External reviews
External reviews are not included in the AWS star rating for the product.
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.
- Leave a Comment |
- Mark review as helpful
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
The best helpdesk out there!
What do you like best about the product?
Freshservice has been a lifesaver for our helpdesk and asset management. Freshservice has a wide range of features to use with a whole bunch of automation abilities as well. It easily integrated into our M365 tenant as well.
What do you dislike about the product?
It is a little complicated to learn, but the guides provided and the customer support has been excellent.
What problems is the product solving and how is that benefiting you?
It provides multiple ways for our users to get in contact with the helpdesk.
Great support
What do you like best about the product?
It is a simple to use helpdesk, was easy to implement features such as workflows etc. Support is always good. The analytics is in depth and easy to schedule reports.
What do you dislike about the product?
Nothing to note, we're happy with freshservice
What problems is the product solving and how is that benefiting you?
Business analytics, the reporting is very good and helps drive our corporate reports and budgeting.
Frendly
What do you like best about the product?
Multilevel use platform help full IT support
What do you dislike about the product?
we need to auto mation of changing host in work group system
What problems is the product solving and how is that benefiting you?
Like if any one facing any issue in intrnal we create rule ticket need to genrate .
Simple and clean to use, making our team more productive
What do you like best about the product?
Freshworks has made the way our team work much more streamlined. We previously used very old school methods of incident management, direct emails to team members etc., and we needed to get our way of working sorted. We have been using FreshService for over 2 years now and have found the way it helps us work, and the simplicity especially of that work, has meant that we are simply more productive.
I have used many ITSM tools in the past, Remedy, Clarify, HP's ITSM behemoth tool, and all sorts of homebrew solutions, but none comes close to the clean and simple web-based approach of this product. Initial set up and configuration is quick and easy, and ongoing configuration change and user maintenance is straightforward. We can all see exactly what we're doing, ticket portability between workspaces is simple and transparent, and we have no issues. FreshService hss just become a part of the furniture for our Infrastructure team management, and now many other teams, as we are rolling out to the whole business.
In time, we are planning to roll out additional features of the product in phases, Change Management being one of the first to be looked at following the initial roll out.
I have used many ITSM tools in the past, Remedy, Clarify, HP's ITSM behemoth tool, and all sorts of homebrew solutions, but none comes close to the clean and simple web-based approach of this product. Initial set up and configuration is quick and easy, and ongoing configuration change and user maintenance is straightforward. We can all see exactly what we're doing, ticket portability between workspaces is simple and transparent, and we have no issues. FreshService hss just become a part of the furniture for our Infrastructure team management, and now many other teams, as we are rolling out to the whole business.
In time, we are planning to roll out additional features of the product in phases, Change Management being one of the first to be looked at following the initial roll out.
What do you dislike about the product?
Reporting is not as straightforward as it might be, but I'm an Infrastructure chap, and reporting is not one of my BAU responsibilities so perhaps it's not surprising that it has taken some time to get my head around it.
What problems is the product solving and how is that benefiting you?
Incident Management, it's just streamlining our BAU processes and daily work. Change Management and Problem Management are in sight to look at next too.
It helps you streamline processes and keep track of assets!
What do you like best about the product?
Its ease of use, straightforward installation, excellent ticket management system, and rock-solid technical support are all features that I appreciate. Both tickets and assets are handled effectively. Our company's efficiency has been greatly enhanced by its customizable features, automated workflows, and ability to integrate with other applications. Any company that uses tickets to track tasks, automate processes, and keep track of assets would benefit greatly from this system's superior ticket monitoring and management capabilities.
What do you dislike about the product?
There should be more regular updates in the areas of change management and reporting, as these are often lacking.
What problems is the product solving and how is that benefiting you?
It facilitates the management of customer service tickets and discussions with the business. It allows us to see what types of issues our customers are having and organize our support team accordingly. Our customer success, sales, and support teams all use the platform. We can track current support requests in real time as they are shared among a group of remote specialists, and we can store historical data that both our customers and internal teams can access.
showing 11 - 20