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Next Gen ITSM/IITL tool
What do you like best about the product?
1:Complete solution to IITL need including Service /Incident/ Problem/Change/Asset management for Internal IT.
2:Gives you more power to enhance the ability of Solution.
3:Improved Look and feel.4
4: Prompt support
5:Open to environment based customization.
2:Gives you more power to enhance the ability of Solution.
3:Improved Look and feel.4
4: Prompt support
5:Open to environment based customization.
What do you dislike about the product?
tool need to work on precisely on integration DL as requester and ticket view scope.
What problems is the product solving and how is that benefiting you?
As Internal IT tool we use is like Incident management /Problem management /Asset management/Service request.
Recommendations to others considering the product:
More sorted UI and more power to user in term of handling ITSM
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Good out of the box solution
What do you like best about the product?
The workflow and admin tools are simple, intuitive and cover most use cases
What do you dislike about the product?
Documentation is poor, particularly for the API. Getting new features appears to be impossible.
What problems is the product solving and how is that benefiting you?
Client Support, change management, incident management, documentation
Great software - easy to use - even better price
What do you like best about the product?
Inventory management is easy to use, the helpdesk has a nice interface, and the knowledgebase is a great place for our teachers to refer to if they are having a problem.
What do you dislike about the product?
The layout can be a little difficult to navigate for the inventory management. I wish there was more fields for asset status such as "Out for Repair"
What problems is the product solving and how is that benefiting you?
We use Freshservice to manage inventory of products throughout our district and can easily check devices out for repair
Recommendations to others considering the product:
Give the trial a whirl and make sure it will work for your organization's needs
Done and sorted in moments
What do you like best about the product?
They were very polite, I had a series of questions and they dealt with them very quickly and gave great advice on how to achieve what i wanted. Came back with a follow up email to make sure i was happy with service.
What do you dislike about the product?
The service was very good and i couldn't really fault it.
What problems is the product solving and how is that benefiting you?
Combining ITSM in to one tool, This has every and is made simple. Incident,Problem, Assets etc...really worth a look.
Recommendations to others considering the product:
If you need ITSM tool in one place...this is the way to do it.
Fresher IT with Freshservice!
What do you like best about the product?
Ease of access, simplicity, configure quickly
What do you dislike about the product?
Needs to mature in a few areas...logging these as feature enhancements & some have been turned around already..
What problems is the product solving and how is that benefiting you?
Ease of incident logging, easy to use Self Service Catalog, simple to interact with 3rd party providers, to name a few
Great Solution for small companies
What do you like best about the product?
Great features that makes for a high quality support service including automatic replies and updates. There are more features offered for free than most customer support solutions.
What do you dislike about the product?
Id only say the UI design could see some improvement. Just recently they launched a new design that is a more modern and easy to look at. Would like to see better mobile UI too.
What problems is the product solving and how is that benefiting you?
I am able to get tickets sent to me without missing emails that are requests. I need this because I don’t have a person to monitor business email during the day. Freshservice alerts me so I don’t miss one service request.
Recommendations to others considering the product:
Start the trial and get help implementing quickly, focusing on your main pain points with ticket requests. Use the helpful team to make it work for your business
Good tool but missing important functionality [UPDATE!!]
What do you like best about the product?
Original Post: I like the user interface. Also the application is amazing from both a support level and a user interface. Much better than any of the other applications we have tested.
Update: I have been using the product for several years now. They have grown so much as a product and company and one thing is very clear. They are hyper focused on customer success and adoption.
Update: I have been using the product for several years now. They have grown so much as a product and company and one thing is very clear. They are hyper focused on customer success and adoption.
What do you dislike about the product?
Original: No "If/Then/Else" ability in automation. The automation logic it much too limited. If the Observer tool just had the same options as dispatcher we would be much better (specifically the "cc" functionality). If I had the ability to add a "cc" in Observer my review would be 8. If I could add if/then/else statements to the automation tools my review would be 10/10 easily. Another feature set that would be much appreciated is adding visibility in reporting for projects.
Update: They have greatly improved and corrected all of the bugs with the previous automation tools. They have gotten rid of the old clunky automators and really beefed up the workflow automation tool. I think most if not all automation can be done by solely using the automation tool.
Update: They have greatly improved and corrected all of the bugs with the previous automation tools. They have gotten rid of the old clunky automators and really beefed up the workflow automation tool. I think most if not all automation can be done by solely using the automation tool.
What problems is the product solving and how is that benefiting you?
Solving some of our needs but we are lacking several workflow automation.
Recommendations to others considering the product:
Sign up for the trial as soon as possible. Also try reaching out to their support team and compare their response to others that you are POC'ing. You will be shocked how much quicker they are to respond and correct your issue.
Full featured and engaging
What do you like best about the product?
What sold me on FreshService was that it pretty much set the bar for help desk software. When I was comparing against the competition, nobody else could match their feature set. Now that I'm a customer, their tech support is responsive and knowledgeable as well.
What do you dislike about the product?
There have been a few speed bumps in integrating our single sign on with FreshService, but we eventually got there.
What problems is the product solving and how is that benefiting you?
In addition to simply having a comprehensive and easy to use ticket portal, our techs are more engaged due to the gamificstion feature.
Recommendations to others considering the product:
If you need a full featured IT help desk, FreshService will not disappoint you.
Prompt, Efficient Service
What do you like best about the product?
Prompt, friendly service via the online portal
What do you dislike about the product?
I did not have any negative experience with the support
What problems is the product solving and how is that benefiting you?
Good reporting and insights on service requests. Good contract and change management capabilities
Great product!
What do you like best about the product?
Very easy to use. Great UI design. Perfect for ITIL. Support is very swift at replying.
What do you dislike about the product?
Nothing right now. I'm very pleased at the moment.
What problems is the product solving and how is that benefiting you?
IT Helpdesk
Recommendations to others considering the product:
Freshservice is the best ITSM experience you can get. Super easy to use with a lot of great management tools.
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