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Made to be simple and easy
What do you like best about the product?
It can convert email to ticket very simply
What do you dislike about the product?
Uploading bulk assets is a little bit hard
What problems is the product solving and how is that benefiting you?
NA
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Its very easy to understand
What do you like best about the product?
Easy to understand handy to use
Admin can set rules for agent
Admin can set rules for agent
What do you dislike about the product?
After closing the ticket ist not updated need to update again then only its closed
What problems is the product solving and how is that benefiting you?
It helps in connecting with our customers internal as well as external and helps in resolving their issues
Pretty Happy
What do you like best about the product?
What I like best about Freshservice is its simplicity and ease of use. The basic licenses work quite well for our team. Also, the support has been a positive aspect. We tried out a competitor but could not even get their support team to respond.
What do you dislike about the product?
The jump in cost from basic licenses to premium licenses is pretty big. It might be nice to pay a reduced cost increase for the specific feature we are interested in.
What problems is the product solving and how is that benefiting you?
Freshservice helps our company keep track of issues so they are not forgotten. It also helps users know where to go for support. Finally, it allows a support team member to monitor the tickets while other members take time off.
Simply Easy and User friendly
What do you like best about the product?
User interface and Apps integration as it works perfectly.
What do you dislike about the product?
The update process can be made simpler than it is.
What problems is the product solving and how is that benefiting you?
Communication between clients and us is super easy through Freshservice. To keep history of old tickets and linking solutions with tickets is a key feature for us.
Easy to use and flexible ticketing system
What do you like best about the product?
Integreting FreshService to our current processes has been really easy. Technicians find it easy to use, and the self-service portal has been easily adopted by the end user. We deployed it over 2 weeks, and are happy with its evolution since then. The FreshService teams deploys an impressive amount of improvements and new features every month, it is challenging (in a good way) to keep up and use them to improve our services.
What do you dislike about the product?
It is not always easy to have appropriate support, you never know from one time to another. We sometimes need to provide a lot of information for some bugs to be resolved, specifically when it is related to login issues.
What problems is the product solving and how is that benefiting you?
FreshService helps the IT team to manage assets more efficiently and store and share ITSM knowledge. It enables self-service support for our end users, and it provides highly configurable workflows, reports, forms, ... no matter what the problem is, we can find a way to resolve it quickly using Fresh.
One of the most tool
What do you like best about the product?
My experience on this tool is very positive. Great items to work on ticket and manage assets. Then the onboarding process optimization is very simple to set and to use
What do you dislike about the product?
Nothing. This tool have great margins of improvement. So I'm very satisfied about this.
What problems is the product solving and how is that benefiting you?
Freshservice have fixed many problems like: onboarding process, ticketing organisation and managing. Manage of ICT priority
Excellent help desk application (ITIL at its best)
What do you like best about the product?
Ease of use in both ticket placement and administration
What do you dislike about the product?
The truth is that I still can't find a counter for this tool
What problems is the product solving and how is that benefiting you?
Actually the support with Freshservice is very good and fast, from the commercial part also the allocation of licenses and payment methods are very fast and easy respectively
A robust ITSM tool
What do you like best about the product?
It is easy to build and manage for the organization. It offers a lot of out-of-box functionalities that will suit even your complex processes.
What do you dislike about the product?
Nothing significant to dislike about Freshservice
What problems is the product solving and how is that benefiting you?
Building a solid process driven IT solution. The analytics is also very helpful so we can measure and improve.
Perfect tool for incident management
What do you like best about the product?
The possibility of having available with a click, the view of all active incidents. It has a very powerful analysis module that allows obtaining all the information and metrics needed to improve the service offered to our clients.
What do you dislike about the product?
some configuration options are difficult to find among so many options
What problems is the product solving and how is that benefiting you?
It helps us not to leave incidents unresolved and to maintain control and proper management of the agents' work.
An Excellent Product for a Help Desk
What do you like best about the product?
The setup and tutorials are easy to understand and implement. The system itself is user friendly both the the admin and end user. There is very little upkeep required. The hardest part I found was getting users used to going to it to self help and search the help articles that are published.
What do you dislike about the product?
I have yet to find anything that I disliked. Everything has been positive, I have every confidence that if there was something that I disliked that I could easily communicate that to them.
What problems is the product solving and how is that benefiting you?
Providing a help desk that provides not only reporting of incidents but also library of help issues. It allows people to report incidents and find answers in their own time.
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