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Very Good
What do you like best about the product?
Ticketing and Asset management. Knowledge base and custom URL's are all very good.
What do you dislike about the product?
I would have to say there are some inconsistencies in FS's support forms at times.
What problems is the product solving and how is that benefiting you?
We are managing a research center that aims to better the lives of children youth and families throughout the world. We manage 88 employees and 115 machines.
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Great product, Lots of features!
What do you like best about the product?
Great product, Lots of features! Always looking for new innovative ways to improve products and services.
What do you dislike about the product?
At times they dont deploy all services across all plans.
What problems is the product solving and how is that benefiting you?
Incident resolution, asset management, and Change management.
Recommendations to others considering the product:
Do the trial and you'll be hooked. Its a little more in cost but its worth it.
Amazing and Great ITSM Tool
What do you like best about the product?
I was amazed at how easy it was to configure and setup. We were able to setup, implement and go live with within 4 weeks.
Also it has a great and simple end user interface.
Also it has a great and simple end user interface.
What do you dislike about the product?
The Asset Management module can be improved as the filtering options are limited.
What problems is the product solving and how is that benefiting you?
Emails have gone done drastically as everyone is now using our portal to log incidents and service requests. Calls to our service desk have also been reduced.
Recommendations to others considering the product:
Its easy to use and setup . The company was very supportive for us to implement in a very short period of time. The end user experience is also very good , so I would definitely consider it.
Freshservice Technical Support
What do you like best about the product?
The support agents kept me informed every time and followed through until it's final resolution. The agents and technical engineers were very flexible and accommodating bringing a smooth and effective resolution approach to my issue.
What do you dislike about the product?
At this time nothing yet but I think the time zone difference gives it a 24 hour turnaround time for us to hear back on some but not all communications.
One thing that is not bad but a nice to have would be to have a way to track and report on project/task work done by the agents. Thanks
One thing that is not bad but a nice to have would be to have a way to track and report on project/task work done by the agents. Thanks
What problems is the product solving and how is that benefiting you?
Asset Management, Analytics and issue Tracking.
Recommendations to others considering the product:
Is easy to use and deploy. The service agents are quick and smart. They provide great insight and final solutions.
Helpdesk Management
What do you like best about the product?
It is very user friendly, easy to manage. Predefined reports are very good.
What do you dislike about the product?
There is no option of customized reports in new version.
What problems is the product solving and how is that benefiting you?
Easy to efficiency and effectiveness of agents.
Recommendations to others considering the product:
Please go for this, this is the best tool which follows the complete standard of ITIL.
The service desk is easy to use, looks great, and has a lot of built in functionality
What do you like best about the product?
I like the user interface, its clean, organized and just makes sense out of the box.
What do you dislike about the product?
There are a lot of available items to check out and configure. That is awesome, but some type of best practices for how to utilize them all would be helpful.
What problems is the product solving and how is that benefiting you?
We are collecting data on our tech support issues. This allows us to analyze the most important problems our users face, as well as other great information such as which employees submit the most tickets or what locations do our tickets come from.
SImple for users, simple to configure, not just for IT!
What do you like best about the product?
The super simple interface and intuitive navigation that anyone can use. I was able to configure the whole system really easily, no super tech programming required. The Freshservice team are also very responsive when you log tickets with them and they will rally a whole team of experts to get you through a more complex problem. Their customer service is outstanding.
What do you dislike about the product?
Not much! There are a few tweaks that could be made to allow for an even more complete separation of service groups and perhaps a little more thought to cater to those teams who are not IT - e.g language - but essentially Freshservice have been able to resolve most of our requests realted to this immediately and what isn't resolved has been added to the future feature list.
What problems is the product solving and how is that benefiting you?
Our case was to test our ICT team coexisting with our HR team in the same management system. Our HR team were struggling with email, spreadsheets and Access databases to manage their growing list of HR Matters. We thought of Freshservice as a somewhat strange solution, because it was a system that our ICT team were already using and essentially HR just needed a system where they could log, track and report on work and volume. It was important we had the full confidentiality and separation of the HR data from the ICT data.
We also work from essentially a corporate office, with other shared service administration functions - such as Admin, Payroll and Finance - for all the schools in the Diocese . We intend to move these other non-ICT service teams away from email and into Freshservice to give them greater visibility over their work progress and volume and to provide some consistency to the staff we support - once stop for all organisational support services. Freshservice isn't just for IT!
We also work from essentially a corporate office, with other shared service administration functions - such as Admin, Payroll and Finance - for all the schools in the Diocese . We intend to move these other non-ICT service teams away from email and into Freshservice to give them greater visibility over their work progress and volume and to provide some consistency to the staff we support - once stop for all organisational support services. Freshservice isn't just for IT!
Recommendations to others considering the product:
Request management is not exclusive to IT. If your teams are receiving or submitting requests via email you should consider moving to a request management system. If you are searching for a request management solution for a service team outside of IT, Freshservice can work for anyone. Freshservice have a great free demo that allows you to get in and play with the configuration to test your theory by building services and updating forms.
I am glad to have chosen FreshService
What do you like best about the product?
Configuration is not complicated, and their support is very helpful and fast to respond to my queries.
What do you dislike about the product?
I wish I could add more fields to the Onboarding request form.
What problems is the product solving and how is that benefiting you?
I believe that FreshService is going to help us to achieve a quicker response to our customers's issues, and will also make it easier for us to keep track of our assets.
Quick response from Freshservice support desk
What do you like best about the product?
Prompt reply from the team when I asked my question via a ticket
What do you dislike about the product?
Nothing so far, good service from the Freshservice team.
What problems is the product solving and how is that benefiting you?
We are using Freshservice to manage Ticket and inventory
Recommendations to others considering the product:
I recommend using Freshservice as it is simple and works good
Powerful product that's pretty simple to configure and use
What do you like best about the product?
The interface is great. I like how it integrates easily with other apps like Teams. Getting it to sync with your Active Directory is pretty simple as well, though you might have to do some configuration work on your end (in your environment) such as a firewall rule change, for example.
What do you dislike about the product?
Nothing so far, but we just started using it after not using something for months so I'm a pretty happy camper at the moment.
What problems is the product solving and how is that benefiting you?
Problem 1 that's been solved: No service desk ticketing system.
Problem 2 that's been solved: No asset management system.
Problem 3 that's been solved: No service catalog.
Problem 4 that's been solved: No employee service portal.
Problem 5 that's been solved: No ITIL based system in place. This one is also "upgradeable" in the sense that we can move to a different subscription in order to take advantage of change management, problem management, etc.
Problem 2 that's been solved: No asset management system.
Problem 3 that's been solved: No service catalog.
Problem 4 that's been solved: No employee service portal.
Problem 5 that's been solved: No ITIL based system in place. This one is also "upgradeable" in the sense that we can move to a different subscription in order to take advantage of change management, problem management, etc.
Recommendations to others considering the product:
It's all pretty basic to configure, setup and get the ball rolling. I don't really have any suggestions due the simplicity of the product in the area of setup and configuration.
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