Freshservice
Freshworks Inc.External reviews
1,272 reviews
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Freshservice review
What do you like best about the product?
There are several aspects of Freshservice that I consider my favorites: the ticket structure and categories, inventory access and equipment information, special service requests, and reports. You can use Freshservice's various tools to take care of your business. Additional features are available when other apps are integrated.
What do you dislike about the product?
Other than that, everything is fine. The customer support is exceptional, and solutions are usually available for any problems that arise.
What problems is the product solving and how is that benefiting you?
As for the problem of tracking information via email, we've solved that. Everyone has their own email account, so it's impossible to know who worked on which item. In addition to managing large internal projects, this system helps us manage day-to-day operations.
Recommendations to others considering the product:
It's really nice. The application is easy to use and you learn a lot with the tool.
A great service desk management system
What do you like best about the product?
Freshservice gives you great functionality for IT service management. It alllws you to manage IT tickets, assets, change management and more.
What do you dislike about the product?
The price for freshservice is a bit in the higher side and the ticket entry is not as quick and easy to navigate as teamwork desk
What problems is the product solving and how is that benefiting you?
We are able to manage all of our IT tickets and make sure all of the techs are on the same page and SLAs are met.
Recommendations to others considering the product:
Take a free trial and put it through its paces
Freshservice Improving Support Speed
What do you like best about the product?
- The possibility to create a service catalog, for each type of service request that I have in my company,
- The possibility to customize my support portal, and ticketing system, based on customers, companies, departments, I can set the tool in the way I want,
- Asset tracking, I can track, and see each asset in my network, and in my entire company, inventory control,
- UI friendly, a robust app store to integrate with a lot of systems,
- The possibility to customize my support portal, and ticketing system, based on customers, companies, departments, I can set the tool in the way I want,
- Asset tracking, I can track, and see each asset in my network, and in my entire company, inventory control,
- UI friendly, a robust app store to integrate with a lot of systems,
What do you dislike about the product?
The contract management could be a little bit better, with the possibility to track the contract with reports,
The communication with the support, international support is unrealistic about deadlines, ETA's
The communication with the support, international support is unrealistic about deadlines, ETA's
What problems is the product solving and how is that benefiting you?
With Freshservice I have the ability to skip rework with basic questions about any problem, as I have the ability to create a custom form for each type of problem my customers have
Efficient Ticketing Portal for Project Management
What do you like best about the product?
Freshservice is a very convenient and easy-to-use ticketing tool for your project management. All the tasks within operations/support get easily done through this and all the information for an issue is well captured in the ticketing portal of Freshservice.
What do you dislike about the product?
The mobile application needs to be streamlined and needs a lot of work. It constantly throws my user account and asks for login every other day, which isn't the case in the web browser. The application could be more user-friendly. One might need some time to get a hang of it.
What problems is the product solving and how is that benefiting you?
All the tasks/issues are well documented and all the information of the remediation are stored in the ticketing system. As a result, we can avoid these mishaps in the operations and minimize the downtime of the business environment.
Good ITSM Tool for an enterprise
What do you like best about the product?
Easy to use
Simple
Accessible on the fly
Simple
Accessible on the fly
What do you dislike about the product?
Integration abilities with third party applications
What problems is the product solving and how is that benefiting you?
Ease to report Incidents/Problems and Service Requests
Excellent product for ticket, asset tracking and production/workflow follow through.
What do you like best about the product?
Ease of ticket creation, updating and tracking.
What do you dislike about the product?
User interface can be improved upon. Email ticket creation can be fine tuned with more configuration options.
What problems is the product solving and how is that benefiting you?
IT Ticket tracking, creation and follow through.
Centralized location for IT tickets related to current short-term work and long term projects.
Centralized location for IT tickets related to current short-term work and long term projects.
Recommendations to others considering the product:
Trial the software before committing to subscribing to ensure it works for your needs.
Easy to Use and Flexible Service Desk
What do you like best about the product?
Extensive customization options and robust API allows a high degree of adaptability to your needs.
What do you dislike about the product?
GUI can sometimes seem antiquated, and Solutions section is difficult to navigate and search.
What problems is the product solving and how is that benefiting you?
Built-in automation options make it easy to trigger custom emails, Slack integrations, and create/manipulate tickets based on whatever triggers are needed.
IT asset management
What do you like best about the product?
I use Freshservice because it is an easy to use platform and it is quite affordable, it contributes to my IT and even non-IT asset management, implementing good ITIL practices guides us and restructures the final goal of improving the service we offer, with a constant monitoring, efficient administration and impact analysis. Together with its interface, it is possible to carry out most of the functions in an intuitive and automated way that help I to do my job more efficiently. I like that it is highly customizable, it offers extensive configuration capabilities to adapt everything as needed. Tracks problems exhaustively, auditing problems and reviewing the most recurring problems. It provides other tools that allow monitoring workflow and task compliance, as well as ITSM and CMDB options that allow efficient resource management, changes and incidents.
What do you dislike about the product?
Its customer support is quite responsive and attentive to any inconvenience, it is an easy to use platform and without a doubt affordable with respect to price, flexible and provides automated access, on the other hand, it has a wide variety of tools and configuration options. However, I feel that there should be more options for integrations, in this way I could unify the IT work and make everything I can manage from a single system.
What problems is the product solving and how is that benefiting you?
Every day it allows us to carry out a job with greater precision, covering multiple aspects that allow us to exponentially promote the service we offer to each of our clients, in this way we improve our work and professionalism in a more comprehensive way, streamline work saving a lot of time and money (more than expected) and we satisfactorily attend to what the customer wants.
Recommendations to others considering the product:
It is a tool that has it all, you don't need to look any further, join Freshservice and discover it.
A great and ideal tool.
What do you like best about the product?
Freshservice is a great tool very sophisticated according to its well designed integrations of functions, when we go to most of its maximum functionality, on the one hand, this software helps to maintain an excellent database of information technologies, mostly for ongoing activities and encourages addressing problems with simple and instant searches, underlining that it operates very well as an asset manager or controller of an entire company in general, which makes it a multi-purpose system.
What do you dislike about the product?
We can consider that to configure it completely, when we go to the software infrastructure, which are determined large-scale terms, they turn out to be in high proportions, very difficult, although the support helps in these situations, it is still an adaptation problem to each of the users that use Freshservice on its platform, including the theme, that the ability to add new categories is not as intuitive as it seems to be from a naked eye.
What problems is the product solving and how is that benefiting you?
Freshservice is used in most of the company by different laboratory areas, since it is our corporate support platform at a general level, when a problem occurs, this system is available to solve them in a matter of a short time, that is, we use this software for since it allows us to handle the help desk tickets with ease, more than anything it is promoted by the department that is based on the operations of our business group, because thanks to this service we have been able to greatly simplify the service process to end users guaranteeing the satisfaction of the answers provided.
Recommendations to others considering the product:
Freshservice stands out as an internal ticketing system in small and medium-sized companies, because this software has enough integrations to cover most of the cases of your daily use, especially if you need a control of the assets that you keep in your company, since this service is undoubtedly the best you can consider, mentioning that it acquires other functionalities that make it a multipurpose platform, which can use the program for the needs it presents, as long as its intentions are similar to the operations carried out by this service.
Maintain a better flow of solutions with incredible flexibility thanks to your tools and management.
What do you like best about the product?
in unprecedented amounts we can describe that this software generates satisfaction according to the work it employs and facilitates that of companies, for which I really like, canned solutions allow our agents to prepare detailed answers that we use often and that they contain the protected information that we do not want to come to light of the other companies, allows us to maintain a constant development that is quite effective when using this software.
What do you dislike about the product?
Sometimes workflow automations have run into order issues and a lot of misapplied jobs when multiple issues are reported on a single ticket, integrated reporting was not helpful which would be a glitch mid-level itself evaluated by a hierarchy, in other mid-design functionalities, we can highlight that the API with which this software is supported is incomplete.
What problems is the product solving and how is that benefiting you?
It is an excellent software to manage the assets of our company and make feasible internal requests, all areas of my company use freshservice, we use this system in the same way because it allows us to integrate other platforms, through custom applications, It is very Easy to use, quick to configure and the time to implement the service on our platform was very short, as it promoted our troubleshooting process and helped in the timely resolution of tickets.
Recommendations to others considering the product:
The pricing scheme and the ability to upgrade when needed, allows you to try the free version and graduate to other plans as modules are needed, it is recommended for its various solution-based functionalities, it maintains a large number of procedures that It facilitates and makes work flexible when using it, some of these administrations are tasks, priority knowledge bases for better performance when using this software, tasks, projects and among other essential functions.
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