External reviews
External reviews are not included in the AWS star rating for the product.
Great tech support
What do you like best about the product?
The live technical support is very helpful and I can reach them anytime by calling. I had an issue with how the timer on tickets starts and the team is customizing a solution for me.
What do you dislike about the product?
Need more options for graphs under reports (this might be user error on my end).
O365 SSO integration not there yet, I believe it is on the roadmap
Needs better authentication options for CMDB probe, that port
O365 SSO integration not there yet, I believe it is on the roadmap
Needs better authentication options for CMDB probe, that port
What problems is the product solving and how is that benefiting you?
Better reporting than what was offered by Zendesk. I am still working on adding custom fields that we can sort on so I have more configuration to do on my end but support has been very helpful .
Recommendations to others considering the product:
Play around with it first by creating a trial account.
- Leave a Comment |
- Mark review as helpful
Great value for the cost.
What do you like best about the product?
Chose Freshservice after trying out few other competing products. Have been using it for close to an year now and no regrets at all on the decision. It has served our requirements extremely well.
Few reasons for choosing and continuing to use it are :
Ease of setting up and using it.
Excellent support
Beats every other product in price to features comparison ratio.
Few reasons for choosing and continuing to use it are :
Ease of setting up and using it.
Excellent support
Beats every other product in price to features comparison ratio.
What do you dislike about the product?
There is nothing to dislike. But would love to see features that provide greater control over user defined dashboards in CMDB part of the product.
What problems is the product solving and how is that benefiting you?
Freshservice is core to our business and we use it for customer support , knowledge base and asset management. It helps run our business critical processes efficiently and improves productivity of the team.
Great, easy to use Product
What do you like best about the product?
Freshservice is very comprehensive from an agent perspective but also from an administrator point of view. The system can be implemented in a very short period of time, because what you get is just right and usable without extensive training or customization. The main functionality is available to support your ITIL-based processes just out of the box.
One of the points i like very much is the built-in portal for the end-users. Providing a service-catalog with corresponding approval-workflows is a very easy task. The tools for automating tasks is feature-rich and suits most requirements of SMEs IT-organisations. What you get for the price is just more then fair.
And last but not least - Support from Freshservice is great and very responsive without any additional charge
One of the points i like very much is the built-in portal for the end-users. Providing a service-catalog with corresponding approval-workflows is a very easy task. The tools for automating tasks is feature-rich and suits most requirements of SMEs IT-organisations. What you get for the price is just more then fair.
And last but not least - Support from Freshservice is great and very responsive without any additional charge
What do you dislike about the product?
What could be better is the flexibilty in the Reports which are rather limited at the moment (e.g. no Excel-Export of raw-data). Another point ist the CMDB which would contain all the basic functionality but the Probe/Agent for Discovery is very limited in my opinion and could be better - you get what you get with almost no configuration-possibliy of attributes you get or possibiltiy to adapt the mapping of them.
What problems is the product solving and how is that benefiting you?
- Better Interface to our internal customers thruoughout self-service mechanisms
- Better understanding of customer-needs and problems
- Better overview of what we have to do and when
- Better understanding of customer-needs and problems
- Better overview of what we have to do and when
Best Help Desk
What do you like best about the product?
1. Excellent, intuitive user interface and usability.
2. Configurable to meet most of our workflow needs.
3. Excellent and responsive support.
4. Feature-packed
5. Fast performance
6. Custom branding
2. Configurable to meet most of our workflow needs.
3. Excellent and responsive support.
4. Feature-packed
5. Fast performance
6. Custom branding
What do you dislike about the product?
Instead of downloading a report or export directly, the report is emailed to me.
Our current needs don't demand it, but I wish that the Solutions module supported Knowledge-Centered Support practices.
Our current needs don't demand it, but I wish that the Solutions module supported Knowledge-Centered Support practices.
What problems is the product solving and how is that benefiting you?
Our Freshservice help desk has given us the tools we need to effectively measure and manage our incident response and service request workflow. Instead of just "email one of the IT guys", we can now take control of incident response, document everything in one place, and report on support trends.
Freshservice has made IT look REALLY good to our C-level management.
Freshservice has made IT look REALLY good to our C-level management.
Just work for a short time with the product
What do you like best about the product?
Just work for a short time with the product, but the experience until now is very good. Also the suportdesk is reacting very quick and not found any question they can't answer
What do you dislike about the product?
At this moment I have none, but we are only in the implementation phase
What problems is the product solving and how is that benefiting you?
The planning is to put also our hardware into frehservices and that will be a benefit we not have yet
Easy to setup, easy to a administer, simply clever solution.
What do you like best about the product?
Whan I was searching robust but still simple and flexible helpdesk system, I was wondering that freshservice can be setup within 1 hour withou any request for support. And than, later on, when I wanted to improve or change anything, i can contact directly suppport, which was able to decide and solve.
Perfect and fast user interface
Perfect and fast user interface
What do you dislike about the product?
Not fully translated into czech, hope will be improved soon. And from process point of view, each time you create incidents, no chance to create service calls directly, only by changing type later on. It would be great to have possibility to make your own statistics and reports. But all this are just peanuts.
What problems is the product solving and how is that benefiting you?
Supporting our customers under strict SLAs and deliver them the best feeling of getting fast and proffessional support. And for that the effective communication is one of the key points of make them feel satisfied.
Recommendations to others considering the product:
It is really simple to implement and administer. You will not need so much support, I would say almost none. IT is user friendly, simple, flexible but still robust enought to cover ITIL processes. And I like the design a lot. And last but not least, they are still supporting you proactively, take care about your needs and really try to help you to improve their solution to correspond your needs.
Great support
What do you like best about the product?
We use freshservice for our internal salesforce support. It's easy to use.
Dominic, a support engineer, helped us over the course of a few weeks on some forms we were creating with our HR team. He was patient, helpful, and attentive to our needs. He worked with us until we were satisfied with the forms.
Dominic, a support engineer, helped us over the course of a few weeks on some forms we were creating with our HR team. He was patient, helpful, and attentive to our needs. He worked with us until we were satisfied with the forms.
What do you dislike about the product?
There are some features that should be included, such as conditional logic for creating forms without code based solutions. It is a bit confusing to not have certain key features.
What problems is the product solving and how is that benefiting you?
Internal support is very clear and the surveys sent out are very easy to use. We are able to have different helpdesks that work together and we can reassign if we need to.
Using it for over a year
What do you like best about the product?
The overall experience of using fresh service has been brilliant. The customizations and automation levels available on this tool are simply amazing. The best part about this tool is their support, they don't keep you hanging and are always on their toes to resolve your queries which makes it easier for the customer to actually manage their account. Brilliant team and a brilliant tool.
What do you dislike about the product?
There has been no moment wherein their response has been delayed or their system has broken. So no complaints
What problems is the product solving and how is that benefiting you?
So we have multiple clients for our managed services program. So all the issues, service requests,changes,releases etc can be tracked in the form of tickets and thus make the overall flow of the team better.
Recommendations to others considering the product:
If you wish to have a complete ITSM tool with a great UI and a defined workflow you should definitely consider using freshservice
Simple yet powerful backed by strong support
What do you like best about the product?
1. Support: The staff is super responsive and prompt.
2. Pricing: Competitive pricing when compared to others in the similar domain.
3. Ease of Use: The software is pretty easy to configure, customize and get started for agents as well as end users.
2. Pricing: Competitive pricing when compared to others in the similar domain.
3. Ease of Use: The software is pretty easy to configure, customize and get started for agents as well as end users.
What do you dislike about the product?
Nothing that we have come across yet.
What problems is the product solving and how is that benefiting you?
Since the adoption of Freshservice we realised;
1. Earlier for every simple requests even as simple as password requests, the IT team were loaded with emails. However since configuration of the knowledge portal on Freshservice we were actually able to avoid upto 30% of the common requests by the smart suggestions offered when raising tickets.
2. Using automations, we were able to avoid manual interventions in assigning tickets to the respective stakeholders and ensuring prompt response & service to end users.
3. We have also been able to track our IT assets within the organisation effectively using the discovery agent.
4. The service catalogue is another great feature which is also used by other divisions in our organisation such as HR & Finance for requests from the employees.
1. Earlier for every simple requests even as simple as password requests, the IT team were loaded with emails. However since configuration of the knowledge portal on Freshservice we were actually able to avoid upto 30% of the common requests by the smart suggestions offered when raising tickets.
2. Using automations, we were able to avoid manual interventions in assigning tickets to the respective stakeholders and ensuring prompt response & service to end users.
3. We have also been able to track our IT assets within the organisation effectively using the discovery agent.
4. The service catalogue is another great feature which is also used by other divisions in our organisation such as HR & Finance for requests from the employees.
Recommendations to others considering the product:
We highly recommend Freshservice to any Organisation looking to implement an economical IT help desk software. It is easy to configure & also scalable as your organisation grows. The support staff is super responsive & prompt. Give it a try!!
Solid system for internal support
What do you like best about the product?
Before FreshService, our requesters were unable to create tickets via email. This feature is available with FreshService, which is a great thing.
The ease of use for setting up FreshService allowed me to set up the basic configuration rather quickly. FreshService allows us to create our own way of work quite well.
Another great part is the quick and good support that we receive.
After one and a half year, I can still confirm the same!
The ease of use for setting up FreshService allowed me to set up the basic configuration rather quickly. FreshService allows us to create our own way of work quite well.
Another great part is the quick and good support that we receive.
After one and a half year, I can still confirm the same!
What do you dislike about the product?
There are no dislikes so far about Fresh Service.
What problems is the product solving and how is that benefiting you?
We are using the system with multiple seperate departments such as IT, Infrastructure, SAP, HR and other internal support groups. It's possible to have a seperation between those departments. This means that I am the general administrator for each department when it comes to the configuration. Thanks to that, the other departments don't need to get technical with FreshService!
Recommendations to others considering the product:
Incredible ease of use.
Great support from the entire FreshService team. Good communication, follow up on issues, follow up and information about feature requests or new features in general!
Great support from the entire FreshService team. Good communication, follow up on issues, follow up and information about feature requests or new features in general!
showing 1,191 - 1,200