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Great Ticket Management System
What do you like best about the product?
Fresh service is easy for customers to log tickets, and for agents to set ticket priorities and assign tickets to agents. You can also run customer satisfaction reports, this is a good way of measuring metrics of how the team are performing.
What do you dislike about the product?
Sometimes pulling data from freshservice to excel can cause bugs and the data can be inconsistent; however fresh service are able to support these issues. Response times can be slightly delayed. But always get resolved well, agents are polite and knowledgeable.
What problems is the product solving and how is that benefiting you?
Client tickets, internal IT tickets and having dashboards that show how many tickets each agent has assigned certainly has its benefits
Recommendations to others considering the product:
Go for it you can pay for agent seats and it is an affordable set up!
Excellent support and good set of features that will get most helpdesk work done.
What do you like best about the product?
The layout is really nice, its easy to sort out the tickets and also be able to reply from email is very helpful. Also I do like the ability to auto assign tickets and create a really powerful workflow to route those tickets to the correct destinations
What do you dislike about the product?
I would like a better asset tracking system. I bit hard to track what asset/access a user has. I would like the ability to add asset tracking to a user's profile based on the tickets they have created.
What problems is the product solving and how is that benefiting you?
Previous to this the organisation was only using email and SharePoint list to maintain ticket. Freshservice has help a lot in trying to track tickets, be able to respond straight from the ticket and have reminder alert/task. It has saved us a lot of time in resolving our ticket and also from missing tickets.
Recommendations to others considering the product:
If you are after a quick and easy helpdesk solution, Freshservice does tend to do most of the helpdesk task. It also very competitive compared to other systems.
Quick and Easy
What do you like best about the product?
Familiar interface, easy to setup and use
What do you dislike about the product?
Not as robust as competitor solutions, particularly in the project management space
What problems is the product solving and how is that benefiting you?
Streamlined customer support and project management processes, while allowing support tickets to integrate with Atlassian Jira for development projects.
Recommendations to others considering the product:
FreshService is a great way to cut costs and quickly implement a solution that can almost immediately streamline processes and improve cross-team efficiencies
Capture your tickets with Freshservice in the best way.
What do you like best about the product?
I like Freshservice because it is an easy-to-use product, it provides me with a self-service knowledge base and helps us solve problems. It is a good tool that allows me to create integration through custom applications. It has a quick configuration, easy to use and deploy. This account has numerous integration opportunities, this good ticket system allows me to interact with users from the platform, has a simple entry sales solution and good exchange request features.
What do you dislike about the product?
Freshservice is a very good tool, however it has some small details to which an improvement can be made, sometimes its configuration can be a bit tedious so the support provides help, there are some failures that will undoubtedly be Well, there was a focus on them and a solution was sought. That is why it is no longer an extraordinary tool but making an improvement in these aspects will make it more special.
What problems is the product solving and how is that benefiting you?
Freshservice helps us to manage problems, this puts us at an appropriate level for solving problems and remedying it as soon as possible, with Freshservice we maintain an excellent database for activities and provides us with a simple search for problems. It has a very good category support, navigation is easy to use and has a capacity to suggest features that can be implemented in versions. Freshservice has incredible flexibility and automation options that are a great advantage, we are helping to create a more harmonious workflow in the best way, it is a fairly solid ticket platform, it is used by employees to report problems and we have Quick metrics for monitoring service objectives.
Recommendations to others considering the product:
Freshservice gives you the best way to capture tickets, they have several features that allow you to have several channels to capture tickets such as, for example, let you integrate with social networks, support by phone, support chat, support email, among others, Freshservice has a system that is customizable and adapts to the needs of any company and organizations.
Good modern ticketing system
What do you like best about the product?
My favorite feature is the automatic software licensing tracking. The FreshService agent gets installed on the client and provides a list of all software, which makes it easy to track volume licenses.
What do you dislike about the product?
There are a few quirks with reporting. For example, when reporting on tickets with a custom date range, you can only select a few months at a time. Just a few things here and there that make you wonder why things were built that way.
What problems is the product solving and how is that benefiting you?
As I stated before, we are tracking volume licensing with ease through FreshService. Also, we needed a highly customizable system with a mobile app, as the system we came from did neither. FreshService fits the bill.
Recommendations to others considering the product:
Not bad. I would definitely say it’s worth looking at.
Fantastic Experiance so far
What do you like best about the product?
Incident management, metric measuring, time management and capacity management. Added benefits include asset management.
What do you dislike about the product?
I wish that on the FS plans, everyone could have access to attach their FS instance to their own exchange server. As IT security increases, so does email security. Currently Freshworks as a whole uses Send Grid as a email forwarding service. Unfortunately in our business of using enterprise solutions, send grid get's automatically blocks as that email sending service is often involved in sending thousands of spam emails. This means most system admins will automatically block send grid IP addresses in their email filter servers. This is considered a standard across the enterprise community.
What problems is the product solving and how is that benefiting you?
We are solving tier 1 2 and 3 requests faster and more effectively tracking hardware repairs and repeat incidents.
Easy to use with great options
What do you like best about the product?
Integration with other systems like slack, emails etc is a fantastic option that saves times and makes it more approachable/
What do you dislike about the product?
Unable to personalise in areas like uses or create macros for users makes it harder.
What problems is the product solving and how is that benefiting you?
Easy ticket creation based on a conversation with users who explains the issue
Great product with excellent support
What do you like best about the product?
The product is still growing and expanding. I really like the support and customer service we get!
What do you dislike about the product?
Sometimes new features feel a little "unfinished" - but this product is new and always improving.
What problems is the product solving and how is that benefiting you?
Fresh Service has enabled us to get a handle on Incident, Problem and Change Management as well as enhancing our Service Request process.
I like it
What do you like best about the product?
Easy to use and configure, Workflow automator is amazing
What do you dislike about the product?
Employee Onboarding needs lot of enhancements
What problems is the product solving and how is that benefiting you?
Controlling ITSM and user interaction with IT
Freshservice evaluation
What do you like best about the product?
Easy to use interface, easy administration and user handling
What do you dislike about the product?
Could be little more advanced, more options to categorize tickets and support teams for example.
For Change Management this tool feels not yet comprehensive enough.
For Change Management this tool feels not yet comprehensive enough.
What problems is the product solving and how is that benefiting you?
We use FS in all IT incident and change management. It provides an easy connection point to users.
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