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VP of Service Delivery
What do you like best about the product?
It has given us the ability to better deliver services to our clients. We outsourced for a period of time and had very limited controls over the experience.
What do you dislike about the product?
We are using it in a different capacity than most. We support approximately 8 tenants from a single pane of glass. That was an immense challenge. However, there are enough tools and features built into the platform, that we now deliver a robust service. In turn, we have access to endless KPI's.
What problems is the product solving and how is that benefiting you?
Customer service. Speed to resolution. Metrics.
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Support is very prompt and responsive in resolving my questions.
What do you like best about the product?
Friendly and Integrate one for all service
What do you dislike about the product?
search item in different modules and too many alerts on the phone
What problems is the product solving and how is that benefiting you?
Everything IT in one place.
The best tool any ITSM person can use
What do you like best about the product?
Freshservice provides a centralized platform for managing IT support tickets. Users can log, track, and prioritize support requests, incidents, and changes from a single interface. It offers automation features to categorize and route tickets to the appropriate teams or agents based on predefined rules.
What do you dislike about the product?
Nothing of that sort till date. The platform allows users to track and manage IT assets such as hardware, software, and other resources.
What problems is the product solving and how is that benefiting you?
The platform allows users to track and manage IT assets such as hardware, software, and other resources. It provides capabilities for inventory management, asset discovery, and asset lifecycle tracking, helping organizations optimize asset utilization and maintain compliance. Freshservice enables organizations to create a service catalog containing predefined IT services and offerings. Freshservice facilitates the efficient resolution of IT incidents by providing workflows for incident triage, escalation, and resolution. It allows agents to collaborate, communicate with stakeholders, and track incident status in real-time.
Freshservice is good ticket management tool but it requires some improvement.
What do you like best about the product?
It is cost effective and good for small organisation.
1. Easily customizable of requirement.
2. Automation can be done
3. Dashboard facility is good.
4. It is easy to integrate in organisation
1. Easily customizable of requirement.
2. Automation can be done
3. Dashboard facility is good.
4. It is easy to integrate in organisation
What do you dislike about the product?
As per my view, Freshservice does not provides long term data at a time.
1. Its customer support need to improve.
2. Sometimes, freshservice doesnot provide correct data, that need to improve.
1. Its customer support need to improve.
2. Sometimes, freshservice doesnot provide correct data, that need to improve.
What problems is the product solving and how is that benefiting you?
We can manage our Incident and IT tickets for review and compliance purpose
Great service!
What do you like best about the product?
It helps me every day in organize my work process. The ticket system is easy and very customizable. I can automate a lot of things with it.
What do you dislike about the product?
It can be on expensive side for some people, but it definitely brings the value for its cost.
What problems is the product solving and how is that benefiting you?
We automate repetitive tasks and organize all the IT incidents.
Freshworks HELPS FOR ASSET MGMT
What do you like best about the product?
EASE TO USE
NUMBER OF FEATURES
EASE OF IMPLEMENTATION
NUMBER OF FEATURES
EASE OF IMPLEMENTATION
What do you dislike about the product?
UI INTERFACE
REPORTING
INTEGRATION
SUPPORT
REPORTING
INTEGRATION
SUPPORT
What problems is the product solving and how is that benefiting you?
TICKETING , ASSET MANAGEMENT
Best Service Desk platform i have used
What do you like best about the product?
Freshservice has a great interface, simple admin section and very user friendly
What do you dislike about the product?
There is very little i can think of that i do not like about using Freshservice.
What problems is the product solving and how is that benefiting you?
It helps us efficiently manage day to day servide desk tasks, enables the IT team to share tasks and follow others they are interested in.
Ease of use
What do you like best about the product?
Customiseable product portal and a refreshing user experience makes this platform stand out from the rest.
What do you dislike about the product?
Tickets displays the new comminication at the bottom of the thread. There is no setting to have the newest communication at the top of the ticket.
What problems is the product solving and how is that benefiting you?
we were able to move our IT and logistics team to the same platform and still keep them seperate. With Freshservice you basically can manage multiple instances using 1 interface which is brilliant.
Great ITSM for our business
What do you like best about the product?
The implementaton team was a great help. FreshService was able to work within our processes and procedures flawlessly.
What do you dislike about the product?
Some of the abilities need to be upgraded but they are constantatly improving the product based on customer feedback.
What problems is the product solving and how is that benefiting you?
We are able to effectively and efficiently help our end users.
Easy and pleasant to use.
What do you like best about the product?
The clarity of the design. It is visually pleasent to navigate through tickets. It feels more like a social platform then ITSM. Color coding, activity, properties of the ticket and notes are all greatly distinguished on screen. Other ITSM products I encountered require from user some small amount of mental activity to review content. It might seem like minor inconvinience, but while working with some platform on a daily basis it just adds up during hours and days, leaving me with simple aversion to the tool. Freshservice is completely different on that. Of course, it is also the logic behind the design that makes it so good.
What do you dislike about the product?
Analytics part. It feels like something designed with other objectives in mind. Takes a lot to master and even then sometimes metrics seem to not follow logic applied. It requires checking the source data to understand what the metric and filtering is doing with the data.
What problems is the product solving and how is that benefiting you?
Managing and reviewing incidents. Filtering tickets, finding them, tagging for future reference, escalating, following activity of specific agents - all that is required in my role, Freshservice is greatly helping me.
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