Freshservice
Freshworks Inc.External reviews
1,272 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Excellent ITSM for the price.
What do you like best about the product?
Best way to take control of the operations of the IT departments. metrics , and tracking of all the reports and agents roles.
What do you dislike about the product?
I can´t configure the survey form. We have no Chat, so we can´t open any incident or change through this way.
What problems is the product solving and how is that benefiting you?
Incident, change and problems Managements. Asset Management Control and Service Catalog
Great product and awesome team
What do you like best about the product?
We are FreshService and from a product perspective it is very user friendly in teams of GUI. Easy to understand and work with.
FS team too is great to work with, we have received timely responses and they also hosted me in their office for 2 days.
FS team too is great to work with, we have received timely responses and they also hosted me in their office for 2 days.
What do you dislike about the product?
At this point nothing to dislike. All is great
What problems is the product solving and how is that benefiting you?
Consolidation in a single platform for all applications and regions.
Recommendations to others considering the product:
Come up with process recommendations and flows
Best HelpDesk Solution For the Price
What do you like best about the product?
It's a very customer focused solution. It really focuses on communicating with customers through email. When we switch helpdesk solutions, none of our clients even realized we were doing anything different systematically. But they did notice that we had upped our communication game.
What do you dislike about the product?
The Asset management piece is really weak and we're looking for other solutions to fill the void.
What problems is the product solving and how is that benefiting you?
We were able to automate a lot of our helpdesk and it refocused our team to communicate better with our clients when solving tickets.
Intellligent software
What do you like best about the product?
This software is really simple to set up, use and to support. All instructions are clear and simple for understanding. You don't need to involve specialists to make settings, to change the processes or to connect the other software.
It consists all necessary statistic and reports for quality assurance of the agents.
The knowledgebase is simple to fill in.
It consists all necessary statistic and reports for quality assurance of the agents.
The knowledgebase is simple to fill in.
What do you dislike about the product?
Chat window could be wider.
I wish all social incoming messages were in the ticket section. For now, if we get some messages in the Social section, we have a chance to miss them.
I wish all social incoming messages were in the ticket section. For now, if we get some messages in the Social section, we have a chance to miss them.
What problems is the product solving and how is that benefiting you?
All communication channels are in one. We don't miss the emails, chats.
Recommendations to others considering the product:
List of shorthands could be placed by alphabet range.
Fast, intuitive and very flexible.
What do you like best about the product?
Can be used with a minimal setup but allows a very sophisticated configuration of all features.
Adaptable to the company brand, structure and workflow.
Provides a fast and modern UI.
Adaptable to the company brand, structure and workflow.
Provides a fast and modern UI.
What do you dislike about the product?
Asset licenses payed upfront could instead be payed-as-you-go.
Missing ACL rules and a full backup option with the uploaded documents as well.
Missing ACL rules and a full backup option with the uploaded documents as well.
What problems is the product solving and how is that benefiting you?
Digital transformation of the shared back office services and workflows.
Recommendations to others considering the product:
Invest some time experimenting and making sure it fits your needs.
Freshservice Review
What do you like best about the product?
Great interface for all our needs within IT. The ability to auto assign tickets to groups around the world from multiple email addresses is very important to us as well.
I work heavily on change requests, being able to add them into managed releases is really helpful.
I work heavily on change requests, being able to add them into managed releases is really helpful.
What do you dislike about the product?
Users cannot login to view changes assigned to them.
Cannot bulk move change requests from one release to another
Cannot bulk move change requests from one release to another
What problems is the product solving and how is that benefiting you?
The main problem we had was a large amount of changes that needed to be separate from support tickets. These are now allocated into releases to help manage expectations of users.
Recommendations to others considering the product:
Make use of the automated ticket assignment to ensure your tickets are allocated to the correct people as quickly as possible
Quick solutions on FreshService
What do you like best about the product?
The program itself helps with organization. When I ran into a problem they got back to me really fast.
What do you dislike about the product?
I haven't run into anything I dislike yet.
What problems is the product solving and how is that benefiting you?
It helps keeps requests organized and it serves as a log for any website changes made.
Recommendations to others considering the product:
The software does exactly what it is supposed to. Keeps everything organized and easy for front and back end usage. Administrative tasks easy to complete.
So far, I've been very happy with Freshservice.
What do you like best about the product?
The application is easy to navigate and very feature rich. The support staff have been excellent. The performance has been very nice. It's easy to use and my support staff are liking it over the prior app we retired. The mobile app is great (though I wish it would do change control, not just ticketing).
What do you dislike about the product?
Really, the only issue is that there are a number of small functions missing that should be there. Things that will probably come out with time, but for now, I have had to work around. Certainly nothing show-stopping and if I had to do it all over again, I wouldn't change my decision. Also, the asset discovery tool (the Probe) definitely needs more maturity. It's OK, but doesn't pull as much info as, say Spiceworks' probe.
What problems is the product solving and how is that benefiting you?
Asset management, change control, change management, help desk support, problem tracking.
discovery probe
What do you like best about the product?
of support, is very efficient .
What do you dislike about the product?
nothing .
What problems is the product solving and how is that benefiting you?
my inventory, I did not know as doing data refresh or create a new machine, but now I know.
Marval to Freshservice
What do you like best about the product?
The user portal has been a real gamechanger for us here, we were the classic old style Service Desk with high volumes of phone calls. The Self Service portal has allowed us to shift left and allow the userbase to self serve and use forms to submite tickets directly to the correct teams.
What do you dislike about the product?
The reporting feature in Freshservice needs some work. Thankfully Freshservice have recongnised this and a new reporting tool is coming in March 18.
What problems is the product solving and how is that benefiting you?
Self service
Staff Knowledgebase
IT Knowledgebase
Re-launch of new Problem and Change processes
Staff Knowledgebase
IT Knowledgebase
Re-launch of new Problem and Change processes
showing 1,081 - 1,090