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Feature packed help desk manager with
What do you like best about the product?
It allows us to have a very manageable overview of all our tickets and the editable view is perfect for each agent to modify what and how they see the tickets.
What do you dislike about the product?
The bulk edit for tickets could be a bit more robust as I would like to be able to edit every aspect of a ticket in bulk (Like time)
What problems is the product solving and how is that benefiting you?
Proper delegation and allows us to communicate with our users better than ever while also keeping track of responses.
The ticket system has allowed us to handle tickets faster and keep track of information regarding those tickets better.
The ticket system has allowed us to handle tickets faster and keep track of information regarding those tickets better.
Recommendations to others considering the product:
Don't hesitate to bring your questions to their support team as they are always happy to help.
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Easy Peasy Ticket Squeezee
What do you like best about the product?
My favorite feature would have to be the automation tools for when we receive tickets. If it contains this, then it does that, if it is from this person then it is marked high priority, etc
What do you dislike about the product?
I dislike simply "thank you" responses re-open resolved tickets, making it have
What problems is the product solving and how is that benefiting you?
My teams SLA has skyrocketed and taken charge of specific issues that they are proud to resolve.
Recommendations to others considering the product:
Definitely give it a try. You may learn to love it for many more reasons than you were originally thinking.
Great product with an intuitive interface
What do you like best about the product?
Our organization has been using Freshservice for more than 2 years now and we are entirely satisfied. Particularly with the new workflow
What do you dislike about the product?
We are using the equipment check out and check in (or equipment reservation) and it's missing some features. Like, it would be great to get a reminder or set the due time to the return date...
What problems is the product solving and how is that benefiting you?
It made out helpdesk more efficient. We spend less time trying to figure out the ticket flow and more time on other aspects of our work.
The best ticket system for SMEs on the market
What do you like best about the product?
The most intuitive system I have ever had the pleasure of using. The system is remarkably customizable, and you do not need a system administrator or expert to configure the customizations. It is so intuitive that any person with minimal experience on the system can figure out how to configure it to your company's needs. We have a team of 8 support engineers and they all took to the system very enthusiastically. The user interface is superb, and the company has been in the market for so long that they have literally thought of everything. If you have a unique business case, like we did, it is most probable that they have already encountered it and have an out of the box solutions. My experience with their developers was phenomenal.
What do you dislike about the product?
The system is slightly more expensive than its nearest competitor. Which makes selling it to managers a little more difficult. But, the expense is justified. With the competitors in its market, a dedicated onsite developer is required, and installment and deployment time is 3-4 times longer. While FreshService is so easy to use, that any user or administrator can configure or change any settings, functions, workflows or processes with absolutely minimal effort. And, if you do require more assistance, 24x7x365 support is readily available and the support cost included in the monthly fee.
What problems is the product solving and how is that benefiting you?
We are a multiple service provider for large networking and connectivity giants. Freshservice is our service desk system to route and resolve incidents.
Recommendations to others considering the product:
I have become a FreshService evangelist in a very short time. So, I recommend this service to everyone!
Great complete IT solution
What do you like best about the product?
We like the integrality of the solution. You can assign a ticket to a product or a person without problem. The options of having the app in the cell phone allows you to easily have the information of a product by scanning the bar code, if the equipment is registered in the database.
The initial configuration work is a bit long, but it helps you improve your internal management processes.
The initial configuration work is a bit long, but it helps you improve your internal management processes.
What do you dislike about the product?
If the equipment is not previously created in the product catalog, as soon as you register a new asset, you must return to the product catalog.
What problems is the product solving and how is that benefiting you?
Clear management of incidents and queries on products
Freshservice Awakening
What do you like best about the product?
It's hard to narrow this down. The GUI, the ease of customization, the customer service. Everything has been like a breath of "fresh" air since moving over from Service-now. I can't say enough good things about this platform.
What do you dislike about the product?
I have found responses from support chat to be slow, but when directly submitting tickets the response has been incredibly fast and resolutions come very quickly, often in the same hour as submission.
What problems is the product solving and how is that benefiting you?
Zero down time with Freshservice. Customers have a very user friendly portal, and the employee onboarding/offboarding tool has been a game changer for user creation ticket SLAs.
Recommendations to others considering the product:
Use their ticketing system instead of the support chat for quicker service.
It's been a good experience
What do you like best about the product?
The way customizing has been made simple
What do you dislike about the product?
Some default items cannot be customized, like asset state
What problems is the product solving and how is that benefiting you?
Our helpdesk services and asset management
Very good
What do you like best about the product?
I appreciate the easiness of usage, the quick deploy and engagement of users and agent . it does not need a big effort in terms of training . i have experienced the system in two different company .
What do you dislike about the product?
Really nothing , what i suggest is to improve a knowledgebase system , in order to add internal or external documentation . In an another work experience i had to place side by side also jira
What problems is the product solving and how is that benefiting you?
a unique entry point for service desk , all tickets are under control , we have improve our reputation versus our user/customers .
Recommendations to others considering the product:
I think is the easiest service desk ticketing service
Freshservice - easy to use, highly customizable, robust ui, and friendly support
What do you like best about the product?
The most helpful aspect of using Freshservice is the possibility to customize it to fit my specific business needs and workflows
What do you dislike about the product?
The navigation icons are a bit tricky to get used to at first, but overtime you learn what each one does and stands for
What problems is the product solving and how is that benefiting you?
We are implementing a brand new ITIL helpdesk solution tool to fill the void where there wasn't one. No more taking tickets via notepad!
Recommendations to others considering the product:
If you're looking for an affordable and flexible ITIL helpdesk tool then why not give Freshservice a try? Compared to others it's more affordable and customizable and has a lot of features that work out of the box too.
Great tool but it feels like a "In Progress" experience
What do you like best about the product?
The user interface, friendly graphics and customization and the mobile apps. The third party apps integration is a "winner" feature. If fresh by itself can't or don't have a "native" integration, you can search for an app and maybe that would do the trick! It's nice to see software willing to share their functionalities with another companies, that tell you a lot of the philosophy and vision of the company. Always willing to give more to the community and work with others, that is a very strong point for them.
What do you dislike about the product?
It constantly feels like a "Tool in progress", I've encounter a lot of flaws and restrains, I think they could add more "customize" tools and not to "force" the user to work like they think is the best way to do it. Every company is different and they try to standardize the whole process and operation.
What problems is the product solving and how is that benefiting you?
So far, tracking tickets, problems, changes and assets. Also, the integration with other tools/software.
Recommendations to others considering the product:
Like any ITSM software, the most important thing to do with them is extracting data and personalization, try and test both.
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