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So far, I've been very happy with Freshservice.
What do you like best about the product?
The application is easy to navigate and very feature rich. The support staff have been excellent. The performance has been very nice. It's easy to use and my support staff are liking it over the prior app we retired. The mobile app is great (though I wish it would do change control, not just ticketing).
What do you dislike about the product?
Really, the only issue is that there are a number of small functions missing that should be there. Things that will probably come out with time, but for now, I have had to work around. Certainly nothing show-stopping and if I had to do it all over again, I wouldn't change my decision. Also, the asset discovery tool (the Probe) definitely needs more maturity. It's OK, but doesn't pull as much info as, say Spiceworks' probe.
What problems is the product solving and how is that benefiting you?
Asset management, change control, change management, help desk support, problem tracking.
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discovery probe
What do you like best about the product?
of support, is very efficient .
What do you dislike about the product?
nothing .
What problems is the product solving and how is that benefiting you?
my inventory, I did not know as doing data refresh or create a new machine, but now I know.
Marval to Freshservice
What do you like best about the product?
The user portal has been a real gamechanger for us here, we were the classic old style Service Desk with high volumes of phone calls. The Self Service portal has allowed us to shift left and allow the userbase to self serve and use forms to submite tickets directly to the correct teams.
What do you dislike about the product?
The reporting feature in Freshservice needs some work. Thankfully Freshservice have recongnised this and a new reporting tool is coming in March 18.
What problems is the product solving and how is that benefiting you?
Self service
Staff Knowledgebase
IT Knowledgebase
Re-launch of new Problem and Change processes
Staff Knowledgebase
IT Knowledgebase
Re-launch of new Problem and Change processes
Freshservice still feels 'Fresh'
What do you like best about the product?
No need to maintain, 100% cloud-based. Easy to understand. Easy to use. Modern UI. Works from any browser. Responsive customer support.
What do you dislike about the product?
Some functionality from CMDB module not 100% mature. Missing device/user affinity like in SCCM.
What problems is the product solving and how is that benefiting you?
We were able to move the trouble tickets and other requests for IT and other back-office departments to one place. Using one tool teams from various continents across different time zones have good visibility of all requests can prioritize their work and collaborate to resolve the requests.
Great hosted helpdesk platform
What do you like best about the product?
Freshservice has a fresh, clean, modern look to it. It's highly customizable and provides plenty of depth, particularly with it's various automation tools. Any time I've had to use their support, they have been super responsive and great to work with. They're constantly improving their product and it's not uncommon to see little tweaks here or there as your doing your work which is great.
What do you dislike about the product?
I've only come across a few minor things I didn't really care for, most of which you could argue are personal preference. My biggest want would be to be able to filter my ticket view specifically for non-resolved tickets that haven't been attributed to a particular category, or to maybe have their category be able to show up in the general ticket view so we could tell at a glance if there seems to be an active trend taking place.
What problems is the product solving and how is that benefiting you?
Freshservice has been great for us in allowing us to not only manage IT tickets, but also to pull in SCADA, Facilities, and HR teams so we can collaborate and kick tickets between departments as necessary, particularly for ordering hardware/software and for onboarding/offboarding personnel. It gives us the flexibility we need while still maintaining strong delineations between the departments to ensure confidentiality.
Recommendations to others considering the product:
Definitely consider giving them a trial run at the very least. We're glad we went with them!
Ticket View Failures - All Agents - Immediate service and resolution
What do you like best about the product?
I love how intuitive the software is, and how they have many different solutions within one "pane of glass"
What do you dislike about the product?
I dislike the asset management tool. It seems clunky and not very well implimented
What problems is the product solving and how is that benefiting you?
We are streamlining our internal support requests. We have realized we can determine workload metrics easily with Freshservices' reporting service
Recommendations to others considering the product:
A great option for incident reporting, release and change management
Powerful system
What do you like best about the product?
Automation, reporting, product evolution
What do you dislike about the product?
Lack of process clarity for agents - I'd like for the ticket to show which automations ran on it so the agents know what processes have been triggered.
What problems is the product solving and how is that benefiting you?
We use Freshservice to manage IT/help desk/hardware requests from our staff, and to report back to management on the volume and type of requests our small team has to handle. It's also provided the infrastructure for us to establish and automate common procedures. The system continues to evolve, which is great; and although sometimes it takes a while for the support documentation to be updated, the Freshservice customer service team has been VERY responsive to questions and feedback I provide on the support documents. The customer service is top notch.
I.T
What do you like best about the product?
The customization that can be done to the product. The assistance with helping create this custom requests.
What do you dislike about the product?
We had freshdesk and then freshservice , sometimes we see things go to one and not the other that we would like. Also the app on android. If notifications showed the ticket information, that would be really helpful ( this was turned in as a feature request and passed along though, so could be corrected in near future)
What problems is the product solving and how is that benefiting you?
Helps us when people forget or deny that they did/request something. This has helped us be in field, not in the building and be able to still take care of tickets on the go.
Recommendations to others considering the product:
Do It!
108ideaspace Feedback
What do you like best about the product?
I like the user-friendly dashboard, also it's very effective to handle client service. This tool allowed us to manage support effectively.
What do you dislike about the product?
Few more features are required for connecting with other tools. We wanted to connect it with hubstaff but we could not.
What problems is the product solving and how is that benefiting you?
Client service. We are using it completely for support & its working awesome for us.
Recommendations to others considering the product:
I think you should definitely try this, Awesome tool with very cool features & It is the very clean system to use.
Best modern and simple ITSM Solution
What do you like best about the product?
A simple and intuitive interface help user to easily register problem, changes or other requirements. Includes discovery probe that help administrators to keep CMDB always update and with inventory management admins can track asset and lifecycle. In terms of reports, FreshService has some reports OOB but it's possible to customize reports. Also, includes native integrations with several applications and you can integrate with others third parties, using APIs Rest. In terms of pricing, is very flexible and you can choose from differents versions / prices. Even you have the chance to includes up to 2 features from upper version paying only the cost for those features.
What do you dislike about the product?
Compared to other solutions like Servicenow, add plug in from external developers like github is not possible. On the other hand, the branding of service portal is limited.Workflows can be set, however the level of customization is limited compared to other solutions like Servicenow.
What problems is the product solving and how is that benefiting you?
FreshService lets deploy of a Service Portal through which to provide and automate the support management for the Organization, and has let focus on the consolidation of ITIL's central processes, the automation of said processes and the search to promote the self-management of users.
Recommendations to others considering the product:
If you are looking for an ITSM solution aligned to ITIL processes and cloud base, FreshService is the right option for your company.
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