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Amazing Product
What do you like best about the product?
Although this tool was designed for an IT infer structure, we have been able to utilize it for out operations support desk. It allows for planning, support, and contract management. Technical Support has been OUTSTANDING!
What do you dislike about the product?
There are a few frustrations, specifically around non-customizable fields, but we have been able to work around most of these.
What problems is the product solving and how is that benefiting you?
Within this tool, we have created a one stop solution desk, customized for our specific needs
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Fresh Service
What do you like best about the product?
As simple as the day is long, You ask for any help whether it is a small question or an elaborately detailed concern, they are top notch all then way through.
What do you dislike about the product?
Nothing to dislike, I keep waiting for what s next and allowing this system to assist in all my needs.
What problems is the product solving and how is that benefiting you?
Speed and availability for the not so computer literate client. Ease of operation.
Proactive and an extremely fast response to any questions/suggestions/requests
What do you like best about the product?
Friendly, proactive, genuinely interested in understanding our needs and assisting us
What do you dislike about the product?
Nothing I can think of - they have been very helpful and supportive in our evaluation
What problems is the product solving and how is that benefiting you?
Looking to replace our aging ITSM with a new product and introduce a vast array of new features which will improve our time to log calls, respond to calls, automate workflow and provide a much better service to our end users
Recommendations to others considering the product:
Try them - you'll be pleasantly surprised
So Far So Good
What do you like best about the product?
I love the responsiveness of the customer service, and the ease of use of the software.
What do you dislike about the product?
Wish it was a little bit more customizable.
What problems is the product solving and how is that benefiting you?
We needed a ticketing system for our IT Department. So far it has cut down on response time and keeps everything together.
Amazing
What do you like best about the product?
The new layout of everything seems more efficient for the use of the ticketing service
What do you dislike about the product?
I gave some feedback about the inventory panel. For the use of myself and others, by having the different dropdowns of Desktop, Laptop, Server etc it helped go through which types of hardware were located on which floor of the company, who uses it etc.
What problems is the product solving and how is that benefiting you?
Multiple computer, printer and server problems. From using this, it has shown that someone who is in another building can have a problem and it can be sorted through this.
Recommendations to others considering the product:
Amazing software for the phone and amazing web interface for the computer!
Easy to use/Well Supported/Futureproof
What do you like best about the product?
I like the support which extends above and beyond what I personally have been used to with other retailers that promote their own customer support as something that excells. Not only are the support staff personable, they're quick.
What do you dislike about the product?
I dislike things that are now ideas for the fresh service team, I felt my suggestions have been acknowledged and genuinly considered.
What problems is the product solving and how is that benefiting you?
In hour portal.
Quick responses
What do you like best about the product?
The follow-up E-mails and the personal communication. No standardized responses.
What do you dislike about the product?
Do not always understand the issue, but it could be my own fault
What problems is the product solving and how is that benefiting you?
The rules on Freshservice
FAQ is also useful. Customer Service could provide me with relevant links to FAQ
FAQ is also useful. Customer Service could provide me with relevant links to FAQ
Great service, great support
What do you like best about the product?
We use Freshservice as our primary ticketing software and whenever we have any questions or issues the support team are there to help resolve them quite quickly.
What do you dislike about the product?
There are still a few things that we would like to see in regards to functionality in the product (such as a text to ticket integration) however it is very easy to use, very easy to configure and an overall great service.
What problems is the product solving and how is that benefiting you?
It helps us with tracking our performance as well as provides an archive of previous issues we've had to deal with. We have also been building a knowledgebase to help solve many easy issues users might have access to solve themselves to alleviate some of our workload.
Recommendations to others considering the product:
It is highly customizable and easy to customize. Rules are easy to create and has great support for any issues you might face
Very good and good looking ITSM SaaS software
What do you like best about the product?
* Fast rollout: you can go live with Estate Plan in really 2 weeks.
* Good implementation of ITIL framework.
* Good asset manager.
* Good customer service: fast reply and competent customer service so far, really appreciate it
* Easy and intuitive interface for the users: this is the main stand out feature with competitors! We really want users to use this Service Desk tool with all the features, especially Service Catalog, and FreshService intuitive UI is what helped us achieving good usage with almost no users complaints.
* Affordable: price is agent based, not user based, and is one of the lowest compared to competitors, maybe the lowest on ITIL based software
* Good implementation of ITIL framework.
* Good asset manager.
* Good customer service: fast reply and competent customer service so far, really appreciate it
* Easy and intuitive interface for the users: this is the main stand out feature with competitors! We really want users to use this Service Desk tool with all the features, especially Service Catalog, and FreshService intuitive UI is what helped us achieving good usage with almost no users complaints.
* Affordable: price is agent based, not user based, and is one of the lowest compared to competitors, maybe the lowest on ITIL based software
What do you dislike about the product?
* Project management module is underdeveloped (only Estate plan): the module works but there are PM focused competitors that does the job way better, and it's really lacking features when we're talking about portfolio management (i.e: handling more projects). The devs should remove the feature or improve it.
* Some features have low customization: asset management and categories, for example, doesn't have lot of customization options so if you may get stuck with them if your organization have particular needs.
* Mobile app is below the web UI: I really like the web UI but not the mobile app, especially for agents usage.
* Some features have low customization: asset management and categories, for example, doesn't have lot of customization options so if you may get stuck with them if your organization have particular needs.
* Mobile app is below the web UI: I really like the web UI but not the mobile app, especially for agents usage.
What problems is the product solving and how is that benefiting you?
A central ITSM system has greatly benefit our company and the intuitive UI help the users with their requests.
Recommendations to others considering the product:
Use the customer service (they really help) and train your end user constantly at using the software resources, especially the Service Catalog, to really use the full feature of the software
A full featured pop-up with a fresh look
What do you like best about the product?
There quick reactions to support calls and pricing
What do you dislike about the product?
The multi-language support is not optimal. No real dynamic content
What problems is the product solving and how is that benefiting you?
- Servicedesk
- Automating ticket creation
- Automating ticket creation
Recommendations to others considering the product:
Pay attention if you need full multi-language support
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