External reviews
External reviews are not included in the AWS star rating for the product.
Simplifies my work day!
What do you like best about the product?
Easy to use ticketing system and user interface.
What do you dislike about the product?
Initial setup of the email forwarding system, Can be a bit confusing and hard to understand.
What problems is the product solving and how is that benefiting you?
Incident management, Data analytics, Asset management
- Leave a Comment |
- Mark review as helpful
Solid Helpdesk System for small company
What do you like best about the product?
Quick customer service help, works out of box with limited setup needed
What do you dislike about the product?
surveymonkey app has been down for some time now.
What problems is the product solving and how is that benefiting you?
1. Helpdesk
2. Asset tracking
3. Solution Knowledge Base
2. Asset tracking
3. Solution Knowledge Base
Recommendations to others considering the product:
I selected Freshservice after reviewing 5 other options. The sales/support staff was very helpful with my setup and selection. The program is easy to setup and easy to use. The only issue that I have is that Survey Monkey App has been down for a few months now.
Our experience with Fresh Service, whether using it internally or receiving support is outstanding.
What do you like best about the product?
The flexibility and ease of configuration of Fresh Service allows us to react quickly to many situations. My end users find the product very intuitive, easy to use, and allows for an abundance of information to be stored for easy metrics reporting. The ability to integrate to Jira allows our support and development teams to work more closely together and resolve issues quicker. Support from Fresh Service is instantaneous and very accurate. I would recommend them for any type of business
What do you dislike about the product?
I can't find anything within Fresh Service that I dislike.
What problems is the product solving and how is that benefiting you?
The multiple channels that are provided to our customers via Fresh Service allows for clear and concise two way communication. Call avoidance has been recognized due to our clients using self service via our Solutions Knowledge base. Internal workflow within our organization has improved based on the features we've configured.
Excellent ITSM for the price.
What do you like best about the product?
Best way to take control of the operations of the IT departments. metrics , and tracking of all the reports and agents roles.
What do you dislike about the product?
I can´t configure the survey form. We have no Chat, so we can´t open any incident or change through this way.
What problems is the product solving and how is that benefiting you?
Incident, change and problems Managements. Asset Management Control and Service Catalog
Great product and awesome team
What do you like best about the product?
We are FreshService and from a product perspective it is very user friendly in teams of GUI. Easy to understand and work with.
FS team too is great to work with, we have received timely responses and they also hosted me in their office for 2 days.
FS team too is great to work with, we have received timely responses and they also hosted me in their office for 2 days.
What do you dislike about the product?
At this point nothing to dislike. All is great
What problems is the product solving and how is that benefiting you?
Consolidation in a single platform for all applications and regions.
Recommendations to others considering the product:
Come up with process recommendations and flows
Best HelpDesk Solution For the Price
What do you like best about the product?
It's a very customer focused solution. It really focuses on communicating with customers through email. When we switch helpdesk solutions, none of our clients even realized we were doing anything different systematically. But they did notice that we had upped our communication game.
What do you dislike about the product?
The Asset management piece is really weak and we're looking for other solutions to fill the void.
What problems is the product solving and how is that benefiting you?
We were able to automate a lot of our helpdesk and it refocused our team to communicate better with our clients when solving tickets.
Intellligent software
What do you like best about the product?
This software is really simple to set up, use and to support. All instructions are clear and simple for understanding. You don't need to involve specialists to make settings, to change the processes or to connect the other software.
It consists all necessary statistic and reports for quality assurance of the agents.
The knowledgebase is simple to fill in.
It consists all necessary statistic and reports for quality assurance of the agents.
The knowledgebase is simple to fill in.
What do you dislike about the product?
Chat window could be wider.
I wish all social incoming messages were in the ticket section. For now, if we get some messages in the Social section, we have a chance to miss them.
I wish all social incoming messages were in the ticket section. For now, if we get some messages in the Social section, we have a chance to miss them.
What problems is the product solving and how is that benefiting you?
All communication channels are in one. We don't miss the emails, chats.
Recommendations to others considering the product:
List of shorthands could be placed by alphabet range.
Fast, intuitive and very flexible.
What do you like best about the product?
Can be used with a minimal setup but allows a very sophisticated configuration of all features.
Adaptable to the company brand, structure and workflow.
Provides a fast and modern UI.
Adaptable to the company brand, structure and workflow.
Provides a fast and modern UI.
What do you dislike about the product?
Asset licenses payed upfront could instead be payed-as-you-go.
Missing ACL rules and a full backup option with the uploaded documents as well.
Missing ACL rules and a full backup option with the uploaded documents as well.
What problems is the product solving and how is that benefiting you?
Digital transformation of the shared back office services and workflows.
Recommendations to others considering the product:
Invest some time experimenting and making sure it fits your needs.
Freshservice Review
What do you like best about the product?
Great interface for all our needs within IT. The ability to auto assign tickets to groups around the world from multiple email addresses is very important to us as well.
I work heavily on change requests, being able to add them into managed releases is really helpful.
I work heavily on change requests, being able to add them into managed releases is really helpful.
What do you dislike about the product?
Users cannot login to view changes assigned to them.
Cannot bulk move change requests from one release to another
Cannot bulk move change requests from one release to another
What problems is the product solving and how is that benefiting you?
The main problem we had was a large amount of changes that needed to be separate from support tickets. These are now allocated into releases to help manage expectations of users.
Recommendations to others considering the product:
Make use of the automated ticket assignment to ensure your tickets are allocated to the correct people as quickly as possible
Quick solutions on FreshService
What do you like best about the product?
The program itself helps with organization. When I ran into a problem they got back to me really fast.
What do you dislike about the product?
I haven't run into anything I dislike yet.
What problems is the product solving and how is that benefiting you?
It helps keeps requests organized and it serves as a log for any website changes made.
Recommendations to others considering the product:
The software does exactly what it is supposed to. Keeps everything organized and easy for front and back end usage. Administrative tasks easy to complete.
showing 971 - 980