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A Powerful and Versitile tool for Workflow Management
What do you like best about the product?
The automation that freshservice is capable of really helps us to maximize our efficiency at completing our tasks and managing our time.
What do you dislike about the product?
Since I started using freshservice in April of 2019, the most consistent problem I've had is that the mobile app (android) does not always work properly. However, their support is very responsive when I report and issue and when the app does work, it helps tremendously when on the go.
What problems is the product solving and how is that benefiting you?
Technical helpdesk, customer service, and workflow management.
On of the biggest benefits of Freshservice is that it acts as a massive repository of information for us that we can refer to when needed.
On of the biggest benefits of Freshservice is that it acts as a massive repository of information for us that we can refer to when needed.
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Good, intuitive product
What do you like best about the product?
Ease of implementation and adoption from users
What do you dislike about the product?
Limitations on analytics and reporting; a little cumbersome in finding menues
What problems is the product solving and how is that benefiting you?
Insights to our IT support load, assignments, and response times. Improvements in our end user support (timeliness).
A complete Service Desk experience
What do you like best about the product?
The most helpful features are the all in one offering they have. Specifically to be able to view the assets and software that a requester has. Their integrations with tools such as Teamviewer is also beyond helpful and enables the support team to pretty much live inside Freshservice for all of their needs.
What do you dislike about the product?
So far nothing has jumped out. There has been a couple of issues with things like SAML and service catalog but their support team has been great at responding to those. Perhaps some changes to their documentation would help new users.
What problems is the product solving and how is that benefiting you?
We are now able to offer our team with an all-in-one solutions. From employee on-boarding to end user support. We no longer have to use 4 different tools. Their day passes also provide much needed help.
Recommendations to others considering the product:
I would recommend to go through the full trial first and draft a deployment plan. There are many features that need to be modified to support specific workflows. Use their success managers as much as possible. They are a great resource.
It has many functionalities that I like.
What do you like best about the product?
It has reporting services and so many needed tools/setup for a ticketing application
What do you dislike about the product?
The software and inventory need to be more robust.
What problems is the product solving and how is that benefiting you?
Ticketing/KB/Reporting.
Recommendations to others considering the product:
Good application
Best ticketing system for small to mid size business
What do you like best about the product?
Ease of use, convenient remote support, no infrastructure to maintain.
What do you dislike about the product?
The only downside is if you want to track your assets with this system. You will pay extra for each hundred assets.
What problems is the product solving and how is that benefiting you?
We did not have a ticketing system and Freshservice gave us a free trail period to test it out. We were not disappointed! We were up and running within a few hours of design and configuration.
Very helpful staff
What do you like best about the product?
The very helpful staff and an intuitive system for the users.
What do you dislike about the product?
Setup of different things are not always intuitive
What problems is the product solving and how is that benefiting you?
Standarized tickets with all information needed from the users
Recommendations to others considering the product:
Just do it.
Revolutionize Your IT Department
What do you like best about the product?
Freshservice streamlines our efficiency!
What do you dislike about the product?
Least helpful is inventory integrations.
What problems is the product solving and how is that benefiting you?
I implemented Freshservice in the Fall of 2016 and it has completely revolutionized our IT and development activities. Everyone in our company is a Freshservice requester. We've been able to streamline our proprietary app development process via Change and Release workflows, using Freshservice to collect tickets from all end users. Our IT team prioritizes end user incidents and service requests in Freshservice, and they manage each case through the Freshservice UI. We are able to gain insight into emerging issues and identify bugs via Problems to remediate issues with rapid response. We have integrated Freshservice with Slack making it simple to create tickets from conversations happening in Slack so we can better track and prioritize those issues as well.
Freshservice really shines in creating a single environment that allows our IT and Dev teams to remain in one application and respond with agility while keeping everything organized and prioritized. From inventory management to devops and a company wide Knowledge Base, Freshservice has been the single most valuable tool we have adopted for our IT department.
Freshservice really shines in creating a single environment that allows our IT and Dev teams to remain in one application and respond with agility while keeping everything organized and prioritized. From inventory management to devops and a company wide Knowledge Base, Freshservice has been the single most valuable tool we have adopted for our IT department.
Recommendations to others considering the product:
I highly recommend this platform to any CTO or IT Director in need of improving overall efficiency and organization.
Good service
What do you like best about the product?
The quick attention to questions on the Chat they handle. Their Chat also can appear on any tab, different to Fresh Desk.
What do you dislike about the product?
You need to be very specific with questions, otherwise it takes a while for the Agent to understand what you're talking about. This survey is very long and it takes too many steps to reach.
What problems is the product solving and how is that benefiting you?
installation Process flow
Simple and modern ITSM tool
What do you like best about the product?
Easy to set up and use.
Modern interface.
Fast and efficient support.
All-in-one ITSM tool for managing Tickets, Problems, Changes, Releases, Assets, Projects, Knowledge Base, etc.
Good reporting and analytics, with many out-of-the-box reports.
Integration with other Freshworks and third-party tools.
Day Passes for occasional agents.
Huge amount of resources (videos, ebooks, whitepapers, forums, etc.).
We received a good discount as a non-profit organization.
Modern interface.
Fast and efficient support.
All-in-one ITSM tool for managing Tickets, Problems, Changes, Releases, Assets, Projects, Knowledge Base, etc.
Good reporting and analytics, with many out-of-the-box reports.
Integration with other Freshworks and third-party tools.
Day Passes for occasional agents.
Huge amount of resources (videos, ebooks, whitepapers, forums, etc.).
We received a good discount as a non-profit organization.
What do you dislike about the product?
There aren't many things that we dislike of the tool. Of course there are functionalities that would be "nice to have" or that could be improved. Many of those can be asked for and sometimes it doesn't take long before they are implemented. Some functionalities are a bit basic or limited, but for our needs they have been more than enough.
Examples:
Cannot attach multiple files at once
No drag and drop attachment
Time tracking is wrong if you close the ticket before stopping the timer
Examples:
Cannot attach multiple files at once
No drag and drop attachment
Time tracking is wrong if you close the ticket before stopping the timer
What problems is the product solving and how is that benefiting you?
We moved our help-desk system from Zendesk and our ITSM from on-premise Spiceworks to Freshservice. We were able to unify two systems in one cloud-based, efficient tool.
With Freshservice we were able to introduce ITSM/ITIL methodologies and best practices.
With Freshservice we were able to introduce ITSM/ITIL methodologies and best practices.
Recommendations to others considering the product:
Give it a shot! The support team will be available to help with the implementation and the transition from existing systems. You can always request a demo or sign up for a free trial to test the functionalities and interface.
Great product
What do you like best about the product?
It has a simple interface and it is cloud hosted, but still has all the features I needed.
What do you dislike about the product?
There are several features in the higher level products that I would find useful, and would like to have access to.
What problems is the product solving and how is that benefiting you?
We now have a fully functioning service desk system that generates tickets from client email requests.
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