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Operations teams using Knowledge driven decision support applications, Technical support teams, Customer service teams, Pre-Sales, Telemarketing, IT Helpdesk & ServiceDesk, Technical Writers
Freshservice's customers include MSP's, financial organizations, educational institutions and several government organizations.
It is easy to use and made our whole company more successful. It is also easy to change- the administrator can edit at any time quickly which is great for a growing and changing company.
Yonyx takes the "Trouble" out of troubleshooting.
The routing and flow of the issue trees is good and its very helpful to users. The best thing is that we can take feed back at end of any tree and and customise the tree easily.
But that's scarcely a problem given we embed these in our own site and use that navigation instead.
The Yonyx support team has also been extremely helpful and great to work with as we started our partnership together. I highly recommend giving Yonyx a chance to earn your business.
The lack of accessibility features could deter some users.
The scope of content moderation is fantastic.4 Content management, ease of adaptability of this software is great.5 It is a value for money experience for the end user.
If the administrator has not set it up properly, there can be broken links, and then you are left without a place to go.
It has solid overall build quality and supports ITIL standards and data capture in many areas. We also have the asset tracking component which has been helpful.
So many of those requests can and have gotten lost in email in the past, but no more.
The interface is clean and intuitive, and the documentation is comprehensive. Freshservice has excellent customer support and they respond to issues/queries immediately.
Missing workflow functionality, some customizing features could be easier to understand, some poor translations into German.
The ticket management, asset management, knowledgebase and workflow automation have bee huge help and really a great solution for the specific needs.
I feel bad even complaining about it because it's so simple to use but I feel as if the interface could use an update.
Simple, Value for Money, Great Customer Support, Ease of use, Overall quality is nice and definitely we will recommend this.
All the problems are resolve quickly and worry to follow-up om email.
Brad T.: Hi, I'm Brad. I'm the application support manager in higher education and I rate Freshservice four out of five. So there is a couple of different software options I was looking for in my use case. So the biggest thing, I was looking for an ITSM tool with good CMDB capabilities. And so I looked at Zendesk, also at Freshdesk, that's by the same company that makes Freshservice. And landed on Freshservice because they had the CMDB component that I was looking for. So, there's two deciding factors that made me go with Freshservice for the use case that we had. One, it was ITIL-based. And so, it has incident management, change management, problem management, and release management, with good workflows built in. And of course, the CMDB to get a good inventory of our environment. The integration of rolling out for a service for our company was really easy, especially because it's a SaaS. It's just, you pick your domain name and it's ready to go out of the box. And with being able to integrate with active directory to do single sign-on through LDAP, made it even easier for our team to adopt. The best advice I could give anyone that's looking for an ITSM platform like Freshservice, is to evaluate the use cases and what you're solving for. So, if your workflows and processes are ITIL-based, which I would highly recommend anyone that's not using the ITIL structure. For a service that's out of the box, just ready to go, totally ITIL structured. And I highly recommend it. Especially if you're looking for a SaaS with little to no overhead on maintenance. So you don't have to have your own server to host it or anything. It's just pay per seat, per month and you're good to go.
Prioritize real-user-identified key features according to your needs to find your best fit.
Yonyx
Freshservice
Top FeaturesYonyx
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