Freshservice Anmeldelser 97

I believe this is for the recent call we had with Seby around making sure an outdated dispatcher using a API would be fine to retire?

My only real struggle that I have had has been with Support. It has drastically improved the last 6 months I would say but that was my only frustration. I felt like I was getting folks that I knew more about the system than they did and that was frustrating. It would take several conversations back and forth before they would escalate the issue or get someone that understood what I needed. More recently the support has been great!

Our company has been using Freshservice for about a year. We're using most of the modules (Incident Management, Service Items, Change Management and Asset Management.

To me, Freshservice doesn't offer many compelling features for the price compared to much less expensive systems. The exciting/advanced features they DO have are often buggy or counterbalanced by missing basic related features. For example: having Approvals on Solution articles and automatic "re-review article" alerts is super nice...but that's balanced by having no analytics at all related to Solutions and not being able to require comments detailing why an article wasn't useful to a user. Or a user receiving a 404 page when trying to access a restricted article or announcement instead of receiving a login page.

Reporting:
The reporting is awful. We're on the Pro plan so we pay for 'Advanced' analytics...which falls short compared to every other ITSM reporting offering that I've ever used. For example: you can't build reports or dashboards in advance of the activity that you want to report on occurring. You cannot add filters to your reports or dashboards until that activity has actually happened in the system. If I want to run a report for a certain category of ticket (e.g. a new Department is going to use Freshservice, and I want to make reports for things relevant to them), that report cannot even be built until a ticket, change, etc. has happened in every potential datapoint. Even though the categories exist and can be selected on a ticket, you can't add those to a report filter until an actual ticket has happened against that category.

Conversational Portal:
I wasn't part of the decision process, but apparently this was the feature that sold my organization on Freshservice. It's advertised as being this magic, powerful feature, but in reality, it is extremely limited, buggy, and receives zero updates/fixes. We attempted to use it for 2 months and ended up needing to turn the feature off completely. We have over a dozen support cases in for over a year now, with no updates or fixes on 100% of them. And that includes items as simple as users receiving errors when trying to edit their own profile within the conversational portal. Or the built-in, non-customized, category field preventing ticket submission when using the conversational portal.

Support:
Support is either excellent or terrible. They reply quickly but are very slow to make any actual bug fixes. Every time you work with Support, you are required to give them Administrator access to your system. They will make system changes as well as send mass emails to your agents and users without any notice. I've never encountered a company who would perform that type of behavior and start modifying settings or confusing users. They are also very quick to say, 'oh it's just a little glitchy right now' and mark the ticket as closed instead of actually investigating the issue. Sometimes the Scheduler (which performs a certain action at a certain time) will either not run at all, run days/hours behind, or run multiple times instead of once...but that's just 'glitchy' and to be accepted when using Freshservice. The same is the case for Agent permissions. Sometimes the permissions just...stop working and prevent all agents from being able to access any data assigned to them. So Freshservice's solution (since it's 'glitchy right now') is to make all agents administrators.

Mobile App:
The mobile app doesn't support most features/modules that are in the web version. So you're very limited in what you can do with the mobile app.

We have been using Freshservice for the last 2 years. While the product has many options and integrations, it is one of the buggiest tools I have used.
We had several issues with the product; Either an integration is not working or tickets not being created during onboarding workflow, etc.
Dealing with Fresh's support is another problem. We have created several tickets re. these issues and the reply was either 'test it again', 'we cannot find anything in the logs', or 'there is nothing we can do'. For an enterprise ITSM solution I find these answer unacceptable.
I believe the tool has many possibilities but the amount of bugs and the bad level of support received is making us consider migrating away from it.

Great updates, Intermediate Frontline Support.

Awesome service from Ethiraj Vellampalli with my query. it was speedily resolved.

As an every day tool it is quite useful and works very reliably.

Some things to improve it would be very good, e.g. a resubmission system with hiding for tickets that can't be processed at the moment (e.g. because of planned absence of the reporter).

Fresh service is a good tool but my only comment is that the ticket titles need to be fixed at the top of the screen so that you don't have to keep scrolling through the ticket to see the title etc.

Otherwise it's a great tool

The product is OK for the price - more development is required to mature it. The support team often does not understand the issue being reported or recommend solutions that are not fit for purpose. The product needs to be more flexible, often we are told "thats not how ITIL works" and our requirements are dismissed. ITIL is a framework, not a set of laws so it would be nice if the system followed suit.

Freshservice is great in many ways, but some (to me) parts are just terrible. The Software module is outrageously bad and needs A LOT of work. Looking into the support articles and the marketing surrounding the Software module, I don't think anyone at Freshworks is actually using it. If you did, you would immediately notice the glaring flaws that make it completely unusable if you want to do anything other than just keep a long list.

It's good, it's fast, efficient but it would be better if you allow email signature with photos, the same way we have it on our Outlook.

It covers everything that is expected of an ITSM system today. Connections to third-party systems, which are customer wishes, are constantly being expanded.
For the end user, the freshservice is intuitive to learn.

There are a lot of places where we failed to achieve what we wanted to achieve. We never able to calculate the correct SLA and same never populating to report,

everything is fine with regards to the tool apart from small bugs and minor issues and only thing i need you guys wanted to improve is faster customer care response and update or notice about every single minor or major update in the tool to be notified to all the users once before release the update.

Outstanding Product. Highly Recommend

Product is decent but support is horrendous. The features are intuitive and great but I don't believe they stand out from other competition. I was surprised that their tech support is bad, really bad. Isn't a company selling a product for customer support supposed to have stellar support themselves? They need to fix that ASAP.

great product, best ITSM UI i worked with which makes it so user/agent friendly.
i hope they will add some customization in the reports section

Okay product, terrible support. They're very good at screwing up accounts during initial setup. Like another comment below, we ended up with two. Built a long ticket history over a couple of years despite fighting with their renewals department last year. They provide no notice when an account is going to expire and no way to renew easily once locked out without notice. Support? What support? Perhaps their ticket system is down. This company is a joke. Won't be around much longer. If you are serious Enterprise in need of a genuine ticket system with account representation that is not off shored to unresponsive fools, look elsewhere. In my 20+ years in IT I have never seen a company that wants repeat business less. Go to Zendesk, anywhere but Freshservice/Freshworks or whatever the hell they're calling themselves this year. As much of a hassle as it will be, and our lost ticket and resolution history I am glad we won't be giving this company any more money. Die already.

Support is not responsive to requests in a timely or technically adequate manner. Sales pressure is high for them to close the deal but once done, they do respond though issues drag out or are not resolved.
Initially we had an account rep that would check in once a month. That happened twice, then correspondence and efforts to build or maintain a relationship stopped. I was initially impressed with this but the service has declined significantly.
We have 2 accounts with them because the misrepresentation of multiple portals in the MSP portion of Freshservice. they are not separate portals and there isn't a way to separate them other than filtering. The second account has been nothing but trouble getting assistance on after we purchased licenses. We are paying for a service that we can use. I wouldn't recommend. We left Zendesk because of the terrible support. It looks like we are going to be shopping for another ticketing system.