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Friendly ticketing system
What do you like best about the product?
I like the ease of use and dashboard appearance Also the phone app for effective notificatons.
What do you dislike about the product?
I think the help feature could be better
What problems is the product solving and how is that benefiting you?
Greatly improved productivity and time management and in turn attributes to efficient invoicing.
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Excellent Freshservice
What do you like best about the product?
The fact that i can track all customer issues and see who is handling them.I can be able to get reports of the performance of each agent and also do appraisal using the platform
What do you dislike about the product?
Putting tickets on hold without genuine reasons makes agents so reluctant since the timer is put on hold
What problems is the product solving and how is that benefiting you?
IT related issues i.e User support.Has helped to reduce my user response time
Recommendations to others considering the product:
Freshservice is the best software for Support especially when dealing with customer experience and support
Quick response
What do you like best about the product?
the Dashboard is amazing, help me utilize the things I need.
What do you dislike about the product?
until now nothing, In project modules there some things need review, or it's there I did not explore it yet
What problems is the product solving and how is that benefiting you?
daily issues that occurs with employees, and requisition
It's been a great time!
What do you like best about the product?
I've been using FreshService since a year and it's been a great time! It helps me to get stuff going, work done in a short time and keep me and my day and the my team's day organized.
What do you dislike about the product?
I'd like FreshService to have a feature like exporting reports from a search, i.e search all tickets containing "cellphone" and filters as such.
What problems is the product solving and how is that benefiting you?
I manage a team of 07 IT Support analysts. We have everyday incidents, such as a mouse request and some as difficult as issues with a server or setting up a network from scratch. It has helped us to keep the demands organized under SLAs and priority levels.
Freshservice - easy and powerful
What do you like best about the product?
UI - everything is laid out in an easy to digest format and plays in very well with the functions of the system.
What do you dislike about the product?
Fresh will push changes to the dashboard etc without much warning
What problems is the product solving and how is that benefiting you?
Ticket management, asset management, change management. The customer facing portal also makes it very easy for users to get help.
Powerful and easy to use
What do you like best about the product?
Very simple to setup. Interface is non-complex but provides enough functionality to capture most tasks.
What do you dislike about the product?
I think the project management module is one area that could use improvement.
What problems is the product solving and how is that benefiting you?
I'm solving the problem of ticket tracking and IT demand management
Excellent Customer Service and Reliable Software
What do you like best about the product?
The software is robust and highly customizable to my needs. Support is quick to answer if I need help and usually can provide an answer.
What do you dislike about the product?
- The asset probe can't blacklist devices that aren't company provided, so it can't be utilized
- You can't blacklist tags in ticket group views
- You can't blacklist tags in ticket group views
What problems is the product solving and how is that benefiting you?
- 1 place to store all knowledge documents
- Helps delegate workflow and notify customers of work being done
- Tracking assets
- Helps delegate workflow and notify customers of work being done
- Tracking assets
Making IT support easier and more streamlined.
What do you like best about the product?
The tickets system gives an excellent overview of every existing and former issue there has been, and makes it easy to categories every problem. Besides that we have used the Service Catalog to make an overview for every employee to check what equipment we have available in the IT department.
What do you dislike about the product?
Mail forwarding to helpdesk, was not as straight forward as hoped. However the problem lied within our mailserver and not at freshservice.
What problems is the product solving and how is that benefiting you?
We are yet to fully implement Freshservice for all our employess, but for now he have used it to make an overview of every service we offer and have begun to use the ticket system. The Service Catalog makes it possible for the employees to see what equipment we have available before they come by the IT department.
Rapid implementation and great support!
What do you like best about the product?
Easy of deployment and the full suite of ITSM modules allow this tool to manage our entire ITIL based processes.
What do you dislike about the product?
Group options are only available for agent groups, not requester groups.
What problems is the product solving and how is that benefiting you?
A clear process for all IT services, onboarding and offboarding employees with the workflow automator has made the processes rock solid.
Recommendations to others considering the product:
Simple implementation and varied levels of agent packages suit any size organization.
Freshdesk
What do you like best about the product?
Freshdesk allows you to manage your service delivery with ease. I configured Freshdesk for my organisation service delivery
What do you dislike about the product?
Freshdesk Point of contact must provide some initial training.
What problems is the product solving and how is that benefiting you?
We started using freshdesk for managing our service delivery. We have integrated this to our trello and Jira application for sprint delivery management aswell.
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