Freshservice
Freshworks Inc.External reviews
1,271 reviews
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External reviews are not included in the AWS star rating for the product.
Very powerful and feature rich application
What do you like best about the product?
Besides the fact that it offers all the features that an IT Support Helpdesk needs (Inventory, Catalogs of services, incident and service requests ticketing, but it also provides Projects management, excellent worflow automations, requesters and agents groups and roles, on boarding, as well as restricted groups and workspace that allow isolating access to sensitive data so that only autorized employees can reach. Excellent and flexible analytics.
Worth noting, the Freshservice support is extremely responsive, helpful and competent. You can even access agents' calendars to book a meeting which is extremely efficient especially when trying to create complex workflow automations. The Freshservice knowledge base is also very well populated and most of the time, you can find the answers you are looking for.
Very good and regular communication with clients about new features, tips or advice on how to improve not only our knowledge of the application but also our support in many ways including how to better interact with our own customers.
Worth noting, the Freshservice support is extremely responsive, helpful and competent. You can even access agents' calendars to book a meeting which is extremely efficient especially when trying to create complex workflow automations. The Freshservice knowledge base is also very well populated and most of the time, you can find the answers you are looking for.
Very good and regular communication with clients about new features, tips or advice on how to improve not only our knowledge of the application but also our support in many ways including how to better interact with our own customers.
What do you dislike about the product?
I find that there are so many features that navigating through the various "states" (incident tickets, service requests, projects management with sprints, admin functions, etc.) can be confusing until you have gained some experience. Mind you, I would not want to part with any of these features.
What problems is the product solving and how is that benefiting you?
Freshservice is so features rich that I yet have to find scenarios where it would not be able to meet at least a good part of a requirement. Also, with new features announced pretty much monthly (and selected for development based on popular demand) the application is regularly opening new possibilities.
Incident and Customer Service Management with ease
What do you like best about the product?
The interface is user friendly. The features are easily cusotmisable and understandable to anyone who is using the platform. The Report and insights are also helpful to manage the performance of the team
What do you dislike about the product?
The limitations when it comes to mobile app functionality is a concern. The scalablity in terms of pricing also is a major concern
What problems is the product solving and how is that benefiting you?
As an ITSM tool acts a global IT management tool for managing all IT related tasks and requests. It ables to categories Incidents as an efficient ticketing system.
A complete ITSM tool
What do you like best about the product?
This ITSM tool is really fresh, perfectly suited to the name of the system based on its features and new updates every month. It has everything you need for the end-to-end process of IT. Also, it was easy to set up.
What do you dislike about the product?
Since there are so many updates, sometimes I feel like there's a lack of context, articles, or product launches. Also, chatbot is not compatible to Google workspace
What problems is the product solving and how is that benefiting you?
A portal for everyone to use whenever they need. Second, a service catalog for visibility of our services. Next is workflow automation to expedite the approval and escalation processes. Then, asset discovery helps us easily monitor all our assets. Lastly, analytics for reporting and analysis purposes.
Its very easy to understand
What do you like best about the product?
Easy to understand handy to use
Admin can set rules for agent
Admin can set rules for agent
What do you dislike about the product?
After closing the ticket ist not updated need to update again then only its closed
What problems is the product solving and how is that benefiting you?
It helps in connecting with our customers internal as well as external and helps in resolving their issues
Pretty Happy
What do you like best about the product?
What I like best about Freshservice is its simplicity and ease of use. The basic licenses work quite well for our team. Also, the support has been a positive aspect. We tried out a competitor but could not even get their support team to respond.
What do you dislike about the product?
The jump in cost from basic licenses to premium licenses is pretty big. It might be nice to pay a reduced cost increase for the specific feature we are interested in.
What problems is the product solving and how is that benefiting you?
Freshservice helps our company keep track of issues so they are not forgotten. It also helps users know where to go for support. Finally, it allows a support team member to monitor the tickets while other members take time off.
One of the most tool
What do you like best about the product?
My experience on this tool is very positive. Great items to work on ticket and manage assets. Then the onboarding process optimization is very simple to set and to use
What do you dislike about the product?
Nothing. This tool have great margins of improvement. So I'm very satisfied about this.
What problems is the product solving and how is that benefiting you?
Freshservice have fixed many problems like: onboarding process, ticketing organisation and managing. Manage of ICT priority
A robust ITSM tool
What do you like best about the product?
It is easy to build and manage for the organization. It offers a lot of out-of-box functionalities that will suit even your complex processes.
What do you dislike about the product?
Nothing significant to dislike about Freshservice
What problems is the product solving and how is that benefiting you?
Building a solid process driven IT solution. The analytics is also very helpful so we can measure and improve.
Perfect tool for incident management
What do you like best about the product?
The possibility of having available with a click, the view of all active incidents. It has a very powerful analysis module that allows obtaining all the information and metrics needed to improve the service offered to our clients.
What do you dislike about the product?
some configuration options are difficult to find among so many options
What problems is the product solving and how is that benefiting you?
It helps us not to leave incidents unresolved and to maintain control and proper management of the agents' work.
Reliable tool for incident management
What do you like best about the product?
The most usefull use of the tool is it can be access by mobile and laptop, providing the flexibility
What do you dislike about the product?
None as of now which create huge impact, but would really like cases Activities to be more detailed
What problems is the product solving and how is that benefiting you?
Helps in keeping track of case/incident ticket flow and sending notification to agent promptly
Pretty great product, responsive support.
What do you like best about the product?
The initial setup is rather simple compared to some other products I looked at. Other ones almost require help. Freshservice you can open an account and it starts in a functional state with many many adjustments you can make as the need arises.
Being able to use the workflow automator without a huge learning curve is great and super useful. But you can get super advanced with it as you get more used to its abilities.
Being able to use the workflow automator without a huge learning curve is great and super useful. But you can get super advanced with it as you get more used to its abilities.
What do you dislike about the product?
Asset management feels a little clunky and not as polished as some of the other parts of the product. Specifically, some of the things when creating custom assets seems to be a little buggy.
If you don't have to make any changes to the default assets it is all fine.
If you don't have to make any changes to the default assets it is all fine.
What problems is the product solving and how is that benefiting you?
We use Freshservice for IT ticketing and we are getting into some other business teams using it as ticketing. Asset management and getting into project management.
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