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Simple yet full featured
What do you like best about the product?
Very configurable and customisable, with easy to read screen layouts and lots of features available.
What do you dislike about the product?
Some features can be complicated to configure, and setting up some 3rd party monitoring systems for alerts can be frustrating.
What problems is the product solving and how is that benefiting you?
Lack of IT incident and change management primarily, the system has greatly improved my team's ability and efficiency in all aspects from tracking, documenting and communication with staff.
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Awesome support
What do you like best about the product?
It iscCustomizable. Also there is support chat.
What do you dislike about the product?
still needs to be more flexible in customization
What problems is the product solving and how is that benefiting you?
Forms and automation.
Great ticketing service
What do you like best about the product?
Customizable, good layout and easy to navigate & learn.
What do you dislike about the product?
Could have better integration with API systems. Also minor bugs with some automation.
What problems is the product solving and how is that benefiting you?
Allows new staff to quickly pick up the ticketing system, especially in comparison to other services that can take longer to learn and require
Fresh Service - Top Shelf ITSM software
What do you like best about the product?
While I use the softwartem for all Service Support ticketing, I really like the these threwe features best:
1. The KB: I like that I can use KB articles as prompts for our chatbot. Additionally, editing articles is a smooth process.
2. Onboarding: Our institution has fully automated our employee onboarding process using this module.
3. The Workflow Automators: I have automators in place across my functional units. The Lo Code editor is quite intuitive
1. The KB: I like that I can use KB articles as prompts for our chatbot. Additionally, editing articles is a smooth process.
2. Onboarding: Our institution has fully automated our employee onboarding process using this module.
3. The Workflow Automators: I have automators in place across my functional units. The Lo Code editor is quite intuitive
What do you dislike about the product?
I really dislike the "out of the box" UI portal. I had to do extensive custom HTML and CSS work to affect the branding look I needed. The portal should also have Lo Code functionality.
What problems is the product solving and how is that benefiting you?
FreshService is a critical component of my ITSM governance and administration. I am part of a higher ed startup and as the IT executive, I am also (currently) the IT staff. Without FS and a few other key softwares, I wouldn't be able to be a "one man show".
A well thought out helpdesk experience
What do you like best about the product?
Freshervice has a very intuitive interface that is easy to navigate. While the ticket systems in not revolutionary the ability to so easily connect it through out the system and to run easy automations on tickets and events make it a win.
What do you dislike about the product?
As a ticket system Freshservice gets the job done. They are tryning to expand the reach and at times they can be pushy about their new features when they are not fully ready.
What problems is the product solving and how is that benefiting you?
We were in need of a helpdesk and fresheservice filled that role. It organzied our workflow and made sure issues were dealt with and tracked. It makes sharing info between techs easier.
Quite possible that it is the best ticket system
What do you like best about the product?
Freshservice can be used as a central system to handle all communication with the requesters. This is very convenient, because no more mails have to be sent from other systems. Also, answers are immediately attached to the correct ticket and can be viewed by colleagues.
What do you dislike about the product?
It takes some time to understand the system behind Freshservice and to set it up the way you need it. This could be easier or there should be one or more wizzards.
What problems is the product solving and how is that benefiting you?
It helps to channel requests centrally, the person who has time to process tickets can take requests and process them. Thus, the control of the requests remains on the side of IT and not on the side of the requester.
Met Requirements Plus More
What do you like best about the product?
Automation and integration for Fresh Service are both pretty great. Covered everything I needed and informed frequently on new features and updates
What do you dislike about the product?
Some minor features are still missing (sorting by latest response, limited access to backend config, can't hide Agent names in Portal)
What problems is the product solving and how is that benefiting you?
Very helpful as a Service Desk, as well as Knowledge base for both customers and IT team.
Freshservice Rocks!
What do you like best about the product?
Ability to convert incoming mails into tickets is super
Agent communication is very well.
SSO Login is a plus
Smartphone app plus instance realtime sync is fantastic
Agent communication is very well.
SSO Login is a plus
Smartphone app plus instance realtime sync is fantastic
What do you dislike about the product?
If more controls are given for users who are trying to configure workflow automations would be helpful
Also asset module can be expanded to show serial no of peripherals such as motherboard / harddrive and so on
Also asset module can be expanded to show serial no of peripherals such as motherboard / harddrive and so on
What problems is the product solving and how is that benefiting you?
prioritize tasks is now easier. notifications are automatically sent which is a plus. IT Support fulfilment is now trackable and it helps us to review and make sure best practises are followed.
Freshservice for managing tickets
What do you like best about the product?
Freshservice is a best tickting tool for easy to use and monitoring receive tickets. It's Dashboard visualization is easy to understand.
What do you dislike about the product?
Freshservice AMC is little expensive to compare to other similer tickting tools products.
What problems is the product solving and how is that benefiting you?
Before Freshservice tool we was facing lots of issue to make a consolidate reports. Now we have download and create easily consolidate reports and present to management through visualization tools. Also In daily base we are receive tickets from cross-functional department to Freshservice single platform this is good for us.
One of the best ITSM Tools out there
What do you like best about the product?
Freshservice is a great tool for IT teams. It’s easy to use and has a lot of features that make it easy to manage tickets and keep track of everything. The interface is clean and modern, and the support team is always helpful and responsive. I would definitely recommend Freshservice to anyone looking for an IT service management solution!
They are sheeling out new features at a rapide pace ... some are even not on their roadmap and stems from listening the the user community.
They are sheeling out new features at a rapide pace ... some are even not on their roadmap and stems from listening the the user community.
What do you dislike about the product?
Some of our power users have been struggling with the functional support help that is provided, but it seems related to specific support agents because the overall consensus is that the platform and support is awesome.
What problems is the product solving and how is that benefiting you?
Complete IT Serivce management in one single platform for the same price as other really expensive helpdesk-only brand. The integration possibilities (i.e. Azure, Intune, etc.) are awesome and allow us to use automation to save on meaningless manual and repetitive labor.
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