Freshservice is a cloud-based service desk and IT service management (ITSM) solution that currently serves more than 40000 SMB, mid-market, and enterprise customers worldwide.
Freshservice is designed, using ITIL best practice, to help IT organizations to focus on what’s most important – exceptional service delivery and customer satisfaction. In addition to supporting their service desk and ITSM needs, these customers choose Freshservice based on ease to use, speed of setup, customer service, and affordability.
Freshservice has an intuitive UI, is effortlessly configurable and customisable to meet customers’ exact requirements, and is easily integrated with other business and IT systems. Native integrations with a number of popular cloud services such as Google Apps, Dropbox, AWS, and Bomgar also speed up deployment and reach.
Freshservice is part of the Freshworks product family, whose products include Freshdesk Customer Support Software, Freshsales CRM Software etc. – with more than 150000 businesses worldwide, including Cisco, Honda, 3M, The Atlantic, and QuizUp.
Ehtesham I.
Advanced user of Freshservice
★★★★★
Better than Zendesk, Simple and Intuitive
What do you like best?
Modern look and feel, beautiful icons and this makes the whole experience nice and intuitive. The workflows are very easy to create. It didn't take very long for me to learn Modern look and feel, beautiful icons and this makes the whole experience nice and intuitive. The workflows are very easy to create. It didn't take very long for me to learn the entire settings in the Admin panel.
What do you dislike?
Nothing. Used to be slower in the beginning, but its getting better. Also, the package for 1 nice function could not be purchased ala-carte unless you upgrade the subscription package. The options asset management is not very nice, it downloads every softwares from a PC. We decided to not use their asset mgmt module though we have the free 100 items. Eventually, use AssetTiger for that.
What problems are you solving with the product? What benefits have you realized?
All our tickets were going to sharepoint which we self made at some point. Now, we have had 0 complaints from our end users. Miscommunication used to happen alot in the past, but this is resolved with the discussion feature and also ability to reassign to other users. Tasks list can also be done to ensure jobs are completed and the agents remember to perform them. With such comprehensive reports, this makes it easier for us to evaluate the agents for their performance review.
Review source: G2.com
