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I like it
What do you like best about the product?
Easy to use and configure, Workflow automator is amazing
What do you dislike about the product?
Employee Onboarding needs lot of enhancements
What problems is the product solving and how is that benefiting you?
Controlling ITSM and user interaction with IT
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Experiencia de uso
What do you like best about the product?
La facibilidad de uso, la administracion y lo confiable que es con los reportes
What do you dislike about the product?
me gustaria poder exportar reportes directo a power bi y mas usabilidad a la hora de implementar con powerapps
What problems is the product solving and how is that benefiting you?
los reportes de dia a dia con el personal de mi empresa, el alta de los activos fijos y seguimiento ue podemos llevar para con ellos
Recommendations to others considering the product:
la facilidad de implementacion y de uso, quizas el precio es algo elevado pero vale la pena
Automate your support experience
What do you like best about the product?
The ability to customize workflows according to our specific use cases. The asset management module is well made and gives a lot of control and allows the user to track the assets effortlessly.
The main feature that I have loved is the workflow automator. The automator can do anything you want and it is very very helpful.
The main feature that I have loved is the workflow automator. The automator can do anything you want and it is very very helpful.
What do you dislike about the product?
A lot of access options for example access to modules are groups and departments based, would be more useful if it was user based.
Mail notifications did not work as configured and that was a huge drawback.
User accounts get locked after a few wrong password attempts and we are required to go to the support portal, raise a ticket and then wait for resolution, this can be provided on the front end itself in the admin console, thus enabling the users of the organisation with admin access to make the necessary changes.
Unable to reduce height in Asset Label designer, the asset labels are too big and it is not possible to physically paste them on the asset, its a huge let down that we have to go to third party apps in order to print our asset barcodes.
The portal is customisable right now, but it is not completely customisable, it can still be better.
Mail notifications did not work as configured and that was a huge drawback.
User accounts get locked after a few wrong password attempts and we are required to go to the support portal, raise a ticket and then wait for resolution, this can be provided on the front end itself in the admin console, thus enabling the users of the organisation with admin access to make the necessary changes.
Unable to reduce height in Asset Label designer, the asset labels are too big and it is not possible to physically paste them on the asset, its a huge let down that we have to go to third party apps in order to print our asset barcodes.
The portal is customisable right now, but it is not completely customisable, it can still be better.
What problems is the product solving and how is that benefiting you?
End to end IT support, IM and SM.
Recommendations to others considering the product:
Go ahead, their support teams help in the implementation process and it is a smooth transition.
FreshService - Best Ticketing Tool out there.
What do you like best about the product?
I currently have no faults with FreshService - it has all the tools you need for asset management, ticketing tools and reporting, automation and easy to use GUI. No faults on this one!
What do you dislike about the product?
Not much - there is always helpful updates and the support and outreach teams are always active.
What problems is the product solving and how is that benefiting you?
We came from a free helpdesk software which was very limiting, we only realised how much we were missing when we upgraded to FreshService - we have been using this since and have no intention of looking elsewhere.
Freshservice evaluation
What do you like best about the product?
Easy to use interface, easy administration and user handling
What do you dislike about the product?
Could be little more advanced, more options to categorize tickets and support teams for example.
For Change Management this tool feels not yet comprehensive enough.
For Change Management this tool feels not yet comprehensive enough.
What problems is the product solving and how is that benefiting you?
We use FS in all IT incident and change management. It provides an easy connection point to users.
Simplifies Your Service Desk
What do you like best about the product?
Ticket notification, automation, mobile app, and single sign on all work very well. Service works fast and easy to both administrate and use.
What do you dislike about the product?
The search functionality can be a bit strange with it's results.
What problems is the product solving and how is that benefiting you?
Have an cloud solution that provides ticket automation and notification to provide a better service desk experience for both end users and supported staff.
Recommendations to others considering the product:
I would recommend giving the demo a try to see if it meets your specific needs.
Had issue with a requester import.
What do you like best about the product?
The problem was resolved in a timely manner.
What do you dislike about the product?
Nothing to dislike during this interaction.
What problems is the product solving and how is that benefiting you?
We use Freshservice to solve IT problems.
ease of use
What do you like best about the product?
everything is clear and easy to see, actions are quick, and communication between agent and requester is smooth.
What do you dislike about the product?
workflow automator could be a bit more robust, allow for copy pasting or easier ways to generate tickets.
What problems is the product solving and how is that benefiting you?
standard help desk tickets
Stable platform with excellent functionality
What do you like best about the product?
Freshservice has always provided a stable platform to manage all our customer support needs. It's very easy and intuitive to use with a great support network. It's flexible & reliable and enables us to respond to all customer inquiries quickly & efficiently, whether direct, from our website or any of our social media platforms. The search functionality is excellent and reporting is simple with tags & group filters. Pricing is competitive and easily managed. The ability to merge, forward, private note or just reply to any ticket has proved very useful.
What do you dislike about the product?
Not a lot to dislike! A couple of searches haven't brought back the results I'd expect and the reporting could be expanded to include data insights rather than focusing on agent performance, however you can always export all data to Excel to do your own analysis if required!
What problems is the product solving and how is that benefiting you?
We deal with all correspondence through Freshservice, so this could be a delivery issue, a product complaint, a packaging problem, simple product information requests, feedback or sales and marketing leads. By having all the data in one place it's very easy to identify common specific problems, canned responses can be created making it quick & easy to respond. The SAAS approach means that we can utilise remote workers to respond to all tickets in a timely manner, even out of office hours.
Recommendations to others considering the product:
I'd recommend Freshservice if you'd like to manage all correspondence quickly, efficiently & cost effectively. Very simple to install & excellent support when needed.
Simplicity at its finest
What do you like best about the product?
How easy it is to set up and maintain. The New features that are constantly being rolled out..Support is always spot on when you need a hand
What do you dislike about the product?
Lack of integration with on premise systems
What problems is the product solving and how is that benefiting you?
A reliable ticketing system that is simple and that users will enjoy using
Recommendations to others considering the product:
If you are looking for a good ticketing system that is easy to setup, use, and admin, this is it.
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