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A fresh solution to old problems
What do you like best about the product?
Easy to filter tickets, easy to merge tickets related to the same issue, easy to forward tickets to another team or individual.
What do you dislike about the product?
Extremely tight control over who can add a "canned response". I understand that canned responses for _everyone_ to see should be tightly limited in a group as large as ours, but I should be able to have my own library of canned responses that I use frequently, rather than having to send them to an Admin and wait for them to add them - even if I'm the only person who will ever use them.
What problems is the product solving and how is that benefiting you?
I use it to track help requests that come in to a variety of specific email accounts. Tickets are routed to teams based on the email address the request was sent to, but they can be reassigned if necessary.
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Exactly what we need!
What do you like best about the product?
Very user friendly & allows to manage multiple ticket effectively and efficiently working towards our SLA's.
What do you dislike about the product?
No problems as yet, and the small problems we have had have been swiftly rectified.
What problems is the product solving and how is that benefiting you?
All telecomms related products.
Recommendations to others considering the product:
Very user friendly & allows to manage multiple ticket effectively and efficiently working towards our SLA's.
Refreshingservice
What do you like best about the product?
Freshservice is ITIL ready and simple to use from the get go, critical for user adoption. Support request generation is simple for the end user either via email or the included portal. Although approx 50% of our requests still come via the telephone we are seeing more users adopt the simple email option so that they are kept in the loop of ticket progress.
What do you dislike about the product?
Initial supplier support can be a bit flaky but once on board the service received improved greatly through account management. Initial workflow customisation takes a bit of getting used to so ensure you have it mapped out on traditional pen and paper first before utilising the admin portal to translate your requirements.
What problems is the product solving and how is that benefiting you?
Excellent overview of the service desk as a whole through reporting and analytics.
Recommendations to others considering the product:
Ensure you get an account manager at the outset before a free trial so that you maximise the expertise available from Freshservice. Start out with a lower tier option to get your staff familiarised with the UI before committing to the level you require. Ensure that you build a relationship with your account manager early on and that they keep you informed of developments, Freshservice staff use the very latest version prior to general release and there is good opportunity to help shape future improvements and upgrades.
Simple and friendly
What do you like best about the product?
I like the way everything is concentrated in a single platform, from assets to tickets, I can check everything here. Also, I love the additional tools integrated, like the option to create projects and tasks and be able to track them.
What do you dislike about the product?
I don't like that it doesn't have the option to integrate more than 1 Slack workspace, although that might be a feedback for the Slack app creators.
What problems is the product solving and how is that benefiting you?
Little incidents and ticket solving, I like that I can see the progress of others in the same platform. Also, Workflows is a time saver and resolves a lot of situations I've have in mind.
Recommendations to others considering the product:
I recommend using this tool because it's complete. It has almost everything you could want in a help desk and is easy to use. I will help you a lot in improving the way your company is responding to tickets and is easy to get reports of it too. Besides, you can integrate a wide variety of applications and also allows you to upload your own apps to be better tailored to your needs.
Outstanding Product
What do you like best about the product?
Easy customisation, ease of configuration, extremely admin friendly and easy to quickly understand, ease of deployment, awesome functionality, great support, great additional modules, very good pricing.
What do you dislike about the product?
There have been really minor dislikes that you get with any product, but there is nothing that sticks out as being an annoyance or hindrance to a great user and admin experience.
What problems is the product solving and how is that benefiting you?
Centralised service desk to a multi-country workforce; control of outsourced vendors and providing the internal IT with greater visibility of IT support across the board.
Recommendations to others considering the product:
Simply try it - I tested several products, and clearly this one won but even during the trial period I felt as if I was a subscriber already.
A good product for managing my application in maintenance
What do you like best about the product?
I like the fact that I can customise the product to the need of my clients.
What do you dislike about the product?
I don't really use the graphs from the application as I have my own datastudio for that
What problems is the product solving and how is that benefiting you?
I use it mainly to monitor the maintenance of our applications. It help us to be effective in the respect of our engagements.
Recommendations to others considering the product:
Great product for incident management.
Very Organized
What do you like best about the product?
I Like the fact that our entire team can view an organized library of all of our assets both in the field and in reserve. and they can pull up any information about them like software installed reliance etc to assist in solving their service tickets. I can login and see the overview of tickets and also check what the last auddit daate was on all the PCs deployed through the warehouse
What do you dislike about the product?
some of the features are lacking or I can't figure out how to utilize them the way we need.
ie a better way of cataloging software and registration serial numbers, links to renew, etc.
more intuitive way of submitting tickets for your equipment. Maybe add a way to screen share directly from the helpdesk, or file share, or send notifications to users on their desktop, i.e. please logout of .... back up starting in 10min or notify of planned server downtime via popup from freash service tray app
ie a better way of cataloging software and registration serial numbers, links to renew, etc.
more intuitive way of submitting tickets for your equipment. Maybe add a way to screen share directly from the helpdesk, or file share, or send notifications to users on their desktop, i.e. please logout of .... back up starting in 10min or notify of planned server downtime via popup from freash service tray app
What problems is the product solving and how is that benefiting you?
all assets now have details stored for them that we can pull up vs. starting from scratch every time we had a service request before.
before unless the tech had his own note book with computer details he had to sit down and figure out what versions were installed what the serial numbers were what drivers were needed who uses the computer etc. Now the tech can prep before interupting the work station flow, he can look through installed software find drivers needed before the service call starts. also its good for tracking exteneded warrenties, planned matenance, static Ip addresses, as well as service history
before unless the tech had his own note book with computer details he had to sit down and figure out what versions were installed what the serial numbers were what drivers were needed who uses the computer etc. Now the tech can prep before interupting the work station flow, he can look through installed software find drivers needed before the service call starts. also its good for tracking exteneded warrenties, planned matenance, static Ip addresses, as well as service history
Recommendations to others considering the product:
NA
It is a practical and agile solution
What do you like best about the product?
It is an easy to set up, the UI is intuitive and is a flexible and customizable system. Provides automation to expedite troubleshooting. Multi-channel support improves the reception of queries from email, chat or phone. It facilitates the management of communications with users.
Reports include customization features to easily visualize the data of interest.
Reports include customization features to easily visualize the data of interest.
What do you dislike about the product?
So far I have not found anything that fails in this service.
What problems is the product solving and how is that benefiting you?
Improves the visibility of all our operations, increases productivity. Simplifies problem solving.
Recommendations to others considering the product:
Freshervice is reliable and useful for automating multiple tasks.
Fresh Service Review
What do you like best about the product?
The way that the requester info it organized very clean and easy to use.
What do you dislike about the product?
I have yet to run into anything I particularly dislike.
What problems is the product solving and how is that benefiting you?
We use Freshservice for support IT for small businesses.
This product allows us to keep end users and companies organized.
This product allows us to keep end users and companies organized.
Customzibale tool with further improvement poential
What do you like best about the product?
Automated workflows
Inter-departmental communication and collaboration in the tool
Possibility to reopen tasks and tickets after closing
Responsive and helpful customer service
Inter-departmental communication and collaboration in the tool
Possibility to reopen tasks and tickets after closing
Responsive and helpful customer service
What do you dislike about the product?
Limited application of logic (dependent fields). Only two stages
Reporting section: not possible to reveal data of child items
Links from automated emails redirect users to a login page that is not working
Reporting section: not possible to reveal data of child items
Links from automated emails redirect users to a login page that is not working
What problems is the product solving and how is that benefiting you?
We use Freshservice for our Incident Management that strives for the continuous improvement of our operations. Depending on the input of reported incident, different tasks for different departments are triggered to react on the incident.
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