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Great software to help manage our knowledge base and tickets
What do you like best about the product?
The interface is clean and easy to use. They are continually improving it as well.
What do you dislike about the product?
I have a hard time understanding how to use some of the features. Their own knowledge base and tutorials could be improved to better help users know how to use some of the features.
What problems is the product solving and how is that benefiting you?
We primarily use Freshservice for the knowledge base and ticketing system.
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Amazing Software
What do you like best about the product?
Includes everything to manage my IT team
What do you dislike about the product?
it is kind of pricey,lmtd assets allowed
What problems is the product solving and how is that benefiting you?
It has allowed me to substitue other project management and ticket systems, besides helping me on getting control of my change management policy, enforce it and improve it, it helped me getting a certification from a bank since we properly manage and document everything that happens in IT
Recommendations to others considering the product:
Do take some time to read everything about each of the modules and take some time to plan every preference, from importing contacts correctly, to setting up a proper hierarchy and establishing business rules, this would make your experience even greater, the recommended setup is great, but when you go ahead and discover each feature of the platform, you'll realize it can get you even more benefits.
Great Support and Very Intuitive
What do you like best about the product?
The support for Freshservice is second to none. Any issues we report are resolved very quickly.
What do you dislike about the product?
Not being able to have autofilled people if they are in a team of 1.
What problems is the product solving and how is that benefiting you?
Love the automatic solutions that will pop up when you type a subject.
Freshservice is a service I would recommend
What do you like best about the product?
I think their customer service is top tier, and their adaptability is always showcased in times of need. They are constantly adding new features and listening to the user base. They've also responded to all technical issues very swiftly and effectively.
What do you dislike about the product?
Their billing department can be difficult to reach. I've had a couple instances I've had to call in to get updates and push some questions forward.
What problems is the product solving and how is that benefiting you?
Not many problems, but as they are still growing, there are certain features I'm waiting to be added. I realized how effective asset management can be with Freshservice after finally implementing the feature.
Recommendations to others considering the product:
Reach out to technical support if you have questions. They are more than willing to assist.
Great App and Great Service
What do you like best about the product?
Easy to configure and support requests are dealt with swiftly. The apps is very easy to administer, even if you have not had expierence of using an ITSM tool before.
What do you dislike about the product?
I would like an way to quickly turn an email which is converted as a Incident into a Service Request which provides which change the IN# to an SR# as our customers do not want to worry about what is and what isnt and incident or service request.
What problems is the product solving and how is that benefiting you?
Incident Mgmt. Service Request, Change Mgmt, Release Mgmt, Contract Mgmt
Website was Shown as fraudulent
What do you like best about the product?
The team were very quick to reply and prioritize my issue, received constant updates on the progress and the methods they used to fix the issue.
We use this for our internal ticketing system which works very well, have had no downtime issues and any new updates will be fed to us.
We use this for our internal ticketing system which works very well, have had no downtime issues and any new updates will be fed to us.
What do you dislike about the product?
New to the support service so don't have any complaints as of yet
What problems is the product solving and how is that benefiting you?
Means we can logically prioritise workflow, resource and time to each alotted ticket. Allows us to put our own fields and what is really important to our business
Good SaaS helpdesk system
What do you like best about the product?
The interface and layout is simple to pick up and use.
What do you dislike about the product?
Searching for tickets could be easier and the admin interface takes a bit of getting used to.
What problems is the product solving and how is that benefiting you?
Cloud-based centralized help desk system with executive reporting and capabilities for SLA's.
Recommendations to others considering the product:
Freshservice is great if you are looking for an easy to use helpdesk product with optional features that can help you expand your interactions with the customer. Just want basic helpdesk, the software has it. Looking for executive reports and SLA criteria, you can have that too.
Great ITSM Tool!
What do you like best about the product?
Customer Support, ITIL aligned & modern!
CSAT great
Service Desk tools great
CSAT great
Service Desk tools great
What do you dislike about the product?
Knowledge base
Limited text editor
Asset Management stability
Limited Software Asset Management capability
Limited text editor
Asset Management stability
Limited Software Asset Management capability
What problems is the product solving and how is that benefiting you?
We have had Freshservice for just over a year. Great upgrade on previous Manage Engine Service Desk plus on prem solution. Overall has been very positive, support have been super responsive. As the solution is configurable and not customisable, it means that any changes really need to be made for all. So yes we would like to see tweaks and changes but know that things are being done on their roadmap to improve. Incident, Request, Problem Management are very strong. More work needed on asset management, knowledge management and CMDB.
Quick setup, Easy to use, and a power tool.
What do you like best about the product?
My team loves this new ticket system. It is easy to track tickets and can respond to end users with attachments and anything else needed. End users have the ability to create tickets by send emails or logging in via a dashboard. End users can also track their open tickets and view the status.
What do you dislike about the product?
There is not anything i can say that i don't like. We haven't even begin to tap into the power of this tool
What problems is the product solving and how is that benefiting you?
Inventory tracking, managing tickets, Agent productivity, and multiple department usage in one system for end users.
Top Tier Ticket System
What do you like best about the product?
Layout, features, and response time on support tickets when I don't know how to do something, or make dumb mistakes.
What do you dislike about the product?
I do wish there was a dark mode for the layout.
What problems is the product solving and how is that benefiting you?
Tracking techs response times and recall of events when called into question by C level employees.
Recommendations to others considering the product:
If you are looking for a ticket system with a customization asset system and good support, this is it.
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