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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.
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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.
Full IT Help Desk up and running in a day
What do you like best about the product?
Ease of setup, detailed documentation. thriving community and support available via email, chat and phone. Responsive Account Managers
What do you dislike about the product?
Missing a few feature that would really help lock down requests. Such as full AD group sync.
What problems is the product solving and how is that benefiting you?
Previously we used email for all our IT work. Tickets would get lost. Staff were not able to see how tickets and request progressed.
Now tickets are tracked. Other agents can see notes. Projects are monitored and tasks assigned. Nothing goes missing.
Now tickets are tracked. Other agents can see notes. Projects are monitored and tasks assigned. Nothing goes missing.
Recommendations to others considering the product:
Very easy to setup. Make use of Support and the Community. We started with tickets coming in via email. Then published the portal a short time later. Portal adoption is growing organically. We had 1 person complete the setup in 1 day.
Keeps our requests organized
What do you like best about the product?
Prior to Freshservice, our IT team had a difficult time managing our requests via email. Freshservice provided an easy and cost efficient approach for our team to stay organized. As a manager, I don't have to hear complaints from my team if their requests aren't being fulfilled. It's easy to see when requests were made if there were any problems (which there wasn't!).
What do you dislike about the product?
There is nothing I didn't dislike about Freshservice. I would highly recommend it to start-ups. Even if you are a small team, start to track these requests now so you can look at the trends and better understand what the common issues are. It's critical in keeping your team happy and productive.
What problems is the product solving and how is that benefiting you?
We needed to keep our service items organized so we could solve the IT problems that arose from multiple offices without having anything drop. We also needed to capture trends on the issues so we could better understand where we needed to invest our resources and our capabilities in resolving issues as our company was growing in size.
Simple, straight forward solution
What do you like best about the product?
Easy to use, integrates with SSO Okta solution that allows me to easily track my issues and get quick updates.
What do you dislike about the product?
Never heard of it before so I'm unsure if there are hurdles waiting down the road that I can't anticipate.
What problems is the product solving and how is that benefiting you?
Tracking of trouble tickets in potentially impact my release schedules.
Recommendations to others considering the product:
The ability to integrate with single sign on services such as Octa make it simple to use and get people to use.
Strong Help Desk System With Low Maintenance Requirements
What do you like best about the product?
If you needed to go live this Product could likely be setup at a basic level in less than an hour, but then allows you to get granular and refine and improve the product. As an example the auto reply emails. They are satisfactory out the door but can be edited and revised.
What do you dislike about the product?
When you create Categories for you tickets they have a great Preview button which allows you to view all of the categories and how they appear. With the canned emails you rely on using Field Tags so the preview button is really a missing feature. This requires you to test every email by triggering it.
What problems is the product solving and how is that benefiting you?
For a small staff we need a very robust and full featured Help Desk ticketing system, We also need something with low maintenance and does not require a lot of work as we do not have resources.
Recommendations to others considering the product:
Make sure you test every element you intend to use. They are very helpful but coming from a different product it is important to understand things like workflow and triggers.
Great Product, easy to configure
What do you like best about the product?
Easy to Configure, Support was available when needed.
What do you dislike about the product?
It was a little to costly when the admin users kept racking up
What problems is the product solving and how is that benefiting you?
Great for ITIL environment for small business.
Great service desk out of the box
Great service desk out of the box
Recommendations to others considering the product:
Pricing needs to be brought down for the market your serving.
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