We use it for our case management solution, knowledge-based repository, and for service delivery case management as well.
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Perfect solution for Support Davison
What do you like best about the product?
the freshdesk tool is having too many thing in place is just like pack of all sollution at single stop, the incedent, service request, change riase, automator, as well collabration beetween many apps and services
What do you dislike about the product?
there are some module wich can be improved like asset management and admin predifiend roles
What problems is the product solving and how is that benefiting you?
I used it to solve the onboarding and offboarding for the employee mainly, other then that helping on change management and automation on service request
Doesn't handle large businesses, missing lots of simple features and efficiencies
What do you like best about the product?
Interface is simple and easy for users to work with.
Has lots of features such as tickets, tasks, change management...
Can be customized, a little.
Has lots of features such as tickets, tasks, change management...
Can be customized, a little.
What do you dislike about the product?
The features don't flow together - ie you can't get a list or a page that shows all your tickets and tasks in a single view, as they're all separate modules.
Compared to other tools, many features and links are hidden down behind hamburger menus, instead of being buttons on the screen - lots of extra clicks.
Bad UX/UI for agent screens - other tools fit the content on the screen, but FreshService requires lots of scrolling and clicking
Compared to other tools, many features and links are hidden down behind hamburger menus, instead of being buttons on the screen - lots of extra clicks.
Bad UX/UI for agent screens - other tools fit the content on the screen, but FreshService requires lots of scrolling and clicking
What problems is the product solving and how is that benefiting you?
It's trying to be a service desk ticketing tool, as well as one that flows on to change management and task management. It does handle all these features for us - it works fine for people that only need to use 1 of these features (eg service desk doing incident management, end users raising tickets, ...) however for people that need to operate on multiple features, or for power users, it's poorly designed and inefficient.
robust tool for IT
What do you like best about the product?
I like Freshservice’s intuitive interface because it makes navigating and managing IT tasks straightforward. Its user-friendly design streamlines ticketing, automates repetitive tasks, and provides clear visibility into service performance, making it easier to handle IT issues efficiently.
What do you dislike about the product?
One of the main drawbacks of Freshservice is its limited customization options compared to some other IT service management tools. While it offers a range of features, there are constraints on how extensively users can tailor certain elements to meet very specific organizational needs. For instance, while you can create custom fields and modify workflows, there might be limitations in adapting certain aspects of the interface or functionality as flexibly as you might with other platforms.
What problems is the product solving and how is that benefiting you?
Freshservice solves the problem of managing IT issues by centralizing ticketing, automating routine tasks, and improving team collaboration. It benefits users by streamlining workflows, reducing manual effort, and enhancing service efficiency, leading to faster issue resolution and better overall productivity.
Perfect IT Sollution
What do you like best about the product?
The fresh service toll is helpfull for the day to day desk management, the scheduler feature is awesome where we can set the auto creation of service request to perfom certain task. change manement incuding the CAB
What do you dislike about the product?
none of the limition as of now, it covers all the requirement what we need,
What problems is the product solving and how is that benefiting you?
Fresh Service helping our service request flow very smooth for the operation, we are using the change management module for the changes it may cover all the part that require for the process, we can very well define the priority, criticality as well as CAB. asset managment module is also very usefull to keep proper track of assets
All over Admin Solution, Problem Solver
What do you like best about the product?
Ticketing Tool, Change Management, Approval Process, SLA Management
What do you dislike about the product?
Limitation like unable to apply all required modification
What problems is the product solving and how is that benefiting you?
All kind of users request
User Helpdesk
What do you like best about the product?
Ticketing system and support, asset managment, admin dept tickets
What do you dislike about the product?
there are some limitation while modifing the home page as require
What problems is the product solving and how is that benefiting you?
User request for noramal day issues, and we can guid them properly with the freshservice tool
Examen FS
Qu'aimez-vous le plus à propos de the product?
Réponse automatique de billetterie, automate de flux de travail, etc.
Que n’aimez-vous pas à propos de the product?
Moins d'intégration principalement des plugins orchestraux payants
Quels sont les problèmes que the product résout, et en quoi cela vous est-il bénéfique?
Nous l'utilisons pour notre système de billetterie informatique interne. Il est facile à intégrer avec G Suite pour créer des déclencheurs de tickets provenant d'e-mails, etc.
Integrations available with third parties and easy to use
What is our primary use case?
What is most valuable?
I like that a lot of integrations are available with third parties. Another one would be ease of use. It's very handy and very easy to use.
The change management feature of Freshservice is very useful, handy, and easy to adapt to your needs. We use it for all of our change management.
It has an AI add-on called Freddy, and it's really good. It's really pretty good for what it is meant to do. There are improvement areas for it.
For instance, it has a feature for analyzing similar cases, but you cannot give feedback to let it know which case is indeed similar or which is not. But for what it is meant to do, it does a pretty well job.
What needs improvement?
There are requirements, not only from our side but from different users worldwide. I work with some community groups worldwide, and we have been placing several requests.
So, there are a few areas of improvement for this solution, like enhancing reporting for project management, which is also a feature it has, and some others.
For how long have I used the solution?
We work on a daily basis with Freshservice from Freshworks.
We have been using it for almost four years. Three years on the app.
What do I think about the stability of the solution?
So far, we have not had any issues with stability. It works pretty well.
What do I think about the scalability of the solution?
The scalability of this solution is very impressive. You can increase the usage, data types, and other stuff. So, it's very handy.
How are customer service and support?
The support is great.
How would you rate customer service and support?
Positive
Which solution did I use previously and why did I switch?
Other solutions we use include Zoom and HCL Domino. That's our daily use. We, of course, work with Microsoft Office and other stuff, but those are the main ones we work with on a daily basis.
How was the initial setup?
The complexity of the initial setup depends on your needs. It can be complex, but more than complex, it's long. It's a long process. It could be pretty straightforward, but it can be long.
So, depending on your internal needs, it might turn out to be complex. It took us four months to deploy it, from the very beginning to the end.
It is very resourceful. It has a lot of resources. In order to maintain it, there is a very vibrant and active community that I work with. So that makes maintenance easy. They have several support options for maintaining it. So, it's very simple to maintain.
What about the implementation team?
I subcontracted a third party, a partner, to implement it.
What was our ROI?
The return on investment is good.
What's my experience with pricing, setup cost, and licensing?
We're on the pro model and the pro license.
It is kinda expensive. There are several licensing options. We don't use the higher license model, which is very, very expensive. So, there are three options, but they are limited, as with many solutions. But the full, complete solution is very pricey.
What other advice do I have?
Overall, I would rate it an eight out of ten. There are a few improvement areas, but it is pretty good. Again, we use it on a daily basis. We love what it does, but there is always room for improvement.
Examen de Freshservice
Qu'aimez-vous le plus à propos de the product?
C'est facile à utiliser et vraiment convivial.
Que n’aimez-vous pas à propos de the product?
il n'y a pas de concurrence jusqu'à présent, vraiment facile à utiliser
Quels sont les problèmes que the product résout, et en quoi cela vous est-il bénéfique?
Chaque fois que j'ai des problèmes concernant l'administration informatique, je dois simplement soumettre un ticket et le problème est résolu.
Solution de support parfait
Qu'aimez-vous le plus à propos de the product?
J'aime la flexibilité et la facilité de créer des automatisations et des flux de travail.
Que n’aimez-vous pas à propos de the product?
Trouver quelque chose de négatif autre que l'intégration directe avec des services comme ZenDesk est difficile. Tous nos partenaires externes n'utilisent pas FreshService, mais j'aimerais m'intégrer directement dans l'autre système de billetterie qu'ils utilisent.
Quels sont les problèmes que the product résout, et en quoi cela vous est-il bénéfique?
Agrégation et corrélation des problèmes
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