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Freshservice has been fantastic!
What do you like best about the product?
There are so many things about Freshservice that I enjoy: ticket organization and classification, inventory access with details about devices, customizable service requests, so many reporting options, feedback system for user input. Really, this list could go on and on. Suffice it to say that Freshservice has many tools ready for you to utilize. Having app integration can really extend functionality as well.
What do you dislike about the product?
Sometimes new features release in beta, such as software inventory management, and are very limited in features. Perhaps more time in development for new features would be best so that, when released as betas, users can get a fuller sense of what the new feature will be like.
What problems is the product solving and how is that benefiting you?
Since we can link assets with incident tickets we can quickly identify machines that may be having critical problems. Having one resource for inventory helps us to know what is on hand at all times, with specifics about the machines that would be difficult to manage in something like Excel. There are also nice tools for collaboration between agents in our department. This allows our team to put our heads together in order to resolve some of the trickier issues that come our way.
Recommendations to others considering the product:
Consider what you're using now not only as a ticket/help-desk service...but also inventory management and what other applications you're using. Freshservice has proven to be a one-stop destination for a multitude of features that allows for management in one system. Freshservice has made things simpler for our IT department.
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Very good but room for some improvement
What do you like best about the product?
Freshservice allows us to keep track of internal issues incredibly well. It is a simple interface and has reasonable functionality. Overall, I would consider this to be a solid application.
What do you dislike about the product?
I wish there was a little more intelligence behind what freshservice did to attach a particular reply to a particular ticket. Whenever we get an email from an outside ticketing system, if they alter the subject line, then freshservice creates a brand new ticket. We would like to at the very least be able to add special cases to freshservices logic in attaching tickets
What problems is the product solving and how is that benefiting you?
Again, I harken back to keeping track of internal issues. It is incredibly difficult to keep track of all the little things that need to get done and if we have a methodology of keeping track of those issues, it allows us to keep tabs on progress and verify that things aren't falling by the wayside
Recommendations to others considering the product:
How smart do you need your ticketing system to be? If it needs to do highly complex ticket routing, I probably wouldn't go with FS. But FS is easy-to-use and reasonably powerful for what you get. Its not perfect, but it certainly gets the job done effectively 90% of the time
Very helpful and useful tool
What do you like best about the product?
Ticketing seamlessly integrates with everything, including the portal and Knowledge Base.
What do you dislike about the product?
So far not found anything that would be considered bad, I had an issue integrating Single Sign On but I think that was the thirdparty solution causing issues.
What problems is the product solving and how is that benefiting you?
Helpdesk and ticket tracking.
I have been able to integrate ticketing and solutions together.
I have been able to integrate ticketing and solutions together.
Recommendations to others considering the product:
If you want to have a Service Desk and CRM system together that grows in features as your business does FreshService is for you.
Room for growth, but always growing
What do you like best about the product?
The visual simplicity makes it easy to recommend to many different kinds of organizations, but especially ones in which agents aren't always going to be specifically trained IT professionals.
What do you dislike about the product?
Some of the features are a bit simple, especially for the price. In particular, the project management side of the package needs work. Thankfully, I've been told that this is being worked on.
What problems is the product solving and how is that benefiting you?
Being able to track long-term issues or tickets that may take over a month to complete has been a tangible benefit.
"An astounding IT Service Desk Experience"
What do you like best about the product?
It's extremely valuable for some sorts of things. What we principally use it for would be for ticketing the board. In such manner it's awesome in light of the fact that you can channel by client, requester, specialists, divisions, date, and so on which enables you to have the option to effectively realize which tickets should be done at what time and who is submitting them. I truly appreciate the convenience for the item as new individuals who join the organization can get on to utilizing this administration in all respects rapidly also
What do you dislike about the product?
There is some UI awkwardness, for the most part in building look criteria anyway I'm certain these will be tended to soon. Their moving discharge cycle and steady updates have resolved a large number of my past problem. They appear to tune in to demands for new highlights and UI changes.
What problems is the product solving and how is that benefiting you?
We were searching for an open, available approach to keep up perceivability and following of activities, administration demands, and inconvenience tickets. This stage has addressed those necessities flawlessly. We're likewise ready to monitor our gear through the stock administration bit of the product. It enables us to monitor where resources are, which client is in control of what resources, and monitor the significant programming introduced on every benefit. It has helped us picture which PCs need redesign or substitution due to outdated working frameworks.
Recommendations to others considering the product:
Attempt it. You'll like it. Like any new programming, there is an expectation to absorb information, yet it's extremely little contrasted with other, comparative programming. Certainly justified regardless of the speculation. It has been a distinct advantage for us
Simple Service Desk
What do you like best about the product?
Realy simple to implement, works out of the box, Single Sign On with Azure AD was realy easy to implement
What do you dislike about the product?
Was not possible to test a special plan with the test version
What problems is the product solving and how is that benefiting you?
We use Freshservice as internal service desk solution
Buen servicio para el uso diario
What do you like best about the product?
Su facilidad de uso, y que nos ayuda a formalizar los tickets de la empresa
What do you dislike about the product?
Nada en concreto, quiza que no tengo autocorrector ortografico.
What problems is the product solving and how is that benefiting you?
Agilidad en el trabajo diarios del departamento.
Recommendations to others considering the product:
Solo me gustaria tener corrector ortografico a la hora de escribir un mail, graicas.
Stable system with many features and not too complex to learn
What do you like best about the product?
We use this service from before it was called that. The free version has always been enough for our small business, but we have had the opportunity to propose it to a large company successfully. The system is stable and allows you to settings many features and personalizations with small training.
What do you dislike about the product?
For the moment the system works perfectly for our needs
What problems is the product solving and how is that benefiting you?
We use this system to track and manage all tickets and resolution times. The advantage is the great tracking without loss of all communications.
Recommendations to others considering the product:
For the moment no recommendations...
Delivery of high quality services.
What do you like best about the product?
It fascinates me because you can maintain an excellent database for all the activities in progress and solve problems with simple searches. The portal and its navigation are easy to use; In addition, if you ever need help or have a question, the support team is available immediately. Another important fact that makes this program fantastic is that you can create your own forms, indicate the anticipated delivery and specify the costs.
What do you dislike about the product?
Freshservice does not have such a wide integration library, basically it is not a bigger problem but I would like to improve this element. In addition, adding more reports would be good since the available reports are very restrictive. I would only complain about this pair of things, the rest is an effective program.
What problems is the product solving and how is that benefiting you?
In DockYard Inc we have been able to create workflows and customized scenarios for very different support teams with this excellent program, besides that the automation options and the general flexibility of the product are also very positive characteristics that bring us benefits.
Recommendations to others considering the product:
I recommend it because it stands out in problem management, change management and launch management; I think it is important that the information that is entered in the system can help to make decisions, solve problems and monitor the return on investment. It is also very suitable users they want to access information such as tips, configuration standards and verify the status of their own tickets.
Very easy to use tool with a ton of information
What do you like best about the product?
Easy to navigate tickets and assign each one to the specified team member of each department.
What do you dislike about the product?
I would really like an automated refresh of tickets so that I don't have to manually do it.
What problems is the product solving and how is that benefiting you?
Main issues that pop up are nice to be able to re-reference at a later date, especially for newer technicians who have never dealt with that problem. It saves time for us as the new technician asks less questions since he can find the solution himself through Freshservice.
Recommendations to others considering the product:
It is a great tool to use when navigating tickets, projects, and inventory management. A must have tool in my opinion for any IT professional.
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