Freshservice
Freshworks Inc.External reviews
1,272 reviews
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External reviews are not included in the AWS star rating for the product.
Promising Interface
What do you like best about the product?
Fresh Service has the right idea with providing a ticketing and asset management utility that is relatively simple and accessible.
What do you dislike about the product?
Still some room for improvement, not enough customizability and some UI issues that make viewing information less conducive than it should be.
What problems is the product solving and how is that benefiting you?
The goal is to have a more straightforward ticketing system with better capabilities for data analysis.
A very robust ITSM tool, easily customizable.
What do you like best about the product?
I like the ability to plugin additional custom functionalities with ease; the folks at Freshworks are always on hand to offer any technical support required in time.
What do you dislike about the product?
The back-end logic is not readily visible.
What problems is the product solving and how is that benefiting you?
Managing customer issues
Freshservice, a complete and efficient ITSM tool
What do you like best about the product?
Freshservice has great integrations with other third-party applications such as Github and Slack. It also has excellent workflow capabilities and the ability to associate service requests with tickets and tickets with change requests. It makes it efficient to pivot from an incident to a change.
What do you dislike about the product?
The challenge I face is understanding how roles and responsibilities are built out. For example, to have someone create a change request, they need change manager access. This should just be allowed for all agents.
What problems is the product solving and how is that benefiting you?
Implementing a full-fledged ITSM tool with the capabilities of managing projects, incidents, changes and contracts. Being able to create workflows to map between these components has made our ITSM processes more efficient.
FreshService as my Ticketing Platform
What do you like best about the product?
User Friendly. Very easy to automate and configure the platform
What do you dislike about the product?
Customer Service routes you to KBs before they attempt to handhold you. I would like to jump on a quick call and handle the issue.
What problems is the product solving and how is that benefiting you?
Incidents and Problems throughout my enterprise. I like to use the dashboard so I have a bird's eye view.
Very Robust Helpdesk System
What do you like best about the product?
The onboarding process made bringing on new employees a breeze. Having different ticket queues based on groups makes ticket management easier.
What do you dislike about the product?
The onboarding process does not allow users to be auto-assigned software or hardware when completing the child tickets.
What problems is the product solving and how is that benefiting you?
We cut down the time it took to onboard an employee and made the whole process of doing so more uniform, thanks to the child tickets.
Freshsservice best friend for ticketing
What do you like best about the product?
The workflows, the intuitive the system is, and the significant customization possible to make tickets treatment fast
What do you dislike about the product?
Maybe the design of the workflow can be a little bit more clear when setting up the conditions.
What problems is the product solving and how is that benefiting you?
We control IT, IS, CRO tickets
Recommendations to others considering the product:
It is an excellent tool to support, has a lot of integrability, and is very flexible
A sincere review
What do you like best about the product?
The simplicity of configurations and easy use.
What do you dislike about the product?
Limitations on custom reporting and analitycs.
What problems is the product solving and how is that benefiting you?
Most internal requests and incident handling are done thru our Freshservice.
Recommendations to others considering the product:
Analyze your internal procedures, mechanize them, that will help a lot. Involve all interested parties.
Great app for a user friendly experience in ITSM
What do you like best about the product?
Freshservice is clearly simple to use, with a nice HMI, and quite useful features. It clearly makes a difference while users don't have to create a ticket, viewing that the answer to their problems is already there.
What do you dislike about the product?
When we have to make complex reports, we find some technical limitations in reportings (custom fields filters, being able to review time spent in different groups for a single ticket)
What problems is the product solving and how is that benefiting you?
Using Freshservice is a good start to create a service catalog for placeholders, create a global knowledge base for our company, and deeply change the way users solve their issues.
Easy to use and all sector friendly
What do you like best about the product?
GUI is easy to use and easy to configure
What do you dislike about the product?
need improvement on ITIL Module as lack of option for requester view
What problems is the product solving and how is that benefiting you?
Not only IT department to use but the solution able to cater all kind of depart based on the configuration
Very good ticketing system and knowledge base
What do you like best about the product?
It ticketing solution with work flows and sla management. Knowledgebase redirection before tickets are created
What do you dislike about the product?
More advances reports and Analytics come at an additional cost.
What problems is the product solving and how is that benefiting you?
Capturing and managing it servicedesk tickets and applying sla rules based on priority. Self service option to resolve their own tickets based off knowledge base section
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