desk and complete IT management solution then Freshservice is the right product for you. Give it a try.
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