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Great solution and excellent customer support!
What do you like best about the product?
Easy to setup, easy to use and well documented.
Excellent customer support!
Excellent customer support!
What do you dislike about the product?
Advanced analytics and SLA management are not available for Starter subscription.
What problems is the product solving and how is that benefiting you?
Working for a small, fast-growing company, the IT team needed a better way to work together more effectively on incident response.
Freshservice is the perfect tool for the job.
Freshservice is the perfect tool for the job.
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Great Customizable Ticket System
What do you like best about the product?
It's great because we can edit pretty much an field to suit our needs. They always get back to us on tickets quickly. We use it constantly and have few complaints.
What do you dislike about the product?
We would like to remove some required sections. Some things we want to add to the data analytics aren't there.
What problems is the product solving and how is that benefiting you?
It lets us organize and distribute tasks efficiently.
Tons of features for a reasonable cost
What do you like best about the product?
We moved to FreshServiced in 2019 and have been happy with our choice. I manage the IT department of a 200 person professional service firm. I have a background in the MSP space and liked the features in competing products like ConnectWise, but that was far too expensive for a small, internal IT team. We looked at several other solutions and were most impressed by FreshService because it was easy to setup and get started. We use it for helpdesk tickets, IT knowledge base (we have a user facing knowledge base and also a second one that's just for the IT department), and tracking harware assets.
One of the best things about FreshService is that it's incredibly flexible and we can modify and customize it easily without needing to be able to write code. There are also easy automations we've been able to setup for onbarding and offboarding users, setting up computers in a consistent fashion, etc.
We've also been impressed by how many new features get added to FreshService. The product has had a lot of improvements and added features over the five years we've used it (and most of them were added into our existing license so we didn't need to purchase new or higher level pricing). They also keep adding third party integrations to the product. Some of those are free, some might require buying add-ins from FreshService or other vendors. But overall, I feel like this is a product that is constantly evolving and adding new features, so I don't feel like I'm "stuck" with the same product I bought five years ago. My team and I use it everyday and it's become an indispensable tool for us.
We havent needed help from suport that often, but we've found their support to be good.
One of the best things about FreshService is that it's incredibly flexible and we can modify and customize it easily without needing to be able to write code. There are also easy automations we've been able to setup for onbarding and offboarding users, setting up computers in a consistent fashion, etc.
We've also been impressed by how many new features get added to FreshService. The product has had a lot of improvements and added features over the five years we've used it (and most of them were added into our existing license so we didn't need to purchase new or higher level pricing). They also keep adding third party integrations to the product. Some of those are free, some might require buying add-ins from FreshService or other vendors. But overall, I feel like this is a product that is constantly evolving and adding new features, so I don't feel like I'm "stuck" with the same product I bought five years ago. My team and I use it everyday and it's become an indispensable tool for us.
We havent needed help from suport that often, but we've found their support to be good.
What do you dislike about the product?
In general, we're very satisified. Sometimes, some of the online documentation seems like it mght be a bit out of date, but, I think that also might be because the product changes quickly and sometimes the documentation doesn't seem to keep up. But I can generally find the online help I need, but it might require a bit of digging.
What problems is the product solving and how is that benefiting you?
We've been able to track our help desk much more efficiently. It's helped us improve our respnse times and the consistency of our service delivery. It also has been very valuable for tracking physical hardware assets and helping us build and easy to use user facing Knowledge Base that shows users solutions for isuses they might have. This is really useful for issues that occur outside of business hours and oftnen it helps users solve their own issues.
A great Ticketing System that provides much more!
What do you like best about the product?
I like that it offers more than just ticketing. We are currently using it to track projects, changes, on/offboarding, and more. It is very easy to use and easy to learn for first time ticketing system users. We have only been using it less than a year but we have been able to learn to use it very quickly and the staff at Freshservice are very helpful! The analytics tracking it provides has also alloweed us to improve our departments performance goals.
What do you dislike about the product?
I do not dislike anything about the product so far.
What problems is the product solving and how is that benefiting you?
Freshservice has provided ticket tracking, resolution tracking and also analytics tracking for our helpdesk. We are now able to prove the amount of incidents we are getting on a daily basis.
An everchanging but simple service
What do you like best about the product?
I have found that the workflow automations have made implementing changes alongside the Sandbox environment has been greatly beneficial in managing our customers. I use these all of the time as our business develops. When there are issues I have found that support has been quick to assist me in my issues. The platform is very simple to use for users even from a non technical standpoint.
What do you dislike about the product?
We do have issues with integrations at points and have found that integrations created with Partners can be fragile.
I wish that the Home page designer was also more developed with more options for personalisation.
I wish that the Home page designer was also more developed with more options for personalisation.
What problems is the product solving and how is that benefiting you?
Freshservice is helping us manage our customers and engage with them in timely and effective manners.
Ease of use does come in a package!
What do you like best about the product?
The ease of letting users submit a ticket is so easy that people do not find it hard to follow procedures. Integration is available to certain apps are available, though it might take time to integrate them.
What do you dislike about the product?
Setting up could take some time. But the customer support is helpful enough to guide with set up questions.
What problems is the product solving and how is that benefiting you?
People needing to login to a helpdesk before, now only has to email us and it us so much easier knowing that in each organisation, there are so many platform in place.
Great website service packages
What do you like best about the product?
There were many choices for the website services I was searching for, but Freshservice had a comprehensive list with a great platform that was easy for me and my colleagues to use. The daily and weekly dashboard notifications were helpful so that I could focus on important tasks without watching or waiting. Customer support was also quick and helpful.
What do you dislike about the product?
I have not had any issues with Freshservice. The only thing I was disappointed about was the suspension of support for free accounts.
What problems is the product solving and how is that benefiting you?
Alerting when websites are down or there are sustained outages, which we can report to our hosting service.
Great tool for B2E companies
What do you like best about the product?
- workflow automator
- business rules for forms
- service request catalogue
- porta customization
- business rules for forms
- service request catalogue
- porta customization
What do you dislike about the product?
- customer chat support team
- analytics
- analytics
What problems is the product solving and how is that benefiting you?
Freshservice helps create a great environment for big B2E companies. Its automation functionality is vast and can easily imitate AI.
Great product that can scale from small to enormous
What do you like best about the product?
Ease of learning and ability to scale out
What do you dislike about the product?
There are several functionality items that if added would save vast amounts of time due to repeated actions in a workflow or other processes.
What problems is the product solving and how is that benefiting you?
Work being abandoned/lost due to beingin an email form.
very good customer service and instant problem solving
What do you like best about the product?
very helpful and always resolved the problem on time
What do you dislike about the product?
now we have to go through email only.Before we could have contacted them via phone too
What problems is the product solving and how is that benefiting you?
managing user request /automation in workflow etc.
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