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Good for small medium business
What do you like best about the product?
Freshservice provides affordable plan. It is good for start up businesses grow up and extend plan.
What do you dislike about the product?
I wish they could make landing page for user easier
What problems is the product solving and how is that benefiting you?
I’m looking for a system with limit budget luckily I found Freshservice meets my requirements.
Recommendations to others considering the product:
I recommend Freshservice for whom are seeking for affordable solution on IT asset management especially ITSM.
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Freshservice is a very good solution for IT-outsourcing companies
What do you like best about the product?
The communication between IT and сlients.
What do you dislike about the product?
I live in Moscow (and our clients), and we need full Russian language. For example, now I can't change the word "Ticket" to "Заявка" in our system e-mail.
What problems is the product solving and how is that benefiting you?
Freshservice is the Best ITSM system for small business and communities such as Universities, for example. Even for Hospitals.
Great Product and support
What do you like best about the product?
Fast intuative interface nice looking and customisable with branding.
What do you dislike about the product?
I know somethings are "comming soon" but would like to see a roadmap with timescales ..(it maybe there but havent found it yet)
What problems is the product solving and how is that benefiting you?
Replacing legacy Internally written system that was tailored to us, hopefully we can get 90% of what we had... getting there now.
Recommendations to others considering the product:
It will do most of what you want , I hope their S/W assent management is thought about as it will make it invaluable for SME
FreshService usage
What do you like best about the product?
CMDB
Canned Email
Extraction is vary by field customized
Canned Email
Extraction is vary by field customized
What do you dislike about the product?
Cannot do as follow:
Cannot assign to another requester such Request approval,
Cannot add watcher
Cannot link ticket
Only 3 free Agents
Cannot assign to another requester such Request approval,
Cannot add watcher
Cannot link ticket
Only 3 free Agents
What problems is the product solving and how is that benefiting you?
- Request to Release&Deployment
Recommendations to others considering the product:
Easy to use
Freshservice
What do you like best about the product?
Quick response time, thorough investigation of the problem
What do you dislike about the product?
Some features missing that I thought would be implemented by now but I understand these things take time.
What problems is the product solving and how is that benefiting you?
Expedites and automates our helpdesk which frees our time and limits user downtime
very satisfied
What do you like best about the product?
I am a user since June 29, 2017, a few days ago I made some mistakes, I thought about contacting support and I said who knows when they answered me. I chose to contact them and in a matter of minutes they helped me resolve my issue. simply wonderful.
What do you dislike about the product?
Excellent service.
I am a user since June 29, 2017, a few days ago I made some mistakes, I thought about contacting support and I said who knows when they answered me. I chose to contact them and in a matter of minutes they helped me resolve my issue. simply wonderful.
None, I would only recommend a video of the track time.
I am a user since June 29, 2017, a few days ago I made some mistakes, I thought about contacting support and I said who knows when they answered me. I chose to contact them and in a matter of minutes they helped me resolve my issue. simply wonderful.
None, I would only recommend a video of the track time.
What problems is the product solving and how is that benefiting you?
We serve clients from different areas, basically computer support problems.
Fast response support
What do you like best about the product?
Quality and fast response to all of the requests We have made so far. I would definitely recommend it.
What do you dislike about the product?
So far I haven’t had any issues with the service.
What problems is the product solving and how is that benefiting you?
Secure password security For helpdesk members
Customization and Adaptability
What do you like best about the product?
I like how easy it was to set up the Service Catalog as an HR system.
What do you dislike about the product?
Some bugs happen, but support is quick to help me out.
What problems is the product solving and how is that benefiting you?
HR and IT requests. Its a strong centralized support platform with many uses.
Recommendations to others considering the product:
Work with a support person to fully utilize the FS platform.
Best Value
What do you like best about the product?
It has the most intuitive interface and robust feature set we've seen. Anyone can pick it up and start using it in a matter of minutes. It does everything we need and then some. It provides exactly the tracking we need to be able to stay on top of our tickets and assets.
What do you dislike about the product?
I wouldn't mind seeing more control over reporting - currently I have to download the ticket data into Excel to run some of the reports I'd like to see.
What problems is the product solving and how is that benefiting you?
Effective tracking of assets and visibility into our Help Desk activities.
Freshservice - Full Featured, Easy To Implement & Use
What do you like best about the product?
ITIL/ITSM based and rapid implementation are the key features that we like. The user interface is well organized around ITIL methodologies. The ITIL flow of Incidents to Problems to Changes is very useful.
What do you dislike about the product?
There really isn't anything to dislike. The Project Management module links to Incidents, Problems and Changes as needed, however there is no ability to import work breakdown structure (WBS) into a project. WBS import would be helpful for projects that are drafted in Excel.
What problems is the product solving and how is that benefiting you?
We are deploying Freshservice for 520 users at 6 locations in the U.S. and it will be used as the primary IT service desk tool.
Some ITIL/ITSM products require consultants and over US$ 100,000 in implementation fees. One of the main benefits of Freshservice is that it can be implemented for Incident, Problem and Change Management without expensive consultants.
Some ITIL/ITSM products require consultants and over US$ 100,000 in implementation fees. One of the main benefits of Freshservice is that it can be implemented for Incident, Problem and Change Management without expensive consultants.
Recommendations to others considering the product:
Develop the desired IT service support workflow and requirements before selecting a help/service desk product. Then select Freshservice, conduct a 30-60 day trial pilot and when finalizing the decision, negotiate pricing terms.
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