Freshservice
Freshworks Inc.External reviews
1,271 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Freshservice - A Quickly Evolving Service Desk Product
What do you like best about the product?
Over my IT Career, I've had opportunity to work with a variety of service desk systems. From solutions as simple as trying to keep track of emails hitting my mailbox directly, to free solutions like Spiceworks, and a few paid products along the way (ZenDesk, EasyVista, and others).
Freshservice does a great job living up to the "Fresh" portion of their name. With a ton of options for Integration with other products, a comprehensive end-to-end "Single Pane of Glass" system for tracking all of your assets (hardware, services, the systems that POWER those services, software, and more), alerts, automations, trackers for Changes, Releases, and Problems, and more - Freshservice can really help keep track of everything you need to manage not just your IT Services, but company-wide services like HR, Accounting, Facilities, and more.
As a company they're also very responsive to customer feedback. While development takes time and new requests have to be slotted into their roadmap - we are new-ish customers (not quite a full year using the product), and a few items we've asked for are already showing on the roadmap for the coming months.
Freshservice does a great job living up to the "Fresh" portion of their name. With a ton of options for Integration with other products, a comprehensive end-to-end "Single Pane of Glass" system for tracking all of your assets (hardware, services, the systems that POWER those services, software, and more), alerts, automations, trackers for Changes, Releases, and Problems, and more - Freshservice can really help keep track of everything you need to manage not just your IT Services, but company-wide services like HR, Accounting, Facilities, and more.
As a company they're also very responsive to customer feedback. While development takes time and new requests have to be slotted into their roadmap - we are new-ish customers (not quite a full year using the product), and a few items we've asked for are already showing on the roadmap for the coming months.
What do you dislike about the product?
For all that Freshservice is making very timely implementation of new services and features, some of their existing implementations can feel a bit forgotten - or be left with limitations that can be difficult to understand how certain decisions were made.
One example is the purchase order system - which only allows for 15 line items to be tied to a purchase order.
Freshservice support and success agents can also be very hesitant to offer up any sort of "Best Practice" guidelines - often responding to "Should we do things or " questions with a well-intentioned, but sometimes frustrating "Whichever way you think is best."
One also need not look too deeply to find a few inconsistent UI/UX experiences. If you add time to tickets - the "stopwatch" feature has "Start" and "Stop" text. If you do the same in a Change Item - it's a stopwatch that toggles red/green.
These aren't show-stoppers... but they do marr the experience a fair bit.
While Freshservice has implementation and customer success experts - we are investigating (and I recommend) Freshservice Partners to help consult and implement portions of the product. We expect that partners will have their own recommended Best Practices as a Value-Add for their services.
Lastly, Freshservice does a great job of documenting how to enable features... but we do find their documentation on how to use a feature once its enabled to be pretty lacking.
One example is the purchase order system - which only allows for 15 line items to be tied to a purchase order.
Freshservice support and success agents can also be very hesitant to offer up any sort of "Best Practice" guidelines - often responding to "Should we do things
One also need not look too deeply to find a few inconsistent UI/UX experiences. If you add time to tickets - the "stopwatch" feature has "Start" and "Stop" text. If you do the same in a Change Item - it's a stopwatch that toggles red/green.
These aren't show-stoppers... but they do marr the experience a fair bit.
While Freshservice has implementation and customer success experts - we are investigating (and I recommend) Freshservice Partners to help consult and implement portions of the product. We expect that partners will have their own recommended Best Practices as a Value-Add for their services.
Lastly, Freshservice does a great job of documenting how to enable features... but we do find their documentation on how to use a feature once its enabled to be pretty lacking.
What problems is the product solving and how is that benefiting you?
Freshservice replaces another ITSM/Service Desk product that was just... not sufficient for our needs or use case.
While we initially "only" activated the Service Desk portions of Freshservice (Service Requests and Incidents) - we're working to adopt more and more features, such as IT Asset Management, On-Call Schedules, IT Operations Management, and the new Major Incident Management systems.
The ability to manage all of these previously disparate items in a single product has been terrific.
While we initially "only" activated the Service Desk portions of Freshservice (Service Requests and Incidents) - we're working to adopt more and more features, such as IT Asset Management, On-Call Schedules, IT Operations Management, and the new Major Incident Management systems.
The ability to manage all of these previously disparate items in a single product has been terrific.
Easy to use and manage
What do you like best about the product?
Since it's cloud-based there is very minimal on-prem resources to manage other than the Orchestration server that ties to our AD.
What do you dislike about the product?
There isn't an easy way to mass close tickets or tasks that doesn't require a decent amount of leg work.
What problems is the product solving and how is that benefiting you?
We have been able to turn off our phone system for our service desk and go completely digital in our ticketing system
A complete, easy and cost-effective solution for IT Service Management
What do you like best about the product?
Very complete solution for IT Service Management, easy to setup and easy for end users.
Good value for money.
Good value for money.
What do you dislike about the product?
Nothing in particular. The solution really has no weak point.
What problems is the product solving and how is that benefiting you?
We are handling all IT Help Desk requests with Freshservice.
Freshservice - Great Servicedesk with constant improvments
What do you like best about the product?
It is quick and easy to use, simple to set up,and both Agents and customers enjoy using it. Being online makes it available from anywhere and the companion mobile application is also very goo.
What do you dislike about the product?
The reporting could be better. It tends to be a little fiddly to get the information you need. It has improved but still has some way to go to be able to get the correct information
What problems is the product solving and how is that benefiting you?
Primarily this serves as our IT Servicedesk. Using Freshservice helps business in multiple countries, and we like that it enables standard replies to be created in various languages for the company. We use change control and asset management through Freshservice as well as alerting. Its ability to use apps and plug-ins to other systems makes it stand out against other offerings
Good range of functions
What do you like best about the product?
Easy to use interface, simple navigation, and set up. End-user FAQs are great, and ticket automation makes solving problems efficient.
What do you dislike about the product?
Lower-priced plans could offer more choices.
What problems is the product solving and how is that benefiting you?
Adding accountability and being able to keep service requests maintained in a timely manner
Overall a very good experience
What do you like best about the product?
Customer Support
link to DevOps
easy to configure
link to MS BI
link to DevOps
easy to configure
link to MS BI
What do you dislike about the product?
The Vendor management module is not very mature or even usable in it's current state
What problems is the product solving and how is that benefiting you?
provides help desk metrics
Freshservice is a simple to deploy and feature rich ticketing solution
What do you like best about the product?
The default settings are reasonable and customization is quite straightforward. Email ticketing works well and avoids loops in most cases.
Integrated inventory management that automatically updates using an agent that is seemless.
Integrated inventory management that automatically updates using an agent that is seemless.
What do you dislike about the product?
Their implementation of Change Control and Project management tasks feels a bit tacked on.
Default reports are a bit sparse.
Default reports are a bit sparse.
What problems is the product solving and how is that benefiting you?
A central IT portal for all of our users to communicate requests, problems and concerns with IT.
On my oppinion, is the best ITSM tool for business
What do you like best about the product?
we like the app, technical support, technical updates, graphic interface
What do you dislike about the product?
Maybe not notify the recently updates at time
What problems is the product solving and how is that benefiting you?
IT management about IT requirements and incidents reports by the users
Help Desk Software that can fit your needs.
What do you like best about the product?
Compared to other help desk software, Freshservice fits the needs of a mid-size organization.
What do you dislike about the product?
I wish the search function could be better. It's not bad, but it could be better.
What problems is the product solving and how is that benefiting you?
It has helped us update to a modern help desk software versus the older one we had before. We can create catalog items for everyday tasks.
Best Ticketing Tool
What do you like best about the product?
The best part is it is very easyt o use and understandable. The UI is very much user friendly. Also it has many features which suits for different environment needs. The effective and very much useful ticketing tools for every organisation.
What do you dislike about the product?
I think in future they need to add more features or combined their services to for different environment in one portal so user can easily change according to their needs.
What problems is the product solving and how is that benefiting you?
It gives details information and detail analysis for incident tickets and also provide alerts for same. It has lots of features which is very useful for service desk and incident management teams. From mys de it solve every need which a service desk analyst need.
showing 141 - 150