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It gets the job done
What do you like best about the product?
It will get the job done. It is easy to use, easy to customize, and the user interface is simple and intuitive.
What do you dislike about the product?
The support is so so. Also you cant set complicated automations, and sometimes the organization can get a bit clunky if you are trying filter for very granular details.
What problems is the product solving and how is that benefiting you?
Creates simple single pane of glass to manage all IT requests.
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The Ideal IT Helpdesk Solution
What do you like best about the product?
There are several best aspects about Feshservice and some of them are below.
1 - User friendly Interface
2- Built in Asset Management
3- SLA Managements
4- Customizable workflows
5- Automation and Workflow Mangements
1 - User friendly Interface
2- Built in Asset Management
3- SLA Managements
4- Customizable workflows
5- Automation and Workflow Mangements
What do you dislike about the product?
The pricing of the product seems a little expensive and there are limitations for the mobile application which does not have full features as the web version.
What problems is the product solving and how is that benefiting you?
It streamlines the ticketing issues as IT sometimes lost the way tracking their tickets without this tool and help in reduceing response time and ensures relevant team gets directed to the issues.
It also improves the SLA ensuring good customer satisfaction.
It also improves the SLA ensuring good customer satisfaction.
Streamlined our IT service management
What do you like best about the product?
- Onboarding and offboarding web forms
- Intuitive interface and automated workflows have reduced our resolution times significantly.
- A significant leader amoungst there competition
- Look a feel is very easy to use.
- Intuitive interface and automated workflows have reduced our resolution times significantly.
- A significant leader amoungst there competition
- Look a feel is very easy to use.
What do you dislike about the product?
- When requesting for feature, one doesnt hear anything from support after requested. Its as if the request disappears
- When asking for support, you are requested to find an available Calendy slot with an engineer, its usually a day later. Makes it difficult if you need support ASAP.
- When asking for support, you are requested to find an available Calendy slot with an engineer, its usually a day later. Makes it difficult if you need support ASAP.
What problems is the product solving and how is that benefiting you?
- Onboarding and offboarding staff.
- Change Management
- Incident Management
- Release Management
- Inventory and Software management
- Change Management
- Incident Management
- Release Management
- Inventory and Software management
Transition your ITSM system to Freshservice seamlessly
What do you like best about the product?
Easy to manage
Easy to setup
license cost is worth for the features and services offered
Amazing support
Easy to setup
license cost is worth for the features and services offered
Amazing support
What do you dislike about the product?
Project Management Module can be made better
What problems is the product solving and how is that benefiting you?
Operations Management
Easy to integrate. covers most ITSM needs.
What do you like best about the product?
Easy to use, implement, and integrate. covers most ITSM needs. Support is OK. Out business uses Freshservice very frequently for tickets and automation.
What do you dislike about the product?
Lack of some features. Support is always very responsive but sometimes resolves issues too quickly.
What problems is the product solving and how is that benefiting you?
Freshservice provides the It agents great visabilty into active tickets. The canned responses is a great feature to speed responses.
We also use Freshservice workflows heavily to update out HRIS and ITAM (we do not use the built-in ITAM)
We also use Freshservice workflows heavily to update out HRIS and ITAM (we do not use the built-in ITAM)
A seamless transition to a well developed ITSM
What do you like best about the product?
We enjoy the number of features within FreshService that makes this well-rounded ITSM.
What do you dislike about the product?
The reporting features are not well developed. There are a lot of basic reports that we use to run from our previous help desk system that we are unable to do within FreshService. E.g. report against a contract number to see the associated/linked assets. In some ways, the reporting is overcomplicated.
Most of our reports required from management are needed in list/table view and are required to be exported in excel format rather than in the view of widgets and charts.
Most of our reports required from management are needed in list/table view and are required to be exported in excel format rather than in the view of widgets and charts.
What problems is the product solving and how is that benefiting you?
Asset discovery/management. By using the Discovery Probe we can now ensure we haven't missed any devices when manually importing them into FreshService. The data captured by the discovery probe such as the last logged in user is also extremely useful when coming up to End Of Lease so that we can view where the device is for easy replacement.
Great Experience - Makes Life way eaasier
What do you like best about the product?
Very easy and great user experience overall.
What do you dislike about the product?
Workflows fail sometimes and too many conditions.
What problems is the product solving and how is that benefiting you?
More UX.
High level ticketing system
What do you like best about the product?
FreshService has a friendly UI which allows an easy track of tickers and tasks. In addition, the several services included allows to automate several processes. Also, every times I need support, I get fast answers and in case they cannot give me the service by email, a call takes place.
What do you dislike about the product?
When I did a migration process using the Workspace Organizer, some of the items from one workspace to another where not included to automatically migrate, making me involve lots of time into manual implementation. Also, I was negatively surprised about some FreshService management supposedly to test the differces between IT and Business agents and telling me that only a few differences, and I find out several differences.
What problems is the product solving and how is that benefiting you?
Allows a cetralised way to manage, document and assign tickets opened by our employees, ensuring an effective communication and solving.
Freshservice Review
What do you like best about the product?
The UI is so simple and easy to use! Having your ticketing system allow for inventory and software records is a huge benefit. I'm not sure that there is another system that could be better!
What do you dislike about the product?
Some of the ticketing options could use some upgrades. The resolution option might need canned response options.
What problems is the product solving and how is that benefiting you?
It is beneficial for the helpdesk team! Without Freshservice alerting and reporting would be a challenge.
Great tool with extraordinary support!
What do you like best about the product?
Great tool as a ticketing system. It has some very usefull workflows like onboarding, offboarding and asset management.
What do you dislike about the product?
The site information and configuration instructions need updates to reflect to the current Freshservice environment.
What problems is the product solving and how is that benefiting you?
Automating the onboarding and offboarding process, incident and request management
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