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Freshservice is a complete and highly efficient project management software that facilitates crafting a professional-grade project right from the grassroots-level. Real-time project dashboard allows easy tracking, monitoring and assessing all the project phases as it progresses. The tracking indicator also keeps the team alert against the deadline. The software allows impressive collaboration, where team members can add comments on any given project. Better project status visibility is possible with Fresh Service. It comes equipped with many useful project management features. The software, besides IT project management, also can help in ITSM and IT asset management as well.
|Support||24/7 (Live rep) Business Hours Online||Customer Type||Freelancers Large Enterprises Medium Business Small Business|
|API||Location / Phone Number||San Mateo, California / +1 (866) 832-3090|
|Deployment||SaaS/Web/Cloud Mobile - Android Mobile - iOS||Category||Service Desk Software|
Disclaimer: The pricing details were last updated on 18/05/2018 from the vendor website and may be different from actual. Please confirm with the vendor website before purchasing.
The flexibility and the extremely good possibilities for automating processes.
there is nothing to dislike. is very happy
Just go for it! It's absolutely amazing. Easy to build automation, reports and statistics. very good overview of cases, case processing and statistics on how the departments deliver
Single point of contact for the customer. all inquiries regarding IT related questions come into Freshservice. Which then is automatically routed to the right person/role based on what kind of inquiry it is.
The support agents kept me informed every time and followed through until it's final resolution. The agents and technical engineers were very flexible and accommodating bringing a smooth and effective resolution approach to my issue.
At this time nothing yet but I think the time zone difference gives it a 24 hour turnaround time for us to hear back on some but not all communications.
One thing that is not bad but a nice to have would be to have a way to track and report on project/task work done by the agents. Thanks
Is easy to use and deploy. The service agents are quick and smart. They provide great insight and final solutions.
Asset Management, Analytics and issue Tracking.
Very easily and quickly configurable to your needs, is a product that's constantly being improved and their support is fantastic. Even if you just have a simple question via live chat, the guys are on it so fast. We have an end user support base of approx 250 and increasing and Freshservice meets all of our requirements with ease.
Occasionally I tend to naturally look in the wrong area for settings/configs so, perhaps the intuitive function of the GUI could be worked on and potentially a more in-depth portal editor - or maybe a simple "how-to" guide linked in these areas would be great.
Before Freshservice we were using Spiceworks which did not cater to our growing business and did not provide enough analytics to support our departments function. I can now create all the necessary reports required to justify growth and additional resources and show trends and other features to my direct reports - so this has made my life so much easier in that regard.
Our knowledge base articles are being utilised by our end users and we are building on this more and more.
I love the simplicity, intuitiveness, and the feeling that someone has actually used this product for day-to-day operations.
Biggest gripe is scheduling flexibility which is pretty minor. I can't say my maintenance window is the 3rd Friday of each month, it forces me to pick a specific date. It's minor, but more flexibility around scheduling would be nice.
centralizing IT operations into a single SAAS solution has been a life changer for us. We're a small shop, and fresh service really gives us most of what we need. We've been able to shut off a few servers and really clean things up, in addition, i can give my internal customers access to inventory data they have never had before. Given this is a SAAS platform, having better faster access to incidents, changes, and inventory really helps us turn issues around a lot quicker as well.
Freshservice is easy to use and has given me the ability to take my Safety Department to the next level! Their support team is always fast to answer my questions and submit any requests to improve their product. I would highly recommend this product to any business.
Anything I haven't liked so far has been addressed by their support team to improve their product.
I am collecting data from safety observations, safety meetings, facility audits, incident reports, and that is just the start. The report/analytics functions have provided me with clean data to provide my operations team vital information to keep our employees safe.
It is fast and precise to create a ticket and provide a solution.
So far I do not find anything that bothers me.
It is intuitive and easy to use software. It meets its objective which is to improve response times to the IT service.
review concurrent problems and give a definitive solution.
It has all the functionality we were looking for and they are continuously improving the product. We also have a customer success manager who regularly contacts us to see how things are going and to offer advice on using the product optimally.
The analytics (reporting) can sometimes be slow to produce or refresh
It has made IT more accessible to staff. The system is available in all the countries in which we operate. The end user portal makes it easy for users to log tickets and they can also use email to do so.
Freshservice is a very powerful tool, complete customizable and with all features needed by IT teams to measure their performance and to have full visibility about their efficiency !
Lack of remote desktop tool natively integrated
Traceability, visibility over IT teams efficiency and centralization
It is very easy to configure and user friendly
Custom reports could be better, allowing o showing custom text fields. It would be great to have a couple of reports for the project module.
The information technology management is organized. You can see what every one is doing
Between reports, workflows & automation, dashboards, etc., everything is configurable on a pick & choose/drag & drop platform. The filters I create can be made private or public and can then be turned into informational charts on my personalized dashboard. Each chart is interactive as well, so when I click on a part of a chart, my tickets relative to that part of the chart are presented to me.
The only downside I've found so far is that you are only allowed 1 SLA chart in your dashboard. The way we have groups set up doesn't allow for us to see all the SLA information, by group, that we would like to see.
The sheer efficiency in my response time is stellar. The visibility into my tasks is so clear. I've also noticed that our director can much more easily notice at a high level how the help desk is operating. On his personalized dashboard, he can see SLA breaches or overdue tickets and comment on them internally with private notes to get updates/provide additional information right within the ticket. We are also starting to use FreshRelase, so we will be able to tie tickets right into projects as tasks.
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