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Flexible, Easy to use, Great Support
What do you like best about the product?
FreshService is incredibly flexible - I am using it across an entire Operations Department, including IT, Maintenance, HR, Accounting, & Marketing - all are able to utilize the same system, keep track of inventories, respond to/assign requests, and ultimately support our organization with an incredibly simple interface.
What do you dislike about the product?
Setting up initial emails to receive tickets can be a hassle when working with GMail - usually requires intervention from FS support to complete email verification process.
What problems is the product solving and how is that benefiting you?
We are keeping better track of inventory and user/space assignment, I am able to keep excellent track of Customer Satisfaction, and I feel like our teams have become much more productive and more able to communicate and solve problems together.
Recommendations to others considering the product:
Have an idea of what your inventory is - spreadsheets are incredibly helpful for uploading.
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Excellent Product and fantastic/speedy Service
What do you like best about the product?
Very user friendly and dynamic. Top rated against other competitors. It is very simple to use and easy to find your way around. There is a lot of automation available which which helped us with a lot of manual work we once had done.
What do you dislike about the product?
there is nothing i dislike about fresh service at the moment. There was a couple of automation tasks i needed assistance with recently and their support team helped e out and resolved my query straight away.
What problems is the product solving and how is that benefiting you?
We use Fresh service for our main service desk solution. Very useful to have attached solutions and inventory. a lot of automation helps us with tickets that are not resolved on time and auto procedures in place to make sure they are dealt with.
FreshService as a platform has been very good in the short time we have used it
What do you like best about the product?
The support I receive is second to none. Representatives are always quick to answer and their documentation is very easy to sort through. I also love the ability to fully customize the support portal - this will be critical for our organization in the push to make sure all help requests are routed through the service desk. I like so many of the features but some of the best include Single Sign on via SAML, Change Approvals/Change Approval Board, and the mobile app for both Android and iOS. In our previous ticketing system, we did not have a mobile app. Now, both staff and agents can easily submit tickets/work on tickets while on the go, which will certainly improve response time for everyone. Lastly, the customizable homepage allows our agents to quickly get an overview of all the modules - ensuring a quick login via SSO will give them a top down view of everything happening in our organization.
What do you dislike about the product?
I do not have any dislikes, just feature requests such as the Project module in mobile app as well as inside the analytics section. I would also hope for the ability to add custom widgets to the home screen, such as external links or links to a "favorite" project/website. This way, our homepage could truly be a universal hub.
What problems is the product solving and how is that benefiting you?
We are consolidating communication for our IT team into one hub, as well as ticketing from the end users. This greatly improves productivity and documentation. The project management module has been extremely useful as well - in the past we had many different ongoing projects with data all over the place on different resources. Another great benefit is the solutions module and the ability to close incidents or problems by tagging a solution. This ensures that when the same problem occurs more than once, our team can quickly identify the solution that was used for the first occurrence of the problem. We are a small team but on busy days it can be hard to reach one another via phone - therefore having solutions and all information in one spot is one of the greatest benefits we have realized.
Recommendations to others considering the product:
Definitely explore the Demo instance. All organizations have different needs but FreshService fit ours perfectly. Any service desk with the right features and good support is always worth a look.
Great product, with a responsive support team!
What do you like best about the product?
The team is very responsive and receptive to suggested features and solutions. Its a logical and technical persons configuration dream!
What do you dislike about the product?
Wish the dashboard was a bit more customizable as far as appearance for the average person. That being said, the team has always quickly responded and been able to assist.
What problems is the product solving and how is that benefiting you?
Amazing, valuable data helping us reorg and become for efficient. Able to identify areas we need more support and quantify spending when needed.
The greatest ticketing system
What do you like best about the product?
Report tools and the integration with other apps.
What do you dislike about the product?
The only downside is some limitations on asset management tool such as customizing the asset ID.
What problems is the product solving and how is that benefiting you?
IT related issues. This tool has expedited our service and helped with automations.
Recommendations to others considering the product:
It would be great if we could create QR codes in the inventory section.
An adequate basic ticketing system for SME's
What do you like best about the product?
Canned responses. Notification of realtime updates to tickets. Basic metrics. Ticket routing.
What do you dislike about the product?
Interface cluttered if you come from ServiceNow. Lots of scrolling with messages - prefer everything on one page like ServiceNow.
What problems is the product solving and how is that benefiting you?
Service Desk ticketing.
Simple, beautiful , friendly ITIL aligned solution in the market
What do you like best about the product?
The several apps offered to native integration that improves Freshservice experience, its mobile app is justs as friendly. The analytics reporting module is quite powerful
What do you dislike about the product?
It doesn't include any financial or quote utility to orient certain process to administrative procedures.
What problems is the product solving and how is that benefiting you?
Improving the response time of my team, better effectiveness in the response and solution providing, set the bases to a knowledge base within my organization
Recommendations to others considering the product:
Take a look to portal customization features, for a more personal branding of the helpdesk
Freshservice is great!
What do you like best about the product?
The UI is intuitive! I spend a lot of my time in the solutions article area and it's nice to move around there with a really good idea re: where I can find things.
What do you dislike about the product?
I wish the HTML editor for solutions article was a little friendlier. To name a new specifics here, it'd be great if your cursor stayed in the same place for both article and HTML view (if the cursor was placed in front of a word, it would remain there regardless of what view. And if in the HTML view, there was some formatting that would be preserved when switching back between the views.
Some version or history tracking of articles would be nice too.
This is a small thing, but it would be nice if the folder icon in the solutions page was an actual folder. Resizing images in solutions articles could be a little easier as well.
Some version or history tracking of articles would be nice too.
This is a small thing, but it would be nice if the folder icon in the solutions page was an actual folder. Resizing images in solutions articles could be a little easier as well.
What problems is the product solving and how is that benefiting you?
No problems, really.
Recommendations to others considering the product:
The workflow automator is nicely visualized.
Freshservice is a fantastic way to organize and track our current issues and requests.
What do you like best about the product?
The customizable dashboard and filters allow for accurate and tailored workflows. This means that as new ideas get brought forward we can change our workflow to better serve our users. Adaptability is key for our service desk and features like merging tickets, creating problem tickets, and associate tickets with each other allows us to better track issues with our service offerings. The discussion feature is also incredibly useful for seeking assistance from a higher up. Because the platform is cloud based it makes it extremely convenient to access the service from anywhere.
What do you dislike about the product?
The biggest limitation is a lack of customization for notifications. It would be really nice to be able to section out notifications into multiple sections based on type.
What problems is the product solving and how is that benefiting you?
Freshservice allows our users to accurately communicate about the issues they are facing and allow us to better service them. The biggest benefit of Freshservice is with being able to see all of the top priority issues at a glance and prioritize the workday in minutes.
Recommendations to others considering the product:
This is a great solution for anyone who wants to be able to access their ticketing solution from anywhere and be able to handle tickets in a convenient manner. I've only used a handful of CRM's in my limited IT experience but so far I would definitely say that Freshservice is the best one.
Helpfull and professional
What do you like best about the product?
Simple structure with huge usefull functions
What do you dislike about the product?
Too many bubbles notifications
Poor html editor
Poor html editor
What problems is the product solving and how is that benefiting you?
IT operation for / communication with our customer
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