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Freshservice as a daily driver
What do you like best about the product?
The platform provides lots of options. Other than just a ticketing service there are tons of other options for managing an IT department, including workload measuring, project tracking, inventory and automation.
What do you dislike about the product?
Some basic things are missing from time to time. For example, in the ticket scheduler we can set up tickets to automatically open for routine maintenance, but you can’t trigger it on demand, so I had to create this template twice. Also, spell checking seems to not work, but not sure if that is just a browser issue on my end, even though I get this feature on other websites.
What problems is the product solving and how is that benefiting you?
Freshservice allows us to keep track of all IT workflow items, making this data easily available for all on the team. As a result of this and the included automation we are able to free up time for our staff to spend on action and less on documentation.
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Powerful Service Desk
What do you like best about the product?
Lots of integration, lots of useful inbuilt features, and always getting better. Keep up the good work!
What do you dislike about the product?
No dark mode, seems like such a simple thing that would be so much more accessible to a lot of your demographic.
What problems is the product solving and how is that benefiting you?
We have a tiny team and a lot of moving parts. Using FreshService as our single-source-of-truth as a mentality have leveraged great agility and efficiency out of our teams.
Hard on the eyes but easy to use
What do you like best about the product?
I love the ease of use, in general I can find anything I need quickly
What do you dislike about the product?
There is no dark mode, it's far too bright
What problems is the product solving and how is that benefiting you?
It's designed as a ticket solution and that's our main use
Great ticket system for IT Support Role
What do you like best about the product?
Easy to manage tickets and requesters, as well as manage timelines associated and assign to appropriate agent. Great design and easy to use features and management.
What do you dislike about the product?
Lots of things to customize and tailor to your experience needed, but no tutorials or quick run throughs and I would say anything other than the basic ticket system has a steep learning curve
What problems is the product solving and how is that benefiting you?
The ability to categorize and que tickets and track them with all details major and minor making an IT support role easier and beneficial to manage tickets in an orderly fashion
Perfect for Company-Wide Communication and Organization
What do you like best about the product?
I was skeptical about switching from email based outreach to FreshService at first, but it has been incredibly helpful keeping track of due projects and outreach from our hospitals.
What do you dislike about the product?
I wish there was a darkmode :( but that's totally my preference! I wish there was a little better way to update some pathing and be able to delete retired service requests without messing up other ones.
What problems is the product solving and how is that benefiting you?
Easy way for users to communicate issues and for agents to keep track of their projects to do based off of tickets. Dashboards are incredibly helpful for keeping track.
Robust, thorough implementation of ITIL compliant service desk
What do you like best about the product?
Actively developed, great features released frequently
Highly available support team that are knowledgeable on the platform.
Robust API and integrations system. Robust workflow automation system. We have found lots of opportunities to customize and automate to meet our specific needs.
The onboarding and offboarding flows are fantastic!
Highly available support team that are knowledgeable on the platform.
Robust API and integrations system. Robust workflow automation system. We have found lots of opportunities to customize and automate to meet our specific needs.
The onboarding and offboarding flows are fantastic!
What do you dislike about the product?
The "analytics" is both really good and at the same time frustrating in it's limitations. I'd prefer if we didn't require a license for someone who wants to view those dashboards. The mechanism to generate regular, emailed reports is clunky and difficult to use. Hopefully these will see some improvements in future updates.
There is no concept of a service account. Any action taken by an integration or automation appears to be performed by the agent who configured that, which causes confusion and misleading "paper trails" at times. There really should be a "system" user who can own those actions.
There is no concept of a service account. Any action taken by an integration or automation appears to be performed by the agent who configured that, which causes confusion and misleading "paper trails" at times. There really should be a "system" user who can own those actions.
What problems is the product solving and how is that benefiting you?
It is our core app for inventory management, service request management, incident managment, and user onboarding and offboarding.
The ability to have a catalog of applications and custom workflows for each has been fantastic.
The ability to have a catalog of applications and custom workflows for each has been fantastic.
FreshService Is Our Favorite Coworker
What do you like best about the product?
Ticketing is easy for Users and Technicians!
What do you dislike about the product?
The downside of using FreshService is not being able to use it for more things!
What problems is the product solving and how is that benefiting you?
FreshService gives our users a solid platform to report their issues and our technicians a simple means to assist them efficiently. The knowledgebase functionality also gives our users many opportunities for self service.
Fantastic ITSM for a fantastic price
What do you like best about the product?
The API is fantastic for external integrations. When it's combined with the automator it can completely transform your ticketing workflows. Freshservice also supports a large amount of integrations, and for ones that don't exist the developer documents are very helpful with setting up apps and orchestrations.
What do you dislike about the product?
The only thing I dislike about Freshservice is the way that the fields are setup. Our organization doesn't use quite a few of the default fields and while you can hide them, I'd prefer the ability to remove them entirely. I also feel like the conditional logic in the ticketing forms could be expanded upon.
What problems is the product solving and how is that benefiting you?
We are a small team and Freshservice helps us automate simple fixes and other static workflows saving us time to focus on other more important issues. It also provides a fantastic analytics platform to track Help Desk work and performance.
This product is easily configurable and can be used not just for IT needs.
What do you like best about the product?
We are now using Freshservice in many of the divisions at our Agency. The product allows us to build and capture the needed information to provide the best service to our end users.
What do you dislike about the product?
We have been able to configure the product to meet our needs and can't think of any downside.
What problems is the product solving and how is that benefiting you?
Freshservice allows us to track and be accountable to the Agency and provides metrics around our quality of service.
Other area's are also using the product and we are able to capture the needed requirements right in the system with no need to go back and forth with emails.
Other area's are also using the product and we are able to capture the needed requirements right in the system with no need to go back and forth with emails.
Easy to use.
What do you like best about the product?
The user interface is simple to understand. When viewing tickets and looking at the invetory list everything looks good.
What do you dislike about the product?
Some settings are hard to find. For example whit our IT Ticket use case creating projects is a tedious process.
What problems is the product solving and how is that benefiting you?
IT Ticket solution, inventory tracking, and analytic reports have helped improve our workflow making our team more productive.
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