Freshservice
Freshworks Inc.External reviews
1,272 reviews
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Great Help Desk Solution
What do you like best about the product?
I like the fact that Freshservice is constantly being updated. Whether it's the desktop or mobile version, it's always getting better.
What do you dislike about the product?
I can't think of anything. Freshservice is very well suited to our business model.
What problems is the product solving and how is that benefiting you?
For our organization, FS solved the Help Desk problem. As an added benefit, we are able to be consistent in our communication to internal stakeholders.
Very good ticketing platform.
What do you like best about the product?
It simply does its job. But the app is probably the best part, I don't use it a lot, but it is awesome. And the free part is really complete.
What do you dislike about the product?
It sends e-mails as me and not as my sector.
What problems is the product solving and how is that benefiting you?
Making documentantion possible. As a one man army is really difficult to keep track and prove what you're doing. Freshservice is almost like a secretary taking my notes.
Recommendations to others considering the product:
A free easy to use help desk system perfect for the one man army IT folks out there.
User Friendly IT Help desk Software
What do you like best about the product?
I have used many different help desk software platforms, and Freshservice definitely has a very easy and friendly user interface. Easy to onboard and get people working
What do you dislike about the product?
There are a few things I don't like with trying to schedule tickets and sharing tickets. Reports are very difficult
What problems is the product solving and how is that benefiting you?
organisation of tasks and issues within our IT department related to departments and users
Recommendations to others considering the product:
better scheduling, better reports, and better sharing of tickets
Intuitive, efficient and reliable
What do you like best about the product?
Very easy to get set up and running with. A clean and intuitive interface. A very streamlined approach to Change Management that has allowed us to be far more efficient and accountable.
What do you dislike about the product?
More customisation of the reports would be beneficial.
What problems is the product solving and how is that benefiting you?
Our change management process was ineffective and chaotic - Freshservice has provided a streamlined and fast approach that servers us well across multiple sites and groups.
The helpdesk analysis reports allow us to effectively monitor incident management, identify problems and manage a large geographically disparate IT operation.
The helpdesk analysis reports allow us to effectively monitor incident management, identify problems and manage a large geographically disparate IT operation.
Recommendations to others considering the product:
If you have a large team that spans IT support, engineers, analysts and developers then Freshservice is a fantastic product. Likewise, if you have a large customer base the multiple channels of communication is great to ensure everyone has the opportunity to interact with you.
Superb ITIL based platform
What do you like best about the product?
Simplicity for adopting, configuration supporting a phased deployment for users and support staff.
What do you dislike about the product?
A small learning curve during design/implementation but easily overcome by documentation and support from Freshworks.
What problems is the product solving and how is that benefiting you?
The need to establish an ITIL based approach to incident mangement, encouraging a team unused to formal processes to adopt a consistant approach.
Recommendations to others considering the product:
Great product at a fantastic price for a fast growing platform with new features on a regular basis.
Incidents
What do you like best about the product?
When team members create a ticket it is very handy to know that a automated response has been sent out. This allow us to manage the ticketing system effectively
What do you dislike about the product?
Sometimes too many emails are sent to those that raise the tickets
What problems is the product solving and how is that benefiting you?
Incident management along with service and solutions
Effective IT helpdesk managing tool
What do you like best about the product?
The asset management is very useful to keep track of warranty periods and much more
What do you dislike about the product?
Contracts management is not very flexible when it comes to renewing mid term
What problems is the product solving and how is that benefiting you?
All out IT request are managed through Freshservice. Great to keep track of request status, automating tasks for services, asset management and maintaining database of solutions
Simplifies my work day!
What do you like best about the product?
Easy to use ticketing system and user interface.
What do you dislike about the product?
Initial setup of the email forwarding system, Can be a bit confusing and hard to understand.
What problems is the product solving and how is that benefiting you?
Incident management, Data analytics, Asset management
Solid Helpdesk System for small company
What do you like best about the product?
Quick customer service help, works out of box with limited setup needed
What do you dislike about the product?
surveymonkey app has been down for some time now.
What problems is the product solving and how is that benefiting you?
1. Helpdesk
2. Asset tracking
3. Solution Knowledge Base
2. Asset tracking
3. Solution Knowledge Base
Recommendations to others considering the product:
I selected Freshservice after reviewing 5 other options. The sales/support staff was very helpful with my setup and selection. The program is easy to setup and easy to use. The only issue that I have is that Survey Monkey App has been down for a few months now.
Our experience with Fresh Service, whether using it internally or receiving support is outstanding.
What do you like best about the product?
The flexibility and ease of configuration of Fresh Service allows us to react quickly to many situations. My end users find the product very intuitive, easy to use, and allows for an abundance of information to be stored for easy metrics reporting. The ability to integrate to Jira allows our support and development teams to work more closely together and resolve issues quicker. Support from Fresh Service is instantaneous and very accurate. I would recommend them for any type of business
What do you dislike about the product?
I can't find anything within Fresh Service that I dislike.
What problems is the product solving and how is that benefiting you?
The multiple channels that are provided to our customers via Fresh Service allows for clear and concise two way communication. Call avoidance has been recognized due to our clients using self service via our Solutions Knowledge base. Internal workflow within our organization has improved based on the features we've configured.
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