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A sincere review
What do you like best about the product?
The simplicity of configurations and easy use.
What do you dislike about the product?
Limitations on custom reporting and analitycs.
What problems is the product solving and how is that benefiting you?
Most internal requests and incident handling are done thru our Freshservice.
Recommendations to others considering the product:
Analyze your internal procedures, mechanize them, that will help a lot. Involve all interested parties.
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Flawless
What do you like best about the product?
Automator, This powerful tool increases our productivity.
What do you dislike about the product?
Gsuite integration and Consumable management
What problems is the product solving and how is that benefiting you?
Tracking of the entire lifecycle of our assets.
Tool of excellence
What do you like best about the product?
The entire tool is constantly evolving and fully in compliance with ITIL
What do you dislike about the product?
There is no option for the customer to view the hours that were spent by them inside the platform.
What problems is the product solving and how is that benefiting you?
With automations, we solve the problems of failure in the process of repeated tasks and still value our work with the customer.
i am the system analyst and the admin of freshservice in our group of company
What do you like best about the product?
Intuitive and support are greate and avialble
What do you dislike about the product?
The webhook feater is such a complicated to me
What problems is the product solving and how is that benefiting you?
ticket system for it
onboarding employee
technical support
onboarding company
onboarding employee
technical support
onboarding company
Freshservice has been a game changer
What do you like best about the product?
The help desk function is my most used and favorite quality.
What do you dislike about the product?
To be honest out of all the sections that we have used there had not been a bad experience yet
What problems is the product solving and how is that benefiting you?
We needed a more professional help desk to manage and manipulate out tickets.
Great app for a user friendly experience in ITSM
What do you like best about the product?
Freshservice is clearly simple to use, with a nice HMI, and quite useful features. It clearly makes a difference while users don't have to create a ticket, viewing that the answer to their problems is already there.
What do you dislike about the product?
When we have to make complex reports, we find some technical limitations in reportings (custom fields filters, being able to review time spent in different groups for a single ticket)
What problems is the product solving and how is that benefiting you?
Using Freshservice is a good start to create a service catalog for placeholders, create a global knowledge base for our company, and deeply change the way users solve their issues.
Saved my sanity
What do you like best about the product?
I like the notification tones when I get a new ticket so I can immediately address it. I also like that I can have different types of requests go to different groups for better productivity.
What do you dislike about the product?
I don't like how unreliable the email notifications are. Some of the ticket requesters have mentioned getting emails from tickets that they already responded to. Others have not received emails or the emails are delayed. I think the reliability of emails could be improved. I also wish I could customize the auto-response email after a user has submitted the ticket.
What problems is the product solving and how is that benefiting you?
The IT team at my company used Gmail to report IT issues. This has now put all of our tickets in one spot so I'm able to see all open issues in a single UI. It makes me more efficient. Also, with custom statuses, I am able to know where the ticket is in it's lifecycle. It's really improved our ITSM. It also is beneficial that we can link the tickets to FreshRelease. It makes it easy to locate and navigate the FreshRelease work item. The visibility into IT has improved.
Recommendations to others considering the product:
This tool is great as a full-scale ITSM.
Easy to use and all sector friendly
What do you like best about the product?
GUI is easy to use and easy to configure
What do you dislike about the product?
need improvement on ITIL Module as lack of option for requester view
What problems is the product solving and how is that benefiting you?
Not only IT department to use but the solution able to cater all kind of depart based on the configuration
Very good ticketing system and knowledge base
What do you like best about the product?
It ticketing solution with work flows and sla management. Knowledgebase redirection before tickets are created
What do you dislike about the product?
More advances reports and Analytics come at an additional cost.
What problems is the product solving and how is that benefiting you?
Capturing and managing it servicedesk tickets and applying sla rules based on priority. Self service option to resolve their own tickets based off knowledge base section
Easy to use and good management tool
What do you like best about the product?
Seeing users hardware devices as well as software installed is a plus
What do you dislike about the product?
It takes some time to get used to reporting and generating reports
What problems is the product solving and how is that benefiting you?
We had all our users on Freshservice, along with their devices and software installed on their devices
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