Please share with the community what you think needs improvement with Freshservice.
What are its weaknesses? What would you like to see changed in a future version?
While we're just starting with project management, I foresee some limitations with it two or three years down the line. The functionality we will likely need just isn't there right now. It's still very, very basic in terms of the offering. For example, measuring progress can be tricky. If you finish the sub-tasks and not the main task, it doesn't calculate the project's progress correctly. It would be nice if there were some standard KPIs around, for example, performance or support. It would help with budgeting. The product should look at BCM or ServiceNow and see if there are features that would make nice additions. It would help them stay competitive.
They can improve the search. While searching the inventory, when I cancel a selected category, the search box disappears, and I have to reload the page. It is a small glitch. Currently, we can have only one plan per subscription. All users have to be on the same plan. We can't have two users for plan A and five users for plan B. It might be good if there was an option to have different plans within one subscription so that you can assign each agent to the corresponding plan.
What do you like most about Freshservice?
Thanks for sharing your thoughts with the community!
Can you share with other users what your preferred choice is for help desk software and why? Did you compare it to other solutions?