Freshservice reviews

Probably the best tool for Help Desk Management

Opmerkingen: This is probably the best I used for ticketing. The support is really good, the only bad thing is that you have to contact mostly via chat.

Pluspunten:

The features it provides are really good. The ticketing flow is easy to follow, we can handle our Service Catalog, integrate with Active Directory, manage Asset Inventory and now we started using the Project management tool.

Minpunten:

The configuration (Initial Setup) is kind of complex. Design the flows is friendly, but complex if you have many rules, but the good thing is that support guides all the way during this process.

An excellent customer service tool, Freshservice

Opmerkingen: We primarily use this system as our IT support ticketing system. The process of getting set up was manageable, and their customer service has been fantastic. Even though we'd like to see more individualization in the HR/IT onboarding requests we've developed, we've already done a lot of the groundwork. We had previously invested in Asset Management but have now abandoned it. You get out of the knowledge base what you put into it in terms of content updates and documentation.

Pluspunten:

Super simple for both IT managers and regular employees to learn and utilize. According on your membership plan, you have access to a wide variety of optional add-ons for your control panel. Extremely flexible, albeit occasionally annoying limitations surface.

Minpunten:

In comparison to the things it provides, Freshservice's price tag is a touch steep, and the company's support team has occasionally experienced technical difficulties that have slowed its response times.

No bang for the buck, an overpriced form submission tool that disappoints in reporting and integration

Pluspunten:

Friendly user interface. Copy screenshots directly into the form (although there's a bug for the last 3 months that screenshots are displayed double in edit mode.) Plenty of fields to configure for more complex workflows.

Minpunten:

Default categories and labels with awkward naming (synonymous use of "Tickets" and "Incidents" for "Issues", "Change" for "Change Request", "Problem" for "Bugs") No possibility to convert issues to change requests. Agent needs to recreate the entire case in the back resulting in significant adminstrative overhead. Reporting is practically inexistent. REST API not covering many functions and object attributes. (You cannot substitute reporting externally.) HTML editor limited and bugged. (CSS code in support articles not supported, Bootstrap not supported, code gets changed or reformatted upon saving articles) No access to the file and image repository. Frankly, with every new cosmetic change and "functionality no can do" message from the Team, I am growing more and more wary of this application. At this point, I am thinking of it as an overpriced form tool with practically no reporting, a gimped Knowledge Management base, and an asset list functionality that quickly drains your wallet. I am spending significant time rewriting issues as change requests in order to subsequently manually attach them to the original issue ticket and explain to the user why I would want to close his ticket after all. Writing knowledge articles is best done in a separate HTML editor. The Text Editor lacks basic functionality, removes formatting and images in unpredictable ways with undoing, and stores images and files in a central repository you have no access to. You might as well do that with a forms tool readily available on the internet.

Freshservice Review

Opmerkingen: We've been using Freshservice since 2020. It is our primary IT helpdesk ticketing system. Setup was fairly painless, and their support team has been great. We have developed HR/IT onboarding requests, though we'd like to see some more customization there. Asset Management was originally purchased, but we have since dropped it completely. The knowledge base will only be as good as you make it through content updates and documentation efforts.

Pluspunten:

Very easy to use and manage for IT admins, and very easy for staff to pick up and use. Lots of additional modules you can add into your console depending on the level of subscription. Highly customizable, though some frustrating restrictions show up from time to time. Support is pretty solid and quick to respond. Lots of free and paid add ons for quality of life improvements available. Active Directory integration works well, as does leveraging our SSO/MFA via Azure.

Minpunten:

Some of the modules are pretty half-baked. On paper they look awesome, but in real world use, they are frustrating or unusable (Asset Management was a module that we dropped after a year and moved to a different platform)

Works wonderfully for automation and workflow

Opmerkingen: Everything related to work may be found in one convenient location. It's perfect for storing company guidelines, demands, and procedures. It also has pre-built connections to popular services like Gmail, Slack, and more.

Pluspunten:

Automated processes and operational flow. Adding a new integration and automating task pushes is a breeze. To date, automation has allowed us to cut our work time by as much as 60 percent.

Minpunten:

While the sheer number of configuration options may seem daunting at first, you'll quickly gain the expertise to tailor freshservice to your exact needs as you gain experience with IT service management.

It's not just a one-size-fits-all solution, but can be tailored to fit our specific needs

Opmerkingen: Despite these setbacks, Freshservice has been an overall positive experience for our team. Its versatility and powerful features make it a great choice for IT management.

Pluspunten:

Freshservice has been a valuable tool for our IT management, offering ease of use, customization options, and a helpful self-service portal. The detailed reporting and effective communication channels have made a big difference for our team.

Minpunten:

At times, customer support can be ineffective and some fields may be confusing to fill out.

a powerful tool for efficient management of IT support

Opmerkingen: 1-Users like Freshservice's ability to automate many tasks, which saves time and improves IT team productivity. They also like the advanced reporting and analytics capabilities, which allow them to track their help desk performance and make informed decisions to improve efficiency.2-However, some users have reported issues with cost overhead and limited customization, although this depends on the specific needs of each company. Overall, Freshservice is a reliable and popular solution for IT help desk management and is appreciated by many users.

Pluspunten:

1- Freshservice is highly regarded for its ease of use, user-friendly interface and ability to centrally manage support tickets, service requests and technical issues. It also offers features such as IT asset management, change management, issue management, and release management that help IT teams effectively manage their processes and workflows.2- Finally, Freshservice offers a full range of reporting and analytics capabilities, which allow IT teams to track their help desk performance and make informed decisions to improve efficiency.

Minpunten:

1- Some critics point to the relatively high cost of Freshservice compared to other similar solutions on the market. Although Freshservice offers superior functionality, some users may find the prices prohibitive for their budget.2- Other criticisms include Freshservice's limited customization features. While the interface is easy to use, some users would like more flexibility to customize their work experience.3- some users have mentioned stability issues and slow response times for certain features. While these problems are rare, their team can affect IT productivity when they occur.

Great ITSM tool

Pluspunten:

It’s a great package to manage service desk tickets, problem management and change management. Easy to create and modify workflows.

Minpunten:

It’s a great tool but a little pricy. Administrators need a thorough training to leverage all its features.

Freshservice

Pluspunten:

Easy to manage ticket and incidentworkflow automation is easy to create just drag the options and you can use themAttach SLA with business hours

Minpunten:

Support is not so goodcan't approve incident ticket directly

Such an amazing product

Opmerkingen: Amazing

Pluspunten:

It helps with time and effectiveness I will do great for everyone

Minpunten:

None I have no complaints it is amazing

FreshService Internal Ticket Management System for Gehan Homes

Opmerkingen: We enjoy FreshService for the simplistic ticket management and communication it provides. It is also a secondary database for our asset management to cross reference our main database. We would like to see more curated automated reports for both tickets and assets. We would also like to be able to levarage the change management database, but it does not appear user friendly nor intuitive; so we may need training on this but we do not use it because we dont understand it. We are actively looking for change management.

Pluspunten:

Easy to build requestors and submit tickets via email and communicate with the end users we support for our internal helpdesk. Easy to spot trends and ensure service level agreements for ticket response times are measured appropriately.

Minpunten:

The inventory management system at first was very unreliable, sometimes search wouldnt pull up names or info. It seems to have been developed and works much better, but I believe the backend database or tool used could be of better quality. It has come a long way from the beginning and is markedly better.

Freshservice Review

Opmerkingen: I've really enjoyed having Frehservice in our organization. It has made my job as a manager much easier in that I can easily review team performance, post announcements for the organization, and identify trends in issues or requests.

Pluspunten:

Freshservice has been a game-changer for our organization. The service catalog and user-friendly interface has allowed our employees to improve their productivity over the past 2+ years we have had the system implemented. The customizable forms and workflow has allowed our IT department to streamline processes and improve efficiency.

Minpunten:

I wish the reporting capabilities were more customizable. There have been a few situations where I reached out to Frehservice for support on reports I needed but found the reports were not possible. The freshservice support team told me my reporting needs would be added to the list of potential "future enhancements'.

A review about fresh service

Opmerkingen: A solid product with excellent qualities that can help transform how teams work

Pluspunten:

Good tool for team collaboration. It is possible to configure workflows for each of them, projects, queues, etc. It is possible to greatly customize the fields and apply them to workflows, meeting specific needs.

Minpunten:

Graphing is a bit confusing, and you need to buy higher planes to use the best tools.

Freshservice

Opmerkingen: Freshservice is by far the best help desk/ticketing system I've ever worked with. The speed and ease of use make Freshservice the best help desk platform I've ever worked with in my 15 years of IT experience.

Pluspunten:

For our users its been a real nice tool for submitting help requests into our IT department. A variety of options and configurations allowed us to customize our Freshservice portal to provide our users with the best help desk experience possible.

Minpunten:

I wish I could add my own custom pages to the custom help desk portal. Love the ability to customize the current portal but it would be even better if I could add my own custom pages to the portal for instance ~ a secondary onboarding portal for a different HR team in our company.

FreshService provides many of ServiceNow level functions - but without the price tag

Opmerkingen: I have implemented in my current and previous organizations. It has solid overall build quality and supports ITIL standards and data capture in many areas. We also have the asset tracking component which has been helpful.

Pluspunten:

Streamlined interface has been easy for our IT team to learn and use. I like the ability to track and link incidents, service requests, changes and problems. Does what we need.

Minpunten:

I would love to see more and better reporting - simplistic tools for creating reports limit advanced analysis in the tool.

Feature-rich and intuitive

Opmerkingen: We are back "with the times" compared to our previous ticket system.

Pluspunten:

The FreshService interface is pleasant and pretty intuitive to work with. We had been using a different ticket system for more than a decade. Nonetheless, the switch to FreshService was relatively smooth for the whole team. I think the major reason is that the interface feels rather natural or comfortable to work with. The same kind of intuitiveness is also seen under the hood (Admin panel), which is where a lot of other systems fall short. Even though Fresh Service packs a ton of features under the hood, you are not battling against a maze of intertwined difficult-to-manage configurations. I personally don't need to do a lot of changes in the configuration (I'm rather the "backup" for those kind of things), but when I do, it doesn't take me too long to find out where I need to adapt what setting. I had to contact Fresh Service support a few times and so far always got a satisfactory reply in a decent reply time.

Minpunten:

With all of the above said, it also lacks some features you could see as "basic" or "take for granted" here and there. Agents can't configure an "out-of-office" period themselves. There's no possibility to set up a custom dashboard per agent. My major pet peeve is the text editor, which options are very limited (can't send a reply with a paragraph in fixed with font, can't edit the source ...) and which sometimes behaves unexpectedly (some odd behaviour with linebreaks, weird cursor position when pasting text ...) And finally, while there is integration with Jira, I have the feeling it tends to break quite easily. We've probably had it more half- or not-working-at-all than working as it should. This makes it unreliable, requires manual effort and follow-up and really undoes the usefulness of having integration at all.

Long time user

Opmerkingen: similar to most big orgs, initial contact and simple issues are resolved quickly. more complex issues take a longer for them to understand and get under control. also there seems to be a fast turnaround of account management staff, so continuity over time is difficult

Pluspunten:

ease of use for admins to control tickets via simple to use interface

Minpunten:

new features take several revisions to get working correctly / fit for OUR purpose

Easy to use ITSM system that lack proper integration with other platforms.

Opmerkingen: Overall Freshservice is an easy to use and deploy platform that will work in small and medium size organizations. It has lots of feature to make repetitive tasks automated.

Pluspunten:

Incident and Service requests is the module I like the most, specially because IT support can

Minpunten:

Inventory and Software management. The agent installed in workstations sporadically stops working and IT support must install the manually for it to continue reporting on the asset. When deploying hundreds of assets, this becomes very tedious. Also, the Probe used to scan network and synchronize AD with Fresh lack a lot of functionality and it doesn't provide enough information about a multitude of non-workstation assets after scanning.

Excellent service

Opmerkingen: Very happy

Pluspunten:

Ease of use, customer support and nice layouts

Minpunten:

Some things not configurable which makes us having to do workarounds

Freshservice is a very simple web based portal with a great deal of functionality.

Opmerkingen: Freshservice is an easy way to manage and resolve issues by following the ITIL proces

Pluspunten:

Freshservice follows the ITIL process which means it is easier to structure in a way which works for our business. Tickets can be raised by internal users or customers outside of the business allowing for greatly improved communication. Tickets are easy to manage in terms of responses and audit trails. The service catalogue is a great feature, this allows us to capture all the necessary information first time every time. Outside of tickets and communication there are a vast amount of admin features, one we commonly use is dispatcher. This allows our business to create rules for tickets/service requests that hit the helpdesk. This in turn saves time and further increases productivity. The ability to create reports is a great way to identify where we can improve and provide a much improved service to our users.

Minpunten:

While the admin features are vast, on occasions it can be difficult to locate what you need unless you know your way around. However, it's not impossible and with time does become easier.

An ITIL web-based help desk with effective ticketing and financial services

Opmerkingen: FreshService is a delightfully easy-to-use, easy-to-configure ITIL powered cloud-based IT desk management platform. FreshService suits brilliantly in companies whose employees require help from a broad spectrum of divisions. This offers customers the freedom to search for the choices that your business makes.

Pluspunten:

FreshService serves our association as like a helpdesk, allowing us to accommodate a range of requests across the group, handled by few departments. Thanks to the ability to develop a catalog of items for customer support, they will perform operations related to knowledge processing, facilities and many others. Through making various choices within admin row, you can customize the support desk to the desires of each team.

Minpunten:

Workflow devices are awesome, but we also have issues with purchasing and business procedures are improperly applied because a variety of problems are reported in a one ticket. We can't discover the reports intended to be helpful and we like to be competent of building reports based on various areas or perhaps even keywords.

Feedback

Opmerkingen: Positive - The entire team enjoy using it

Pluspunten:

I like the ease of use - It has been really easy to roll out to the userbase

Minpunten:

Lack of customisation on forms and categories - I cant change labels etc

The system is easy to use and has an inviting design that everyone can get used to.

Opmerkingen: Our company has very specific requirements and this software is able to fulfill all of them. We appreciate the continued development and clear control of the system. Management has better control over departmental processes.
The use of this software has shifted our customer service to a higher level.

Pluspunten:

The system is easy to use and has an inviting design that everyone can get used to. Even after years of use, the system is constantly evolving and improving. Freshservice can always surprise us with new functionality. The range of features can satisfy every big and small business. Depending on the needs, an appropriate cost plan can be selected. We greatly appreciate various kinds of reports.

Minpunten:

Technical support is sometimes really slow. Until recently, we were complaining about the searching, but it was improved in the last update. The price for a complete set of features is quite high.

Slick and functional

Opmerkingen: We transitioned from SPiceworks to FreshService
We have not regretted the decision, it really is a great product

Pluspunten:

A very easy to deploy and easy to use package Highly configurable, powerful, full of great features

Minpunten:

Nothing missing, always updated with great new features. No cons that we have experienced so far to date

Awesome ITSM, but maybe too expensive

Pluspunten:

I think the incident management part is the most easy to use that I've come across. Of course it has room for improvements (e.g., some tickets get duplicated when replied by email) but it was all set-up in our organization in two days.

Minpunten:

The user provisioning. We had to invest on coding time to synchronize users just because the sync agent doesn't let you filter by Active Directory OUs.