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Helps me manage my IT inventory
What do you like best about the product?
I like the asset management module. I like how easily I can identify what assets are assigned to an employee (PC hardware, software licensing and subscriptions, etc.) I can easily report on what I have in stock and aging of computers.
What do you dislike about the product?
Haven't experienced any downsides of using FreshService yet.
What problems is the product solving and how is that benefiting you?
I solved the problem of keeping a meaningful hardware and software inventory. I'll be using FreshService to implement a HelpDesk system next.
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Freshservice Support. Was good and will be good.
What do you like best about the product?
I was a little worried when Freshworks turned off the chats on their pages because I always got quick and competent support here.
But my fear was unnecessary, I also get feedback via email within a very short time, which usually led to the solution the first time I contacted them.
The contact is always friendly and also happy to help with complex problems and questions.
But my fear was unnecessary, I also get feedback via email within a very short time, which usually led to the solution the first time I contacted them.
The contact is always friendly and also happy to help with complex problems and questions.
What do you dislike about the product?
to be honest. I have nothing i dislike. Everything is good as it is.
What problems is the product solving and how is that benefiting you?
We have very different requirements for the tool. Since we are a reseller, we meet new challenges every day thanks to our customers.
Be it logical problems with large automations or simple settings.
We, as well as our customers, have unfortunately lost their lives since freshservice was launched.
Be it logical problems with large automations or simple settings.
We, as well as our customers, have unfortunately lost their lives since freshservice was launched.
Recommendations to others considering the product:
If you are still looking for an ITSM tool that fulfills all your needs, then take freshservice and stick with it.
Team Feels Freshservice is Clean & EASY
What do you like best about the product?
-Clean GUI
-Easy to Use
-Packed with Features
-Great Asset Tracking
-CSAT Scores
-Very GOOD Mobile App
-Easy configuration that can be done in house
-Easy to Use
-Packed with Features
-Great Asset Tracking
-CSAT Scores
-Very GOOD Mobile App
-Easy configuration that can be done in house
What do you dislike about the product?
-Agent in-app Notifications could use work. It would be nice to filter notifications by group
What problems is the product solving and how is that benefiting you?
Collaboration has increased! Collaboration between teams have increased! We are now able to bring other teams onboard
Recommendations to others considering the product:
Be very clear on your needs
Solid Platform for MSP
What do you like best about the product?
Able to Evolve the platform over time as our needs have changed
What do you dislike about the product?
A lot of overhead in setting up. An import feature would have assisted.
What problems is the product solving and how is that benefiting you?
Dashboard customization allows for good Macro views for team management and the ability to focus on the desired area's for individual techs
Recommendations to others considering the product:
Design your support process well
Excellent product, brilliant support
What do you like best about the product?
Dashboard provides clear and concise information visually. Support has been extremely well received.
What do you dislike about the product?
Some of the limitations of the Blossom package particularly with solutions not be available for templates requests from the end user portal. A pretty big jump in pricing from Blossom to Garden given only asset management and solutions being added.
What problems is the product solving and how is that benefiting you?
Consistency in responses to clients with canned responses. Visual dashboards for management and supervisors to be able to birds eye view tasks within the service desk. All staff able to see communications in a single system.
Extremely useful program that is constantly evolving.
What do you like best about the product?
I like the customizability of the dashboard, the ticket filters, and the app.
What do you dislike about the product?
Any problem I have had has been resolved in one day. Nothing to dislike about that.
What problems is the product solving and how is that benefiting you?
I work for a school district. I usually help teachers with computers, but we have opened our help desk in the COVID-19 pandemic to the public. They can easily create accounts and submit tickets.
FreshService is incredibly easy to use for the techies and the end users
What do you like best about the product?
The user interface is very intuitive allowing you to do things very quickly with little practise.
What do you dislike about the product?
Some columns can't be added to the ticket view such as SLA forcing you to do an export to Excel to find detail. The workflow doesn't allow you to drag existing elements into new places once configured.
What problems is the product solving and how is that benefiting you?
We solve everday problems. We find the simple nature of the note system on tickets very easy to pull in other and collaboration just occurs without people thinking about it.
Recommendations to others considering the product:
FreshService is a very compelling platform. What it does do it does very well. User like it. Techies like it. It is incredibly simple to use.
Great all round support product
What do you like best about the product?
The user interface is clean and simple to use, it's easy for an end user to customise and manipulate the front end. There are large parts of the system that I've not explored yet
What do you dislike about the product?
The change from Dispatchr Automator rules to Workflow automator meant that I have a huge workflow that I need to find time to break down into simpler individual workflows so that I can see easily what they do and where to change. If I was starting from scratch that would be easy. I also wish that you could bulk add a private note to tickets.
Would be good to know if another agent is currently looking at a ticket.
Would be good to know if another agent is currently looking at a ticket.
What problems is the product solving and how is that benefiting you?
Better visibility of the quantity of tickets and the ticket types. Interfaces with other clients support software and allows a small team to look after a large user base easily.
Recommendations to others considering the product:
Look carefully at the options for the different level of license and make sure you choose the right one for your requirements
Less laggy than connectwise !
What do you like best about the product?
This app is really fast and for us in IT it matters a lot! It should be your main priority!
What do you dislike about the product?
There is no dark theme as of right now, it could be a little bit faster too, let agent disable some information display or features so it loads faster?
What problems is the product solving and how is that benefiting you?
I fix hundreds of tickets for a private jet company
Recommendations to others considering the product:
Definitely use a dark reader or any chrome extension to make the page dark, because it's very white. Also, the hotkeys are a must!
best helpdesk soltion I have worked with
What do you like best about the product?
users can easily make tickets and the overall flow of working on a ticket with a user is very good.
What do you dislike about the product?
involve or contacting multiple users in one ticket.
What problems is the product solving and how is that benefiting you?
we are a small IT team with many users, before we used topdesk but our users did not like the experience and would rather call us ore come to us with problems.
with freshservice the experience is better so users don't find it annoying to make a ticket.
with freshservice the experience is better so users don't find it annoying to make a ticket.
Recommendations to others considering the product:
Would recommend it to anyone still using topdesk
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