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FreshService is easy to deal with
What do you like best about the product?
the prompt service received and the rationale to solution is fully comprehensible
What do you dislike about the product?
THe online chatbot is a bit "Hit and Miss" as the waiting estimates are not a true indication of Wait time
What problems is the product solving and how is that benefiting you?
To upgrade our existing ICT ticketing system, to streamline for portal users, to make more aesthetically pleasing and easy to navigate.
Recommendations to others considering the product:
When you consider the value for money, the suite of features available and the easability of use, Freshservice is a fantastic product.
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Automate customer tickets services in a great way
What do you like best about the product?
My team and I, are delighted with the variety of tools offered by this platform within itself, without having to integrate other applications. There is a large library of tasks management and IT services for the client and it is very given to customization. The platform is completely cloud-based, being able to register and backup everything instantly while it is working. It is easy to use and setup to be ready to perform some automated task, as in our case it may be to determine what kind of ticket problem should be sent to a specific IT team in our company. The desktop service is performed satisfactorily and helps the administration of tickets and support is smooth. You can easily keep track your asset management, setup your helpdesk process, and manage the agents and end user of your service desk.
What do you dislike about the product?
I don't think it's for the administration of the small business help desk, since the cost to this range is a lot. For small businesses there are cheaper platforms. I think it should have more integrations with some robust platforms such as Amazon, IBM or many others.
What problems is the product solving and how is that benefiting you?
Well, not only has it helped me to solve the ticket problem, but to our entire IT department, being able to increase the productivity of our agents in problems with employees of other departments, in addition to automating internal processes in our company. Our agents can track assets, change and release management, everything easy and fast.
Recommendations to others considering the product:
I recommend it for a better organization and administration of tickets and internal services within your company or team of entrepreneurs. It is a highly manageable and simple platform to configure, made to be friendly with its end users. Comparisons with other ITSM systems can give Freshservice as a great option, only comparable to me with the great Jira platform.
Freshservice review
What do you like best about the product?
The clean, simple interface. The speed of the system is very good. The asset management feature is very useful and has helped us consolidate two different asset databases into one. The phone app is brilliant, for many reasons but also because it has a barcode scanner that is useful for creating and updating hardware assets. We have had good feedback on the system from our users around the authority - we previously had a very complex, unwieldly system whereas they prefer the simplicity of the customer portal we have created with Freshservice.
What do you dislike about the product?
There are a few small, rough edges with the system. Some bugs occur from time to time, the support team are usually very good at responding to any tickets that we log on the system. Some features that are in the roadmap can sometimes take a while to be implemented. On the whole, however, these are small gripes and the overall experience of using Freshservice is a very positive one.
What problems is the product solving and how is that benefiting you?
Incident management, change controls, asset management, documentation and solution access.
The benefits that we have realised are an increase in productivity in the service desk staff and also the technical ICT staff - we spend less time on administration than we used to and more time actually responding to our organisations needs.
The benefits that we have realised are an increase in productivity in the service desk staff and also the technical ICT staff - we spend less time on administration than we used to and more time actually responding to our organisations needs.
Recommendations to others considering the product:
Spend time getting the setup correct before you go live.
Ease of use
What do you like best about the product?
Easy navigation and ability to customize views and ticket priorities. Also bulk responses can be sent out to a group of tickets making it easy to followup with clients.
What do you dislike about the product?
The fact that I cannot bulk change the ticket requester at the click on of a button.
What problems is the product solving and how is that benefiting you?
Support related issues.
A very valuable ticketing tool.
What do you like best about the product?
Fresh Service is a very effective and one of the best help desk tool. Dashboard allows you to show the important data/options at front and are manageable too. Tickets can be managed very easily. You can define the status of the ticket whether it's open, pending, resolved, closed etc. Priority of the ticket can be set easily. More status can be added according to the need. Merge option is something very helpful. One can categorize the tickets on the basis of the request's nature like if there is a change request you can open a CR and if RCA(Root Cause Analysis) needs to shared you can open a problem ticket which will help in identifying the ticket's nature. Solutions option helps you in publishing the knowledge base so to streamline the process in an organization. Reports can e fetched based on the several options like Agent ticket summary, Customer At a Glance,Agent Comparison, Customer Satisfaction Report etc. Admin access is one of the best features from the security perspective. On the top of all we can integrate the other tools using scripts and APIs to automate the things as per the requirement.
What do you dislike about the product?
I have been using Fresh service since 2 years and didn't find any drawbacks or faults. It's a very effective tool. I see no competitor of this tool. Managing tickets is really very easy using this tool. Customer services are also very good.
What problems is the product solving and how is that benefiting you?
I use it to mange my incidents, problems and change requests. How many tickets have been reported and what is the total SLA can easily be calculated. Customer Satisfaction report can easily be pulled. Agents performance can be tracked using the same.
Recommendations to others considering the product:
freshservice is really a very valuable software.
Good value for higher money.
What do you like best about the product?
Smooth UI, customization capacities, reporting features.
What do you dislike about the product?
Pricing for higher plans. Limitation of some features to only some plans.
What problems is the product solving and how is that benefiting you?
helpdesk tickets, assets.
Simple and Intuitive Help Desk system
What do you like best about the product?
The fact that our employees, regardless of age, are able to going into the system and submit help desk tickets with no problems.
What do you dislike about the product?
Making analytics and reports more customizable, seems sometimes they won't let you add certain fields like ticket closed or ticket open in the last 30 days.
What problems is the product solving and how is that benefiting you?
Software problems. Automatic ticket assigning is a life saver.
Freshservice makes our small business work like a Fortune 500 operation :)
What do you like best about the product?
We love everything about Freshservice, the service catalog, to assets maintenance, service desk, portal, etc., specially the Chatbot.
What do you dislike about the product?
As constructive criticism, I think the Freshservice could have some functionalities updated, such as as app that talks to Freshdesk (since we use both... FS for internal business and FD for client facing operation), service catalog sorting, more customization on the chatbot, and I hate that you do not yet have an app to work with Salesforce Lightening.
What problems is the product solving and how is that benefiting you?
We had not realized how important and efficient it is to have hardware/assets visibility into all employees equipment, such as laptops, and being able to associate their various assets with tickets received.
Recommendations to others considering the product:
Great product for IT operations to stay on track and IT managers to have a better view into company's assets and IT employees performance.
Process flow in IT is the way to future
What do you like best about the product?
I loved the point that you can add your change requests, your releases and bugs which arise in your application. Moreover a support team can always be available if any help is required by the customer
What do you dislike about the product?
I think adding repositories and linking them would be a good addin as currently I have to use another system and take freshservice on the other one
What problems is the product solving and how is that benefiting you?
As we have an internal system, our employees raise issues they have and freshservice helps us to make sure we don't ignore a single request and serve everyone. We also use it for asset management
The best service desk software I have used
What do you like best about the product?
Linking to the domain and the auto-creation of assets
What do you dislike about the product?
Originally, the setup of workflows for tasks was confusing
What problems is the product solving and how is that benefiting you?
We were operating without a service desk tool for three years and working from spreadsheets, the ticket management ability and asset management have been a blessing
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