Freshservice
Freshworks Inc.External reviews
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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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