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Fast, easy and really good service
What do you like best about the product?
That there are always people available to help out. They take the time to find a solution for your issues and they are always able to find out what the problem was. They're also really fast in responding and making sure every question is answered.
What do you dislike about the product?
The product itself has lots of options and features, but sometimes that can also get a little overwhelming and you don't know what kind of features could benefit you. It's hard to figure that out.
What problems is the product solving and how is that benefiting you?
They are helping us support our users on the platform.
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Much improved and easy to understand.
What do you like best about the product?
Freshservie has lots of excellent features like - ticketing system, asset management, self-service portal, automation & workflow and reporting & analytics.
What do you dislike about the product?
Integration options, customization limits, pricing, learning curve etc.
What problems is the product solving and how is that benefiting you?
It provide api integration for alerts.
Invaluable Helpdesk Software
What do you like best about the product?
Interface is intuitive, cost is reasonable &mostly solves our needs when it comes to serving clients.
What do you dislike about the product?
Knowledge base management and ticket property customization can feel a bit lacking, some basic QOL features like nested folders are locked behind the highest payment tier.
What problems is the product solving and how is that benefiting you?
Knowledge base resource for clients, client issue tracking and resolution via tickets.
User friendly and functional! Would recommend
What do you like best about the product?
The ability to keep everything organized, and the integrations with FB, phone service, and live chat allow us to have more comprehensive overviews of the lifetime of a customer's service experience.
What do you dislike about the product?
The phone service is pretty glitchy. We get knocked off calls often if we click "Record" for the call, or the call won't connect, or it will connect but the audio completely drops.
What problems is the product solving and how is that benefiting you?
It's solving our need to keep all methods of communication with a customer easily accessible. Whether someone calls us, chats us through our website, sends us an email, or messages our Facebook page, they can reach the correct person.
Makes herding cats easier...
What do you like best about the product?
We use Freshservice to manage multiple queues for multiple lines of business. I have oversight for 4 of them, and have found it works well for me to be able to track what my agents are doing, and what may be going stale.
What do you dislike about the product?
The inability to report on open child tickets and have them link automatically with their parent on a report is really frustrating. The Reports and Analytics tab is a bit confusing as well - creating Widgets is not intuitive AT ALL, and I've read the directions a number of times.
What problems is the product solving and how is that benefiting you?
Our ability to streamline communications between Tech groups, and ensure all necessary parties receive updates when urgent situations arise. Reporting is also much better as things are categorized, and not just freeform.
Freshservice is a complete support solution
What do you like best about the product?
Solutions are excellent for helping companies to support customers. But, the best about Freshservice is their own support: agile, friendly, and "always-on".
What do you dislike about the product?
Not to complain at all... They provide all the solutions we need.
What problems is the product solving and how is that benefiting you?
Freshservice helps us in many ways: helping create tickets, helping to manage them, creating easy ways to communicate with our customers and improving the regular practices (e-mail, WhatsApp, phone).
A good ticketing service for SMBs
What do you like best about the product?
It's easy to configure and administer as a power user.
What do you dislike about the product?
The interface is clunky and reporting options are limited by default. You can get the work done, but you cannot integrate with tools like Trello etc.
What problems is the product solving and how is that benefiting you?
We served multiple clients as IT support and they were able to log incidents and get billed for our consultant effort and time.
Simple to Use, Great Product
What do you like best about the product?
It's really straight forward. You can do most things you can think of and more-so when integrating into your API.
What do you dislike about the product?
Group contacts aren't very useful. I often need to send something to the same 4 people and the only way to access that is to go onto another page and type their email addresses individually. It seems strange to me that most email providers have this but they are unable to and this is why I need to build my own API.
What problems is the product solving and how is that benefiting you?
It keeps all emails from customers in one place. It gives us the ability to categorise and ensure all are seen by the appropriate teams in an orderly manner. It's great for analytics too
Simple and easy to use
What do you like best about the product?
Was able to adopt real quicker than other ITSM's
What do you dislike about the product?
New update from last year made difficult alignments and canned responses to edit
What problems is the product solving and how is that benefiting you?
Primary ITSM for the organization
One of the best Service Desk applications
What do you like best about the product?
I use Freshservice daily and love how simple it is to use. We can setup automation for approving tickets which saves time. The dashboard is pretty good as well.
What do you dislike about the product?
It can be slow at times but otherwise stable.
What problems is the product solving and how is that benefiting you?
None at the time. It has been very stable.
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