FreshService has made it easier for users to interact with our ITSM tools.
What do you like best about the product?
With FreshService being cloud based, it has made it easier for users and agents to interact with the helpdesk eliminating the requirement for users to VPN into our internal LAN to access ITSM tools. We have also enabled SSO with FreshService making it much easier to access.
What do you dislike about the product?
On rare occasions, maybe once or twice a year for brief periods, FreshService may become inaccessible due to issues in the cloud.
What problems is the product solving and how is that benefiting you?
FreshService has allowed our end users to access the incident management system from anywhere on the internet. Also, with FreshService providing resolution suggestions as users enter ticket data, this has resulted in a 10% decrease in ticket escalations.
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