Freshservice
Freshworks Inc.External reviews
1,272 reviews
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HOOQ - agc 19 Feb 2020: Workflow Automator insights
What do you like best about the product?
Learned that system will run all active workflow automators and from that, we must be aware of the conditions and actions one service workflow will have on the next.
What do you dislike about the product?
1. Absence of date check specially in form being filled out
2. Absence of capability to access custom form placeholders and apply them in Admin > Email Notifications
2. Absence of capability to access custom form placeholders and apply them in Admin > Email Notifications
What problems is the product solving and how is that benefiting you?
An action from one workflow that resulted on another workflow.
Just want we need for the right price.
What do you like best about the product?
The ticket management and Asset management are what we are taking the most advantage of. There was a dire need for a CMDB with my organization, and this product helped us get up and running quickly. Love that an asset number and barcode are automatically generated!
Love the solutions section, we have been building a robust list of helpful guides for end users and internal agents.
The mobile app is great, to be able to scan a label on a device, and it pop up with all that assets information or just pull up a solution in an instance is very helpful.
Love the solutions section, we have been building a robust list of helpful guides for end users and internal agents.
The mobile app is great, to be able to scan a label on a device, and it pop up with all that assets information or just pull up a solution in an instance is very helpful.
What do you dislike about the product?
The project management section has potential, while it may be good for internal teams. I would like to see the ability to invite non-agent stakeholders in to view a projects status and make comments. My boss would not be doing anything else to justify purchasing a full blown license or even a day pass.
I would like to be able to add custom fields when customizing my tickets and asset list views. Currently, you can only customize using their pre-defined fields.
I would like to be able to add custom fields when customizing my tickets and asset list views. Currently, you can only customize using their pre-defined fields.
What problems is the product solving and how is that benefiting you?
The add on for asset label making is quite restrictive, the smallest size is quite large and we've struggled to make it work with printing labels. With limited success we had to print to pdf, export to word and use manual manipulation and scaling settings to get them to print a label sheets.
Recommendations to others considering the product:
Out of the box, it's easy to setup and get running. The agents and probe make gathering a base list of assets a breeze. Personally, the built in asset creation was a huge plus when leaning between this and other solutions. If you are looking for a simple solution to get your helpdesk up and running ASAP I would highly recommend freshservice.
Great software to help manage our knowledge base and tickets
What do you like best about the product?
The interface is clean and easy to use. They are continually improving it as well.
What do you dislike about the product?
I have a hard time understanding how to use some of the features. Their own knowledge base and tutorials could be improved to better help users know how to use some of the features.
What problems is the product solving and how is that benefiting you?
We primarily use Freshservice for the knowledge base and ticketing system.
Freshservice is a service I would recommend
What do you like best about the product?
I think their customer service is top tier, and their adaptability is always showcased in times of need. They are constantly adding new features and listening to the user base. They've also responded to all technical issues very swiftly and effectively.
What do you dislike about the product?
Their billing department can be difficult to reach. I've had a couple instances I've had to call in to get updates and push some questions forward.
What problems is the product solving and how is that benefiting you?
Not many problems, but as they are still growing, there are certain features I'm waiting to be added. I realized how effective asset management can be with Freshservice after finally implementing the feature.
Recommendations to others considering the product:
Reach out to technical support if you have questions. They are more than willing to assist.
Great App and Great Service
What do you like best about the product?
Easy to configure and support requests are dealt with swiftly. The apps is very easy to administer, even if you have not had expierence of using an ITSM tool before.
What do you dislike about the product?
I would like an way to quickly turn an email which is converted as a Incident into a Service Request which provides which change the IN# to an SR# as our customers do not want to worry about what is and what isnt and incident or service request.
What problems is the product solving and how is that benefiting you?
Incident Mgmt. Service Request, Change Mgmt, Release Mgmt, Contract Mgmt
Good SaaS helpdesk system
What do you like best about the product?
The interface and layout is simple to pick up and use.
What do you dislike about the product?
Searching for tickets could be easier and the admin interface takes a bit of getting used to.
What problems is the product solving and how is that benefiting you?
Cloud-based centralized help desk system with executive reporting and capabilities for SLA's.
Recommendations to others considering the product:
Freshservice is great if you are looking for an easy to use helpdesk product with optional features that can help you expand your interactions with the customer. Just want basic helpdesk, the software has it. Looking for executive reports and SLA criteria, you can have that too.
Great ITSM Tool!
What do you like best about the product?
Customer Support, ITIL aligned & modern!
CSAT great
Service Desk tools great
CSAT great
Service Desk tools great
What do you dislike about the product?
Knowledge base
Limited text editor
Asset Management stability
Limited Software Asset Management capability
Limited text editor
Asset Management stability
Limited Software Asset Management capability
What problems is the product solving and how is that benefiting you?
We have had Freshservice for just over a year. Great upgrade on previous Manage Engine Service Desk plus on prem solution. Overall has been very positive, support have been super responsive. As the solution is configurable and not customisable, it means that any changes really need to be made for all. So yes we would like to see tweaks and changes but know that things are being done on their roadmap to improve. Incident, Request, Problem Management are very strong. More work needed on asset management, knowledge management and CMDB.
Overall, good web product, but mobile app requests are years behind.
What do you like best about the product?
Simple incident and request tracker. Good analytics and reporting. Extended archive and storage accessibility of past tickets (2+ yrs).
What do you dislike about the product?
My only complaint so far, being a user for over 3yrs, is with the mobile app. I'm an Android user, so I can't speak for iOS users. I put in a request over a year ago for the ability to access our custom tags for tickets. Still don't see it. We use our custom tags for more granularity in our metrics and management reporting. This is not a big deal since smartphone browsers can now access full websites. Just would think FS developers would address this by now. So until then, I avoid using the app.
What problems is the product solving and how is that benefiting you?
Freshservice solves our problem of incident tracking and user support requests management. We also use it for change management and project tracking within our department.
Recommendations to others considering the product:
Very simple Saas application to stand up in your environment. Just pay for agent licenses.
Just plain easy and not too heavy on the ITIL
What do you like best about the product?
I just works. It's a system that is easily configurable from anywhere. It has all the big modules of ITIL (Incident, Change) covered very well and some of the smaller ones represented in a lite format (Contracts, Vendor Management). We have not had a business requirement that we have not been able to meet in some form or other, without getting too creative. The customer experience is excellent in the form of the portal and our comms with our customers is so much easier now.
What do you dislike about the product?
The only thing I would complain about is the child ticket representation in Service Requests. Needs some work there to better hide subsets requests of the main ticket from the portal.
What problems is the product solving and how is that benefiting you?
Easy of configuration, overhead with old premise based solution, pleasing UX for the customers, mobile app and responsive website.
Great service and smooth experience
What do you like best about the product?
The response was prompt and tool is very easy to be used and is flexible to explore many aspects.
What do you dislike about the product?
I did not find anything wrong or shortfall so far.
What problems is the product solving and how is that benefiting you?
I am trying to automate some of the onboarding requests which are being handled manually today. Going forward we want to give automated experience to the users and we're trying to explore webhook triggers for same.
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