Freshservice
Freshworks Inc.External reviews
1,271 reviews
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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
My review
What do you like best about the product?
Easy to use, very convinient and user-friendly interface
What do you dislike about the product?
I dont see any downside using Freshservice
What problems is the product solving and how is that benefiting you?
Take records of ticket and resolve on time
Best CRM Tool / Service
What do you like best about the product?
It has been really helpful and has me account for tickets and also establish SLA and track the SLA status automatically.
What do you dislike about the product?
I don't have any negative feedback about Freshservice.
I would just suggest that there be a video guide section within the application, maybe it could be at the knowledge base section, to show users how to make use of the entire product.
I would just suggest that there be a video guide section within the application, maybe it could be at the knowledge base section, to show users how to make use of the entire product.
What problems is the product solving and how is that benefiting you?
Amazing. It has been amazing and I'd definitely refer to other companies that don't have CRM tools to work with.
It has helped to automate SLA Status
It has helped to automate SLA Status
VP of Service Delivery
What do you like best about the product?
It has given us the ability to better deliver services to our clients. We outsourced for a period of time and had very limited controls over the experience.
What do you dislike about the product?
We are using it in a different capacity than most. We support approximately 8 tenants from a single pane of glass. That was an immense challenge. However, there are enough tools and features built into the platform, that we now deliver a robust service. In turn, we have access to endless KPI's.
What problems is the product solving and how is that benefiting you?
Customer service. Speed to resolution. Metrics.
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