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GREAT SUPPORT RESPONSE
What do you like best about the product?
They have an overall know how to support there system that can not be compared.
Love that support DOE NOT have automated responses and long wait times that plague other support services...
Love that support DOE NOT have automated responses and long wait times that plague other support services...
What do you dislike about the product?
Nothing at this time, we are satisfied with the product
What problems is the product solving and how is that benefiting you?
There are options for third party applications that will streamline our help desk.
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So far, my experience with Freshservice has been great.
What do you like best about the product?
I like the User Interface the best. It is clean, intuitive, and easy to use. After a few hours of using the UI I felt as if I had been using it for years.
What do you dislike about the product?
The dislike the asset agent due to the fact that it doesn’t pull the user information and requires you to run the probe for retrieve that information. I also dislike the probe not allowing for larger IP ranges to be used for scans.
What problems is the product solving and how is that benefiting you?
The system is still new to us and we have yet to put into production. We believe the product will help us in several areas, including incident management, asset (hardware and software) management, problem management, and change management.
Very well rounded tool
What do you like best about the product?
Analytics informations avaliable. Reports and such
What do you dislike about the product?
In the begging and notice some lags on the peformance
What problems is the product solving and how is that benefiting you?
Infrastructure management. Identify improvement oportunities on our work dynamic.
Great Help Desk Solution
What do you like best about the product?
I like the fact that Freshservice is constantly being updated. Whether it's the desktop or mobile version, it's always getting better.
What do you dislike about the product?
I can't think of anything. Freshservice is very well suited to our business model.
What problems is the product solving and how is that benefiting you?
For our organization, FS solved the Help Desk problem. As an added benefit, we are able to be consistent in our communication to internal stakeholders.
Very good ticketing platform.
What do you like best about the product?
It simply does its job. But the app is probably the best part, I don't use it a lot, but it is awesome. And the free part is really complete.
What do you dislike about the product?
It sends e-mails as me and not as my sector.
What problems is the product solving and how is that benefiting you?
Making documentantion possible. As a one man army is really difficult to keep track and prove what you're doing. Freshservice is almost like a secretary taking my notes.
Recommendations to others considering the product:
A free easy to use help desk system perfect for the one man army IT folks out there.
User Friendly IT Help desk Software
What do you like best about the product?
I have used many different help desk software platforms, and Freshservice definitely has a very easy and friendly user interface. Easy to onboard and get people working
What do you dislike about the product?
There are a few things I don't like with trying to schedule tickets and sharing tickets. Reports are very difficult
What problems is the product solving and how is that benefiting you?
organisation of tasks and issues within our IT department related to departments and users
Recommendations to others considering the product:
better scheduling, better reports, and better sharing of tickets
Intuitive, efficient and reliable
What do you like best about the product?
Very easy to get set up and running with. A clean and intuitive interface. A very streamlined approach to Change Management that has allowed us to be far more efficient and accountable.
What do you dislike about the product?
More customisation of the reports would be beneficial.
What problems is the product solving and how is that benefiting you?
Our change management process was ineffective and chaotic - Freshservice has provided a streamlined and fast approach that servers us well across multiple sites and groups.
The helpdesk analysis reports allow us to effectively monitor incident management, identify problems and manage a large geographically disparate IT operation.
The helpdesk analysis reports allow us to effectively monitor incident management, identify problems and manage a large geographically disparate IT operation.
Recommendations to others considering the product:
If you have a large team that spans IT support, engineers, analysts and developers then Freshservice is a fantastic product. Likewise, if you have a large customer base the multiple channels of communication is great to ensure everyone has the opportunity to interact with you.
Superb ITIL based platform
What do you like best about the product?
Simplicity for adopting, configuration supporting a phased deployment for users and support staff.
What do you dislike about the product?
A small learning curve during design/implementation but easily overcome by documentation and support from Freshworks.
What problems is the product solving and how is that benefiting you?
The need to establish an ITIL based approach to incident mangement, encouraging a team unused to formal processes to adopt a consistant approach.
Recommendations to others considering the product:
Great product at a fantastic price for a fast growing platform with new features on a regular basis.
Incidents
What do you like best about the product?
When team members create a ticket it is very handy to know that a automated response has been sent out. This allow us to manage the ticketing system effectively
What do you dislike about the product?
Sometimes too many emails are sent to those that raise the tickets
What problems is the product solving and how is that benefiting you?
Incident management along with service and solutions
Effective IT helpdesk managing tool
What do you like best about the product?
The asset management is very useful to keep track of warranty periods and much more
What do you dislike about the product?
Contracts management is not very flexible when it comes to renewing mid term
What problems is the product solving and how is that benefiting you?
All out IT request are managed through Freshservice. Great to keep track of request status, automating tasks for services, asset management and maintaining database of solutions
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