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Solid system for internal support
What do you like best about the product?
Before FreshService, our requesters were unable to create tickets via email. This feature is available with FreshService, which is a great thing.
The ease of use for setting up FreshService allowed me to set up the basic configuration rather quickly. FreshService allows us to create our own way of work quite well.
Another great part is the quick and good support that we receive.
After one and a half year, I can still confirm the same!
The ease of use for setting up FreshService allowed me to set up the basic configuration rather quickly. FreshService allows us to create our own way of work quite well.
Another great part is the quick and good support that we receive.
After one and a half year, I can still confirm the same!
What do you dislike about the product?
There are no dislikes so far about Fresh Service.
What problems is the product solving and how is that benefiting you?
We are using the system with multiple seperate departments such as IT, Infrastructure, SAP, HR and other internal support groups. It's possible to have a seperation between those departments. This means that I am the general administrator for each department when it comes to the configuration. Thanks to that, the other departments don't need to get technical with FreshService!
Recommendations to others considering the product:
Incredible ease of use.
Great support from the entire FreshService team. Good communication, follow up on issues, follow up and information about feature requests or new features in general!
Great support from the entire FreshService team. Good communication, follow up on issues, follow up and information about feature requests or new features in general!
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Flexible and robust Service Desk system backed up with great customer support
What do you like best about the product?
The system is very flexible.
Practically you can do everything inside, all service desk processes could be covered. Even for some processes you have choice how to realize them.
I will definitely recommend Fresh Service system, not only because it is robust Service Desk system, but also because the Customer Support is on very high level. They provide very customer oriented, fast and professional support.
Practically you can do everything inside, all service desk processes could be covered. Even for some processes you have choice how to realize them.
I will definitely recommend Fresh Service system, not only because it is robust Service Desk system, but also because the Customer Support is on very high level. They provide very customer oriented, fast and professional support.
What do you dislike about the product?
There is nothing to dislike, just you have to dedicate some time to learn all functionalities and to understand how you can utilize them.
What problems is the product solving and how is that benefiting you?
We are using Fresh Service for Service Desk system.
Excellent Service throughout our rollout
What do you like best about the product?
Very responsive and proactive service.
Staff are always helpful and willing to go the extra mile.
The price, considering the alternatives out in the marketplace is quiet reasonable and I was happy with the mobile layout of the iPhone and Android- everything you need as an end user is there.
Software is also quiet easy to use and staff are overall happy with its intuitiveness and speed.
Staff are always helpful and willing to go the extra mile.
The price, considering the alternatives out in the marketplace is quiet reasonable and I was happy with the mobile layout of the iPhone and Android- everything you need as an end user is there.
Software is also quiet easy to use and staff are overall happy with its intuitiveness and speed.
What do you dislike about the product?
Nothing really. I was slightly tricky to set up, but nothing a regular person can't do,.
IOS/Android app is purely for the FreshService administrator. I eagerly await full SSO integration
IOS/Android app is purely for the FreshService administrator. I eagerly await full SSO integration
What problems is the product solving and how is that benefiting you?
Having a call management system, which will allow to better identify, anticipate and re mediate issues.
Recommendations to others considering the product:
Easy to use and (relatively) affordable
Efficient and simplified Service Management - saved us a lot of effort and manhours.
What do you like best about the product?
Chargebee chose Freshservice as its ITSM solution to help organize its processes and streamline its change, release, and incident management. Freshservice’s simple and efficient user interface, AWS integration, elegant UI to track incident management and advanced reporting features were ideal for supporting Chargebee’s DevOps scenario. We were able to prioritise and tackle issues, and efficiently map errors to any change, and Freshservice’s robust system simplified the process of tracking changes. Freshservice has ensured that our operational data is available to us at any point of time. It has saved us a lot of effort and man hours.
What do you dislike about the product?
We have not found anything that we dislike.
What problems is the product solving and how is that benefiting you?
Chargebee automates tasks like recurring billing, invoicing and payments for SaaS and subscription businesses, needed to manage its DevOps environment, and globally improve its operations and service delivery experience to be PCI compliant. Which means, the application had to handle, consolidate and track errors diligently.
Since the implementation of Freshservice, Chargebee has built its processes from scratch with the solution – right from welcoming a new employee aboard, with everything they need to get started, to setting up incident, change, and release management processes. Apart from these predominant improvements, following are the other areas where Freshservice has helped in improving Chargebee’s processes such as:
Ability to record changes
Automation to regulate and streamline processes
Being in the sensitive fintech space, Chargebee benefitted from the approval system in place to easily trace who initiated and approved what change and rollback the changes if something was not right.
Ensure seamless transactions
Since the implementation of Freshservice, Chargebee has built its processes from scratch with the solution – right from welcoming a new employee aboard, with everything they need to get started, to setting up incident, change, and release management processes. Apart from these predominant improvements, following are the other areas where Freshservice has helped in improving Chargebee’s processes such as:
Ability to record changes
Automation to regulate and streamline processes
Being in the sensitive fintech space, Chargebee benefitted from the approval system in place to easily trace who initiated and approved what change and rollback the changes if something was not right.
Ensure seamless transactions
Simple and my whole team loves it!
What do you like best about the product?
Incorporates ITIL Framework.
Quick and easy to use.
Customisable forms, emails, and service portal.
Lots of good documentation.
Support and sales staff were very professional.
Quick and easy to use.
Customisable forms, emails, and service portal.
Lots of good documentation.
Support and sales staff were very professional.
What do you dislike about the product?
Reporting functionality isn't too customisable but I have talked to the support rep and they're planning to upgrade the reporting features this year. Not much else I could find wrong.
What problems is the product solving and how is that benefiting you?
My team is trained in ITIL and we were previously using SCOM to handle our service tickets and incidents. SCOM was much too slow and complicated for a small team like ours. We were looking for a product to handle our service tickets and incidents quickly, while capturing the most amount of useful information to show through reporting. Freshservice does a great job of all of this and we're very happy with it.
Recommendations to others considering the product:
If you want simple, easy-to-use, and aesthetic, this is the one to go with. The big winner for me was that they incorporate ITIL.
Flexible Platform
What do you like best about the product?
Fresh Service is one of our main relailble systems that we're using. But I like their flexibility in developing new methods and techniques to facilitate our processes.
What do you dislike about the product?
We just need to have particular timelines for the new plans or modifications.
What problems is the product solving and how is that benefiting you?
Automation is my part and most of my my business are relying on.
Freshservice is a qualtiy product
What do you like best about the product?
Freshservice has been the product needed to help organize our IT department. The CMDB, relationships, asset management, and change management have fortified our service and structured us in such a way to be successful.
What do you dislike about the product?
The only thing that has been inconvenient is the assets tracking where you pay by item. There are no alerts to let you know when you are getting close to your allotment and need to add additional licensing.
What problems is the product solving and how is that benefiting you?
The CMDB and relationship options have been great benefits for organizing our documentation and making sure our technicians know how our systems, services, and customers are all connected. The newly added project management is a nice feature. We are intrigued how that module may continue to grow in the future.
Recommendations to others considering the product:
Try out the trial and setup according to how you might use the product. Fresh service's support and sales reps are very helpful and accommodating.
A help desk solution that works extremely well for our company
What do you like best about the product?
One of the best features we come to appreciate with Freshservice is the ability to manage our tickets remotely. Either from the mobile app or logged in from home through the browser, having the convenience of full visibility to all our tickets is critical. Not having to manage a local install or database is also something we've come to really appreciate.
Getting all the current updates that become available is also another great feature. Not having to worry about installing updates or maintaining the software is something we really enjoy in this Saas model.
Getting all the current updates that become available is also another great feature. Not having to worry about installing updates or maintaining the software is something we really enjoy in this Saas model.
What do you dislike about the product?
Personally I like to use Freshservice as a project management tool. Although this can be done 'as is' I'd like to see more features in the future that would tailor to using it not only as a help desk but to manage bigger projects not just related to IT but also Operations. Since the software was designed around the IT dept the functionality of it appears geared specifically for IT. It would be great to see some more well rounded features that could enable additional agents (let's say from the Operations departments) to be added to manage their own work projects.
What problems is the product solving and how is that benefiting you?
We're able to manage our IT staff more efficiently. We're able to have greater visibility of the work that's out there for our agents and also follow the thread of communications between the agent and requester. This is critical when we need to look back on an issue to see how well it was handled by an agent.
Recommendations to others considering the product:
If you're in the market for a new help desk and complete IT management solution then Freshservice is the right product for you. Give it a try.
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