Freshservice

Probably the best tool for Help Desk Management

Kommentit: 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.

Hyvät puolet:

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.

Huonot puolet:

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.

You can do a lot of great things with Freshservice

Kommentit: Complete platform for IT service management and reporting on client needs. It gives me the ability to develop material that can be provided as assistance to customers, as well as report back internally to the team and to top board management.

Hyvät puolet:

I appreciate that it is not only affordable, but also demonstrates a lot of value due to the fact that it comes with a lot of features considering how much it costs. FreshService is capable of competing with ServiceNow in terms of IT service management, and I am accustomed to utilizing ServiceNow.

Huonot puolet:

The constraints placed on portal design, in addition to the requirement of having HTML coding skills. I have not been able to determine whether or not it is possible for us to have parent portal sites that include kid pages, and the process of developing these pages will require experience in coding.

A pretty solid tool for managing tickets

Kommentit: Freshservice, in comparison to the old system we used for tickets, is great. Lots of tools to manage tickets faster. Only issue I've had is with how they made changes to how tickets get get updated. Tickets used to have a "x ticket(s) updated" prompt you could click on, but now you have to refresh to see changes. Also, an option to turn off pop-up notifications under the "get help" window would be nice. I often find those confusing when my tabs have a 1 by them and it isn't for a ticket.

Hyvät puolet:

Freshservice has lots of features and tools to make managing tickets easy.

Huonot puolet:

Some small bugs/performance issues have been around since my company has been using them (over a year now)

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

Hyvät puolet:

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.

Huonot puolet:

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.

An Enterprise-grade IT Management System

Kommentit: Freshservice helps us drive intelligent decisions by letting us track data and streamline service management across teams using a unified platform for improved visibility and efficiency.

Hyvät puolet:

Freshservice is innovative and new features and improvements roll out frequently. Most of the ITSM features are flexible and can be modified to meet the end users' needs.

Huonot puolet:

Inbuild Reporting and Analytics are complicated and do not always yield the desired results