A great Ticketing System that provides much more!
What do you like best about the product?
I like that it offers more than just ticketing. We are currently using it to track projects, changes, on/offboarding, and more. It is very easy to use and easy to learn for first time ticketing system users. We have only been using it less than a year but we have been able to learn to use it very quickly and the staff at Freshservice are very helpful! The analytics tracking it provides has also alloweed us to improve our departments performance goals.
What do you dislike about the product?
I do not dislike anything about the product so far.
What problems is the product solving and how is that benefiting you?
Freshservice has provided ticket tracking, resolution tracking and also analytics tracking for our helpdesk. We are now able to prove the amount of incidents we are getting on a daily basis.
An everchanging but simple service
What do you like best about the product?
I have found that the workflow automations have made implementing changes alongside the Sandbox environment has been greatly beneficial in managing our customers. I use these all of the time as our business develops. When there are issues I have found that support has been quick to assist me in my issues. The platform is very simple to use for users even from a non technical standpoint.
What do you dislike about the product?
We do have issues with integrations at points and have found that integrations created with Partners can be fragile.
I wish that the Home page designer was also more developed with more options for personalisation.
What problems is the product solving and how is that benefiting you?
Freshservice is helping us manage our customers and engage with them in timely and effective manners.
Ease of use does come in a package!
What do you like best about the product?
The ease of letting users submit a ticket is so easy that people do not find it hard to follow procedures. Integration is available to certain apps are available, though it might take time to integrate them.
What do you dislike about the product?
Setting up could take some time. But the customer support is helpful enough to guide with set up questions.
What problems is the product solving and how is that benefiting you?
People needing to login to a helpdesk before, now only has to email us and it us so much easier knowing that in each organisation, there are so many platform in place.
Great tool for B2E companies
What do you like best about the product?
- workflow automator
- business rules for forms
- service request catalogue
- porta customization
What do you dislike about the product?
- customer chat support team
- analytics
What problems is the product solving and how is that benefiting you?
Freshservice helps create a great environment for big B2E companies. Its automation functionality is vast and can easily imitate AI.
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 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
