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A for Freshservice
What do you like best about the product?
I love the ease of submitting and organizing tickets.
What do you dislike about the product?
It's difficult to integrate into other teams.
What problems is the product solving and how is that benefiting you?
We are making the process of reporting incidents much more efficient.
Very good
What do you like best about the product?
Besides their good system, they have a awesome support
What do you dislike about the product?
When the user reply an e-mail it creates a new ticket
What problems is the product solving and how is that benefiting you?
We're able to provide helpdesk for our customers
Great Job
What do you like best about the product?
It simple to use booth for employee and IT specialist. It's flexible and it allows to show to the IT the entire mount of issue and work on for build strategy asset based on the statistic provided by Fresh service portal
What do you dislike about the product?
Nothing special. Once you learn how to use (and it's quite simple) there is no particular point of dislike
What problems is the product solving and how is that benefiting you?
All IT case are mapped on Freshservice. We had the opportunity to make some stats based on the case opened and find out some solution to improve our system.
Very well rounded tool
What do you like best about the product?
Analytics informations avaliable. Reports and such
What do you dislike about the product?
In the begging and notice some lags on the peformance
What problems is the product solving and how is that benefiting you?
Infrastructure management. Identify improvement oportunities on our work dynamic.
Solid Helpdesk System for small company
What do you like best about the product?
Quick customer service help, works out of box with limited setup needed
What do you dislike about the product?
surveymonkey app has been down for some time now.
What problems is the product solving and how is that benefiting you?
1. Helpdesk
2. Asset tracking
3. Solution Knowledge Base
2. Asset tracking
3. Solution Knowledge Base
Recommendations to others considering the product:
I selected Freshservice after reviewing 5 other options. The sales/support staff was very helpful with my setup and selection. The program is easy to setup and easy to use. The only issue that I have is that Survey Monkey App has been down for a few months now.
Excellent ITSM for the price.
What do you like best about the product?
Best way to take control of the operations of the IT departments. metrics , and tracking of all the reports and agents roles.
What do you dislike about the product?
I can´t configure the survey form. We have no Chat, so we can´t open any incident or change through this way.
What problems is the product solving and how is that benefiting you?
Incident, change and problems Managements. Asset Management Control and Service Catalog
Best HelpDesk Solution For the Price
What do you like best about the product?
It's a very customer focused solution. It really focuses on communicating with customers through email. When we switch helpdesk solutions, none of our clients even realized we were doing anything different systematically. But they did notice that we had upped our communication game.
What do you dislike about the product?
The Asset management piece is really weak and we're looking for other solutions to fill the void.
What problems is the product solving and how is that benefiting you?
We were able to automate a lot of our helpdesk and it refocused our team to communicate better with our clients when solving tickets.
108ideaspace Feedback
What do you like best about the product?
I like the user-friendly dashboard, also it's very effective to handle client service. This tool allowed us to manage support effectively.
What do you dislike about the product?
Few more features are required for connecting with other tools. We wanted to connect it with hubstaff but we could not.
What problems is the product solving and how is that benefiting you?
Client service. We are using it completely for support & its working awesome for us.
Recommendations to others considering the product:
I think you should definitely try this, Awesome tool with very cool features & It is the very clean system to use.
Awesome tool that is still constantly growing and improving.
What do you like best about the product?
Functions are quick and robust with lots of room to customize to meet our specific needs especially in relation to our HelpDesk processes.
What do you dislike about the product?
Project Management Module is a little lackluster making it hard to associate Project task with tickets. (Would be helpful based on our current processes)
What problems is the product solving and how is that benefiting you?
Improving our helpdesk management and execution.
Recommendations to others considering the product:
Structured and simple to use tool to help with implementation of ITSM framework.
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.
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