Freshservice Anmeldelser 

My Best Ticketing System so far. I have been using many ticketing system so far and found FreshService is powerfull. The Automation, The Business Rule, The Analytics Report and multiple Support Portal make it suitable to our business.

Overall, an excellent product. However, is missing obvious features that are in almost every other ITSM product. Reporting is dreadful.

Freshservice se ha convertido en una herramienta fundamental para mi equipo de Helpdesk, gracias a todos los módulos que posee se han logrado optimizar los tiempos de respuesta hacia los usuarios, iniciando desde la trazabilidad de los incidentes y solicitudes, continuando con la base de conocimientos que apoya a los usuarios a que se autogestiónen y los Workflow que sin dudar ha sido un apoyo fundamental, porque evita los reprocesos, realizar tareas repetitivas de manera manual, la Dashboard que me ayuda de manera rápida a saber el panorama general de mi equipo y así poder tomar decisiones rápidas, los proyectos suelen gestionarse de manera intuitiva, las integraciones con las herramientas de Office y otras aplicaciones apoyan a mantener todo centralizado en un mismo lugar y el módulo renovado de informes es excepcional y en conjunto con el bot integrado que da soluciones a los usuarios antes de llegar a mi equipo, sin lugar a dudas una de las mejores adquisiciones a sido Freshservice.

FreshService Tech Supports are always the best.

I love FreshService!

Its UI is a little bit inconsistent, but not a deal breaker. I like how the workflows mostly mirror what we do, and that it's relatively easy to customize workflows that you need to change in some way.

There is some flexibility that I wish it had, but it's workable as it is anyway. I like its structure. Other products I've used have too much flexibility, so I think that FreshService has a good balance between structure and flexibility.

Overall this is a great product; the support I receive is usually spot on, and the agents are helpful, friendly, and responsive.

I do find that some of the work flows contain bits that are repetitive, but with customization, that is easily rendered not an issue.

I believe this is for the recent call we had with Seby around making sure an outdated dispatcher using a API would be fine to retire?

My only real struggle that I have had has been with Support. It has drastically improved the last 6 months I would say but that was my only frustration. I felt like I was getting folks that I knew more about the system than they did and that was frustrating. It would take several conversations back and forth before they would escalate the issue or get someone that understood what I needed. More recently the support has been great!

Our company has been using Freshservice for about a year. We're using most of the modules (Incident Management, Service Items, Change Management and Asset Management.

To me, Freshservice doesn't offer many compelling features for the price compared to much less expensive systems. The exciting/advanced features they DO have are often buggy or counterbalanced by missing basic related features. For example: having Approvals on Solution articles and automatic "re-review article" alerts is super nice...but that's balanced by having no analytics at all related to Solutions and not being able to require comments detailing why an article wasn't useful to a user. Or a user receiving a 404 page when trying to access a restricted article or announcement instead of receiving a login page.

Reporting:
The reporting is awful. We're on the Pro plan so we pay for 'Advanced' analytics...which falls short compared to every other ITSM reporting offering that I've ever used. For example: you can't build reports or dashboards in advance of the activity that you want to report on occurring. You cannot add filters to your reports or dashboards until that activity has actually happened in the system. If I want to run a report for a certain category of ticket (e.g. a new Department is going to use Freshservice, and I want to make reports for things relevant to them), that report cannot even be built until a ticket, change, etc. has happened in every potential datapoint. Even though the categories exist and can be selected on a ticket, you can't add those to a report filter until an actual ticket has happened against that category.

Conversational Portal:
I wasn't part of the decision process, but apparently this was the feature that sold my organization on Freshservice. It's advertised as being this magic, powerful feature, but in reality, it is extremely limited, buggy, and receives zero updates/fixes. We attempted to use it for 2 months and ended up needing to turn the feature off completely. We have over a dozen support cases in for over a year now, with no updates or fixes on 100% of them. And that includes items as simple as users receiving errors when trying to edit their own profile within the conversational portal. Or the built-in, non-customized, category field preventing ticket submission when using the conversational portal.

Support:
Support is either excellent or terrible. They reply quickly but are very slow to make any actual bug fixes. Every time you work with Support, you are required to give them Administrator access to your system. They will make system changes as well as send mass emails to your agents and users without any notice. I've never encountered a company who would perform that type of behavior and start modifying settings or confusing users. They are also very quick to say, 'oh it's just a little glitchy right now' and mark the ticket as closed instead of actually investigating the issue. Sometimes the Scheduler (which performs a certain action at a certain time) will either not run at all, run days/hours behind, or run multiple times instead of once...but that's just 'glitchy' and to be accepted when using Freshservice. The same is the case for Agent permissions. Sometimes the permissions just...stop working and prevent all agents from being able to access any data assigned to them. So Freshservice's solution (since it's 'glitchy right now') is to make all agents administrators.

Mobile App:
The mobile app doesn't support most features/modules that are in the web version. So you're very limited in what you can do with the mobile app.

We have been using Freshservice for the last 2 years. While the product has many options and integrations, it is one of the buggiest tools I have used.
We had several issues with the product; Either an integration is not working or tickets not being created during onboarding workflow, etc.
Dealing with Fresh's support is another problem. We have created several tickets re. these issues and the reply was either 'test it again', 'we cannot find anything in the logs', or 'there is nothing we can do'. For an enterprise ITSM solution I find these answer unacceptable.
I believe the tool has many possibilities but the amount of bugs and the bad level of support received is making us consider migrating away from it.

Great updates, Intermediate Frontline Support.

Awesome service from Ethiraj Vellampalli with my query. it was speedily resolved.

As an every day tool it is quite useful and works very reliably.

Some things to improve it would be very good, e.g. a resubmission system with hiding for tickets that can't be processed at the moment (e.g. because of planned absence of the reporter).

Fresh service is a good tool but my only comment is that the ticket titles need to be fixed at the top of the screen so that you don't have to keep scrolling through the ticket to see the title etc.

Otherwise it's a great tool

The product is OK for the price - more development is required to mature it. The support team often does not understand the issue being reported or recommend solutions that are not fit for purpose. The product needs to be more flexible, often we are told "thats not how ITIL works" and our requirements are dismissed. ITIL is a framework, not a set of laws so it would be nice if the system followed suit.

Freshservice is great in many ways, but some (to me) parts are just terrible. The Software module is outrageously bad and needs A LOT of work. Looking into the support articles and the marketing surrounding the Software module, I don't think anyone at Freshworks is actually using it. If you did, you would immediately notice the glaring flaws that make it completely unusable if you want to do anything other than just keep a long list.

It's good, it's fast, efficient but it would be better if you allow email signature with photos, the same way we have it on our Outlook.

It covers everything that is expected of an ITSM system today. Connections to third-party systems, which are customer wishes, are constantly being expanded.
For the end user, the freshservice is intuitive to learn.

There are a lot of places where we failed to achieve what we wanted to achieve. We never able to calculate the correct SLA and same never populating to report,

everything is fine with regards to the tool apart from small bugs and minor issues and only thing i need you guys wanted to improve is faster customer care response and update or notice about every single minor or major update in the tool to be notified to all the users once before release the update.