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Excellent Service
What do you like best about the product?
The software is very easy to use and allows a quick turn around on customer issues.
What do you dislike about the product?
Nothing. Everything is very stable and enjoyable
What problems is the product solving and how is that benefiting you?
Everything, from computer issues, to login credentials for guests.
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Wished I had discovered them sooner...
What do you like best about the product?
FreshService has all of the features I've been looking for in an ITSM while still keeping the admin console simple and intuitive.
What do you dislike about the product?
I would like to see a more robust CMDB solution and with a good visual display of relationships.. With that said, most ITSMs aren't doing this either but is essential for planning and visualizing impact during a planned or unplanned outage.
What problems is the product solving and how is that benefiting you?
We're still building out our service model but we have all the tools we need to automate self-service for common issues.
Recommendations to others considering the product:
One of the things I most appreciate about FreshService is the ability to completely re-brand the ITSM. To our users, it appears like an in house service but with an Enterprise level experience. The mobile app is outstanding. The admin console is intuitive.. I truly wished I had wondered across FreshService much earlier.
Good
What do you like best about the product?
The interface is very smooth and easy to use.
What do you dislike about the product?
the requester's are account based . Sometimes the users account get deleted and tickets go to spam
What problems is the product solving and how is that benefiting you?
IT
Great service for helpdesk control
What do you like best about the product?
UI, easy to use, customer service, pricing
What do you dislike about the product?
Nothing the product really is great. Very easy to setup and use
What problems is the product solving and how is that benefiting you?
We control all the helpdesk problems of our company with Freshservice and its being great!
Recommendations to others considering the product:
Use it! give it a go. it will blow your mind
Perfect service and a very good helpdesk!
What do you like best about the product?
The support that they give. If we ask a question it usually doesn't even take 1 hour for them to respond with a solution.
What do you dislike about the product?
There is nothing that I dislike with this service.
What problems is the product solving and how is that benefiting you?
We get a very good structure of our helpdesk where we can see status of ongoing project, we can keep track of all our Tickets and we now have a very nice Support portal.
Service Desk software fast and easy!
What do you like best about the product?
FreshService is easy to configure, as it comes to be set up in a few steps. FreshService has Incident, Problem, Change, Release and other Itil aligned modules to be configured. The IU is easy to customize and rapidly you can have your service desk working.
What do you dislike about the product?
The Sprout plan has limited End users and assets and you have to pay for the Problem, Change and other ITIL align modules
What problems is the product solving and how is that benefiting you?
The need to have a Service Desk to support all internal customers in an organization. With FreshService is possible to have a basic Service Desk configured an ready to work including Asset Management, AD Integration, Third party integration and more.
FreshServivce Helping us to improve customer relation
What do you like best about the product?
The UI and customisation is very user friendly, Self-service portal
What do you dislike about the product?
The restriction on what does appear on the portal or not.
What problems is the product solving and how is that benefiting you?
The ease of how we handle tickets
Efficient, easy and unique ticketing system
What do you like best about the product?
Not only does it look very modern, it is very sleek, efficient and user friendly. It is an amazing tool and is perfect for our business.
What do you dislike about the product?
Nothing so far, the tool is easy to use and is amazing so far.
What problems is the product solving and how is that benefiting you?
Approval Processes, New Starter Forms, Inventory list for assets, Contracts, Service Catalog.
Recommendations to others considering the product:
Perfect tool to utilise, great features and very easy to use as well as implement. Solutions are easy to setup.
Best internal help desk tool for small to medium sized companies
What do you like best about the product?
Easy to use GUI, great customizability on most modules. Easy to use reports. This tool is a lot more effective for internal help desk use compared to general purpose help desks that are typically designed with external customers in mind.
What do you dislike about the product?
Asset management module still needs work to be fully customizable. A lot of things like pre-built categories can't be changed from defaults. A lot of default fields also can't be removed, thus creating unnecessary clutter when you want a simple asset system at a smaller company.
What problems is the product solving and how is that benefiting you?
A lot more effective at managing internal IT help tickets compared to Zendesk or other products that are designed to service external facing customers (Freshdesk is this company's external facing help desk tool). Plus there are many additional helper modules for managing contracts, assets, etc. Makes running IT Operations with one tool a lot more effective.
Freshservice also does not overwhelm you with ITIL unlike some of the more complicated enterprise offerings, and you can slowly introduce pieces of it as you grow the company. User interface and customizability are great and require little to no training for employees to pick up.
Freshservice also does not overwhelm you with ITIL unlike some of the more complicated enterprise offerings, and you can slowly introduce pieces of it as you grow the company. User interface and customizability are great and require little to no training for employees to pick up.
Recommendations to others considering the product:
To me it's the best product out there if you need an INTERNAL facing help desk with ITIL functionality.
Fun and very easy to use and customize
What do you like best about the product?
The customisation you can do to your portal. make it exactly what you need.
What do you dislike about the product?
At the moment not much. I had to resize the page in Chrome to see all my tickets on the home screen but that was easily fixed.
What problems is the product solving and how is that benefiting you?
Making it simpler for users to use, making it easier on us as the service desk and the user.
Recommendations to others considering the product:
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