Freshservice
Freshworks Inc.External reviews
1,272 reviews
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Well thought out
What do you like best about the product?
Freshservice is a tool that I really love. As a company who is growing and building an IT support team it had some pretty key features that were nice for managing a team. The cherry on top is the ability to modify built in tables with custom fields, and setup automations however needed. Another feature I really liked is when forwarding emails into freshservice it would set the requester on the ticket as the person who sent the intiall email, huge help.
What do you dislike about the product?
We winded up moving away from Freshservice becuase my team was offered a free tool as part of our RMM software, its no where near as good of a tool and now I revered back to handling alot of support on my to do list instead of a ticketing system, but I was outvoted.
What problems is the product solving and how is that benefiting you?
A great way to organize tickets and make sure things are getting addressed properly.
Freshservice is a very versatile tool to use in Helpdesk.
What do you like best about the product?
What I like most about Freshservice is that it is very easy to use, it is truly intuitive, and it is up to date with ITIL standards. I am very happy with the use of this tool.
What do you dislike about the product?
I have not yet found anything that I dislike about Freshservice, as I mentioned earlier it is very versatile and is constantly updated to provide the best user experience.
What problems is the product solving and how is that benefiting you?
In the company, it was very difficult to see the traceability of the incidents reported by users. With Freshservice, everything changed, as the traceability of the incidents and the solutions we provide are maintained over time. Additionally, cases are assigned according to the agent responsible for that application. On the other hand, the SLA configuration allowed us to address cases with the priority they require.
Excellent experience for beginners
What do you like best about the product?
The tool is easy to configure and the application proved to be very simple to use.
Freshdesk proved to be very robust in several ticket creation situations, chat interactions and automations
Freshdesk proved to be very robust in several ticket creation situations, chat interactions and automations
What do you dislike about the product?
There are many versions of the tool for each type of product and it is difficult to know which version of the product we are and what we are missing in other versions.
We miss easier integration and customization between Freshdesk and Freshsales. Some limitations did not create separate applications
The little flexibility of the number of fields in custom modules also made us pivot some solutions already implemented in Freshsales due to the growth of some business rules
We miss easier integration and customization between Freshdesk and Freshsales. Some limitations did not create separate applications
The little flexibility of the number of fields in custom modules also made us pivot some solutions already implemented in Freshsales due to the growth of some business rules
What problems is the product solving and how is that benefiting you?
The company I work for didn't have a customer service area set up for scaling and that's why freshworks served us well. It also resolved our customer management for the commercial team, who can now see our customer base in the palm of their hand.
Excellent help desk application (ITIL in its best version)
What do you like best about the product?
What I like most about Freshservice is the ease of use in both the placement and management of tickets, agents, changes, problems, projects, and everything seen in ITIL.
What do you dislike about the product?
the truth is that I still can't find anything I dislike about this tool, as it is very versatile, easy to use, and intuitive
What problems is the product solving and how is that benefiting you?
The support with Freshservice is really good and fast, from the commercial side also the assignment of licenses and payment methods are very quick and easy respectively, and Freshservice has helped me to completely improve the help desk, from ticket assignment, priority management for them with the configuration of SLAs to ticket traceability.
The best tool for help desk
What do you like best about the product?
What I like most about Freshservice is its ease of use and how supremely useful it is for my day-to-day tasks at the help desk of the company where I work.
What do you dislike about the product?
What I don't like about Freshservice is that in the asset section there are only 100, and if you exceed that amount, the price to pay seems very high to me. But other than that, I love everything else. I consider it the best tool on the market.
What problems is the product solving and how is that benefiting you?
The main problem I notice that Freshservice is solving is the issue of organization in the help desk since I can organize the cases that come to me according to their priority and it gives me a reasonable time to resolve them.
Freshservice the best application for IT help desk
What do you like best about the product?
I really like how simple and practical it is to use and how much it helps me with the organization of the cases that come to the help desk, as it organizes them by incident or service request and allows you to manage them in the best way.
What do you dislike about the product?
I like everything about Freshservice, to be honest, but if there is something negative or an aspect to improve, I would say that regarding assets, it only allows you to place 100 assets, because if you place more than that amount, you have to pay a very high sum. Other than that, I love everything.
What problems is the product solving and how is that benefiting you?
The truth is this tool helps a lot in solving problems in ticket or case organization as it organizes them by importance and gives them the appropriate resolution time depending on their importance, and that allows me to organize myself and resolve the cases in a timely manner.
the best application for help desk
What do you like best about the product?
The truth is I really like Freshservice because it helps a lot with the help desk, its interface is simple and practical to use, and that is one of the things that catches my attention the most and fascinates me.
What do you dislike about the product?
there are few things or nothing that I don't like about freshservice, I use it daily and consider it the best help desk application currently on the market,
What problems is the product solving and how is that benefiting you?
It benefits me a lot and not only me but also my organization and all the companies that use it since it allows organizing cases by incidents and service requests and provides reasonable times to complete each of them.
el mejor para soporte técnico
What do you like best about the product?
What I like the most is that it is very easy to handle and the best for providing support and storing these records, making the user experience the best with all the interface that is managed.
What do you dislike about the product?
this is the best platform for providing support but in my opinion the prices are a little high I would like them to be a bit lower to be able to have more agents
What problems is the product solving and how is that benefiting you?
Everything related to technical support in our company benefits us greatly in maintaining order and easy interactivity with users, making our area the best and providing the user with a good experience of our service.
technical support within everyone's reach
What do you like best about the product?
Freshservice is an easy-to-use platform with a lot of interactivity with automations that improve technical support for users in our company, and its use is very easy.
What do you dislike about the product?
Things I don't like are that Freshservice doesn't have private chat between user and agent and that communication has to be purely through the case record, and it would be good to have this chat.
What problems is the product solving and how is that benefiting you?
Incident management of the company's IT, and this platform gives us the ease of keeping records of the cases and with this history, being able to resolve cases much more easily and quickly.
Service desk
What do you like best about the product?
There are many things I like about Freshservice, but what catches my attention the most is its interface, as it is very easy to learn to use for both administrators and users.
What do you dislike about the product?
there is little I can say here since I really like freshservice and I use it daily in my organization, if I have to say something I don't like or an aspect to improve it would be the value it has I consider it could improve in that aspect a little from the rest I like everything
What problems is the product solving and how is that benefiting you?
The truth is, it is helping me a lot in being punctual when it comes to resolving the cases that come to my service desk since it organizes the cases by importance and gives me a reasonable time to resolve them.
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