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Professional and easy to use
What do you like best about the product?
FreshService is easy to use and configure. The feedback from end users is brilliant, they really appreciate how it feels.
What do you dislike about the product?
There are a lot of "default" fields and functions which need to be removable.
What problems is the product solving and how is that benefiting you?
IT Service Management.
We have benefited from the agile working which FreshService provides.
We have benefited from the agile working which FreshService provides.
Recommendations to others considering the product:
Make sure you maintain a good working relationship with your account manager and customer success manager. They will do wonders for you.
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Freshservice has been wonderful
What do you like best about the product?
Freshservice is easy to navigate and to use. We like how easy it is to customize it to fit our needs.
What do you dislike about the product?
We wish the reporting features were more robust. We have to export raw data into Excel to get the metrics we are looking for.
What problems is the product solving and how is that benefiting you?
We are able to prioritize our work more efficiently. With the SLA policies we can keep our tickets updated and/or resolved in a timely manner.
Good Value with Easy setup and Great Support
What do you like best about the product?
Easy to setup and get running, on the higher plans everything you need is included.
Self service portal is easy to work with and for users to navigate.
Agents like the product and it's a great step up from our old system
Self service portal is easy to work with and for users to navigate.
Agents like the product and it's a great step up from our old system
What do you dislike about the product?
Deletion of agents upsets the call stats.
Some configuration isn't possible though it seems easy to implement
Lack of good Gsuite integration
Some configuration isn't possible though it seems easy to implement
Lack of good Gsuite integration
What problems is the product solving and how is that benefiting you?
Good statistic production, this has been improving steadily over the last 2 years, with reporting and dashboards now producing easy to work with call stats automatically.
Recommendations to others considering the product:
check it does what you need out of the box, as feature requests take time.
Great experience with FreshService
What do you like best about the product?
I've worked with numerous ticketing systems like TopDesk, ServiceNow and more, but FreshService has supplied me with the sleakest experience yet. It's easy to use, the interface is easy to understand and enough admin options. . All in all, very nice to use.
What do you dislike about the product?
The only downside so far is the experience I've had with the Android app. There are some bugs and a lack of features that already exist in the browser version, but after having contacted the FreshService team we were able to spar a bit about adding features and discussing existing ones. The communication regarding said features and new things they are planning is also a bit lacking. It would be interesting to see what things will be coming soon. Something like a roadmap for both the browser and the app versions.
What problems is the product solving and how is that benefiting you?
FreshService has allowed my team and I to easily create tickets, manage and solve them on a daily basis. We're easily able to pick things up, even on the go while navigating to users throughout our building. It's been of great help to us and our users.
Recommendations to others considering the product:
FreshService makes the cut, go for it. I've used multiple ticketing systems, this one is great.
Excellent product
What do you like best about the product?
Product is clean, easy to use, ITIL compliant, customizable, and support is fantastic. Constant improvements to the platform as well. We weren't able to find that combination with any other vendor.
What do you dislike about the product?
Their forums could use a community manager so followed topics always get an official response. There are four ways to get reports in the platform and not all of them have all features--a pass update functionality on all dashboards is needed (for example, KPIs to the analytics platform). It's not a huge complaint though--worst case you can export all data out via API and do whatever you want yourself.
The project management component could use some attention--or focus on integration with Planner or something instead. Managing long-term tickets/development requests inside Freshservice isn't realistic as-is.
Survey customization would be nice.
These items are all small complaints though, outside the core focus of the product. No dislikes at all on the core feature-set.
The project management component could use some attention--or focus on integration with Planner or something instead. Managing long-term tickets/development requests inside Freshservice isn't realistic as-is.
Survey customization would be nice.
These items are all small complaints though, outside the core focus of the product. No dislikes at all on the core feature-set.
What problems is the product solving and how is that benefiting you?
Helpdesk systems are often either too simplistic and can't capture enough data or too complex and burdensome to use. Freshservice has an ideal balance and enough customization
Recommendations to others considering the product:
Focus on ease of use. If people don't like using helpdesk software your results will be poor.
Great ticketing system
What do you like best about the product?
I love the Scenarios and canned responses features. I use this for our IT support team to handle repetitive tickets or sending to the proper groups and teams we have within our instances. I enjoy this ticketing service masks your email and has it just reply as the ticketing service. I love the fact we can have our assets within Freshservice as well
What do you dislike about the product?
I dislike only one person can be assigned to a ticket and only one person gets credit although credit for a ticket doesn't matter within our company. I also wish there was a way for Agents to mark themselves as Out of office vs an admin having to make a workflow.
What problems is the product solving and how is that benefiting you?
We are solving internal users issues problems by having them email our Freshserivce ticketing service and we tally out the tickets and assign to the proper groups or respond to the inquiry. This is much better at tracking users issues vs them slacking you and its a way to keep track of the many different issues users may have.
Awesome
What do you like best about the product?
Ticketing system and Inventory checklist with notification.
What do you dislike about the product?
Still, not yet interaction with workplace and other app VNC
What problems is the product solving and how is that benefiting you?
First, the track recorded of the call ticket and with the report. the instragetion small app helps a lot it get a proper report of assets to report ad we can track the assets in Org.
Recommendations to others considering the product:
Yes, we are suggesting freshservies to some of you NGO partners.
Very Solid and Customizeable platform
What do you like best about the product?
Workflow automator capable of many tasks. Wide array of plugins. Intuitive interface. Intuitive and fairly powerful Analytics interface (skip the reporting tool for complicated stuff, go straight to the more powerful Analytics tool.) Highly customizable in both aesthetic and function. So much of the portal just works....which is huge. While I'm going to list a bunch of criticisms, that's because this portal is so tantalizingly close to being perfect that I'm listing *everything* I could possibly want.
What do you dislike about the product?
SLA's cannot be run against custom ticket-fields.
SLA's offer setting up multiple "business hours" policies, but those policies are necessarily tied to a group(s). Would be nice to be able to apply different business hour-policies according to conditions we define (say, we want tickets with the value "A" in a custom field to be supported 12-hours a day, but those with "B" in the custom field we want the 8-hour business hours to apply.
The Workflow Automator can conditionally set "Priority" field, but cannot set the "Impact" and "Urgency" fields the portal uses to determine the Priority via the Priority Matrix. That said, you can just build your own matrix using custom fields and do it that way...you just need to then disable the Default Priority Matrix.
SLA's offer setting up multiple "business hours" policies, but those policies are necessarily tied to a group(s). Would be nice to be able to apply different business hour-policies according to conditions we define (say, we want tickets with the value "A" in a custom field to be supported 12-hours a day, but those with "B" in the custom field we want the 8-hour business hours to apply.
The Workflow Automator can conditionally set "Priority" field, but cannot set the "Impact" and "Urgency" fields the portal uses to determine the Priority via the Priority Matrix. That said, you can just build your own matrix using custom fields and do it that way...you just need to then disable the Default Priority Matrix.
What problems is the product solving and how is that benefiting you?
inventory management, ticketing, ITSM
Recommendations to others considering the product:
This is the closest thing to the "perfect portal" I have come across.
We've had to compromise on a few minor things, but overall this has been the most capable portal I have used.
We've had to compromise on a few minor things, but overall this has been the most capable portal I have used.
Ease of use with powerful features
What do you like best about the product?
We appreciated the ease of use in primary implementation...and further implementation of modules as our expertise with the product has grown.
What do you dislike about the product?
For a full-featured product, the Project Management module leaves much to be desired. It is lightweight and not feature-rich as the other modules we currently use.
What problems is the product solving and how is that benefiting you?
We didn't have a Tech Support Portal prior to Fresh Service. Now, we have a fully featured support page with Solutions and Services along with incidence reporting. We feel this offers better self-help support and the ability to cooperate on tickets with requesters and agents.
Recommendations to others considering the product:
The Fresh Service team has been very helpful in answering questions and assisting with rolling out the product.
Great Product
What do you like best about the product?
Ease of use and dependability. The Software allows for a better experience overall to the general helpdesk and advanced helpdesk users.
What do you dislike about the product?
The Mobile app. It works when I use it but none of us in the office get notifications anymore from the app. We have all notification options turned on and uninstalled and reinstalled the app. We all have pixel 3 /pixel 3XL's and none of them work. This is not a turn down but its definitely nice when we would get updates.
What problems is the product solving and how is that benefiting you?
We're a non-profit MSP for other non-profits in our area and it helps us Daily with keeping up with tickets and information.
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