External reviews
1,271 reviews
from
and
External reviews are not included in the AWS star rating for the product.
A Solid Service Desk Tool
What do you like best about the product?
Freshservice provides some of the best features for my managed services business. It allows me to integrate my tools, provides API Access so I can interact automatically with the product, and provides a central location for all interactions with my customer(s).
It allows integration with my Office 365 Subscription and Azure Active Directory so my service agents no longer have to remember multiple user ID's and Passwords. The ability to customize multiple portals has been really beneficial with my customers as well.
Finally, the service representatives have been *really* helpful when I encounter something that I need help with. I've really customized my environment and they have been able to work through some issues and put me on the path to utilizing the environment significantly.
It allows integration with my Office 365 Subscription and Azure Active Directory so my service agents no longer have to remember multiple user ID's and Passwords. The ability to customize multiple portals has been really beneficial with my customers as well.
Finally, the service representatives have been *really* helpful when I encounter something that I need help with. I've really customized my environment and they have been able to work through some issues and put me on the path to utilizing the environment significantly.
What do you dislike about the product?
The reporting capabilities are the one area where Freshservice could stand to improve. I've taken to exporting the summary data out every 15 minutes using the API so I can provide realtime trending and alerting based upon some common capacity management algorithms for my staff. Microsoft's Power BI is (effectively) free, and I've been waiting almost 2 years for integration; instead I'm exporting that data to an SQL file and then correlating that with trends over a 30d, 90d, and 180d projection window.
Again, the support team is completely forthcoming regarding this capability and regularly talk with me about how/why my team would use Power BI.
Again, the support team is completely forthcoming regarding this capability and regularly talk with me about how/why my team would use Power BI.
What problems is the product solving and how is that benefiting you?
The Business problems are numerous as a Managed Services Provider. By implementing their solution for my team, I've been able to leverage cloud-based resources instead of building that environment in-house. Beyond that, I've been able to consolidate all operational customer interaction into a single, predictable experience that my customers appreciate. When coupled with the native integration with my tools, the customer experience is one factor that has helped us achieve 300% year-over-year growth.
Great platform for any size IT department
What do you like best about the product?
Ease of implementation. Ease of use. Users adopt it very quickly and appreciate being kept in the loop of where their issue stands. Makes the management of fleet devices as simple as it could be, the ability to easily create custom reports to find the information you are needing is very useful and easy.
What do you dislike about the product?
Lack of clarity on HIPAA compliance, the company actively markets to healthcare companies yet doesn't comply is current HIPAA regulations creating a burden on clients who need to adhere to these standards. Customers who need to maintain total HIPAA compliance will need additional in house policy and procedure to prevent entry of PHI into the system by end users. Currently, we have a filter mailbox setup so tickets need to be manually reviewed before being pushed into Freshservice. The company has provided no timeline that I am aware of at the time of this review for when they intend, if ever, to become fully 100% HIPAA compliant and be will to enter into a HIPAA BAA. This is my only complaint about this product, however it's a pretty big one.
What problems is the product solving and how is that benefiting you?
Tracking and trending of company IT-related incidents and service requests. Management and real-time tracking/reporting of company technology assets.
Recommendations to others considering the product:
If HIPAA compliance is a concern please note Freshservice will not sign a BAA so you will need to implement policy and procedure to de-identify information prior to entry into the system. In my experience, they have been unwilling to supply a timeline for when they will become fully compliant. Because of this, we have had to implement additional steps to prevent PHI entry into Freshservice. If we didn't have to do this extra bit of work, the product would be phenomenal.
Cloudbase ITSM
What do you like best about the product?
Easy to use itsm system with all prepared on first Log-on.
What do you dislike about the product?
there are some minor Bugs based on Browser compatibility.
What problems is the product solving and how is that benefiting you?
We could easily start with a itsm suite including Service requests which can trigger other cloud services (e.g. with webhooks)
Helpdesk
What do you like best about the product?
Azure AD integration....................
What do you dislike about the product?
Translations to Portuguese is not 100%..
What problems is the product solving and how is that benefiting you?
We needed a tool to get and address our clients issues, Freshservice is doing the job.
A great move for us
What do you like best about the product?
Ease of setup, we were up and running with little or no support, only reaching out when we wanted to customise.
What do you dislike about the product?
Delivery of road map updates take time, but they do arrive.
What problems is the product solving and how is that benefiting you?
SLA reporting
Self Service
Knowledge Base
Self Service
Knowledge Base
Recommendations to others considering the product:
Go for it, you can start on a free plan to get a feel for it, then change pans as you add features.
Full IT Help Desk up and running in a day
What do you like best about the product?
Ease of setup, detailed documentation. thriving community and support available via email, chat and phone. Responsive Account Managers
What do you dislike about the product?
Missing a few feature that would really help lock down requests. Such as full AD group sync.
What problems is the product solving and how is that benefiting you?
Previously we used email for all our IT work. Tickets would get lost. Staff were not able to see how tickets and request progressed.
Now tickets are tracked. Other agents can see notes. Projects are monitored and tasks assigned. Nothing goes missing.
Now tickets are tracked. Other agents can see notes. Projects are monitored and tasks assigned. Nothing goes missing.
Recommendations to others considering the product:
Very easy to setup. Make use of Support and the Community. We started with tickets coming in via email. Then published the portal a short time later. Portal adoption is growing organically. We had 1 person complete the setup in 1 day.
Simple, straight forward solution
What do you like best about the product?
Easy to use, integrates with SSO Okta solution that allows me to easily track my issues and get quick updates.
What do you dislike about the product?
Never heard of it before so I'm unsure if there are hurdles waiting down the road that I can't anticipate.
What problems is the product solving and how is that benefiting you?
Tracking of trouble tickets in potentially impact my release schedules.
Recommendations to others considering the product:
The ability to integrate with single sign on services such as Octa make it simple to use and get people to use.
Excelente producto para mi uso
What do you like best about the product?
easy handling and development in the tool
What do you dislike about the product?
I have no objections to the product, I highly recommend it.
What problems is the product solving and how is that benefiting you?
to date I have not had any inconveniences, it has met my expectations
Recommendations to others considering the product:
I recommend the product.
Fresh Service Help Desk
What do you like best about the product?
It is easy to use and has great filters.
What do you dislike about the product?
Web page does not refresh automatically.
What problems is the product solving and how is that benefiting you?
It is easy for our clients to use and the filters make it easy to access tickets we need to look at.
A great cost effective service desk platform
What do you like best about the product?
The web based product is easy to set up and configure. Cost is on a per user bases that can be adjusted realtime and charges are prorated.
What do you dislike about the product?
Billing needs improvement. When adjusting user counts, I could sometimes see many bills in week.
What problems is the product solving and how is that benefiting you?
We route our customer voicemail and email requests through Freshdesk.
showing 181 - 190