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Excellent experience transitioning from a competing product
What do you like best about the product?
Customer support has been with us every step of the way.
What do you dislike about the product?
Not 100% of data transferred over, but it is a reality when transitioning from one system to another.
What problems is the product solving and how is that benefiting you?
We have been able to unify our asset inventory and ticketing system into one tool.
Recommendations to others considering the product:
Contact your sales rep regarding custom plans.
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Great intuitive tool - perfect for fast-moving teams
What do you like best about the product?
Very easy to setup and get branded and customised to your needs.
Intuitive user interface - simple for staff to log tickets, feedback surveys built-in help track customer satisfaction.
A really simple admin interface means its simple for key stakeholders to make adjustments to workflows, ticket routing and assignments on the fly without days/weeks of training... we now track all of our regularly occuring scheduled tasks via the tool
Intuitive user interface - simple for staff to log tickets, feedback surveys built-in help track customer satisfaction.
A really simple admin interface means its simple for key stakeholders to make adjustments to workflows, ticket routing and assignments on the fly without days/weeks of training... we now track all of our regularly occuring scheduled tasks via the tool
What do you dislike about the product?
No real-time reporting means regular exports of tickets/problems/changes into Excel are required
API has maximum number of returns - can't return everything in a query to then use in dashboards/real-time views
API has maximum number of returns - can't return everything in a query to then use in dashboards/real-time views
What problems is the product solving and how is that benefiting you?
Very quick to setup, greater user engagement with IT service desk, wider take-up from a wider IT teams in IT service management processes.
Ability to quickly escalate and verify SLAs.
Ability to quickly escalate and verify SLAs.
Recommendations to others considering the product:
Setup a trial - its extremely quick to do so, and test out the admin features and rules; very intuitive and extremely simple to get what you need done quickly.
Efficient response indeed
What do you like best about the product?
After I raised the ticket, the response came in like within 5min, it's really quick considering part of my job is doing helpdesk support.
What do you dislike about the product?
The explanation of my question is not that kind of convincing, but I can get the idea though.
What problems is the product solving and how is that benefiting you?
Freshservice provides a great helpdesk platform for my company.
The new UI is outstanding
What do you like best about the product?
As a consultant, it's my job to find the best solutions for our customers. One of the best options out there for ITSM implementation is Freshservice. The simplicity is one of a kind. The platform is very user-friendly and intuitive, that means easy to setup and manage it. Complied by ITIL standards, Freshservice provides problem, release, change, incident, project management and beyond. I like the new UI, it's very refreshing compares to the old one.
What do you dislike about the product?
It should have compatibility and native integration with SAP tools. Also, the inventory management should indicate in/out assets.for the different facilities. Other than that, it seems fair to say that this solution is one of the best.
What problems is the product solving and how is that benefiting you?
Freshservice even though is a an ITSM solution, it can work as a help desk platform providing support for multiple clients and inner users within the organization.
Recommendations to others considering the product:
It's an aggressive competitor within the ITSM platforms in our current market. Highly recommended.
A well-rounded service with a lot of options
What do you like best about the product?
I can customize the portal to be exactly what I need.
What do you dislike about the product?
There are so many customization options that it can be intimidating to get started.
What problems is the product solving and how is that benefiting you?
It allows us to better track incidents on our network and with our users before they become larger problems. We are able to look at trends and focus our attention where it is needed most.
Recommendations to others considering the product:
Give the demo a try and really take time to dig into it. There are a lot of features and it takes time to understand how they can work together.
A fairly new user's experience so far
What do you like best about the product?
The mobile app is convenient, especially now that support helped me figure out how to use custom views to see just the tickets with a certain tag. It is easy to set up views on the web, and I like keeping a browser window open on half of my secondary display.
What do you dislike about the product?
Some features are not intuitive, like how replying via email to tickets works. I did some testing regarding this, and it turns out different affects are applied to the ticket (e.g. adding a private note, posting as a reply, etc.) depending on who is replying via email. I suppose it would make more sense if I read the documentation, but I love services that are easy enough to use that it's usually unnecessary.
What problems is the product solving and how is that benefiting you?
We're tracking coworkers' tech issues, keeping records on our asset inventory, and building a knowledge base of articles for our organization. The feature set supports these needs rather well.
Recommendations to others considering the product:
It meets my overall expectations of what a service desk platform ought to be. It provides the necessary tools for us in IT to be effective and efficient at what we do. If you want to see tickets with a specific tag on the app, be sure to set up a custom view in the web version, save it, and then you should be able to select it in the app. It took me contacting support to learn that, but I was happy once I tried it and found it works great.
IT Manager
What do you like best about the product?
The interface is easy to navigate and fairly well laid out.
What do you dislike about the product?
The $0.02 per month charge for devices using their discovery tool. I can see paying a one time fee per device, but to have to play recurring costs on devices seems cost prohibitive. We chose to manually create our Assets. The fact there are so many "standard" or "base" assets pre-configured that can not be deleted is a bit cumbersome.
What problems is the product solving and how is that benefiting you?
We had no help desk in place at all. To implement a ITIL compliant solution with a CMDB significantly reduces the time we spend looking for information about users and assets on every call.
Great Service/UI
What do you like best about the product?
I was able to get quick service and got all of my questions answered. We use Freshservice as well and haven't had any problems. The Service catalog is a nice add-on feature
What do you dislike about the product?
I can't really say I dislike anything about freshservice at the moment. Can possibly improve on search for old tickets. Seems like if I were to search for iPhone X requests, it doesn't really show relevant tickets.
What problems is the product solving and how is that benefiting you?
Easy way to answer and manage employee requests.
Good app that helps our efficiency
What do you like best about the product?
Communication with users is great. The interface is easy to use for both technicians and requesters. This program increases our efficiency and our users are very happy with the increased functionality.
What do you dislike about the product?
Asset management is confusing. Admin settings don't do what you'd think or are in a different place than you'd expect, sometimes. Customization is easy, but undo-ing changes without reverting to the default is not supported-- Make a backup!
What problems is the product solving and how is that benefiting you?
Modern ticketing system that allows us to better communicate with our constituents. We have seen happier customers, increased efficiency, and a much better platform for incident tracking.
Easy ITIL compliant helpdesk system
What do you like best about the product?
FreshService offers a very simple to use, but powerful helpdesk system with an integrated CMDB.
What do you dislike about the product?
The relationships allowed in the CMDB are not as flexible as I would like, but they are functional. The system probe / agent is not as configurable or as intelligence as I would like. The CMDB could also use a the ability to add generic 'notes' onto assets.
What problems is the product solving and how is that benefiting you?
Centralized helpdesk with related CMDB.
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