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A robust ITSM tool
What do you like best about the product?
It is easy to build and manage for the organization. It offers a lot of out-of-box functionalities that will suit even your complex processes.
What do you dislike about the product?
Nothing significant to dislike about Freshservice
What problems is the product solving and how is that benefiting you?
Building a solid process driven IT solution. The analytics is also very helpful so we can measure and improve.
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Herramienta perfecta para la gestión de incidencias
What do you like best about the product?
La posibilidad de poder tener disponible con un click, la vista de todas las incidencias activas. Tiene un módulo de análisis muy potente que permite obtener toda la información y métricas que se necesiten para mejorarel servicio ofrecido a nuestros clientes.
What do you dislike about the product?
algunas opciones de la configuración son dificiles de encontrar entra tantas opciones
What problems is the product solving and how is that benefiting you?
Nos ayuda a no dejar incidencias sin resolver ya llebvar un control y una gestión correcta del trabajo de los agentes
An Excellent Product for a Help Desk
What do you like best about the product?
The setup and tutorials are easy to understand and implement. The system itself is user friendly both the the admin and end user. There is very little upkeep required. The hardest part I found was getting users used to going to it to self help and search the help articles that are published.
What do you dislike about the product?
I have yet to find anything that I disliked. Everything has been positive, I have every confidence that if there was something that I disliked that I could easily communicate that to them.
What problems is the product solving and how is that benefiting you?
Providing a help desk that provides not only reporting of incidents but also library of help issues. It allows people to report incidents and find answers in their own time.
Freshservice has helped us up our game as a tech support team significantly.
What do you like best about the product?
The continued drive to improve the system is important and helpful. The changes and improvements help us improve our own practice as well.
What do you dislike about the product?
There are a lot of features that we don't use, maybe we should, regardless it seems to make it a little complex sometimes.
What problems is the product solving and how is that benefiting you?
A lot on the accountability front as a manager. I now assign jobs to specific techs, can see the timeliness of their response, view conversations, etc.
Reliable tool for incident management
What do you like best about the product?
The most usefull use of the tool is it can be access by mobile and laptop, providing the flexibility
What do you dislike about the product?
None as of now which create huge impact, but would really like cases Activities to be more detailed
What problems is the product solving and how is that benefiting you?
Helps in keeping track of case/incident ticket flow and sending notification to agent promptly
Pretty great product, responsive support.
What do you like best about the product?
The initial setup is rather simple compared to some other products I looked at. Other ones almost require help. Freshservice you can open an account and it starts in a functional state with many many adjustments you can make as the need arises.
Being able to use the workflow automator without a huge learning curve is great and super useful. But you can get super advanced with it as you get more used to its abilities.
Being able to use the workflow automator without a huge learning curve is great and super useful. But you can get super advanced with it as you get more used to its abilities.
What do you dislike about the product?
Asset management feels a little clunky and not as polished as some of the other parts of the product. Specifically, some of the things when creating custom assets seems to be a little buggy.
If you don't have to make any changes to the default assets it is all fine.
If you don't have to make any changes to the default assets it is all fine.
What problems is the product solving and how is that benefiting you?
We use Freshservice for IT ticketing and we are getting into some other business teams using it as ticketing. Asset management and getting into project management.
Easy to use
What do you like best about the product?
Sending emails by selecting appropriate terms is very easy to set.
What do you dislike about the product?
Mobile application and web view should be same.
What problems is the product solving and how is that benefiting you?
Lagging problem has been resolved as it was previously taking time to resolve.
Review for freshservice
What do you like best about the product?
The UI is friendly and easy to understand. The format and visibility is straightforward and less complicated. For beginners, it is easy to go and valuable.
What do you dislike about the product?
There is nothing it's all good as far as I have used it.
What problems is the product solving and how is that benefiting you?
Procees is very clear and easy to understand and browse.
Easy and simple tool
What do you like best about the product?
Simple and easy navigation. It is quick. Provides suggestions and also has formatting options
What do you dislike about the product?
Exploring yet. No issue has been experienced yet.
What problems is the product solving and how is that benefiting you?
It provides great tool for ticket handling
Powerful and Intuitive for IT Service Management
What do you like best about the product?
Great degree of flexibility and power to handle, deflect and automate ticket handling
What do you dislike about the product?
Hardest thing is keeping up to date with new features and enhancements
What problems is the product solving and how is that benefiting you?
Ticket resolution across multiple teams and distinct business areas.
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