A new beginning for our helpdesk

What are the best aspects of this product?

Full control over the tickets: How does that sound? Let me tell you that it is amazing, and you wouldn’t change it for any similar software! Ever since we purchased Freshservice, we have a clear overview on every ticket arriving to our helpdesk. I am able to follow both the volume and status of tickets, and I have a crowd of satisfied customers whose feedback is always considered.

What aspects are problematic or could work better?

I would work a bit more on the reporting, mostly on customization and flexibility. The pre-made version is fairly stocked with information, but there’s little chance to detect trends and to make accurate decisions. Long story short, too limited for my taste.

What specific problems in your company were solved by this product?

We had an outdated system that made us feel powerless. It happened that we didn’t touch tickets for days, and honestly, that’s devastating for a business like this. You look at your users drawing back from your ticket system, losing faith, and contacting technicians….and you can do absolutely nothing! So, if I say Freshservice did magic, that’s far from exaggerated: support is always on time, and users are slowly returning to the ticket system. I think that the happiest ones are still our technicians-now they can focus on more important services.

Are you a current user of this product?

Yes