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Amazing Product
What do you like best about the product?
I love the simplicity, intuitiveness, and the feeling that someone has actually used this product for day-to-day operations.
What do you dislike about the product?
Biggest gripe is scheduling flexibility which is pretty minor. I can't say my maintenance window is the 3rd Friday of each month, it forces me to pick a specific date. It's minor, but more flexibility around scheduling would be nice.
What problems is the product solving and how is that benefiting you?
centralizing IT operations into a single SAAS solution has been a life changer for us. We're a small shop, and fresh service really gives us most of what we need. We've been able to shut off a few servers and really clean things up, in addition, i can give my internal customers access to inventory data they have never had before. Given this is a SAAS platform, having better faster access to incidents, changes, and inventory really helps us turn issues around a lot quicker as well.
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Taking my safety program to the next level!
What do you like best about the product?
Freshservice is easy to use and has given me the ability to take my Safety Department to the next level! Their support team is always fast to answer my questions and submit any requests to improve their product. I would highly recommend this product to any business.
What do you dislike about the product?
Anything I haven't liked so far has been addressed by their support team to improve their product.
What problems is the product solving and how is that benefiting you?
I am collecting data from safety observations, safety meetings, facility audits, incident reports, and that is just the start. The report/analytics functions have provided me with clean data to provide my operations team vital information to keep our employees safe.
Excellent product
What do you like best about the product?
It is fast and precise to create a ticket and provide a solution.
What do you dislike about the product?
So far I do not find anything that bothers me.
What problems is the product solving and how is that benefiting you?
review concurrent problems and give a definitive solution.
Recommendations to others considering the product:
It is intuitive and easy to use software. It meets its objective which is to improve response times to the IT service.
Freshservice is a great way to organize and track our current challenges and requests.
What do you like best about the product?
The most useful features are they have all in one offer. To be able to show precisely the tools and applications a requestor has. Their incorporation of platforms like Teamviewer is actually beyond good and helps the supporting workers members focus inside Freshservice pretty much with almost all of them uses.
What do you dislike about the product?
There's a lot of downsides to Freshservice because it's an ever-evolving network, so often when setting up ticket flows or job flows it may get a little complicated as to what you're including it they provide fantastic support that's able to hop in and help you set up everything you need.
What problems is the product solving and how is that benefiting you?
Freshservice solves our incident tracking problem and the management of requests for user support. We also do it in our Team for shift projects and project monitoring.
Recommendations to others considering the product:
If you're searching for an inexpensive approach that will transform the way tickets, change control, tech inventory, contracts and overall consumer loyalty are handled by your IT company, so Freshservice has been the resource you require. I use other Cloud-based solutions which are either excessively expensive to customize or just too complicated. You can implement freshservice in just a few days.
Great product and excellent company to work with.
What do you like best about the product?
It has all the functionality we were looking for and they are continuously improving the product. We also have a customer success manager who regularly contacts us to see how things are going and to offer advice on using the product optimally.
What do you dislike about the product?
The analytics (reporting) can sometimes be slow to produce or refresh
What problems is the product solving and how is that benefiting you?
It has made IT more accessible to staff. The system is available in all the countries in which we operate. The end user portal makes it easy for users to log tickets and they can also use email to do so.
A complete Helpdesk tool
What do you like best about the product?
Freshservice is a very powerful tool, complete customizable and with all features needed by IT teams to measure their performance and to have full visibility about their efficiency !
What do you dislike about the product?
Lack of remote desktop tool natively integrated
What problems is the product solving and how is that benefiting you?
Traceability, visibility over IT teams efficiency and centralization
Freshservice 08jun2020
What do you like best about the product?
It is very easy to configure and user friendly
What do you dislike about the product?
Custom reports could be better, allowing o showing custom text fields. It would be great to have a couple of reports for the project module.
What problems is the product solving and how is that benefiting you?
The information technology management is organized. You can see what every one is doing
Freshservice is a IT service desk to consider
What do you like best about the product?
The ease of use of the site for us and users to navigate. It is pretty flexible but has some limitations but they are always working on updates. The support is always prompt when there is a problem.
What do you dislike about the product?
At first when I signed up over 3 years ago I would find items that I would like added and thought would be beneficial. Since then they have been looking al feature request and have been really adding some good ones now especially in this time.
Their android app has had some issues too.
Their android app has had some issues too.
What problems is the product solving and how is that benefiting you?
I problem that I can recently think of is that we wanted to use more of the inventory to manage what was in stock but there was no way to see that state. They have added that now so that would help anyone else that is looking to do the same.
Recommendations to others considering the product:
Its a great modern helpdesk and helps out the save time for your IT and internal support team
Everything I want to see or automate is configurable by me
What do you like best about the product?
Between reports, workflows & automation, dashboards, etc., everything is configurable on a pick & choose/drag & drop platform. The filters I create can be made private or public and can then be turned into informational charts on my personalized dashboard. Each chart is interactive as well, so when I click on a part of a chart, my tickets relative to that part of the chart are presented to me.
What do you dislike about the product?
The only downside I've found so far is that you are only allowed 1 SLA chart in your dashboard. The way we have groups set up doesn't allow for us to see all the SLA information, by group, that we would like to see.
What problems is the product solving and how is that benefiting you?
The sheer efficiency in my response time is stellar. The visibility into my tasks is so clear. I've also noticed that our director can much more easily notice at a high level how the help desk is operating. On his personalized dashboard, he can see SLA breaches or overdue tickets and comment on them internally with private notes to get updates/provide additional information right within the ticket. We are also starting to use FreshRelase, so we will be able to tie tickets right into projects as tasks.
Progression through automation
What do you like best about the product?
Freshservice are reactive and proactive.
What do you dislike about the product?
Some support requests have taken longer to resolve than expected.
What problems is the product solving and how is that benefiting you?
Asset collation and maintenance management predominately. The automation tools are creating greater efficiency than anticipated.
Recommendations to others considering the product:
Don't judge a book by its cover. You will see a good product at first but as you read further you will realise it is a great product.
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