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Freshservice as a tool for IT
What do you like best about the product?
the use of the ticket system is very easy. The use of the Knowledge Base is very helpfull for the users.
What do you dislike about the product?
there is a limitation of scanning Assets in the 'basic' version.
What problems is the product solving and how is that benefiting you?
all IT requests from users in our company
Recommendations to others considering the product:
no advise
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Great product. Great support.
What do you like best about the product?
Easy to use, the function to email users or agents from within the ticket makes getting help or second eyes very easy.
Having had bad experiences of web based call logging systems in the past, I was worried about the performance but it's snappy and highly configurable.
Having had bad experiences of web based call logging systems in the past, I was worried about the performance but it's snappy and highly configurable.
What do you dislike about the product?
the workflows and admin functions arent the easiest to use. Lot of support available though.
Tasks dont work as I expected. It's a shame you cant assign tasks like you would an SR or incident
Tasks dont work as I expected. It's a shame you cant assign tasks like you would an SR or incident
What problems is the product solving and how is that benefiting you?
the reports and ability to email people from within the ticket are excellent
Recommendations to others considering the product:
Do it.
freshservice is a good tool for reports and alerts
What do you like best about the product?
the best part are alerts and reports which we are getting in timely manner and reports we can schedule as per customer requirement
What do you dislike about the product?
a little part is not disliking but its little late response from support
What problems is the product solving and how is that benefiting you?
we are adding servers and network devices like firewall switches and domain etc to get alerts in timely manner. we resolves issues after getting a alert from this tool
Recommendations to others considering the product:
i would like to recommend this tool for helpdesk, ITSM tool to my other friends in IT services
Has been a good helpdesk platform for our MSP
What do you like best about the product?
We are able to easily manage multiple helpdesks, to support all of our clients.
What do you dislike about the product?
Can be very sluggish and slow to load at times.
What problems is the product solving and how is that benefiting you?
Fielding helpdesk requests and approvals.
Couldn't work without Freshservice
What do you like best about the product?
Freshservice combines all the functionality you need to run a service desk from a single portal.
With the ticketing system, you are always on top of any issues the business may be experiencing.
The CMDB makes it easy to keep track of your assets. With the ability to link the tickets to assets, we can identify which assets have been causing issues over time and can replace them before they become an issue again.
The solutions area is very useful for keeping information for both technicians and end users.
With the ticketing system, you are always on top of any issues the business may be experiencing.
The CMDB makes it easy to keep track of your assets. With the ability to link the tickets to assets, we can identify which assets have been causing issues over time and can replace them before they become an issue again.
The solutions area is very useful for keeping information for both technicians and end users.
What do you dislike about the product?
There are some functions we have asked for which are not on the Freshservice roadmap. One example would be the ability to turn a managed asset into an unmanaged one, whilst retaining all the previous information within it.
Apart from that, there is no other issues I have with Freshservice
Apart from that, there is no other issues I have with Freshservice
What problems is the product solving and how is that benefiting you?
We use Freshservice for logging and tracking issues with our IT systems, whether it be with the infrastructure or an end user application.
Fantastic Ticket System for Companies with ITIL based Help Desk!
What do you like best about the product?
Freshservice is a very easy to use ticketing system which is scalable and reliable for tracking break/fix issues as well as projects. Another area in which it shines is the tracks change managements as well as assets all in on platform. Yes there are other ticket systems out there which mimic the same functionality however the way Freshservice organizes its information within the portal makes it easy for agents as well as administrators and supervisors to see the influx of incidents coming in. Freshservice also has a great built in feature for ticket agents to track their ticket throughput with achievements. Its a small but mighty feature to incentive help desk agents to get through tickets. Finally where this product truly shines is with integration. We are able to link Freshservice without company chat tool which allows us to program bots that will alert us via instant message when urgent issues arrise. Very dependable product!
What do you dislike about the product?
There arent many downsides to Freshservice as it is an ever evolving platform however sometimes when configuring ticket flows or work flows it can get a little confusing as to what you're doing however they offer great support who ready to jump on and help you configure whatever you need.
What problems is the product solving and how is that benefiting you?
With Freshservice being deployed to our company we were able to ditch our in house ticket system which was a pain to maintain and very costly and time wasting. Also we are able to do much more than track break fix incidents, we are able to manage all of our inventory within the portal allowing us to get away from other assest management softwares. It saves us time and money when we can integrate everything within one portal and it allows us to track everything seemlessly. We are also able to conduct change management through Freshservice using their built in change calendar and approval processes.
Recommendations to others considering the product:
If anyone out there is looking to switch to a new ticket system or go to a cloud based ticket system, definitely consider Freshservice when evaluating.
fast and efficient solution
What do you like best about the product?
straight forward and quick to deploy, its easy to get a service desk, asset management etc rolled out with not much effort. automatic emails to agents and clients is good too.
What do you dislike about the product?
its fast and straight forward BUT its not 100% configurable like some service desk solutions BUT the last of being 100% configurable means that for most of the users its straight forward and little to no stress to deploy
What problems is the product solving and how is that benefiting you?
managed solutions, internal service desk
FreshService is a great ticketing tool and is super easy to use
What do you like best about the product?
The design and UI. It makes it super easy to navigate through the SAAS.
What do you dislike about the product?
Some options aren't available and they are basic.
What problems is the product solving and how is that benefiting you?
Way faster incident resolution than our previous ticketing system.
Fresh Service Review
What do you like best about the product?
They try by all means to align with ITIL's best practices. And always respond within 5 mins.
What do you dislike about the product?
A few functionalities meant to be flexible are hardcoded.
What problems is the product solving and how is that benefiting you?
Being able to quickly resolve customers' tickets on time, and provide pretty reports.
Recommendations to others considering the product:
If you are looking for something easy to configure and maintaining check Fresh Service.
Great Platform for small businesses
What do you like best about the product?
Freshservice has a huge suite of applications that help get your business moving from small to large scale businesses at a cost effective price. Their support staff is super friendly and responsive as well.
What do you dislike about the product?
While they're still in transition of unifying all of their products, it does make difficult for jumping in between products.
What problems is the product solving and how is that benefiting you?
Asset management, Employee data (HRIS), and onboarding. Freshservice makes it easy to do it all
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