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A great online tool with a lot of potential.
What do you like best about the product?
The company can have all the requested tasks in one place, and you can make reports of them. Also, they have a tool that make easier having information available for anyone called ¨Knowledge Base¨.
What do you dislike about the product?
There needs to be a way to make reports from the projects (individuals or in group) that are made in the platform. More tools to measure the projects and all the information in the platform, like weekly and monthly reports.
What problems is the product solving and how is that benefiting you?
Having all the requested tasks in, form of tickets, in one place.
Recommendations to others considering the product:
If you want all your information in one place or you don't want to have a lot of mails with the same requests, this is your solution.
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Better than Good
What do you like best about the product?
Easy for admin even to manage.. quick backed support.. dashboard etc.
What do you dislike about the product?
if a multiple agent in different group.. machine learning should be there to decide whether will be suitable group to auto assign.
What problems is the product solving and how is that benefiting you?
this is being used at xceedance as a ticketing tool across all IT backend team.
Excellent Dashboard and Ticketing System
What do you like best about the product?
I like the clean look the best. It's not to busy looking, but all the pertinent info is there.
What do you dislike about the product?
I dislike the fact that you can't apply a "Dark Theme". It would be nice to have a dark theme for working at night. Easier on the eyes.
What problems is the product solving and how is that benefiting you?
Users sometimes don't know where to go with their problems and questions. We can point everyone ion the company to one central place, (Freshdesk) and get the questions answered and problems solved.
Recommendations to others considering the product:
Easy to setup. Always available. Easy to use.
IT Specialist
What do you like best about the product?
Report Creation and database maintainance
What do you dislike about the product?
Small IT Break Fix which should not go through help desl
What problems is the product solving and how is that benefiting you?
Automation
Recommendations to others considering the product:
NA
Nice and refreshing
What do you like best about the product?
The speed of the product is very good and the layout is very intuitive and easy to follow.
What do you dislike about the product?
The Workflow Automator. An element (condition) in the workflow cannot be removed. The whole workflow needs to be deleted and recreated from scratch which is very time consuming.
What problems is the product solving and how is that benefiting you?
Speed of resolving issues for customers (staff). A lot of time saved using this easy to work with product.
Recommendations to others considering the product:
Give it a go, you won't be disappointed.
Easy to manage
What do you like best about the product?
Pretty simple to understand. I've been using it for a day only and the trial give me a great feeling about the solution.
What do you dislike about the product?
The only thing I dislike for the moment, is the fact that I won't have everything the solution has to offer if I choose to got with a lower subscription. Wich is totaly understandable. Not mad about it.
What problems is the product solving and how is that benefiting you?
We are going to fix internal technical problem. Only concerning the information system and all the tools we are developping for our entreprise.
Recommendations to others considering the product:
Try it first to see if this suit your need's.
Has made a huge difference in our department's productivity
What do you like best about the product?
Easy to use and easy to train users on. Also, lots of features!
What do you dislike about the product?
Sometime there are too many option to customize. I think some customers may want a simpler system.
What problems is the product solving and how is that benefiting you?
Ticket priority and management SLA's. Also, we have historical data that we can report on. Reduced customer frustration and increased visibility into daily work.
FreshService is one of the Best Purchasing Decisions I Have Made in My Career!
What do you like best about the product?
The tool itself is amazing. The thoughtful design, alignment with ITIL principles, and the flexibility to use it to meet our specific and unique business requirements is only matched by the friendly, competent and always available implementation team and help desk!
What do you dislike about the product?
I haven't seen anything yet that I would change.
What problems is the product solving and how is that benefiting you?
Replaced an old client/server helpdesk with FreshService initially to provide better service for our mobile users, but have found that the friendly interface has been very welcomed by our end users who now are happy to use the helpdesk rather than send an email or stop us in the hall. We will be adding our Building Maintenance helpdesk to Freshservice soon saving lots of money and making a one-stop helpdesk for our users.
Recommendations to others considering the product:
Understand your organizations services and requirements before you start to build.
FreshService is the complete help desk Software
What do you like best about the product?
The workflow automator, the supervisor rules
What do you dislike about the product?
The impossibility gir manager to see their approved services
What problems is the product solving and how is that benefiting you?
Organization of IT helpdesk and services tracking
Fresh Service is Flexible
What do you like best about the product?
We are a small support department and Freshservice is a flexible tool and scalable so that we can build in functionality as we go along.
What do you dislike about the product?
I dislike that there is not a desktop application.
What problems is the product solving and how is that benefiting you?
I was looking for a product that would help improve the efficiency of our Service Desk incident tracking. We are using FreshService to manage our IT Services Department help calls, and have only begun to realize it's potential.
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