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Enjoying Freshservice and learning how deep it goes
What do you like best about the product?
I really enjoy the interface and how quickly I was able to set it up. Being able to combine tickets and turn them into Problems. I really do like that everything is all in one place to administer and I don't have to install other modules. The dashboard is a great place to log into and see at a glance what is currently being worked on or what is overdue. The training videos are also a great tool they you.
What do you dislike about the product?
That being said I wish it was a little more robust and I was to more easily tie tickets and problem together. I wish that you had the ability to integrate with NetSuite. I wish it was easier to take solutions to problem and ticket and turn them into a Knowledge base documentation. The Analytics doesn't really seem to be working that good or I might not be using them correctly.
What problems is the product solving and how is that benefiting you?
I am a one-man army Administrator and this helps me keep track of all the issue that arise. I can track and see trends with my users. I am still learning all of the different reports so that I can show our owner team what I am doing. This helps me be able to have an answer to why things might night get done as quickly as they would like because of the fires I am putting out.
Recommendations to others considering the product:
Make sure you buy the level that you need.
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very helpful and almost stress free
What do you like best about the product?
the user interface, interaction with genuinely concerned agents 24/7
What do you dislike about the product?
not being able to have access to the back end without having to use API
What problems is the product solving and how is that benefiting you?
a great deal. proper monitoring of incidence resolution in real-time
Recommendations to others considering the product:
its really great using \fresh service
Outstanding IT services management tool
What do you like best about the product?
The software implementation is simple, UI / UX is user-friendly. The ticket management tools are intuitive and customizable. It increases the efficiency of incident management since it allows you to connect with IT specialists in the same workspace. Supports task automation, SLA management and agent collision detection. The mobile app is critical to take action at the appropriate time.
What do you dislike about the product?
Nothing. The product offers many useful features. By far, Freshservice is one of the best services we have implemented.
What problems is the product solving and how is that benefiting you?
It reduces the response time to inquiries. It allows objectively prioritize queries, helping the team to focus attention on the search for customized solutions for each case. Increase the quality of service.
Recommendations to others considering the product:
The subscription has a relatively low cost. It is a flexible and scalable solution.
Prompt and friendly customer service
What do you like best about the product?
The look and feel of the system is very easy to use.
What do you dislike about the product?
No true Project Management functionality
What problems is the product solving and how is that benefiting you?
Replacing current help desk solution
Simple and Powerful
What do you like best about the product?
Freshservice has a simple easy to understand interface. Responding to tickets and updating their status is a breeze and does not require too many clicks. Plenty of customization on the Admin side to better suit your organizations needs.
What do you dislike about the product?
No dark mode, not really a dislike but it would be nice.
What problems is the product solving and how is that benefiting you?
With Freshservice we are able to better track the number of requests our IT department receives.
Easy Access and Customization
What do you like best about the product?
I like the fact that it is web based and there is an app on the mobile to make tickets easy to manage.
What do you dislike about the product?
Seems that all tickets are visible from other groups. Need better separation.
What problems is the product solving and how is that benefiting you?
Using it to manage Help Desk Tickets
Freshservice is a sophisticated solution
What do you like best about the product?
Provides an advanced solution to manage IT service. Freshservice is intuitive and user-friendly. It integrates seamlessly with other tools we use.
The system allows you to manage tickets, incidents and problems without difficulty. It has advanced reporting tool. It includes automation tools to create complex workflow easily.
It also presents a robust knowledge base and customer support ready to answer your questions. It is an excellent service.
The system allows you to manage tickets, incidents and problems without difficulty. It has advanced reporting tool. It includes automation tools to create complex workflow easily.
It also presents a robust knowledge base and customer support ready to answer your questions. It is an excellent service.
What do you dislike about the product?
No complaints about it because Freshservice is a resource that positively transforms our IT service.
What problems is the product solving and how is that benefiting you?
Certainly, Freshservice helps us to provide a solid and personalized service. Increases productivity, allowing centralized management of our operations and to reduce response time to incidents and problems.
Recommendations to others considering the product:
I recommend it because it is an intuitive solution with multiple advanced tools.
the best in customer service.
What do you like best about the product?
with freshservice it is possible with it to customize the portal and all of the sections,also the fact that it is used for many different items makes it amazing. you can use it as ticketing service and also in management portions.
What do you dislike about the product?
it is not possible to customize some default settings. also you have to write in html to have a good portal and it is not easy to write in that format.
What problems is the product solving and how is that benefiting you?
it is very easy to track information with it unlike emails and also solve everyday operational problems.
Recommendations to others considering the product:
fresh service has good features that are easy to use and the pricing is worth it.
A Fresh Service Desk tool
What do you like best about the product?
I like the UI, it's great and customisable to your needs. The layout is pleasing to the eye and the functionality comes with it
What do you dislike about the product?
Although there are a lot of integrations, there are not a lot to cover our particular software suite
What problems is the product solving and how is that benefiting you?
We have utilised the onboarding feature to fully redesign our onboarding process and make it a lot more streamlined
Recommendations to others considering the product:
Check that you can integrate your software if that's a needed feature
FreshService as ITSM tool
What do you like best about the product?
FreshService as SaaS offer optimum features with budge price as ITSM tools available on the market right now
What do you dislike about the product?
Not much complain, but it needed to be improved on short time basis to deliver more ITSM process on it, and to adjust to new standard ITIL 4.0
What problems is the product solving and how is that benefiting you?
Better handling of incident tickets, service request tickets, escalation and workflow. Also other ITSM process such as Problem Management, Release Management and Change Management
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