The best help desk solution our company could find

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