External reviews
External reviews are not included in the AWS star rating for the product.
Good service and nice product - Better then emails
What do you like best about the product?
The best thing about Freshdesk is its all-in-one solution for streamlined customer support. With intuitive interfaces, powerful automation, extensive integrations, and top-notch customer service, it offers everything businesses need to deliver exceptional support experiences efficiently.
What do you dislike about the product?
The mobile app need to have the ability to seach PO's and mark of items and recived.
What problems is the product solving and how is that benefiting you?
Emails and a shared workspace for a support team
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Great ITSM for Small team
What do you like best about the product?
We use Freshservice in a small team and it works great for us. It is very easy to use. It provides all ITSM requirements. Overall it meets our requirement in IT, security and accounting team.
What do you dislike about the product?
So far we are happy with the product and don't have anything to dislike about it.
What problems is the product solving and how is that benefiting you?
It's a great reminder of the pending tasks. Assigning tags are so easy and helpful to find tickets.
A great platform for ITSM
What do you like best about the product?
The possibility of associating assets, incidents, problems, changes and managing it all.
Now with workspaces, more company departments are working with service desks.
There is a learning curve to understand freshservice, but it is very easy to use and we use it daily in our work routines. The possibility of carrying out API actions internally and externally is very versatile. Support always responds very quickly.
Now with workspaces, more company departments are working with service desks.
There is a learning curve to understand freshservice, but it is very easy to use and we use it daily in our work routines. The possibility of carrying out API actions internally and externally is very versatile. Support always responds very quickly.
What do you dislike about the product?
Some parts of the software take longer to update, causing some problems when configuring the software.
For example, there is the possibility of creating custom objects, but it is not possible to use them in all forms.
For example, there is the possibility of creating custom objects, but it is not possible to use them in all forms.
What problems is the product solving and how is that benefiting you?
With freshservice we can manage IT incidents and the project team can manage demands efficiently. The actuarial and HR departments also use service management
Not Good for Smaller Customers
What do you like best about the product?
Nice integration between Ticketing & Asset Management. Automation of ticket classification works well. Relatively easy to set up and get going. We use it daily.
What do you dislike about the product?
Customer service is not great.
When we discovered that our data resided in the USA instead of AUS, we asked to have it migrated. They wanted to charge us $3000 USD to do it. When we asked for that to be waived as they never advised us & gave the option to migrate when the AUS data centre opened, they said they'd need to get higher approval.
After 8mths and several follow ups, we're still waiting for them to make a decision.
If you are a small customer, just hope that you don't need them to make a decision about something.
When we discovered that our data resided in the USA instead of AUS, we asked to have it migrated. They wanted to charge us $3000 USD to do it. When we asked for that to be waived as they never advised us & gave the option to migrate when the AUS data centre opened, they said they'd need to get higher approval.
After 8mths and several follow ups, we're still waiting for them to make a decision.
If you are a small customer, just hope that you don't need them to make a decision about something.
What problems is the product solving and how is that benefiting you?
Record keeping for incidents & service requests. Asset management.
Onboarding & Offboarding workflow.
Onboarding & Offboarding workflow.
ITSM on a budget
What do you like best about the product?
The instant chat support feature is great.
What do you dislike about the product?
Lacking functionality in almost all modules.
What problems is the product solving and how is that benefiting you?
It provides a single location for end users to contact IT support.
Innovation with a fare cost
What do you like best about the product?
Integration with Bots and Easy to use and admin
What do you dislike about the product?
Low scope for personalize reports and dashboard
What problems is the product solving and how is that benefiting you?
To measure my IT services to improve them
Great Product
What do you like best about the product?
Integrations with Azure/On-Prem Active Directory and workflow automations.
What do you dislike about the product?
Ticket properties menu seems a bit clunky, too much going on. I know this can get tricky as more and more features become avilable.
What problems is the product solving and how is that benefiting you?
FS helps me manage incoming service requests (Level 2 and 3) as well as track contracts.
Freshservice Review
What do you like best about the product?
I like the email to ticket option, Great Dashboard, I appreciate the asset management tool.
What do you dislike about the product?
I don't like that replies cause the ticket to reopen.
What problems is the product solving and how is that benefiting you?
Emails converting to tickets and the asset management tool.
Freshservice Platform Feedback from a previous Servicenow admin (customer)
What do you like best about the product?
1. out-of-box functionalities
2. ready to use features
3. AI components
4. low-code dev
5. drag and drop approach for workflows, less coding needed
6. Easy to integrate
7. Some customer support are knowledgable
2. ready to use features
3. AI components
4. low-code dev
5. drag and drop approach for workflows, less coding needed
6. Easy to integrate
7. Some customer support are knowledgable
What do you dislike about the product?
1. Caching issue - what you change at the front end, sometimes doesn't replicate at the backend database
2. Limited customization
3. AI has lots of bugs
4. Price is not justifiable for the existing features
5. The workflow has limitations - you cant trigger a workflow from another workflow
6. Some customer support are not knowledgeable
7. A lot of "can't do" scenarios, and non-existing features
8. Minimum grasp of CMDB concept
2. Limited customization
3. AI has lots of bugs
4. Price is not justifiable for the existing features
5. The workflow has limitations - you cant trigger a workflow from another workflow
6. Some customer support are not knowledgeable
7. A lot of "can't do" scenarios, and non-existing features
8. Minimum grasp of CMDB concept
What problems is the product solving and how is that benefiting you?
Managing our IT Service Delivery processes
Incident
Service Request
Problem
Change
Incident
Service Request
Problem
Change
Freshserve Ticket System
What do you like best about the product?
Great system
Good Layout
Easy to use
Good projects and analytics
Good Layout
Easy to use
Good projects and analytics
What do you dislike about the product?
Unable to split tickets effectively between departments
What problems is the product solving and how is that benefiting you?
Allocation of work across multiple departments
Use of automation to reduce SLA issues
Use of automation to reduce SLA issues
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