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Clean interface
What do you like best about the product?
It's well laid out. The request numbers are simple to remember for customers.
Template emails are easily configurable.
Template emails are easily configurable.
What do you dislike about the product?
Some of the admin settings would be useful if they had import options. Some reports don't allow scheduling to email as CSV/PDF.
Template emails don't allow you to store your company number (from the portal). This 1 placeholder should be added in the future (fingers crossed).
Template emails don't allow you to store your company number (from the portal). This 1 placeholder should be added in the future (fingers crossed).
What problems is the product solving and how is that benefiting you?
Raising tickets for the same task using a template request. Helped save time repeating new requests for multiple customers (like staff member joining/leaving)
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Promising Interface
What do you like best about the product?
Fresh Service has the right idea with providing a ticketing and asset management utility that is relatively simple and accessible.
What do you dislike about the product?
Still some room for improvement, not enough customizability and some UI issues that make viewing information less conducive than it should be.
What problems is the product solving and how is that benefiting you?
The goal is to have a more straightforward ticketing system with better capabilities for data analysis.
A very robust ITSM tool, easily customizable.
What do you like best about the product?
I like the ability to plugin additional custom functionalities with ease; the folks at Freshworks are always on hand to offer any technical support required in time.
What do you dislike about the product?
The back-end logic is not readily visible.
What problems is the product solving and how is that benefiting you?
Managing customer issues
Freshservice, a complete and efficient ITSM tool
What do you like best about the product?
Freshservice has great integrations with other third-party applications such as Github and Slack. It also has excellent workflow capabilities and the ability to associate service requests with tickets and tickets with change requests. It makes it efficient to pivot from an incident to a change.
What do you dislike about the product?
The challenge I face is understanding how roles and responsibilities are built out. For example, to have someone create a change request, they need change manager access. This should just be allowed for all agents.
What problems is the product solving and how is that benefiting you?
Implementing a full-fledged ITSM tool with the capabilities of managing projects, incidents, changes and contracts. Being able to create workflows to map between these components has made our ITSM processes more efficient.
I appreciate the versatility all-in-one aspect of freshservice, with a lot of possibilities
What do you like best about the product?
I like how the ticketing system and assest inventory are all linked in one. I also like the API and how easy it is to use. Also, the workflow automator is AMAZING.
What do you dislike about the product?
I would like it if there were a few more developer tools and the workflow automator had a little more power to it.
What problems is the product solving and how is that benefiting you?
We are solving asset management problems, as well as using the API and the automator to make sure that we never miss an important ticket
FreshService is the Leading System for our Organization!
What do you like best about the product?
What we like best about FreshService is that the ticketing system is so easy out-of-the-box. The team from FreshService has been so helpful with all of our questions and the implementation of our system setup was easy! The features we like best are the inventory, on-boarding, services, ticket portal, email to ticket que, and much more. Our employees have given great feedback on the ticketing system for the reports since they love to see our data analytics for tickets being closed in a timeley manner.
What do you dislike about the product?
One thing we have noticed that we disliked about FreshService is that the service section has an on-boarding package. But does not have an off-boarding package that is turned into a workflow, which I find strange since they tie together in a way? However, some other little things that we have noticed is that the phone app does not always work sometimes depending on it being Android or ios. But in all the system has been great for what we use day to day and a great program to have in our company.
What problems is the product solving and how is that benefiting you?
We used to have a managed service provider(MSP), and with Freshservice we were able to eliminate our 3rd party vendor to bring a more in-house IT department. This has made the company feel more welcoming with the IT team and to lead a better-organized structure for tickets. Some of the benefits I have realized is that the phone app is so convenient and easy to use on the go for our inventory system I can find computers much easier out on our factory floor.
Recommendations to others considering the product:
If others are considering FreshService please remember the licensing cost is much better to get at FreshService than it is at other companies. FreshService has a great licensing plan that competes with other brands and is the leading system to use for any organization. Our company of 130+ employees love FreshService for submitting tickets and enjoy seeing the number of tickets completed from the IT department.
FreshService as my Ticketing Platform
What do you like best about the product?
User Friendly. Very easy to automate and configure the platform
What do you dislike about the product?
Customer Service routes you to KBs before they attempt to handhold you. I would like to jump on a quick call and handle the issue.
What problems is the product solving and how is that benefiting you?
Incidents and Problems throughout my enterprise. I like to use the dashboard so I have a bird's eye view.
Very Robust Helpdesk System
What do you like best about the product?
The onboarding process made bringing on new employees a breeze. Having different ticket queues based on groups makes ticket management easier.
What do you dislike about the product?
The onboarding process does not allow users to be auto-assigned software or hardware when completing the child tickets.
What problems is the product solving and how is that benefiting you?
We cut down the time it took to onboard an employee and made the whole process of doing so more uniform, thanks to the child tickets.
Freshsservice best friend for ticketing
What do you like best about the product?
The workflows, the intuitive the system is, and the significant customization possible to make tickets treatment fast
What do you dislike about the product?
Maybe the design of the workflow can be a little bit more clear when setting up the conditions.
What problems is the product solving and how is that benefiting you?
We control IT, IS, CRO tickets
Recommendations to others considering the product:
It is an excellent tool to support, has a lot of integrability, and is very flexible
Freshservice Tickets
What do you like best about the product?
Freshservice was extremely user-friendly from the reporting side.
What do you dislike about the product?
None! I can only speak to the reporting side of this ticketing system, but for me, I had no issues.
What problems is the product solving and how is that benefiting you?
Freshservice was our primary ticketing system. So anytime I needed assistance from the help desk (quite frequently), I would submit a Freshservice ticket.
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