What do you like best?
Cloud-hosted Service Desk, Let users raise tickets via email, self-service portal, phone, or in person. Track, prioritize, assign, and automate resolution processes to drive service desk efficiency. SLA Management, you can resolve tickets based on priority, and automate escalation rules to communicate violations within the service desk. Knowledge Management, Self-Service Portal, Problem Management, Change Management
What do you dislike?
It should have a native Remote Suport feature.
It should have more technical Documentation in Spanish.
It should certificate to Pink VERIFY
Recommendations to others considering the product
Don´t hesitate to try Freshservice if you are looking for an ITSM and ITIL oriented Service Desk.
It will help you to discover all assets in your network and send a report.
You can pay 1 agent or 100 agents, you can add them or delete them whenever you want, You can easily change your plan, and suscribe for 1 month or 1 year.
You can change the interface to spanish or any other language
What business problems are you solving with the product? What benefits have you realized?
Now it´s easier to manage my IT incidents, by email or Self-service portal.
I don´t need to use any Hardware to install the tool because it´s cloud-hosted
Now My IT Department complies with ITIL Best Practices
I can export reports by: Department, By Agent, By Cases into several formats
I can keep my inventory up to date
I can keep a history fo my cases and export it
I can measure th satisfaction of my users by sending them surveys
My techinicans can access the plattform through a laptop or mobile