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FreshService Made Our Life Easier
What do you like best about the product?
1) ITIL Best Practices
2) Effective management of Service Desk
3) Reporting has become so effective and easier
4) New Dashboard is awesome
2) Effective management of Service Desk
3) Reporting has become so effective and easier
4) New Dashboard is awesome
What do you dislike about the product?
1) Feature Addition Request Taking bit long time to complete
What problems is the product solving and how is that benefiting you?
Time Management
Customer Satisfaction
Communication Delays & Lags
SLA
Customer Satisfaction
Communication Delays & Lags
SLA
Recommendations to others considering the product:
Best Product / Value for money
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A Fine Product - With Minimal Shortcomings
What do you like best about the product?
The ease of setup with FreshService is great.
What do you dislike about the product?
There can be lacking features at times, but there seems to be more and more things getting added all the time. If I'm ever lacking something, it's usually not for long.
What problems is the product solving and how is that benefiting you?
We use it as our primary ticketing system. All requests are now routed through this as well. The portal has allowed users to answer their own questions with our published solutions. And we now have better business continuity all around.
Recommendations to others considering the product:
Just got for it. If you're looking for something nearly as good as ZenDesk, but for less cost, this is your answer.
Great Customer Support
What do you like best about the product?
The time between submitting a support ticket and receiving a response was great. The tech confirmed the issue right away and completed the customization I was looking for within a very short timeframe.
I was really impressed
I was really impressed
What do you dislike about the product?
There are some great features with FreshService but some of them almost feel beta at times and need to be expanded upon.
Reporting I would say is the weakest part of FreshService. I wish there was more customizable reports and not have to be in a graph format
Reporting I would say is the weakest part of FreshService. I wish there was more customizable reports and not have to be in a graph format
What problems is the product solving and how is that benefiting you?
FreshService allows our firm an easily accessible tool for our employees to submit IT related issues to the IT dept. We have been able to report on how many tickets we receive on a monthly basis, track our inventory, share a knowledge base with the employees on how to fix common issues.
This has really improved efficiency of the IT dept and the employees of the firm as a whole
This has really improved efficiency of the IT dept and the employees of the firm as a whole
Freshservice, full with features, and easy to set up
What do you like best about the product?
What I like the most about freshservice is the multitude of features it contains and how quickly they add new features or improve existing features
What do you dislike about the product?
The worst support experience I've ever had. Went to their website because I needed assistance, and used the "live" chat feature which promised average reply of 5 minutes, I got a reply after a couple days on email which told me they will look at my case and respond -- 6 days later still haven't heard anything back from them. At the same time opened an email ticket, hasn't even been acknowledged.
What problems is the product solving and how is that benefiting you?
We are solving our companies IT ticket submission with freshservice, by using the freshdesk software provided by freshservice.
Great experience
What do you like best about the product?
Easy to set up and use, excellent customer service. Improvements always being made to provide new features. Analytics make it easy to view performance at a glance.
What do you dislike about the product?
Some of the reports take some time to work out, in order to get the right information but this comes with practise.
What problems is the product solving and how is that benefiting you?
We can have a customer facing IT Service Desk portal that is clear and easy to use, customisable and gives the users access to a knowledge base as well as logging service desk tickets
Recommendations to others considering the product:
Have a clear idea of what you require to start with, including how you are tracking assets, software and user accounts. Have a clear idea of your form design before you get started to save time. The second implementation I did was much easier because I had everything planned out in advance, I didn't try to take what we had from a different supplier and make it fit.
It is a very effective performance measurement tool and more over it is a very user friendly tool.
What do you like best about the product?
The best thing i like about the freshservice is the support from the customer support. They are timely response to the query, always solve the problem in given time line.
What do you dislike about the product?
The Dislike about the freshservice tool is sometimes it could not sync with cloud server on time and also the main thing the customisation is not available according to us.
What problems is the product solving and how is that benefiting you?
We are basically using the freshservice for end user, so for us it is now much more reliable to resolve there issues in a timeline and also enhance the productivity of agent.
My FreshService Experience
What do you like best about the product?
FreshService is a very advanced ticketing tool with advanced features like the ability to sync AWS accounts, Pagerduty accounts etc... Also the new improved workflow automator is amazing and lets you automate many things such as change creation etc.. . To summarize my experience with freshservice so far for the past two years has been very good and I'm definitely planning on continuing the service for the years to come.
What do you dislike about the product?
Nothing So far. Everything seems perfect.
What problems is the product solving and how is that benefiting you?
Freshservice comes in very handy during audit times and also is easy to sync with AWS accounts.
Simple and easy to use
What do you like best about the product?
Professional and intrusive user interface for both administrators & agents / customers to use. There is a bunch of automation that allows for easier management of the service desk.
What do you dislike about the product?
So far I have yet to stumble on anything significant that I dislike about Freshservice.
What problems is the product solving and how is that benefiting you?
N/A
Recommendations to others considering the product:
Just go for it
Able to tailor fresh service to what we need
What do you like best about the product?
Fresh service allowed our company to move of off emails.
What do you dislike about the product?
every now and then i run into something that freshservice is missing. like maybe a live chat feature for agents.
What problems is the product solving and how is that benefiting you?
added visibility for the user and IT management to keep track of re-occurring emails
Beautiful for admin and end user
What do you like best about the product?
Ux is great from both the admin and end user portal. Integration with gsuite makes this makes this a game changer vs our previous product.
What do you dislike about the product?
Service catalog fields should be connected to incident form fields. Having to build lists multiple times is frustrating.
What problems is the product solving and how is that benefiting you?
Self service portal and being able to provide a clear concise message to our end users.
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