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Quality software and service
What do you like best about the product?
The customization's are easy to figure out on any technical level and work seamlessly. Being able to copy and past images into comments and replies is something that we found other services were missing. With FreshService, this is quick and easy and helps us explain solutions to our internal users.
The customer service has also been quick, accurate and friendly every time I have used it.
The customer service has also been quick, accurate and friendly every time I have used it.
What do you dislike about the product?
The naming convention on the "Global Support Email" gave us some trouble in the beginning and we had to customize that process to fit our needs.
What problems is the product solving and how is that benefiting you?
We use it as a ticketing system for our internal users and keep those tickets as a knowledge base for future similar issues. We have two accounts within one subscription and have been able to easily keep them apart within our service. Customizing rules, groups and roles is extremely easy and create a very high functioning environment for both teams.
Recommendations to others considering the product:
Entering a ticket should be quick, easy and searchable; with FreshService, all of these are possible and easily attainable goals. Copying and pasting images directly into the comment feed should be something that is common among similar knowledge-based systems, but it is not and can be quite a hassle saving and uploading every image.
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FreshService SMB's IT dept's best friend
What do you like best about the product?
I love the simplicity of the interface but with all the functionality I need to run my small business (100+- employees) IT department.
What do you dislike about the product?
Simpler SSO SAML integration with G Suite
What problems is the product solving and how is that benefiting you?
Keeping track of all our tickets and keeping employees informed of their tickets
Recommendations to others considering the product:
Best quality for price better than toher software that costs $$$
Great customer service
What do you like best about the product?
Although FS is completely different from our previous ticketing system and sometimes lacking needed features, the customer service team are great at doing their best to find workarounds - including custom coding to implement the things we need
What do you dislike about the product?
Nope, nothing I can think of that I dislike
What problems is the product solving and how is that benefiting you?
Has allowed us to save money whilst servicing more customers
I find freshservice a good tool for IT support
What do you like best about the product?
it is easy to use this product and like this product to be fullfilling that.
What do you dislike about the product?
need more user friendly reports, sometime I feel its missing good reporting
What problems is the product solving and how is that benefiting you?
Incident management, good tool to work as an IT support
Quick and easy
What do you like best about the product?
Responses from the support team are quick to my multiple questions with prompt answers and resolutions being provided. Freshservice itself is easy to use from both the app and within a web browser. There are a number of admin features which I have utilised which ensures our users have a better user experience. The ability to link with Google is a very useful feature for us.
What do you dislike about the product?
Nothing, at this moment in time I have no complaints. I would like to see additional functionality such as the ability to automate an option within a drop down on the form fields. We are planning on adding a new drop down on the form field just for agents however, this field will be mandatory only for the IT department. At the moment I'm trying to automate this so for the departments who will not use this drop down will automatically be selected as no.
What problems is the product solving and how is that benefiting you?
We use Freshservice for multiple departments such as IT, Payroll and HR. We can communicate quickly with our users. This gives us the ability for multiple agents to view tickets across departments when required. Due to how robust the software is we are planning on adding additional departments.
Recommendations to others considering the product:
I would recommend that others utilise the admin features to reduce the administration time where possible. Things such as the dispatch'r should be used wherever possible as this automation allows me, who manages to tickets to focus on resolving tickets which allows the business to operate.
Really good ITSM tool to get started fairly quickly
What do you like best about the product?
The features that it provides hits most of the check marks that I have. Real east setup to grt started. Within a year I have added 10 customers to it.
I expect to add customers in next 6 months at a much faster pace.
Recently wrapped up a requirement audit for a major Public Cloud and this tool just amazed even the auditors that it could do so much at such a low cost.
The kind of automation in terms of categorisation and scheduling of tasks is awesome. There could be some improvements too which will really put it in competition with Big leagues, having said that, With the ability to manage the entire operations life cycle is exceptional. Couldn’t have expected more.
I expect to add customers in next 6 months at a much faster pace.
Recently wrapped up a requirement audit for a major Public Cloud and this tool just amazed even the auditors that it could do so much at such a low cost.
The kind of automation in terms of categorisation and scheduling of tasks is awesome. There could be some improvements too which will really put it in competition with Big leagues, having said that, With the ability to manage the entire operations life cycle is exceptional. Couldn’t have expected more.
What do you dislike about the product?
SLA customisation in terms of minimum response time can definitely help a lot. It really doesnt make sense to not allow the customers to set a response time less then 15 minutes. This should be customer driven and not product driven.
Phone channel integration of Freshdesk can definitely be added here too.
Should have better integration with other ticketing tools. Right now it’s complicated as well as doesn’t actually add any value. Look at it like this: If you have to make updates in two ticketing system manually even after creating integration then it means it us really of no use.
Phone channel integration of Freshdesk can definitely be added here too.
Should have better integration with other ticketing tools. Right now it’s complicated as well as doesn’t actually add any value. Look at it like this: If you have to make updates in two ticketing system manually even after creating integration then it means it us really of no use.
What problems is the product solving and how is that benefiting you?
Managing multiple customers with different SLA’s
Recommendations to others considering the product:
Low cost
Easy to setup
Nice workflow automation features
Easy to setup
Nice workflow automation features
Still Evolving
What do you like best about the product?
The product is still evolving, improving whilst always listening to their customers. We really enjoy seeing new features rather new gimmicks.
What do you dislike about the product?
As a service, I cannot complain but in terms of daily usage, we do find the text editor to be lacking. In my opinion, it needs an overhaul allowing for easier, modern editing.
What problems is the product solving and how is that benefiting you?
We are solving more that IT business problems, we have rolled the product out to our HR, Facilities and Financial departments, each having their own instance and end-user portal. The benifits we realised the product offered were more than an *IT*sm tool.
Intuitive and user friendly
What do you like best about the product?
I've been exposed to many ITSM toolsets in the past and, for my current team's needs, Freshservice is excellent. It's simple and elegant.
What do you dislike about the product?
The customer satisfaction functionality is a little limited but would probably meet most organisation's needs. It could be improved by allowing surveys to be sent based on more granular parameters. For example, every tenth ticket resolved the team or by each agent.
What problems is the product solving and how is that benefiting you?
At the moment, we're looking at the customer satisfaction survey functionality to begin measuring our customer's satisfaction
Great ticketing system tool!
What do you like best about the product?
Easy navigation
Simplistic way to setup automated tasks
Organizes desired content accordingly
Simplistic way to setup automated tasks
Organizes desired content accordingly
What do you dislike about the product?
Does not have many customizeable features for specific cosmetic, reporting, or general use.
Does not have VIP designations to be able to distinguish high priority tickets from VIP's in general ticket view.
Does not show technicians that are online unless upgraded to Estate Plan (which isn't a major dislike)
Does not have a global announcement ability for critical company wide outages.
Does not have VIP designations to be able to distinguish high priority tickets from VIP's in general ticket view.
Does not show technicians that are online unless upgraded to Estate Plan (which isn't a major dislike)
Does not have a global announcement ability for critical company wide outages.
What problems is the product solving and how is that benefiting you?
Corporate Service Desk/Desktop Support/NOC.
Recommendations to others considering the product:
Try Fresh Service out for yourself.
Test Period Questions To FreshService
What do you like best about the product?
In our company we are started to create a Service Desk. But whats is the most important thing in the servicedesk... The Tooling!! After some research and googleing... We found Fresh Service. Inside our departmet we spoke about the search results and Fresh Service Became project. During the test period we had some quistions about the functinality and customalisation. We send an e-mail to the account manager, within a day we received an answer from the account manager and 1 hour later a specialist with extra information. We answered the quistions from them and they to us. All this mail communication was within 2 hours. GREAT RESPONSE TIME!!!
What do you dislike about the product?
What do I dislike? I have to fill this in but i don't have it at this moment.
What problems is the product solving and how is that benefiting you?
FreshService is runing as the main Service Desk application.
During the next couple of weeks we are planning to migrate the test FreshService the production.
During the next couple of weeks we are planning to migrate the test FreshService the production.
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