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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
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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
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.
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