External reviews
External reviews are not included in the AWS star rating for the product.
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
- Leave a Comment |
- Mark review as helpful
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
Consistent Great Service
What do you like best about the product?
The prompt response from the support team when I log a ticket, and willingness to go out of their way to make sure my issue is resolved in minutes.
The support team is always friendly.
The support team is always friendly.
What do you dislike about the product?
None that I have picked up, so far so good.
What problems is the product solving and how is that benefiting you?
We've become more effecient to the business and are more proactive. It was an seamless switch and the people in the busisness like it.
Freshservice review
What do you like best about the product?
There are several aspects of Freshservice that I consider my favorites: the ticket structure and categories, inventory access and equipment information, special service requests, and reports. You can use Freshservice's various tools to take care of your business. Additional features are available when other apps are integrated.
What do you dislike about the product?
Other than that, everything is fine. The customer support is exceptional, and solutions are usually available for any problems that arise.
What problems is the product solving and how is that benefiting you?
As for the problem of tracking information via email, we've solved that. Everyone has their own email account, so it's impossible to know who worked on which item. In addition to managing large internal projects, this system helps us manage day-to-day operations.
Recommendations to others considering the product:
It's really nice. The application is easy to use and you learn a lot with the tool.
A great service desk management system
What do you like best about the product?
Freshservice gives you great functionality for IT service management. It alllws you to manage IT tickets, assets, change management and more.
What do you dislike about the product?
The price for freshservice is a bit in the higher side and the ticket entry is not as quick and easy to navigate as teamwork desk
What problems is the product solving and how is that benefiting you?
We are able to manage all of our IT tickets and make sure all of the techs are on the same page and SLAs are met.
Recommendations to others considering the product:
Take a free trial and put it through its paces
Freshservice Improving Support Speed
What do you like best about the product?
- The possibility to create a service catalog, for each type of service request that I have in my company,
- The possibility to customize my support portal, and ticketing system, based on customers, companies, departments, I can set the tool in the way I want,
- Asset tracking, I can track, and see each asset in my network, and in my entire company, inventory control,
- UI friendly, a robust app store to integrate with a lot of systems,
- The possibility to customize my support portal, and ticketing system, based on customers, companies, departments, I can set the tool in the way I want,
- Asset tracking, I can track, and see each asset in my network, and in my entire company, inventory control,
- UI friendly, a robust app store to integrate with a lot of systems,
What do you dislike about the product?
The contract management could be a little bit better, with the possibility to track the contract with reports,
The communication with the support, international support is unrealistic about deadlines, ETA's
The communication with the support, international support is unrealistic about deadlines, ETA's
What problems is the product solving and how is that benefiting you?
With Freshservice I have the ability to skip rework with basic questions about any problem, as I have the ability to create a custom form for each type of problem my customers have
Efficient Ticketing Portal for Project Management
What do you like best about the product?
Freshservice is a very convenient and easy-to-use ticketing tool for your project management. All the tasks within operations/support get easily done through this and all the information for an issue is well captured in the ticketing portal of Freshservice.
What do you dislike about the product?
The mobile application needs to be streamlined and needs a lot of work. It constantly throws my user account and asks for login every other day, which isn't the case in the web browser. The application could be more user-friendly. One might need some time to get a hang of it.
What problems is the product solving and how is that benefiting you?
All the tasks/issues are well documented and all the information of the remediation are stored in the ticketing system. As a result, we can avoid these mishaps in the operations and minimize the downtime of the business environment.
Freshservice , a user friendly helpdesk tool for small to medium sized companies.
What do you like best about the product?
I like Freshservice becuse it is easy to setup and use
What do you dislike about the product?
I dislikethat I must extend Due by time manually
What problems is the product solving and how is that benefiting you?
All incidents and SR are registered and followed up on FreshService
Recommendations to others considering the product:
Go ahead and sign up. Once you start using it, you will not want to change it
Better than Zendesk, Simple and Intuitive
What do you like best about the product?
Modern look and feel, beautiful icons and this makes the whole experience nice and intuitive. The workflows are very easy to create. It didn't take very long for me to learn, the entire settings in the Admin panel.
What do you dislike about the product?
Nothing. Used to be slower in the beginning, but its getting better. Also, the package for 1 nice function could not be purchased ala-carte unless you upgrade the subscription package. The options asset management is not very nice, it downloads every softwares from a PC. We decided to not use their asset mgmt module though we have the free 100 items. Eventually, use AssetTiger for that.
What problems is the product solving and how is that benefiting you?
All our tickets were going to sharepoint which we self made at some point. Now, we have had 0 complaints from our end users. Miscommunication used to happen alot in the past, but this is resolved with the discussion feature and also ability to reassign to other users. Tasks list can also be done to ensure jobs are completed and the agents remember to perform them. With such comprehensive reports, this makes it easier for us to evaluate the agents for their performance review.
Recommendations to others considering the product:
Go ahead!
Get sorted with freshservice support
What do you like best about the product?
keeping in touch with my customers via freshdervice was the best decision ever. It’s very easy to create teams and their ticket routes too, accordingly. Not only that we can create separate teams for different tasks we can give them permissions related to their tasks which is very time-saving and easily manageable too. Also, for more or new users I don’t have to pay more.
What do you dislike about the product?
Although API is free it’s not complete. It works really well with companies having small or mediocre business setups but with large scale business companies it’s a bit tough, although management helps you a lot and very quickly with that too.
What problems is the product solving and how is that benefiting you?
it has lots and lots of customization options according to the need and nature of workflow. Its interface is very clean and easily adjustable. The options of assets manager and ticket manager are great. The API is totally free and app itself isn’t very costly. It helps record problems in the IT data base and we can refer to problems very simply by just searching.
Recommendations to others considering the product:
it has lots and lots of customization options according to the need and nature of workflow. Its interface is very clean and easily adjustable. T
showing 351 - 360