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An intelligent solution for an evolving IT environment
What do you like best about the product?
The simplicity and ease of use. We promote the use of our SelfService portal and over 40% of our work is generated in this way.
It work like an email system, allowing you to easily see a "conversation" and interact with the customer with ease.
It work like an email system, allowing you to easily see a "conversation" and interact with the customer with ease.
What do you dislike about the product?
Admin settings can be confusing at first, so I would recommend some additional training, support in this area to get the most out of the system.
What problems is the product solving and how is that benefiting you?
We are support approx 7000 customers and this tool enables us to support them more efficiently and effectively. A customer friendly tool is paramount to promoting self-help. Over 40% of our tickets are created in this way which saves everyone alot of time.
In my small Helpdesk team, we can safely support high volumes of customers knowing that our system is reliable, simple and customisable in an instant.
In my small Helpdesk team, we can safely support high volumes of customers knowing that our system is reliable, simple and customisable in an instant.
Recommendations to others considering the product:
Get to know the backend and admin side of the system as much as possible. This will help alot with future development and customisation
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Actively developed and well supported
What do you like best about the product?
This software is actively developed and development appears to be guides by community feedback.
What do you dislike about the product?
There has been an instance when an account upgrade went wrong. There is some work to do on their backend to improve reliability and recoverability. I would like to see better integration with MS Teams/ToDo/Planner/PowerBI as this would greatly improve the utility of the tool for project based work.
What problems is the product solving and how is that benefiting you?
IT Ticketing, Process Documentation, Asset & Contract Management, Hardware Procurement and workflow processing.
Recommendations to others considering the product:
Try and really push the boundaries during the trial with your 'edge cases'. Test everything you think you can do to be sure you can actually do it. Also check to see if you can get the reporting you need. The inbuilt ones don't suit our needs satisfactorily and the ability to use other platforms for reporting are limited by the integrations / API.
It was a great experience
What do you like best about the product?
I liked the speedy response to my issue and that it wasn't delayed. most service tickets can take up to hours if not days and this wasn't the case here.
What do you dislike about the product?
everything was great and I have no bad thing to say.
What problems is the product solving and how is that benefiting you?
it has helped our company immensely
A Solid and Ever-Improving ITSM Tool
What do you like best about the product?
The simplicity of FreshService is outstanding. This helps my agents continue to be exceptionally efficient.
The ease and ability of creating automated scenarios/actions based on events helps juggle our ever-increasing workload!
The ease and ability of creating automated scenarios/actions based on events helps juggle our ever-increasing workload!
What do you dislike about the product?
With being so simple there are some things that FreshService needs to improve on.
What problems is the product solving and how is that benefiting you?
Easy and efficient ticket assignment/timelines and audit trails for all Incidents & Service Requests.
I'm a fan
What do you like best about the product?
The ticket system is easy to get off the ground. Support is great.
What do you dislike about the product?
I wish the project management tools were offered in a lower plan. I can get those features from competitors for less than Freshworks is charging for them. It would be really nice to have my project management software and ticket system be the same thing.
What problems is the product solving and how is that benefiting you?
We're using it for our internal IT ticketing system. We've finally gotten away from managing our incidents with email messages from our co-workers.
Recommendations to others considering the product:
Test everything, train your users to call IT if there's an email or internet outage (since you won't get the notifications from the ticket system - you think it would go without saying... but users are users).
Great Help but I don't have much experience with the product only support
What do you like best about the product?
They were able to resolve my issue in a timely manner
What do you dislike about the product?
It was very loud in the background on the call making it very difficult to here the individual
What problems is the product solving and how is that benefiting you?
We just took over Freshservice from another vendor on Friday so we unfortunately have not had a chance to really use it yet.
It gets the job done.
What do you like best about the product?
It is a simple UI that does as advertised. It's hard to really argue with it. It functions perfectly, quickly, and it's hard to beat simplicity wise.
What do you dislike about the product?
The recent UI update is kind of tryhard-ish. It is simplified even further but I don't like the graphics and minimalism.
What problems is the product solving and how is that benefiting you?
We are using Freshservice as a help desk solution for one of our major clients.
Recommendations to others considering the product:
Keep the UI SUPER SIMPLE and technician / consultant / IT guy-friendly. I don't want my UI dumbed down to what an end-user would see. Keep it simple, functional, but also don't dumb it down. If that makes sense.
Using FreshService
What do you like best about the product?
I've been using FreshService ever since I joined my new IT team. It's a really intuitive and easy to use too.
What do you dislike about the product?
The reporting is a bit lacking still. For example, I cant generate reports based on the category fields I've setup.
What problems is the product solving and how is that benefiting you?
IT services are being managed through it.
Amazing Product
What do you like best about the product?
Although this tool was designed for an IT infer structure, we have been able to utilize it for out operations support desk. It allows for planning, support, and contract management. Technical Support has been OUTSTANDING!
What do you dislike about the product?
There are a few frustrations, specifically around non-customizable fields, but we have been able to work around most of these.
What problems is the product solving and how is that benefiting you?
Within this tool, we have created a one stop solution desk, customized for our specific needs
Fresh Service
What do you like best about the product?
As simple as the day is long, You ask for any help whether it is a small question or an elaborately detailed concern, they are top notch all then way through.
What do you dislike about the product?
Nothing to dislike, I keep waiting for what s next and allowing this system to assist in all my needs.
What problems is the product solving and how is that benefiting you?
Speed and availability for the not so computer literate client. Ease of operation.
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