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I love the way of ticketing for problem in it department
What do you like best about the product?
What I like most about freshservice is the way nus can handle tickets in different ways. Soon we will incorporate the continuous improvement department into freshservice for the follow-up of their continuous improvement. What I also like is the fact that everything is customizable to what we want. It is easier with the freshservice dashboard to know where we are in our requests coming from the users. Another good thing about this software is the way the user sees the progress of his request.
What do you dislike about the product?
What I like the least is that on the freshservice side is the time to make new feature requests. They take a lot of time to arrive. On our side we have programmers who can make development requests, but since we don't have access to the database we can make development requests on our side. It would have been very simple also to have access to the database to make development requests to do BI with power BI.
What problems is the product solving and how is that benefiting you?
We no longer have all development requests in our mailboxes. It's also easier to share where we've reached the requester on their request. Ease of use is also much simpler for everyone. We have increased our speed to execute requests from all over the world.
Recommendations to others considering the product:
Freshservice is the best software for everything related to the IT department.
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Works well, great support
What do you like best about the product?
Simple, easy to setup. Has everything you would need out-of-the-box for help desk, knowledge base, change management, and asset inventory system.
What do you dislike about the product?
One quirky thing that we found was that you couldn't track software inventory the same way you could for hardware inventory. We ended up listing our software assets as software categories of hardware to get around it. Would also like to see a better free form method for describing inventory with pictures / WYSIWYG editor (versus plain text form fields and attachments).
What problems is the product solving and how is that benefiting you?
Associate tickets to problems as well as assets (for better reporting), as well as tracking production changes to servers, software, and networking equipment.
Recommendations to others considering the product:
Set up the trial and see if it meets your needs.
Customer Service was helpful
What do you like best about the product?
I asked a question regarding the service catalog (how many checkboxes are available) because I kept receiving an error when I tried to save. They told me the limit was 25. I provided my use case for why we needed more and they increased the amount to 60. It was very easy and quick to get that change.
What do you dislike about the product?
Nothing to do with the customer service. FreshService isn't as customizable as I would like, having to do some workarounds.
What problems is the product solving and how is that benefiting you?
It's pretty organized. Helps our team stay on top of tickets. We have quite a few different teams who use this so it helps us work together when needed but also keep that separation as well.
Great tool, and superb team behing it
What do you like best about the product?
The speed, and API first design. Good UX design
What do you dislike about the product?
Support can be hit and miss depending on the day.
What problems is the product solving and how is that benefiting you?
ITSM
Excellent incident and service request communication and productivity tool for end-user support
What do you like best about the product?
- Workflow Automations.
- Quick responses & shortcuts.
- Well organized views.
- Knowledge Base
- Easy to use
- AD Integration
- Quick responses & shortcuts.
- Well organized views.
- Knowledge Base
- Easy to use
- AD Integration
What do you dislike about the product?
- Could use a little more color shading by priority to help sort a board of many requests. Can accomplish by opening several tabs/views.
- Difficult to group Parent-Child tickets if tickets are already closed/can't remember title or requester of previous tickets that have grown to become a bug or current known issue.
- Can't report on tags
- Difficult to group Parent-Child tickets if tickets are already closed/can't remember title or requester of previous tickets that have grown to become a bug or current known issue.
- Can't report on tags
What problems is the product solving and how is that benefiting you?
- With the right set-up custom to your needs it helps stay on task and keep a record of issues.
- Use to resolve all kinds of user issues, service requests, changes.
- Also some project tracking
- Use to resolve all kinds of user issues, service requests, changes.
- Also some project tracking
Recommendations to others considering the product:
Review your licensing options. In some of the upper tiers there are some really great management, collaboration and workflow options for larger teams
Knowledge
What do you like best about the product?
Manage all of our services in just one tool.
What do you dislike about the product?
Thera are things that i would like to make changes and lastly, im in permanent contact with the FreshService Support, to help me on that
What problems is the product solving and how is that benefiting you?
All Incidents and Services requests today are handled and recorded via ticket.
The reports are practical and easy to present the numbers to the company management.
The reports are practical and easy to present the numbers to the company management.
Snappy, Easy-to-Use Interface
What do you like best about the product?
The ease of use and snappy interface. I was able to familiarize myself with the product quickly and the customer support team is attentive and great to work with.
What do you dislike about the product?
I wish it were a little easier to track closed tickets.
What problems is the product solving and how is that benefiting you?
I am able to track tickets easier through the web and mobile app. Our users also notice increased productivity.
Lots of features, often terrible implementations and service
What do you like best about the product?
FreshService offers lots of features other ITIL/ITSM platforms don't: CMDB, forms, automations, incoming/outgoing webhooks. Pricing would be outstanding if the features worked as they should, but very often the platform feels like a beta product.
What do you dislike about the product?
Ooof, so much... Jamf inventory integration doesn't work and has never worked despite over a year of continuous troubleshooting with support. I know no one who has gotten FS's Jamf integration to work properly. I don't even know why they offer it. The admin panel is a mess, finding what you need often requires google searches. Support is OK to a point, but they tend to yes you to death, but don't follow up when they hit a wall in troubleshooting. Account managers change out every 3-6 months and are not able to affect much change when the product isn't delivering on its promise. Lots of little annoying "why can't I do this simple little thing?" moments: can't re-order articles within a support KBase, no error log for inventory syncs, no G Suite directory sync (just a crappy contact sync, which is not very useful). Typically every update released cuases a new UI goof, which results in an overall lack of progress in getting the product to where it should be.
What problems is the product solving and how is that benefiting you?
We manage all IT, Finance, and Office requests via the support portal. The ability to create forms that trigger processes for on-boarding, off-board, data transfers has been the one overwhelmingly useful feature that has kept me from jumping ship. Frankly, I am sick of the shortcoming and actively searching for a more polished alternative.
Recommendations to others considering the product:
FreshService looks great on paper, it's less impressive when you actually use it. Yes it has a lot of features, but many of them are half-baked. It can be useful for sure and it's not the worst Helpdesk in the world. But it could be so much better if the quality control and UI was improved.
Simple and effective ticketing
What do you like best about the product?
It's simple, easy to configure, and there is a game element that adds a bit of fun to a rather mundane application.
What do you dislike about the product?
Sometimes it can be too simple, but if it were more complex then it would lose it's appeal.
What problems is the product solving and how is that benefiting you?
We're using FreshService to address incidents, fulfill requests, manage assets, provide self service solutions articles, and we're looking into rolling out the Onboarding module in the very near future.
Great support, and a flexible, versatile product
What do you like best about the product?
Single signon and the ability to integrate with so many other systems.
What do you dislike about the product?
Some things are not intuitive at first like figuring out how to change some properties of a ticket, or finding certain tickets.
What problems is the product solving and how is that benefiting you?
Service portal for our customers, time tracking for techs with Harvest integration, documentation that can be shared with clients, single sign-on with our AD logins, new user creation process
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