Freshservice
Freshworks Inc.External reviews
1,272 reviews
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Very good
What do you like best about the product?
Besides their good system, they have a awesome support
What do you dislike about the product?
When the user reply an e-mail it creates a new ticket
What problems is the product solving and how is that benefiting you?
We're able to provide helpdesk for our customers
Very simple and easy to use. Makes managing your work load simpler.
What do you like best about the product?
Ease of use, and managing your work load becomes simpler.
Also going back to old tickets when similar issues arise is great as you can usually see what the solution was instead of trying to remember fixes from a long time ago.
Keeping track of requests and issues so that we can follow up on them, rather than trying to remember or having it scrawled on a piece of paper.
Also going back to old tickets when similar issues arise is great as you can usually see what the solution was instead of trying to remember fixes from a long time ago.
Keeping track of requests and issues so that we can follow up on them, rather than trying to remember or having it scrawled on a piece of paper.
What do you dislike about the product?
Just a slight annoyance when closing off tickets, they will get re-opened when users email back just to say 'thank you'.. Other than that there's nothing else I can think of.
What problems is the product solving and how is that benefiting you?
- Manage work load a lot better.
- User requests don't get lost in emails.
- Can see other co-workers tickets so we can take over their jobs if they are on leave etc.
- Whilst on site, we can sort tickets by location so we can solve any other issues at the site while we are there.
- User requests don't get lost in emails.
- Can see other co-workers tickets so we can take over their jobs if they are on leave etc.
- Whilst on site, we can sort tickets by location so we can solve any other issues at the site while we are there.
Easy to use, yet plenty of features
What do you like best about the product?
The site is very easy to navigate around for both agents and users submitting tickets. The free version is a perfect solution for incident management in small companies. The different levels of Freshservice is very convenient for a company that does not need too many features. The different settings/features covers everything we need.
What do you dislike about the product?
I may be wrong about Freshservice not having this feature but I would like to change how long tickets should be open for and when they should be due.
What problems is the product solving and how is that benefiting you?
We are making sure tickets get answered/resolved in a timely manner. It causes less confusion on how tickets were resolved and when than when trying to keep track of everything via email. The "Solutions" section speed up time by looking there for solutions to previous/frequent problems.
Awesome service and platform!
What do you like best about the product?
Integrations, ticket managements, ease of use, extensive features, and so much more!
What do you dislike about the product?
No option to issue and print a work order for assigned tasks, where customers can sign upon completion of the task. Mobile application is very limited, doesn't show the complete contact profile with all the information, and would be great if customers could sign on the phone for completed tasks/work orders.
Also, we've been using Freshdesk before we moved to Freshservice, and while we found it more intuitive, we believe that some features/integrations would be a great addition if they were available in freshservice as well and not only in freshdesk.
Also, we've been using Freshdesk before we moved to Freshservice, and while we found it more intuitive, we believe that some features/integrations would be a great addition if they were available in freshservice as well and not only in freshdesk.
What problems is the product solving and how is that benefiting you?
We are servicing Point of Sale users by providing remote support to our customers. The helpdesk and the customer portal are both user friendly, and both us and our customers enjoying using it.
Friendly both for user and agent
What do you like best about the product?
The interface is user friendly. Reasonable price, can integrate with many applications
What do you dislike about the product?
Some function is not very flexible, such as Satisfaction Survey as have only 3 options and cannot adjust it.
What problems is the product solving and how is that benefiting you?
ITIL Life Cycle
Great Product! Will use for a long time!
What do you like best about the product?
I like the Asset management and the ability to address particular assets and have workflows, and Historical tickets related.
What do you dislike about the product?
The view of the tickets should be smaller, and more in a Table format so you can scan more details at once. Perhaps a compact excel like view option.
What problems is the product solving and how is that benefiting you?
I needed a central platform to put my support articles, Management my Systems workflows and problem management.
Recommendations to others considering the product:
Great for managing almost everything when it comes to an It service desk! Definitely, use if your team is ready to implement!
A big step up from our last service
What do you like best about the product?
Inventory and ticketing.makes my daily task much easier
What do you dislike about the product?
Sometime Amazon S3 will freeze for a second or two.
What problems is the product solving and how is that benefiting you?
Centralized help desk .that is very easy to manage and add users.
Recommendations to others considering the product:
The service is very user friendly, I have recommended this product to friends in the industry.
Freshservice is powerful, economical and easy to use
What do you like best about the product?
Our Freshservice HD platform gives our customers the means to quickly alert our IT team to problems without having them get bogged down in the red tape of processes and procedures. The FS front end is pliable, simple and effective. It allows us to focus our energies on finding patterns in today's data and then act proactively to prevent tomorrow's problems.
What do you dislike about the product?
Very few things are not likable. It's a simple platform, easy to manage, the reporting has improved greatly in the last few versions. I don't dislike any part of it.
What problems is the product solving and how is that benefiting you?
We have three people on our IT team and we satisfy the needs of 360 end users (customers). It's not easy and sometimes the work is more of an avalanche than a steady stream.. but Freshservice gives us the ability to coordinate our efforts and keep our focus on the delivery of satisfying solutions.
My Freshservice Review
What do you like best about the product?
I like the simplicity of submitting tickets
What do you dislike about the product?
I haven't had much luck with the asset management part of freshservice
What problems is the product solving and how is that benefiting you?
A simpler ticketing system with more flexibility than our old one.
Freshservice is a flexible, robust, and easy-to-use trouble ticket system.
What do you like best about the product?
User experience is great! I need to be able to enter tickets with meaningful information quickly. I can automatically authenticate through Active Directory, immediately create a new ticket, enter data with suggestions, and tab through the fields. I like the automated monthly reports I setup.
What do you dislike about the product?
1) In our system, the customer's "Department Number" is not automatically populated until after I create a ticket and then refresh the page. This makes if difficult to open and close a ticket at the same time, which is something I do.
2) I have to enter an Incident to get a free-form form to complete, even though most tickets I enter are Service Requests. I then need to change this. I would like to be able to enter Service requests in the free-form form.
2) I have to enter an Incident to get a free-form form to complete, even though most tickets I enter are Service Requests. I then need to change this. I would like to be able to enter Service requests in the free-form form.
What problems is the product solving and how is that benefiting you?
1) I am accounting for my time to be able to see where it is being used, so I can better understand my workload and how I might re-assign simpler tasks to others.
Recommendations to others considering the product:
Consider it!
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