External reviews
External reviews are not included in the AWS star rating for the product.
Fresh Service Support
What do you like best about the product?
I LOVE that these guys are always so kind, quick, and respectful when they help me with my ticket submitals. What an amazing group of people!
What do you dislike about the product?
To be honest, I really can't say anything here. I have had nothing but excellent service from this team and I always look forward to my interaction(s) with them.
What problems is the product solving and how is that benefiting you?
We solve issues on daily basis by using the Freshservice platform! The benefit from this software is vast! I absolutely love using this software and its
- Leave a Comment |
- Mark review as helpful
Freshservice review
What do you like best about the product?
I like responsiveness of the staff and helpfulness of the tehnicians regarding interest in purchasing their software. Prices are also comeptitive and most likely out of 3 other our company will be purchasing their software (still in competition with one other and tied for the "best" in the segment of "IT ticketing solution")
What do you dislike about the product?
time unavailable / offline probabilty is not 0%
What problems is the product solving and how is that benefiting you?
IT ticketing - reporting issues from various platforems / OSes
Review Kevin Groben
What do you like best about the product?
I like it that tickets, assets and customers can be added and edited very easy and fast. The Self service portal is very intuitive too.
What do you dislike about the product?
I don't like that i can not login anymore as an agent into our helpdesk in our helpdesk webpage and I always have to use the agent portal. The second point is the Dashboard in Freshservice, wihich is almost useless at the Moment (I can only see recent activities from our agents)
What problems is the product solving and how is that benefiting you?
We are using Freshservice as a ticket and asset management for our customers.
Complete, easy to use and easy to set up
What do you like best about the product?
For us, the best is the ability to add, change and remove very easily dispatch' rules and automatic rules.
What do you dislike about the product?
the assets management could be better especially in term of relationships between assets.
What problems is the product solving and how is that benefiting you?
Our IT service was growing up, due to this growth, we had to separate the service in teams having diffrents skills and abilities. Due to this organization, we needed a tools to dispactch tickets between agent. That was our first need. We also needed a solutions catalog in order to avoid tickets that requesters could solve themself. Finally, because of the growth of our service, we needed to centralized knowledgde and configuration about our assets
Recommendations to others considering the product:
If you're a medium size company that want to implement easily and quickly an ITSM tools that is also complete and design. Freshservice ITSM is the one !
Freshservice was the IT Service Desk solution we didn't know we needed.
What do you like best about the product?
Freshservice moved us into this century with our Help Desk ticketing system. Not only did it move us past our old, broken way of doing things, it provided us with features and solutions that we didn't even know we needed. It has increased our efficiency way beyond what we anticipated. It makes issues and their solutions so much easier to find, and pass on to the client seamlessly.
What do you dislike about the product?
Occasionally the disconnect that happens from the client when assigning the ticket to an agent/technician creates confusion as the client replies to us, but it goes to the technician...or the technician replies to us (as they get it in an email, but in fact we don't receive it back in an obvious way since we are no longer assigned the ticket and Freshervice just puts it as part of the conversation in the existing ticket that we no longer see unless we go looking for it or 'watch' it. It's a minor issue.
What problems is the product solving and how is that benefiting you?
Our technicians communication with the client has increased in clarity and expediency by a large magnitude. Our ability to track and fix issues has also increased exponentially. The easy Solutions area makes communicating a much speedier proposition, and time is saved to move on to new issues or tasks. It has organized our process to an amazing degree.
Recommendations to others considering the product:
Try it. You'll like it. Like any new software, there is a learning curve, but it's very small compared to other, similar software. Well worth the investment. It has been a game-changer for us.
very user friendly, while keeping all the necessary requirements for professional needs
What do you like best about the product?
Ticket response and categorization is very good, easy to see SLA's and to work to due dates.
What do you dislike about the product?
Not a lot, if i'm honest. sometimes changing the status doesn't work straight away, it saves but then refreshes and reverts back, but this happens very little.
What problems is the product solving and how is that benefiting you?
Freshservice has majorly helped my IT dept. I can easily see what tasks are coming up and it has a decnet historical view for repoting
Recommendations to others considering the product:
Definitely give it a go, resonablr priced
FreshService at a hypergrowth company
What do you like best about the product?
We're growing so quickly and onboarding so many new Sales Professionals every month that having direct contact with our IT team is important, as things will and do go wrong from time to time. Having direct access to our team and the tools/updates that help me in my day-to-day enable me to be as productive as possible.
What do you dislike about the product?
There is a learning curve to understand what we're capable of doing within FreshService, and the desktop application version of the app frequently has connectivity issues (although logging on through the web portal always seems to be easy for me).
What problems is the product solving and how is that benefiting you?
The problem is that without it we're left "blind" when we're having IT/Security issues - FreshService allows us to reach the proper parties and communication channels without me ever having to know if I'm reaching out to the right person or not, it handles that for me. I'm more productive because of it.
Streamlined ticketing with easily managed visibility and tracking
What do you like best about the product?
Customization is VERY intuitive. Dashboard is very telling as well
What do you dislike about the product?
Search function is clunky. Often have a hard time finding tickets based off of key words.
What problems is the product solving and how is that benefiting you?
Remote IT support for a shipping terminal.
Also, asset management.
Also, asset management.
Freshservice provides some good tooling for ouhr IT Service Management organisation
What do you like best about the product?
The fact that i can change all of the code. so i can persionalize the front-end portal like i want
What do you dislike about the product?
I want some more demo video's. and i would like to get some concepts on how other company's have Freshservice intergrated
What problems is the product solving and how is that benefiting you?
Freshservices is ouhr tooling for the IT Service Management (ITSM) organisation
Great Service
What do you like best about the product?
Has all the pieces we need, tickets, asset tracking, service requests -- evaluated many products and arrived at Freshservice as the winner. Have contact support once to ask a question so far and they responded very quickly
What do you dislike about the product?
Pricing for managed assets is a little on the high side
What problems is the product solving and how is that benefiting you?
Internal IT Helpdesk
showing 801 - 810