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Bon design, utilisation facile et belles fonctionnalités d'auto-FAQ
Qu'aimez-vous le plus à propos de the product?
Interface conviviale : L'une des caractéristiques remarquables de Freshservice est son interface intuitive et conviviale. La navigation dans le système est facile, ce qui aide à gagner du temps et réduit la courbe d'apprentissage pour les nouveaux utilisateurs.
Base de connaissances et options d'auto-assistance : La fonctionnalité de base de connaissances dans Freshservice permet aux utilisateurs d'accéder à des articles d'auto-assistance, des FAQ et de la documentation, leur permettant de trouver des solutions de manière autonome. Cela aide à réduire la charge de travail des équipes de support et offre une meilleure expérience utilisateur.
Base de connaissances et options d'auto-assistance : La fonctionnalité de base de connaissances dans Freshservice permet aux utilisateurs d'accéder à des articles d'auto-assistance, des FAQ et de la documentation, leur permettant de trouver des solutions de manière autonome. Cela aide à réduire la charge de travail des équipes de support et offre une meilleure expérience utilisateur.
Que n’aimez-vous pas à propos de the product?
Limitations de l'application mobile : Bien que Freshservice propose une application mobile, certains utilisateurs peuvent la trouver insuffisante en termes de fonctionnalité et d'expérience utilisateur par rapport à la version web. Ils peuvent souhaiter des capacités mobiles plus robustes pour gérer les tickets et collaborer en déplacement.
Courbe d'apprentissage pour les fonctionnalités avancées : Bien que Freshservice ait une interface conviviale, certains utilisateurs peuvent trouver difficile de comprendre et d'utiliser pleinement certaines des fonctionnalités plus avancées. Un processus d'intégration plus intuitif ou des ressources de formation supplémentaires pourraient aider les utilisateurs à se familiariser plus efficacement.
Courbe d'apprentissage pour les fonctionnalités avancées : Bien que Freshservice ait une interface conviviale, certains utilisateurs peuvent trouver difficile de comprendre et d'utiliser pleinement certaines des fonctionnalités plus avancées. Un processus d'intégration plus intuitif ou des ressources de formation supplémentaires pourraient aider les utilisateurs à se familiariser plus efficacement.
Quels sont les problèmes que the product résout, et en quoi cela vous est-il bénéfique?
Partage des connaissances et libre-service : Freshservice comprend une base de connaissances où les organisations peuvent créer et maintenir un référentiel d'articles d'auto-assistance, de FAQ et de documentation. Cela permet aux utilisateurs de trouver des solutions de manière autonome, réduit la charge de travail de l'équipe de support et améliore les capacités de libre-service des clients.
Gestion des tickets rationalisée : Freshservice centralise la gestion des tickets, permettant aux organisations de suivre, prioriser et résoudre efficacement les problèmes des clients. Cela rationalise le processus de support, réduit les temps de réponse et améliore la satisfaction des clients.
Gestion des tickets rationalisée : Freshservice centralise la gestion des tickets, permettant aux organisations de suivre, prioriser et résoudre efficacement les problèmes des clients. Cela rationalise le processus de support, réduit les temps de réponse et améliore la satisfaction des clients.
Way to connect to IT on timely manner
What do you like best about the product?
Documentation, System info, Device information, End user support, Licenses, and renewal, Combine services with 3rd party, Connect with Microsoft with the info.
What do you dislike about the product?
Still need to add options for the IT team meeting options, Few services are not yet connected (not huge so it is ongoing work so expecting in an year)
What problems is the product solving and how is that benefiting you?
They are quick over problem-solving if any of the IT members are facing some access. Resolving in a timely manner helps to service out internal members on time.
nice ticketing tool but sometimes hard to customize
What do you like best about the product?
easy to use by the users. nice interface
also the analytics and admin sections are useable without knwoledge or programming skills. pretty intuitive to set up rules and workflows.
also the analytics and admin sections are useable without knwoledge or programming skills. pretty intuitive to set up rules and workflows.
What do you dislike about the product?
customization is an issue in Freshservice. We want to customize more but run into blockers a lot.
also the analytics miss some parameters we would like to check on. Also the user interface is made to be easy to use but compromises have been made on the data you can collect.
also the analytics miss some parameters we would like to check on. Also the user interface is made to be easy to use but compromises have been made on the data you can collect.
What problems is the product solving and how is that benefiting you?
customers can raise tickets to our support, planning and orderdesk teams for all their questions/orders/issues
Freshservice - A Quickly Evolving Service Desk Product
What do you like best about the product?
Over my IT Career, I've had opportunity to work with a variety of service desk systems. From solutions as simple as trying to keep track of emails hitting my mailbox directly, to free solutions like Spiceworks, and a few paid products along the way (ZenDesk, EasyVista, and others).
Freshservice does a great job living up to the "Fresh" portion of their name. With a ton of options for Integration with other products, a comprehensive end-to-end "Single Pane of Glass" system for tracking all of your assets (hardware, services, the systems that POWER those services, software, and more), alerts, automations, trackers for Changes, Releases, and Problems, and more - Freshservice can really help keep track of everything you need to manage not just your IT Services, but company-wide services like HR, Accounting, Facilities, and more.
As a company they're also very responsive to customer feedback. While development takes time and new requests have to be slotted into their roadmap - we are new-ish customers (not quite a full year using the product), and a few items we've asked for are already showing on the roadmap for the coming months.
Freshservice does a great job living up to the "Fresh" portion of their name. With a ton of options for Integration with other products, a comprehensive end-to-end "Single Pane of Glass" system for tracking all of your assets (hardware, services, the systems that POWER those services, software, and more), alerts, automations, trackers for Changes, Releases, and Problems, and more - Freshservice can really help keep track of everything you need to manage not just your IT Services, but company-wide services like HR, Accounting, Facilities, and more.
As a company they're also very responsive to customer feedback. While development takes time and new requests have to be slotted into their roadmap - we are new-ish customers (not quite a full year using the product), and a few items we've asked for are already showing on the roadmap for the coming months.
What do you dislike about the product?
For all that Freshservice is making very timely implementation of new services and features, some of their existing implementations can feel a bit forgotten - or be left with limitations that can be difficult to understand how certain decisions were made.
One example is the purchase order system - which only allows for 15 line items to be tied to a purchase order.
Freshservice support and success agents can also be very hesitant to offer up any sort of "Best Practice" guidelines - often responding to "Should we do things or " questions with a well-intentioned, but sometimes frustrating "Whichever way you think is best."
One also need not look too deeply to find a few inconsistent UI/UX experiences. If you add time to tickets - the "stopwatch" feature has "Start" and "Stop" text. If you do the same in a Change Item - it's a stopwatch that toggles red/green.
These aren't show-stoppers... but they do marr the experience a fair bit.
While Freshservice has implementation and customer success experts - we are investigating (and I recommend) Freshservice Partners to help consult and implement portions of the product. We expect that partners will have their own recommended Best Practices as a Value-Add for their services.
Lastly, Freshservice does a great job of documenting how to enable features... but we do find their documentation on how to use a feature once its enabled to be pretty lacking.
One example is the purchase order system - which only allows for 15 line items to be tied to a purchase order.
Freshservice support and success agents can also be very hesitant to offer up any sort of "Best Practice" guidelines - often responding to "Should we do things
One also need not look too deeply to find a few inconsistent UI/UX experiences. If you add time to tickets - the "stopwatch" feature has "Start" and "Stop" text. If you do the same in a Change Item - it's a stopwatch that toggles red/green.
These aren't show-stoppers... but they do marr the experience a fair bit.
While Freshservice has implementation and customer success experts - we are investigating (and I recommend) Freshservice Partners to help consult and implement portions of the product. We expect that partners will have their own recommended Best Practices as a Value-Add for their services.
Lastly, Freshservice does a great job of documenting how to enable features... but we do find their documentation on how to use a feature once its enabled to be pretty lacking.
What problems is the product solving and how is that benefiting you?
Freshservice replaces another ITSM/Service Desk product that was just... not sufficient for our needs or use case.
While we initially "only" activated the Service Desk portions of Freshservice (Service Requests and Incidents) - we're working to adopt more and more features, such as IT Asset Management, On-Call Schedules, IT Operations Management, and the new Major Incident Management systems.
The ability to manage all of these previously disparate items in a single product has been terrific.
While we initially "only" activated the Service Desk portions of Freshservice (Service Requests and Incidents) - we're working to adopt more and more features, such as IT Asset Management, On-Call Schedules, IT Operations Management, and the new Major Incident Management systems.
The ability to manage all of these previously disparate items in a single product has been terrific.
Easy to use and manage
What do you like best about the product?
Since it's cloud-based there is very minimal on-prem resources to manage other than the Orchestration server that ties to our AD.
What do you dislike about the product?
There isn't an easy way to mass close tickets or tasks that doesn't require a decent amount of leg work.
What problems is the product solving and how is that benefiting you?
We have been able to turn off our phone system for our service desk and go completely digital in our ticketing system
Good range of functions
What do you like best about the product?
Easy to use interface, simple navigation, and set up. End-user FAQs are great, and ticket automation makes solving problems efficient.
What do you dislike about the product?
Lower-priced plans could offer more choices.
What problems is the product solving and how is that benefiting you?
Adding accountability and being able to keep service requests maintained in a timely manner
Overall a very good experience
What do you like best about the product?
Customer Support
link to DevOps
easy to configure
link to MS BI
link to DevOps
easy to configure
link to MS BI
What do you dislike about the product?
The Vendor management module is not very mature or even usable in it's current state
What problems is the product solving and how is that benefiting you?
provides help desk metrics
Pretty good, very customizable experience
What do you like best about the product?
CRM that is customizable to our department's needs. Works pretty well most of the time. Integrates with our 8x8 system to log calls and create tickets automatically.
What do you dislike about the product?
Email threading sometimes gets confused and merges customer responses from completely unrelated tickets.
No option to multi-select tickets when merging.
Reporting for time logs that should be very simple require a complicated process to setup
No option to multi-select tickets when merging.
Reporting for time logs that should be very simple require a complicated process to setup
What problems is the product solving and how is that benefiting you?
Efficient logging of tickets into our system and getting our agents out of their email accounts and into a system. This works to help reduce multiple people working on the same ticket unknowingly.
Integration with our call system means less time spent logging details.
Integration with our call system means less time spent logging details.
Easy to use CRM
What do you like best about the product?
Easy use interface. Can be incorporated with social media app in ease. option to convert calls, messages and comments from social media into tickets. Pre-configured analytics report, which are customisable as per requirment. Different levels access can be assigned as per job role. Detailed report genaration also report can be cutomised as per requirment
What do you dislike about the product?
Report cannot be downloaded from the tool directly and the same need to be downloaded from the link sent to email.
What problems is the product solving and how is that benefiting you?
As we are able to incorporate calling services with the tool and the mobile app no customers are left unattended
Makes herding cats easier...
What do you like best about the product?
We use Freshservice to manage multiple queues for multiple lines of business. I have oversight for 4 of them, and have found it works well for me to be able to track what my agents are doing, and what may be going stale.
What do you dislike about the product?
The inability to report on open child tickets and have them link automatically with their parent on a report is really frustrating. The Reports and Analytics tab is a bit confusing as well - creating Widgets is not intuitive AT ALL, and I've read the directions a number of times.
What problems is the product solving and how is that benefiting you?
Our ability to streamline communications between Tech groups, and ensure all necessary parties receive updates when urgent situations arise. Reporting is also much better as things are categorized, and not just freeform.
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