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Fast & Serious
What do you like best about the product?
I like the simplicity of the web interface and the excellent user experience
What do you dislike about the product?
It still lacks some functionalities like a better contract and purchase order management.
What problems is the product solving and how is that benefiting you?
It's our organizational ITSM, so all problems, requests, tickets are going through it.
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Excellent Product
What do you like best about the product?
It was very easy to configure right from the start.
What do you dislike about the product?
So far we have not encountered anything we dislike.
What problems is the product solving and how is that benefiting you?
Our deployment has helped the various teams within IT come together to provide better customer service with an easier ticketing system. We have faster resolution of client issues; we can easily collaborate when troubleshooting issues among teams.
Excellent Help Desk Tool
What do you like best about the product?
FreshService has made it much easier for our Help Desk team to manage and search our Help Tickets.
What do you dislike about the product?
Sometimes, FreshService picks the view when I first open up the portal and it's not my preferred view.
What problems is the product solving and how is that benefiting you?
We are able to manage Help Desk tickets more efficiently, as well as view our assets with detailed information.
Latrobe City Council review of Fresh Service
What do you like best about the product?
The knowledge base that allows our staff to access information without IT having to be involved (except for writing the articles).
What do you dislike about the product?
I find it a bit annoying that the editors for different modules have different capabilities. They should all have the same abilities (bullets and numbering, Text formatting, insert pictures).
What problems is the product solving and how is that benefiting you?
Our staff love the service catalog; we need to build more items and advertise to our staff that they are there.
Recommendations to others considering the product:
Keep developing and standardise things across all the modules.
FreshService, the perfect sized ITSM platform for your business
What do you like best about the product?
How everything ties together in a single pane of glass.
What do you dislike about the product?
There are some needed features that need to be added however, support is good at adding your ideas to the production pipeline.
What problems is the product solving and how is that benefiting you?
Tickets not being replied to, SLA's not being met. Tickets languishing in the queue for long periods, FreshService resolved all of that.
Recommendations to others considering the product:
Just dive in and explore all the settings. Likely if you can think of a way to perform the task you need, then there is a way to set up FreshService to meet this need.
Servicing to your customers, both internal and external
What do you like best about the product?
Fresh modern UI, cloud-based, with a mobile app available. A significant amount of features to achieve your Servicing needs, integration with tons of third-party apps and vendors, very customizable, and outstanding support.
What do you dislike about the product?
The UI sometimes is slow, at least when comparing it to its younger peer, FreshDesk. It also lacks some Agent-side features that make FreshDesk easier to use and faster to respond and provide the best agent experience.
What problems is the product solving and how is that benefiting you?
We are providing a Service Catalog for our internal and external customers and keeping track and history of cases and steps performed to address them, considering both: the tickets themselves and a wonderful Solutions Database (Knowledge Base). Provide support and information in multiple languages to be able to reach to all our customers world-wide.
Recommendations to others considering the product:
Use it as a First ITSM platform and you'll be amazed of how wonderful it is. If you decide to begin with FreshDesk, stay with it (don't migrate to FreshService).
Great ITSM and Internal Ticketing System
What do you like best about the product?
Freshservice provides a slick interface, fast customer support, and intuitive management. The interface is straightforward for end-users to understand, support tickets receive replies quickly, and making adjustments is easy to understand.
What do you dislike about the product?
There are a few pieces here and there that don't function as expected and a few options that would be ideal but are unavailable. For example, certain fields do not function like others despite containing essentially the same data.
What problems is the product solving and how is that benefiting you?
IT, HR, Payroll, and other internal Helpdesks, Inventory and Asset Management, Projects, Knowledge base, Vendor contracts and calendars, Onboarding, and end-user self-service.
Freshservice is saviour
What do you like best about the product?
Its helped me to streamline the whole helpdesk and optimized the man-hours.
What do you dislike about the product?
Sunset tools are not be informed timely.
What problems is the product solving and how is that benefiting you?
My whole needs in the helpdesk of Admin and IT is available now. Its easy to manage the load.
Recommendations to others considering the product:
Good to go product. Highly recommendable no disappoints for sure
one of the best ITSM tool I have used
What do you like best about the product?
The Functionality spectre, new add-on's, plug-in's, preview features show that the product team does develop the tool constantly.
What do you dislike about the product?
I feel that the fuctionality spectre could also be a kryptonaite to the product as the main goal is to have a ITSM tool.
What problems is the product solving and how is that benefiting you?
Freshservice is your main ticketing system, Freschcaller is our main call center tool. The benefits is that the clients can reach us via Fresh tools.
ITSM without the complexity
What do you like best about the product?
Fresh is an easy-to-implement and intuitive solution for any modern IT team. The web user interface and native mobile applications make it incredibly user-friendly. I've found the post go-live support beneficial, instant chat response and call escalation make CSI simple to implement
What do you dislike about the product?
I've found planning / making changes to fresh to be challenging without a production mirror or complete test environment. Configuration is not versioned, so if you make a mistake, you have to undo it manually. You cannot roll back to a previous configuration.
What problems is the product solving and how is that benefiting you?
We can present an easy-to-use web interface to our customers, driving more self-service and straight threw processing/automation.
We realized almost immediately via simple bi-directional integration with Jira that enabled our service desk to escalate tickets directly into Jira. Updates to comments and status in Jira can be pushed back to Fresh (via API), ensuring the customer always has the most current information.
We realized almost immediately via simple bi-directional integration with Jira that enabled our service desk to escalate tickets directly into Jira. Updates to comments and status in Jira can be pushed back to Fresh (via API), ensuring the customer always has the most current information.
Recommendations to others considering the product:
Enable a feature for enterprise customers to have a complete test solution or instance.
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