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My experience using Freshservice
What do you like best about the product?
I could write that all matters are of my complete satisfaction, but I could remark the UI and the quality of support page. I do love "HelpDesk Productivity" Admin OPtions and the way you can easily create workflows
What do you dislike about the product?
Even thoug it´s been of an unvaluable help form me, I could say that I would like to have more trainning courses in https://www.freshworks.com/academy/courses/ and also in youtube.
What problems is the product solving and how is that benefiting you?
I am helping my customers to be more productive in their Contact Centers and providing FS users with high quality of support on a daily basis, it´s quite satisfactory form me
Recommendations to others considering the product:
Freshservice is a core of productivity facilities for Contacts Centers that could be integrated with additional FreshWorks Applications to meet all Companies Requirements
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Satisfactory help desk portal.
What do you like best about the product?
I reskinned the website using css and freshservice's saas platform made it easy to customize our help desk portal.
What do you dislike about the product?
The ticket sorting can be improved. Maybe freshservice should have a small query language for searching tickets.
What problems is the product solving and how is that benefiting you?
Software and website troubleshooting. I like getting notified when a new ticket is created and has been assigned.
Solved my issue
What do you like best about the product?
Quick answer from Support on my question after the ticket was logged. And directly all needed information. No additional question was needed from my side.
What do you dislike about the product?
Delay from more than 4 hours on responding on my chat question.
What problems is the product solving and how is that benefiting you?
No unwanted mails will be send.
Excelent software
What do you like best about the product?
the order, Excelent software to work and very friendly
What do you dislike about the product?
nothing, the application not have any problem
What problems is the product solving and how is that benefiting you?
internal tickets
FreshService Experience
What do you like best about the product?
Is a comprehensive platform that allows our company to have a ticket system for all administrative departments, providing a single interface to our end users but allowing us to separate our departments by groups with different permissions to ensure confidentiality of the requests and issues received. For the IT department, it has other tools like inventory, change management, and project management that helps on documentation of day to day issues.
What do you dislike about the product?
There are a lot of details that can help our daily workflow that are missing like for example disable agents, merge assets, internal checklist for configurations or adding videos to the FAQs that are not already published on Youtube, we had sent more than 40 tickets requesting these as new features but they are rarely approached. From our point of view the requests may be simple but sometimes are not addressed as important so we never get them.
What problems is the product solving and how is that benefiting you?
Because we have all administrative departments (IT, HR, Finance, etc) receiving tickets from the end-user standpoint is much easy and fast to send requests and issues.
Great tool
What do you like best about the product?
Freshservice does "just what it says on the tin". It makes users feel important and their problems listened to.
What do you dislike about the product?
I can't think of any element of Freshservice that I dislike.
What problems is the product solving and how is that benefiting you?
The tool has made service much easier. Users like it, techs like it.
Recommendations to others considering the product:
Freshdesk is simply great!
It has exactly what we need and is easy to manage.
What do you like best about the product?
Freshworks as a company aligns very closely with our corporate culture. Rather than farm out the implementation to some "Value Added Reseller", these guys handle the implementation themselves, and check in with you regularly because they understand that they want to keep you happy as a subscriber. We were also looking at another large leader in the market, who seemed very uninterested in working with us besides getting us to buy their product.
The ease of use in FreshSevice is incredible. We were able to learn a lot about configuration during our PoC phase and picked up more of the nuanced skills during training.
What I've found in general with FreshService is this: If there's something you can't do in it, there's a good reason, and usually it has to do with you trying to do things "the old way", or bring over bad habits/processes.
Our aim with replacing our last ITSM was getting something that looked and felt modern, was super easy to use, was very fast to create and work tickets, and had a "joy of use" that many outdated-looking ITSM/ticketing systems lack.
The integration between the Assets (CMDB) and tickets is tight, and the workflow engine is quite robust.
The ease of use in FreshSevice is incredible. We were able to learn a lot about configuration during our PoC phase and picked up more of the nuanced skills during training.
What I've found in general with FreshService is this: If there's something you can't do in it, there's a good reason, and usually it has to do with you trying to do things "the old way", or bring over bad habits/processes.
Our aim with replacing our last ITSM was getting something that looked and felt modern, was super easy to use, was very fast to create and work tickets, and had a "joy of use" that many outdated-looking ITSM/ticketing systems lack.
The integration between the Assets (CMDB) and tickets is tight, and the workflow engine is quite robust.
What do you dislike about the product?
The only thing I'd like to do that we can't is modify the choices used in the priority matrix (ex: rename "low impact" to "affects one employee", etc). We got around this by creating a new field and hiding the default one, and the FreshService implementation team was excellent in understanding what we were trying to do, Why, and how we might accomplish it.
What problems is the product solving and how is that benefiting you?
Our helpdesk and technicians love using FreshService over our old system. Everything is so much more intuitive, easier on our customers, and fast to use.
Freshservice rules!
What do you like best about the product?
It's easy and simple yet very complete. It's very good for ticket management.
What do you dislike about the product?
When ticket is "Resolved" and a user places a note on it, the ticket does not get reopened.
Some of fields are mandatory and cannot be removed.
Some of fields are mandatory and cannot be removed.
What problems is the product solving and how is that benefiting you?
It helps organize my work and my teams work. No more lost emails or requests that were not resolved.
Recommendations to others considering the product:
It's easy to use and to configure. Plus, you can have different set ups for different clients.
Easy out the box setup and great automatons
What do you like best about the product?
The simplicity and ease of the interface to deal with requests and incidents quickly and efficiently along with the simplicity to add automation without any development knowledge. The speed of support if assistance is required is second to non.
What do you dislike about the product?
Time-sheet reporting is lacking in areas and not having the ability to log time on every note of response impacts agents time and workflows. The ability is there to log time both billed and not but would be useful to have in the response section of the ticket as well ss the properties of the ticket.
What problems is the product solving and how is that benefiting you?
On-boarding automation, SLA reporting an general speed and clarity of issue/request ownership. Change and release management.
Top Ticketing System for IT
What do you like best about the product?
I love the ease of use and the myriad of options that we have to customize the experience for our end-user and technicians.
What do you dislike about the product?
The phone technical support leaves a lot to be desired. We usually have to wait on hold for a long period of time before speaking to someone in the event of an issue.
What problems is the product solving and how is that benefiting you?
Before using Freshservice we had so many avenues for end-users to submit problems. It caused so much confusion and problems fell through the cracks. Now we have a singular place where we can go to work on tickets and solve problems.
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