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Freshservice's customers include MSP's, financial organizations, educational institutions and several government organizations.
GoTo Resolve is the powerful, cloud-based IT support and management software built for SMBs.
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.
I liked that it was extremely user friendly. The majority of customers that we'd use this for assistance with are elderly, and i like that its very straight forward.
The fact that it keeps running in the background is quite insecure, no wonder why a lot of scammers use it.
I'm not a tech employee and have comfort with a good chunk of tech implementation, and this was super easy. Anyone should be able to follow along.
It's lack of stability, lack of value, and that they just don't care about you.
Great software, great featuers, a bit on the pricy side. Best benefit is the abuilty to send and receive data such as programs and or error logs.
The agent doesn't always install properly and it can be a little difficult to push out to many users sometimes.
Its ease of use, reliability, and advanced features make it a popular choice for companies of all sizes.
If this is you, then this product may not be that beneficial. I think anyone can learn from this program or the other end user.
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.
Freshservice
Top FeaturesGoTo Resolve
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