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What do you like best about the product?
What I like most about Freshservice is that its interface and functionality are very intuitive and easy to handle or manipulate for both the end user and the administrator.
What do you dislike about the product?
To be honest, there are few negative things I can say about Freshservice since I use it daily in my work and company, I find it very easy to use, so there is nothing I don't like.
What problems is the product solving and how is that benefiting you?
The main problems or incidents we resolve with Freshservice are of a technological nature in the organization where I work, it helps me be organized and complete my tasks on time.
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An excellent ticketing system
What do you like best about the product?
The UI is very user friendly, allowing even first time users to undertand and implement workflows.
Also the Freshservice marketplice allow to add many useful integration to the already excellent base product.
Also the Freshservice marketplice allow to add many useful integration to the already excellent base product.
What do you dislike about the product?
The service request model does not allow a capillar management of the different cases, making the process automation more complicated
What problems is the product solving and how is that benefiting you?
It allow a to collect all company issues and incindents on a single platform, while also providing an automated onboarding / offbaording process for the user management
Fresh Service Review
What do you like best about the product?
The easy-to-use interface! I also like the layout!
What do you dislike about the product?
Lack of training material on how to fully utilize all of the features it has.
What problems is the product solving and how is that benefiting you?
It helps us to place the relevant tickets in the relevant queues right away without needing to dispatch them.
Excellent IT ticketing system
What do you like best about the product?
We really enjoy the customizability of the portal/ticket flows.
What do you dislike about the product?
I feel like features get added a little too frequently, and they can't be disabled. This causes unnessary menu items we never use.
What problems is the product solving and how is that benefiting you?
We use it as an internal IT ticketing system for 350 employees with 5 admins.
SSO with AzureAD works great and simplifies the process for new hires.
SSO with AzureAD works great and simplifies the process for new hires.
Freshservice _ Great Tool Adhering to All Departments
What do you like best about the product?
The way this tool provides the series of reports which will cover all the required aspects of the business requirements is the most best thing which i like in this tool.
What do you dislike about the product?
the most dislike thing about this tool is sometimes the tool behaves differently and the time taken to export the information from tool also changes day to day which makes an user confuse about the timings of export.
What problems is the product solving and how is that benefiting you?
communication of the issues being faced by clients in another technology are being addressed in this tool which is helpful like this tool is being helpful to store and respond to all those issues within stipulated period of time.
Very good tool for IT help desk management
What do you like best about the product?
Your ease of use and management of workflows, agents, information and support with the tool
What do you dislike about the product?
Sometimes the price is quite high, however its functionalities are very good
What problems is the product solving and how is that benefiting you?
The traceability of the cases that are received in the help desk, were not reflected, with Freshservice this improved, so much so that we were able to solve doubts of the end users regarding requests placed and resolved many months in advance.
Very powerful and feature rich application
What do you like best about the product?
Besides the fact that it offers all the features that an IT Support Helpdesk needs (Inventory, Catalogs of services, incident and service requests ticketing, but it also provides Projects management, excellent worflow automations, requesters and agents groups and roles, on boarding, as well as restricted groups and workspace that allow isolating access to sensitive data so that only autorized employees can reach. Excellent and flexible analytics.
Worth noting, the Freshservice support is extremely responsive, helpful and competent. You can even access agents' calendars to book a meeting which is extremely efficient especially when trying to create complex workflow automations. The Freshservice knowledge base is also very well populated and most of the time, you can find the answers you are looking for.
Very good and regular communication with clients about new features, tips or advice on how to improve not only our knowledge of the application but also our support in many ways including how to better interact with our own customers.
Worth noting, the Freshservice support is extremely responsive, helpful and competent. You can even access agents' calendars to book a meeting which is extremely efficient especially when trying to create complex workflow automations. The Freshservice knowledge base is also very well populated and most of the time, you can find the answers you are looking for.
Very good and regular communication with clients about new features, tips or advice on how to improve not only our knowledge of the application but also our support in many ways including how to better interact with our own customers.
What do you dislike about the product?
I find that there are so many features that navigating through the various "states" (incident tickets, service requests, projects management with sprints, admin functions, etc.) can be confusing until you have gained some experience. Mind you, I would not want to part with any of these features.
What problems is the product solving and how is that benefiting you?
Freshservice is so features rich that I yet have to find scenarios where it would not be able to meet at least a good part of a requirement. Also, with new features announced pretty much monthly (and selected for development based on popular demand) the application is regularly opening new possibilities.
Incident and Customer Service Management with ease
What do you like best about the product?
The interface is user friendly. The features are easily cusotmisable and understandable to anyone who is using the platform. The Report and insights are also helpful to manage the performance of the team
What do you dislike about the product?
The limitations when it comes to mobile app functionality is a concern. The scalablity in terms of pricing also is a major concern
What problems is the product solving and how is that benefiting you?
As an ITSM tool acts a global IT management tool for managing all IT related tasks and requests. It ables to categories Incidents as an efficient ticketing system.
My overall experience with Freshservice is great!
What do you like best about the product?
The form fields and the ticket overview are very usefull.
What do you dislike about the product?
I'm really missing the /c search function that's functional in Freshdesk.
What problems is the product solving and how is that benefiting you?
The asset management is a great solution for our business
Fresh Service ease of use for any size IT staff
What do you like best about the product?
The out of box ease of setup was the most benificial part of aquiring Fresh Service. And then the ease of maintenance and/or changes for staff going forward
What do you dislike about the product?
Not much to dislike here but you do give up a little in customization, but thats ok
What problems is the product solving and how is that benefiting you?
Fresh Service is our main IT portal for any Help Desk support ticket and a self service portal for end users with knowlege base articles to assit them if they feel comfortable trying to solve their own issue while they wait for IT to get back with them
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