Freshservice
Freshworks Inc.External reviews
1,272 reviews
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Very good tool for IT help desk management
What do you like best about the product?
Your ease of use and management of workflows, agents, information and support with the tool
What do you dislike about the product?
Sometimes the price is quite high, however its functionalities are very good
What problems is the product solving and how is that benefiting you?
The traceability of the cases that are received in the help desk, were not reflected, with Freshservice this improved, so much so that we were able to solve doubts of the end users regarding requests placed and resolved many months in advance.
Very powerful and feature rich application
What do you like best about the product?
Besides the fact that it offers all the features that an IT Support Helpdesk needs (Inventory, Catalogs of services, incident and service requests ticketing, but it also provides Projects management, excellent worflow automations, requesters and agents groups and roles, on boarding, as well as restricted groups and workspace that allow isolating access to sensitive data so that only autorized employees can reach. Excellent and flexible analytics.
Worth noting, the Freshservice support is extremely responsive, helpful and competent. You can even access agents' calendars to book a meeting which is extremely efficient especially when trying to create complex workflow automations. The Freshservice knowledge base is also very well populated and most of the time, you can find the answers you are looking for.
Very good and regular communication with clients about new features, tips or advice on how to improve not only our knowledge of the application but also our support in many ways including how to better interact with our own customers.
Worth noting, the Freshservice support is extremely responsive, helpful and competent. You can even access agents' calendars to book a meeting which is extremely efficient especially when trying to create complex workflow automations. The Freshservice knowledge base is also very well populated and most of the time, you can find the answers you are looking for.
Very good and regular communication with clients about new features, tips or advice on how to improve not only our knowledge of the application but also our support in many ways including how to better interact with our own customers.
What do you dislike about the product?
I find that there are so many features that navigating through the various "states" (incident tickets, service requests, projects management with sprints, admin functions, etc.) can be confusing until you have gained some experience. Mind you, I would not want to part with any of these features.
What problems is the product solving and how is that benefiting you?
Freshservice is so features rich that I yet have to find scenarios where it would not be able to meet at least a good part of a requirement. Also, with new features announced pretty much monthly (and selected for development based on popular demand) the application is regularly opening new possibilities.
Incident and Customer Service Management with ease
What do you like best about the product?
The interface is user friendly. The features are easily cusotmisable and understandable to anyone who is using the platform. The Report and insights are also helpful to manage the performance of the team
What do you dislike about the product?
The limitations when it comes to mobile app functionality is a concern. The scalablity in terms of pricing also is a major concern
What problems is the product solving and how is that benefiting you?
As an ITSM tool acts a global IT management tool for managing all IT related tasks and requests. It ables to categories Incidents as an efficient ticketing system.
My overall experience with Freshservice is great!
What do you like best about the product?
The form fields and the ticket overview are very usefull.
What do you dislike about the product?
I'm really missing the /c search function that's functional in Freshdesk.
What problems is the product solving and how is that benefiting you?
The asset management is a great solution for our business
Fresh Service ease of use for any size IT staff
What do you like best about the product?
The out of box ease of setup was the most benificial part of aquiring Fresh Service. And then the ease of maintenance and/or changes for staff going forward
What do you dislike about the product?
Not much to dislike here but you do give up a little in customization, but thats ok
What problems is the product solving and how is that benefiting you?
Fresh Service is our main IT portal for any Help Desk support ticket and a self service portal for end users with knowlege base articles to assit them if they feel comfortable trying to solve their own issue while they wait for IT to get back with them
Fresh Service is the way to go with Ticketing systems
What do you like best about the product?
The integrations with our systems, such as laptop management. We can have it pick up SnipeIT abd SimpleMDM, so we know exactly what computer is being requested about. Makes life easy!
What do you dislike about the product?
Fresh Service is a little difficult to navigate. Sometimes tickets get lost and its kind of a hassle to try to track them down.
Overall it works but you have to find workarounds.
Overall it works but you have to find workarounds.
What problems is the product solving and how is that benefiting you?
Probably the most benificial thing is helping index issues that we have been having and having a knowledge base built up so we can extend the knowledge of our team.
Perfect service desk for our small team
What do you like best about the product?
Has all of the features in one place on on platform. Extremely easy to use but powerful at the same time. Can be as simple or as complex as you require but easy to configure.
What do you dislike about the product?
There really isn't anything I dislike about Freshservice. There are no hidden costs or missing features that need to be filled by add-ons that I have found when using previous service desk systems.
What problems is the product solving and how is that benefiting you?
Ticketing, communication, self service, knowledgebase \ documentation, incident management, alerting, asset management. I have found each of these easy to configure and easy to use.
It was easy and reliable tool.
What do you like best about the product?
its very secure and easy to manage all the tickets and Request received from users.
What do you dislike about the product?
Nothing to dislike. Everything is good abount freshservice.
What problems is the product solving and how is that benefiting you?
To manage the flow of tickets.
Freshservice the best tool for IT help desk
What do you like best about the product?
That it is very easy to handle and intuitive for an agent or user, I also like that it allows for case management by user, managing response and resolution times for a final report.
What do you dislike about the product?
one of the things I don't like about freshservice is that it doesn't have an option to put the panel in dark mode, and since agents spend hours in front of the screen, this option would be very good for eye care.
What problems is the product solving and how is that benefiting you?
On this platform, level 1 and 2 IT support of the company is managed, and it benefits us a lot as it allows us to keep track of cases and makes our work easier with the automations it provides.
Help desk
What do you like best about the product?
It is easy to use for both administrators and users, it is very easy to learn and it does not take much time to update it and get the most out of it.
What do you dislike about the product?
The truth is there is very little that I don't like about Freshservice. In my time working with this tool, I have had a very good experience and have noticed improvement in my final work since it also allows you to organize your work times.
What problems is the product solving and how is that benefiting you?
incidents in the technical or technological area of the company where I am working and also how it benefits me because I am a user of other areas such as the administrative one
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