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Decent IT Helpdesk Platform
What do you like best about the product?
It offers some built-in features others lack (inventory, on-boarding workflows). For the basic part of managing a helpdesk, it's pretty good and the price is decent. FS Support is quick to respond and generally helpful when I have questions or problems.
What do you dislike about the product?
The interface is limited and dated--especially the end user-facing elements. The standard helpdesk web portal looks like it's from the early 2000's. It's still better than most other helpdesk platforms (way better in some regard), but being better than terrible alternatives is a low bar. Even basic customizations to the end user portal (changing text, removing a button) take a lot tinkering with CSS/HTML. There are many integrations available, but they don't always work well. In particular, the Jamf and Slack integrations have been problematic for us and FS support hasn't been able to deliver a fix despite multiple reports. For admins, there is a learning curve to the admin panel. Things are not always laid out in an intuitive, user-friendly manner. Overall, I think FreshService is in need of better user experience managers and product managers. I also really wish it had Okta, LDAP, or G Suite Directory integrations so I could sync requestor departments, job descritpions, etc from G Suite into FS.
What problems is the product solving and how is that benefiting you?
We use FreshService for IT helpdesk, KBase, on/off boarding, facilities requests, and finance team questions--basically an all-purpose helpdesk. We also use it a supplementary inventory system (it's not quite good enough to use as the default since it doesn't sync that well to our Jamf instance).
Recommendations to others considering the product:
I haven't found a Helpdesk platform I really love, but I think FreshService comes closest in many ways. I don't think it's perfect, but it's solid and gets the job done.
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Intuitive application, easy configuration, full features, process oriented and easy to deploy!
What do you like best about the product?
The workflow automator tool is excellent and allows for quick configuration of workflows based on our requirements.
What do you dislike about the product?
Requester groups are not available in the workflow tool so I had to manually add a group of users to a few workflows.
What problems is the product solving and how is that benefiting you?
Freshservice is allowing us to take advantage of all of the ITSM capabilities and is a driving force behind maturing our internal service delivery processes.
Very Positive and responsive
What do you like best about the product?
The rapid feedback and response to my inquiries
What do you dislike about the product?
There was nothing we disliked so far. We just evaluated the product.
What problems is the product solving and how is that benefiting you?
Service Desk ticketing system
Great product and great support
What do you like best about the product?
Freshservice allows to offer an excelent service to our Clients and to enchance processes.
The support is Great that reinforce our satisfaction
The support is Great that reinforce our satisfaction
What do you dislike about the product?
Nothing to comment here.
Hope to learn bettee how to explore all the features
Hope to learn bettee how to explore all the features
What problems is the product solving and how is that benefiting you?
Service management inicidents problems reporting
Recommendations to others considering the product:
Good product and excelent support. An excelent choice to your service management experience and to enhance business processes - in line with good practice.
Support is amazing!
What do you like best about the product?
Anytime I call, email, or chat with anyone from FS, I get fast detailed assistance.
What do you dislike about the product?
I want FS to handle everything during my day. I wish it was grown out to handle offboarding, role changes, onboarding more effectively.
I would love to have automated tickets with checkbox lists of tasks. For ex. a list of software per role, per department. Some hired in Department A, with Title B, get this list of software provisioned, and it can be managed in a ticket.
I would love to have automated tickets with checkbox lists of tasks. For ex. a list of software per role, per department. Some hired in Department A, with Title B, get this list of software provisioned, and it can be managed in a ticket.
What problems is the product solving and how is that benefiting you?
Allows our team to communicate with each other and manages tasks.
Very Easy to Learn
What do you like best about the product?
The system is a very easy tool to control all our It helpdesk needs. My technical support team learn the systren in a few ours an in the same time I could view the results in graphics and in the satisfaction level of our users
What do you dislike about the product?
Just when the Freshdesk team make changes to the licence content
What problems is the product solving and how is that benefiting you?
At this moment we follow all technical reports in a timely fashion informing about them to our users and them are very satisfied with the new process of Helpdesk
Recommendations to others considering the product:
Take time to check clearly the Licence that you need
A+++++ service
What do you like best about the product?
The efficiency, the followup, the quickness of turnaround were all met.
What do you dislike about the product?
I can't think of anything about it that I dislike.
What problems is the product solving and how is that benefiting you?
Learning how to teach myself how to fish by their informative replies on tickets. That we all work together like fine tuned engine.
Recommendations to others considering the product:
N/a
Freshservice provides key features to manage problems
What do you like best about the product?
It's easy to set up. It provides complete knowledge base to learn to use the software quickly. The interface is user-friendly and easy to navigate. It provides multi-channel support, facilitating communication with users via e-mail or self-service portal.
Another thing I like is that it accelerates problem management and promotes teamwork.
Another thing I like is that it accelerates problem management and promotes teamwork.
What do you dislike about the product?
I don't dislike anything about the software. It has the essential features we need.
What problems is the product solving and how is that benefiting you?
The data collected by the software is valuable for decision making. It is flexible, improves management and makes operations more efficient.
Recommendations to others considering the product:
It is useful for unifying IT support.
Clean Software that does almost everything right.
What do you like best about the product?
I like how simple the site looks and the control bar on the left. Reporting is also very easy to use and helps us identify ticket
What do you dislike about the product?
I really dislike the search function.
It is difficult to search old tickets to use for reference.
I would recommend being able to search tags for the tickets by adding "#" behind the word.
It is difficult to search old tickets to use for reference.
I would recommend being able to search tags for the tickets by adding "#" behind the word.
What problems is the product solving and how is that benefiting you?
All kinds of IT problems are being solved with freshservice. The flexibility of how it handles email and updates tickets is really good.
Helpful
What do you like best about the product?
Its easy to use, fast service and reliable
What do you dislike about the product?
At this time, I have not seen anything i dislike.
What problems is the product solving and how is that benefiting you?
Its helping me create a new system for IT services at my company
Recommendations to others considering the product:
Set a date of release and work for that goal. Try to implement it one step at a time and not all at once.
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