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Best helpdesk system I encountered
What do you like best about the product?
Workflow automations, helpdesk interface, extending Freshservice using Marketplace apps.
What do you dislike about the product?
Creating an automation that is more than basic 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.
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Good Design, Easy use and nice self FAQ Features
What do you like best about the product?
User-friendly interface: One of the standout features of Freshservice is its intuitive and user-friendly interface. Navigating through the system is easy, which helps save time and reduces the learning curve for new users.
Knowledge base and self-service options: The knowledge base feature in Freshservice enables users to access self-help articles, FAQs, and documentation, empowering them to find solutions independently. This helps reduce the workload on support teams and provides a better user experience.
Knowledge base and self-service options: The knowledge base feature in Freshservice enables users to access self-help articles, FAQs, and documentation, empowering them to find solutions independently. This helps reduce the workload on support teams and provides a better user experience.
What do you dislike about the product?
Mobile app limitations: Although Freshservice provides a mobile app, some users may find it to be lacking in terms of functionality and user experience compared to the web-based version. They may desire more robust mobile capabilities to manage tickets and collaborate while on the go.
Learning curve for advanced features: While Freshservice has a user-friendly interface, some users may find it challenging to grasp and fully utilize some of the more advanced features. A more intuitive onboarding process or additional training resources could help users get up to speed more efficiently.
Learning curve for advanced features: While Freshservice has a user-friendly interface, some users may find it challenging to grasp and fully utilize some of the more advanced features. A more intuitive onboarding process or additional training resources could help users get up to speed more efficiently.
What problems is the product solving and how is that benefiting you?
Knowledge sharing and self-service: Freshservice includes a knowledge base where organizations can create and maintain a repository of self-help articles, FAQs, and documentation. This empowers users to find solutions independently, reduces support team workload, and improves customer self-service capabilities.
Streamlined ticket management: Freshservice centralizes ticket management, allowing organizations to efficiently track, prioritize, and resolve customer issues. This streamlines the support process, reduces response times, and improves customer satisfaction.
Streamlined ticket management: Freshservice centralizes ticket management, allowing organizations to efficiently track, prioritize, and resolve customer issues. This streamlines the support process, reduces response times, and improves customer satisfaction.
Easy adaptable, User friendly, Improve customer satisfaction,Reduced SLAs,Recommended ticketing tool
What do you like best about the product?
One of the benefits of using Freshervice was that it allowed me to easily track customer satisfaction.
I could see how quickly I was responding to tickets, how often customers were satisfied with my responses, and what types of issues were most common. This information helped me to identify areas where I could improve my customer service. It also reduced ticket response times. I could assign tickets to my user agents within a short time. The UI is the best and also user-friendly. I can also make canned responses and KB articles which are helping me a lot to reduce SLA time.
I could see how quickly I was responding to tickets, how often customers were satisfied with my responses, and what types of issues were most common. This information helped me to identify areas where I could improve my customer service. It also reduced ticket response times. I could assign tickets to my user agents within a short time. The UI is the best and also user-friendly. I can also make canned responses and KB articles which are helping me a lot to reduce SLA time.
What do you dislike about the product?
Nothing found till now. I found that sometimes it stuck in between but it's ok. This is not a huge problem.It can be an issue because many agents are working at a time.
What problems is the product solving and how is that benefiting you?
Freshservice is benefiting me in a number of ways. First, it has helped me to improve the efficiency of my work and handling tickets. I am able to resolve service requests more quickly and easily, and I am able to identify and resolve the root causes of problems. Second, Freshservice has helped me to improve the level of customer service that I provide. My customers can resolve their tickets easily, which reduces the number of tickets that I receive. Third, Freshservice has helped me in printing tickets in a very easy way which is very helpful when needed also a feature of the watcher is best which keeps track of tickets that I want to see. I can also see the number of tickets I have taken and customize my dashboard.
Fast upgrade of your customer service
What do you like best about the product?
Freshservice was easy and quick to setup. It ensures we follow through on customer inquiries and requests and provides customers a status of their request.
What do you dislike about the product?
Their rapid upgrade process breaks features at times but they have always followed up to repair the damage.
What problems is the product solving and how is that benefiting you?
Provides visibility into our performance and gives customers insight to their requests.
Easy to use and have excellent features which makes easier
What do you like best about the product?
The auto-assignment feature and canned response feature are super helpful.
What do you dislike about the product?
There are no such features all features are very usefull.
What problems is the product solving and how is that benefiting you?
It makes tasks automated and very helpful.
Freshservice is very user friendly tool and easy to use.
What do you like best about the product?
The Freshservice tool very helps full in managing the ticket for agents. Using this tool we can handle tickets very well.
What do you dislike about the product?
As of now, I feel nothing is bad about Freshservice.
What problems is the product solving and how is that benefiting you?
After starting the use of Freshservice, we have easy to find the required details in a particular ticket. This is very beneficial for me because before using this tool I have always checked the details from the created sheet but after using this I can find all details in specific ticket
Freshservice is a great tool for communication between customers and support executives.
What do you like best about the product?
Freshservice is very easy to use, both for end users and for IT administrators. The interface is clean and intuitive, and there are plenty of helpful tutorials and documentation available.
What do you dislike about the product?
The mobile app is not as good as the web app. The Freshservice mobile app is functional, but it is not as user-friendly as the web app.
What problems is the product solving and how is that benefiting you?
Freshservice provides a central location where end users can submit tickets, track the status of their tickets, and get help from IT. This has made it much easier for me to communicate with end users and to resolve their issues quickly and efficiently.
I recently had a user who was having trouble with their computer. They submitted a ticket through Freshservice, and I was able to quickly resolve the issue by remotely accessing their computer.
I recently had a user who was having trouble with their computer. They submitted a ticket through Freshservice, and I was able to quickly resolve the issue by remotely accessing their computer.
Very good Experience
What do you like best about the product?
It is very user frandly and can be learn from any user.
What do you dislike about the product?
As of now, nothing is bad about fresh service.
What problems is the product solving and how is that benefiting you?
It is helping us to resolve the incidents raised by other users.
Way to connect to IT on timely manner
What do you like best about the product?
Documentation, System info, Device information, End user support, Licenses, and renewal, Combine services with 3rd party, Connect with Microsoft with the info.
What do you dislike about the product?
Still need to add options for the IT team meeting options, Few services are not yet connected (not huge so it is ongoing work so expecting in an year)
What problems is the product solving and how is that benefiting you?
They are quick over problem-solving if any of the IT members are facing some access. Resolving in a timely manner helps to service out internal members on time.
FreshService, an affordable all-in-one IT Helpdesk
What do you like best about the product?
We love the fact that the helpdesk and inventory system are all in a single place. It allows us to quickly track assets assigned to various users across our organization.
What do you dislike about the product?
They like to periodically change things that we don't use, but the UI changes impact other parts of the interface that we do. I understand the need for changes and improvements but sometimes would like an option to opt-out.
What problems is the product solving and how is that benefiting you?
We use Freshservice as the main helpdesk for our organization. It also hosts our inventory database and user self-help guides. It has increased our team's efficiency by giving us a quick, easy, and, most importantly, convenient way to interact with our users about tech issues.
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