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It is a great service that works well all the time
What do you like best about the product?
Useful customiztaion and automation features
What do you dislike about the product?
There is nothing for me to add to this section
What problems is the product solving and how is that benefiting you?
Solves our issues with automation and it gives us more time to focus on other tasks.
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Best ticketing tool ever used!
What do you like best about the product?
Itoffer solid self-service and ticket-management tools. It has all the features that any ideal IT team would look for. The pricing is very competitive while compared to other ticketing platforms.
What do you dislike about the product?
I have been using Freshservice for almost a year and had no issues. I would like too asset integration into the ticketing tool which would be more helpful when completing onboarding or offboardings.
What problems is the product solving and how is that benefiting you?
I dont have to use multiple ticketing tools and Freshservice takes care of all our requirments within one tool.
Keeping Up with Everything
What do you like best about the product?
Freshservice lets us keep all of our support notes in one place and allows us to use automation to increase our productivity. The general interface is easy to use and the end users have mutliple ways to reach out to us. We use this every day and wouldn't be able to effectively complete our Computer Helpdesk tasks without it.
What do you dislike about the product?
My most recent frustrations have been since they upgraded their interface and the page glitches out with displaying areas some times. However, a refresh will clear up the issue.
What problems is the product solving and how is that benefiting you?
How to keep up with requests from end users. Freshsevice allows us to link multiple communication channels into one service with one record for the users.
User friendly exactly what we need!
What do you like best about the product?
Ease of use, and the number of features are great!
What do you dislike about the product?
Need more help with reporting. I cannot find a lot on this.
What problems is the product solving and how is that benefiting you?
Helps streamline our daily routine.
Fresh Service Review
What do you like best about the product?
I've been in IT services for close to 7 years now and FreshService is hands down the best ticket system I've used. There are alot of neat feautures even with the lowest tier of subscription which helps keep IT projects on track. I especially love the email integration that makes communicating with users easy and tracks all progress.
What do you dislike about the product?
My only downside with FreshService is admin friendliness. There loads of great tools to use to structure your system based on company IT needs, but the customization is not intuitive from an admin viewpoint.
What problems is the product solving and how is that benefiting you?
Ticket tracking. Hands down the best when it comes to tracking projects and keeping users clued in on how their issue is going.
Powerful automation, but UX comes up short
What do you like best about the product?
It's not JUST a ticket queue. Compared to the industry heavy-hitter, Zendesk, Freshservice features lots of powerful automation that can cut the busywork out of a technician's day. The idea of a single pane-of-glass for break/fix, projects, hardware and software inventory, and knowledge base, coupled with these time-saving automations, was too compelling for our org to pass up.
What do you dislike about the product?
As a user, I have to say it's not as good as Zendesk. I miss many quality-of-life features that Zendesk has had for quite a while, including a ticket queue view separated by assigned agent, separate ticket "tabs" within the browser page, and the On Hold status (Fresh only has open/pending/resolved/closed.) The Projects system is also visually and functionally inferior to something like Jira. Just figuring out how to close a project out is maddening.
As an administrator, my main complaint is that the cool features in Freshservice almost always have some kind of limitation that directly impacts my desired use case, and these limitations usually aren't just explainable as technical debt. For example, the new Employee Offboarding workflow does not allow me to add secondary and tertiary stakeholders unless they are tied to inventory assets. This limitation doesn't exist in the Employee Onboarding flow, so it seems like the developers did more work than necessary, just to ensure that I CAN'T actually use the new feature for my business. I've made many feature requests for similar limitations and none of them have been addressed, despite the lengthy back-and-forths with Support usually required for them to even understand my use case.
As an administrator, my main complaint is that the cool features in Freshservice almost always have some kind of limitation that directly impacts my desired use case, and these limitations usually aren't just explainable as technical debt. For example, the new Employee Offboarding workflow does not allow me to add secondary and tertiary stakeholders unless they are tied to inventory assets. This limitation doesn't exist in the Employee Onboarding flow, so it seems like the developers did more work than necessary, just to ensure that I CAN'T actually use the new feature for my business. I've made many feature requests for similar limitations and none of them have been addressed, despite the lengthy back-and-forths with Support usually required for them to even understand my use case.
What problems is the product solving and how is that benefiting you?
Unified platform for ticket queue, inventory, projects and knowledge base, as well as the powerful automation cuts out a lot of busy work and hassle for agents. Automation can be used to generate scenario-specific tasks that can ensure complicated processes such as on/offboarding, hardware and systems requests, etc are followed precisely.
Works great!
What do you like best about the product?
Super helpful services. Integrates well with our existing systems
What do you dislike about the product?
Getting started took a bit, but they were helpful in getting it onboarded.
What problems is the product solving and how is that benefiting you?
Were using it for helpdesk management.
Freshservice is easy to set up and use
What do you like best about the product?
I've used a lot of different help desk and ticketing platforms and Freshservice is the most user friendly of all of them. The integration of so many different modules makes it a great solution for organizations of all different sizes. We use it for ticketing, asset management, purchase orders, service requests, project management, and more.
What do you dislike about the product?
One downside to fresh service is it isn't quite as customizable as I'd like.
What problems is the product solving and how is that benefiting you?
We had many different tools and services for our business spread across multiple departments. I'm currently bringing multiple departments into the fresh service platform and uniting our organization through it.
FreshService Feeback
What do you like best about the product?
I love the private note options to be able to leave solutions that I and other colleagues to refer back to on how to resolve an issue.
What do you dislike about the product?
Can sometimes be challenging to locate a ticket by someone' s name
What problems is the product solving and how is that benefiting you?
FreshService has offered an AI component that is helping the tech with resolving tickets quickly.
Easy to use, great partnership
What do you like best about the product?
Fresh service provides a simple to navigate agent experience as well as a customizable end user portal. We have been able to develop workflows using their workflow designer to improve the routing and handling of tickets within IT and cases within other business areas of the organization. Specifically our accounting and HR teams have recieved significant improvements to their workflow by utilizing approval steps. Their customer support has been very good, they meet with us regularly and take the feedback we provide to their product managers.
What do you dislike about the product?
Fresh service is developed in an Agile process, so some features are released in an MVP (minimum viable product). This is both a blessing and a curse. We are able to see features they are working toward but sometimes there are more bugs. So you just have to be prepared to run into more issues with these new features and functions. The blessing is that often the things they are producing are items that have actual impact to the work being done within the system.
What problems is the product solving and how is that benefiting you?
Freshservice has provided many departments within the organization with a way to consolidate their workstreams into a single tool. This allows for better reporting and analysis of workloads and provides easy ways to view the status of various requests throughout the organization.
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