What are the best aspects of this product?
If there is something to regret about Freshservice, it is that I didn’t find out about it sooner. It took me a while to replace the system we had, meaning I checked every package, and ‘sieved’ between all kinds of suppliers to estimate both the service and the support. As you can guess, the experience was painful, and I didn’t really work out enthusiasm for any of them. All of that before Freshservice appeared! Being able to compare functionality, flexibility, customization, and administration, I bet my bottom dollars that Freshservice is the best product on the market. The price is ridiculously low compared to its operation, which is probably one of the main reasons for the product to be so popular.
What aspects are problematic or could work better?
No need to create a fuss about it, but the reporting portfolio is quite inflexible. However, I overheard they’re a stone throw from developing a new one, and I am only hoping it will happen soon.
What specific problems in your company were solved by this product?
All of them? Our previous system was homegrown, meaning that agents had no flexibility to ‘move around it’, while for some access was completely denied. Now that we have Freshservice, both engineers and the support team are satisfied with the interface, and have a say on all current updates. Some companies will even like the excellent integration with Harvest, meaning that staff can report their time straight from Freshservice to our timekeeping app.
Are you a current user of this product?
What is your role with this product?
How long have you been using this product?
Less than 1 year
What is your company size?
Did your company use a different software before this one?
How many people in your company actively use this product?
How long is your contract with the vendor?