Great tool for B2E companies
What do you like best about the product?
- workflow automator
- business rules for forms
- service request catalogue
- porta customization
What do you dislike about the product?
- customer chat support team
- analytics
What problems is the product solving and how is that benefiting you?
Freshservice helps create a great environment for big B2E companies. Its automation functionality is vast and can easily imitate AI.
Can upload the catalog easily and useful for ticketing
What is our primary use case?
You can connect the system to an IDR when you receive a call. That was an easy use case to implement. Also, you can use a ticketing system for internal tech support issues within the company. It was oriented toward both the end customer and the internal customer.
It improved the organization's workflow by making managing all the information and tickets in a single system much easier.
What is most valuable?
One of the things I liked about Freshservice was how easy it was to implement. While it doesn't have extensive customization capabilities, the available options are sufficient for certain sizes of companies. You don't need to customize your ticketing system much. Freshservice is a great solution because you can implement it very quickly. You can upload your catalog, and you're done in maybe a week or two.
What needs improvement?
I think it would be great if the tool had another version that is more customizable. From what I remember, there were some limitations regarding the number of assets you could track. In a more robust version, the number of assets increases, but I think it would be better to have something more customizable for all versions, especially the most robust version. This would be great for larger customers.
What do I think about the stability of the solution?
I rate Freshservice's stability as ten out of ten.
What do I think about the scalability of the solution?
I rate the solution's scalability a seven out of ten.
How are customer service and support?
I have contacted technical support. It wasn't very easy. Even as a retailer partner, sometimes it was difficult to get someone from tech support to address an issue, especially if it involved changing labels or fields. Getting support for these kinds of issues was challenging.
How would you rate customer service and support?
How was the initial setup?
The tool's deployment is easy. I rate it a ten out of ten.
What about the implementation team?
A customer can do it themselves.
What was our ROI?
In the Latin American market, companies may not generate the same revenue as American companies of similar size. Therefore, while the return on investment could be good for an American company, it might not be as significant for a Latin American company.
What's my experience with pricing, setup cost, and licensing?
I don't think it's expensive for the US or some European markets. Still, when I used Freshservice in Mexico, some customers found it a bit pricey, especially considering the platform's features. I think the pricing is fair for use in the European market, but it might be perceived differently in Latin America.
What other advice do I have?
I rate the overall product an eight out of ten.
Great product that can scale from small to enormous
What do you like best about the product?
Ease of learning and ability to scale out
What do you dislike about the product?
There are several functionality items that if added would save vast amounts of time due to repeated actions in a workflow or other processes.
What problems is the product solving and how is that benefiting you?
Work being abandoned/lost due to beingin an email form.
very good customer service and instant problem solving
What do you like best about the product?
very helpful and always resolved the problem on time
What do you dislike about the product?
now we have to go through email only.Before we could have contacted them via phone too
What problems is the product solving and how is that benefiting you?
managing user request /automation in workflow etc.
Great portal for Helpdesk support
What do you like best about the product?
Nice and easy to use, very user ferindly interface
What do you dislike about the product?
Notification are not accurate/timely whether its web portl or mobile app
What problems is the product solving and how is that benefiting you?
In my organization, all the queries from end users are related to technology and infrastructure.
Taking the pain out of managing, tracking and reporting on incidents and requests for service.
What do you like best about the product?
Very easy to set up, very easy to customize. Works without fail, and delivers value to the business.
What do you dislike about the product?
The limited customization of the Support Portal (would love to be able to incorporate the company colours / themes on the Support Portal).
What problems is the product solving and how is that benefiting you?
Keeping track of support incidents and requests logged by users (what needs to be done and by when). And being able to report on the business units / enitities in terms of number of incidents and requests logged.
Good service and nice product - Better then emails
What do you like best about the product?
The best thing about Freshdesk is its all-in-one solution for streamlined customer support. With intuitive interfaces, powerful automation, extensive integrations, and top-notch customer service, it offers everything businesses need to deliver exceptional support experiences efficiently.
What do you dislike about the product?
The mobile app need to have the ability to seach PO's and mark of items and recived.
What problems is the product solving and how is that benefiting you?
Emails and a shared workspace for a support team
Great ITSM for Small team
What do you like best about the product?
We use Freshservice in a small team and it works great for us. It is very easy to use. It provides all ITSM requirements. Overall it meets our requirement in IT, security and accounting team.
What do you dislike about the product?
So far we are happy with the product and don't have anything to dislike about it.
What problems is the product solving and how is that benefiting you?
It's a great reminder of the pending tasks. Assigning tags are so easy and helpful to find tickets.
A great platform for ITSM
What do you like best about the product?
The possibility of associating assets, incidents, problems, changes and managing it all.
Now with workspaces, more company departments are working with service desks.
There is a learning curve to understand freshservice, but it is very easy to use and we use it daily in our work routines. The possibility of carrying out API actions internally and externally is very versatile. Support always responds very quickly.
What do you dislike about the product?
Some parts of the software take longer to update, causing some problems when configuring the software.
For example, there is the possibility of creating custom objects, but it is not possible to use them in all forms.
What problems is the product solving and how is that benefiting you?
With freshservice we can manage IT incidents and the project team can manage demands efficiently. The actuarial and HR departments also use service management
Not Good for Smaller Customers
What do you like best about the product?
Nice integration between Ticketing & Asset Management. Automation of ticket classification works well. Relatively easy to set up and get going. We use it daily.
What do you dislike about the product?
Customer service is not great.
When we discovered that our data resided in the USA instead of AUS, we asked to have it migrated. They wanted to charge us $3000 USD to do it. When we asked for that to be waived as they never advised us & gave the option to migrate when the AUS data centre opened, they said they'd need to get higher approval.
After 8mths and several follow ups, we're still waiting for them to make a decision.
If you are a small customer, just hope that you don't need them to make a decision about something.
What problems is the product solving and how is that benefiting you?
Record keeping for incidents & service requests. Asset management.
Onboarding & Offboarding workflow.
