The fact that the solution has an app and you can scan barcodes is amazing. With smartphones, you can asset-tag things, scan them, and then see them on your phone while you're on the move. It's crucial for us because our engineers aren't always sitting at a desk in front of a laptop.

Freshservice is also excellent at searches. We now have an ITV-wide asset database and no longer purchase things that are already on the shelf in another office. It covers all our UK sites, so that if we're searching for a part or for a piece of equipment and it's in another location we can have it sent over to us. 

Recently, they added custom objects and updated the analytics, which was really helpful. A feature called Business Rules for Forms is helping me to facilitate accessibility for users.

The admin feature is the UI, so it's very clean. The asset management and its model are valuable as well.

Depending on the size of your organization, is pretty standard and useful. It's really dependent on the size of your organization. For example, in our use case, we're about 5,000 employees right now, and we've outgrown the product at this point.

We really like the Freshchat widget that allows people to engage with our FAQs on any kind of webpage or web property. We really like that. 

We really like the auto-routing. 

The rules-based automation that they've got built into auto triage and auto disseminate to the right groups. 

We really like the auto-responses, as well. 

Their dashboard and their ability to follow the history of the ticket to see who's all engaged is very useful. It allows us to see who's engaged with it.

The solution’s timely automated triggers increase our IT team’s productivity. We can add all social media channels to the tool so that all tickets come to one place. The self-service portal impacts the user's satisfaction within the organization. Businesses must be ITIL compliant. Freshservice is the best tool for it.

The analytics are very good.

The solution offers very nice incident management.

The overall functionality of the product is excellent.

The change management is helpful. They have an agent that we installed in every single asset. We have the inventory for all assets automatically.

Contract management is very valuable for us as an IT department, as we have the information for every single computer across the company.  

We are starting to use the project management aspects right now. We have different projects and we have all information in the same solution, in the same place. It makes everything more centralized and easier to access. 

The user interface is very nice and the solution is easy to use. You don't need to be an expert in order to navigate around and use the product. You don't need to read a lot of manuals in order to figure everything out. It's pretty intuitive.

On the changes side, I found the workflow network quite easy to set up. I didn't need a lot of hand-holding in that. I didn't have to go through training as such. The flows were pretty basic to set up, which made it fairly simple.

The additional fields that were required for our change process were easy to set up. I was able to get it up and running pretty quickly. I was working as the head of the project management team. I got a few of the guys onto that, and then we rolled it out.

The most valuable feature is the sandbox, which allows the testing of new configurations, automations, and workflows before puting them live on the production system.

Freshservice's best features are that it's cloud-based, cost-effective, and has a flexible pricing scheme.

The solution is very responsive with a 97% success rate in funneling customer tickets. 

There's a good integration between SolarWinds and Freshservice. 

This is a very intuitive, interactive product. It's quite extensive in terms of dealing with trouble tickets.

There is a nice user interface.

Its ease of use is fantastic. It is just above and beyond, especially when you compare it to something like Cherwell, Salesforce, or anything like that. It is on its own level. It is so easy to administer. The way everything is organized and the way it builds its own documentation is very good. 

It integrates with a lot of things. If they don't have an integration, once you bring it to them, a lot of times, they get that working in their pipeline. They get integration with different software going. They really are looking to do things a little bit better than others, and it shows how much work they put into the platform.

The solution has been very helpful engineering insights into the client's environment. We have been able to manage calls and incidents very efficiently which provides us with a clear understanding of the system warranty and the actions that we might need to take in terms of insights. The system is very dynamic and prevents any kind of oversights which ensures that there is smooth contract management. 

We can also easily uphold SLAs and deliver enhanced services without breaching any agreements.

The most valuable features of the solution are the ease of configuration and how easy it is to get things set up and working.

We like that the product is a SaaS-based service. You can just register and within five to minute minutes, you are ready to go.

It's very intuitive. It's not complex or anything. Anyone with some IT knowledge, IT service management knowledge, can just spin up an instance within the cloud and register for an instance. He can just go through configurations very easily. 

Maximum, within a week, if you have a basic ITL, if you have good technical instance, you can spin up an instance with a basic idea of some incident management for these catalogs.

The product itself comes at 60% to 70% configuration. It's already done for you. Out of the box, there are around 40 plus service catalogs available. You simply need to customize your requirements. The product is loaded with all the features you need.

At the moment, they are adding a lot of functionality to the product. It is beginning to mature. 

The reporting is very good. 

We found the initial setup to be very simple. 

It is stable. 

The solution can scale.

Technical support is helpful. 

I do like the workflow automation capabilities, where based upon certain actions, it will automatically go and route tickets to a particular person. It is fairly user-friendly.

We like the mail tickets on offer. It is something we love. There are workflows that are working quite well. You can have multiple queues and resolution groups.

The solution has been stable. 

The most valuable feature of Freshservice is you can assign downloaded tickets and the reports are useful.

Freshservice's best feature is its user-friendliness.

We find its ability to track what's going on with each request very valuable. We are also able to merge ticket requests and assign them to different groups in the company. We have another department that uses the same system.

It has several valuable features, including:

• Incident management
• Web interface for staff with Active Directory authentication/pass-through
• Portals/screens can be fully re-branded with images and custom colors

The most valuable features of Freshservice are the notifications, customization, and flexibility.

The absolute ease-of-use cannot be matched. 

This product got me an ITIL help desk with a polished and simple knowledge base for my users in less than a day of configuration. Most help desk solutions are really outdated and clunky, or so complex they take a tremendous effort to implement correctly. 

Freshservice was up and running without any expensive project planning, and all that without sacrificing features. It's a fully functional help desk, and then some.

The portal is straightforward for the end-user, but that's not the best part of Freshservice. Integration is the part that's interesting because it's easy to set up a process. It's extremely simple to integrate. In one week, you can add change management. It's incredible.

The key feature was the incident management. It recorded and supported most of the client's details.

The most valuable aspect of the solution is the user experience. Indeed, it's pretty simple to use, mobile-friendly, and nicer than many helpdesk solutions.

Moreover, agents and requesters can use the Freshservice iOS/Android app to interact with Freshservice and to follow their tickets and service requests.