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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.
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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
One of the best ITSM Solutions available
What do you like best about the product?
Clean interface. The ease in which I can get work done quickly. The Time sheet is also a plus and has a built-in timer. The timer continues even if I navigate away from the page so I can reuse the browser tab for something else while I work on the ticket (most solutions don't do this). The customer portal is a huge plus. I'm glad this is not a per-customer licensed service and instead is a per agent. This will ensure we can afford the service as we continue to grow.
The support with Microsoft Flow is one of the primary reasons we chose Freshservice. We use Microsoft Flow to help us manage and automate our processes and having this integration was a priority.
The support with Microsoft Flow is one of the primary reasons we chose Freshservice. We use Microsoft Flow to help us manage and automate our processes and having this integration was a priority.
What do you dislike about the product?
I didn't like the fact that the trial came with sample data that could not be easily removed. I spent about an hour deleting the sample data in the system before I could really start using it. It was a waste of an hour. I talked to support about it and they said that I would have to manually delete things. And not all data can be deleted. Some of it you can only "close" and it will remain in your system.
What problems is the product solving and how is that benefiting you?
We needed an easy, cost-effective solution to manage inbound tickets and allow customers to submit their own tickets (we are an MSP). As a mobile-based business, we don't have a lot of time to manually manage and organize tickets so having a solution that can use rules, triggers, and automation to help us manage tickets, remind us of tickets that have not been touched in a while, and deal with prioritizing is what we needed. In addition, having the system send a survey after a ticket is closed was a bonus, something we could not do with our previous solution.
Recommendations to others considering the product:
There is a lot of bang for your buck. Be sure to spend time understanding the different service levels before you buy to be sure you are what you want. Don't spend extra on things you "Don't need now but might later" because you can also upgrade the solution. Save money.
Freshservice - Makes ServiceNOW feel like ServiceLATE
What do you like best about the product?
Fluidity of interface during use. The Freshservice product was clearly designed by people who have fun service desks. The simple, yet effective interface allows agents to quickly move through the support process without being hindered by the bean counting.
What do you dislike about the product?
Currently custom text fields placed in service items are not available as output in custom reporting. I understand why, there is no character limit on the custom text fields, therefore processing such a report would be insane. I have suggested a "Short Text" field that is available.
What problems is the product solving and how is that benefiting you?
Freshservice replaced my old ticketing system. It is currently giving my service desk agents the ability to properly prioritize, and work off a list of tickets organized by SLA due date. Having the communication integrated with the support e-mail makes it easy to be responsive, and add that extra CSAT touch. The other HUGE benefit is that by default, CSAT scores from post ticket survey is tied to the ticket. This makes leveraging CSAT in reporting very easy.
Recommendations to others considering the product:
Let your service desk try the product, it is the best I've seen in regards to usability.
Easiest Service desk to use
What do you like best about the product?
The ease of use and setup of Fresh service is great. we can make announcements and link incidents to problems, for us this has been the best service desk we have had.
What do you dislike about the product?
I would like The integration of Team Viewer and to book appointments to users calendars (Office 365).
What problems is the product solving and how is that benefiting you?
Fresh service is cheaper than most and it helps with Asset management.
Recommendations to others considering the product:
Trial it and you will like it!
A very Solid Service and Support Desk
What do you like best about the product?
They have just released a new interface which is much slicker than the previous one
Scenario's and automations are very impressive
compared to a zendesk it is very cost effective
Scenario's and automations are very impressive
compared to a zendesk it is very cost effective
What do you dislike about the product?
Price points are very odd, or to be more specific the features that are/aren't included are odd - you have to go for quite a high package to get what seem like basic features.
What problems is the product solving and how is that benefiting you?
internal helpdesk and IT support
Recommendations to others considering the product:
Use the automations!
good and support is great
What do you like best about the product?
timings, support, resolution in immediately.
What do you dislike about the product?
as of now I am facing difficulties in reporting side. unable to fetch required report
What problems is the product solving and how is that benefiting you?
IT ticketing.
Recommendations to others considering the product:
need to focus on reporting side.
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