Freshservice

What do you like best about the product?

The ITSM capabilities of Freshservice is great. Incident and Change Management are on point. We were able to track all incidents as well as we thought we can

What do you dislike about the product?

Freshservice pricing increases substantially for advance plans. We also faced support issue from frehsworks team

What problems is the product solving and how is that benefiting you?

Freshservice helps us to track all changes, incidents and also assets that we give to our employees

What do you like best about the product?

The interface is very easy to adapt and the knowledge base helps us check if there was a similar issue in the past and resolve those easily

What do you dislike about the product?

We have observed that if we log tickets simultaneously like more than 10 mem at a time the UI lags and additionally, I experience the similar issue when I try to bulk edit the tickets.

What problems is the product solving and how is that benefiting you?

It helps to track all tickets in one place and even refer to past ones if a similar issue has occurred

What do you like best about the product?

The mobile app is very useful as I can approve request from anywhere and role based access is exactly as we needed

What do you dislike about the product?

The reporting dashboards feels basic and the documentation needs improvement

What problems is the product solving and how is that benefiting you?

It mainly solves our problem of remote approvals through mobile application

What do you like best about the product?

We have used Freshservice for ticketing purposes and could see instant improvement in work efficiency. The self-service portal was the best thing for us we could all see out tickets and all.

What do you dislike about the product?

The Custom reports do need a workaround we had to download them in an excel and work on them on personal system as the customization is not up to the mark in the freshservice

What problems is the product solving and how is that benefiting you?

It helps us keep all our tickets and issues in a single place, and the role-based access has been very helpful for showing the right person exactly what we need.

What do you like best about the product?

Freshservice was very effective it ticketing, knowledge management tool. The workflows are advanced and very easy to get started.

What do you dislike about the product?

The product information, videos and knowledge base is very hard to find and there are some glitches in the tool for specific regions

What problems is the product solving and how is that benefiting you?

Freshservice helps us streamline IT service management by making ticketing, workflow automation, and knowledge management more efficient. It provides advanced workflows that are easy to configure and get started with, which improves productivity and reduces manual effort. However, finding product information, videos, and knowledge-base content can sometimes be difficult, and we have experienced a few glitches in certain regions. Overall, it helps us manage and resolve IT requests more effectively.

What do you like best about the product?

We used Freshservice wide range of features that help manage multiple IT operations in one place efficiently. With capabilities across ticketing and IT workflows, it definitely delivers strong value for money.

What do you dislike about the product?

The interface can feel a bit confusing initially, and navigating between different sections can be difficult until users gain enough hands-on experience and become familiar with the platform.

What problems is the product solving and how is that benefiting you?

To check internal IT options and raise IT requests

What do you like best about the product?

Great IT service management tool that integrates well with our custom tools. Easy to use interface, clutter free. Quick responses. Low cost and has simple support for the product. Integrates AI well.

What do you dislike about the product?

The Ui can be enhanced a little to make it use the rea estate and offer richer features to users.

What problems is the product solving and how is that benefiting you?

It is helping us raise IT service tickets, requests and tracking and solutioning

What do you like best about the product?

I like being able to create workflows that help manage ticket flow and keep things moving smoothly. It balances out the software does what we need to get our tasks completed.

What do you dislike about the product?

If you have some custom in-house functions, implementing them can be a bit difficult.

What problems is the product solving and how is that benefiting you?

The workflow automation keeps us from having to manually touch every ticket.

What do you like best about the product?

It is very useful and provides a great overview.

What do you dislike about the product?

Everything is very good. There isn’t much that isn’t good.

What problems is the product solving and how is that benefiting you?

It helps our company collect all ICT issues in a clear, organized way, making it easier to address and solve each problem one by one.

What do you like best about the product?

We have had a consistently reliable uptime experience, and the product is easy to use. Pricing feels reasonable, and it runs with low overhead, which makes it straightforward to maintain.

What do you dislike about the product?

There’s a lack of customer support and essentially no account representatives. They also have poor change control, and platform upgrades have broken services for long periods of time.

What problems is the product solving and how is that benefiting you?

Ticket and service management with repetitive workflows, plus customer self-service.