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Freshservice
What do you like best about the product?
We used Freshservice as a trial for ticketing, managing tasks. We liked the structuring of the messages. Very clear and understandable.
What do you dislike about the product?
I don't like the integration development. I feel this area could use a little more work.
What problems is the product solving and how is that benefiting you?
Managing incoming tickets for IT related issues.
Recommendations to others considering the product:
Great structured layout for ease in understanding. Very helpful tool for managing tickets.
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Excellent support and good set of features that will get most helpdesk work done.
What do you like best about the product?
The layout is really nice, its easy to sort out the tickets and also be able to reply from email is very helpful. Also I do like the ability to auto assign tickets and create a really powerful workflow to route those tickets to the correct destinations
What do you dislike about the product?
I would like a better asset tracking system. I bit hard to track what asset/access a user has. I would like the ability to add asset tracking to a user's profile based on the tickets they have created.
What problems is the product solving and how is that benefiting you?
Previous to this the organisation was only using email and SharePoint list to maintain ticket. Freshservice has help a lot in trying to track tickets, be able to respond straight from the ticket and have reminder alert/task. It has saved us a lot of time in resolving our ticket and also from missing tickets.
Recommendations to others considering the product:
If you are after a quick and easy helpdesk solution, Freshservice does tend to do most of the helpdesk task. It also very competitive compared to other systems.
FreshService Ticketing Works Great
What do you like best about the product?
I like that there are various levels which can be added as needed; and that it is web-based.
What do you dislike about the product?
I dislike the notifications which appear each time any work is done on the ticket; "the note has been created" pops up, covering the navigational areas needed to get to other tasks. It's bothersome enough that I requested it be suppressed but apparently they cannot suppress it.
What problems is the product solving and how is that benefiting you?
We keep track of requests for help and repair; we have a centralized location for support staff solutions; we manage and track company tech assets.
Great support
What do you like best about the product?
integration with third party apps, very user friendly
What do you dislike about the product?
sometimes long time to load, cache remain
What problems is the product solving and how is that benefiting you?
customer queries
Recommendations to others considering the product:
ease of use , best value for your money
A flexible and easy to use helpdesk
What do you like best about the product?
The email integration - with the facility to cc in specific people into the ticket. Make day to day use very flexible.
What do you dislike about the product?
Quite honestly, nothing comes to mind. It is a complete service.
What problems is the product solving and how is that benefiting you?
Freshservice allows us to send support to relevant people. It also allows us to build trends of problems,
helpful services
What do you like best about the product?
The Tech was helpful and manage to resolve our issue with one of our technicians not able to log into fresh service due to a password error. I managed to get this issue resolved in under an hour.
What do you dislike about the product?
A few emails going back and forth that could of probably been better on a phone call
What problems is the product solving and how is that benefiting you?
having a good central hub to work from is efficent and allows us to support our clients faster
Very happy with Freshservice
What do you like best about the product?
It is very easy to implement, even in a geographically spread environment with local servicedesks.
It is easy to configure and to adjust to specific needs.
It is easy to configure and to adjust to specific needs.
What do you dislike about the product?
It is not 100% tailored to a multi region local servicedesk approach. For this the best option was to implement separate portals with separated back offices, however that didn't fit our goals. Using apps (which are available in the store) we managed to configure the one instance for all.
What problems is the product solving and how is that benefiting you?
The Hero Group is a group of companies with their own servicedesks, processes and tooling. As first step to be able to work more effectively together, we have implemented One Incident Management Platform
Recommendations to others considering the product:
If you are looking for an easy to use and flexible IT Service Management platform, freshservice should be on your short list.
Great product and support
What do you like best about the product?
Well designed user portal, the visibility of all support tickets, easy to produce knowledge base articles, powerful automation functionality (such as the workflow automator), really good support from Freshworks, frequent product updates, strong reporting of metrics, easy product configuration.
What do you dislike about the product?
The workflow automator is a great feature, but there are some inconsistencies in the options available, for example the formatting options of automated emails in workflows differs from the regular email configuration options.
What problems is the product solving and how is that benefiting you?
The automation functions have greatly reduced manual, repeatable tasks that were taking place in the IT department.
The knowledgebase has really helped to empower customers to solve some of their own issues.
The knowledgebase has really helped to empower customers to solve some of their own issues.
FreshService is helping us stitch two ends of our business effectively
What do you like best about the product?
Our business case was unique to FreshWorks. We were on FreshDesk and in discussions with the team, they recommended us to switch over to FreshService. That was a great suggestion and it changed the game on how we are able to manage both ends of our service. The team was very supportive and helped along the way to set up the tool, integrate with our solutions and our customer base
What do you dislike about the product?
I do not have any dislikes, as our business requirement was a bit unique in nature. We love FreshService and we will want Freshworks to add more features or mature the ones to the next level. One of the things we are actively looking for is reporting on projects
What problems is the product solving and how is that benefiting you?
We have multiple ends of service and we needed a solution that will help us have multiple KPI, task-level granularization of the incident, swarming, following the ITIL life cycle for effective bug fixing and releases
Recommendations to others considering the product:
While Freshworks markets it an internal IT/HR tool, for me it a great ITSM tool that has potential to be used in external Customer IT Service Desk functioning.
Fortified ticket system.
What do you like best about the product?
The product is accessible to the public thanks to its excellent price. It is also very easy to use. I believe that it helps me to determine management as a priority mechanism for project assets and changes. It is also important to emphasize that the API is free, so it continues to ratify why i can obtain a good program with minimal costs. Support is something that is very good in Freshservice too.
What do you dislike about the product?
I consider that the API is incomplete, I doubt that it has short functionalities. However it is free. In addition to this, the reports have limitations in their form. Something I do not like about Freshservice is that it is not so intuitive when adding new categories, however the support is very good to ask for help on this topic.
What problems is the product solving and how is that benefiting you?
It should be noted that we are using it for the purpose of maintaining a change request tool and as a ticket system to interact with our customers. We also save a lot of time and money, it should be noted that before we had programs whose functions were not as good as those of Freshservice and with a much higher price. The interface is something we all liked in the company.
Recommendations to others considering the product:
If you want a program with a low price, with solid tools to complement your company's ticket system or verify these tickets in order to maintain reliability with customers. I definitely recommend it for those interested in maintaining an order on standardized applications.
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