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Easy to deploy and use IT ticketing and project management system
What do you like best about the product?
Freshservice is a tool I used many years ago and have come back too. Freshservice offerings are an excellent fit for today's IT needs. The controlled ticketing workflows are easy to set up and use as well as the project management tools.
What do you dislike about the product?
Project management needs more features, but as it stands, it works
What problems is the product solving and how is that benefiting you?
We had an increasing number of walk-in users and poor project management. Freshservice provided a very simple easy to use interface that didn't intimidate users, making it quick to put requests in. Project management was quick and easy to setup and provides a great birdseye view of current statuses.
Recommendations to others considering the product:
You won't regret. Works on small and large scale setups.
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Muy sencilla la aplicacion ya que es un traje a la medida segun la empresa que la implemente.
What do you like best about the product?
Muy sencilla la aplicacion ya que es un traje a la medida segun la empresa que la implemente.
What do you dislike about the product?
que hay cosa que no se pueden modificar y requiere muchas consulta a support fresh
What problems is the product solving and how is that benefiting you?
El ordenamiento y poder implementar procesos ITIL
Recommendations to others considering the product:
lo sencillo de administrar
Quick and Friendly Service
What do you like best about the product?
Organized and easy to use for all, easy to manage many service requests at once.
What do you dislike about the product?
Can be hard to add contacts as requester's and doesn't always work properly
What problems is the product solving and how is that benefiting you?
Able to manage over 60 location and help to provide support as needed
Recommendations to others considering the product:
Fresh Service is a great option for companies that need to manage support for many different locations. It provides a easy to use setup that can have you resolving problems in a easily manageable format.
Perfect for any Helpdesk Ticketing Needs
What do you like best about the product?
User Interface is super easy to use, and the customer service is very helpful, particularly their Development Engineers.
What do you dislike about the product?
I've only had a few bugs, like Notifications not working as expected, but the Development Engineers jumped right on it and update me all along the way and resolved my issues quickly.
What problems is the product solving and how is that benefiting you?
Currently use Freshservice as the IT Helpdesk solution for a County Office of Education. Much easier than trying to organize everything through Email and sticky notes.
Recommendations to others considering the product:
If you're considering making the switch, DO IT!
A new servicedesk
What do you like best about the product?
All the possibilities on processing and managing tickets
What do you dislike about the product?
There should be a simplified version for basic users, there are too many options for some people
What problems is the product solving and how is that benefiting you?
Taking care of incidents And problems of about 1000 workers and about 50 different software and service requests for these
Recommendations to others considering the product:
Take your time finishing rhe portal, create good automations to easily process all incoming tickets. Also some people are a little old fashioned, remember to keep the submitting by email on.
Simply Incredible, Modern, Simple!
What do you like best about the product?
Freshservice is Modern, easy to use and amazing up-time!
What do you dislike about the product?
Out of the box, reporting is great, but some of the creation of analytics reporting can be lacking in graph or summary views.
What problems is the product solving and how is that benefiting you?
Incident and Asset Management has become such an enjoyable time.
Recommendations to others considering the product:
#1 Customer Service is simply amazing!!!! everything from the rollout to the current support is just one of the best experiences I've ever had in my IT career.
Highly customizable software, excellent ticketing system
What do you like best about the product?
Its rich number of features make this software a Swiss knife, it is highly configurable to work for various purposes, it can be used as a help desk, it service management tool, all on one platform which makes it flexible at all times. Its easy use allow the team to adapt quickly to the workflow of the application, has a organized structure that facilitates the management of changes, updates, incidents and other administrative business tasks.
What do you dislike about the product?
Customer support is usually moderately responsive so you'd expect to have your ups and downs regarding the waiting time to contact a support agent for the first time as there were times I had to create another ticket to have a response from their staff. Even though this software is highly scalable it suffers when adding different modules in its functionality, besides that the ones available are not as complex as i expected. The mobile app falls short of features, which decrease productivity for users who normally work with mobile devices
What problems is the product solving and how is that benefiting you?
Having the possibility of having a software as efficient as this has made our team more productive since joining our company, the wide variety of reports, project management, creation, editing and management of a ticket system almost impeccable to resolve our customers' incidents as efficiently and quickly as possible. In addition to this having the feedback of our customers allow us to have that feedback of opinions and criticisms that make us improve and focus where our weaknesses are.
Recommendations to others considering the product:
Freshservice gives you a range of options to choose from when designing and applying ITSM for your business or company, the large number of features allow you not to run out of options when making your tasks easier and more efficient either in the web portal or in the ap mobile file (although the latter has room for improvements). Its user interface is quite modular and easy to use thus allowing a quick learning throughout all its functions.
The support was quicker than expected
What do you like best about the product?
Instance response and action even after office hours
What do you dislike about the product?
No observation at the moment. Hence nothing.
What problems is the product solving and how is that benefiting you?
SSL Certificate creation
Recommendations to others considering the product:
Recommended the product due to the following reasons.
a) Ease of use.
b) Instance support.
d) Less Price compared with other products available in the market
e) Integration features
f) Functionality
a) Ease of use.
b) Instance support.
d) Less Price compared with other products available in the market
e) Integration features
f) Functionality
A modern servicedesk tool
What do you like best about the product?
FreshService is cloud-based, has apps that run on mobile devices, has single sign-on and is very intuitive. There are a lot of features that our previous servicedesk-tool could not do so it is such a relief that FreshService offers all these features.
We went live with FreshService in March and 2 weeks later we had a company lockdown because of COVID-19. As we pushed the FreshService-app to all employees mobiles in March, employees knew how to create tickets and find solutions in FreshService.
This was a huge time-savrs for IT : you can create solutions like manuals and how-to's, and send the link within the ticket. All solutions are easy to find and easy to be updated.
Another thing : FreshService gives excellent support.
We went live with FreshService in March and 2 weeks later we had a company lockdown because of COVID-19. As we pushed the FreshService-app to all employees mobiles in March, employees knew how to create tickets and find solutions in FreshService.
This was a huge time-savrs for IT : you can create solutions like manuals and how-to's, and send the link within the ticket. All solutions are easy to find and easy to be updated.
Another thing : FreshService gives excellent support.
What do you dislike about the product?
There are a few things that would be 'nice to have', like a loan agreement that an employee can approve. But that's just because FreshService offers so much more than our previous servicedesk-tool that you hope it can do everything
What problems is the product solving and how is that benefiting you?
IT-related issues and IT service requests ,Employee on-and offboarding, Travel approvals
Recommendations to others considering the product:
Implementation of FreshService can be done within a month, consultancy is handy but not required.
Great service with individual solutions.
What do you like best about the product?
Freshservice (and Freshworks in general) is providing a very good kind of customer-service. Not just including fast and professional response to support tickets, but although kind of individual solutions as far as possible. The pricing is very good for all the service offered.
What do you dislike about the product?
Some features for MSPs (Multi Service Providers) take a long time to be implemented.
What problems is the product solving and how is that benefiting you?
Complete MSP-Service for all our customers.
Recommendations to others considering the product:
1) Check if the software fits almost all your needs
2) Make a list of features you need to have but are not implemented in freshservice and ask their support
3) Get used to the API and look if some of the 1) can be solved via API
2) Make a list of features you need to have but are not implemented in freshservice and ask their support
3) Get used to the API and look if some of the 1) can be solved via API
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