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Cloudbase ITSM
What do you like best about the product?
Easy to use itsm system with all prepared on first Log-on.
What do you dislike about the product?
there are some minor Bugs based on Browser compatibility.
What problems is the product solving and how is that benefiting you?
We could easily start with a itsm suite including Service requests which can trigger other cloud services (e.g. with webhooks)
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Easy to implement ITSM
What do you like best about the product?
No nonsense approach with all the required features at the right price. Implementation does not take too long. Incident Management is simple to understand. Knowledge base can be customised. Mobile app is handy when on the move. Uploading photos of a troublesome device can be done through the mobile app.
What do you dislike about the product?
Some features still require some ironing out. Most features work just fine though.
What problems is the product solving and how is that benefiting you?
Self-service adoption is something that our business found tough to implement. Freshservice improved adoption rates close to 80%. Knowledge base articles can be created from the incidents resolved. SLA customisation helps in different teams to adapt to various use cases. Reporting is powerful enough to gauge performance of the IT team.
Recommendations to others considering the product:
Make complete use of the trial period. Support is great and the demo guys are helpful. This will help you to understand what features suit your company. You can then choose the right plan based on the requirement. Try out the customisation of the self-service portal and the knowledge base to suit your branding guidelines. This will ensure consistency across your website. Also, checkout the marketplace for some useful app integrations. We got support to help us out with a few integrations that we were not able to do on our own. Also, the support section is fairly straightforward to help the IT team understand most features. The mobile app for agents lets them to scan assets and barcodes so that solves a lot of time.
Always prompt, follows up to a positive conclusion of issues
What do you like best about the product?
I like that with Fresh Service Team no issue / Problem is stupid. One gets sorted out completely and if a solution is not available at that time one is explained to. The Application has generally enable my team keep tabs with their activities. It has generally improved our service operations in the department
What do you dislike about the product?
I only had one experience that i did not like. I had explained my problem to an agent and what i had done to sort it out, then the agent suggested that i try the same thing that i pointed out that it had not worked. Also solutions to some issues ( for example creating separate SLA for Projects ) are not available until a certain number of similar requests are received by Fresh Service
What problems is the product solving and how is that benefiting you?
We are managing our vast assets with the App, It is also our primary help Desk App. It has helped a great deal in managing my agents and getting them to offer prompt support system to our technology users. None of them wants to violate their SLA so it has directly impoved their performance and the users are consequently happy.
Helpdesk
What do you like best about the product?
Azure AD integration....................
What do you dislike about the product?
Translations to Portuguese is not 100%..
What problems is the product solving and how is that benefiting you?
We needed a tool to get and address our clients issues, Freshservice is doing the job.
na
What do you like best about the product?
The Agents are very helpful and they explain everything in simple English.
What do you dislike about the product?
FS is easy to use, therefore, I have nothing bad to say. The UI is very simple to use which means you can easily work through FS without any help.
What problems is the product solving and how is that benefiting you?
We deal with a system called PMS and all our users creates tickets using FS. FS makes it easier for us to manage and deal with the ticket in a timely manner.
Great product and service.
What do you like best about the product?
Fast support and customization. The integration of a Solutions sections ticket automation allow our team to provide faster service and staff are also able to troubleshoot minor issues on their own.
What do you dislike about the product?
Couple of features can't be customized that are hard coded into the environment. These are minor but some features we would have like to alter can't.
What problems is the product solving and how is that benefiting you?
By having our IT tickets, solution articles, change management and asset tracking consolidated into a single environment, our team is able to provide better and faster service to our staff.
Recommendations to others considering the product:
Definately a product worth considering.
Good overall product
What do you like best about the product?
I like the fact that the Knowledge Base(KB) is easy to setup and use. It has helped our staff find answers to issues that have already been solved. This saves time for the support staff. You can also use the KB for support staff and have the KB article hidden from the general staff. This is a great feature. I also like the assignment of tickets to a group, so when a ticket is created it emails the people listed in that group.
What do you dislike about the product?
I really don't like that the program does not delete requesters but puts them in a blocked/spam folder. If I wanted to do that I could do it in my email. We should be able to delete users and or the email accounts tied to the requester. I don't like the asset tracking part of the program. It is very cumbersome and not very user-friendly. I had to put in a help ticket to Freshservice to fix a requester problem.
What problems is the product solving and how is that benefiting you?
We have been able to get a well working Knowledge Base in place to help with Support. We are able to use Freshservice tickets to track where we need to train other staff members. We can use the reports to show one of our vendors where we are having the most issues with their product.
Recommendations to others considering the product:
If you have to add or Delete requesters this might not be the product that you want. It is easy to add a requester but deleting a requester or changing the email is a pain to get done.
Service is great!
What do you like best about the product?
I like the fast response to my questions/issues. Support has always been extremely helpful and willing to go the extra mile to help us resolve our requests.
What do you dislike about the product?
The reporting feature took some time to get used to.
What problems is the product solving and how is that benefiting you?
Provides us with a central location for our IT and Business tickets and reporting needs.
Freshservice is a great product
What do you like best about the product?
Easy to use, intuitive web portal. Me likes the freshservice
What do you dislike about the product?
There is nothing that I dislike about Fresh service
What problems is the product solving and how is that benefiting you?
We use it for our I.T. ticketing system
Recommendations to others considering the product:
use it
Freshservice is Awesome!
What do you like best about the product?
-Tickets are accessible from anywhere via the web interface or through their iOS/Android app.
-Their customer service is extremely responsive, and very easy to work with.
-The interface is clean, and is simple to navigate.
-Their customer service is extremely responsive, and very easy to work with.
-The interface is clean, and is simple to navigate.
What do you dislike about the product?
There are a couple things missing from the mobile app. Tagging is not available, and ticket descriptions are not editable. You can add notes, but not edit the original description.
What problems is the product solving and how is that benefiting you?
Mobile access to our ticketing system.
Transparency for our end users. They can now login and check the status of their tickets, add notes to them, etc.
Transparency for our end users. They can now login and check the status of their tickets, add notes to them, etc.
Recommendations to others considering the product:
Try it! It was very easy to setup the trial.
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