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Freshservice Rocks!
What do you like best about the product?
Ability to convert incoming mails into tickets is super
Agent communication is very well.
SSO Login is a plus
Smartphone app plus instance realtime sync is fantastic
Agent communication is very well.
SSO Login is a plus
Smartphone app plus instance realtime sync is fantastic
What do you dislike about the product?
If more controls are given for users who are trying to configure workflow automations would be helpful
Also asset module can be expanded to show serial no of peripherals such as motherboard / harddrive and so on
Also asset module can be expanded to show serial no of peripherals such as motherboard / harddrive and so on
What problems is the product solving and how is that benefiting you?
prioritize tasks is now easier. notifications are automatically sent which is a plus. IT Support fulfilment is now trackable and it helps us to review and make sure best practises are followed.
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Freshservice for managing tickets
What do you like best about the product?
Freshservice is a best tickting tool for easy to use and monitoring receive tickets. It's Dashboard visualization is easy to understand.
What do you dislike about the product?
Freshservice AMC is little expensive to compare to other similer tickting tools products.
What problems is the product solving and how is that benefiting you?
Before Freshservice tool we was facing lots of issue to make a consolidate reports. Now we have download and create easily consolidate reports and present to management through visualization tools. Also In daily base we are receive tickets from cross-functional department to Freshservice single platform this is good for us.
One of the best ITSM Tools out there
What do you like best about the product?
Freshservice is a great tool for IT teams. It’s easy to use and has a lot of features that make it easy to manage tickets and keep track of everything. The interface is clean and modern, and the support team is always helpful and responsive. I would definitely recommend Freshservice to anyone looking for an IT service management solution!
They are sheeling out new features at a rapide pace ... some are even not on their roadmap and stems from listening the the user community.
They are sheeling out new features at a rapide pace ... some are even not on their roadmap and stems from listening the the user community.
What do you dislike about the product?
Some of our power users have been struggling with the functional support help that is provided, but it seems related to specific support agents because the overall consensus is that the platform and support is awesome.
What problems is the product solving and how is that benefiting you?
Complete IT Serivce management in one single platform for the same price as other really expensive helpdesk-only brand. The integration possibilities (i.e. Azure, Intune, etc.) are awesome and allow us to use automation to save on meaningless manual and repetitive labor.
Freshservice as a daily driver
What do you like best about the product?
The platform provides lots of options. Other than just a ticketing service there are tons of other options for managing an IT department, including workload measuring, project tracking, inventory and automation.
What do you dislike about the product?
Some basic things are missing from time to time. For example, in the ticket scheduler we can set up tickets to automatically open for routine maintenance, but you can’t trigger it on demand, so I had to create this template twice. Also, spell checking seems to not work, but not sure if that is just a browser issue on my end, even though I get this feature on other websites.
What problems is the product solving and how is that benefiting you?
Freshservice allows us to keep track of all IT workflow items, making this data easily available for all on the team. As a result of this and the included automation we are able to free up time for our staff to spend on action and less on documentation.
Powerful Service Desk
What do you like best about the product?
Lots of integration, lots of useful inbuilt features, and always getting better. Keep up the good work!
What do you dislike about the product?
No dark mode, seems like such a simple thing that would be so much more accessible to a lot of your demographic.
What problems is the product solving and how is that benefiting you?
We have a tiny team and a lot of moving parts. Using FreshService as our single-source-of-truth as a mentality have leveraged great agility and efficiency out of our teams.
Hard on the eyes but easy to use
What do you like best about the product?
I love the ease of use, in general I can find anything I need quickly
What do you dislike about the product?
There is no dark mode, it's far too bright
What problems is the product solving and how is that benefiting you?
It's designed as a ticket solution and that's our main use
Great ticket system for IT Support Role
What do you like best about the product?
Easy to manage tickets and requesters, as well as manage timelines associated and assign to appropriate agent. Great design and easy to use features and management.
What do you dislike about the product?
Lots of things to customize and tailor to your experience needed, but no tutorials or quick run throughs and I would say anything other than the basic ticket system has a steep learning curve
What problems is the product solving and how is that benefiting you?
The ability to categorize and que tickets and track them with all details major and minor making an IT support role easier and beneficial to manage tickets in an orderly fashion
Perfect for Company-Wide Communication and Organization
What do you like best about the product?
I was skeptical about switching from email based outreach to FreshService at first, but it has been incredibly helpful keeping track of due projects and outreach from our hospitals.
What do you dislike about the product?
I wish there was a darkmode :( but that's totally my preference! I wish there was a little better way to update some pathing and be able to delete retired service requests without messing up other ones.
What problems is the product solving and how is that benefiting you?
Easy way for users to communicate issues and for agents to keep track of their projects to do based off of tickets. Dashboards are incredibly helpful for keeping track.
Robust, thorough implementation of ITIL compliant service desk
What do you like best about the product?
Actively developed, great features released frequently
Highly available support team that are knowledgeable on the platform.
Robust API and integrations system. Robust workflow automation system. We have found lots of opportunities to customize and automate to meet our specific needs.
The onboarding and offboarding flows are fantastic!
Highly available support team that are knowledgeable on the platform.
Robust API and integrations system. Robust workflow automation system. We have found lots of opportunities to customize and automate to meet our specific needs.
The onboarding and offboarding flows are fantastic!
What do you dislike about the product?
The "analytics" is both really good and at the same time frustrating in it's limitations. I'd prefer if we didn't require a license for someone who wants to view those dashboards. The mechanism to generate regular, emailed reports is clunky and difficult to use. Hopefully these will see some improvements in future updates.
There is no concept of a service account. Any action taken by an integration or automation appears to be performed by the agent who configured that, which causes confusion and misleading "paper trails" at times. There really should be a "system" user who can own those actions.
There is no concept of a service account. Any action taken by an integration or automation appears to be performed by the agent who configured that, which causes confusion and misleading "paper trails" at times. There really should be a "system" user who can own those actions.
What problems is the product solving and how is that benefiting you?
It is our core app for inventory management, service request management, incident managment, and user onboarding and offboarding.
The ability to have a catalog of applications and custom workflows for each has been fantastic.
The ability to have a catalog of applications and custom workflows for each has been fantastic.
FreshService Is Our Favorite Coworker
What do you like best about the product?
Ticketing is easy for Users and Technicians!
What do you dislike about the product?
The downside of using FreshService is not being able to use it for more things!
What problems is the product solving and how is that benefiting you?
FreshService gives our users a solid platform to report their issues and our technicians a simple means to assist them efficiently. The knowledgebase functionality also gives our users many opportunities for self service.
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