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Simple, straight forward solution
What do you like best about the product?
Easy to use, integrates with SSO Okta solution that allows me to easily track my issues and get quick updates.
What do you dislike about the product?
Never heard of it before so I'm unsure if there are hurdles waiting down the road that I can't anticipate.
What problems is the product solving and how is that benefiting you?
Tracking of trouble tickets in potentially impact my release schedules.
Recommendations to others considering the product:
The ability to integrate with single sign on services such as Octa make it simple to use and get people to use.
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Strong Help Desk System With Low Maintenance Requirements
What do you like best about the product?
If you needed to go live this Product could likely be setup at a basic level in less than an hour, but then allows you to get granular and refine and improve the product. As an example the auto reply emails. They are satisfactory out the door but can be edited and revised.
What do you dislike about the product?
When you create Categories for you tickets they have a great Preview button which allows you to view all of the categories and how they appear. With the canned emails you rely on using Field Tags so the preview button is really a missing feature. This requires you to test every email by triggering it.
What problems is the product solving and how is that benefiting you?
For a small staff we need a very robust and full featured Help Desk ticketing system, We also need something with low maintenance and does not require a lot of work as we do not have resources.
Recommendations to others considering the product:
Make sure you test every element you intend to use. They are very helpful but coming from a different product it is important to understand things like workflow and triggers.
Great Product, easy to configure
What do you like best about the product?
Easy to Configure, Support was available when needed.
What do you dislike about the product?
It was a little to costly when the admin users kept racking up
What problems is the product solving and how is that benefiting you?
Great for ITIL environment for small business.
Great service desk out of the box
Great service desk out of the box
Recommendations to others considering the product:
Pricing needs to be brought down for the market your serving.
Easy to use
What do you like best about the product?
Free for the number of computers we were using.
What do you dislike about the product?
Nothing really. Kind of sucks that some of the useful features were on the paid only side of the ticketing system but it's normal.
What problems is the product solving and how is that benefiting you?
We mainly used it as a self-service help desk.
Recommendations to others considering the product:
It has probably the easiest self-service page I setup out of the other ticketing solutions I tried.
Major time saver and accountability piece
What do you like best about the product?
This platform is very easy to use. It solves a number of issues in my IT Department
What do you dislike about the product?
Cost is a little higher but still very reasonable.
What problems is the product solving and how is that benefiting you?
Tracking of requests and concerns and providing accountability for IT staff
Excelent product for my use
What do you like best about the product?
facil manejo y desenvolvimiento en la herramienta
What do you dislike about the product?
no tengo objeciones con el producto lo recomiendo apaliamente
What problems is the product solving and how is that benefiting you?
a la fecha no ge tenido inconvenienitentes ha cumplido con mis expectativas
Recommendations to others considering the product:
recomiendo el producto
Feels like an old system built on a web experience
What do you like best about the product?
Freshservice usually works well. You can create some custom flows and requests using the system.
What do you dislike about the product?
Freshservice is much less customizable than it would appear. While you can create custom fields, it is difficult to use them in an automated workflow. Also, the workflow/products are quite rigid in terms of what you can and cannot do. There are some bugs where it will pick up incorrect information to associate tickets submitted via email. These have been reported to support with no resolution.
Last, their support is very unhelpful.
Last, their support is very unhelpful.
What problems is the product solving and how is that benefiting you?
Easy to use ticketing system that is cost effective.
Recommendations to others considering the product:
Make sure you can use one of their pre-build solutions without much customization.
Great ITSM tool for small to midsize IT operations
What do you like best about the product?
Great implementation support and many features ready out of the box (i.g., inbound email to ticket conversion, incident, asset management, and reports), compared to a larger enterprise tool we previously used
What do you dislike about the product?
Custom fields for service catalog is limited.
What problems is the product solving and how is that benefiting you?
Simple and clean user interface
Recommendations to others considering the product:
We reached out to other vendors, but Fresh Service's business unit and the tech support unit were to most responsive and helpful from the beginning of the evaluation phase, which made them a clear winner among its competitors.
Superb services for support to my customers
What do you like best about the product?
The Freshservice is easy to deploy and provide less operational maintenance. It has ability to perform the job without repetitive administrative activities. This is my most favorite attribute. One time setup is a requirement and all the things are working well. I understand this type of flexible service require deep knowledge about requirement of business and about the desire outcomes. Where the paid plans has many good features, the free plan is also good enough for a small firm. It only needs a few hours to setup the services and its simple workflow is helping us to reduce the time consuming over an issue.
What do you dislike about the product?
The features are good enough and there is nothing to complain. However the look, designing and layout of admin panel could be update with some elgent look. There could be pre-designed templates for the user.
What problems is the product solving and how is that benefiting you?
Ticket and Knowledge base for the end user. The email to ticket and online submission of support request provide me pre-build solution to interact with the customer and to make the history of provided support.
Recommendations to others considering the product:
The freshservice is good, 24x7 available service. I am happy for its uptime, speed, and support ticket management features. Me and my team are using it since few times and never found any error or collision in its features.
Freshservice as a helpdesk and Montioring agent
What do you like best about the product?
I like the ability to remotely monitor Systems outside my local network. This makes my job as a WAN administrator easy especially when i have to troubleshoot on the move. I am currently on the free plan as i have only 2 core administrators using it right now but in a few weeks i'll have a team of 9 users on board and will purchase a per user plan. I definitely recommend it for startups and SMEs
What do you dislike about the product?
I dislike the lack of integration with the rest of the freshdesk suites.
What problems is the product solving and how is that benefiting you?
I have been able to use it to managed parts of our Managed IT Service portfolio. It's more user friendly than Spiceworks and easy to train in. Developing a knowledge base for my clients i also very easy to accomplish.
Recommendations to others considering the product:
I have tried quite a few help-desk software but i stopped looking once i found the Freshdesk Suite. Combining FreshSales, FreshDesk and FreshService has been more than enough to fulfil my needs.
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