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A Simplified all around ITSM tool
What do you like best about the product?
We use it daily here,
it'q quite simple to configure and use
Clear interface that allows simple implementation and integration
Fast response by customer support
it'q quite simple to configure and use
Clear interface that allows simple implementation and integration
Fast response by customer support
What do you dislike about the product?
If you need complex configuration you will need to get a hold of the API, which carries a bit of learning coding and API management.
What problems is the product solving and how is that benefiting you?
Managing both Customer facing self service portals and Internal self service support portal with limited personnel.
Standardizing and automating our onboarding/offboarding process, allowing us to interconnect several platforms to FS via the API.
Standardizing and automating our onboarding/offboarding process, allowing us to interconnect several platforms to FS via the API.
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Very good Help Desk platform
What do you like best about the product?
Easy to configure and implement new needs for our company and for the companies that we support.
What do you dislike about the product?
Nothing, everything was good untill now.
What problems is the product solving and how is that benefiting you?
Fresh Service solves the ticket management and SLA
Great Ticketing
What do you like best about the product?
FreshService has greatly improved ticket tracking and follow-through.
What do you dislike about the product?
The only thing about FreshService that I dislike is the amount of time it takes to learn the system. It is so full of options and abilities, that it would take a very long time to feel like I was using the system to it's fullest potential.
What problems is the product solving and how is that benefiting you?
FreshService is providing a method of automatic ticket creation, which helps us to stay on top of all issues that arise for each of our clients and allows us to follow each issue through to its resolution.
Overwhelming
What do you like best about the product?
Faster queue service, Friendly environment not just us users but for the clients too.
What do you dislike about the product?
None at the moment since the tools is very overwhelming.
What problems is the product solving and how is that benefiting you?
The submitted cases is no longer limited than the previous tool.
Great ticketing system
What do you like best about the product?
We love the automation rules we implemented in Fresh service, for example when we set the cases as SO (Solution Offered), Pending, or any specific status, we have implemented a three strikes rule, where follow up emails are being sent automatically. This saves a lot of time because previously in Salesforce this was done manually.
What do you dislike about the product?
So far I don't really dislike something in particular, we are already using this service to handle the tickets, one of our engineers did the ticket migration, and we are still in the process of configuring everything, so nothing so far that we dislike.
What problems is the product solving and how is that benefiting you?
We use FS mainly to handle the cases that our customers are opening either through the portal or by sending an email to the support email address. We also use it for reporting, get the analytics of the cases we are receiving.
Great automation capabilities
What do you like best about the product?
The automation and leverage of auto closing unnecesary tickets
What do you dislike about the product?
It would be great to implement tabs to have several tickets open at the same time and not having to go back and open one by one
What problems is the product solving and how is that benefiting you?
Helping in having the organized ticketing system to work on pour different tasks and marking time for each case taken.
Service Support functions on demand with a great QoS.
What do you like best about the product?
I adopted Freshservice 7 years ago for my Support team, moving over from an archaic CVS style application.
I planned the did the usual expansion workflows and mapping and documentation within my project. It was 3 months from concept to the first mail landing in the queue.
I could list many features - we all in the industry and we know what our gotcha's / MVP's are in terms of metrics and monitoring (Yes, you can even write your own code to calculate values that are not in the system - 7 years I only had 2).
The best feature Freshservice has is its use and how intuitive the platform is end to end. You don't have to re-invent the wheel and the learning and adoption is fast and seamless throughout all the profiles catered to.
This and that how unique the system is in terms of adaptability and drop and drag functionality to customize anything you desire from CSAT's to asset libraries.
Just remember to add a workflow, so that should your instance of Fresh send a confirmation of support - to another helpdesk for any reason, the two platforms will create an internal DDoS - Add the email to a rule to stop processing and remember to maintain the lists.
I implemented Fresh for my support team, and 6 months later, signed up another instance for my IT Team.
I therefore have 2 versions of Freshservice - that confirms it that my IT teams asked to also have the same ticketing system as Ops.
I planned the did the usual expansion workflows and mapping and documentation within my project. It was 3 months from concept to the first mail landing in the queue.
I could list many features - we all in the industry and we know what our gotcha's / MVP's are in terms of metrics and monitoring (Yes, you can even write your own code to calculate values that are not in the system - 7 years I only had 2).
The best feature Freshservice has is its use and how intuitive the platform is end to end. You don't have to re-invent the wheel and the learning and adoption is fast and seamless throughout all the profiles catered to.
This and that how unique the system is in terms of adaptability and drop and drag functionality to customize anything you desire from CSAT's to asset libraries.
Just remember to add a workflow, so that should your instance of Fresh send a confirmation of support - to another helpdesk for any reason, the two platforms will create an internal DDoS - Add the email to a rule to stop processing and remember to maintain the lists.
I implemented Fresh for my support team, and 6 months later, signed up another instance for my IT Team.
I therefore have 2 versions of Freshservice - that confirms it that my IT teams asked to also have the same ticketing system as Ops.
What do you dislike about the product?
It is not always frictionless, in my experience the largest detractor is that when you log an issue / bug / feature you will need to repeat yourself numerous times across multiple meetings - even if you send the most descriptive mail with screen grabs, its generally a meeting, I have a phenomenal relationship with my reseller, who caters to my complex schedule - this took the edge of my frustrations and I now only manage my queries once escalated out.
What problems is the product solving and how is that benefiting you?
Single source of truth and follow the sun / on call schedules, I am discovering new value adds frequently. Currently I am revising the orchestration tools to add a marketplace app for Intune Device Management - allowing me to intergrade with nearly all the Microsoft products (from an Admin and Infrastructure vantage).
I created 1 workflow, with end to end SDLC for out complex and extensive AWS monitoring - granted the workflow runs over 3 modules and multiple conditions, with the workflow taking almost 3 weeks of my time.
The system now does everything from the moment an alert lands from SNS / Guard Tower / Inspector ect that meets any of my multiple conditions and keywords, through to assigning the issue to an engineer and multiple internal processes.
I created 1 workflow, with end to end SDLC for out complex and extensive AWS monitoring - granted the workflow runs over 3 modules and multiple conditions, with the workflow taking almost 3 weeks of my time.
The system now does everything from the moment an alert lands from SNS / Guard Tower / Inspector ect that meets any of my multiple conditions and keywords, through to assigning the issue to an engineer and multiple internal processes.
Good ITSM tools that keeps improving and automating
What do you like best about the product?
Automatision and easy to use for the emplyees. Custom support is fast and really helps you on your way. We use Fresh daily with the whole team so it has to be stable. Easy to integrate with other tools that we use.
What do you dislike about the product?
I would like some more freedom with the layout of the selfservice portal. The option to chose other symbols or a diferant layout
What problems is the product solving and how is that benefiting you?
Key Features for us where.
Freshservice offers a clear and comprehensive overview of tickets, ensuring efficient tracking and management. With automatic ticket distribution, tasks are assigned to the right teams without delay, improving response times and productivity.
It also provide an easy-to-use Configuration Management Database (CMDB), helping us to keep track of assets and their relationships effortlessly. The robust reporting tools enable you to generate detailed insights, supporting better decision-making and performance monitoring.
Additionally, it a dedicated customer portal where users can request new accounts, hardware, and other services, streamlining communication and service delivery.
Freshservice offers a clear and comprehensive overview of tickets, ensuring efficient tracking and management. With automatic ticket distribution, tasks are assigned to the right teams without delay, improving response times and productivity.
It also provide an easy-to-use Configuration Management Database (CMDB), helping us to keep track of assets and their relationships effortlessly. The robust reporting tools enable you to generate detailed insights, supporting better decision-making and performance monitoring.
Additionally, it a dedicated customer portal where users can request new accounts, hardware, and other services, streamlining communication and service delivery.
Nice supercharged support system
What do you like best about the product?
It is highly customizable, to adapt to any type of company.
Automations are great and help you keep customers informed and happy.
Automations are great and help you keep customers informed and happy.
What do you dislike about the product?
Maybe the excess of capabilities can be overwhelming, but once everything is set up properly all works like a charm.
What problems is the product solving and how is that benefiting you?
Have incidents and ticket categorized properly without effort or manual interactions
With Freshservice, we maintain an overview at all times, even with increasing ticket volumes.
What do you like best about the product?
What I particularly appreciate about Freshservice is that all incoming tickets arrive in an organized system. Every request can be tracked seamlessly – nothing gets lost in the support void. Customers receive transparency about the current status at any time through their own portal. And our new service shop is quietly evolving in the background.
What do you dislike about the product?
A disadvantage of Freshservice is the limited expandability of ticket processing. Features like automatic time tracking for TeamViewer, AnyDesk, or phone sessions are currently missing. This would be a relief for us as a service provider. The analytics portal does not always provide the level of detail we need for our reports. As an IT system house on behalf of clients, we sometimes miss the levers to map processes individually. For onboarding and offboarding, we have also built our own solution via the service catalog, which can then be customized for clients through the workflow automator. The onboarding and offboarding process natively depicted in Freshservice may be good for a corporate solution, but not for an MSP.
What problems is the product solving and how is that benefiting you?
Problem
We are still at the beginning with Freshservice and miss essential functions in the ticket system – such as automatic time tracking for TeamViewer, AnyDesk, or phone sessions, as well as in-depth evaluations in the analysis portal. Individual adjustments for our customer workflows are largely missing.
Freshservice Solution
Freshservice offers an open API and an app marketplace through which we can retrofit time tracking integrations for remote tools. Custom fields and expandable reporting dashboards allow us to capture and evaluate exactly the data we need. Automated workflows and webhooks ensure that processes are mapped as we are accustomed to in-house.
Benefits for us
– Less additional effort: Manual time tracking is eliminated, connections run automatically.
– Full transparency: Reports provide the level of detail we need for our customer billing and service optimization.
– Scalability: With ready-made integrations and flexible fields, we can adapt Freshservice to new requirements at any time – without major development effort.
We are still at the beginning with Freshservice and miss essential functions in the ticket system – such as automatic time tracking for TeamViewer, AnyDesk, or phone sessions, as well as in-depth evaluations in the analysis portal. Individual adjustments for our customer workflows are largely missing.
Freshservice Solution
Freshservice offers an open API and an app marketplace through which we can retrofit time tracking integrations for remote tools. Custom fields and expandable reporting dashboards allow us to capture and evaluate exactly the data we need. Automated workflows and webhooks ensure that processes are mapped as we are accustomed to in-house.
Benefits for us
– Less additional effort: Manual time tracking is eliminated, connections run automatically.
– Full transparency: Reports provide the level of detail we need for our customer billing and service optimization.
– Scalability: With ready-made integrations and flexible fields, we can adapt Freshservice to new requirements at any time – without major development effort.
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