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Awesome service
What do you like best about the product?
We switched from an in house solution to this and we couldn't be happier with the switch
What do you dislike about the product?
We are an MSP and I wish we could have portals not just for engineering but for all of our clients as well.
What problems is the product solving and how is that benefiting you?
Our biggest issue that we resolved is that previously we were able to close tickets without any kind of notes or time stamps and that was a huge issue for some of our engineers
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Joe's Freshservice
What do you like best about the product?
integrates with a crm, chat and customer facing help desk service
What do you dislike about the product?
too many options make setting up intimidating
What problems is the product solving and how is that benefiting you?
handling internal bug squashing
Recommendations to others considering the product:
excellent support! probably the reason why i stayed. the setup can be a challenge otherwise. also, good integration with other freshdesk apps.
Great ticket tracker
What do you like best about the product?
I can submit and gain insight on my tickets via browser, email, or mobile app. Easy to use!
What do you dislike about the product?
Using the mobile app, when you reply, it always says Hi (your name). It's annoying.
What problems is the product solving and how is that benefiting you?
It's a centralized way to document tickets and get statuses.
Recommendations to others considering the product:
Ability to sort and filter better.
FreshService is extremely valuable
What do you like best about the product?
Freshservice has enabled my IT team to take control of our environment and provide great service to our customers. It provides visibility to both technicians and customers into the status of their tickets and allows us to manage our workflow.
What do you dislike about the product?
We've had some issues with multiple tickets being opened for each email reply...we need to work on that to see if it's our settings or if we need to work with Freshservice to find a solution.
What problems is the product solving and how is that benefiting you?
Previously the helpdesk was simply an email inbox. Incredibly inefficient. This has helped our team organize their work and provide better service to all clients.
Recommendations to others considering the product:
This is a super quick/easy solution to get in place and get up and running within a week or so. Keeps everything simple for the basic ticketing functionality.
Easy to setup and manage
What do you like best about the product?
Very simple setup and quick support. They offer lots of great tutorials to get running quickly.
What do you dislike about the product?
I never had any issues with the service. It was reliable and consistent.
What problems is the product solving and how is that benefiting you?
Easy service management. Easy tools to compare team members. Quick access to KPI for reporting to sr leaders.
Recommendations to others considering the product:
Give it a try. Its free and easy to try it out.
Easy to use help desk
What do you like best about the product?
It is easy to use, the creation of assets is a big plus. The exchange of information with my technicians makes it easier to keep track of the tickets.
What do you dislike about the product?
I cannot find the way to forward emails sent to my email, to the freshservice platform to become a ticket automatically (maybe I don't know who to do it, I am not 100% sure it is not available).
What problems is the product solving and how is that benefiting you?
Keep control of all maintenance service tickets.
Recommendations to others considering the product:
I would recommend exploring all its features before using it.
very easy to use
What do you like best about the product?
very easy to use and great usability and ux
What do you dislike about the product?
the chat tool is terrible ... we prefer olark
What problems is the product solving and how is that benefiting you?
track incidents
Refreshingly simple
What do you like best about the product?
The ease of use, the clear ITIL flow, the many options. The swift and friendly costumer support.
What do you dislike about the product?
some integrations could be better, like the connection to SCCM or AD
What problems is the product solving and how is that benefiting you?
We are changing ITSM software, where we now have no overview, no transparant reporting, no easy flow to something clear. This will help IT and therefore help our business in dealing with incidents much faster
Recommendations to others considering the product:
Try it for free, it will convince you
Freshservice, a fun, simple, and effective tool perfectly suited for managing requests.
What do you like best about the product?
1. The service catalog has allowed us to greatly simplify certain recurring requests (employee arrivals/departures, etc.).
2. The Dashboard gives us a very good quick overview of the status of tickets on a day-to-day basis.
3. Being able to easily generate customized activity reports allows us to reduce the time spent collecting and analyzing KPIs.
4. A single tool for managing our IT and General Services requests.
5. Cloud model: accessible from anywhere and from any device | no impact on our current infrastructure, nor any administration to manage | easily adaptable to their needs.
6. Ease of use and gamification (friendly competition among agents).
7. Possibilities for end users to track their requests.
2. The Dashboard gives us a very good quick overview of the status of tickets on a day-to-day basis.
3. Being able to easily generate customized activity reports allows us to reduce the time spent collecting and analyzing KPIs.
4. A single tool for managing our IT and General Services requests.
5. Cloud model: accessible from anywhere and from any device | no impact on our current infrastructure, nor any administration to manage | easily adaptable to their needs.
6. Ease of use and gamification (friendly competition among agents).
7. Possibilities for end users to track their requests.
What do you dislike about the product?
The search model that does not search in the personal fields of the service catalog
What problems is the product solving and how is that benefiting you?
Freshservice completely addressed our initial issues. Indeed, the fact that users only need a web browser or email to make a request allowed us to better record all user requests and avoid "hallway" requests. Moreover, we previously had two applications for IT and General Services tickets. Now, all requests are handled through a single tool. Also, the day-to-day management of tickets (escalation, tasks,...) has become much simpler with Freshservice. Finally, the multitude of reports offered by default in the tool has greatly reduced the monthly time spent collecting and analyzing KPIs.
In just 9 months, we have identified many improvements in the management of our IT and General Services requests. We now have the ability to have information on response times and ticket resolutions.
• On the agents' side:
◦ Approximately 15% decrease in average first response time
◦ Approximately 30% decrease in average response time
◦ Reduction in resolution time
◦ More than 50% decrease in IT tickets reassigned between agents thanks to the management of escalations, tasks, and planning
◦ Better tracking and management of tickets (more information provided on progress status)
◦ Reduction in the number of ticket backlogs
◦ Increase in performance in terms of SLAs
◦ Satisfaction of IT teams
◦ Very good quick overview of ticket status thanks to the dashboard
◦ Reduction in time spent collecting & analyzing KPIs thanks to reports
◦ Reduction in ticket volume thanks to the self-service portal
• On the infrastructure side:
◦ Application availability 24/7 | no need to monitor it and its administration
• On the users' side:
◦ Simplification of certain recurring requests (employee arrivals/departures, etc.) thanks to the service catalog
◦ Reduction of anarchic "hallway" requests: increase in requests made via the tool.
◦ Satisfaction of end users with the system itself
◦ History of all their requests easily accessible
In just 9 months, we have identified many improvements in the management of our IT and General Services requests. We now have the ability to have information on response times and ticket resolutions.
• On the agents' side:
◦ Approximately 15% decrease in average first response time
◦ Approximately 30% decrease in average response time
◦ Reduction in resolution time
◦ More than 50% decrease in IT tickets reassigned between agents thanks to the management of escalations, tasks, and planning
◦ Better tracking and management of tickets (more information provided on progress status)
◦ Reduction in the number of ticket backlogs
◦ Increase in performance in terms of SLAs
◦ Satisfaction of IT teams
◦ Very good quick overview of ticket status thanks to the dashboard
◦ Reduction in time spent collecting & analyzing KPIs thanks to reports
◦ Reduction in ticket volume thanks to the self-service portal
• On the infrastructure side:
◦ Application availability 24/7 | no need to monitor it and its administration
• On the users' side:
◦ Simplification of certain recurring requests (employee arrivals/departures, etc.) thanks to the service catalog
◦ Reduction of anarchic "hallway" requests: increase in requests made via the tool.
◦ Satisfaction of end users with the system itself
◦ History of all their requests easily accessible
Recommendations to others considering the product:
It is an excellent tool that fully meets the needs of agents and users.
It is easy for end users to understand and accept.
The administration and configuration part is done easily and does not require any special skills.
A completely Cloud-based solution, therefore ideal, as there is no infrastructure to manage, and system administration is done by the FreshDesk teams!
It is easy for end users to understand and accept.
The administration and configuration part is done easily and does not require any special skills.
A completely Cloud-based solution, therefore ideal, as there is no infrastructure to manage, and system administration is done by the FreshDesk teams!
Freshservice: An effective tool for managing daily support interventions
What do you like best about the product?
1. The clarity of dashboards, allowing for a quick reading of intervention priorities.
2. Dedicated personal access for end users, allowing them to track the status of their requests at any time.
3. The playful elements (points, rankings) implemented to maintain the motivation of agents.
4. The simple and customizable production of activity reports.
5. The ability to offer a service catalog to users, correctly formatting intervention requests from the moment of registration through customizable forms.
6. The very simple customization of intervention domains and types.
2. Dedicated personal access for end users, allowing them to track the status of their requests at any time.
3. The playful elements (points, rankings) implemented to maintain the motivation of agents.
4. The simple and customizable production of activity reports.
5. The ability to offer a service catalog to users, correctly formatting intervention requests from the moment of registration through customizable forms.
6. The very simple customization of intervention domains and types.
What do you dislike about the product?
There are still a few elements to be correctly translated into French.
The management of the fleet is, in my opinion, a bit expensive beyond 100 pieces of equipment, which is why we prefer to continue using GLPI for this aspect of our activity.
The management of the fleet is, in my opinion, a bit expensive beyond 100 pieces of equipment, which is why we prefer to continue using GLPI for this aspect of our activity.
What problems is the product solving and how is that benefiting you?
We manage all user support activity for our organization, which is approximately 1200 tickets per year for 150 accounts. We have significantly improved in efficiency since we switched to FreshService in May 2015, thanks to clearer and simpler tracking of intervention tickets.
Recommendations to others considering the product:
Enjoy the free trial period to quickly get an idea of the benefits provided by this service.
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