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Easy to create tickets
What do you like best about the product?
The user friendly interface is easy to work with.
What do you dislike about the product?
The text formatting for email notifications not working fine.
What problems is the product solving and how is that benefiting you?
Working on the iPad.
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Best Help Desk Product
What do you like best about the product?
Easy implementation, user friendly, ticket submission any device any where
What do you dislike about the product?
Imported tickets from our previous application and their affect on performance reports. Inability to exclude them from current reports
What problems is the product solving and how is that benefiting you?
Overwhelmed support teams, ability to auto assign tickets and allow staff to work the problems instead of managing the tickets
A great cost effective service desk platform
What do you like best about the product?
The web based product is easy to set up and configure. Cost is on a per user bases that can be adjusted realtime and charges are prorated.
What do you dislike about the product?
Billing needs improvement. When adjusting user counts, I could sometimes see many bills in week.
What problems is the product solving and how is that benefiting you?
We route our customer voicemail and email requests through Freshdesk.
Great Helpdesk system
What do you like best about the product?
cloud system, easy to navigate, easy for the end user to submit tickets to (portal and email), administration of the system is very user friendly and straight forward as well
What do you dislike about the product?
advanced reporting part of higher cost plan, overall a great system and no other complaints.
What problems is the product solving and how is that benefiting you?
we can now use the system for metrics and reporting of our daily/weekly helpdesk activity.
Extremely polished ticketing system
What do you like best about the product?
Powerful yet easy to use. At previous jobs I have also used Autotask, ConnectWise and Jira. Can safely say this is by far my favourite.
What do you dislike about the product?
Nothing major. Weird email setups on the user side can sometimes confuse the system and result in new tickets generated (instead of notes amended to existing systems).
What problems is the product solving and how is that benefiting you?
Service requests: Easy for us to create request items (e.g new desktop computer) and force users to provide all the required details to submit the request. Combined with powerful automation a lot of the ticket admin is done for us on many of our tickets.
Incidents: Nothing much to say here, create and use tickets to manage incidents.
Asset management: Track asset info, relationships, etc. using the CMDB.
Incidents: Nothing much to say here, create and use tickets to manage incidents.
Asset management: Track asset info, relationships, etc. using the CMDB.
Very powerful tool
What do you like best about the product?
Dispatcher, service catalog, the ticketing system and scenario automation.
What do you dislike about the product?
not that i know off. But if i get to know, i will update my review
What problems is the product solving and how is that benefiting you?
Helpdesk ticketing, asset tagging, etc
Recommendations to others considering the product:
yes
Freshservice fits my company's needs perfectly
What do you like best about the product?
It's great having all of our helpdesk tickets and other requests all in one location/system for easy filtering and searching.
What do you dislike about the product?
I don't like how it doesn't seem possible to default (or save a Favorite) with certain criteria selected.
What problems is the product solving and how is that benefiting you?
We are solving our needs of using Freshservice as a helpdesk system. When users send an email to our IT department, these emails are automatically set up to create tickets in Freshservice.
FreshService
What do you like best about the product?
I like the ease of use
The ability to use the free account
The ability to use the free account
What do you dislike about the product?
Nothing at all we really like this product.
What problems is the product solving and how is that benefiting you?
We needed a help desk system but could not afford one. The ability to have a help desk system
Recommendations to others considering the product:
Like it
we hope to be able to find a way to fund the pay service soon
we hope to be able to find a way to fund the pay service soon
Awesome service
What do you like best about the product?
We switched from an in house solution to this and we couldn't be happier with the switch
What do you dislike about the product?
We are an MSP and I wish we could have portals not just for engineering but for all of our clients as well.
What problems is the product solving and how is that benefiting you?
Our biggest issue that we resolved is that previously we were able to close tickets without any kind of notes or time stamps and that was a huge issue for some of our engineers
Joe's Freshservice
What do you like best about the product?
integrates with a crm, chat and customer facing help desk service
What do you dislike about the product?
too many options make setting up intimidating
What problems is the product solving and how is that benefiting you?
handling internal bug squashing
Recommendations to others considering the product:
excellent support! probably the reason why i stayed. the setup can be a challenge otherwise. also, good integration with other freshdesk apps.
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