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User review of Freshservice

The best help desk solution our company could find

- by Christina

USER SATISFACTION

RECOMMENDATION
7 out of 7
Definitely
COST EFFICENCY
7out of 7
Superb
OVERALL IMPRESSION
5out of 5
amazing
EASE OF USE
5out of 5
amazing
CUSTOMER SUPPORT
5out of 5
amazing

PROS & CONS

What are the best aspects of this product?

The entire team came to appreciate Freshservice because of its amazing remote tickets management. Having the full picture of our tickets was a critical issue for us, but now we have it on our browsers and our mobile devices. Getting rid of our local databases, and shifting towards automatic software was the best decision we’ve ever made.
Another benefit is that updates and modifications are available to every person in the team. We no longer worry about installing updates, and we have no maintenance issues. Just perfect!

What aspects are problematic or could work better?

I have no words to describe how amazing this project management program is. I wouldn’t change anything about it, but I would like to enable it to do more work for me. Let’s say that it needs some well-rounded features, for instance ones that will make it suitable for large projects and operations. I simply want it to be more than an IT tool.

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

Managing IT staff is just great. We divide tasks properly, and we know exactly what each of the agents is working on. I must say we’ve even professionalized risk assessment, especially in terms of miscommunication between our agents and our clients. As it is to be expected, we handle problems easily, because we can see who caused them at the first place.

Are you a current user of this product?

Yes

USER DETAILS

What is your role with this product?

  • I manage other people who use it

How long have you been using this product?

Less than 1 month

COMPANY DETAILS

What is your company size?

More than 100 Employees

What is your industry?

Warehousing

USAGE & IMPLEMENTATION

Did your company use a different software before this one?

no

How many people in your company actively use this product?

all employees

PRICING & COSTS

How long is your contract with the vendor?

Less than 1 year

FEATURE DETAILS

No information provided by the reviewer.

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