External reviews
External reviews are not included in the AWS star rating for the product.
Easy to use.
What do you like best about the product?
The user interface is simple to understand. When viewing tickets and looking at the invetory list everything looks good.
What do you dislike about the product?
Some settings are hard to find. For example whit our IT Ticket use case creating projects is a tedious process.
What problems is the product solving and how is that benefiting you?
IT Ticket solution, inventory tracking, and analytic reports have helped improve our workflow making our team more productive.
- Leave a Comment |
- Mark review as helpful
It is a great ticketing system.
What do you like best about the product?
User experience and its API which makes it easy to integrate with other systems.
What do you dislike about the product?
User experience cab little more better and ease of provisioning accounts through API
What problems is the product solving and how is that benefiting you?
Freshservice makes the Incident management process easy and hassle free to manage
Affordable ITIL ITSM Solution that is constantly expanding
What do you like best about the product?
Appreciate the out of the box ITIL standards for ticket and service management, as well as the always expanding features. The features that it has brought on board in the last two years have made ot robust.
What do you dislike about the product?
Not quite as robust as a tool similar to service now that brings expanded features for alternative departments. Fresh has the potential to be an enterprise digital transformation platform, however they are not there yet.
What problems is the product solving and how is that benefiting you?
Out of the box ITSM solution unlike Zendesk that is just a helpdesk or ticketing system. The robust features for landing pages, problem management, integrated project managemern, incident and service request management make it a great tool for our environmentl.
Simplifies and streamlines our local IT operations
What do you like best about the product?
It's a simple and powerful tool to streamline all IT operations, from hardware overview to ticker handling. And with the new Workspace feature even more teams and processes can be automated and simplified. Overall, one of the best tools for IT Operations that I've worked with so far!
What do you dislike about the product?
Some parts of the automations are quite tedious or missing features. I would for one like to be able to call any field within the tenant for automation or creating child tickets for certain requests but currently to so require webhook/ API calls wich can be quite complex at times. Another feature I would like bigger improvements on is the Status page and to be able to create multiple pages and share with different groups based on what's relevant for that group.
What problems is the product solving and how is that benefiting you?
For me, Freshservice is solving most, if not all, problems revolving Enterprise IT Operations. From automating SaaS deployment to monitoring the hardware stack, handling tickets and tasks and even onboarding / offboarding flows. Right now I'm looking forward to the coming release of the Workday integration to fully utilize a full automation of the onboarding and offboarding flows!
Ticketing tool and easily accessible
What do you like best about the product?
For the past 1 year, fresh service help me keep everything easily accessible and efficient. I can share all the problems and have prompt ticket resolution. It is easier for our team to work together.
What do you dislike about the product?
Exceptional case.
and using a tool like this can feel less personal than talking directly calling and resolving the issue. Also we see more options like in mobile asset there is sim then imei then model then colour then weight which is not much required.
and using a tool like this can feel less personal than talking directly calling and resolving the issue. Also we see more options like in mobile asset there is sim then imei then model then colour then weight which is not much required.
What problems is the product solving and how is that benefiting you?
Freshservice allows me in tracking the issues via mails, web based portal, tasks, and questions in one place. Its more productive and benefits me for prompt support.
Fresh Service is a very efficient tool.
What do you like best about the product?
I like the Analytics page for starters. Very easy to create dashboards without having to download an excel sheet and then develop a report.
What do you dislike about the product?
Nothing really. It is a user friendly tool
What problems is the product solving and how is that benefiting you?
Well - as a HR team that gets numerous requests every day, it has helped us better support our staff and also has kept us efficient as a team
Well thought out
What do you like best about the product?
Freshservice is a tool that I really love. As a company who is growing and building an IT support team it had some pretty key features that were nice for managing a team. The cherry on top is the ability to modify built in tables with custom fields, and setup automations however needed. Another feature I really liked is when forwarding emails into freshservice it would set the requester on the ticket as the person who sent the intiall email, huge help.
What do you dislike about the product?
We winded up moving away from Freshservice becuase my team was offered a free tool as part of our RMM software, its no where near as good of a tool and now I revered back to handling alot of support on my to do list instead of a ticketing system, but I was outvoted.
What problems is the product solving and how is that benefiting you?
A great way to organize tickets and make sure things are getting addressed properly.
Freshservice is a very versatile tool to use in Helpdesk.
What do you like best about the product?
What I like most about Freshservice is that it is very easy to use, it is truly intuitive, and it is up to date with ITIL standards. I am very happy with the use of this tool.
What do you dislike about the product?
I have not yet found anything that I dislike about Freshservice, as I mentioned earlier it is very versatile and is constantly updated to provide the best user experience.
What problems is the product solving and how is that benefiting you?
In the company, it was very difficult to see the traceability of the incidents reported by users. With Freshservice, everything changed, as the traceability of the incidents and the solutions we provide are maintained over time. Additionally, cases are assigned according to the agent responsible for that application. On the other hand, the SLA configuration allowed us to address cases with the priority they require.
Excellent experience for beginners
What do you like best about the product?
The tool is easy to configure and the application proved to be very simple to use.
Freshdesk proved to be very robust in several ticket creation situations, chat interactions and automations
Freshdesk proved to be very robust in several ticket creation situations, chat interactions and automations
What do you dislike about the product?
There are many versions of the tool for each type of product and it is difficult to know which version of the product we are and what we are missing in other versions.
We miss easier integration and customization between Freshdesk and Freshsales. Some limitations did not create separate applications
The little flexibility of the number of fields in custom modules also made us pivot some solutions already implemented in Freshsales due to the growth of some business rules
We miss easier integration and customization between Freshdesk and Freshsales. Some limitations did not create separate applications
The little flexibility of the number of fields in custom modules also made us pivot some solutions already implemented in Freshsales due to the growth of some business rules
What problems is the product solving and how is that benefiting you?
The company I work for didn't have a customer service area set up for scaling and that's why freshworks served us well. It also resolved our customer management for the commercial team, who can now see our customer base in the palm of their hand.
Excellent help desk application (ITIL in its best version)
What do you like best about the product?
What I like most about Freshservice is the ease of use in both the placement and management of tickets, agents, changes, problems, projects, and everything seen in ITIL.
What do you dislike about the product?
the truth is that I still can't find anything I dislike about this tool, as it is very versatile, easy to use, and intuitive
What problems is the product solving and how is that benefiting you?
The support with Freshservice is really good and fast, from the commercial side also the assignment of licenses and payment methods are very quick and easy respectively, and Freshservice has helped me to completely improve the help desk, from ticket assignment, priority management for them with the configuration of SLAs to ticket traceability.
showing 231 - 240