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Fantastic ITSM for a fantastic price
What do you like best about the product?
The API is fantastic for external integrations. When it's combined with the automator it can completely transform your ticketing workflows. Freshservice also supports a large amount of integrations, and for ones that don't exist the developer documents are very helpful with setting up apps and orchestrations.
What do you dislike about the product?
The only thing I dislike about Freshservice is the way that the fields are setup. Our organization doesn't use quite a few of the default fields and while you can hide them, I'd prefer the ability to remove them entirely. I also feel like the conditional logic in the ticketing forms could be expanded upon.
What problems is the product solving and how is that benefiting you?
We are a small team and Freshservice helps us automate simple fixes and other static workflows saving us time to focus on other more important issues. It also provides a fantastic analytics platform to track Help Desk work and performance.
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This product is easily configurable and can be used not just for IT needs.
What do you like best about the product?
We are now using Freshservice in many of the divisions at our Agency. The product allows us to build and capture the needed information to provide the best service to our end users.
What do you dislike about the product?
We have been able to configure the product to meet our needs and can't think of any downside.
What problems is the product solving and how is that benefiting you?
Freshservice allows us to track and be accountable to the Agency and provides metrics around our quality of service.
Other area's are also using the product and we are able to capture the needed requirements right in the system with no need to go back and forth with emails.
Other area's are also using the product and we are able to capture the needed requirements right in the system with no need to go back and forth with emails.
Easy to use.
What do you like best about the product?
The user interface is simple to understand. When viewing tickets and looking at the invetory list everything looks good.
What do you dislike about the product?
Some settings are hard to find. For example whit our IT Ticket use case creating projects is a tedious process.
What problems is the product solving and how is that benefiting you?
IT Ticket solution, inventory tracking, and analytic reports have helped improve our workflow making our team more productive.
It is a great ticketing system.
What do you like best about the product?
User experience and its API which makes it easy to integrate with other systems.
What do you dislike about the product?
User experience cab little more better and ease of provisioning accounts through API
What problems is the product solving and how is that benefiting you?
Freshservice makes the Incident management process easy and hassle free to manage
Affordable ITIL ITSM Solution that is constantly expanding
What do you like best about the product?
Appreciate the out of the box ITIL standards for ticket and service management, as well as the always expanding features. The features that it has brought on board in the last two years have made ot robust.
What do you dislike about the product?
Not quite as robust as a tool similar to service now that brings expanded features for alternative departments. Fresh has the potential to be an enterprise digital transformation platform, however they are not there yet.
What problems is the product solving and how is that benefiting you?
Out of the box ITSM solution unlike Zendesk that is just a helpdesk or ticketing system. The robust features for landing pages, problem management, integrated project managemern, incident and service request management make it a great tool for our environmentl.
Simplifies and streamlines our local IT operations
What do you like best about the product?
It's a simple and powerful tool to streamline all IT operations, from hardware overview to ticker handling. And with the new Workspace feature even more teams and processes can be automated and simplified. Overall, one of the best tools for IT Operations that I've worked with so far!
What do you dislike about the product?
Some parts of the automations are quite tedious or missing features. I would for one like to be able to call any field within the tenant for automation or creating child tickets for certain requests but currently to so require webhook/ API calls wich can be quite complex at times. Another feature I would like bigger improvements on is the Status page and to be able to create multiple pages and share with different groups based on what's relevant for that group.
What problems is the product solving and how is that benefiting you?
For me, Freshservice is solving most, if not all, problems revolving Enterprise IT Operations. From automating SaaS deployment to monitoring the hardware stack, handling tickets and tasks and even onboarding / offboarding flows. Right now I'm looking forward to the coming release of the Workday integration to fully utilize a full automation of the onboarding and offboarding flows!
Ticketing tool and easily accessible
What do you like best about the product?
For the past 1 year, fresh service help me keep everything easily accessible and efficient. I can share all the problems and have prompt ticket resolution. It is easier for our team to work together.
What do you dislike about the product?
Exceptional case.
and using a tool like this can feel less personal than talking directly calling and resolving the issue. Also we see more options like in mobile asset there is sim then imei then model then colour then weight which is not much required.
and using a tool like this can feel less personal than talking directly calling and resolving the issue. Also we see more options like in mobile asset there is sim then imei then model then colour then weight which is not much required.
What problems is the product solving and how is that benefiting you?
Freshservice allows me in tracking the issues via mails, web based portal, tasks, and questions in one place. Its more productive and benefits me for prompt support.
Fresh Service is a very efficient tool.
What do you like best about the product?
I like the Analytics page for starters. Very easy to create dashboards without having to download an excel sheet and then develop a report.
What do you dislike about the product?
Nothing really. It is a user friendly tool
What problems is the product solving and how is that benefiting you?
Well - as a HR team that gets numerous requests every day, it has helped us better support our staff and also has kept us efficient as a team
Well thought out
What do you like best about the product?
Freshservice is a tool that I really love. As a company who is growing and building an IT support team it had some pretty key features that were nice for managing a team. The cherry on top is the ability to modify built in tables with custom fields, and setup automations however needed. Another feature I really liked is when forwarding emails into freshservice it would set the requester on the ticket as the person who sent the intiall email, huge help.
What do you dislike about the product?
We winded up moving away from Freshservice becuase my team was offered a free tool as part of our RMM software, its no where near as good of a tool and now I revered back to handling alot of support on my to do list instead of a ticketing system, but I was outvoted.
What problems is the product solving and how is that benefiting you?
A great way to organize tickets and make sure things are getting addressed properly.
Freshservice una herramienta muy versátil para usar en Helpdesk
What do you like best about the product?
Lo que más me gusta de freshservice es que es muy fácil de usar, la verdad que es muy intuitivo, ademas que está al día con los estándares de Itil. Estoy muy contento con el uso de esta herramienta.
What do you dislike about the product?
Todavía no he encontrado algo que no me disguste de Freshservice, como indiqué anteriormente es muy versátil y se actualiza constantemente para brindar la mejor experiencia de usuario.
What problems is the product solving and how is that benefiting you?
En la empresa era muy difícil ver la trazabilidad de las incidencias que colocaban los usuarios, con Freshservice todo cambio, ya que la trazabilidad de las incidencias y las soluciones que brindamos se mantienen en el tiempo, además de que los casos se asignan de acuerdo al agente encargado de dicha aplicación, por otro lado, la configuración de SLA nos permitió atender los casos con la prioridad que se debe.
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