The tool that will never stop surprising you

What are the best aspects of this product?

Freshservice is an easygoing, well-structured system. The IT team of our University uses it for communication, or in order to track request tickets from colleagues and students. But there is more about Freshservise! Most of the time, it performs the role of a personal database, where all problems, updates, and releases are being stored. It relates them to the appropriate tickets automatically, and it allows us to use our time for something more important.
Freshervice increases the value of this institution, especially when users are concerned. They get a service catalog, and access to a rick knowledge base. These tools are slow at times, but we are working to improve them.

What aspects are problematic or could work better?

I think asset management it’s still below the threshold of its capacity, but I don’t expect developers to carry the can for something we’re not able to explore. Sometimes I think it’s just me that finds it limited and simple, but I can’t help thinking there is a more complex environment somewhere there. To be honest, our team is not really able to estimate this, since there is no previous tool to compare with.

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

Freshservice put an end to two of our major problems: it improved customer service, and it standardized our internal practices. We needed a basic level of functionality, but I think we got more than that. I can see that students and employees are better organized, and I am happy to have contributed to it.

Are you a current user of this product?

Yes