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.
FreshService is helping us stitch two ends of our business effectively
What do you like best about the product?
Our business case was unique to FreshWorks. We were on FreshDesk and in discussions with the team, they recommended us to switch over to FreshService. That was a great suggestion and it changed the game on how we are able to manage both ends of our service. The team was very supportive and helped along the way to set up the tool, integrate with our solutions and our customer base
What do you dislike about the product?
I do not have any dislikes, as our business requirement was a bit unique in nature. We love FreshService and we will want Freshworks to add more features or mature the ones to the next level. One of the things we are actively looking for is reporting on projects
What problems is the product solving and how is that benefiting you?
We have multiple ends of service and we needed a solution that will help us have multiple KPI, task-level granularization of the incident, swarming, following the ITIL life cycle for effective bug fixing and releases
Recommendations to others considering the product:
While Freshworks markets it an internal IT/HR tool, for me it a great ITSM tool that has potential to be used in external Customer IT Service Desk functioning.
Quick and Easy
What do you like best about the product?
Familiar interface, easy to setup and use
What do you dislike about the product?
Not as robust as competitor solutions, particularly in the project management space
What problems is the product solving and how is that benefiting you?
Streamlined customer support and project management processes, while allowing support tickets to integrate with Atlassian Jira for development projects.
Recommendations to others considering the product:
FreshService is a great way to cut costs and quickly implement a solution that can almost immediately streamline processes and improve cross-team efficiencies
Simple to use, easy integration
What do you like best about the product?
FreshService was a breeze to setup and we were up and running in a short period of time. The integration with Slack (which is where we do most of our work) was also very simple. The UI is clean and responsive, and their support has acted quickly when I needed help.
What do you dislike about the product?
I wish there was (and maybe there is) a way to show a Resolved button much like the Closed button. Then I could send out satisfaction reports easier. Also, there have been a few times where I didn't realize that I had a reply to a ticket. Not sure if I cleared out the toast without knowing it or what, but now that I integrated a Slack message push when a note is added to a ticket, it has never happened again.
What problems is the product solving and how is that benefiting you?
Solving the problem of an instant customer facing helpdesk without much work saved me a bunch of time. And the fact that it also has a knowledge base included has also saved me some implementation time.
Recommendations to others considering the product:
Super easy to set up, easy for call center personnel to pick up.
Amazing Experience and having fun with Freshservice
What do you like best about the product?
Easily Customize
Excellent after sales service
Huge Knowledgbase
Friendly Interface
Excellent after sales service
Huge Knowledgbase
Friendly Interface
What do you dislike about the product?
Customization must be made available at other levels as well instead of just Forest and Estate
What problems is the product solving and how is that benefiting you?
Incident and Change Management.
Tickets are now resolved quickly. More importantly the built in reporting feature is good enough for getting the required KPI's
Tickets are now resolved quickly. More importantly the built in reporting feature is good enough for getting the required KPI's
super easy service
What do you like best about the product?
Freshservice UI\UX is the best of breed for us, very simple to implement and just start using. super user friendly and intuitive.
support and customer success are awesome and really try to maximize our experience.
most ITSM feature exist and new features are added constantly and quickly.
support and customer success are awesome and really try to maximize our experience.
most ITSM feature exist and new features are added constantly and quickly.
What do you dislike about the product?
i would like a better RTL support, long waiting for that but i understand it's on the road map.
would be great to have the purchase module in freshservice but i understand it is a part of a different product of theirs.
would be great to have the purchase module in freshservice but i understand it is a part of a different product of theirs.
What problems is the product solving and how is that benefiting you?
We use Freshservice for most of our groups (IT, Finance, HR, BI etc..) to manage the ongoing ticket requests, we hope to start using their service portal and BOT specifically to increase engagement.
since the tool is super easy to use, other gorup which are less Tech savvy find the tool very useful as well.
since the tool is super easy to use, other gorup which are less Tech savvy find the tool very useful as well.
Recommendations to others considering the product:
go for it, check that the asset module is what you need.
Capture your tickets with Freshservice in the best way.
What do you like best about the product?
I like Freshservice because it is an easy-to-use product, it provides me with a self-service knowledge base and helps us solve problems. It is a good tool that allows me to create integration through custom applications. It has a quick configuration, easy to use and deploy. This account has numerous integration opportunities, this good ticket system allows me to interact with users from the platform, has a simple entry sales solution and good exchange request features.
What do you dislike about the product?
Freshservice is a very good tool, however it has some small details to which an improvement can be made, sometimes its configuration can be a bit tedious so the support provides help, there are some failures that will undoubtedly be Well, there was a focus on them and a solution was sought. That is why it is no longer an extraordinary tool but making an improvement in these aspects will make it more special.
What problems is the product solving and how is that benefiting you?
Freshservice helps us to manage problems, this puts us at an appropriate level for solving problems and remedying it as soon as possible, with Freshservice we maintain an excellent database for activities and provides us with a simple search for problems. It has a very good category support, navigation is easy to use and has a capacity to suggest features that can be implemented in versions. Freshservice has incredible flexibility and automation options that are a great advantage, we are helping to create a more harmonious workflow in the best way, it is a fairly solid ticket platform, it is used by employees to report problems and we have Quick metrics for monitoring service objectives.
Recommendations to others considering the product:
Freshservice gives you the best way to capture tickets, they have several features that allow you to have several channels to capture tickets such as, for example, let you integrate with social networks, support by phone, support chat, support email, among others, Freshservice has a system that is customizable and adapts to the needs of any company and organizations.
Cloud-based but without losing its essence in its practices
What do you like best about the product?
It allows me to offer detailed information to the user from delivery to cost, this increases confidence when I work with Freshservice because it has a full service catalog.
What do you dislike about the product?
Expanding the integration is a great help for Freshservice so they must work to integrate a new provider like AWS. Strengthening your API would be ideal.
What problems is the product solving and how is that benefiting you?
Freshservice has different tools where we create integrations with other services through applications that are customized. It has a good potential in ticket resolutions.
Recommendations to others considering the product:
It is a ticket system that works internally Freshservice in a few words gives us the opportunity to be administrators of the administration where we handle all the necessary documentation and assets for the business. We worry about always converting or building new things and there is no doubt about That this application is the best complement.
Good modern ticketing system
What do you like best about the product?
My favorite feature is the automatic software licensing tracking. The FreshService agent gets installed on the client and provides a list of all software, which makes it easy to track volume licenses.
What do you dislike about the product?
There are a few quirks with reporting. For example, when reporting on tickets with a custom date range, you can only select a few months at a time. Just a few things here and there that make you wonder why things were built that way.
What problems is the product solving and how is that benefiting you?
As I stated before, we are tracking volume licensing with ease through FreshService. Also, we needed a highly customizable system with a mobile app, as the system we came from did neither. FreshService fits the bill.
Recommendations to others considering the product:
Not bad. I would definitely say it’s worth looking at.
Our experience with Freshservice since 2015
What do you like best about the product?
#Made for Service Desk people by Service Desk people.
#Super easy to setup and configure.
#Easy to navigate, use and administer.
#Everything we need with nothing we don't.
#Excellent before and after sales support.
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#Super easy to setup and configure.
#Easy to navigate, use and administer.
#Everything we need with nothing we don't.
#Excellent before and after sales support.
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What do you dislike about the product?
#No the cheapest service desk tool available.
#Trying to find the right bundle has been a bit of a challenge for us but this may not be an issue for others
#Trying to find the right bundle has been a bit of a challenge for us but this may not be an issue for others
What problems is the product solving and how is that benefiting you?
Managing a ITIL compliant service desk
Recommendations to others considering the product:
Spend the time up front to establish exactly what modules you require and have the team price it up.
For very large teams the product may be cost prohibitive.
For very large teams the product may be cost prohibitive.
Fantastic Experiance so far
What do you like best about the product?
Incident management, metric measuring, time management and capacity management. Added benefits include asset management.
What do you dislike about the product?
I wish that on the FS plans, everyone could have access to attach their FS instance to their own exchange server. As IT security increases, so does email security. Currently Freshworks as a whole uses Send Grid as a email forwarding service. Unfortunately in our business of using enterprise solutions, send grid get's automatically blocks as that email sending service is often involved in sending thousands of spam emails. This means most system admins will automatically block send grid IP addresses in their email filter servers. This is considered a standard across the enterprise community.
What problems is the product solving and how is that benefiting you?
We are solving tier 1 2 and 3 requests faster and more effectively tracking hardware repairs and repeat incidents.
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