Consolidation of Email Tickets: Users have praised the platform for consolidating email tickets in one accessible location, improving efficiency by centralizing communication channels. This consolidation simplifies ticket management and enhances collaboration among team members.
Workflow Automation Capabilities: Reviewers appreciate the workflow automation capabilities which boost productivity and streamline processes, making task management more efficient. The automation features help users save time on repetitive tasks and ensure a smooth workflow across different teams.
Asset Management Feature: The asset management feature is highlighted as beneficial for tracking assets within a single application, providing users with a comprehensive solution for managing resources. This feature enables organizations to keep track of their assets effectively, leading to better inventory control and resource optimization.
Very Good, Works well for us in our small IT Team.
It works well well within our small team we can run our projects, New Starters and purchasing all from one place and collaborate with each other in a quick and easy manner.
We are using Freshservice to Integrate with Zoom Phone and Dialpad Telephony. Basically we do Integrations with CRM,ITSM with multiple Cloud Telephony. So Freshservice is one of the ITSM tool we integrated for the customer and as a marketplace application.
Its one of the most user friendly and Modern ITSM platform out there. great for Organizations looking to simply ticketing, automate workflow.
We use Freshservice to assign tasks across our teams and to improve collaboration with teams. We then have daily stand ups to discuss what's on the board and figure out what we will work on for that current week and in future weeks. We do usually have many tasks as our team is quite small.
it is suitable for small teams that need to distribute tasks to team members without making the UI on page look clunky.
a specific scenario is where a manager want to track the progress of a team, they can easily see the ticket information as well as the notes to track progress
We are using Freshservice as our main ticketing tool in the company. This is also integrated to FreshSales which is our CRM tool. Majority of our company's processes from Onboarding to Offboarding is in Freshservice. The integration between Freshsales and Freshservice is an advantage as we are able to automate parts of our processes.
Freshservice is a great ITSM tool which can handle majority of the scope of a business. The availability of readily integrated apps is a great plus and makes connections tonother platforms easier and more convenient. Freshservice is also fairly customisable which I believe is a good characteristic of a tool.
We use Freshservice for IT incidents, requests, and changes. HR and training both use it for managing their requests that previously went to unorganized mailboxes.
Freshservice is well suited for companies looking to implement ticketing / case management across the organization, but only if IT will be using it. Otherwise, I'd recommend Freshdesk.
IT departments that don't function in the ITIL style of incident, request, change, and project management may find it overkill if they are only looking for a simple Help Desk solution.
We use Freshservice both as our main ticketing tool as well as asset management. The Freshservice App on smartphones helps a lot with the asset management because you can scan QR and Barcodes straight from the app and add them. Also for software assets so we know who's responsible for which piece of software. It's very easy to setup a main support desk page and automate tickets and certain actions. In the case that we have questions the engineers at Freshservice are very fast to setup a meeting with them and explain how the service works. Lastly the feature for service requests is very useful for us as a construction company so our construction site admins can make requests easily for onsite support.
Freshservice is a great all round product with many features. Asset management, Reporting, ticketing, automatization. It was much easier for us using the Freshservice app to scan barcodes for our new devices to get them in the asset management tool, automating certain tasks such as service requests for new devices automatically making a ticket and assigning assets to certain people and getting reports from this afterwards. For a medium to large size company this is great value. For a smaller business there are smaller bundles they provide which are much more affordable in case you do not need all of the features they provide. In summary, lots of features for a snappy, responsive piece of software.
We are using it as our internal IT Helpdesk for providing solutions, support and a platform for our employees to submit their issues and IT requests. The issues that Freshservice solves for us is to provide a streamlined and easy solution for our employees to have a one-stop shop where they can go when they have any IT related queries.
It's good for providing internal support to your colleagues/customers. I think it could improve in how it segregates the data between the different teams and how you connect it between different areas. If it was able to be more customisable it would probably be even more suited for most companies needs
We are using Freshservice as our primary ITSM tool. This helps us manage issues reported by our employees, provide our services, and manage problems and changes on our environment. Freshservice also helps us with Asset management.
For small IT teams that are starting out on ITSM, this is a very powerful and cost-effective tool thats give them all the capabilties they need. For big enterprises that have the capacity for heavy customizations, scripting, and advanced integrations, Freshservice may not be the best option.
I work in the american international school, as an IT support specialist. We use it to monitor all tickets and tasks that relate to the IT field in the school. Teacher and other supporting staff are opening tickets through Freshservice and write the problem they have. we see those tickets and assign them to the correct team member to handle the ticket.
Let's say a teacher need help with a printer that doesnt print. he opens up a ticket on Freshservice and it comes to us, I see what his issue, his name, any details he added, and I go and fix the problem. Lets say i didnt manage to fix it, i can leave a note on the ticket, and my friend will see the note. and i can write what i tried to do and then maybe assign it to him and he will try to fix it
We utilize Freshservice as a service offering for our customers in the ITSM domain.
Best suited for IT Service management. Less appropriate in terms of automation.
