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A powerhouse of features. Slight learning curve
What do you like best about the product?
They are constantly updating the product to support new systems. You can enable your users and even your IT staff to do all kinds of automations. Even to go so far as to do automated password resets with a single click
What do you dislike about the product?
Has a large learning curve. A lot of automations aren't as easy to set up and require scripting and workarounds.
What problems is the product solving and how is that benefiting you?
Helps us track incidents and improve close time. Also useful for demonstrating to upper management the value of of the service desk and IT in general.
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Fresh Service _ Best IT Management Service Tool?
What do you like best about the product?
The price at which the tool is being offered and how the customer care executives react to the issues related to the tool, even though those issues might be very easy or difficult.
What do you dislike about the product?
Most of the time, the much-required features that will be helpful within the organization will take more time to develop because they need to adopt those concerning every industry in the world.
What problems is the product solving and how is that benefiting you?
Freshservice helps us organize every customer conversation/communication, which mostly happens in the mail to Incidents where everything will be in one place and helps avoid confusion among those who send and receive the mail. Secondly, it mainly helps us track the number of hours a single consultant works on a single issue to solve them, either within or outside of SLA.
FreshService Ticketing System
What do you like best about the product?
Freshservice records all ticket details, such as the support group, when it was opened, and the time-resolved. It can also monitor the service level agreement or the KPI for the said ticket or concern.
What do you dislike about the product?
Though Freshservice is very useful, to be honest, it is not that user-friendly. The making of forms and service requests is pretty confusing. And updating of information for fields can be time-consuming.
What problems is the product solving and how is that benefiting you?
Since we are in the retail industry, using freshservice to raise concerns gives us the benefits of catering to the concerns. Determining the problem and providing a solution at a specific time is more accessible.
A complete professional solution for Help Desk, Project management and more
What do you like best about the product?
It has a very simple and friendly user interface, while it has huge amount of features for every needs.
It allows to manage complex tasks but also it allows to accomplish daily activities with few clicks.
The admin features behind the platform allows you to schedule, customize, and automate every aspect of how it works, and this ability allows you to fit almost every needs.
It allows to manage complex tasks but also it allows to accomplish daily activities with few clicks.
The admin features behind the platform allows you to schedule, customize, and automate every aspect of how it works, and this ability allows you to fit almost every needs.
What do you dislike about the product?
If you start need additional features, and you have a lot of agents, it's a little bit expensive.
License model does not allow to mix different type of licenses, so if you have some agents that use only a small part of the platform, you pay for all features.
License model does not allow to mix different type of licenses, so if you have some agents that use only a small part of the platform, you pay for all features.
What problems is the product solving and how is that benefiting you?
The Help Desk feature is the most important, Freshservice allows you to easily manage tickets, interact with customers, manage efficiently the IT Team, and automate a lot of repetitive tasks.
Good but had issues.
What do you like best about the product?
It has a lot of tools and it allows us to do a lot with our website. It gives us chats, calls, and emails as options.
What do you dislike about the product?
It has a lot of glitches and sometimes their team is not able to help us solve them. For example, it shows a different number of tickets when you are on the last page than on any other page.
What problems is the product solving and how is that benefiting you?
Customer service. It allows us to provide clear communication with customers through different channels such as live chat and regular email.
Pretty good, very customizable experience
What do you like best about the product?
CRM that is customizable to our department's needs. Works pretty well most of the time. Integrates with our 8x8 system to log calls and create tickets automatically.
What do you dislike about the product?
Email threading sometimes gets confused and merges customer responses from completely unrelated tickets.
No option to multi-select tickets when merging.
Reporting for time logs that should be very simple require a complicated process to setup
No option to multi-select tickets when merging.
Reporting for time logs that should be very simple require a complicated process to setup
What problems is the product solving and how is that benefiting you?
Efficient logging of tickets into our system and getting our agents out of their email accounts and into a system. This works to help reduce multiple people working on the same ticket unknowingly.
Integration with our call system means less time spent logging details.
Integration with our call system means less time spent logging details.
Fantastic tool for managing SLA based tickets
What do you like best about the product?
Workflows and flexible templates are very useful to develop processes as per your needs .
What do you dislike about the product?
Service request template custom data fields do not support table structure. Approvers cannot validate or rectify/contribute to the Service Request.
What problems is the product solving and how is that benefiting you?
Stream lining Master Data Management through Service Request custom templates and managing SAP support tickets.
We do not use Freshdesk to it's full capacity. It's is great for what we use it for.
What do you like best about the product?
All of our tickets are available for general viewing. Each ticket is customizable to set as priority, or who needs to work on it.
What do you dislike about the product?
It is difficult to get the support we are looking for. I have been trying to get something resolved for quite awhile, but I do not have the knowledge to answer the questions they are asking to get this resolved. I have had to get a third party involved.
What problems is the product solving and how is that benefiting you?
We have multiple clients with multiple customers. This program helps us keep everything organized and prioritzed.
Easy to use CRM
What do you like best about the product?
Easy use interface. Can be incorporated with social media app in ease. option to convert calls, messages and comments from social media into tickets. Pre-configured analytics report, which are customisable as per requirment. Different levels access can be assigned as per job role. Detailed report genaration also report can be cutomised as per requirment
What do you dislike about the product?
Report cannot be downloaded from the tool directly and the same need to be downloaded from the link sent to email.
What problems is the product solving and how is that benefiting you?
As we are able to incorporate calling services with the tool and the mobile app no customers are left unattended
Good helpdesking software
What do you like best about the product?
users being able to email in and getting email notifications regarding changes to existing tickets or new tickets being put in
What do you dislike about the product?
requesters cannot put use templates like admin users can which means tickets have less information than they could.
What problems is the product solving and how is that benefiting you?
solves the need to keep track of emails and allows us to prioritize certain tickets, this makes me more productive then we would otherwise be.
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