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Freshservice
Freshworks Inc.External reviews
1,272 reviews
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The best tool for IT help desk
What do you like best about the product?
What I like most about Freshservice is its interface and ease of use, as I consider it easy to use and make a request for both users and administrators. Additionally, it helps you organize tickets depending on whether it is an incident or a service request and gives you reasonable times to resolve cases.
What do you dislike about the product?
For me, who uses Freshservice every day, there is nothing I don't like; on the contrary, I consider it the best on the market in terms of IT help desk.
What problems is the product solving and how is that benefiting you?
The main problems that freshservice helps me solve are related to the IT help desk of my organization, but I consider that since I started using it, it helps me a lot to manage my time as it organizes tickets according to priority and I can resolve them gradually. I love freshservice.
Has a clean UI and admin feature
What is our primary use case?
What is most valuable?
The admin feature is the UI, so it's very clean. The asset management and its model are valuable as well.
What needs improvement?
Day by day, they keep on adding more features which are making the application very slow. We're we're facing some slowness. For example, the analytics part takes a very long time to load.
The chat portal is not that great. It would be good if they could enhance the chat portal, and give us some options to customize it.
For how long have I used the solution?
I have been using Freshservice for three years.
What do I think about the stability of the solution?
We have faced some stability issues, which were fixed by the actual service team pretty quickly. I rate the stability a seven out of ten.
What do I think about the scalability of the solution?
It is a scalable solution. Presently, twenty thousand users are using the solution.
How are customer service and support?
The technical support team is very good.
How would you rate customer service and support?
Positive
Which solution did I use previously and why did I switch?
We were using Zendesk, then we evaluated other service desk applications. Freshservice is really easy to use, and it has some of the code features that we wanted, and that is why we chose it.
How was the initial setup?
The initial setup is straightforward. Our main implementation strategy was to kind of move our existing agents and existing users as well as migrate almost four hundred thousand tickets to the platform. First, we created all the different fields. We imported all the users and mapped them to the correct queue. I provided access to the agents in different groups. After that, we migrated our tickets. It took almost two weeks to migrate everything and set up.
What about the implementation team?
The integration was done in-house.
What was our ROI?
We have seen a return on investment.
What's my experience with pricing, setup cost, and licensing?
The pricing is reasonable.
What other advice do I have?
I recommend the solution. I rate the overall solution an eight out of ten.
Deceptive Sales Tactics
What do you like best about the product?
Not much. We were promised a software that could do recurring tickets with seemless integrations between their own platforms. Once the sales team completed their pitch, the implementation team told us the software couldn't do what we were asking.
What do you dislike about the product?
The software is not useable for us. We are now being ghosted by the sales and operations team as we are looking for a mutual solution to an unuseable software.
What problems is the product solving and how is that benefiting you?
The software was meant to streamline external and internal ticketing. It is providing 0 value as it is incapable of doing what was promised.
the best on the market for IT help desk
What do you like best about the product?
What I like most about Freshservice is its ease of use. In addition to using it daily at the IT help desk where I work, I think it is one of the best on the market and I definitely recommend it without hesitation.
What do you dislike about the product?
There are few things I don't like, but I would say that the issue of the license value, in my opinion, is a bit high. However, I would definitely recommend Freshservice despite everything because it helps a lot and I consider it very necessary.
What problems is the product solving and how is that benefiting you?
The main problems that Freshservice helps me solve are incidents or technological requests from my organization since I work at the IT help desk.
fresh service
What do you like best about the product?
What I like most about Freshservice is that it helps me every day in my organization as it helps me organize the cases in the IT help desk where I work, organizing them by incidents or service requests, and I love that.
What do you dislike about the product?
there are few things that I don't like but if I have to say something to improve it is the issue of value, in my opinion it is a bit expensive, I still recommend freshservice with my eyes closed
What problems is the product solving and how is that benefiting you?
The main problems that freshservice is helping me solve are in the IT help desk, cases in the technology area of my organization, and since I started using it, I notice that I am more effective in my work as I organize myself.
The best tool in IT help desk
What do you like best about the product?
The truth is there are many things I like about Freshservice, among them its ease of use and its interface. It is easy to use for both administrators and end users. I also really like that it helps me stay organized with the cases that come to the IT help desk in my organization.
What do you dislike about the product?
there is very little or nothing to respond here since I love freshservice, I use it every day in my work and it makes it much easier for me, for me it is the best tool one can use if working in IT help desk
What problems is the product solving and how is that benefiting you?
The main problem that freshservice personally helps me solve is the organization of my cases, as it helps me organize according to incident or service request and provides reasonable times to resolve each ticket. I simply love freshservice.
An easy-to-maintain ITSM tool that helps with incident management
What is our primary use case?
I use Freshservice in my company as an ITSM tool for incident management, service requests, and change requests.
What is most valuable?
The most valuable features of the solution are the ease of configuration and how easy it is to get things set up and working.
What needs improvement?
I am not too happy with the page layout or screen layout since it always looks messy. The aforementioned area can be considered for improvement in the solution.
For how long have I used the solution?
I have been using Freshservice for about six months. My company is a customer of Freshservice.
What do I think about the stability of the solution?
It is a stable solution. My company hasn't faced any problems with the solution.
What do I think about the scalability of the solution?
It is a scalable solution.
There are around 200 users of the tool in my company.
Which solution did I use previously and why did I switch?
Before Freshservice, my company was using Hornbill IT Service Management. As I used to work for Hornbill in the past, I would say that it is a better product than Freshservice.
How was the initial setup?
The initial setup of Freshservice is very easy.
The solution can be deployed in a couple of hours.
Three people in my company were involved with the deployment phase of Freshservice.
The solution is deployed on the cloud.
What's my experience with pricing, setup cost, and licensing?
Freshservice is a fairly cheap solution. Though monthly payments can be made towards the licensing costs of the solution, my company prefers to make annual payments.
There are no additional costs apart from the licensing costs attached to the solution.
Which other solutions did I evaluate?
Apart from Freshservice, my company looked at another solution, HaloITSM, during an evaluation process.
What other advice do I have?
The solution is very easy to maintain.
Freshservice is a tool you can choose if you want a product with an easy setup phase.
I rate the overall product an eight out of ten.
Great Product and Amazing Customer Service
What do you like best about the product?
Fresh Service is an amazing ITSM/ITOM tool. It is feature-rich at an incredible price! Very easy to use, customize, and integrate with other systems. Last but not least, the customer service is fantastic! I have never had a bad experience working with anyone at Freshworks.
What do you dislike about the product?
I do hope the company restarts hosting its annual conference again.
What problems is the product solving and how is that benefiting you?
It is our primary ITSM/ITOM tool helping us run our IT Operations. We have since expanded the use of it to include our Facilities and HR teams as their issue and case management tool.
the best tool
What do you like best about the product?
I love Freshservice, I recommend it to anyone who has or works at a help desk, it helps you optimize time as it organizes tickets according to incident or service request I love it.
What do you dislike about the product?
there is little to say here since I love it and use it daily in my years of experience using freshservice at my organization's help desk I have not found anything negative, I recommend it with my eyes closed
What problems is the product solving and how is that benefiting you?
The main problems that Freshservice is helping to solve are time optimization since it organizes the tickets and gives you a reasonable time to resolve them.
Freshservice the best tool for help desk
What do you like best about the product?
I love and really like Freshservice, but what I like the most is that since we started using it in my organization, the case times have decreased because it helps us organize and gives us reasonable time to handle each case that comes to the help desk.
What do you dislike about the product?
The truth is I use Freshservice every day since I work as a help desk analyst. I haven't found anything negative about it; on the contrary, it is an excellent tool that has done us a lot of good.
What problems is the product solving and how is that benefiting you?
the main problems I have noticed that Freshservice is helping to solve are mainly the times in which we resolve cases or service requests because it gives us the ease of organizing ourselves in a better way, I love Freshservice
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