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User friendly & easy to use.
What do you like best about the product?
It is easy to understand. many features to explore.
What do you dislike about the product?
There is nothing to dislike about freshservice.
What problems is the product solving and how is that benefiting you?
its organise ticket for end user to solving theri technical issue.
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Easy to use
What do you like best about the product?
Easyness of the service
Features are very useful
Features are very useful
What do you dislike about the product?
Not major anything
All things are good generally
All things are good generally
What problems is the product solving and how is that benefiting you?
It's very easy to use and helps us supporting the users very smoothly
User friendly and easy to use
What do you like best about the product?
User friendly platform.Easy to use and simple.
What do you dislike about the product?
I am using it since 2 years and nothing dislike about Freshservice.
What problems is the product solving and how is that benefiting you?
Organizing tickets raised by end users.Andd it's very easy to support the end users .
It's easy to filter and search as an end user
What do you like best about the product?
It's Filter and Subdivisions. It's simplified dashboard.
What do you dislike about the product?
Glitch that happened once due to which the tickets were not loading
What problems is the product solving and how is that benefiting you?
It's an amazing tool for managing and handling tickets
Good ITSM with a subpar documentation management
What do you like best about the product?
Freshservice is a nice ITSM and ITAM. Good midrange software between GLPI (ITSM) plus Snipe-IT (ITAM) and ServiceNow.
It was easy to implement. The automation is powerful. The asset management is simplified by the agent.
Most of the time, you can do everything with the built in tools.
The are useful addins. The best ones are created by Freshworks and Effy
It was easy to implement. The automation is powerful. The asset management is simplified by the agent.
Most of the time, you can do everything with the built in tools.
The are useful addins. The best ones are created by Freshworks and Effy
What do you dislike about the product?
However, it's important to note that the Freshservice documentation is currently in an open beta phase. The lack of important features such as Backup and restore, versioning, file and picture management, advanced formatting, language management, etc. make it unusable. We've lost countless hours of work because the solution pages disappeared.
What problems is the product solving and how is that benefiting you?
Freshservice has professionalized the service desk by standardizing processes, promoting transparency, and enhancing communication. Its robust features and automation capabilities have transformed the way service requests are managed, leading to improved efficiency, reduced errors, and a more consistent user experience. This has elevated the level of service provided, contributing to increased user satisfaction and trust in the IT department.
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.
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.
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