External reviews
External reviews are not included in the AWS star rating for the product.
Good ITSM Tool for an enterprise
What do you like best about the product?
Easy to use
Simple
Accessible on the fly
Simple
Accessible on the fly
What do you dislike about the product?
Integration abilities with third party applications
What problems is the product solving and how is that benefiting you?
Ease to report Incidents/Problems and Service Requests
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Excellent product for ticket, asset tracking and production/workflow follow through.
What do you like best about the product?
Ease of ticket creation, updating and tracking.
What do you dislike about the product?
User interface can be improved upon. Email ticket creation can be fine tuned with more configuration options.
What problems is the product solving and how is that benefiting you?
IT Ticket tracking, creation and follow through.
Centralized location for IT tickets related to current short-term work and long term projects.
Centralized location for IT tickets related to current short-term work and long term projects.
Recommendations to others considering the product:
Trial the software before committing to subscribing to ensure it works for your needs.
FreshService-Desk-Review
What do you like best about the product?
Freshservice was a recommended download from spiceworks community. Once I installed the product setup was almost immediate. It helps create the necessary records tables and email MX connections/setup
What do you dislike about the product?
has limits on basic version on who can use, but does allow all users to connect and submit service issue and tracking.
What problems is the product solving and how is that benefiting you?
A way to track and assign technical work based on skills and email tracking for things like auto-reply if services get overwhelmled.
Freshservice - a success for added vaue to our customers
What do you like best about the product?
The flexibility and the extremely good possibilities for automating processes.
What do you dislike about the product?
there is nothing to dislike. is very happy
What problems is the product solving and how is that benefiting you?
Single point of contact for the customer. all inquiries regarding IT related questions come into Freshservice. Which then is automatically routed to the right person/role based on what kind of inquiry it is.
Recommendations to others considering the product:
Just go for it! It's absolutely amazing. Easy to build automation, reports and statistics. very good overview of cases, case processing and statistics on how the departments deliver
Easy to Use and Flexible Service Desk
What do you like best about the product?
Extensive customization options and robust API allows a high degree of adaptability to your needs.
What do you dislike about the product?
GUI can sometimes seem antiquated, and Solutions section is difficult to navigate and search.
What problems is the product solving and how is that benefiting you?
Built-in automation options make it easy to trigger custom emails, Slack integrations, and create/manipulate tickets based on whatever triggers are needed.
IT asset management
What do you like best about the product?
I use Freshservice because it is an easy to use platform and it is quite affordable, it contributes to my IT and even non-IT asset management, implementing good ITIL practices guides us and restructures the final goal of improving the service we offer, with a constant monitoring, efficient administration and impact analysis. Together with its interface, it is possible to carry out most of the functions in an intuitive and automated way that help I to do my job more efficiently. I like that it is highly customizable, it offers extensive configuration capabilities to adapt everything as needed. Tracks problems exhaustively, auditing problems and reviewing the most recurring problems. It provides other tools that allow monitoring workflow and task compliance, as well as ITSM and CMDB options that allow efficient resource management, changes and incidents.
What do you dislike about the product?
Its customer support is quite responsive and attentive to any inconvenience, it is an easy to use platform and without a doubt affordable with respect to price, flexible and provides automated access, on the other hand, it has a wide variety of tools and configuration options. However, I feel that there should be more options for integrations, in this way I could unify the IT work and make everything I can manage from a single system.
What problems is the product solving and how is that benefiting you?
Every day it allows us to carry out a job with greater precision, covering multiple aspects that allow us to exponentially promote the service we offer to each of our clients, in this way we improve our work and professionalism in a more comprehensive way, streamline work saving a lot of time and money (more than expected) and we satisfactorily attend to what the customer wants.
Recommendations to others considering the product:
It is a tool that has it all, you don't need to look any further, join Freshservice and discover it.
A great and ideal tool.
What do you like best about the product?
Freshservice is a great tool very sophisticated according to its well designed integrations of functions, when we go to most of its maximum functionality, on the one hand, this software helps to maintain an excellent database of information technologies, mostly for ongoing activities and encourages addressing problems with simple and instant searches, underlining that it operates very well as an asset manager or controller of an entire company in general, which makes it a multi-purpose system.
What do you dislike about the product?
We can consider that to configure it completely, when we go to the software infrastructure, which are determined large-scale terms, they turn out to be in high proportions, very difficult, although the support helps in these situations, it is still an adaptation problem to each of the users that use Freshservice on its platform, including the theme, that the ability to add new categories is not as intuitive as it seems to be from a naked eye.
What problems is the product solving and how is that benefiting you?
Freshservice is used in most of the company by different laboratory areas, since it is our corporate support platform at a general level, when a problem occurs, this system is available to solve them in a matter of a short time, that is, we use this software for since it allows us to handle the help desk tickets with ease, more than anything it is promoted by the department that is based on the operations of our business group, because thanks to this service we have been able to greatly simplify the service process to end users guaranteeing the satisfaction of the answers provided.
Recommendations to others considering the product:
Freshservice stands out as an internal ticketing system in small and medium-sized companies, because this software has enough integrations to cover most of the cases of your daily use, especially if you need a control of the assets that you keep in your company, since this service is undoubtedly the best you can consider, mentioning that it acquires other functionalities that make it a multipurpose platform, which can use the program for the needs it presents, as long as its intentions are similar to the operations carried out by this service.
Maintain a better flow of solutions with incredible flexibility thanks to your tools and management.
What do you like best about the product?
in unprecedented amounts we can describe that this software generates satisfaction according to the work it employs and facilitates that of companies, for which I really like, canned solutions allow our agents to prepare detailed answers that we use often and that they contain the protected information that we do not want to come to light of the other companies, allows us to maintain a constant development that is quite effective when using this software.
What do you dislike about the product?
Sometimes workflow automations have run into order issues and a lot of misapplied jobs when multiple issues are reported on a single ticket, integrated reporting was not helpful which would be a glitch mid-level itself evaluated by a hierarchy, in other mid-design functionalities, we can highlight that the API with which this software is supported is incomplete.
What problems is the product solving and how is that benefiting you?
It is an excellent software to manage the assets of our company and make feasible internal requests, all areas of my company use freshservice, we use this system in the same way because it allows us to integrate other platforms, through custom applications, It is very Easy to use, quick to configure and the time to implement the service on our platform was very short, as it promoted our troubleshooting process and helped in the timely resolution of tickets.
Recommendations to others considering the product:
The pricing scheme and the ability to upgrade when needed, allows you to try the free version and graduate to other plans as modules are needed, it is recommended for its various solution-based functionalities, it maintains a large number of procedures that It facilitates and makes work flexible when using it, some of these administrations are tasks, priority knowledge bases for better performance when using this software, tasks, projects and among other essential functions.
Great IT tool for customer technical support
What do you like best about the product?
Without a doubt, what I like most about Freshervice is its simplicity when it comes to use, it makes it a very harmonious and elegant software, an aesthetic detail but which I give a lot of value and if we add that it can be customized to our liking gives much more value, small details, but I am sure there will be many more people who think that the visual aspect will always be one of the most important aspects.
What do you dislike about the product?
The only thing that I think FreshService should improve is the tiered payment system that requires different payment amounts for different functions. While Freshservice is affordable, it can be frustrating when you see an interesting feature and want to try it out, only to find that your particular tier is not supported. Of the rest, everything else is extremely superficial and does not affect the user experience.
What problems is the product solving and how is that benefiting you?
I consider that the biggest benefit that this software offers me is that now I can count on a much more efficient team in IT, as I have noticed a huge improvement in the number of tickets answered per month, this is reflected in an increase in the number of sales and satisfied customers, thanks to the fact that Freshservice makes the entire process much easier and more orderly.
Recommendations to others considering the product:
If you need software to answer your customers tickets and provide efficient technical support, Freshservice is undoubtedly one of the best options that we can find, since it has a very affordable price and has quite good tools that will help us during the day. As of our work, we can also say that the customization options are very varied and this adds an additional plus that makes it stand out among similar software.
Freshservice is a great tool!
What do you like best about the product?
Very easily and quickly configurable to your needs, is a product that's constantly being improved and their support is fantastic. Even if you just have a simple question via live chat, the guys are on it so fast. We have an end user support base of approx 250 and increasing and Freshservice meets all of our requirements with ease.
What do you dislike about the product?
Occasionally I tend to naturally look in the wrong area for settings/configs so, perhaps the intuitive function of the GUI could be worked on and potentially a more in-depth portal editor - or maybe a simple "how-to" guide linked in these areas would be great.
What problems is the product solving and how is that benefiting you?
Before Freshservice we were using Spiceworks which did not cater to our growing business and did not provide enough analytics to support our departments function. I can now create all the necessary reports required to justify growth and additional resources and show trends and other features to my direct reports - so this has made my life so much easier in that regard.
Our knowledge base articles are being utilised by our end users and we are building on this more and more.
Our knowledge base articles are being utilised by our end users and we are building on this more and more.
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