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FreshService- the modern approach to the helpdesk
What do you like best about the product?
There are constant updates for the system, always trying to be on the cutting edge of the newest trends and needs of the growing ITSM world. Graphical interfaces for their modules is great.
What do you dislike about the product?
The price is really high, even for us as an educational institution. There is alot of benefit compared to other helpdesks like SolarWinds or Atlassian, but the cost is really hard to justify at times. I also wish there was a little bit more customization available to the other modules in FreshService
What problems is the product solving and how is that benefiting you?
FreshService localizes and gathers data on our ticket incidents and categories, which allows us an organization to see which teams require more support than others. This also allows us to review statistics like time to completion or response times in general.
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Fresh Service provides our organization a streamlined Incident, event and change management solution
What do you like best about the product?
It was easy to configure and within a few days of procurement we launched it in production! We use it as a helpdesk solution and change management solution.
What do you dislike about the product?
I use the reporting but wish the dashboards and ticket export to excel feature, were more wholistic and easily extractable for management reporting.
What problems is the product solving and how is that benefiting you?
event management and follow-up and change management.
Very good for a big scale of people
What do you like best about the product?
Is is userfriendly. Everyone can work with it.
What do you dislike about the product?
For now I have no complains yet. If posssible there must be more options for or license.
What problems is the product solving and how is that benefiting you?
We use it for or ticketing system.
IT Service Desk done right!
What do you like best about the product?
Freshservice allows us to efficiently manage our internal incidents and requests as well as our large inventory of IT assets. It is reasonably customisable so we can develop workflows etc based on our processes.
What do you dislike about the product?
There are a number of feature requests we've asked to be considered for future releases in the three years we've been a customer but so far we haven't seen any of them be added.
What problems is the product solving and how is that benefiting you?
The ability to develop workflows which automate parts of our processes frees up time to do other things.
Wide range of services that are both customizable and easy to use
What do you like best about the product?
The best part about Freshservice is the customizable nature of the product.
You can design every aspect of the user experience while customizing the look and feel of the platform for the admin team. The cherry on top is the incredibly simple yet robust ticket automation service. With a few clicks, you can remove hours of administration work that would otherwise be spent categorizing tickets, assigning them to the right people, and convoluting the ticket fulfillment process along the way.
Customer support has always been ready and willing to step in if there are issues with the implementation and design of the system. Moreover, if there is functionality that you are looking to incorporate that the software doesn't have, they are always open to discussing the addition of features or pointing to the eventual resolution of the issue in the roadmap.
You can design every aspect of the user experience while customizing the look and feel of the platform for the admin team. The cherry on top is the incredibly simple yet robust ticket automation service. With a few clicks, you can remove hours of administration work that would otherwise be spent categorizing tickets, assigning them to the right people, and convoluting the ticket fulfillment process along the way.
Customer support has always been ready and willing to step in if there are issues with the implementation and design of the system. Moreover, if there is functionality that you are looking to incorporate that the software doesn't have, they are always open to discussing the addition of features or pointing to the eventual resolution of the issue in the roadmap.
What do you dislike about the product?
Some customization features were overly rigid, but as time has progressed the product has expanded to gradually improve these constraints.
What problems is the product solving and how is that benefiting you?
We have gone from a constant stream of back-and-forth email chains to simple yet robust request communications via the customizable service request form development suite.
User-friendly, flexible and easy to use
What do you like best about the product?
It is very easy to use, you can create your reports yourself. we can control every situation of IT related issues
What do you dislike about the product?
Sometimes it is very slow and sometimes mail are not drop into ticket pool
What problems is the product solving and how is that benefiting you?
we can track every problem and search its solutions later. I can control and follow kpi's of staff regularly
Greate ITSM Tools
What do you like best about the product?
User friendly, have many feature, greate support
What do you dislike about the product?
Custom SLA among starter user very important feature for business only have 5 agent
What problems is the product solving and how is that benefiting you?
Record all issue for KPI IT agents
A very elegant and simple to use tool to satisfy every business IT needs
What do you like best about the product?
I like the way you can create and manage tickets. The user interface is so intuitive, and easy to manage all tickets in one dashboard. You can easily change the status of a ticket, and the most important factor I like is that you can set a condition before a ticket status can be changed to closed. I like so many features of this Saas solution that I can not highlight all of them here. It is an excellent tool for every business IT department to use. For MSP, Freshworks will be the choice, of course.
What do you dislike about the product?
I don't have anything I dislike about this platform, as I have been using it for the past six years.
What problems is the product solving and how is that benefiting you?
Freshservice provides a simple way to curate all the IT incidents within the organisation and manage them in real time. I manage over 250 users and about 400 computers and servers across 10 countries. Using this tool helps all our users to reach the IT department and either request a service or post a complaint or incident, which enables us to see their problems in real time and help them out without delay. This helps tremendously to keep the business processes running with limited or no down time.
Very Helpfull
What do you like best about the product?
All teh calls are easily accessed and the dashboard is custimisable.
What do you dislike about the product?
Better reports on tickets and tracking of closed/resolved calls.
What problems is the product solving and how is that benefiting you?
Getting vendors to stores for maintenance problems
ITSM tool at its best
What do you like best about the product?
FreshService is powerful product which has lots of feature which are very helpful for ITSM and productivity. It help to manage tickets, assets, helpdesk management. It has powerful automation tools which helps to manage workflows, ticket assignments and knowledge based assignments.
What do you dislike about the product?
There is nothing much to dislike about freshservice except there isn't much options to customize automations.
What problems is the product solving and how is that benefiting you?
Freshservice is helping our organization for managing incidents, service requests, change and problem management, assets management and helpdesk management.
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