Freshservice
Freshworks Inc.External reviews
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Freshservice review
What do you like best about the product?
The clean, simple interface. The speed of the system is very good. The asset management feature is very useful and has helped us consolidate two different asset databases into one. The phone app is brilliant, for many reasons but also because it has a barcode scanner that is useful for creating and updating hardware assets. We have had good feedback on the system from our users around the authority - we previously had a very complex, unwieldly system whereas they prefer the simplicity of the customer portal we have created with Freshservice.
What do you dislike about the product?
There are a few small, rough edges with the system. Some bugs occur from time to time, the support team are usually very good at responding to any tickets that we log on the system. Some features that are in the roadmap can sometimes take a while to be implemented. On the whole, however, these are small gripes and the overall experience of using Freshservice is a very positive one.
What problems is the product solving and how is that benefiting you?
Incident management, change controls, asset management, documentation and solution access.
The benefits that we have realised are an increase in productivity in the service desk staff and also the technical ICT staff - we spend less time on administration than we used to and more time actually responding to our organisations needs.
The benefits that we have realised are an increase in productivity in the service desk staff and also the technical ICT staff - we spend less time on administration than we used to and more time actually responding to our organisations needs.
Recommendations to others considering the product:
Spend time getting the setup correct before you go live.
Ease of use
What do you like best about the product?
Easy navigation and ability to customize views and ticket priorities. Also bulk responses can be sent out to a group of tickets making it easy to followup with clients.
What do you dislike about the product?
The fact that I cannot bulk change the ticket requester at the click on of a button.
What problems is the product solving and how is that benefiting you?
Support related issues.
A very nice programm and GUI
What do you like best about the product?
It is easy to open new ticket to merge them and keep the overview.
Also you can easy track the time that the Ticket is open and can attach items.
And overall a good gui.
Also you can easy track the time that the Ticket is open and can attach items.
And overall a good gui.
What do you dislike about the product?
Until now I did not found the unmerge option but that is a small issue and has no impact in our daily bussines.
What problems is the product solving and how is that benefiting you?
We work faster and can share our progress better. We Safe time and find our Tickets fast.
great
What do you like best about the product?
ticket management
portal admins
Problems management
portal admins
Problems management
What do you dislike about the product?
the management of the asets
it's the only thing
it's the only thing
What problems is the product solving and how is that benefiting you?
More resolved tickets with low time to finish it
Over a year and very happy
What do you like best about the product?
The Fresh Service platform is constantly improving their usability for both Tech Support side and End Users. The mobile application is updated regularly with great UI that makes it easy to track issues, problems and changes. Notifications make it easy to keep my finger on the pulse with our Operation.
What do you dislike about the product?
My company uses Fresh Service Solutions to post How-Tos for end users and Support admins. I wish there was one more level of separation so I could have a "Sr Admin" tier so I could post additional restricted notes for only the Sr Admins that I do NOT want other Admins to see or Contract notes, etc.
What problems is the product solving and how is that benefiting you?
We run a shipping terminal and have several business applications that integrate tightly. The main use of Fresh Service is to support issues present by users for triage. Promote them to Problems if they are reoccurring or require a system change. Then promote to a Change with CAB. The benefit to this is easily following the bread-crumbs of why a change was put in, scheduling it with multiple resources and always having that as a historical reference. Then we created a Solution which describes the expectation at a less technical level for all our end users to understand the expected behavior.
Recommendations to others considering the product:
I highly recommend taking a Trial if you are looking for a friendly issue tracking system. If you have multiple vendors, your team are technology or business analysts but not the engineers, this is a great platform. Track your company issues in a recorded location, no more e-mail nonsense!
Fast implementation, good defaults, good service.
What do you like best about the product?
I like the immediacy of the service, its easy to implement, easy to understand and works out of the box for the most part.
What do you dislike about the product?
Asset management needs more work, so does software management.
What problems is the product solving and how is that benefiting you?
Incidents, services and problems are managed beautifully. Automations are easy to implement and integrate very well with all of them making for easy implementation of many services and a breeze to handle all sorts of tickets and problems
Recommendations to others considering the product:
Use the trial period to really get a hang of it. Support is quite good, use it too to learn what you can get to do with it.
It's been a great time!
What do you like best about the product?
I've been using FreshService since a year and it's been a great time! It helps me to get stuff going, work done in a short time and keep me and my day and the my team's day organized.
What do you dislike about the product?
I'd like FreshService to have a feature like exporting reports from a search, i.e search all tickets containing "cellphone" and filters as such.
What problems is the product solving and how is that benefiting you?
I manage a team of 07 IT Support analysts. We have everyday incidents, such as a mouse request and some as difficult as issues with a server or setting up a network from scratch. It has helped us to keep the demands organized under SLAs and priority levels.
Powerful and easy to use
What do you like best about the product?
Very simple to setup. Interface is non-complex but provides enough functionality to capture most tasks.
What do you dislike about the product?
I think the project management module is one area that could use improvement.
What problems is the product solving and how is that benefiting you?
I'm solving the problem of ticket tracking and IT demand management
Excellent Customer Service and Reliable Software
What do you like best about the product?
The software is robust and highly customizable to my needs. Support is quick to answer if I need help and usually can provide an answer.
What do you dislike about the product?
- The asset probe can't blacklist devices that aren't company provided, so it can't be utilized
- You can't blacklist tags in ticket group views
- You can't blacklist tags in ticket group views
What problems is the product solving and how is that benefiting you?
- 1 place to store all knowledge documents
- Helps delegate workflow and notify customers of work being done
- Tracking assets
- Helps delegate workflow and notify customers of work being done
- Tracking assets
Making IT support easier and more streamlined.
What do you like best about the product?
The tickets system gives an excellent overview of every existing and former issue there has been, and makes it easy to categories every problem. Besides that we have used the Service Catalog to make an overview for every employee to check what equipment we have available in the IT department.
What do you dislike about the product?
Mail forwarding to helpdesk, was not as straight forward as hoped. However the problem lied within our mailserver and not at freshservice.
What problems is the product solving and how is that benefiting you?
We are yet to fully implement Freshservice for all our employess, but for now he have used it to make an overview of every service we offer and have begun to use the ticket system. The Service Catalog makes it possible for the employees to see what equipment we have available before they come by the IT department.
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