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Start-up ITSM Tools that provide good user experience
What do you like best about the product?
Simple, User-friendly, Evolutive, Visual & good support.
What do you dislike about the product?
Product is still young and some options / fonctionalty need to be improved / created.
What problems is the product solving and how is that benefiting you?
Support & End-user self service centralisation
Recommendations to others considering the product:
Good quality/price SD Tools & really easy to use by end-users
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"Freshservice: The IT Service Desk Solution Feature-rich and intuitive."
What do you like best about the product?
Adaptable to your business. Straightforward information section boards for the clients. Simple to monitor tickets with perspectives so you can see only your tickets, or your gatherings tickets. Acceleration process that is worked in works incredible for getting endorsements for spend ahead of time. Has streamlined our endeavors immensely. Having Freshservice as our helpdesk and stock framework has been a major improvement and simple to use by our IT staff and the end clients themselves.
What do you dislike about the product?
I discover we regularly use applications inside Fresh Service in novel ways and whenever furnished with more tips(quick recordings), it could truly enable our inward group to utilize new support of its maximum capacity.
What problems is the product solving and how is that benefiting you?
Freshservice takes care of the issue of distinguishing where in the process my group is stuck in an unfortunate situation tickets. My group can arrange and compare with clients in a simple and helpful way. Our client support team correspondence with the customer has expanded in lucidity and practicality by a substantial size additionally our capacity to track and fix issues has likewise expanded exponentially.
Recommendations to others considering the product:
The product keeps us sorted out in our IT bolster rolls and causes us meet our destinations. The announcing is helpful for detailing measurements to upper administration.
Very organized way of tracking our work flow
What do you like best about the product?
I like the sla features. They are customizable for each category we use in our business. The timer keeps us accountable to our customers.
What do you dislike about the product?
The search feature isn't the best. We have put in a request to help fix the issue and fresh service has already said they are working to make that better.
What problems is the product solving and how is that benefiting you?
We are keeping tasks organized and holding each person accountable for what they have to complete.
Recommendations to others considering the product:
I would recommend fresh service but i would also suggest someone in IT who can help set up all of the customizable features.
Rapid deployment and fully featured
What do you like best about the product?
Good software doesn't need a manual. This is actually the case with Freshservice. Especially if you compare it to other IT Servicedesk solutions.
Especially the speed and ease of implementing is remarkeable.
The service desk of Fresh is also very responsive and cooperative.
Especially the speed and ease of implementing is remarkeable.
The service desk of Fresh is also very responsive and cooperative.
What do you dislike about the product?
So far nothing to dislike. I am still discovering reporting. Potentially a few more standard reports on assets (e.g. on operating system) may be useful
What problems is the product solving and how is that benefiting you?
We are mostly using is for following up internal ICT tickets.
We will be expanding it further:
- Smaller projects that are closely related to incoming tickets
- Following end user tickets in relation to project go lives
- Asset management
We will be expanding it further:
- Smaller projects that are closely related to incoming tickets
- Following end user tickets in relation to project go lives
- Asset management
Recommendations to others considering the product:
The solutions is highly recomendable for organisations that start from zero. You can start easy and gradually build up.
Other organisation with more mature support processes should first consider simplifying their existing processes before going to Fresh (which is an advice indepdendent of going to Fresh or not ;-)
Other organisation with more mature support processes should first consider simplifying their existing processes before going to Fresh (which is an advice indepdendent of going to Fresh or not ;-)
Best service and support ever!
What do you like best about the product?
The functionality of Freshservice and the super fast support from team
What do you dislike about the product?
Everything is perfect there is nothing to dislike :)
What problems is the product solving and how is that benefiting you?
Service Requests, Incidents, Change Managements
Recommendations to others considering the product:
Very fast support
Perfect functionality
Very simple to setup
Perfect functionality
Very simple to setup
An amazing IT Service Desk Experience
What do you like best about the product?
I like that I have one place for my Helpdesk Emails, Assets, Requesters, Contracts/POs. Previously having a helpdesk email and ticketing system seperate is horrible with keeping up on ticket creation. Now all my tickets are created and tracked automatically.
What do you dislike about the product?
I don't really have anything I dislike exactly. I wish i had more customization for the self service portal, but its because we are at a lower tier of subscription.
What problems is the product solving and how is that benefiting you?
I'm solving being a great IT Service Desk and providing a great face for IT to the business. The benefits I realized are the ease of use and how easy it has made my job with one easy to use tool.
Recommendations to others considering the product:
Try out the demo and you will fall in love. I really have found the product to be amazing and the new integrations coming out all the time make it that much better.
Fresh Service
What do you like best about the product?
I like the range of filtering options available for viewing tickets, which are very powerful. I also like the integrations supported, including SSO with Google and Jamf Pro for asset management.
What do you dislike about the product?
It's hard to maintain multiple conversations in a single thread - for example a conversation with an end user about a broken device, and a separate but related conversation with the vendor about a replacement - since the reply button forces the reply goes to the person who logged the ticket. While you can use the forward button, this doesn't maintain a consistent track of the email chain, so replies, etc. get cut out and the conversation can be disjointed.
What problems is the product solving and how is that benefiting you?
We use Fresh Service for tickets and change management primarily and will soon begin using it for asset management.
Easy to setup, Easy to use, Easy to Tailor
What do you like best about the product?
One of the best parts of Freshservice is how fast it was able to be set up and ready to use,
We went from testing to going live in less than a week with 0 issues
We went from testing to going live in less than a week with 0 issues
What do you dislike about the product?
The only gripe i have is that there are a few things locked down to even account admins,
For instance we cant remove the Department field from the INC form fields.
For instance we cant remove the Department field from the INC form fields.
What problems is the product solving and how is that benefiting you?
the biggest benefit, at least to how we work, is the automaters, this allows us to remove unnecessary steps, for instance we can make certain service requests go to specific people, or incidents with certain keywords go to someone who is good at that specific thing.
Well Fresh Service Seems pretty Quick and Fast and that saves lot of time while multi tasking
What do you like best about the product?
The Interface seems pretty good and Clear and Precise
What do you dislike about the product?
The Filters which only detect the tickets logged 6 months back if you do not select 1 anytime in the filters , old issues are left out, which is a big let down , by default the filter should pick the time period as anytime
What problems is the product solving and how is that benefiting you?
We are in the process of Implementing ITIL Framework through Freshservice
Best of Freshservice
What do you like best about the product?
The best ever user friendly application i have ever used for the asset management database.
What do you dislike about the product?
Dislike..... Is that if any transaction is completed on asset (Hardware & Software) the system should throw an email to the User or the IT team. This will help to have an future search record.
What problems is the product solving and how is that benefiting you?
We use Freshservice for Asset Management (Software & Hardware).
Due to the user friendly interface of the application it has been so easy to maintain the Inventory.
Due to the user friendly interface of the application it has been so easy to maintain the Inventory.
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