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Efficient Ticket Structuring and Visual Management to Improve SLAs and Real-Time Operations
What do you like best about the product?
Through the service catalog, we were able to structure ticket creation, ensuring proper distribution among teams and, most importantly, accurate categorization and prioritization to meet the expected SLA. Visual management and performance indicators are another key differentiator that allow us to monitor operations in real time and drive continuous improvement in our processes.
What do you dislike about the product?
The integration between Freshworks solutions is not very seamless; we have some difficulties integrating Freshservice with Freshdesk or Freshchat, for example.
What problems is the product solving and how is that benefiting you?
We restructured the entire ITSM and SSC process, ensuring greater efficiency and higher satisfaction for both internal and external customers.
Excellent interface, easy to use
What do you like best about the product?
asset management and ticket monitoring
What do you dislike about the product?
Sometimes it is complex to find some options, otherwise nothing else.
What problems is the product solving and how is that benefiting you?
Customer problems with solutions managed by the company, management of internal requests.
Fast & Flexible ITSM Solution
What do you like best about the product?
FreshService has proven to be a fast and flexible application for our agents. We rolled out FreshService in several stages as we moved away from our old on-prem solution. We have been able to integrate FreshService with several monitoring tools as well as an on-premise orchestration server to take over some manual tasks and automate them.
What do you dislike about the product?
While new features are coming out monthly, some basic features like syntax highlighting are missing.
What problems is the product solving and how is that benefiting you?
FreshService has many modules that solved lots of problems for us. One of the biggest time savers so far has been the ability to create tickets from nearly anything. We used to get a lot of ticket noise from our Networking Monitoring Software. The Alerts module in FreshService allows us to create tickets automatically from Alerts, but one of the nicest features is the ability to consolidate alerts. Instead of creating additional tickets, FreshService is smart enough to know that a ticket already exists for the issue; therefore, it just adds the alert occurrence without creating an additional ticket. This one feature alone has saved my agents tons of time.
improve the automations
What do you like best about the product?
the automations since with these I manage to immediately obtain responses or processes that I already have automated
What do you dislike about the product?
how complicated the API configuration is to be able to read specific cases from the fields of each Ticket
What problems is the product solving and how is that benefiting you?
problems with the API connections and they don't benefit me, they just bother me
Freshservice the Goats
What do you like best about the product?
I love how easy it is to manage tickets and to claim and organize them into groups.
What do you dislike about the product?
Wish some things were easier to find other than that is perfect.
What problems is the product solving and how is that benefiting you?
Its solving the issues of too many tickets and no way to organize them.
Great range of tools, so easy to integrate and use.
What do you like best about the product?
Freshworks offers a very user-friendly interface. The ease of setup is there and its ability to manage customer interactions across multiple channels like email, chat, and phone, while linking tickets across has helped us.
The automation features, such as ticket routing and canned responses have also been a great use-case for us.
Additionally, the analytics and reporting tools provide valuable insights to optimize team performance.
The automation features, such as ticket routing and canned responses have also been a great use-case for us.
Additionally, the analytics and reporting tools provide valuable insights to optimize team performance.
What do you dislike about the product?
The mobile app is very limited compared to the web version. Also, sometimes the agent responses can vary while setting up certain features, which leads to confusion and so much back & forth.
What problems is the product solving and how is that benefiting you?
We used freshworks to streamline our customer support by centralizing inquiries from multiple channels into one platform. It helped us in reducing response times and improving issue resolution. Its automation features handle repetitive tasks like assigning tickets, which could be done by setting up automation logics. This has led to increased team productivity, better customer satisfaction.
Fresh Service Newbie
What do you like best about the product?
The overall structure is highly customizable, and the backend development team demonstrates relentless dedication to continuous improvement. Their commitment to refining and enhancing integrations ensures the product is always evolving, making their drive a refreshing and inspiring force.
What do you dislike about the product?
Some features could benefit from further refinement, particularly the service bot integrated with Teams. It appears that its functionality could be expanded to enhance interactions with our customers more effectively.
What problems is the product solving and how is that benefiting you?
They are continuously updating the product which each and every feature being added helps our company in some sort of way.
Great servicedesk software that integrates with almost anything
What do you like best about the product?
Simple, cloud based, ticketing system. Straightforward integration, and nicely pulls up user info with tickets. Has a lot of features under the hood as well, and a great amount of customization. Kind of fun to discover new tools like the email commands, and there seems to be a never ending amount of new features added regularly.
What do you dislike about the product?
Lots and lots of features, some are excellent, some need a little more love to reach efficiency. Reporting is the life's blood of the Service Desk. Some obvious reports aren't there and you'll have to make, which takes a bit of time to master. Also, there should be a refresh timer on the Ticket List screen. Like, be able to set how many seconds before the next refresh. It refreshes, but I want tickets to show up instantly, not 30 seconds from now.
What problems is the product solving and how is that benefiting you?
Consistency and timeliness were some problems I wanted to fix by going to Freshservice. Setting it up wasn't much of a problem. Our internal processes when dealing with tickets was more of a problem. Reporting and SLAs are right there in front of us, and with instant messenger integration, I can get instant notifications when SLAs are missed, or tickets come in high priority.
Simple to Learn and Use
What do you like best about the product?
With workflows and automation rules, Freshservice takes the manual work out of repetitive tasks!
What do you dislike about the product?
There are a few basic features missing from Analytics.
What problems is the product solving and how is that benefiting you?
We are now automating tasks that used to be very manual and we are continuing to expand those capabilities by leveraging apps in the marketplace.
Very good Product
What do you like best about the product?
The time it takes to get used to Freshworks when you implement it is straightforward, It is nice and easy to implement and get the process of the ground. The user base is very easy to use and getting the system to how you like it is very nice. This is now used every day by our IT teams and the integration is being considered by other departments.
What do you dislike about the product?
The backened system is quite hard to understand, There customer support is very script based and doesnt help in all cases.
What problems is the product solving and how is that benefiting you?
Implemented a very good IT system and helped us massivly in IT.
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