External reviews
External reviews are not included in the AWS star rating for the product.
Freshservice - A Quickly Evolving Service Desk Product
What do you like best about the product?
Over my IT Career, I've had opportunity to work with a variety of service desk systems. From solutions as simple as trying to keep track of emails hitting my mailbox directly, to free solutions like Spiceworks, and a few paid products along the way (ZenDesk, EasyVista, and others).
Freshservice does a great job living up to the "Fresh" portion of their name. With a ton of options for Integration with other products, a comprehensive end-to-end "Single Pane of Glass" system for tracking all of your assets (hardware, services, the systems that POWER those services, software, and more), alerts, automations, trackers for Changes, Releases, and Problems, and more - Freshservice can really help keep track of everything you need to manage not just your IT Services, but company-wide services like HR, Accounting, Facilities, and more.
As a company they're also very responsive to customer feedback. While development takes time and new requests have to be slotted into their roadmap - we are new-ish customers (not quite a full year using the product), and a few items we've asked for are already showing on the roadmap for the coming months.
Freshservice does a great job living up to the "Fresh" portion of their name. With a ton of options for Integration with other products, a comprehensive end-to-end "Single Pane of Glass" system for tracking all of your assets (hardware, services, the systems that POWER those services, software, and more), alerts, automations, trackers for Changes, Releases, and Problems, and more - Freshservice can really help keep track of everything you need to manage not just your IT Services, but company-wide services like HR, Accounting, Facilities, and more.
As a company they're also very responsive to customer feedback. While development takes time and new requests have to be slotted into their roadmap - we are new-ish customers (not quite a full year using the product), and a few items we've asked for are already showing on the roadmap for the coming months.
What do you dislike about the product?
For all that Freshservice is making very timely implementation of new services and features, some of their existing implementations can feel a bit forgotten - or be left with limitations that can be difficult to understand how certain decisions were made.
One example is the purchase order system - which only allows for 15 line items to be tied to a purchase order.
Freshservice support and success agents can also be very hesitant to offer up any sort of "Best Practice" guidelines - often responding to "Should we do things or " questions with a well-intentioned, but sometimes frustrating "Whichever way you think is best."
One also need not look too deeply to find a few inconsistent UI/UX experiences. If you add time to tickets - the "stopwatch" feature has "Start" and "Stop" text. If you do the same in a Change Item - it's a stopwatch that toggles red/green.
These aren't show-stoppers... but they do marr the experience a fair bit.
While Freshservice has implementation and customer success experts - we are investigating (and I recommend) Freshservice Partners to help consult and implement portions of the product. We expect that partners will have their own recommended Best Practices as a Value-Add for their services.
Lastly, Freshservice does a great job of documenting how to enable features... but we do find their documentation on how to use a feature once its enabled to be pretty lacking.
One example is the purchase order system - which only allows for 15 line items to be tied to a purchase order.
Freshservice support and success agents can also be very hesitant to offer up any sort of "Best Practice" guidelines - often responding to "Should we do things
One also need not look too deeply to find a few inconsistent UI/UX experiences. If you add time to tickets - the "stopwatch" feature has "Start" and "Stop" text. If you do the same in a Change Item - it's a stopwatch that toggles red/green.
These aren't show-stoppers... but they do marr the experience a fair bit.
While Freshservice has implementation and customer success experts - we are investigating (and I recommend) Freshservice Partners to help consult and implement portions of the product. We expect that partners will have their own recommended Best Practices as a Value-Add for their services.
Lastly, Freshservice does a great job of documenting how to enable features... but we do find their documentation on how to use a feature once its enabled to be pretty lacking.
What problems is the product solving and how is that benefiting you?
Freshservice replaces another ITSM/Service Desk product that was just... not sufficient for our needs or use case.
While we initially "only" activated the Service Desk portions of Freshservice (Service Requests and Incidents) - we're working to adopt more and more features, such as IT Asset Management, On-Call Schedules, IT Operations Management, and the new Major Incident Management systems.
The ability to manage all of these previously disparate items in a single product has been terrific.
While we initially "only" activated the Service Desk portions of Freshservice (Service Requests and Incidents) - we're working to adopt more and more features, such as IT Asset Management, On-Call Schedules, IT Operations Management, and the new Major Incident Management systems.
The ability to manage all of these previously disparate items in a single product has been terrific.
- Leave a Comment |
- Mark review as helpful
Excellent and best ticketing tool
What do you like best about the product?
Freshservice has allowed our IT department to make it easy for users and different parts of the company to submit tickets to various departments in one platform. The reporting features are also nice.
What do you dislike about the product?
There is nothing I dislike about Freshservice. I am not just saying that here either. The team there at Freshservice is always informing of updates and always available if we need to change something to fit the needs of the business.
What problems is the product solving and how is that benefiting you?
Freshservice lets us get much-needed data to pinpoint any issue causing the company's inefficiencies. We can find bottlenecks and frequency and better locate any trending.
Simplifying customer support with work tickets and system inventory
What do you like best about the product?
Freshservice has an intuitive and user-friendly interface, making it incredibly easy to navigate and operate. Even for users with limited technical expertise, the system offers straightforward ticketing and inventory management features that can be quickly adopted.
What do you dislike about the product?
I highly recommend this software to organizations seeking to streamline support processes and optimize inventory management for maximum productivity. The app needs easier-to-find filters while searching for support tickets and inventory.
What problems is the product solving and how is that benefiting you?
Freshservice provides our users a solution database that helps them navigate the most commonly requested setups. We have continued to develop an improved self-help system that enables our new users to learn on their own.
Easy to use and manage
What do you like best about the product?
Since it's cloud-based there is very minimal on-prem resources to manage other than the Orchestration server that ties to our AD.
What do you dislike about the product?
There isn't an easy way to mass close tickets or tasks that doesn't require a decent amount of leg work.
What problems is the product solving and how is that benefiting you?
We have been able to turn off our phone system for our service desk and go completely digital in our ticketing system
Excellent ITSM Tool
What do you like best about the product?
Incident Management, Change Management process and Specifically Automation and Integration with Microsoft and other 3rd party tools are excellent.
What do you dislike about the product?
The product is not getting update with new features.
What problems is the product solving and how is that benefiting you?
FreshService is solving many ITSM problems, and we are getting benefits of automated chatbot and integration and getting gifts with Automated workflows.
Highly Recommend FreshService!
What do you like best about the product?
Quick implementation of process changes, features and customizations. Automation is so easy, and you don't need an entire team to support the backend of FreshService. There is much room for improvement to company internal processes by helping automate them using the features in Freshservice. Everyone speaks highly of the dashboards, and ticket reporting is one of the best I have seen and very easily navigable and manipulate the reporting to get the correct report with the data required. I have worked with all of the top ticketing systems, and FreshService beats them all hands down. We use FreshService for Change Control Review, Service Portal, Tickets, Problem Mgmt, KB, IT Assets CMDB, and to track projects and team tasks. Highly recommended.
What do you dislike about the product?
Nothing at the moment. We have been using it and enjoying it for over 3 years now. We have rolled out most of the fresh services features over the years and still do not see any issues with any of the feature rollouts. All we receive is compliments.
What problems is the product solving and how is that benefiting you?
Freshservice is solving all of our ITSM needs and more. Highly recommend trying FreshService as it provides more than the average ITSM tool, and its so easy to maintain, update and use.
Best ticketing system
What do you like best about the product?
Freshservice is the best tool for an IT department talking about ticketing, asset and alerts management.
The best thing about it is its flow management and automatization of tickets and alerts. Also, its asset management works wonderfully; you can have all of your IT inventory in one system and with any incident or service request people raise, you can associate the asset and have better control over how many incidents that asset had.
Talking about problem and change management, those tools work well together because it is easy as two clicks to convert an incident into a problem and a problem into a change which will develop a release.
It also has the projects module, which offers the possibility to assign tasks to your team and has a Gantt chart, making it very easy to track the project and its tasks.
The alert management is a pretty cool tool because every time there is a down service, you'll always know by the ticketing system, email and even an alert on the Freshservice app.
Honestly, I will recommend this product 10/10 to any big organization with the Development, Infrastructure and Helpdesk teams in its IT department.
The best thing about it is its flow management and automatization of tickets and alerts. Also, its asset management works wonderfully; you can have all of your IT inventory in one system and with any incident or service request people raise, you can associate the asset and have better control over how many incidents that asset had.
Talking about problem and change management, those tools work well together because it is easy as two clicks to convert an incident into a problem and a problem into a change which will develop a release.
It also has the projects module, which offers the possibility to assign tasks to your team and has a Gantt chart, making it very easy to track the project and its tasks.
The alert management is a pretty cool tool because every time there is a down service, you'll always know by the ticketing system, email and even an alert on the Freshservice app.
Honestly, I will recommend this product 10/10 to any big organization with the Development, Infrastructure and Helpdesk teams in its IT department.
What do you dislike about the product?
There are not a lot of downsides to Freshservice; they provide me with everything I need in the department.
The only downside I see is the price for assets; they offer packages of 'n' quantity of assets for a monthly quote. So I think it is ridiculous; they can just offer unlimited assets.
The only downside I see is the price for assets; they offer packages of 'n' quantity of assets for a monthly quote. So I think it is ridiculous; they can just offer unlimited assets.
What problems is the product solving and how is that benefiting you?
The main problem Freshservice solves in my company is the ability to manage Incidents and Service Requests.
All of the IT helpdesk guys are very productive because every time someone has an issue, they can just send an email through the PC or Phone, and one agent will assist them almost immediately.
All of the IT helpdesk guys are very productive because every time someone has an issue, they can just send an email through the PC or Phone, and one agent will assist them almost immediately.
Ease of use
What do you like best about the product?
Very intuitive and easy to configure. You don't need to have experienced resources to leverage the capabilities of the solution.
What do you dislike about the product?
not having the on-premises option for companies who prefer to control their data.
What problems is the product solving and how is that benefiting you?
It has served us in many ways: service management, incident management and onboarding. We brought the company in one place where different departments are contributing to process daily operations.
Best ITSM solution
What do you like best about the product?
Easy to configure, easy to use and good looking portal for end users.
What do you dislike about the product?
I've always had issues with finalising payment/proving payment with their accounts team.
What problems is the product solving and how is that benefiting you?
Helping IT managing service lifecycle and providing end users with a coherrent and easy to use portal
A complete, easy and cost-effective solution for IT Service Management
What do you like best about the product?
Very complete solution for IT Service Management, easy to setup and easy for end users.
Good value for money.
Good value for money.
What do you dislike about the product?
Nothing in particular. The solution really has no weak point.
What problems is the product solving and how is that benefiting you?
We are handling all IT Help Desk requests with Freshservice.
showing 221 - 230