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My Freshservice Review
What do you like best about the product?
I like the simplicity of submitting tickets
What do you dislike about the product?
I haven't had much luck with the asset management part of freshservice
What problems is the product solving and how is that benefiting you?
A simpler ticketing system with more flexibility than our old one.
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Freshservice is a flexible, robust, and easy-to-use trouble ticket system.
What do you like best about the product?
User experience is great! I need to be able to enter tickets with meaningful information quickly. I can automatically authenticate through Active Directory, immediately create a new ticket, enter data with suggestions, and tab through the fields. I like the automated monthly reports I setup.
What do you dislike about the product?
1) In our system, the customer's "Department Number" is not automatically populated until after I create a ticket and then refresh the page. This makes if difficult to open and close a ticket at the same time, which is something I do.
2) I have to enter an Incident to get a free-form form to complete, even though most tickets I enter are Service Requests. I then need to change this. I would like to be able to enter Service requests in the free-form form.
2) I have to enter an Incident to get a free-form form to complete, even though most tickets I enter are Service Requests. I then need to change this. I would like to be able to enter Service requests in the free-form form.
What problems is the product solving and how is that benefiting you?
1) I am accounting for my time to be able to see where it is being used, so I can better understand my workload and how I might re-assign simpler tasks to others.
Recommendations to others considering the product:
Consider it!
I like it
What do you like best about the product?
Managing tickets is very easy, there is a lot I can do with the API
What do you dislike about the product?
1. Software Inventory makes no sense. Why do I have to create software assets for everything? The scanner should create them. Should work more like Spiceworks.
2. API documentation is lackluster. Should provide more details on everything you can do, I've had to figure too much out on my own (managing tasks for example).
3. Too many defaults that I can't delete. Hardware Inventory has a bunch of categories I'll never use.
4. Give us a way to make more complex Dispatcher rules. Alert on syntax issues in webhooks.
5. Let me decide what is mandatory on hardware inventory fields.
2. API documentation is lackluster. Should provide more details on everything you can do, I've had to figure too much out on my own (managing tasks for example).
3. Too many defaults that I can't delete. Hardware Inventory has a bunch of categories I'll never use.
4. Give us a way to make more complex Dispatcher rules. Alert on syntax issues in webhooks.
5. Let me decide what is mandatory on hardware inventory fields.
What problems is the product solving and how is that benefiting you?
Workflow management, release management, support management, hardware inventory management
Freshservice Does the Job
What do you like best about the product?
Nearly continuous stream of *useful* updates. GUI is well laid out and intuitive. Helpdesk/Knowledge Base is fantastic. We also use asset probes to ensure all hardware assets are tracked and software assets can be traced from there accurately and without user intervention. The highlight is the customizable Portal for end users to access information such as Tips, Configuration standards and to check the status of their own tickets. Even if users only want to use email to contact the help desk this is not an issue.
What do you dislike about the product?
Not too much to dislike. Workflow automation is being updated and was the weakest point when we implemented a year ago. Would like to have more 3rd party apps integrated, such as Connectwise, but that is all being worked on.
What problems is the product solving and how is that benefiting you?
Single point of information flow for both Admins and users. Time savings have been considerable for time invested. Information retention and organization is a challenge for most organizations, Freshservice allows us to retain and track information seamlessly and it is all searchable. All of it!
Recommendations to others considering the product:
With any software make sure it fits your business needs. It is flexible enough to meet most, if not all requirements, for an internal help desk, HR, etc... just take the time to do it right when implementing. Freshservice offers a lot of integration assistance without extra charges, you just need to take advantage of the very good service levels that are offered. If you invest very little time into the product, you will not get a lot out of it.
Customizable and user friendly
What do you like best about the product?
Just about any workflow can be tailored with custom statuses. Administrators can automate many simple and even complex help desk tasks and tie into other online services through web hooks and APIs. Integrations with other products we use such as Google Hangouts, so we can communicate directly with the ticket requester.
What do you dislike about the product?
The inability to use a separate email for notifications to users instead of a single email that also opens tickets. Merging tickets is not the easiest process out there. Tasks from Projects and Tickets are not very visible. Projects are too broad, and require a lot of work just to get the project tailored properly.
What problems is the product solving and how is that benefiting you?
We were looking for an open, accessible way to maintain visibility and tracking of projects, service requests, and trouble tickets. This platform has met those needs perfectly. We're also able to keep track of our equipment through the inventory management portion of the software. It allows us to keep track of where assets are, which user is in possession of what assets, and keep track of the major software installed on each asset. It has helped us visualize which computers need upgrade or replacement due to out of date operating systems.
Recommendations to others considering the product:
You can automate so many different things. For example, we have an automation set up to send a web hook to another software to notify our on-call rotation when specific levels of tickets are raised. It makes on-call so much more simple.
Everything i asked for in a helpdesk and more.
What do you like best about the product?
It was easy to set up and integrate with our SSO and has been awesome as a helpdesk.Automation as made it easy to get the tickets to the needed people who can resolve issues without having it sit at people who cant help. We replaces Zendesk with this tool and i will not go back. The integrations with slack have been super useful and most of our interaction from my end users have been through email.
What do you dislike about the product?
Some reports are not idea, and would also like the output to CSV so i don't have to parse a PDF for metrics.
What problems is the product solving and how is that benefiting you?
I have streamlined my onboarding, and Overall helpdesk experience. The Slack integration has been a ton of help.
Recommendations to others considering the product:
use the integrations to the fullest.
Pleasurable experience for both end users and admins
What do you like best about the product?
I like the ability to check stats on how our admins are doing with their tickets.
What do you dislike about the product?
I don’t like that the project management piece only allows admins access to it and that there is no reporting features on it.
What problems is the product solving and how is that benefiting you?
We are solving mostly IT and Facilites Matience issues with Freshservice. We have realized that we could use this for user acquisition and revocation. Plus the project management piece is a great tool.
Best software for IT
What do you like best about the product?
Report generator, user management, asset management and inventory of IT Assets.
What do you dislike about the product?
Nothing in this software.
What problems is the product solving and how is that benefiting you?
Freshservice make easy for IT
Fresh is Best
What do you like best about the product?
I like the ease and how quickly information can be access across multiple interfaces
What do you dislike about the product?
some features do not work the same across interfaces - desktop - IOS - android etc
What problems is the product solving and how is that benefiting you?
Time management
problem/incident management
self service
problem/incident management
self service
Recommendations to others considering the product:
do it!
Great Job
What do you like best about the product?
It simple to use booth for employee and IT specialist. It's flexible and it allows to show to the IT the entire mount of issue and work on for build strategy asset based on the statistic provided by Fresh service portal
What do you dislike about the product?
Nothing special. Once you learn how to use (and it's quite simple) there is no particular point of dislike
What problems is the product solving and how is that benefiting you?
All IT case are mapped on Freshservice. We had the opportunity to make some stats based on the case opened and find out some solution to improve our system.
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