Freshservice
Freshworks Inc.External reviews
1,272 reviews
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Great IT tool for customer technical support
What do you like best about the product?
Without a doubt, what I like most about Freshervice is its simplicity when it comes to use, it makes it a very harmonious and elegant software, an aesthetic detail but which I give a lot of value and if we add that it can be customized to our liking gives much more value, small details, but I am sure there will be many more people who think that the visual aspect will always be one of the most important aspects.
What do you dislike about the product?
The only thing that I think FreshService should improve is the tiered payment system that requires different payment amounts for different functions. While Freshservice is affordable, it can be frustrating when you see an interesting feature and want to try it out, only to find that your particular tier is not supported. Of the rest, everything else is extremely superficial and does not affect the user experience.
What problems is the product solving and how is that benefiting you?
I consider that the biggest benefit that this software offers me is that now I can count on a much more efficient team in IT, as I have noticed a huge improvement in the number of tickets answered per month, this is reflected in an increase in the number of sales and satisfied customers, thanks to the fact that Freshservice makes the entire process much easier and more orderly.
Recommendations to others considering the product:
If you need software to answer your customers tickets and provide efficient technical support, Freshservice is undoubtedly one of the best options that we can find, since it has a very affordable price and has quite good tools that will help us during the day. As of our work, we can also say that the customization options are very varied and this adds an additional plus that makes it stand out among similar software.
Freshservice is a great way to organize and track our current challenges and requests.
What do you like best about the product?
The most useful features are they have all in one offer. To be able to show precisely the tools and applications a requestor has. Their incorporation of platforms like Teamviewer is actually beyond good and helps the supporting workers members focus inside Freshservice pretty much with almost all of them uses.
What do you dislike about the product?
There's a lot of downsides to Freshservice because it's an ever-evolving network, so often when setting up ticket flows or job flows it may get a little complicated as to what you're including it they provide fantastic support that's able to hop in and help you set up everything you need.
What problems is the product solving and how is that benefiting you?
Freshservice solves our incident tracking problem and the management of requests for user support. We also do it in our Team for shift projects and project monitoring.
Recommendations to others considering the product:
If you're searching for an inexpensive approach that will transform the way tickets, change control, tech inventory, contracts and overall consumer loyalty are handled by your IT company, so Freshservice has been the resource you require. I use other Cloud-based solutions which are either excessively expensive to customize or just too complicated. You can implement freshservice in just a few days.
Freshservice is a IT service desk to consider
What do you like best about the product?
The ease of use of the site for us and users to navigate. It is pretty flexible but has some limitations but they are always working on updates. The support is always prompt when there is a problem.
What do you dislike about the product?
At first when I signed up over 3 years ago I would find items that I would like added and thought would be beneficial. Since then they have been looking al feature request and have been really adding some good ones now especially in this time.
Their android app has had some issues too.
Their android app has had some issues too.
What problems is the product solving and how is that benefiting you?
I problem that I can recently think of is that we wanted to use more of the inventory to manage what was in stock but there was no way to see that state. They have added that now so that would help anyone else that is looking to do the same.
Recommendations to others considering the product:
Its a great modern helpdesk and helps out the save time for your IT and internal support team
Progression through automation
What do you like best about the product?
Freshservice are reactive and proactive.
What do you dislike about the product?
Some support requests have taken longer to resolve than expected.
What problems is the product solving and how is that benefiting you?
Asset collation and maintenance management predominately. The automation tools are creating greater efficiency than anticipated.
Recommendations to others considering the product:
Don't judge a book by its cover. You will see a good product at first but as you read further you will realise it is a great product.
It has many functionalities that I like.
What do you like best about the product?
It has reporting services and so many needed tools/setup for a ticketing application
What do you dislike about the product?
The software and inventory need to be more robust.
What problems is the product solving and how is that benefiting you?
Ticketing/KB/Reporting.
Recommendations to others considering the product:
Good application
Simple and modern ITSM tool
What do you like best about the product?
Easy to set up and use.
Modern interface.
Fast and efficient support.
All-in-one ITSM tool for managing Tickets, Problems, Changes, Releases, Assets, Projects, Knowledge Base, etc.
Good reporting and analytics, with many out-of-the-box reports.
Integration with other Freshworks and third-party tools.
Day Passes for occasional agents.
Huge amount of resources (videos, ebooks, whitepapers, forums, etc.).
We received a good discount as a non-profit organization.
Modern interface.
Fast and efficient support.
All-in-one ITSM tool for managing Tickets, Problems, Changes, Releases, Assets, Projects, Knowledge Base, etc.
Good reporting and analytics, with many out-of-the-box reports.
Integration with other Freshworks and third-party tools.
Day Passes for occasional agents.
Huge amount of resources (videos, ebooks, whitepapers, forums, etc.).
We received a good discount as a non-profit organization.
What do you dislike about the product?
There aren't many things that we dislike of the tool. Of course there are functionalities that would be "nice to have" or that could be improved. Many of those can be asked for and sometimes it doesn't take long before they are implemented. Some functionalities are a bit basic or limited, but for our needs they have been more than enough.
Examples:
Cannot attach multiple files at once
No drag and drop attachment
Time tracking is wrong if you close the ticket before stopping the timer
Examples:
Cannot attach multiple files at once
No drag and drop attachment
Time tracking is wrong if you close the ticket before stopping the timer
What problems is the product solving and how is that benefiting you?
We moved our help-desk system from Zendesk and our ITSM from on-premise Spiceworks to Freshservice. We were able to unify two systems in one cloud-based, efficient tool.
With Freshservice we were able to introduce ITSM/ITIL methodologies and best practices.
With Freshservice we were able to introduce ITSM/ITIL methodologies and best practices.
Recommendations to others considering the product:
Give it a shot! The support team will be available to help with the implementation and the transition from existing systems. You can always request a demo or sign up for a free trial to test the functionalities and interface.
Very handy tool
What do you like best about the product?
I like the fact that this tool is easy to use and quite intuitive.
What do you dislike about the product?
Configuration can be tricky sometimes :)
What problems is the product solving and how is that benefiting you?
We are trying to implement freshservice for all divisions in order to achieve cost efficiency and continuous improvement. It's not yet finalized so it is too early to talk about the benefits.
Recommendations to others considering the product:
As previously said it is really handy, easy to use and I think this is a really good tool. Configuration can be tricky sometimes so you might want to consider having an expert on board but all in all it's a very simple and easy tool so far (implementation is not done yet!)
Quality Product with Great support
What do you like best about the product?
Support is excellent and very responsive.
What do you dislike about the product?
The built-in reporting could be improved.
What problems is the product solving and how is that benefiting you?
We now have greater insight to the problems our users are facing.
Recommendations to others considering the product:
Fully commit to deployment and user adoption/
Easy to setup and great technical support when needed
What do you like best about the product?
It has allowed us to collate all of our helpdesk requests into one location that was easy to setup and adopted well by our end users.
The layout is clean and straight forward to follow and being built around the ITIL framework allows you to manage a busy IT Helpdesk (including Change and Project Management) effectively.
Also the ability to have many different communication channels as standard without having to pay for the common ones is a huge bonus.
The layout is clean and straight forward to follow and being built around the ITIL framework allows you to manage a busy IT Helpdesk (including Change and Project Management) effectively.
Also the ability to have many different communication channels as standard without having to pay for the common ones is a huge bonus.
What do you dislike about the product?
The higher paid plans tend to get the better and newer features (as you would expect) whilst the lower tier don't.
It would be great if Freshworks were more flexible on the plans, allow us to take some higher tier features and bring them down to the plan we are on, or even allow for custom plans.
It would be great if Freshworks were more flexible on the plans, allow us to take some higher tier features and bring them down to the plan we are on, or even allow for custom plans.
What problems is the product solving and how is that benefiting you?
More visibility on problems within the business including being able to track recurring issues for deeper dive investigations. It allows us to identify problem equipment, software and processes allowing us to look at changes as needed, whether that includes replacement equipment or retraining of staff.
The mental wellbeing of the team has improved, they are now only contacted directly in events of Emergency and not for every minute little problem. Being able to triage work by having a clear overview has allowed the team to respond more effectively.
The mental wellbeing of the team has improved, they are now only contacted directly in events of Emergency and not for every minute little problem. Being able to triage work by having a clear overview has allowed the team to respond more effectively.
Recommendations to others considering the product:
Make sure you scope out your requirements fully and ensure that you understand how your users prefer to communicate with your team, if you make that as seamless as possible, your end users will adopt it much faster.
Great product. Great support.
What do you like best about the product?
Easy to use, the function to email users or agents from within the ticket makes getting help or second eyes very easy.
Having had bad experiences of web based call logging systems in the past, I was worried about the performance but it's snappy and highly configurable.
Having had bad experiences of web based call logging systems in the past, I was worried about the performance but it's snappy and highly configurable.
What do you dislike about the product?
the workflows and admin functions arent the easiest to use. Lot of support available though.
Tasks dont work as I expected. It's a shame you cant assign tasks like you would an SR or incident
Tasks dont work as I expected. It's a shame you cant assign tasks like you would an SR or incident
What problems is the product solving and how is that benefiting you?
the reports and ability to email people from within the ticket are excellent
Recommendations to others considering the product:
Do it.
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