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Great ticket tracker
What do you like best about the product?
I can submit and gain insight on my tickets via browser, email, or mobile app. Easy to use!
What do you dislike about the product?
Using the mobile app, when you reply, it always says Hi (your name). It's annoying.
What problems is the product solving and how is that benefiting you?
It's a centralized way to document tickets and get statuses.
Recommendations to others considering the product:
Ability to sort and filter better.
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FreshService is extremely valuable
What do you like best about the product?
Freshservice has enabled my IT team to take control of our environment and provide great service to our customers. It provides visibility to both technicians and customers into the status of their tickets and allows us to manage our workflow.
What do you dislike about the product?
We've had some issues with multiple tickets being opened for each email reply...we need to work on that to see if it's our settings or if we need to work with Freshservice to find a solution.
What problems is the product solving and how is that benefiting you?
Previously the helpdesk was simply an email inbox. Incredibly inefficient. This has helped our team organize their work and provide better service to all clients.
Recommendations to others considering the product:
This is a super quick/easy solution to get in place and get up and running within a week or so. Keeps everything simple for the basic ticketing functionality.
Easy to setup and manage
What do you like best about the product?
Very simple setup and quick support. They offer lots of great tutorials to get running quickly.
What do you dislike about the product?
I never had any issues with the service. It was reliable and consistent.
What problems is the product solving and how is that benefiting you?
Easy service management. Easy tools to compare team members. Quick access to KPI for reporting to sr leaders.
Recommendations to others considering the product:
Give it a try. Its free and easy to try it out.
Easy to use help desk
What do you like best about the product?
It is easy to use, the creation of assets is a big plus. The exchange of information with my technicians makes it easier to keep track of the tickets.
What do you dislike about the product?
I cannot find the way to forward emails sent to my email, to the freshservice platform to become a ticket automatically (maybe I don't know who to do it, I am not 100% sure it is not available).
What problems is the product solving and how is that benefiting you?
Keep control of all maintenance service tickets.
Recommendations to others considering the product:
I would recommend exploring all its features before using it.
very easy to use
What do you like best about the product?
very easy to use and great usability and ux
What do you dislike about the product?
the chat tool is terrible ... we prefer olark
What problems is the product solving and how is that benefiting you?
track incidents
Refreshingly simple
What do you like best about the product?
The ease of use, the clear ITIL flow, the many options. The swift and friendly costumer support.
What do you dislike about the product?
some integrations could be better, like the connection to SCCM or AD
What problems is the product solving and how is that benefiting you?
We are changing ITSM software, where we now have no overview, no transparant reporting, no easy flow to something clear. This will help IT and therefore help our business in dealing with incidents much faster
Recommendations to others considering the product:
Try it for free, it will convince you
Freshservice, a fun, simple, and effective tool perfectly suited for managing requests.
What do you like best about the product?
1. The service catalog has allowed us to greatly simplify certain recurring requests (employee arrivals/departures, etc.).
2. The Dashboard gives us a very good quick overview of the status of tickets on a day-to-day basis.
3. Being able to easily generate customized activity reports allows us to reduce the time spent collecting and analyzing KPIs.
4. A single tool for managing our IT and General Services requests.
5. Cloud model: accessible from anywhere and from any device | no impact on our current infrastructure, nor any administration to manage | easily adaptable to their needs.
6. Ease of use and gamification (friendly competition among agents).
7. Possibilities for end users to track their requests.
2. The Dashboard gives us a very good quick overview of the status of tickets on a day-to-day basis.
3. Being able to easily generate customized activity reports allows us to reduce the time spent collecting and analyzing KPIs.
4. A single tool for managing our IT and General Services requests.
5. Cloud model: accessible from anywhere and from any device | no impact on our current infrastructure, nor any administration to manage | easily adaptable to their needs.
6. Ease of use and gamification (friendly competition among agents).
7. Possibilities for end users to track their requests.
What do you dislike about the product?
The search model that does not search in the personal fields of the service catalog
What problems is the product solving and how is that benefiting you?
Freshservice completely addressed our initial issues. Indeed, the fact that users only need a web browser or email to make a request allowed us to better record all user requests and avoid "hallway" requests. Moreover, we previously had two applications for IT and General Services tickets. Now, all requests are handled through a single tool. Also, the day-to-day management of tickets (escalation, tasks,...) has become much simpler with Freshservice. Finally, the multitude of reports offered by default in the tool has greatly reduced the monthly time spent collecting and analyzing KPIs.
In just 9 months, we have identified many improvements in the management of our IT and General Services requests. We now have the ability to have information on response times and ticket resolutions.
• On the agents' side:
◦ Approximately 15% decrease in average first response time
◦ Approximately 30% decrease in average response time
◦ Reduction in resolution time
◦ More than 50% decrease in IT tickets reassigned between agents thanks to the management of escalations, tasks, and planning
◦ Better tracking and management of tickets (more information provided on progress status)
◦ Reduction in the number of ticket backlogs
◦ Increase in performance in terms of SLAs
◦ Satisfaction of IT teams
◦ Very good quick overview of ticket status thanks to the dashboard
◦ Reduction in time spent collecting & analyzing KPIs thanks to reports
◦ Reduction in ticket volume thanks to the self-service portal
• On the infrastructure side:
◦ Application availability 24/7 | no need to monitor it and its administration
• On the users' side:
◦ Simplification of certain recurring requests (employee arrivals/departures, etc.) thanks to the service catalog
◦ Reduction of anarchic "hallway" requests: increase in requests made via the tool.
◦ Satisfaction of end users with the system itself
◦ History of all their requests easily accessible
In just 9 months, we have identified many improvements in the management of our IT and General Services requests. We now have the ability to have information on response times and ticket resolutions.
• On the agents' side:
◦ Approximately 15% decrease in average first response time
◦ Approximately 30% decrease in average response time
◦ Reduction in resolution time
◦ More than 50% decrease in IT tickets reassigned between agents thanks to the management of escalations, tasks, and planning
◦ Better tracking and management of tickets (more information provided on progress status)
◦ Reduction in the number of ticket backlogs
◦ Increase in performance in terms of SLAs
◦ Satisfaction of IT teams
◦ Very good quick overview of ticket status thanks to the dashboard
◦ Reduction in time spent collecting & analyzing KPIs thanks to reports
◦ Reduction in ticket volume thanks to the self-service portal
• On the infrastructure side:
◦ Application availability 24/7 | no need to monitor it and its administration
• On the users' side:
◦ Simplification of certain recurring requests (employee arrivals/departures, etc.) thanks to the service catalog
◦ Reduction of anarchic "hallway" requests: increase in requests made via the tool.
◦ Satisfaction of end users with the system itself
◦ History of all their requests easily accessible
Recommendations to others considering the product:
It is an excellent tool that fully meets the needs of agents and users.
It is easy for end users to understand and accept.
The administration and configuration part is done easily and does not require any special skills.
A completely Cloud-based solution, therefore ideal, as there is no infrastructure to manage, and system administration is done by the FreshDesk teams!
It is easy for end users to understand and accept.
The administration and configuration part is done easily and does not require any special skills.
A completely Cloud-based solution, therefore ideal, as there is no infrastructure to manage, and system administration is done by the FreshDesk teams!
Freshservice: An effective tool for managing daily support interventions
What do you like best about the product?
1. The clarity of dashboards, allowing for a quick reading of intervention priorities.
2. Dedicated personal access for end users, allowing them to track the status of their requests at any time.
3. The playful elements (points, rankings) implemented to maintain the motivation of agents.
4. The simple and customizable production of activity reports.
5. The ability to offer a service catalog to users, correctly formatting intervention requests from the moment of registration through customizable forms.
6. The very simple customization of intervention domains and types.
2. Dedicated personal access for end users, allowing them to track the status of their requests at any time.
3. The playful elements (points, rankings) implemented to maintain the motivation of agents.
4. The simple and customizable production of activity reports.
5. The ability to offer a service catalog to users, correctly formatting intervention requests from the moment of registration through customizable forms.
6. The very simple customization of intervention domains and types.
What do you dislike about the product?
There are still a few elements to be correctly translated into French.
The management of the fleet is, in my opinion, a bit expensive beyond 100 pieces of equipment, which is why we prefer to continue using GLPI for this aspect of our activity.
The management of the fleet is, in my opinion, a bit expensive beyond 100 pieces of equipment, which is why we prefer to continue using GLPI for this aspect of our activity.
What problems is the product solving and how is that benefiting you?
We manage all user support activity for our organization, which is approximately 1200 tickets per year for 150 accounts. We have significantly improved in efficiency since we switched to FreshService in May 2015, thanks to clearer and simpler tracking of intervention tickets.
Recommendations to others considering the product:
Enjoy the free trial period to quickly get an idea of the benefits provided by this service.
Go for Freshservice ! :)
What do you like best about the product?
Freshservice is the best user friendly ITSM based tool i have worked upon. The entire look & design of the tool is fresh and attractive. And mainly in the end user's perspective the tool is well understandable with more good features like Service Catalog, etc..
What do you dislike about the product?
In software perspective there may be no reason for disliking. If at all we could say one, it may be with the tactical pricing. For example, Service Catalog feature comes only in the costliest package but other features in that package may not be necessary. For one good feature we need to choose costliest package.
But still they provide the feature as an add-on if you need it in the cheaper packages.
But still they provide the feature as an add-on if you need it in the cheaper packages.
What problems is the product solving and how is that benefiting you?
It brought a professionalism inside our firm where end users doesn't interact with the support person directly, where-in they log a ticket which makes the support person to work on it. It has also brought in a process.
Recommendations to others considering the product:
If you are looking for ITSM based tool which simply astonishing design and user-friendly type, then GO for this tool.
Freshservice is quick solution to manage incidents
What do you like best about the product?
Freshservice allowed us to bring a fully functional, easy to use multi-channel ITIL based service desk to our users in just a few days. Instead of the months long implementation I've been through before, we were able to deploy Freshservice quickly an effectively, and our users love it.
One of the most useful features is the feedback widget. - we have it placed in our SharePoint Intranet, and users can log a ticket and search the helpdesk without having to go to a separate site. On the few occasions where we did have some questions or challenges, the Freshservice team has been responsive and helpful.
One of the most useful features is the feedback widget. - we have it placed in our SharePoint Intranet, and users can log a ticket and search the helpdesk without having to go to a separate site. On the few occasions where we did have some questions or challenges, the Freshservice team has been responsive and helpful.
What do you dislike about the product?
The reporting needs to be more flexible and customization. There is a lot of good information in the pre-built reports, but i often find it limiting when trying to spot trends and make decisions.
Asset Management could have more options and user friendly. The discover option does not seems to working more accurate as there are lot of mismatch between what is being discovered with actual asset.
Asset Management could have more options and user friendly. The discover option does not seems to working more accurate as there are lot of mismatch between what is being discovered with actual asset.
What problems is the product solving and how is that benefiting you?
Helps us for effective incident management.
Recommendations to others considering the product:
Contact FreshService for a free trial and speak to the account manager with your requirements - they will ensure your trial allows you to properly experience FreshService and then you can decide for yourself. One thing to note however, is that the trial will automatically begin with the highest plan (Estate), so if you wish to accurately trial another plan, you must downgrade your plan once the trial starts.
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