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Freshservice una herramienta de helpdesk muy facil de usar e intuitiva
What do you like best about the product?
The truth is that freshservice is an application that is very easy to use, intuitive and that updates all its modules as they observe the needs of users and the updating of ITIL standards.
What do you dislike about the product?
At the moment I can't find anything that I dislike about Freshservice, as I indicated I really like Freshservice for its ease of use and at the same time how robust it is with ITIL standards
What problems is the product solving and how is that benefiting you?
Previously, the help desk was very messy and delivered solutions very late and even some were not given, after using Freshservice all this improved since cases are organized according to their priority and thus they are attended to, apart from this traceability of the incidents can be seen in the same ticket and at any time, even after several years have passed.
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Freshservice a very versatile tool for use in Helpdesk
What do you like best about the product?
What I like the most about freshservice is that it is very easy to use, the truth is that it is very intuitive to use, and that it is up to date with Itil standards. I am really happy with the use of this tool.
What do you dislike about the product?
I have not yet found something that I dislike about Freshservice, as I indicated before it is very versatile, and it is constantly updated to provide the best user experience.
What problems is the product solving and how is that benefiting you?
In the company it was very difficult to see the traceability of the incidents that the users placed, with Freshservice all changes since the traceability of the incidents and solutions that we provide are maintained over time, in addition to the fact that the cases are assigned according to the agent in charge of said application, on the other hand, the SLA configuration allowed us to attend to the cases with the priority that is due.
Feature-rich and easy to use helpdesk service for your employees
What do you like best about the product?
The helpdesk interface is easy to use, there are many ways to automate recurring tasks and processes and there are many useful apps in the marketplace.
What do you dislike about the product?
Creating a complicated automation is not easy and will require a lot of trial and error.
What problems is the product solving and how is that benefiting you?
- IT ticketing system for employees and customers: Simplifies our workflow, each IT agent knows what to do and when, employees and customers get better service.
- Asset Management: When an employee is opening a ticket about an issue with their laptop, we can lookup that laptop right away and will be able to reference that ticket in the future via the laptop record.
- Orchestration: We can create workflows that automate our other systems, like adding a member to a Google Group or creating a Google Calendar event based on service requests that come to Freshservice.
- Asset Management: When an employee is opening a ticket about an issue with their laptop, we can lookup that laptop right away and will be able to reference that ticket in the future via the laptop record.
- Orchestration: We can create workflows that automate our other systems, like adding a member to a Google Group or creating a Google Calendar event based on service requests that come to Freshservice.
Organizado
What do you like best about the product?
Lo que mas me gusta de Freshservice es que su interface y su funcionalidad es muy intuitiva y facil de manejar o manipular tanto para el usuario final como para su administrador
What do you dislike about the product?
Para ser sincero hay pocas cosas negativas que pueda decir de Freshservice ya que lo utilizo a diario en mis labores y compañia, se me hace muy facil usuarlo por ende no hay nada que no me guste
What problems is the product solving and how is that benefiting you?
los principales problemas o incidentes que resolvemos con el Freshservice es de caracter tecnologico en la organizacion en la cual laboro, me ayuda hacer organizado y cumplir mis tareas a tiempo
An excellent ticketing system
What do you like best about the product?
The UI is very user friendly, allowing even first time users to undertand and implement workflows.
Also the Freshservice marketplice allow to add many useful integration to the already excellent base product.
Also the Freshservice marketplice allow to add many useful integration to the already excellent base product.
What do you dislike about the product?
The service request model does not allow a capillar management of the different cases, making the process automation more complicated
What problems is the product solving and how is that benefiting you?
It allow a to collect all company issues and incindents on a single platform, while also providing an automated onboarding / offbaording process for the user management
Fresh Service Review
What do you like best about the product?
The easy-to-use interface! I also like the layout!
What do you dislike about the product?
Lack of training material on how to fully utilize all of the features it has.
What problems is the product solving and how is that benefiting you?
It helps us to place the relevant tickets in the relevant queues right away without needing to dispatch them.
Excellent IT ticketing system
What do you like best about the product?
We really enjoy the customizability of the portal/ticket flows.
What do you dislike about the product?
I feel like features get added a little too frequently, and they can't be disabled. This causes unnessary menu items we never use.
What problems is the product solving and how is that benefiting you?
We use it as an internal IT ticketing system for 350 employees with 5 admins.
SSO with AzureAD works great and simplifies the process for new hires.
SSO with AzureAD works great and simplifies the process for new hires.
Freshservice _ Great Tool Adhering to All Departments
What do you like best about the product?
The way this tool provides the series of reports which will cover all the required aspects of the business requirements is the most best thing which i like in this tool.
What do you dislike about the product?
the most dislike thing about this tool is sometimes the tool behaves differently and the time taken to export the information from tool also changes day to day which makes an user confuse about the timings of export.
What problems is the product solving and how is that benefiting you?
communication of the issues being faced by clients in another technology are being addressed in this tool which is helpful like this tool is being helpful to store and respond to all those issues within stipulated period of time.
Very good tool for IT help desk management
What do you like best about the product?
Your ease of use and management of workflows, agents, information and support with the tool
What do you dislike about the product?
Sometimes the price is quite high, however its functionalities are very good
What problems is the product solving and how is that benefiting you?
The traceability of the cases that are received in the help desk, were not reflected, with Freshservice this improved, so much so that we were able to solve doubts of the end users regarding requests placed and resolved many months in advance.
Very powerful and feature rich application
What do you like best about the product?
Besides the fact that it offers all the features that an IT Support Helpdesk needs (Inventory, Catalogs of services, incident and service requests ticketing, but it also provides Projects management, excellent worflow automations, requesters and agents groups and roles, on boarding, as well as restricted groups and workspace that allow isolating access to sensitive data so that only autorized employees can reach. Excellent and flexible analytics.
Worth noting, the Freshservice support is extremely responsive, helpful and competent. You can even access agents' calendars to book a meeting which is extremely efficient especially when trying to create complex workflow automations. The Freshservice knowledge base is also very well populated and most of the time, you can find the answers you are looking for.
Very good and regular communication with clients about new features, tips or advice on how to improve not only our knowledge of the application but also our support in many ways including how to better interact with our own customers.
Worth noting, the Freshservice support is extremely responsive, helpful and competent. You can even access agents' calendars to book a meeting which is extremely efficient especially when trying to create complex workflow automations. The Freshservice knowledge base is also very well populated and most of the time, you can find the answers you are looking for.
Very good and regular communication with clients about new features, tips or advice on how to improve not only our knowledge of the application but also our support in many ways including how to better interact with our own customers.
What do you dislike about the product?
I find that there are so many features that navigating through the various "states" (incident tickets, service requests, projects management with sprints, admin functions, etc.) can be confusing until you have gained some experience. Mind you, I would not want to part with any of these features.
What problems is the product solving and how is that benefiting you?
Freshservice is so features rich that I yet have to find scenarios where it would not be able to meet at least a good part of a requirement. Also, with new features announced pretty much monthly (and selected for development based on popular demand) the application is regularly opening new possibilities.
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