External reviews
External reviews are not included in the AWS star rating for the product.
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.
- Leave a Comment |
- Mark review as helpful
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.
Easy to use
What do you like best about the product?
Free for the number of computers we were using.
What do you dislike about the product?
Nothing really. Kind of sucks that some of the useful features were on the paid only side of the ticketing system but it's normal.
What problems is the product solving and how is that benefiting you?
We mainly used it as a self-service help desk.
Recommendations to others considering the product:
It has probably the easiest self-service page I setup out of the other ticketing solutions I tried.
Major time saver and accountability piece
What do you like best about the product?
This platform is very easy to use. It solves a number of issues in my IT Department
What do you dislike about the product?
Cost is a little higher but still very reasonable.
What problems is the product solving and how is that benefiting you?
Tracking of requests and concerns and providing accountability for IT staff
Excelent product for my use
What do you like best about the product?
facil manejo y desenvolvimiento en la herramienta
What do you dislike about the product?
no tengo objeciones con el producto lo recomiendo apaliamente
What problems is the product solving and how is that benefiting you?
a la fecha no ge tenido inconvenienitentes ha cumplido con mis expectativas
Recommendations to others considering the product:
recomiendo el producto
Feels like an old system built on a web experience
What do you like best about the product?
Freshservice usually works well. You can create some custom flows and requests using the system.
What do you dislike about the product?
Freshservice is much less customizable than it would appear. While you can create custom fields, it is difficult to use them in an automated workflow. Also, the workflow/products are quite rigid in terms of what you can and cannot do. There are some bugs where it will pick up incorrect information to associate tickets submitted via email. These have been reported to support with no resolution.
Last, their support is very unhelpful.
Last, their support is very unhelpful.
What problems is the product solving and how is that benefiting you?
Easy to use ticketing system that is cost effective.
Recommendations to others considering the product:
Make sure you can use one of their pre-build solutions without much customization.
Great ITSM tool for small to midsize IT operations
What do you like best about the product?
Great implementation support and many features ready out of the box (i.g., inbound email to ticket conversion, incident, asset management, and reports), compared to a larger enterprise tool we previously used
What do you dislike about the product?
Custom fields for service catalog is limited.
What problems is the product solving and how is that benefiting you?
Simple and clean user interface
Recommendations to others considering the product:
We reached out to other vendors, but Fresh Service's business unit and the tech support unit were to most responsive and helpful from the beginning of the evaluation phase, which made them a clear winner among its competitors.
showing 1,151 - 1,160