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Fresh Service offre à notre organisation une solution rationalisée de gestion des incidents, des événements et des changements.
Qu'aimez-vous le plus à propos de the product?
C'était facile à configurer et quelques jours après l'acquisition, nous l'avons lancé en production ! Nous l'utilisons comme solution de service d'assistance et solution de gestion des changements.
Que n’aimez-vous pas à propos de the product?
J'utilise le reporting mais je souhaite que les tableaux de bord et la fonction d'exportation des tickets vers Excel soient plus holistiques et facilement extractables pour les rapports de gestion.
Quels sont les problèmes que the product résout, et en quoi cela vous est-il bénéfique?
gestion d'événements et suivi et gestion du changement.
Very good for a big scale of people
What do you like best about the product?
Is is userfriendly. Everyone can work with it.
What do you dislike about the product?
For now I have no complains yet. If posssible there must be more options for or license.
What problems is the product solving and how is that benefiting you?
We use it for or ticketing system.
Wide range of services that are both customizable and easy to use
What do you like best about the product?
The best part about Freshservice is the customizable nature of the product.
You can design every aspect of the user experience while customizing the look and feel of the platform for the admin team. The cherry on top is the incredibly simple yet robust ticket automation service. With a few clicks, you can remove hours of administration work that would otherwise be spent categorizing tickets, assigning them to the right people, and convoluting the ticket fulfillment process along the way.
Customer support has always been ready and willing to step in if there are issues with the implementation and design of the system. Moreover, if there is functionality that you are looking to incorporate that the software doesn't have, they are always open to discussing the addition of features or pointing to the eventual resolution of the issue in the roadmap.
You can design every aspect of the user experience while customizing the look and feel of the platform for the admin team. The cherry on top is the incredibly simple yet robust ticket automation service. With a few clicks, you can remove hours of administration work that would otherwise be spent categorizing tickets, assigning them to the right people, and convoluting the ticket fulfillment process along the way.
Customer support has always been ready and willing to step in if there are issues with the implementation and design of the system. Moreover, if there is functionality that you are looking to incorporate that the software doesn't have, they are always open to discussing the addition of features or pointing to the eventual resolution of the issue in the roadmap.
What do you dislike about the product?
Some customization features were overly rigid, but as time has progressed the product has expanded to gradually improve these constraints.
What problems is the product solving and how is that benefiting you?
We have gone from a constant stream of back-and-forth email chains to simple yet robust request communications via the customizable service request form development suite.
FreshService Feeback
What do you like best about the product?
I love the private note options to be able to leave solutions that I and other colleagues to refer back to on how to resolve an issue.
What do you dislike about the product?
Can sometimes be challenging to locate a ticket by someone' s name
What problems is the product solving and how is that benefiting you?
FreshService has offered an AI component that is helping the tech with resolving tickets quickly.
Not perfect, but pretty darned close
What do you like best about the product?
The flexibility of FreshService is probably it's greatest asset.
What do you dislike about the product?
Along with the flexibility, as in most cases, comes complexity.
What problems is the product solving and how is that benefiting you?
FreshService consolidates various systems and allows us to have a complete ticketing system in one pane of glass.
Has a clean UI and admin feature
What is our primary use case?
What is most valuable?
The admin feature is the UI, so it's very clean. The asset management and its model are valuable as well.
What needs improvement?
Day by day, they keep on adding more features which are making the application very slow. We're we're facing some slowness. For example, the analytics part takes a very long time to load.
The chat portal is not that great. It would be good if they could enhance the chat portal, and give us some options to customize it.
For how long have I used the solution?
I have been using Freshservice for three years.
What do I think about the stability of the solution?
We have faced some stability issues, which were fixed by the actual service team pretty quickly. I rate the stability a seven out of ten.
What do I think about the scalability of the solution?
It is a scalable solution. Presently, twenty thousand users are using the solution.
How are customer service and support?
The technical support team is very good.
How would you rate customer service and support?
Positive
Which solution did I use previously and why did I switch?
We were using Zendesk, then we evaluated other service desk applications. Freshservice is really easy to use, and it has some of the code features that we wanted, and that is why we chose it.
How was the initial setup?
The initial setup is straightforward. Our main implementation strategy was to kind of move our existing agents and existing users as well as migrate almost four hundred thousand tickets to the platform. First, we created all the different fields. We imported all the users and mapped them to the correct queue. I provided access to the agents in different groups. After that, we migrated our tickets. It took almost two weeks to migrate everything and set up.
What about the implementation team?
The integration was done in-house.
What was our ROI?
We have seen a return on investment.
What's my experience with pricing, setup cost, and licensing?
The pricing is reasonable.
What other advice do I have?
I recommend the solution. I rate the overall solution an eight out of ten.
An easy-to-maintain ITSM tool that helps with incident management
What is our primary use case?
I use Freshservice in my company as an ITSM tool for incident management, service requests, and change requests.
What is most valuable?
The most valuable features of the solution are the ease of configuration and how easy it is to get things set up and working.
What needs improvement?
I am not too happy with the page layout or screen layout since it always looks messy. The aforementioned area can be considered for improvement in the solution.
For how long have I used the solution?
I have been using Freshservice for about six months. My company is a customer of Freshservice.
What do I think about the stability of the solution?
It is a stable solution. My company hasn't faced any problems with the solution.
What do I think about the scalability of the solution?
It is a scalable solution.
There are around 200 users of the tool in my company.
Which solution did I use previously and why did I switch?
Before Freshservice, my company was using Hornbill IT Service Management. As I used to work for Hornbill in the past, I would say that it is a better product than Freshservice.
How was the initial setup?
The initial setup of Freshservice is very easy.
The solution can be deployed in a couple of hours.
Three people in my company were involved with the deployment phase of Freshservice.
The solution is deployed on the cloud.
What's my experience with pricing, setup cost, and licensing?
Freshservice is a fairly cheap solution. Though monthly payments can be made towards the licensing costs of the solution, my company prefers to make annual payments.
There are no additional costs apart from the licensing costs attached to the solution.
Which other solutions did I evaluate?
Apart from Freshservice, my company looked at another solution, HaloITSM, during an evaluation process.
What other advice do I have?
The solution is very easy to maintain.
Freshservice is a tool you can choose if you want a product with an easy setup phase.
I rate the overall product an eight out of ten.
Solid Performance with great Quality of life updates
What do you like best about the product?
Freshservice's Key Strength: Seamless Ticket Integration with Freshdesk for Streamlined Cross-Department Communication and Effortless Service Catalog Setup.
What do you dislike about the product?
Recent Platform Changes Led to Frustrating Instance Reset: Transition Process Could Have Been Smoother
What problems is the product solving and how is that benefiting you?
Remove email communication between Sales and backoffice. Give agents responsibility and enable us to manage support Operations level agreemement.
Great product
What do you like best about the product?
The product is exellent. It captures the requirements of a service desk accuratly.
What do you dislike about the product?
Account Management. This is poor. Their internal process is not easy so when there is an issue with your account, it can take several weeks to resolve.
What problems is the product solving and how is that benefiting you?
IT allows us to track all of our IT tickets that come through to the service desk in a very easy to follow and manage way.
Awesome support
What do you like best about the product?
It iscCustomizable. Also there is support chat.
What do you dislike about the product?
still needs to be more flexible in customization
What problems is the product solving and how is that benefiting you?
Forms and automation.
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