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Minha Experiência com FreshService
What do you like best about the product?
É um produto extremamente completo que segue a risca a estrutura ITIL.
What do you dislike about the product?
Acho que podem melhorar a geração de relatórios, hoje acho um pouco confuso.
What problems is the product solving and how is that benefiting you?
Consigo rapidamente incluir o catálogo de serviços por cliente, gestão de incidentes, gestão de devices, geração de relatórios.
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Awesome platform that evolves quickly
What do you like best about the product?
From the moment I started using this platform, it became evident that it was designed with both efficiency and user satisfaction in mind.
The end user portal is truly a game-changer. It's intuitive, user-friendly, and offers a seamless experience for both IT teams and employees. Navigating through the portal is a breeze, making it incredibly easy for employees to submit their IT requests and incidents. The self-service options are particularly impressive; employees can find solutions to common issues without having to rely on IT support, saving both time and resources.
The analytics capabilities of FreshService ITSM are truly remarkable. The range of data insights provided is extensive and incredibly valuable for informed decision-making. The ability to track key performance metrics, monitor ticket trends, and identify bottlenecks in real-time has greatly improved our IT operations. These analytics not only enhance our IT team's efficiency but also help us proactively address potential issues before they escalate.
The user interface of FreshService ITSM is a masterpiece in itself. It's sleek, modern, and easy on the eyes. Navigating through various sections feels natural and intuitive, making the learning curve for new users practically non-existent. The layout is well-organized, ensuring that necessary information is readily accessible without any unnecessary clutter.
One of the standout features for me is how customizable FreshService ITSM is. Tailoring the platform to suit our organization's specific needs was a breeze. The ability to configure workflows, ticket forms, and automation rules allowed us to align the system perfectly with our internal processes.
Overall, FreshService ITSM has greatly transformed the way our IT department operates. The end user portal's simplicity has empowered our employees, the analytics have fine-tuned our processes, and the user interface has made working within the platform a true pleasure. It's a comprehensive solution that not only enhances IT service management but also contributes positively to our organization's overall efficiency. I wholeheartedly recommend FreshService ITSM to any business looking to streamline its IT operations and elevate the end user experience.
The end user portal is truly a game-changer. It's intuitive, user-friendly, and offers a seamless experience for both IT teams and employees. Navigating through the portal is a breeze, making it incredibly easy for employees to submit their IT requests and incidents. The self-service options are particularly impressive; employees can find solutions to common issues without having to rely on IT support, saving both time and resources.
The analytics capabilities of FreshService ITSM are truly remarkable. The range of data insights provided is extensive and incredibly valuable for informed decision-making. The ability to track key performance metrics, monitor ticket trends, and identify bottlenecks in real-time has greatly improved our IT operations. These analytics not only enhance our IT team's efficiency but also help us proactively address potential issues before they escalate.
The user interface of FreshService ITSM is a masterpiece in itself. It's sleek, modern, and easy on the eyes. Navigating through various sections feels natural and intuitive, making the learning curve for new users practically non-existent. The layout is well-organized, ensuring that necessary information is readily accessible without any unnecessary clutter.
One of the standout features for me is how customizable FreshService ITSM is. Tailoring the platform to suit our organization's specific needs was a breeze. The ability to configure workflows, ticket forms, and automation rules allowed us to align the system perfectly with our internal processes.
Overall, FreshService ITSM has greatly transformed the way our IT department operates. The end user portal's simplicity has empowered our employees, the analytics have fine-tuned our processes, and the user interface has made working within the platform a true pleasure. It's a comprehensive solution that not only enhances IT service management but also contributes positively to our organization's overall efficiency. I wholeheartedly recommend FreshService ITSM to any business looking to streamline its IT operations and elevate the end user experience.
What do you dislike about the product?
Price Points for Small Businesses: While FreshService ITSM offers great value, the pricing structure might be a bit on the higher side for small businesses or startups. Exploring more flexible pricing options could make it more accessible to a broader range of organizations.
Reporting Customization: While the analytics capabilities are robust, some users have expressed a desire for more advanced reporting customization options. Providing users with greater control over report design and formatting would be a valuable enhancement.
Reporting Customization: While the analytics capabilities are robust, some users have expressed a desire for more advanced reporting customization options. Providing users with greater control over report design and formatting would be a valuable enhancement.
What problems is the product solving and how is that benefiting you?
Inefficient IT Service Delivery: FreshService helps organizations improve the efficiency of their IT service delivery processes. It provides a centralized platform for managing and tracking IT requests, incidents, and changes. This streamlines communication, reduces manual tasks, and ensures timely resolution of issues, leading to better service levels and higher user satisfaction.
Lack of Self-Service Options: The end user portal in FreshService empowers employees to find solutions to common IT issues independently through a self-service knowledge base. This reduces the burden on IT teams by enabling users to troubleshoot and resolve their problems without needing direct assistance, freeing up IT resources for more complex tasks.
Limited Visibility into IT Operations: FreshService's analytics and reporting capabilities offer insights into IT performance, ticket trends, and resource utilization. This enables IT managers to make data-driven decisions, identify areas for improvement, and proactively address potential issues, enhancing overall IT operations.
Manual and Inconsistent Processes: FreshService automates routine IT tasks and processes, reducing the reliance on manual intervention. This leads to more consistent and standardized workflows, minimizing the risk of human errors and ensuring that best practices are followed throughout the organization.
Difficulty in Managing Assets: FreshService includes robust asset management capabilities, allowing organizations to track and manage their IT assets effectively. This eliminates the challenges associated with manual asset tracking, reduces asset losses, ensures compliance, and optimizes asset utilization.
Lack of Collaboration and Communication: The collaboration features in FreshService facilitate communication between IT teams, departments, and end users. This promotes transparency, efficient information sharing, and collaborative problem-solving, which is crucial for resolving complex issues and delivering high-quality services.
Lack of Self-Service Options: The end user portal in FreshService empowers employees to find solutions to common IT issues independently through a self-service knowledge base. This reduces the burden on IT teams by enabling users to troubleshoot and resolve their problems without needing direct assistance, freeing up IT resources for more complex tasks.
Limited Visibility into IT Operations: FreshService's analytics and reporting capabilities offer insights into IT performance, ticket trends, and resource utilization. This enables IT managers to make data-driven decisions, identify areas for improvement, and proactively address potential issues, enhancing overall IT operations.
Manual and Inconsistent Processes: FreshService automates routine IT tasks and processes, reducing the reliance on manual intervention. This leads to more consistent and standardized workflows, minimizing the risk of human errors and ensuring that best practices are followed throughout the organization.
Difficulty in Managing Assets: FreshService includes robust asset management capabilities, allowing organizations to track and manage their IT assets effectively. This eliminates the challenges associated with manual asset tracking, reduces asset losses, ensures compliance, and optimizes asset utilization.
Lack of Collaboration and Communication: The collaboration features in FreshService facilitate communication between IT teams, departments, and end users. This promotes transparency, efficient information sharing, and collaborative problem-solving, which is crucial for resolving complex issues and delivering high-quality services.
Great help desk system
What do you like best about the product?
Fantastic support, they are always available to help.
What do you dislike about the product?
The cost is high but you get a lot of features and value for the product.
What problems is the product solving and how is that benefiting you?
Very powerful and easy to use ticket system. Great support, always friendly and prompt. Freshservice is packed full of wonderful features especially the new workspace feature.
Exceptional Helpdesk System - A Game Changer for Efficient Support
What do you like best about the product?
One of the standout features of the Freshservice Helpdesk System is its intuitive and easy-to-navigate interface. Our support team was able to adapt to the system seamlessly, and even new hires have found it incredibly straightforward to use. This has led to a significant reduction in training time, allowing us to focus on what truly matters - delivering top-notch customer support.
The ticket management system is a game changer. The ability to categorize, prioritize, and assign tickets to specific team members has streamlined our workflow and ensured that no customer query goes unanswered. The automation options have saved us countless hours by routing tickets to the right departments and providing instant responses to frequently asked questions. This has not only improved our response times but also increased overall customer satisfaction.
Furthermore, the reporting and analytics tools provided by the Freshservice Helpdesk System have proven to be invaluable. The detailed insights into ticket volumes, response times, and customer feedback have enabled us to identify trends, areas for improvement, and opportunities for proactive customer engagement. This data-driven approach has allowed us to make informed decisions that have positively impacted our support strategy.
What truly sets the Freshservice Helpdesk System apart is its exceptional customer support. Anytime we've had a question or needed assistance, their responsive and knowledgeable support team has been there to guide us every step of the way. It's evident that they are dedicated to the success of their clients and are committed to continuously enhancing their product.
In conclusion, the Freshservice Helpdesk System has transformed our customer support operations and elevated our level of service. Its user-friendly interface, powerful features, and excellent customer support make it a must-have tool for any business looking to provide exceptional support to its customers. We are extremely satisfied with our experience and would highly recommend the Freshservice Helpdesk System to anyone in need of an efficient and reliable solution for managing customer queries.
The ticket management system is a game changer. The ability to categorize, prioritize, and assign tickets to specific team members has streamlined our workflow and ensured that no customer query goes unanswered. The automation options have saved us countless hours by routing tickets to the right departments and providing instant responses to frequently asked questions. This has not only improved our response times but also increased overall customer satisfaction.
Furthermore, the reporting and analytics tools provided by the Freshservice Helpdesk System have proven to be invaluable. The detailed insights into ticket volumes, response times, and customer feedback have enabled us to identify trends, areas for improvement, and opportunities for proactive customer engagement. This data-driven approach has allowed us to make informed decisions that have positively impacted our support strategy.
What truly sets the Freshservice Helpdesk System apart is its exceptional customer support. Anytime we've had a question or needed assistance, their responsive and knowledgeable support team has been there to guide us every step of the way. It's evident that they are dedicated to the success of their clients and are committed to continuously enhancing their product.
In conclusion, the Freshservice Helpdesk System has transformed our customer support operations and elevated our level of service. Its user-friendly interface, powerful features, and excellent customer support make it a must-have tool for any business looking to provide exceptional support to its customers. We are extremely satisfied with our experience and would highly recommend the Freshservice Helpdesk System to anyone in need of an efficient and reliable solution for managing customer queries.
What do you dislike about the product?
The team need to improve on Asset Management and Mobile Functionality same as web version.
What problems is the product solving and how is that benefiting you?
Technical Issues Resolution: The IT helpdesk is responsible for resolving technical problems that users encounter while using hardware, software, applications, and systems. This could include issues such as computer crashes, software errors, connectivity problems, and more. Rapid problem resolution minimizes downtime and frustration among users, allowing them to maintain productivity.
User Support and Guidance: Helpdesk staff provide assistance, guidance, and training to users who might be unfamiliar with certain software applications or technical processes. This boosts user confidence and ensures that technology is effectively utilized across the organization.
User Support and Guidance: Helpdesk staff provide assistance, guidance, and training to users who might be unfamiliar with certain software applications or technical processes. This boosts user confidence and ensures that technology is effectively utilized across the organization.
Freshservice is simple and user friendly.
What do you like best about the product?
Ability to add private notes.
I like the Tasks/Reminders.
Canned Responses.
Like the Assets and the information it provides about the devices.
Compared to all other( i have uses atleast 8 other ticketing system), Freshservice is the best.
I like the Tasks/Reminders.
Canned Responses.
Like the Assets and the information it provides about the devices.
Compared to all other( i have uses atleast 8 other ticketing system), Freshservice is the best.
What do you dislike about the product?
Only the webversion has the hard option to close the ticket without notifying the client(has to Shift + Close).
Where as the mobile app has directly a tick option wheer we can untick when we dont want to notify client.
Where as the mobile app has directly a tick option wheer we can untick when we dont want to notify client.
What problems is the product solving and how is that benefiting you?
Freshservice keeps updating regulary with features like Tasks/Reminders, etc.. which will help us to be more productive.
And our business finding it easy to use.
And our business finding it easy to use.
A practical and smart tool
What do you like best about the product?
I've used Fresh service for about 2 years, and what I like is that it's always smart and intuitive, making everyday life easier. Compared to others I've had experience with, it's always been the easiest and smartest to use.
What do you dislike about the product?
During my use over time, I missed some updates, such as new utilities and tools. But I noticed an improvement over that recently, with the arrival of new solutions.
What problems is the product solving and how is that benefiting you?
Freshservice solves a big problem we had at the company, which was agile and assertive communication to solve problems with our customers, and an appropriate request to measure our data, both for customers and employees.
Easy to use plus nice search and analytics.
What do you like best about the product?
I have used several ticket management systems and this one is most user friendly. Opening a ticket, reviewing information in a ticket (including attachments), commenting, and closing a ticket are very easy. Keeping up with your tickets, searching for tickets by keywords, and also keeping track of your completed tickets is also very straighnforward.
Though I don't use them often, the analytics in the dashboard are well thought out and useful for management and employees.
Though I don't use them often, the analytics in the dashboard are well thought out and useful for management and employees.
What do you dislike about the product?
Merging duplicate tickets is not straightforward. Also, right now our system is setup to create every request as an issue ticket, though they all aren't issues. It would be great to have options like service requests, etc. with possibly their own SLAs/path. This may be the way we have chosen to set ours up and not a tool limitation.
What problems is the product solving and how is that benefiting you?
Freshservice gives our employees and volunteers an easy way to put in requests for service and allows us to track requests and progress in a straightforward manner.
Freshservice Rocks
What do you like best about the product?
It is easy to navigate and the features are expansive.
What do you dislike about the product?
It something has slow response time and this may our network.
What problems is the product solving and how is that benefiting you?
We are able to track our tickets.
Fantastic at stream-lining support
What do you like best about the product?
How we can automate a lot of the functions we need to assigned tickets to the correct person/groups.
What do you dislike about the product?
Sometimes trying to figure out how to set up some of the features is difficult and the instructions unclear.
What problems is the product solving and how is that benefiting you?
Our organization did not have a ticketing service prior and this has streamline and improved our support ability to our teams.
Very happy with freshservice, substantial upgrade over previous ticket system
What do you like best about the product?
The greatest thing about freshservice compared to what we were using before is just the amount of data that is constantly accessible. The ability to create custom reports, search through tickets by pretty much any field, and customizable sorting methods have been great. In addition, the ability to automate a lot of tasks - such as categorizing/assigning tickets, certain processes that run at a set time every day, etc - as well as integrate with external resources (e.g. Asana) have been a huge time saver.
What do you dislike about the product?
I'm not a fan of how the back end is entirely hidden behind layers of abstraction. E.g. the workflow automator is entirely this cumbersome drag and drop flowchart thing, and I would much prefer if I could interact with it using a scripting language. In addition, when customizing the user portal while I can see the HTML, I am unable to see or interact with the data structures used therein. There have been many cases such as this where it would be very helpful to be able to directly interact with the back end.
What problems is the product solving and how is that benefiting you?
I work for an IT department at an electrical supply distributor, and we use Freshservice as a ticketing system to track and resolve technical incidents throughout the company. We moved to Freshservice from another ticketing system about half a year ago, and the level of automation possible in it has helped create efficiencies for our whole team.
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