We use the solution primarily for ITSM, but also in the capacity of ESM. It incorporates ITIL elements such as changes, problems, asset management, and ticketing, which is the main concept in use.
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Flexible and easy to use
What do you like best about the product?
Freshservice offers a wide range of functionalities designed to streamline IT operations. This also makes it a good solution for B2B support.
It has a user-friendly interface and allows customization without a large use of external consultants.
Premium support is very good, with a dedicated team of support, arcitects, product specialists and more available on short notice included in the service.
It has a user-friendly interface and allows customization without a large use of external consultants.
Premium support is very good, with a dedicated team of support, arcitects, product specialists and more available on short notice included in the service.
What do you dislike about the product?
No major downsides, but products B2B functionalty/focus (Portal as an example) need some improvements to get at the same level as the ITSM side.
What problems is the product solving and how is that benefiting you?
Freshservice supports our B2B software support. Usage helps us both to deliver a better service and to ensure that nothing are "lost".
Review for Freshservice
What do you like best about the product?
Freshservice has a default template when creating a new task or user story. Also we use the analytics chart for stories breakdown by user and burnt down charts are very effective. We integrated freshservice with slack and outlook so whenever there is an update on the ticket, the watchers will be notifiied and take action immediately.
What do you dislike about the product?
I feel like complex workflow automation like assigning a task to next user based on the bandwidth is not possible. This is dine manually by verifying the scope of each user on the board. Also, mobile app does not support all the desktop features.
What problems is the product solving and how is that benefiting you?
We use freshservice for tracking our project management. Stories creation and tasks for access requests are all created under the project board and tarcked based on the user including the story points. We integrated Freshservice with slack and outlook so whenever there is an update on the ticket all the watchers and assigned users will be notified directly thru slack and outlook. The tool is pretty self explanatory and easy to navigate even for a first time user.
Process-oriented efficiency and effective ticket automation while eliminating extensive triage
What is our primary use case?
How has it helped my organization?
The solution facilitates a transition from an organizational structure that is function-based to a process-oriented approach. This improves efficiency in ticket routing and eliminates the need for extensive triage.
What is most valuable?
The most valuable features include ticket routing, automation in triage, data control, and flat licensing. It allows for customization and offers a broad feature set.
What needs improvement?
I experienced some delay in response time for non-function critical queries. Moreover, there's limited experience with the CMDB or asset management features.
For how long have I used the solution?
We implemented the solution approximately four years ago.
What do I think about the scalability of the solution?
I have not had any real experience scaling with this solution.
How are customer service and support?
The customer service is satisfactory, though there might be delays in response for non-critical issues.
How would you rate customer service and support?
Neutral
Which solution did I use previously and why did I switch?
We compared this solution with others in terms of feature comparison, licensing, and scalability.
How was the initial setup?
The initial setup is very easy, especially if the external components and organizational structure are pre-defined.
What's my experience with pricing, setup cost, and licensing?
The solution offers flat licensing and appears to be cost-effective.
Which other solutions did I evaluate?
We evaluated Halo and compared it for feature capabilities and customization.
What other advice do I have?
None of my personal information should be published, and my comments should remain anonymous under GDPR regulations.
I'd rate the solution eight out of ten.
Examen pour Freshservice
Qu'aimez-vous le plus à propos de the product?
Freshservice est facile à utiliser et il y a beaucoup de fonctionnalités qui améliorent mon travail.
Que n’aimez-vous pas à propos de the product?
il n'y a rien de majeur à détester à ce sujet.
Quels sont les problèmes que the product résout, et en quoi cela vous est-il bénéfique?
Chaque fois que je rencontre un problème, je créerai un ticket à ce sujet et cela m'aidera ainsi que la personne informatique à se coordonner.
Ticket and asset manage
What do you like best about the product?
It make task easy to raise ticket and amanage the asset and easy to implement and support is best
What do you dislike about the product?
reporing is not good, need to make some improment
What problems is the product solving and how is that benefiting you?
fresh service is making our task easy and we can manage our asset
It gets the job done
What do you like best about the product?
It will get the job done. It is easy to use, easy to customize, and the user interface is simple and intuitive.
What do you dislike about the product?
The support is so so. Also you cant set complicated automations, and sometimes the organization can get a bit clunky if you are trying filter for very granular details.
What problems is the product solving and how is that benefiting you?
Creates simple single pane of glass to manage all IT requests.
The Ideal IT Helpdesk Solution
What do you like best about the product?
There are several best aspects about Feshservice and some of them are below.
1 - User friendly Interface
2- Built in Asset Management
3- SLA Managements
4- Customizable workflows
5- Automation and Workflow Mangements
1 - User friendly Interface
2- Built in Asset Management
3- SLA Managements
4- Customizable workflows
5- Automation and Workflow Mangements
What do you dislike about the product?
The pricing of the product seems a little expensive and there are limitations for the mobile application which does not have full features as the web version.
What problems is the product solving and how is that benefiting you?
It streamlines the ticketing issues as IT sometimes lost the way tracking their tickets without this tool and help in reduceing response time and ensures relevant team gets directed to the issues.
It also improves the SLA ensuring good customer satisfaction.
It also improves the SLA ensuring good customer satisfaction.
Streamlined our IT service management
What do you like best about the product?
- Onboarding and offboarding web forms
- Intuitive interface and automated workflows have reduced our resolution times significantly.
- A significant leader amoungst there competition
- Look a feel is very easy to use.
- Intuitive interface and automated workflows have reduced our resolution times significantly.
- A significant leader amoungst there competition
- Look a feel is very easy to use.
What do you dislike about the product?
- When requesting for feature, one doesnt hear anything from support after requested. Its as if the request disappears
- When asking for support, you are requested to find an available Calendy slot with an engineer, its usually a day later. Makes it difficult if you need support ASAP.
- When asking for support, you are requested to find an available Calendy slot with an engineer, its usually a day later. Makes it difficult if you need support ASAP.
What problems is the product solving and how is that benefiting you?
- Onboarding and offboarding staff.
- Change Management
- Incident Management
- Release Management
- Inventory and Software management
- Change Management
- Incident Management
- Release Management
- Inventory and Software management
Transitionnez votre système ITSM vers Freshservice sans heurts.
Qu'aimez-vous le plus à propos de the product?
Facile à gérer
Facile à configurer
Le coût de la licence vaut les fonctionnalités et services offerts
Support incroyable
Facile à configurer
Le coût de la licence vaut les fonctionnalités et services offerts
Support incroyable
Que n’aimez-vous pas à propos de the product?
Le module de gestion de projet peut être amélioré.
Quels sont les problèmes que the product résout, et en quoi cela vous est-il bénéfique?
Gestion des opérations
Easy to integrate. covers most ITSM needs.
What do you like best about the product?
Easy to use, implement, and integrate. covers most ITSM needs. Support is OK. Out business uses Freshservice very frequently for tickets and automation.
What do you dislike about the product?
Lack of some features. Support is always very responsive but sometimes resolves issues too quickly.
What problems is the product solving and how is that benefiting you?
Freshservice provides the It agents great visabilty into active tickets. The canned responses is a great feature to speed responses.
We also use Freshservice workflows heavily to update out HRIS and ITAM (we do not use the built-in ITAM)
We also use Freshservice workflows heavily to update out HRIS and ITAM (we do not use the built-in ITAM)
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