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good IT ticketing tool
What do you like best about the product?
I am working with many IT ticketing tool but this is just amazing
What do you dislike about the product?
Reporting part need to improve
What problems is the product solving and how is that benefiting you?
easy to use and user-friendly
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Grood
What do you like best about the product?
Setting characteristics for people to follow
What do you dislike about the product?
It would be good if you could mark or blacklist some email addresses
What problems is the product solving and how is that benefiting you?
Setting a process for people to contact IT
Finally! A solution that keeps everyone happy :-)
What do you like best about the product?
The ability to merge multiple support tickets is a godsend. We often have multiple tickets lodged by our users for the same issue; being able to merge them together really helps to streamline the resolution process.
What do you dislike about the product?
It's a small thing, but we support multiple disparate OpCos within our organization - being able to denote these as companies (as opposed to departments as it is currently) would be helpful.
What problems is the product solving and how is that benefiting you?
Providing much needed accountability and tracking options for incidents is of vital importance as our organisation grows, and Freshservice provides just that.
Recommendations to others considering the product:
Give it a try! There's a lot of depth here to tailor the solution to your requirements.
IT support tech
What do you like best about the product?
I love that Freshservice allows me to keep my day productive letting me know what problems are out there and listing the inportance of each. I also like the asset program allowing me to keep track of computers and technology in the field and when it was placed.The assets tracker gives me a very good indication of what is about to need upgrades based on time and operating system installed. Also give my employer a rough Idea where the biggest amount of help is needed for billing purposes and let the IT team no where to focus the most attention. I like the break down of technology items and the state they are in letting me know what has been retired so I know to keep an eye on other systems of the same kind.
What do you dislike about the product?
As of this moment I have no dislikes of the product. If I could make a suggestion I notice that the phone app no has a close section for tickets but not a resolved button available would love to see that again.
What problems is the product solving and how is that benefiting you?
We have organised a very small team of IT people to take care of hundreds of users over a large geographic area. We are using this system to keep track of replacement needs on a set basis so we have far fewer failures of systems.
Recommendations to others considering the product:
Just do it the program is straight forward and simple to use making your teams more efficient. Also traacking of all of your technology install dates and warranty so you know when to replace items of age.
FreshService support is terrible, feature requests are left unanswered for years
What do you like best about the product?
The functionality of the software that exists is fairly user friendly and uptime has been very good.
What do you dislike about the product?
I have had a ticket open for 6 months with no progress and all I have been getting is a run around. The API is broken and I keep being told that my request is a 'feature request'. I want it to work; working is not a feature request.
I have also been asking about a particular feature -- project time tracking and reporting for more than 3 years and there has been no progress, no roadmap and no communication from support.
I have also been asking about a particular feature -- project time tracking and reporting for more than 3 years and there has been no progress, no roadmap and no communication from support.
What problems is the product solving and how is that benefiting you?
FreshService acts as our ticketing system as well as other ITIL functionalities.
Recommendations to others considering the product:
You will not find a more user-friendly and feature rich product.
Tailored for my business
What do you like best about the product?
Fresh Service has integrated everything I need for a Ticketing/Project Management/Contract Management/ Inventory/ Self Help System.
What do you dislike about the product?
Some of the best features are not included in the lower price points, however Fresh Service was able to work with me to get the features I needed most at a price that made sense.
What problems is the product solving and how is that benefiting you?
Fresh Service allows me to sync my ticketing system with Quickbooks online, effectively reducing the amount of time I need to spend on billing.
Recommendations to others considering the product:
Take a trial and have them walk you through the product. It may be exactly what you need. I like it way better than ZenDesk and OTRS. Other products are way too cumbersome. We tried Fresh Desk first before deciding that Fresh Service is the way to go.
A very nice improvement to your IT needs
What do you like best about the product?
There's alot of things to like about FreshService, the capacity for customization that the toll gives you is the most important I belive and every time you continue playing with the took you find more and more ways to improve your It procecess.
What do you dislike about the product?
There's not much to dislike, maybe that is only a SaaS service and if your internet is down you can't work.
What problems is the product solving and how is that benefiting you?
We are solving everything related to ITSM and HR request such as new hire & employee retirement, from the adminstration department some other key request such as field to be created within a form and some other more.
Recommendations to others considering the product:
If you are thinking about going with this product, please do, they have an amazing roadmap of new features that are going to help you automate your IT procecess.
Freshservice Helpdesk & Asset Review
What do you like best about the product?
The GUI mixed with the functionality. It has everything you need to be a successful and efficient IT team with canned responses, departments, project integration and the fantastic asset management tool.
What do you dislike about the product?
There is nothing I dislike, everything I wanted in a helpdesk and service function is found with Freshservice
What problems is the product solving and how is that benefiting you?
We can now track projects we have such as SIP and MFP integration along with keeping licenses and assets trackable
Recommendations to others considering the product:
Office 365 Outlook implementation
A thoughtful, complete, affordable and ergonomic solution
What do you like best about the product?
Helpdesk / support solutions are, in general, fairly complex and not very ergonomic tools.
Freshservices is very complete, but nevertheless very pleasant to use.
I highly recommend it, also for small businesses looking for this kind of solutions.
Freshservices is very complete, but nevertheless very pleasant to use.
I highly recommend it, also for small businesses looking for this kind of solutions.
What do you dislike about the product?
The solution exists in French, but the help (manual) is only in English. It would be interesting to translate it
What problems is the product solving and how is that benefiting you?
1st and 2nd level support, service request, standardization of support requests
FreshService is the only tool that provides all the features we needed
What do you like best about the product?
We like that FreshService is all in one solution
What do you dislike about the product?
That contracts have to be inserted manually one by one
What problems is the product solving and how is that benefiting you?
Help Desk, Asset MGMT, Contracts MGMT, Project MGMT.
Recommendations to others considering the product:
the ability to manage licenses and budget for SAAS application like G-Suite, SalesForce. etc.
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