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A Fresh Way to look at Service Desks
What do you like best about the product?
The Asset Tracking actually works unlike my last Help Desk Software
What do you dislike about the product?
Nothing yet...I'm fairly new to the service
What problems is the product solving and how is that benefiting you?
We're just rolling it out but I hope to have more of my users actually using the help desk as there are more ways to connect with it (Online version)
Recommendations to others considering the product:
For me other than the software itself, support is #1 and FreshService support so far is outstanding.
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Freshservice - Good admin & user experience
What do you like best about the product?
It is a really ease to use IT tool for Service Desk operations. Initial configuration was easy, it just took me a weekend. Support articles are clear and helpful.
What do you dislike about the product?
No reports available for end users, it is only limited to basic list of tickets. Our clients need reports for SLA compliance.
What problems is the product solving and how is that benefiting you?
- Service Desk support operations are completely managed with Freshservice.
- Quick configuration of new clients (companies)
- Tracking of SLA for each client (company)
- Automatic notifications for Agents.
- Multi-device is great using the smartphone App.
- Quick configuration of new clients (companies)
- Tracking of SLA for each client (company)
- Automatic notifications for Agents.
- Multi-device is great using the smartphone App.
Excellent Customer Support
What do you like best about the product?
Customer support was good, effectively got the job done. Asked relevant questions. Knew the product.
What do you dislike about the product?
There wasn't anything that I disliked about my experience.
What problems is the product solving and how is that benefiting you?
We use it as a ticketing service.
Freshservice
What do you like best about the product?
We are enjoying the ability to function in MSP mode, which allows us to service multiple client portals.
What do you dislike about the product?
Not much. Sometimes the Support how-to articles are out of date.
What problems is the product solving and how is that benefiting you?
Managing the wealth of correspondence and incidents with clients.
Password Reset
What do you like best about the product?
Quick and effective response, it was very nice compared to others
What do you dislike about the product?
Not very much I can think of fits the dislike catagory
What problems is the product solving and how is that benefiting you?
My password was not working, I was able to get it reset via another method.
FreshService
What do you like best about the product?
Simple but effective ticket tracking, with the ability to get day passes for myself and others that don't login everyday
What do you dislike about the product?
Integration from Kaseya RMM would be nice
What problems is the product solving and how is that benefiting you?
Tracking of problems and resolutions, this is needed from a change control.
A Fresh idea of how HelpDesk should be
What do you like best about the product?
I like the ability to create custom fields and be able to search by them. I used the canned responses everyday because I have them set to pull information in. It works great.
What do you dislike about the product?
Don't think these is alot that I dislike. The would be just some features that I would like to see. I have emailed them in for review.
What problems is the product solving and how is that benefiting you?
To be able to organize and have proper documentation is a benefit to our business
Recommendations to others considering the product:
I would say to try it and you will want to keep it.
Excellent Service
What do you like best about the product?
The software is very easy to use and allows a quick turn around on customer issues.
What do you dislike about the product?
Nothing. Everything is very stable and enjoyable
What problems is the product solving and how is that benefiting you?
Everything, from computer issues, to login credentials for guests.
Wished I had discovered them sooner...
What do you like best about the product?
FreshService has all of the features I've been looking for in an ITSM while still keeping the admin console simple and intuitive.
What do you dislike about the product?
I would like to see a more robust CMDB solution and with a good visual display of relationships.. With that said, most ITSMs aren't doing this either but is essential for planning and visualizing impact during a planned or unplanned outage.
What problems is the product solving and how is that benefiting you?
We're still building out our service model but we have all the tools we need to automate self-service for common issues.
Recommendations to others considering the product:
One of the things I most appreciate about FreshService is the ability to completely re-brand the ITSM. To our users, it appears like an in house service but with an Enterprise level experience. The mobile app is outstanding. The admin console is intuitive.. I truly wished I had wondered across FreshService much earlier.
Good
What do you like best about the product?
The interface is very smooth and easy to use.
What do you dislike about the product?
the requester's are account based . Sometimes the users account get deleted and tickets go to spam
What problems is the product solving and how is that benefiting you?
IT
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