Freshservice

Fresh Service - A collaborative App for IT business

Kommentit: Fine and good customer support.Worthy Service App comparatively our previous applications

Hyvät puolet:

* Auto ticket generation and Mail notifications are good* Complete ticket tracking, User logon traces*Multiple User accounts with different data access* Customer support is extremely good

Huonot puolet:

* Duplicate ticket generations are there when there are slight mail subject changes* Auto Application version updates without any prior information* Bug is there when exporting date-based export

FreshService keeping ITSM fresh in modern systems

Kommentit: Over the course of a couple of years, we struggled to find the right ITSM solution that keeps it friendly for our end users to report issues while providing powerful tools for administrators to be ahead of the curve. FreshService brought a lot more than ITSM to the table. FreshService brings features for IT Operations, such as Service monitoring or alerts, to Asset management that integrates with our MDM solution—making the switch to FreshService has been easy, and adopting new best practices to provide an even better experience overall.

Hyvät puolet:

The biggest pro that FreshService brings to our organization is having a single pane of glass for all the information I need. From keeping track of incoming tickets into the system to monitoring important assets, FreshService has made it easy and simple to move into the product.

Huonot puolet:

I feel that if I name any feature here that I don't like, the next month, they will have an update to make it better. That being said, because they are fast moving forward, that can interfere with workflows or automation you have in place since they introduce new ways to do "X Y Z," but it retires "A B C" in the process.

Is Freshservice worth a try?

Kommentit: Well Freshservice is an okay choice to go along with but, personally, it just wasn't a good fit for me, but i would really recommend it, 'cause it has undoubtedly great features

Hyvät puolet:

one of the things I like about Freshservice is that whenever we're not at our desks, the mobile app's quicker reaction to email notifications and its reliable email connectivity are important to us. Another thing is the ticket management system which is for me great, plus an excellent customer assistance. and last but not least the user interface is also quite simple to use.

Huonot puolet:

one of the the things i dislike about Freshservice as far as i can remember Freshservice is unable to integrate with other software, like JIRA, for instance.

FreshService is Great but not consistent

Kommentit: It's amazing! it's just hard for me to hand over some of the responsibility due to the steep learning curve. Support could really do with arranging time to speak to you instead of email tennis, support can be slow but some agents are stella!

Hyvät puolet:

The way it can be used to report on bottlenecks and problem areas as well and programmed to tackle them is a game changer. It's great but you do have to know what changes impact others and I think it could be made more clear even for those with experience it wouldn't hurt and for those learning it would speed up the learning curve a lot.

Huonot puolet:

Inconsistencies in user interface. Menus and options and ways of changing things differs on newer or older modules. Also the Employee Onboarding is great but a pain to adjust if you wish to change the Stakeholder order and initiators. Also linking to AD groups for requesters and agents would be ideal.

Managing helpdesk made easy

Hyvät puolet:

Reduce the emails that are sent to different members of the IT team and host them all in one place that provides easy access, reminders, prioritisation, staff allocation, feedback, knowledge base and more, all in one place

Huonot puolet:

Not a negative as such but the points-based system does encourage health competition with teammates, but each job only gives a set number of points, not on a scale so a simple job of creating an account and installing a whole new fibre network can earn you the same, whether it a 2 minute or a 2-month job!