FreshService (US) Tracking Order Status

Good product, awful customer service. I mean, literally some of the worst i've ever had. They will close your tickets despite knowing the product is broken, they'll ruin your data exports multiple times (and always at the worst possible times), they just say "we understand" instead of actually trying to fix it. The account managers are alright but when you have to deal with the support team, you'd be better off speaking to a wall.

Has enabled our org to vastly improve service - while it has some nuances and limitations, it is an overall great experience, with brilliant automation and efficiency tools.

Overall Since Started Using FreshService There are some things that could be improved. I am an admin but some things I want to do I can't so not sure how that should work. I also do work as an agent and find the formatting does not work correctly. I would also like to see some better way to view history of changes. There are time I believe the original request was changed but can't prove it.

If you had the interface and workflow of Freshdesk, with the added features (asset management) of Freshservice, you'd have a winner. Freshservice's API is limited (although what's there does work, it's limited and puts way too much work on FS devs to do work your own devs should be able to do), the UI is inconsistent and clunky. But, it's get the job done and the mobile app is very useful.

A very helpful experience that can be useful for all types of users, if we use this knowledge correctly we definitely could improve our business process.