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Freshservice
What do you like best about the product?
Asset management is very nice and useful, I also like the portal opened for the end user. It is a nice detail that it automatically responds to the chat with their Freddy Ai.
What do you dislike about the product?
In general, the product does not have a feature that I do not like, sometimes it can be very restrictive. I am uncomfortable with that situation.
What problems is the product solving and how is that benefiting you?
When there is any problem or deficiency of the employees within the company, freshservice helps in this regard.
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For a Helpdesk company there internal customer service is terrible.
What do you like best about the product?
The salesperson promised alot of features and functions. Yet the Freshservice hasn't fulfilled on most parts promised. There concepts sounds good on paper but they do not live up to expectations.
What do you dislike about the product?
Their internal Helpdesk customer service is abysmal for a company specializing in Helpdesk software. You send them an issue with screen shots and all the details. Their responses have nothing to do with the issue at hand, and you will need to reiterate the error or issues 6 different ways with 9 different screen shots then still need to hop on a call to show them step by step what the issue is again.
What problems is the product solving and how is that benefiting you?
They were supposed to be a helpdesk ticket management service. But they have not lived up to all the sales teams promises
Freshservice ITSM system -
What do you like best about the product?
The easy way to implement new flows / processes & the slack bot
What do you dislike about the product?
that there's no ability to fully control the the user portal design
What problems is the product solving and how is that benefiting you?
FS is out ITSM system, help us navigating our day to day support cases.
Freshservice - A fresh perspective on ticketing and helpdesk system
What do you like best about the product?
- Fresh and modern interface
- Intuitive and informative dashboard
- Assigning tickets to groups
- Robust ticket automation, workflow and automation
- Ticket notification
- Intuitive and informative dashboard
- Assigning tickets to groups
- Robust ticket automation, workflow and automation
- Ticket notification
What do you dislike about the product?
- Merging of tickets is done bizarrely. It does not append to the end of the original ticket, making understanding ticket notes very difficult.
- Requires a lot of improvement in the above-mentioned
- Interface is sometimes very laggy
- Requires a lot of improvement in the above-mentioned
- Interface is sometimes very laggy
What problems is the product solving and how is that benefiting you?
Freshservice is used primarily as a ticketing and helpdesk system. It is also used for notifications to users when tickets are resolved.
Freshservice is also used partly for project management.
Freshservice is also used partly for project management.
Run your business with Freshworks CRM.
What do you like best about the product?
It allows me to keep track of new leads and business.
Set holdovers for tasks and follow-ups.
Organize contacts.
Automatically send emails to contacts.
Sales sequence.
Module for easy navigation.
Set holdovers for tasks and follow-ups.
Organize contacts.
Automatically send emails to contacts.
Sales sequence.
Module for easy navigation.
What do you dislike about the product?
The user interface should be more intuitive and easy to use.
The technical support is not up to par.
The technical support is not up to par.
What problems is the product solving and how is that benefiting you?
It shortens the sales cycle, which allows me to know the intentions that a potential client has when visiting our website and to know how to proceed with our sales marketing tactics.
Helpful task reminders to stabilize both follow-ups to close more deals.
Keeps all contacts and inquiries in one place.
Helpful task reminders to stabilize both follow-ups to close more deals.
Keeps all contacts and inquiries in one place.
Good ticketing system, but can be better
What do you like best about the product?
Tickets module is good, support is good. The ease of setting up workflows and rules is good.
What do you dislike about the product?
Audit logs are not maintained in detail, so troubleshooting is tough.
What problems is the product solving and how is that benefiting you?
Managing issues reported to various teams by creating tickets in the corresponding ticket groups.
Excellent performance and very unique customization
What do you like best about the product?
It's a quality tool that really lets you customize. It provides the basic necessities to perform functions like creating. The system is highly customizable and very versatile. The software has an excellent support system. Lots of useful features that can be customized quite nicely for submitting tickets. The reports are also very detailed. What I like the most is the ease of use of the application and the compatibility with the users.
What do you dislike about the product?
Sometimes their customer support seems to be ineffective. Also, sometimes it is difficult to know what format the fields should have when completing them. It is a very powerful tool, but it requires quite a bit of customization to make it perfect.
What problems is the product solving and how is that benefiting you?
The tool is extremely easy to install, understand and use. It is an excellent conduit for communication with the IT Department. It also allows users to submit tickets quickly and easily. He has been instrumental in helping our company create a self-service portal for our customers. We can also design the system for our IT needs. There are also many functions that I am still learning about every day. It helps me keep track of all the tickets from our users.
Awesome ITSM for small/medium teams - let's automate your day
What do you like best about the product?
Workflow and automations. It is very easy to set up any new integration and push the tasks in automated way. Currently we are able to save up to 60% time thanks to automation.
What do you dislike about the product?
Multiple options of set up may be overwhelming in the begging, but later, when you become experienced user of ITSM, you can learn how to set up freshservice in the way you prefer.
What problems is the product solving and how is that benefiting you?
One single place for all company tasks and requests. Ideal for company information hub, policies, requests, procedures. It also come with the pre-build integrations with your tools like Google, Slack etc.
Freshservice does what we need it to do and can do more.
What do you like best about the product?
The automation and reminder pieces of our package is what we really like about our Freshservice installation. It keeps us on track and accountable to our workload.
What do you dislike about the product?
The latest layout is not as intuitive as before. In this latest case, I think they changed the layout just for the sake of change.
What problems is the product solving and how is that benefiting you?
Keeping track of our workload and relaying information back to our customers. It also makes it easier for the techs to lookup information from other techs.
Core ITSM is Excellent
What do you like best about the product?
The core ITSM functionality is fully functional and easy to install and use. The incident, Change, Problem, Release are all good and the new Alert management module is a game changer. The integration via webhooks to other FRESH products is good and the Jira integration looks excellent
What do you dislike about the product?
The Project module is ok, however, it records employee time in a different data schema. In big companies with totally different project teams, it is probably ok, but in small to mediums where the project resources are also Level 3 resolvers, this creates issues pulling utilisation and billing reports together adds at least an hour of work per week.
What problems is the product solving and how is that benefiting you?
We are an Managed Service Provider so Freshservice is the core of our service delivery business. Freshservice solves our core ITSM delivery problem out of the box, no customisations are required.
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