What do you like best about the product?

As the I.T. Manager, I value the reasonable pricing, strong SLA capabilities, detailed reporting, and the transparency into agent-assigned incidents and tickets. What stands out most, however, is that this solution has reduced our incident response time by over 25%.

The setup was straightforward, easy to use, customer support has been reliable, and it's become a tool we rely on daily. While we haven’t yet explored the many integration features, we plan to take full advantage of them in the near future.

What do you dislike about the product?

There are really no cons to Freshservice that we have found to date.

What problems is the product solving and how is that benefiting you?

Freshservice helps our IT staff stay on top of incident tickets, ensuring nothing slips through the cracks. It also adds a sense of urgency by flagging tickets when SLA deadlines are approaching, helping us stay accountable and responsive.