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Reliable and Flexible ITSM Tool
What do you like best about the product?
We moved from an on-prem ITSM tool that we had used for approximately 15 years. Moving folks from an on-prem tool to a SaaS-based tool that was in the cloud was challenging. There were several hurdles to overcome. We are a very security-minded company, so getting my internal security department to sign-off on the tool was a bit challenging. However, FreshService had all of the tools available to us to ensure a very secure deployment of the software.
Additionally, FreshService offered a plethora of features that simply were not available within our on-prem software that we previously used. The ability to run workflows was a game-changer for us. I love being able to create work flows where I can say "if this happens, then do this".
The API made bringing our data from the on-prem solution to the FreshService a quick and easy process. We brought in all of our old tickets, attachments and data. The API made it a quick process - but you do need to have some programming knowledge to do this. I'm a C#/.NET guy, but it was easy enough with Powershell and FreshServicePS by Flycast.
The support team was available to help me implement the solution and address many of my initial concerns.
My team has fallen in love with how easy the software is to use and I have a lot of engagement on the ticketing system. We have a team of approximately 50 people and I held a few training sessions and since then, my entire team has been engaged and using the system.
The FreshService team puts out updates each and every month. This a good mix of new features and enhancements to existing modules.
Additionally, FreshService offered a plethora of features that simply were not available within our on-prem software that we previously used. The ability to run workflows was a game-changer for us. I love being able to create work flows where I can say "if this happens, then do this".
The API made bringing our data from the on-prem solution to the FreshService a quick and easy process. We brought in all of our old tickets, attachments and data. The API made it a quick process - but you do need to have some programming knowledge to do this. I'm a C#/.NET guy, but it was easy enough with Powershell and FreshServicePS by Flycast.
The support team was available to help me implement the solution and address many of my initial concerns.
My team has fallen in love with how easy the software is to use and I have a lot of engagement on the ticketing system. We have a team of approximately 50 people and I held a few training sessions and since then, my entire team has been engaged and using the system.
The FreshService team puts out updates each and every month. This a good mix of new features and enhancements to existing modules.
What do you dislike about the product?
There are some frustration points that we run into - but I'm certain that would be true regardless of the software you use. There are nuances where it isn't perfect for our company. The L1 support could use some additional training so when you have a more difficult problem, they could help out more - it seems like continual education of their support staff (which I'm sure is huge) might be an issue.
What problems is the product solving and how is that benefiting you?
We needed a ticketing system that would allow for orchestration and automation. Our old system didn't allow for that, so we handled many issues outside of that system. FreshService has been excellent in allowing for orchestration and automation within our environment.
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Review | Freshservice
What do you like best about the product?
Easy to use, with so many useful features
What do you dislike about the product?
No major issue, quite easy to use with so many features
What problems is the product solving and how is that benefiting you?
Easy ticket handling
Best support tool
What do you like best about the product?
Incident management, asset management, change process, etc
What do you dislike about the product?
as there is no any major point that not up to mark but have some limitation
What problems is the product solving and how is that benefiting you?
Overall IT Support Sollution
Review for freshservice
What do you like best about the product?
It is easy to use.
It has lot of feature.
It has lot of feature.
What do you dislike about the product?
There are no major dislike about this software.
What problems is the product solving and how is that benefiting you?
Ticket management is very easy with Freshservice.
Review for freshservice
What do you like best about the product?
it's quite easy to use,
it has so many features.
it has so many features.
What do you dislike about the product?
nothing to dislike about it,
no major issue found
no major issue found
What problems is the product solving and how is that benefiting you?
ticket management is very easy with freshservice.
User friendly & easy to use.
What do you like best about the product?
It is easy to understand. many features to explore.
What do you dislike about the product?
There is nothing to dislike about freshservice.
What problems is the product solving and how is that benefiting you?
its organise ticket for end user to solving theri technical issue.
Easy to use
What do you like best about the product?
Easyness of the service
Features are very useful
Features are very useful
What do you dislike about the product?
Not major anything
All things are good generally
All things are good generally
What problems is the product solving and how is that benefiting you?
It's very easy to use and helps us supporting the users very smoothly
User friendly and easy to use
What do you like best about the product?
User friendly platform.Easy to use and simple.
What do you dislike about the product?
I am using it since 2 years and nothing dislike about Freshservice.
What problems is the product solving and how is that benefiting you?
Organizing tickets raised by end users.Andd it's very easy to support the end users .
It's easy to filter and search as an end user
What do you like best about the product?
It's Filter and Subdivisions. It's simplified dashboard.
What do you dislike about the product?
Glitch that happened once due to which the tickets were not loading
What problems is the product solving and how is that benefiting you?
It's an amazing tool for managing and handling tickets
Good ITSM with a subpar documentation management
What do you like best about the product?
Freshservice is a nice ITSM and ITAM. Good midrange software between GLPI (ITSM) plus Snipe-IT (ITAM) and ServiceNow.
It was easy to implement. The automation is powerful. The asset management is simplified by the agent.
Most of the time, you can do everything with the built in tools.
The are useful addins. The best ones are created by Freshworks and Effy
It was easy to implement. The automation is powerful. The asset management is simplified by the agent.
Most of the time, you can do everything with the built in tools.
The are useful addins. The best ones are created by Freshworks and Effy
What do you dislike about the product?
However, it's important to note that the Freshservice documentation is currently in an open beta phase. The lack of important features such as Backup and restore, versioning, file and picture management, advanced formatting, language management, etc. make it unusable. We've lost countless hours of work because the solution pages disappeared.
What problems is the product solving and how is that benefiting you?
Freshservice has professionalized the service desk by standardizing processes, promoting transparency, and enhancing communication. Its robust features and automation capabilities have transformed the way service requests are managed, leading to improved efficiency, reduced errors, and a more consistent user experience. This has elevated the level of service provided, contributing to increased user satisfaction and trust in the IT department.
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