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It is a great tool that fulfills a large part of the service management processes at a super accessi
What do you like best about the product?
Easy to set up, Excellent dispatch and automatic monitoring, pre and after sales support is great and not to mention the documentation and support available for self-learning. Super dynamic and in constant update and improvements and the New Analytics module is awesome. It has a number of native integrations that can support to complement what is not covered in the daily operation of the process that is required to manage.
What do you dislike about the product?
They need to improve a bit the impression of the reports for each ticket, but how it can be handled considering its low cost.
What problems is the product solving and how is that benefiting you?
Freshservice can allow you to manage the incidents and service requirements not only in the IT area but it can be applicable to several areas of the organization, such as logistics, maintenance, operations, some aspects of human and financial resources.
Recommendations to others considering the product:
Freshservice is designed by plans that can go according to the need of anyone who wants to implement it. I recommend that you try the trials well so that they can define what is the best plan for you and meet your expectations.
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Perfect Solution
What do you like best about the product?
cant find anything i dislike at the minute, it is very simple to use and even easier to get set up
What do you dislike about the product?
as it is very new there a couple features like analytics that still need a bit of work.
What problems is the product solving and how is that benefiting you?
We revolutionized our ITSM by giving user a self service portal and knowledge base.
easy use
What do you like best about the product?
system availability, always available
simple of the page for faster consultations
simple of the page for faster consultations
What do you dislike about the product?
dynamic views for online supervision of tickets
What problems is the product solving and how is that benefiting you?
ticket documentation
Recommendations to others considering the product:
filters in reports
dynamic graphics
dynamic graphics
Web, Easy to use, but cloud be more "Integrationbly"
What do you like best about the product?
Easy to use
Easy to manage (admin)
ITIL
Web (Not on-prem software)
Have Android/iPhone APP
Easy to manage (admin)
ITIL
Web (Not on-prem software)
Have Android/iPhone APP
What do you dislike about the product?
1) We need an CMDB highly integrated with AWS, Azure and GCP and easily to read, manage. Today, AWS integration exists but all the information about IaaS resources are difficult to read it and manage because doesn't integrated with company and contacts data.
2) The customer satisfaction module cloud be more flexible. We need to send personalizated questions.
3) The reports must to be more usability
4) All the tables must be improve the usability
5) Some items could be connected between each other, two SR tickets can't be relationated, same with INC->SR or SR->INC. Sometimes We have different events conected and We don't have any way to connect them
6) Rules in dispatcher, supervisor, observer and scenario automations don't any way to make actions in time tracked or approvals
7) Don't exist a report to know all the approvals
8) The approvals don't see in tickets exports
9) The iPhone app need to be improved
10) Integration with Google drive easily to add files into the tickets
2) The customer satisfaction module cloud be more flexible. We need to send personalizated questions.
3) The reports must to be more usability
4) All the tables must be improve the usability
5) Some items could be connected between each other, two SR tickets can't be relationated, same with INC->SR or SR->INC. Sometimes We have different events conected and We don't have any way to connect them
6) Rules in dispatcher, supervisor, observer and scenario automations don't any way to make actions in time tracked or approvals
7) Don't exist a report to know all the approvals
8) The approvals don't see in tickets exports
9) The iPhone app need to be improved
10) Integration with Google drive easily to add files into the tickets
What problems is the product solving and how is that benefiting you?
We have a Cloud Support Team and FS is our essential tool
This tool facilitates our work and makes better our day
Using this We get more time
This tool facilitates our work and makes better our day
Using this We get more time
Recommendations to others considering the product:
I don't know the costs of this service, because I am an admin user, but FS is easy to use and it's a Cloud Service!!!
FreshService Experience
What do you like best about the product?
Ease of use, user friendliness, reports, export feature, bulk actions, merging, asset management
What do you dislike about the product?
Slowness at times, sites crashing at times, location changing unavailability in ticket screen
What problems is the product solving and how is that benefiting you?
Problem Management, MIS Reports,
Recommendations to others considering the product:
It is absolutely a brilliant product. Value for Money
Great! All IT admin must have item
What do you like best about the product?
Simple, easy and powerful. No matter what other solution you are considering. Freshservice should on your top list.
What do you dislike about the product?
Some advance function are way too expensive. Luckily, for those affordable plans already fulfill my company's need.
What problems is the product solving and how is that benefiting you?
Hardware inventory and ticket management always pain, but have Freshservice, all troubles gone.
Recommendations to others considering the product:
Fast, easy and affordable. Best tool for IT admins.
Great product - not that intuitive and slow support
What do you like best about the product?
I love the product - the ability to copy people in, send images, all the options for a great UX
What do you dislike about the product?
The support responses are slower than I would like - its not that intuitive to use, creating customers portals, I get nervous about giving the wrong customer access to the wrong portal - there isnt an easy way for us to see the UX
What problems is the product solving and how is that benefiting you?
we are trying to move away from using email to manage queries - this will drastically improve productivity
Recommendations to others considering the product:
It would be great to have implementation specialists - if you can find someone with experience in the product to help you with the initial set up - it will really save you time
Customer Experience After 2 Months
What do you like best about the product?
Service is something that Fresh service really focuses on. The pre-sales team are excellent with my countless 'stupid' questions they made us feel comfortable that we were configuring the system correctly. After the system was implemented we then moved from the presales team to general support. I have to say the service level did not drop off at all. I am receiving responses to my requests within minutes.
What do you dislike about the product?
The Dashboard needs to be more customisation and replaced with the Analytics tool that is currently in BETA. Would also be great if there was more customisation on the forms including being able to remove fields that Fresh Service doesn't allow.
What problems is the product solving and how is that benefiting you?
This product has been great for us, We are using it for our ICT, Administation and Maintenance team and we are seeing real value from implementing this software.
Recommendations to others considering the product:
Vendor will go out of there way to get the deal over the line. Fresh Service provide implementation free of charge. They also provided onsite training to our team as part of the package.
Excellent tool
What do you like best about the product?
It is a fantastic tool to follow up on the requirements of your clients. Besides the power to generate reports by agent allows to have a better control of the effectiveness of the solutions
What do you dislike about the product?
Nothing really bothers me, i t works good for my needs
What problems is the product solving and how is that benefiting you?
IT problems, it reduces response times and help me keep tracking of the solutions
Top Support
What do you like best about the product?
Fast, Responsive and knowledgeable support.
What do you dislike about the product?
Nothing at the moment that I can find during the time of evaluation.
What problems is the product solving and how is that benefiting you?
Ticketing/Service Desk function.
Recommendations to others considering the product:
Map out your needs, demo FreshService and then decide if it meets your needs.
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