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Great for prioritizing the important things
What do you like best about the product?
The thing we like most about FreshService is that it is a SaaS solution which takes our hands off of managing it. We previously hand an on-prem solution that regularly went down and left us stranded in knowing what was going on with our users. Another feature we love is the ability to sort queues based on what is relevant to our teams, and not just a single dumping ground like some solutions offer.
What do you dislike about the product?
My dislikes are few, but one thing I notice is documentation is often outdated in regards to things I am trying to accomplish. They recently (i.e. sometime in the last two years) updated their portal, so trying to compare screenshots of their old portal to the updated one can be a bit of a headache. I am very much a self service type of person, and while every time I've opened a ticket I have had a great experience, I much prefer being able to tackle these things on my own.
What problems is the product solving and how is that benefiting you?
We came to Freshservice based on my experience with it at another company and it is everything I promised my co-workers. This tool allows us to more accurately relay information to the teams that need to see it with Freshservice's built in category based routing. We very crudely altered this to just include key words and it is has been surprisingly effective in getting tickets where they need to go.
Recommendations to others considering the product:
Make sure you price out exactly what you need. You are best off buying extra seats at a fixed lower price than adding them later on at a higher price if you have any expectation of growth in your company.
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Simple and Easy to use.
What do you like best about the product?
I give support to just a few organizations. Freshservice is in this case for me free, I use the free tier.
Once the business grows I will go over to the paid features, since everything about Freshservice is simple and easy to use,
Freshservice is robust and has all the tools to be successful and offer top quality support service.
Once the business grows I will go over to the paid features, since everything about Freshservice is simple and easy to use,
Freshservice is robust and has all the tools to be successful and offer top quality support service.
What do you dislike about the product?
Nothing at the moment.
I don't use the system as much as a full-service, established ITSM/MSP.
I don't use the system as much as a full-service, established ITSM/MSP.
What problems is the product solving and how is that benefiting you?
My package comes with solutions portal feature.
I post workarounds and solutions to common problems there.
And when clients or other people encounter a similar problem, I send them to solutions from my own support portal.
pretty neat.
I post workarounds and solutions to common problems there.
And when clients or other people encounter a similar problem, I send them to solutions from my own support portal.
pretty neat.
Recommendations to others considering the product:
Give it a try.
Since it has a free option, you will have enough to work with.
And Freshservice has been growing and getting more features since I have started using it in 2016.
Since it has a free option, you will have enough to work with.
And Freshservice has been growing and getting more features since I have started using it in 2016.
Freshservice for Ticketing service requests
What do you like best about the product?
The orgainization and structure of tickets allows me to track and manage my tasks and also audit them if I need to.
What do you dislike about the product?
The asset manager in freshservice is lackluster. The probe for users does not always work properly and we need to manually track the assets instead of being able to have it be automated.
What problems is the product solving and how is that benefiting you?
We are tracking and managing user issues with freshservice. For me personally I use freshservice to track permissions changes which allows me to go back and see who has access to a give folder at any given time.
Recommendations to others considering the product:
Service desk is great I really appreciate the gamification. It could use some work in regards to asset management but the company has been transparent with their roadmap and delivers on promises that they make.
Easy Use
What do you like best about the product?
I appreciate the straightforward format. We use it for both reporting incidents as well as searching people in the system. I like the ability to comment on other incidents and have them as "pending" so that we can see what each other is working on.
What do you dislike about the product?
It is sometimes complicated to see all of the information and it can be a bit overwhelming to have tickets popping in and out, especially when someone is just saying "thank you." That's not necessarily something that Freshservice can do anything about, but there is a slight lack of organization.
What problems is the product solving and how is that benefiting you?
We use it to report incidents as well as find students in the school when they call with questions about password resets, etc. We mostly use it to take down phone calls and receive emails pertaining to IT questions.
Efficient, easy, and all around great
What do you like best about the product?
Freshservice is very straight forward and has many features making it an amazing product. It allows all of the Servicedesk team to be more involved and to oversee what everyone is working on. Which makes us more of a solid team, who can help each other when we need to.
What do you dislike about the product?
The only dislike I have with Freshservice is when im searching for all tickets from a specific user. Even if I select all, the tickets submitted by another user on their behalf wont appear.
What problems is the product solving and how is that benefiting you?
We resolve day to day issues. For example, users who cant connect to our network. New employees that need to get set up. Giving access to specific users. I realized that most users have similar issues. Which is why having the "Solutions" ready is so helpful. You can forward that to any user.
Recommendations to others considering the product:
I recommend getting FreshService and as soon as you get it, start filling it out with information. Solutions for common problems and making templates. Also turning on the Arcade setting. It makes it a bit more fun when closing tickets.
Great product, great support
What do you like best about the product?
The tool is configurable and support is fast and knowledgeable,
What do you dislike about the product?
Like any cloud service, there are areas an admin would like to be able to customize but the service is designed for lower IQ people to be able to use so they have no customizations.
What problems is the product solving and how is that benefiting you?
Help desk for end users. We are able to track support issues better than in email and solve problems more quickly.
Easy to do.
What do you like best about the product?
The whole team has a good knowledge and mastery of the tool.
They always answer fast and are very accurate in their answers.
They always answer fast and are very accurate in their answers.
What do you dislike about the product?
So far it has been pretty satisfying every time I needed the support and the tool itself.
What problems is the product solving and how is that benefiting you?
New integrations with new portals.
Each portal is separately for each company
Each portal is separately for each company
Recommendations to others considering the product:
Clear all doubts with the team before, and fast dominate the knowledge.
Best way to keep you inventory organised
What do you like best about the product?
It is really simple to use. You just need to install a tiny module on your computer and the asset becomes automatically discoverable on your inventory.
From there you can add any other extra information but the basics will already be there. You can know at all times the status of that machine, the OS and SW it has installed without you needing to add that information manually.
Also, their support team is great helping you out when you have a question.
From there you can add any other extra information but the basics will already be there. You can know at all times the status of that machine, the OS and SW it has installed without you needing to add that information manually.
Also, their support team is great helping you out when you have a question.
What do you dislike about the product?
I would like it to have some security measures like resetting the computer to factory settings remotely in case of a theft.
It would be really useful to be able to do so to prevent others from accessing any sensitive data that can be stored on the machine. It's true though, that there are other systems to make this happen and that this tool, as we use it, serves it purpose of keeping our assets inventory organised.
It would be really useful to be able to do so to prevent others from accessing any sensitive data that can be stored on the machine. It's true though, that there are other systems to make this happen and that this tool, as we use it, serves it purpose of keeping our assets inventory organised.
What problems is the product solving and how is that benefiting you?
We are keeping our company's hardware organised and it really helps to have everything in one place that easily.
You can also check what SW is getting outdated on the machines and why that particular machine is getting slower by keeping track of everything that it has installed in it.
You can also check what SW is getting outdated on the machines and why that particular machine is getting slower by keeping track of everything that it has installed in it.
Recommendations to others considering the product:
I would strongly recommend this tool to every company that wants to keep its assets organised in just one platform.
They can be meaningfully grouped so that they are easy to find and to manage.
They can be meaningfully grouped so that they are easy to find and to manage.
Simple Modern ITIL
What do you like best about the product?
FreshService has a very simple but yet powerful interface.
What do you dislike about the product?
The search function can get clunky as it does not follow similar rules to google in terms of quotes and requires modifiers
What problems is the product solving and how is that benefiting you?
Being able to have quantifiable data to show to senior management on how many incidents and problems are solved each month along with getting people outside our department to easily review and approve changes when they affect their department has really improved our communication around changes.
Recommendations to others considering the product:
If you are looking for a simple modern take on ITIL that works great for a small team where many people ware lots of hats, then it's great and is a hosted product that allows it to continue to work even if on-prem resources are down.
Awesome for IT Help Desk
What do you like best about the product?
What i like best is the help desk ticket system. The process is very smooth from receiving tickets and obtaining responses with the option to close, or even put into pending.
What do you dislike about the product?
the only thing i dislike is not having the ability to have a google calendar/ google task integration.
What problems is the product solving and how is that benefiting you?
currently no problems
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