We use it for our case management solution, knowledge-based repository, and for service delivery case management as well.
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Integrations available with third parties and easy to use
What is our primary use case?
What is most valuable?
I like that a lot of integrations are available with third parties. Another one would be ease of use. It's very handy and very easy to use.
The change management feature of Freshservice is very useful, handy, and easy to adapt to your needs. We use it for all of our change management.
It has an AI add-on called Freddy, and it's really good. It's really pretty good for what it is meant to do. There are improvement areas for it.
For instance, it has a feature for analyzing similar cases, but you cannot give feedback to let it know which case is indeed similar or which is not. But for what it is meant to do, it does a pretty well job.
What needs improvement?
There are requirements, not only from our side but from different users worldwide. I work with some community groups worldwide, and we have been placing several requests.
So, there are a few areas of improvement for this solution, like enhancing reporting for project management, which is also a feature it has, and some others.
For how long have I used the solution?
We work on a daily basis with Freshservice from Freshworks.
We have been using it for almost four years. Three years on the app.
What do I think about the stability of the solution?
So far, we have not had any issues with stability. It works pretty well.
What do I think about the scalability of the solution?
The scalability of this solution is very impressive. You can increase the usage, data types, and other stuff. So, it's very handy.
How are customer service and support?
The support is great.
How would you rate customer service and support?
Positive
Which solution did I use previously and why did I switch?
Other solutions we use include Zoom and HCL Domino. That's our daily use. We, of course, work with Microsoft Office and other stuff, but those are the main ones we work with on a daily basis.
How was the initial setup?
The complexity of the initial setup depends on your needs. It can be complex, but more than complex, it's long. It's a long process. It could be pretty straightforward, but it can be long.
So, depending on your internal needs, it might turn out to be complex. It took us four months to deploy it, from the very beginning to the end.
It is very resourceful. It has a lot of resources. In order to maintain it, there is a very vibrant and active community that I work with. So that makes maintenance easy. They have several support options for maintaining it. So, it's very simple to maintain.
What about the implementation team?
I subcontracted a third party, a partner, to implement it.
What was our ROI?
The return on investment is good.
What's my experience with pricing, setup cost, and licensing?
We're on the pro model and the pro license.
It is kinda expensive. There are several licensing options. We don't use the higher license model, which is very, very expensive. So, there are three options, but they are limited, as with many solutions. But the full, complete solution is very pricey.
What other advice do I have?
Overall, I would rate it an eight out of ten. There are a few improvement areas, but it is pretty good. Again, we use it on a daily basis. We love what it does, but there is always room for improvement.
It's easy to filter and search as an end user
What do you like best about the product?
It's Filter and Subdivisions. It's simplified dashboard.
What do you dislike about the product?
Glitch that happened once due to which the tickets were not loading
What problems is the product solving and how is that benefiting you?
It's an amazing tool for managing and handling tickets
La facilité d'utilisation est bien incluse dans le package !
Qu'aimez-vous le plus à propos de the product?
La facilité avec laquelle les utilisateurs peuvent soumettre un ticket est telle que les gens ne trouvent pas difficile de suivre les procédures. L'intégration est disponible pour certaines applications, bien qu'il puisse falloir du temps pour les intégrer.
Que n’aimez-vous pas à propos de the product?
La configuration peut prendre un certain temps. Mais le support client est suffisamment utile pour guider avec les questions de configuration.
Quels sont les problèmes que the product résout, et en quoi cela vous est-il bénéfique?
Les personnes qui devaient se connecter à un service d'assistance auparavant, n'ont maintenant qu'à nous envoyer un e-mail et c'est tellement plus facile de savoir que dans chaque organisation, il y a tant de plateformes en place.
Can upload the catalog easily and useful for ticketing
What is our primary use case?
You can connect the system to an IDR when you receive a call. That was an easy use case to implement. Also, you can use a ticketing system for internal tech support issues within the company. It was oriented toward both the end customer and the internal customer.
It improved the organization's workflow by making managing all the information and tickets in a single system much easier.
What is most valuable?
One of the things I liked about Freshservice was how easy it was to implement. While it doesn't have extensive customization capabilities, the available options are sufficient for certain sizes of companies. You don't need to customize your ticketing system much. Freshservice is a great solution because you can implement it very quickly. You can upload your catalog, and you're done in maybe a week or two.
What needs improvement?
I think it would be great if the tool had another version that is more customizable. From what I remember, there were some limitations regarding the number of assets you could track. In a more robust version, the number of assets increases, but I think it would be better to have something more customizable for all versions, especially the most robust version. This would be great for larger customers.
What do I think about the stability of the solution?
I rate Freshservice's stability as ten out of ten.
What do I think about the scalability of the solution?
I rate the solution's scalability a seven out of ten.
How are customer service and support?
I have contacted technical support. It wasn't very easy. Even as a retailer partner, sometimes it was difficult to get someone from tech support to address an issue, especially if it involved changing labels or fields. Getting support for these kinds of issues was challenging.
How would you rate customer service and support?
Neutral
How was the initial setup?
The tool's deployment is easy. I rate it a ten out of ten.
What about the implementation team?
A customer can do it themselves.
What was our ROI?
In the Latin American market, companies may not generate the same revenue as American companies of similar size. Therefore, while the return on investment could be good for an American company, it might not be as significant for a Latin American company.
What's my experience with pricing, setup cost, and licensing?
I don't think it's expensive for the US or some European markets. Still, when I used Freshservice in Mexico, some customers found it a bit pricey, especially considering the platform's features. I think the pricing is fair for use in the European market, but it might be perceived differently in Latin America.
What other advice do I have?
I rate the overall product an eight out of ten.
Excellent portail pour le support Helpdesk
Qu'aimez-vous le plus à propos de the product?
Agréable et facile à utiliser, interface très conviviale
Que n’aimez-vous pas à propos de the product?
Les notifications ne sont ni précises ni opportunes, que ce soit sur le portail web ou l'application mobile.
Quels sont les problèmes que the product résout, et en quoi cela vous est-il bénéfique?
Dans mon organisation, toutes les demandes des utilisateurs finaux sont liées à la technologie et à l'infrastructure.
Bon service et bon produit - Mieux que les e-mails
Qu'aimez-vous le plus à propos de the product?
La meilleure chose à propos de Freshdesk est sa solution tout-en-un pour un support client rationalisé. Avec des interfaces intuitives, une automatisation puissante, des intégrations étendues et un service client de premier ordre, il offre tout ce dont les entreprises ont besoin pour fournir des expériences de support exceptionnelles de manière efficace.
Que n’aimez-vous pas à propos de the product?
L'application mobile doit avoir la capacité de rechercher des bons de commande et de marquer les articles comme reçus.
Quels sont les problèmes que the product résout, et en quoi cela vous est-il bénéfique?
Des e-mails et un espace de travail partagé pour une équipe de support
A great platform for ITSM
What do you like best about the product?
The possibility of associating assets, incidents, problems, changes and managing it all.
Now with workspaces, more company departments are working with service desks.
There is a learning curve to understand freshservice, but it is very easy to use and we use it daily in our work routines. The possibility of carrying out API actions internally and externally is very versatile. Support always responds very quickly.
Now with workspaces, more company departments are working with service desks.
There is a learning curve to understand freshservice, but it is very easy to use and we use it daily in our work routines. The possibility of carrying out API actions internally and externally is very versatile. Support always responds very quickly.
What do you dislike about the product?
Some parts of the software take longer to update, causing some problems when configuring the software.
For example, there is the possibility of creating custom objects, but it is not possible to use them in all forms.
For example, there is the possibility of creating custom objects, but it is not possible to use them in all forms.
What problems is the product solving and how is that benefiting you?
With freshservice we can manage IT incidents and the project team can manage demands efficiently. The actuarial and HR departments also use service management
Examen de Freshservice
Qu'aimez-vous le plus à propos de the product?
J'aime l'option de conversion d'email en ticket, Super tableau de bord, J'apprécie l'outil de gestion des actifs.
Que n’aimez-vous pas à propos de the product?
Je n'aime pas que les réponses entraînent la réouverture du ticket.
Quels sont les problèmes que the product résout, et en quoi cela vous est-il bénéfique?
Les e-mails se convertissent en tickets et l'outil de gestion des actifs.
Freshservice est un bon outil de gestion des tickets mais il nécessite quelques améliorations.
Qu'aimez-vous le plus à propos de the product?
C'est rentable et bon pour les petites organisations.
1. Personnalisable facilement selon les besoins.
2. L'automatisation peut être réalisée
3. La fonctionnalité du tableau de bord est bonne.
4. Il est facile à intégrer dans l'organisation
1. Personnalisable facilement selon les besoins.
2. L'automatisation peut être réalisée
3. La fonctionnalité du tableau de bord est bonne.
4. Il est facile à intégrer dans l'organisation
Que n’aimez-vous pas à propos de the product?
Selon mon point de vue, Freshservice ne fournit pas de données à long terme en une seule fois.
1. Son support client doit s'améliorer.
2. Parfois, Freshservice ne fournit pas de données correctes, cela doit être amélioré.
1. Son support client doit s'améliorer.
2. Parfois, Freshservice ne fournit pas de données correctes, cela doit être amélioré.
Quels sont les problèmes que the product résout, et en quoi cela vous est-il bénéfique?
Nous pouvons gérer nos incidents et nos tickets informatiques à des fins de révision et de conformité.
FreshService - l'approche moderne du service d'assistance
Qu'aimez-vous le plus à propos de the product?
Il y a des mises à jour constantes pour le système, toujours en essayant d'être à la pointe des dernières tendances et des besoins du monde croissant de l'ITSM. Les interfaces graphiques pour leurs modules sont excellentes.
Que n’aimez-vous pas à propos de the product?
Le prix est vraiment élevé, même pour nous en tant qu'institution éducative. Il y a beaucoup d'avantages par rapport à d'autres services d'assistance comme SolarWinds ou Atlassian, mais le coût est parfois vraiment difficile à justifier. J'aimerais aussi qu'il y ait un peu plus de personnalisation disponible pour les autres modules de FreshService.
Quels sont les problèmes que the product résout, et en quoi cela vous est-il bénéfique?
FreshService localise et collecte des données sur nos incidents de tickets et catégories, ce qui nous permet, en tant qu'organisation, de voir quelles équipes nécessitent plus de soutien que d'autres. Cela nous permet également de revoir des statistiques comme le temps d'achèvement ou les temps de réponse en général.
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