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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.
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.
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.
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.
Easy to use
What do you like best about the product?
We use Freshservice to keep track of issues that we have in our own software. It's a huge help that we now have one place where our people can report and track the progress of issues. When we have feedback or problems for freshservice they always help us is a quick and friendly way.
What do you dislike about the product?
Some translation are not completely correct.
What problems is the product solving and how is that benefiting you?
We use Freshservice to provide support within our company. previously people had too call in every issue. Now they can make a ticket themselves drastically increasing the time we have to actually fix the issues.
Cool way to keep your support under control
What do you like best about the product?
Simple to use, great features to keep tracking of a support ticket.
What do you dislike about the product?
Plans are a little bit odd, also I would prefer a simpler interface, and fewer options when capturing a ticket (sometimes just adding a note is enough)
What problems is the product solving and how is that benefiting you?
We had lost track of customer support requests for our Saas, now we can keep everything well documented and we can give a better, faster solution to those requests.
Recommendations to others considering the product:
First, decide if you are going to use it for external customers or internal users. It's a world of difference in terms of configuration.
Quick support service response
What do you like best about the product?
Very quick support responses to tickets and
What do you dislike about the product?
nothing to dislike, everything about the service is great
What problems is the product solving and how is that benefiting you?
Ease of managing and tracking tickets
Freshservice
What do you like best about the product?
Very fresh platform with frequent updates. The responsiveness of their service/support team is impressive. As with any platform, there are areas we would like to see improvements and change, but overall it is a complete system that is meeting our needs.
What do you dislike about the product?
No real dislikes. I would like to see more focus on reporting and notifications. There are many features available in their sister product, Freshdesk, that would be greatly appreciated as part of Freshservice.
What problems is the product solving and how is that benefiting you?
Improving Service Levels is the biggest advantage FS brings to our team and company. We hope to use the product more fully in the future to further improve our customer experience.
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