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Freshservice Platform Feedback from a previous Servicenow admin (customer)
What do you like best about the product?
1. out-of-box functionalities
2. ready to use features
3. AI components
4. low-code dev
5. drag and drop approach for workflows, less coding needed
6. Easy to integrate
7. Some customer support are knowledgable
2. ready to use features
3. AI components
4. low-code dev
5. drag and drop approach for workflows, less coding needed
6. Easy to integrate
7. Some customer support are knowledgable
What do you dislike about the product?
1. Caching issue - what you change at the front end, sometimes doesn't replicate at the backend database
2. Limited customization
3. AI has lots of bugs
4. Price is not justifiable for the existing features
5. The workflow has limitations - you cant trigger a workflow from another workflow
6. Some customer support are not knowledgeable
7. A lot of "can't do" scenarios, and non-existing features
8. Minimum grasp of CMDB concept
2. Limited customization
3. AI has lots of bugs
4. Price is not justifiable for the existing features
5. The workflow has limitations - you cant trigger a workflow from another workflow
6. Some customer support are not knowledgeable
7. A lot of "can't do" scenarios, and non-existing features
8. Minimum grasp of CMDB concept
What problems is the product solving and how is that benefiting you?
Managing our IT Service Delivery processes
Incident
Service Request
Problem
Change
Incident
Service Request
Problem
Change
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Freshserve Ticket System
What do you like best about the product?
Great system
Good Layout
Easy to use
Good projects and analytics
Good Layout
Easy to use
Good projects and analytics
What do you dislike about the product?
Unable to split tickets effectively between departments
What problems is the product solving and how is that benefiting you?
Allocation of work across multiple departments
Use of automation to reduce SLA issues
Use of automation to reduce SLA issues
My review
What do you like best about the product?
Easy to use, very convinient and user-friendly interface
What do you dislike about the product?
I dont see any downside using Freshservice
What problems is the product solving and how is that benefiting you?
Take records of ticket and resolve on time
Best CRM Tool / Service
What do you like best about the product?
It has been really helpful and has me account for tickets and also establish SLA and track the SLA status automatically.
What do you dislike about the product?
I don't have any negative feedback about Freshservice.
I would just suggest that there be a video guide section within the application, maybe it could be at the knowledge base section, to show users how to make use of the entire product.
I would just suggest that there be a video guide section within the application, maybe it could be at the knowledge base section, to show users how to make use of the entire product.
What problems is the product solving and how is that benefiting you?
Amazing. It has been amazing and I'd definitely refer to other companies that don't have CRM tools to work with.
It has helped to automate SLA Status
It has helped to automate SLA Status
VP of Service Delivery
What do you like best about the product?
It has given us the ability to better deliver services to our clients. We outsourced for a period of time and had very limited controls over the experience.
What do you dislike about the product?
We are using it in a different capacity than most. We support approximately 8 tenants from a single pane of glass. That was an immense challenge. However, there are enough tools and features built into the platform, that we now deliver a robust service. In turn, we have access to endless KPI's.
What problems is the product solving and how is that benefiting you?
Customer service. Speed to resolution. Metrics.
Support is very prompt and responsive in resolving my questions.
What do you like best about the product?
Friendly and Integrate one for all service
What do you dislike about the product?
search item in different modules and too many alerts on the phone
What problems is the product solving and how is that benefiting you?
Everything IT in one place.
The best tool any ITSM person can use
What do you like best about the product?
Freshservice provides a centralized platform for managing IT support tickets. Users can log, track, and prioritize support requests, incidents, and changes from a single interface. It offers automation features to categorize and route tickets to the appropriate teams or agents based on predefined rules.
What do you dislike about the product?
Nothing of that sort till date. The platform allows users to track and manage IT assets such as hardware, software, and other resources.
What problems is the product solving and how is that benefiting you?
The platform allows users to track and manage IT assets such as hardware, software, and other resources. It provides capabilities for inventory management, asset discovery, and asset lifecycle tracking, helping organizations optimize asset utilization and maintain compliance. Freshservice enables organizations to create a service catalog containing predefined IT services and offerings. Freshservice facilitates the efficient resolution of IT incidents by providing workflows for incident triage, escalation, and resolution. It allows agents to collaborate, communicate with stakeholders, and track incident status in real-time.
Freshservice is good ticket management tool but it requires some improvement.
What do you like best about the product?
It is cost effective and good for small organisation.
1. Easily customizable of requirement.
2. Automation can be done
3. Dashboard facility is good.
4. It is easy to integrate in organisation
1. Easily customizable of requirement.
2. Automation can be done
3. Dashboard facility is good.
4. It is easy to integrate in organisation
What do you dislike about the product?
As per my view, Freshservice does not provides long term data at a time.
1. Its customer support need to improve.
2. Sometimes, freshservice doesnot provide correct data, that need to improve.
1. Its customer support need to improve.
2. Sometimes, freshservice doesnot provide correct data, that need to improve.
What problems is the product solving and how is that benefiting you?
We can manage our Incident and IT tickets for review and compliance purpose
Great service!
What do you like best about the product?
It helps me every day in organize my work process. The ticket system is easy and very customizable. I can automate a lot of things with it.
What do you dislike about the product?
It can be on expensive side for some people, but it definitely brings the value for its cost.
What problems is the product solving and how is that benefiting you?
We automate repetitive tasks and organize all the IT incidents.
Freshworks HELPS FOR ASSET MGMT
What do you like best about the product?
EASE TO USE
NUMBER OF FEATURES
EASE OF IMPLEMENTATION
NUMBER OF FEATURES
EASE OF IMPLEMENTATION
What do you dislike about the product?
UI INTERFACE
REPORTING
INTEGRATION
SUPPORT
REPORTING
INTEGRATION
SUPPORT
What problems is the product solving and how is that benefiting you?
TICKETING , ASSET MANAGEMENT
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