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Freshservice - Great Servicedesk with constant improvments
What do you like best about the product?
It is quick and easy to use, simple to set up,and both Agents and customers enjoy using it. Being online makes it available from anywhere and the companion mobile application is also very goo.
What do you dislike about the product?
The reporting could be better. It tends to be a little fiddly to get the information you need. It has improved but still has some way to go to be able to get the correct information
What problems is the product solving and how is that benefiting you?
Primarily this serves as our IT Servicedesk. Using Freshservice helps business in multiple countries, and we like that it enables standard replies to be created in various languages for the company. We use change control and asset management through Freshservice as well as alerting. Its ability to use apps and plug-ins to other systems makes it stand out against other offerings
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Good range of functions
What do you like best about the product?
Easy to use interface, simple navigation, and set up. End-user FAQs are great, and ticket automation makes solving problems efficient.
What do you dislike about the product?
Lower-priced plans could offer more choices.
What problems is the product solving and how is that benefiting you?
Adding accountability and being able to keep service requests maintained in a timely manner
Overall a very good experience
What do you like best about the product?
Customer Support
link to DevOps
easy to configure
link to MS BI
link to DevOps
easy to configure
link to MS BI
What do you dislike about the product?
The Vendor management module is not very mature or even usable in it's current state
What problems is the product solving and how is that benefiting you?
provides help desk metrics
Freshservice is a simple to deploy and feature rich ticketing solution
What do you like best about the product?
The default settings are reasonable and customization is quite straightforward. Email ticketing works well and avoids loops in most cases.
Integrated inventory management that automatically updates using an agent that is seemless.
Integrated inventory management that automatically updates using an agent that is seemless.
What do you dislike about the product?
Their implementation of Change Control and Project management tasks feels a bit tacked on.
Default reports are a bit sparse.
Default reports are a bit sparse.
What problems is the product solving and how is that benefiting you?
A central IT portal for all of our users to communicate requests, problems and concerns with IT.
On my oppinion, is the best ITSM tool for business
What do you like best about the product?
we like the app, technical support, technical updates, graphic interface
What do you dislike about the product?
Maybe not notify the recently updates at time
What problems is the product solving and how is that benefiting you?
IT management about IT requirements and incidents reports by the users
Freshservice it's a great IT helpdesk tool
What do you like best about the product?
Freshservice it's totally intuitive tool, full of customization tickets, groups, requeriments, etc. The analytics and report system helps a lot with the KPI's of the IT department
What do you dislike about the product?
It's a little bit expensive, but it is affordable. With the new update the report system it's a little bit tricky to handle, but nothing that we can't do with extra efford.
What problems is the product solving and how is that benefiting you?
Freshservice helps to us with a better communication of IT incidents reported by our users. Get easier to handle incidents, requirements, etc. The IT department has improved the SLA indicators.
Help Desk Software that can fit your needs.
What do you like best about the product?
Compared to other help desk software, Freshservice fits the needs of a mid-size organization.
What do you dislike about the product?
I wish the search function could be better. It's not bad, but it could be better.
What problems is the product solving and how is that benefiting you?
It has helped us update to a modern help desk software versus the older one we had before. We can create catalog items for everyday tasks.
Best Ticketing Tool
What do you like best about the product?
The best part is it is very easyt o use and understandable. The UI is very much user friendly. Also it has many features which suits for different environment needs. The effective and very much useful ticketing tools for every organisation.
What do you dislike about the product?
I think in future they need to add more features or combined their services to for different environment in one portal so user can easily change according to their needs.
What problems is the product solving and how is that benefiting you?
It gives details information and detail analysis for incident tickets and also provide alerts for same. It has lots of features which is very useful for service desk and incident management teams. From mys de it solve every need which a service desk analyst need.
One of the best ITSM tool
What do you like best about the product?
- On/Off button to enable and auto assignment of the tickets.
- Multiple ITSM modules to work upon like incident, problem, change and service request.
- Project management module is also integrated.
- Multiple ITSM modules to work upon like incident, problem, change and service request.
- Project management module is also integrated.
What do you dislike about the product?
- Customisation is not so easy and friendly.
- Support services needs to be improved.
- Little slow some times, especially in the event of bulk issues.
- Workflow does not execute some times.
- Support services needs to be improved.
- Little slow some times, especially in the event of bulk issues.
- Workflow does not execute some times.
What problems is the product solving and how is that benefiting you?
- Helping to manage the incidents and end to end closure along with updates.
- Tracking problem issues for repeated incidents.
- CAB approval concept and change management process in case of any major infra change.
- Tracking problem issues for repeated incidents.
- CAB approval concept and change management process in case of any major infra change.
The quality of service that FreshService offers is incredible
What do you like best about the product?
Using the mobile app increases our ability in the field. It is possible to tag resources from using the app to make modifications and updates. We can offer the same level of service on the road as we do inside our offices. We can now find the locations of our assets just by logging on to the Internet. It makes requests for help in the field much simpler, because we don't have to stick to a spreadsheet on the computer. It is also possible to link assistance tickets to objects so that the repairs and alterations we make are more accurate. Integrating chat into our customer site has enhanced our ability to discuss and resolve issues quickly. We have the chat icon on our main client login, through FreshService and our Moodle LMS.
What do you dislike about the product?
At the moment, I don't know the reason, however, there is a correlation between FreshService and Freshchat. However, it is smaller.
What problems is the product solving and how is that benefiting you?
FreshService is the most important service for help desk support ticket distribution. In addition, we have a search engine with customer guidance for knowledge, the integration of an instant messaging chat with Freshchat and links to other systems. We also use FreshService to track the position of our goods. At present, only FreshService's IT department uses this service. It has been under discussion how other departments, such as Library Services or campus operations, could use FreshService to issue tickets and communicate with their customers, in addition to having their own customer site. I would like to see the success of us moving the use of FreshService into those territories.
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