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A good ticketing service for SMBs
What do you like best about the product?
It's easy to configure and administer as a power user.
What do you dislike about the product?
The interface is clunky and reporting options are limited by default. You can get the work done, but you cannot integrate with tools like Trello etc.
What problems is the product solving and how is that benefiting you?
We served multiple clients as IT support and they were able to log incidents and get billed for our consultant effort and time.
80% is worthy and 20% inconvenient
What do you like best about the product?
Workflow plays a vital role in all the processes for automating events. Adding 20 Dashboards in a single user account helps track multiple tickets view. Analytics reports help prepare by using different metrics and groups.
What do you dislike about the product?
Data syncing in analytics takes a lot of time. Assuming the identity option shouldn't be available for anyone, including Admins and product owners, since it might be misused.
What problems is the product solving and how is that benefiting you?
The operational Level Agreement option is available to track the internal teams' performance. Team huddles help to discuss immediately with any agent to close the requests.
Best Application
What do you like best about the product?
Interface and easy to use and accessable everywhere
What do you dislike about the product?
There is no points for disliking the tool
What problems is the product solving and how is that benefiting you?
Solving the Service Desk problem, Employees can easily able to raise ticket and track it
Freshservice
What do you like best about the product?
Asset management is very nice and useful, I also like the portal opened for the end user. It is a nice detail that it automatically responds to the chat with their Freddy Ai.
What do you dislike about the product?
In general, the product does not have a feature that I do not like, sometimes it can be very restrictive. I am uncomfortable with that situation.
What problems is the product solving and how is that benefiting you?
When there is any problem or deficiency of the employees within the company, freshservice helps in this regard.
Freshservice - A fresh perspective on ticketing and helpdesk system
What do you like best about the product?
- Fresh and modern interface
- Intuitive and informative dashboard
- Assigning tickets to groups
- Robust ticket automation, workflow and automation
- Ticket notification
- Intuitive and informative dashboard
- Assigning tickets to groups
- Robust ticket automation, workflow and automation
- Ticket notification
What do you dislike about the product?
- Merging of tickets is done bizarrely. It does not append to the end of the original ticket, making understanding ticket notes very difficult.
- Requires a lot of improvement in the above-mentioned
- Interface is sometimes very laggy
- Requires a lot of improvement in the above-mentioned
- Interface is sometimes very laggy
What problems is the product solving and how is that benefiting you?
Freshservice is used primarily as a ticketing and helpdesk system. It is also used for notifications to users when tickets are resolved.
Freshservice is also used partly for project management.
Freshservice is also used partly for project management.
Freshservice does what we need it to do and can do more.
What do you like best about the product?
The automation and reminder pieces of our package is what we really like about our Freshservice installation. It keeps us on track and accountable to our workload.
What do you dislike about the product?
The latest layout is not as intuitive as before. In this latest case, I think they changed the layout just for the sake of change.
What problems is the product solving and how is that benefiting you?
Keeping track of our workload and relaying information back to our customers. It also makes it easier for the techs to lookup information from other techs.
Core ITSM is Excellent
What do you like best about the product?
The core ITSM functionality is fully functional and easy to install and use. The incident, Change, Problem, Release are all good and the new Alert management module is a game changer. The integration via webhooks to other FRESH products is good and the Jira integration looks excellent
What do you dislike about the product?
The Project module is ok, however, it records employee time in a different data schema. In big companies with totally different project teams, it is probably ok, but in small to mediums where the project resources are also Level 3 resolvers, this creates issues pulling utilisation and billing reports together adds at least an hour of work per week.
What problems is the product solving and how is that benefiting you?
We are an Managed Service Provider so Freshservice is the core of our service delivery business. Freshservice solves our core ITSM delivery problem out of the box, no customisations are required.
Management of all ours clients from a centralized platform
What do you like best about the product?
I like Freshservice, it is software that has a very easy-to-use interface, no matter if you are a professional or a beginner in this area. From my point of view, Freshservice is one of the best ITSM software that exists, it helps me in the preparation of campaigns and the administration of web pages and social networks, through this software the digital organization of the company and its external cases are well structured. Its price is good because it offers many useful functions, the development of this software is optimal and the results obtained are excellent and of quality, in addition, the support team is efficient, they respond immediately and provide accurate solutions.
What do you dislike about the product?
It is complete software but the mobile version does not compare at all with the PC version, it is difficult to use and it is difficult to adapt to it. I would like this function to improve since at certain times I need to use it on mobile.
What problems is the product solving and how is that benefiting you?
This software has become a fundamental tool in my field of work because it helps me manage to advertise to attract customers; in addition, it helps me provide full support within digital management. Among the characteristics that Freshservice has is that I can use ITSM in each of the aspects, it does not cause any type of problem when interacting with a client and all users have communication. It is a tool that is always advancing, every day it improves and all its updates are better than the previous ones.
FreshService is a great ITSM tool
What do you like best about the product?
I like the fact it is cost-effective and shows a lot of value as it comes with a ton of features for its pricepoint. I am used to using ServiceNow and FreshService can compete with SN from an ITSM standpoint.
What do you dislike about the product?
The limitations in portal design and the need to be an HTML coder. I havent been able to see if we can have parent portal pages with child pages and designing these will require coding expertise.
What problems is the product solving and how is that benefiting you?
Full ITSM tool and reporting of the customer requests. It enables me to create support information back to customers and report back internally to the team and to upper board management.
Rapide et sérieux
Qu'aimez-vous le plus à propos de the product?
J'aime la simplicité de l'interface web et l'excellente expérience utilisateur.
Que n’aimez-vous pas à propos de the product?
Il manque encore certaines fonctionnalités comme une meilleure gestion des contrats et des bons de commande.
Quels sont les problèmes que the product résout, et en quoi cela vous est-il bénéfique?
C'est notre ITSM organisationnel, donc tous les problèmes, demandes, tickets passent par lui.
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