Can upload the catalog easily and useful for ticketing
What is our primary use case?
You can connect the system to an IDR when you receive a call. That was an easy use case to implement. Also, you can use a ticketing system for internal tech support issues within the company. It was oriented toward both the end customer and the internal customer.
It improved the organization's workflow by making managing all the information and tickets in a single system much easier.
What is most valuable?
One of the things I liked about Freshservice was how easy it was to implement. While it doesn't have extensive customization capabilities, the available options are sufficient for certain sizes of companies. You don't need to customize your ticketing system much. Freshservice is a great solution because you can implement it very quickly. You can upload your catalog, and you're done in maybe a week or two.
What needs improvement?
I think it would be great if the tool had another version that is more customizable. From what I remember, there were some limitations regarding the number of assets you could track. In a more robust version, the number of assets increases, but I think it would be better to have something more customizable for all versions, especially the most robust version. This would be great for larger customers.
What do I think about the stability of the solution?
I rate Freshservice's stability as ten out of ten.
What do I think about the scalability of the solution?
I rate the solution's scalability a seven out of ten.
How are customer service and support?
I have contacted technical support. It wasn't very easy. Even as a retailer partner, sometimes it was difficult to get someone from tech support to address an issue, especially if it involved changing labels or fields. Getting support for these kinds of issues was challenging.
How would you rate customer service and support?
How was the initial setup?
The tool's deployment is easy. I rate it a ten out of ten.
What about the implementation team?
A customer can do it themselves.
What was our ROI?
In the Latin American market, companies may not generate the same revenue as American companies of similar size. Therefore, while the return on investment could be good for an American company, it might not be as significant for a Latin American company.
What's my experience with pricing, setup cost, and licensing?
I don't think it's expensive for the US or some European markets. Still, when I used Freshservice in Mexico, some customers found it a bit pricey, especially considering the platform's features. I think the pricing is fair for use in the European market, but it might be perceived differently in Latin America.
What other advice do I have?
I rate the overall product an eight out of ten.
very good customer service and instant problem solving
What do you like best about the product?
very helpful and always resolved the problem on time
What do you dislike about the product?
now we have to go through email only.Before we could have contacted them via phone too
What problems is the product solving and how is that benefiting you?
managing user request /automation in workflow etc.
Great portal for Helpdesk support
What do you like best about the product?
Nice and easy to use, very user ferindly interface
What do you dislike about the product?
Notification are not accurate/timely whether its web portl or mobile app
What problems is the product solving and how is that benefiting you?
In my organization, all the queries from end users are related to technology and infrastructure.
Taking the pain out of managing, tracking and reporting on incidents and requests for service.
What do you like best about the product?
Very easy to set up, very easy to customize. Works without fail, and delivers value to the business.
What do you dislike about the product?
The limited customization of the Support Portal (would love to be able to incorporate the company colours / themes on the Support Portal).
What problems is the product solving and how is that benefiting you?
Keeping track of support incidents and requests logged by users (what needs to be done and by when). And being able to report on the business units / enitities in terms of number of incidents and requests logged.
Good service and nice product - Better then emails
What do you like best about the product?
The best thing about Freshdesk is its all-in-one solution for streamlined customer support. With intuitive interfaces, powerful automation, extensive integrations, and top-notch customer service, it offers everything businesses need to deliver exceptional support experiences efficiently.
What do you dislike about the product?
The mobile app need to have the ability to seach PO's and mark of items and recived.
What problems is the product solving and how is that benefiting you?
Emails and a shared workspace for a support team
A great platform for ITSM
What do you like best about the product?
The possibility of associating assets, incidents, problems, changes and managing it all.
Now with workspaces, more company departments are working with service desks.
There is a learning curve to understand freshservice, but it is very easy to use and we use it daily in our work routines. The possibility of carrying out API actions internally and externally is very versatile. Support always responds very quickly.
What do you dislike about the product?
Some parts of the software take longer to update, causing some problems when configuring the software.
For example, there is the possibility of creating custom objects, but it is not possible to use them in all forms.
What problems is the product solving and how is that benefiting you?
With freshservice we can manage IT incidents and the project team can manage demands efficiently. The actuarial and HR departments also use service management
Innovation with a fare cost
What do you like best about the product?
Martket places includes apps with so many developments that you'll probably need, and many of them are for free
What do you dislike about the product?
Introduce a easy way to move to production environments new characteristics
What problems is the product solving and how is that benefiting you?
To measure my IT services to improve them
Great Product
What do you like best about the product?
Integrations with Azure/On-Prem Active Directory and workflow automations.
What do you dislike about the product?
Ticket properties menu seems a bit clunky, too much going on. I know this can get tricky as more and more features become avilable.
What problems is the product solving and how is that benefiting you?
FS helps me manage incoming service requests (Level 2 and 3) as well as track contracts.
Freshservice Review
What do you like best about the product?
I like the email to ticket option, Great Dashboard, I appreciate the asset management tool.
What do you dislike about the product?
I don't like that replies cause the ticket to reopen.
What problems is the product solving and how is that benefiting you?
Emails converting to tickets and the asset management tool.
VP of Service Delivery
What do you like best about the product?
It has given us the ability to better deliver services to our clients. We outsourced for a period of time and had very limited controls over the experience.
What do you dislike about the product?
We are using it in a different capacity than most. We support approximately 8 tenants from a single pane of glass. That was an immense challenge. However, there are enough tools and features built into the platform, that we now deliver a robust service. In turn, we have access to endless KPI's.
What problems is the product solving and how is that benefiting you?
Customer service. Speed to resolution. Metrics.
