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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.
Easy onboarding system
What do you like best about the product?
easy to understand, and implementation with in 2 months
What do you dislike about the product?
User Interface quite confused our team because FW separate team to develop eg. Freshdesk and Freshchat , the data dont sync
What problems is the product solving and how is that benefiting you?
better ticketing system and automation
Moving towards automation
What do you like best about the product?
The automation and monitoring that can be done on the dashboard
What do you dislike about the product?
The maximum amount of storage that can be used for each ticket
What problems is the product solving and how is that benefiting you?
The delay that existed with the SLAs and now there is better visibility for each client
my experience
What do you like best about the product?
It is a good tool for help desk management.
What do you dislike about the product?
Everything I have used I have liked or it meets what I need.
What problems is the product solving and how is that benefiting you?
Create an easier communication for me between my clients and my support engineers.
Excellent tool for our client and the company
What do you like best about the product?
We can solve ticket issues faster and collect more information. This allows us to measure the quality of our services.
What do you dislike about the product?
I would like it to be easier to remove data from the tool.
What problems is the product solving and how is that benefiting you?
Fast ticket handling and centralized information management
A very fresh experience with Freshservice
What do you like best about the product?
What initially drew me to Freshservice was its clean, intuitive user interface—it immediately felt more modern and user-friendly than other ITSM tools I had tried. From spinning up a new instance to onboarding customers, the implementation process was smooth and efficient.
I’ve been using Freshservice regularly since 2021, and it has become an integral part of our daily operations. Both agents and customers interact with the platform frequently, and even with a steadily increasing ticket volume, the experience remains consistently smooth and reliable.
Over the years, the platform has seen continuous improvements. One of the most impactful additions has been Freddy AI, which provides quick assistance with product features and intelligent suggestions using solution base articles—making everyday tasks even more efficient.
Freshservice also stands out for its rich feature set and high degree of customizability. The drag-and-drop workflow automator makes it easy to configure even complex workflows without hassle. We've also built multiple third-party custom integrations to meet specific customer needs, and the platform has handled them seamlessly.
Lastly, the customer support and product teams have been incredibly responsive. For example, they quickly rolled out the much-needed CC feature in the "send email" action based on our request—demonstrating their commitment to customer feedback and continuous improvement.
I’ve been using Freshservice regularly since 2021, and it has become an integral part of our daily operations. Both agents and customers interact with the platform frequently, and even with a steadily increasing ticket volume, the experience remains consistently smooth and reliable.
Over the years, the platform has seen continuous improvements. One of the most impactful additions has been Freddy AI, which provides quick assistance with product features and intelligent suggestions using solution base articles—making everyday tasks even more efficient.
Freshservice also stands out for its rich feature set and high degree of customizability. The drag-and-drop workflow automator makes it easy to configure even complex workflows without hassle. We've also built multiple third-party custom integrations to meet specific customer needs, and the platform has handled them seamlessly.
Lastly, the customer support and product teams have been incredibly responsive. For example, they quickly rolled out the much-needed CC feature in the "send email" action based on our request—demonstrating their commitment to customer feedback and continuous improvement.
What do you dislike about the product?
While Freshservice has proven to be a robust and feature-rich ITSM platform, there are a few areas where the experience could be improved to enhance overall customer satisfaction.
One such area is the consistency of customer-facing support. In some interactions, we’ve noticed that certain support agents lacked sufficient product knowledge, which led to delays and repeated queries—ultimately consuming valuable time and causing frustration for users.
In terms of customizability, while the platform offers a wide range of features, there are still a few limitations. For instance, in the workflow automator, it would be highly beneficial to have the ability to rejoin flows after they split based on conditions. Additionally, customizing the support portal currently requires technical expertise in HTML and CSS. A more intuitive, UI-based customization tool would significantly improve the experience for admins and non-technical users alike.
These are relatively minor issues but addressing them would go a long way in refining the platform from both an administrator’s and end-user’s perspective. Despite these challenges, Freshservice remains a powerful and reliable ITSM solution, and I would still confidently recommend it to others.
One such area is the consistency of customer-facing support. In some interactions, we’ve noticed that certain support agents lacked sufficient product knowledge, which led to delays and repeated queries—ultimately consuming valuable time and causing frustration for users.
In terms of customizability, while the platform offers a wide range of features, there are still a few limitations. For instance, in the workflow automator, it would be highly beneficial to have the ability to rejoin flows after they split based on conditions. Additionally, customizing the support portal currently requires technical expertise in HTML and CSS. A more intuitive, UI-based customization tool would significantly improve the experience for admins and non-technical users alike.
These are relatively minor issues but addressing them would go a long way in refining the platform from both an administrator’s and end-user’s perspective. Despite these challenges, Freshservice remains a powerful and reliable ITSM solution, and I would still confidently recommend it to others.
What problems is the product solving and how is that benefiting you?
1. Multi-Tenant Support: Being a service provider, having the ability to manage multiple client environments from a single platform while keeping the data isolated and secure is critical.
2. Centralized incident management: This enables the agent or requesters to log, track, and resolve security incidents across different clients in a unified interface.
3. Automation of Incident workflows: Helps to automate repetitive tasks like ticket categorization, assignment, notification and escalation based on predefined rules.
4. Audit trails and compliance: Maintains detailed logs of incident handling, which is crucial for compliance and post-incident analysis.
5. Custom forms and fields: Supports tailored ticket forms for different clients, ensuring relevant data is captured for each security incident.
6.Freddy AI Assistance: Provides intelligent suggestions and quick access to knowledge base articles for faster resolution of incidents.
7. Unified Service Desk: Consolidates service requests, incidents, and tasks for both external clients and internal teams in one place.
8. Role-Based Access and Visibility: Ensures that agents and teams only see the tickets and data relevant to their roles or clients.
9. Knowledge Base Integration: Helps reduce ticket volume by enabling self-service through solution articles for both clients and internal users.
10. Analytics and Reporting: Provides a much-needed feature to automate tailored reports to the clients which is crucial while managing security incidents.
2. Centralized incident management: This enables the agent or requesters to log, track, and resolve security incidents across different clients in a unified interface.
3. Automation of Incident workflows: Helps to automate repetitive tasks like ticket categorization, assignment, notification and escalation based on predefined rules.
4. Audit trails and compliance: Maintains detailed logs of incident handling, which is crucial for compliance and post-incident analysis.
5. Custom forms and fields: Supports tailored ticket forms for different clients, ensuring relevant data is captured for each security incident.
6.Freddy AI Assistance: Provides intelligent suggestions and quick access to knowledge base articles for faster resolution of incidents.
7. Unified Service Desk: Consolidates service requests, incidents, and tasks for both external clients and internal teams in one place.
8. Role-Based Access and Visibility: Ensures that agents and teams only see the tickets and data relevant to their roles or clients.
9. Knowledge Base Integration: Helps reduce ticket volume by enabling self-service through solution articles for both clients and internal users.
10. Analytics and Reporting: Provides a much-needed feature to automate tailored reports to the clients which is crucial while managing security incidents.
A robust and flexible tool with room for improvement in support
What do you like best about the product?
Freshservice is a solid and flexible platform that checks many of the boxes for our organization's needs. It’s extensive in functionality, and if you have the right team and resources, you can customize it to suit nearly any use case. From ticket management, integrations with other systems, to workflows and automation, the platform offers a lot of depth and scalability. The interface is modern and generally intuitive, making it easier for users to adopt.
What do you dislike about the product?
The main challenge we face is with the support experience. While the support team is courteous and eager to help, the fact that they are based overseas has introduced a language and communication barrier that makes deeper problem-solving difficult. Their suggestions often feel canned or generic, which doesn't help us implement solutions tailored to our specific environment. This makes it hard to fully adopt some of the more advanced features without investing a lot of time internally.
What problems is the product solving and how is that benefiting you?
Freshservice provides us with a unified platform (a single pane of glass) for managing and tracking tickets across all the organizations we support. This centralized visibility has greatly improved communication and accountability across teams. It ensures that nothing falls through the cracks and that all requests are properly documented and tracked from submission to resolution.
The automation features help reduce manual tasks, speeding up resolution times and improving overall efficiency. It also helps us standardize processes, enforce SLAs, and gather valuable metrics through reporting and dashboards, which aid in continuous service improvement. The knowledge base and self-service portal have helped deflect common tickets, empowering users to find solutions on their own and reducing the workload on our support staff.
The automation features help reduce manual tasks, speeding up resolution times and improving overall efficiency. It also helps us standardize processes, enforce SLAs, and gather valuable metrics through reporting and dashboards, which aid in continuous service improvement. The knowledge base and self-service portal have helped deflect common tickets, empowering users to find solutions on their own and reducing the workload on our support staff.
Incredible, I'm loving it!
What do you like best about the product?
The division of things, like everything, is well divided and explained, and how ITIL is involved in everything.
What do you dislike about the product?
So far, there has been no disadvantage that I have had with Fresh.
What problems is the product solving and how is that benefiting you?
It is helping me organize my tasks and find quicker solutions for them.
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