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Excellent ITSM Tool, Simple To Configure, Easy To Use By IT Users And Business End-Users
What do you like best about the product?
Very simple to configure and roll out. Our implementation took two weeks from contract signing to setup and roll out to users.
What do you dislike about the product?
There is nothing we dislike about FreshService, it suits all of our requirements
What problems is the product solving and how is that benefiting you?
Create internal/operational efficiencies in our helpdesk with automoation, Improve customer relations/service because now we have clarity on open tickets their priorities and SLA, Drive innovation with automated tasks to complete service requests.
Recommendations to others considering the product:
Freshservice is a refreshing change from ITSM tools commonly known to be bulky, too much functionality and challenging to set up. While still offering the required functionalities, Freshservice is streamlined, easy to use and simple to roll out.
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Great customer service
What do you like best about the product?
The great user experience on the ticketing system and the great agents that help with our problems.
What do you dislike about the product?
Not much to dislike so far. Only thing can be to have a better way of integrating the tickets with the Outlook calendar.
What problems is the product solving and how is that benefiting you?
I greatly enjoy the workflow automation and service request portal.
Recommendations to others considering the product:
Use the support they provide to make things easier for yourself
Smooth and modern help desk system with great customer support
What do you like best about the product?
I like the ease of use and look of the FreshService ticketing system the most. It is a lot faster and looks a lot better than our previous service. The user interface is very organized and efficient.
What do you dislike about the product?
Only downside I can think of is the inventory module seems to lack ability to customize some features, but it is still very reliable and up to date.
What problems is the product solving and how is that benefiting you?
We are improving our customer support solutions database with FreshService, and improving our internal help desk performance using the reports and analytics features.
Our experience with Freshservice since 2015
What do you like best about the product?
#Made for Service Desk people by Service Desk people.
#Super easy to setup and configure.
#Easy to navigate, use and administer.
#Everything we need with nothing we don't.
#Excellent before and after sales support.
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#Super easy to setup and configure.
#Easy to navigate, use and administer.
#Everything we need with nothing we don't.
#Excellent before and after sales support.
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What do you dislike about the product?
#No the cheapest service desk tool available.
#Trying to find the right bundle has been a bit of a challenge for us but this may not be an issue for others
#Trying to find the right bundle has been a bit of a challenge for us but this may not be an issue for others
What problems is the product solving and how is that benefiting you?
Managing a ITIL compliant service desk
Recommendations to others considering the product:
Spend the time up front to establish exactly what modules you require and have the team price it up.
For very large teams the product may be cost prohibitive.
For very large teams the product may be cost prohibitive.
All the features you need, with great automation
What do you like best about the product?
Freshservice lets us customize as much as we want, and does a great job of tracking tickets. We can make forms that are easy for the users to fill out, and it is great for communication.
What do you dislike about the product?
It can be tricky to find some settings, or figure out how to setup an automation. Support has always been helpful though.
What problems is the product solving and how is that benefiting you?
It's a lot easier to keep track of tickets than it used to be and we get lots of positive feedback from our customers and technicians. The Solutions section is wonderful and easy to publish and use.
Fantastic Experiance so far
What do you like best about the product?
Incident management, metric measuring, time management and capacity management. Added benefits include asset management.
What do you dislike about the product?
I wish that on the FS plans, everyone could have access to attach their FS instance to their own exchange server. As IT security increases, so does email security. Currently Freshworks as a whole uses Send Grid as a email forwarding service. Unfortunately in our business of using enterprise solutions, send grid get's automatically blocks as that email sending service is often involved in sending thousands of spam emails. This means most system admins will automatically block send grid IP addresses in their email filter servers. This is considered a standard across the enterprise community.
What problems is the product solving and how is that benefiting you?
We are solving tier 1 2 and 3 requests faster and more effectively tracking hardware repairs and repeat incidents.
Easy to use with great options
What do you like best about the product?
Integration with other systems like slack, emails etc is a fantastic option that saves times and makes it more approachable/
What do you dislike about the product?
Unable to personalise in areas like uses or create macros for users makes it harder.
What problems is the product solving and how is that benefiting you?
Easy ticket creation based on a conversation with users who explains the issue
Neat and useful Tool with Excellent Email Manao
What do you like best about the product?
Best Email Management Helpdesk Tool
Very Good End User Automatons Process
Very Good End User Automatons Process
What do you dislike about the product?
Price is High
Multiple Agents tag to single ticket missing
Multiple Agents tag to single ticket missing
What problems is the product solving and how is that benefiting you?
End User Business Need Capture and Delivery Monitoring
Recommendations to others considering the product:
Nice tool, check your need and proceee
Great product with excellent support
What do you like best about the product?
The product is still growing and expanding. I really like the support and customer service we get!
What do you dislike about the product?
Sometimes new features feel a little "unfinished" - but this product is new and always improving.
What problems is the product solving and how is that benefiting you?
Fresh Service has enabled us to get a handle on Incident, Problem and Change Management as well as enhancing our Service Request process.
Freshservice - Ticketing System
What do you like best about the product?
We use Freshservice as ticketing system since the last 3 years.
It's a great software as a service with full functionalities required in a ticketing system.
It's being used worldwide in all our offices and it's very helpful for our business. We currently use it for the IT department and thinking to implement on other departments.
It helps us to track all the IT issues on a ordered manner.
The cost is good compared with other vendors.
It's a great software as a service with full functionalities required in a ticketing system.
It's being used worldwide in all our offices and it's very helpful for our business. We currently use it for the IT department and thinking to implement on other departments.
It helps us to track all the IT issues on a ordered manner.
The cost is good compared with other vendors.
What do you dislike about the product?
Being a SaaS we are missing on governance. There are different additional things we would like to implement, but not everything can be done. For example it's missing the invoices management..
What problems is the product solving and how is that benefiting you?
We are tracking all our IT issues. The users are sending an email to freshservice and a ticket is immediately opened. The ticket then is assigned to the correct team based on the subject of the email.
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