Freshservice Software

Pros

I like ease of access, quick response time, nice overview of all projects, nice way to classify projects...

Cons

There must be an option to back up each client separetly. Currently if you want to back up, you have to back up all.

we are able to quit two other subscriptions and reduce costs, and simplify our processes by using only one tool instead of 3.

Pros

combines asset management, ticketing, and project management and API, but the best feature so far is the customer service, super quick response and very friendly!

Cons

It took some getting used to the interface, so far I have been using it for only a few months so haven't noticed any issues with it.

Pros

Ticket options are varied. Great to be able to leave notes to other agents. While we don't use knowledge base much, that could be a useful tool as well.

Cons

Inventory tool could be a little easier to use. While there are plenty of fields possible, having a streamlined way to enter items would be awesome.

As a growing pharma company, we got immediate benefits from having employees route their requests through to our growing helpdesk as opposed to trying to find someone to help them and praying that the line was not too long.

Pros

I love the customized workflows and deep app integrations. Additionally, the ability to customize this product to such a high degree allows us to both utilize ITS preferred use cases and also add in our own desired functionality as needed. It is fast and end user friendly (also admin friendly) and I like the mobile functionality as well.

Cons

No inbound phone number to voice translation yet - hopefully this is coming in the near future as we would like to have the ability to have folks, who may not have email access, be able to call a number and have their message auto-transcribed into a new incident.

Before we hade a SharePoint solution for Helpdesk, so the benefits are huge. Very much for our users that will get a good and simplified first page.

Pros

The gamification is great and that you can create you own awards are great.
The look and feel of the entire system is great. Very fast GUI response. Very liked by our users.

Cons

So far I have not noticed much that i dislike about this application.
One small thing... too little badges to choose from.

This has been great for our IT team to track our support tickets, inventory and service record.

Pros

It lets us maintain our service record over time and gives us good access. Also, we have been able to leverage the API to make custom integrations of our own and with Zapier to increase functionality.

Cons

I would like to see some better reporting tools and would like to see some better development in the CMDB area of the software which I feel is still rudimentary, but could be very useful.

Pros

The software allows for multiple avenues of customization, allowing it to really feel like its your product.
The SSO integration made internal integration simple.

Cons

I wish there was more transparency when placing a ticket 'on hold', with an immediate ability to set a follow up time, an on hold reason.

Pros

In the standard configuration many things are given. Use of mobile devices possible. Multilingual. AD Connect.

Cons

At the moment I see no major disadvantages. For the Administrators, the dashboard is confusing in some views.

Pros

This service is very easy to use and I appreciate that it's linkable to other tools and services like Outlook for alert and open ticket notification. I also appreciate the available customization of the portal view, them, logos and landscape.

Cons

At now I did not find anything special I dislike or appreciate less than other items. Maybe you can extend the devices and licenses management by collecting information using a specific agent. It would be also appreciated to collect service and server log (security log, app log and so on )

Productivity, efficiency with real time and up to date reports

Pros

I use Freshservice every day and for ticket management and reports for the ICT department. In addition, due to the flexibility the Facility Team is now using Freshservice this has increased moral with the team who know what needs to be done, where and by when.

Cons

Too much to learn and master. In my role I continue to look at using Freshservice functionality from end to end. Currently I am entering ICT assets what a job !

Pros

The fresh intuitive interface is much better than the clunky old software we were using, SLAs have helped improve response times. Requester management and organization is great.. the ability to impersonate a user it invaluable.

Cons

the price is high but worth it, I hate the pricing tiers, and the API needs a lot of work its very confusing and the documentation is lacking

It is very useful in my work to manage service requests. It saves me a lot of time and helps me organize.
In addition, you have a history with all interventions made that is very useful.

Pros

Easy of use.
Full of options even in the Sprout version.
Clean and Elegant.
Lot of options to integrate it with other software via Marketplace (Slack, Skype, Dropbox...).

Cons

There's nothing I like the least. This product offers an excelent experience and it's fully functional even in the "free" version.

organized worflow process

Pros

easy to use, inclusive, to achive good pratice on the service reponse tickets, scenerarios, actives, knowledbase, all this resources, isolatade and cobined, contribute with the team and the the cliente, on the transparency of the process.

Cons

Main dashboard for free account, is not properly a useful experience, don't promote a good user experience

Pros

It's powerful and easy to use
It's fast and stable
It works well with all major browsers
It's updated frequently with new functionality
The support is very responsive and effective

Cons

Some of the features and functionality can be a little limited in terms of customization ability.

Pros

Customizable fields
Automation of ticket handling and responses
Integrations with AD and email
The customer portal
The CMDB

Cons

The amount of configuration required (although that's part of what makes Freshservice work so well).
In some cases, the documentation for configuring a certain aspect doesn't go into deep enough detail, so we have to use a little trial and error to get things set right.

Pros

Share of information. It is very easy for a new team member to catch up on a new project. Good overview of all projects.

Cons

There is need to export each client individually. So my suggestion would be to go into that direction.

The ability to view what is going on in my daily operation

Pros

View tickets and history easily based on filter. Extracting report on each agent SLA. Viewing performance for each agent.
Ability to edit SLA based on organisation requirement.

Cons

The administrative access to manage the Fresh desk portal feels messy and cluttered.
Will be good if there can be tutorial documents for administrators

Pros

Easy to setup, easy to use, pretty configurable. The users submitting support requests really like the system, it's feedback etc...

Cons

In addition to tracking support time against a department we were looking to use it as a current/future task/project tracking system, but it didn't have enough configuration/flexibility to do what we needed. We were hoping we could stretch it's functionality, but we couldn't get what we needed.

A organization and documentation of the incidents on a more easy way. A easy to use plataform for the users.

Pros

The free package is Awesome. And all the mechanics are very easy to use and administrate. I really like the "Free-Thinking" the give to us to configure.

Cons

The some High Values. And the thing, on the free package we can only make 3 Analists accounts. By the way, everything beside this are excellent.

Pros

It's tough to pick a starting point. I really like how 'fluid' and simple, yet powerful, Freshservice is. Everything just works.

Cons

Quite honestly, there is nothing about Freshservice I do not like. Everything is finely crafted with the customer in mind, as you can tell.