Freshservice
Freshworks Inc.External reviews
1,272 reviews
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Great service for helpdesk control
What do you like best about the product?
UI, easy to use, customer service, pricing
What do you dislike about the product?
Nothing the product really is great. Very easy to setup and use
What problems is the product solving and how is that benefiting you?
We control all the helpdesk problems of our company with Freshservice and its being great!
Recommendations to others considering the product:
Use it! give it a go. it will blow your mind
Perfect service and a very good helpdesk!
What do you like best about the product?
The support that they give. If we ask a question it usually doesn't even take 1 hour for them to respond with a solution.
What do you dislike about the product?
There is nothing that I dislike with this service.
What problems is the product solving and how is that benefiting you?
We get a very good structure of our helpdesk where we can see status of ongoing project, we can keep track of all our Tickets and we now have a very nice Support portal.
Service Desk software fast and easy!
What do you like best about the product?
FreshService is easy to configure, as it comes to be set up in a few steps. FreshService has Incident, Problem, Change, Release and other Itil aligned modules to be configured. The IU is easy to customize and rapidly you can have your service desk working.
What do you dislike about the product?
The Sprout plan has limited End users and assets and you have to pay for the Problem, Change and other ITIL align modules
What problems is the product solving and how is that benefiting you?
The need to have a Service Desk to support all internal customers in an organization. With FreshService is possible to have a basic Service Desk configured an ready to work including Asset Management, AD Integration, Third party integration and more.
FreshServivce Helping us to improve customer relation
What do you like best about the product?
The UI and customisation is very user friendly, Self-service portal
What do you dislike about the product?
The restriction on what does appear on the portal or not.
What problems is the product solving and how is that benefiting you?
The ease of how we handle tickets
Efficient, easy and unique ticketing system
What do you like best about the product?
Not only does it look very modern, it is very sleek, efficient and user friendly. It is an amazing tool and is perfect for our business.
What do you dislike about the product?
Nothing so far, the tool is easy to use and is amazing so far.
What problems is the product solving and how is that benefiting you?
Approval Processes, New Starter Forms, Inventory list for assets, Contracts, Service Catalog.
Recommendations to others considering the product:
Perfect tool to utilise, great features and very easy to use as well as implement. Solutions are easy to setup.
Best internal help desk tool for small to medium sized companies
What do you like best about the product?
Easy to use GUI, great customizability on most modules. Easy to use reports. This tool is a lot more effective for internal help desk use compared to general purpose help desks that are typically designed with external customers in mind.
What do you dislike about the product?
Asset management module still needs work to be fully customizable. A lot of things like pre-built categories can't be changed from defaults. A lot of default fields also can't be removed, thus creating unnecessary clutter when you want a simple asset system at a smaller company.
What problems is the product solving and how is that benefiting you?
A lot more effective at managing internal IT help tickets compared to Zendesk or other products that are designed to service external facing customers (Freshdesk is this company's external facing help desk tool). Plus there are many additional helper modules for managing contracts, assets, etc. Makes running IT Operations with one tool a lot more effective.
Freshservice also does not overwhelm you with ITIL unlike some of the more complicated enterprise offerings, and you can slowly introduce pieces of it as you grow the company. User interface and customizability are great and require little to no training for employees to pick up.
Freshservice also does not overwhelm you with ITIL unlike some of the more complicated enterprise offerings, and you can slowly introduce pieces of it as you grow the company. User interface and customizability are great and require little to no training for employees to pick up.
Recommendations to others considering the product:
To me it's the best product out there if you need an INTERNAL facing help desk with ITIL functionality.
Fun and very easy to use and customize
What do you like best about the product?
The customisation you can do to your portal. make it exactly what you need.
What do you dislike about the product?
At the moment not much. I had to resize the page in Chrome to see all my tickets on the home screen but that was easily fixed.
What problems is the product solving and how is that benefiting you?
Making it simpler for users to use, making it easier on us as the service desk and the user.
Recommendations to others considering the product:
.
A for Freshservice
What do you like best about the product?
I love the ease of submitting and organizing tickets.
What do you dislike about the product?
It's difficult to integrate into other teams.
What problems is the product solving and how is that benefiting you?
We are making the process of reporting incidents much more efficient.
Not bad for a ticketing system
What do you like best about the product?
I like the ability to let me IT team know I am having an issue and they can easily solve it by assigning it to the correct person.
What do you dislike about the product?
I haven't gotten too far into Freshservice, but we have been looking into it for our ticketing system, and I think on that front it may be challenging to assign and keep all of the tickets straight for our particular team structure.
What problems is the product solving and how is that benefiting you?
The issue of it possibly not working for the marketing team. I have realized it is a great way to interact with IT and helps to ensure someone will see my ticket and resolve it as quick as possible.
Recommendations to others considering the product:
Make sure if you are purchasing for an entire company and multiple teams to use that it will support all of the different team structures. It may work great for one team, and barely at all for another. It may not be a one size fits all product.
Improved our Department Image in a fastest way ever
What do you like best about the product?
Flexibility and ability for developing more
Clear Roadmap started to be here
Clear Roadmap started to be here
What do you dislike about the product?
A couple of limitations However we believe it's under development
What problems is the product solving and how is that benefiting you?
Information Technology related problems (Voice, Network and Servers infrastructure)
We've benefited from the system applying ITIL Standards within the company which greatly enhanced the communication between the IT Department and end users
We've benefited from the system applying ITIL Standards within the company which greatly enhanced the communication between the IT Department and end users
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