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An Excellent Product for a Help Desk
What do you like best about the product?
The setup and tutorials are easy to understand and implement. The system itself is user friendly both the the admin and end user. There is very little upkeep required. The hardest part I found was getting users used to going to it to self help and search the help articles that are published.
What do you dislike about the product?
I have yet to find anything that I disliked. Everything has been positive, I have every confidence that if there was something that I disliked that I could easily communicate that to them.
What problems is the product solving and how is that benefiting you?
Providing a help desk that provides not only reporting of incidents but also library of help issues. It allows people to report incidents and find answers in their own time.
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Freshservice has helped us up our game as a tech support team significantly.
What do you like best about the product?
The continued drive to improve the system is important and helpful. The changes and improvements help us improve our own practice as well.
What do you dislike about the product?
There are a lot of features that we don't use, maybe we should, regardless it seems to make it a little complex sometimes.
What problems is the product solving and how is that benefiting you?
A lot on the accountability front as a manager. I now assign jobs to specific techs, can see the timeliness of their response, view conversations, etc.
Reliable tool for incident management
What do you like best about the product?
The most usefull use of the tool is it can be access by mobile and laptop, providing the flexibility
What do you dislike about the product?
None as of now which create huge impact, but would really like cases Activities to be more detailed
What problems is the product solving and how is that benefiting you?
Helps in keeping track of case/incident ticket flow and sending notification to agent promptly
Pretty great product, responsive support.
What do you like best about the product?
The initial setup is rather simple compared to some other products I looked at. Other ones almost require help. Freshservice you can open an account and it starts in a functional state with many many adjustments you can make as the need arises.
Being able to use the workflow automator without a huge learning curve is great and super useful. But you can get super advanced with it as you get more used to its abilities.
Being able to use the workflow automator without a huge learning curve is great and super useful. But you can get super advanced with it as you get more used to its abilities.
What do you dislike about the product?
Asset management feels a little clunky and not as polished as some of the other parts of the product. Specifically, some of the things when creating custom assets seems to be a little buggy.
If you don't have to make any changes to the default assets it is all fine.
If you don't have to make any changes to the default assets it is all fine.
What problems is the product solving and how is that benefiting you?
We use Freshservice for IT ticketing and we are getting into some other business teams using it as ticketing. Asset management and getting into project management.
Easy to use
What do you like best about the product?
Sending emails by selecting appropriate terms is very easy to set.
What do you dislike about the product?
Mobile application and web view should be same.
What problems is the product solving and how is that benefiting you?
Lagging problem has been resolved as it was previously taking time to resolve.
Review for freshservice
What do you like best about the product?
The UI is friendly and easy to understand. The format and visibility is straightforward and less complicated. For beginners, it is easy to go and valuable.
What do you dislike about the product?
There is nothing it's all good as far as I have used it.
What problems is the product solving and how is that benefiting you?
Procees is very clear and easy to understand and browse.
Easy and simple tool
What do you like best about the product?
Simple and easy navigation. It is quick. Provides suggestions and also has formatting options
What do you dislike about the product?
Exploring yet. No issue has been experienced yet.
What problems is the product solving and how is that benefiting you?
It provides great tool for ticket handling
Powerful and Intuitive for IT Service Management
What do you like best about the product?
Great degree of flexibility and power to handle, deflect and automate ticket handling
What do you dislike about the product?
Hardest thing is keeping up to date with new features and enhancements
What problems is the product solving and how is that benefiting you?
Ticket resolution across multiple teams and distinct business areas.
Best helpdesk system I encountered
What do you like best about the product?
Workflow automations, helpdesk interface, extending Freshservice using Marketplace apps.
What do you dislike about the product?
Creating an automation that is more than basic will require a lot of trial and error.
What problems is the product solving and how is that benefiting you?
- IT ticketing system for employees and customers: Simplifies our workflow, each IT agent knows what to do and when, employees and customers get better service.
- Asset Management: When an employee is opening a ticket about an issue with their laptop, we can lookup that laptop right away and will be able to reference that ticket in the future via the laptop record.
- Orchestration: We can create workflows that automate our other systems, like adding a member to a Google Group or creating a Google Calendar event based on service requests that come to Freshservice.
- Asset Management: When an employee is opening a ticket about an issue with their laptop, we can lookup that laptop right away and will be able to reference that ticket in the future via the laptop record.
- Orchestration: We can create workflows that automate our other systems, like adding a member to a Google Group or creating a Google Calendar event based on service requests that come to Freshservice.
Good Design, Easy use and nice self FAQ Features
What do you like best about the product?
User-friendly interface: One of the standout features of Freshservice is its intuitive and user-friendly interface. Navigating through the system is easy, which helps save time and reduces the learning curve for new users.
Knowledge base and self-service options: The knowledge base feature in Freshservice enables users to access self-help articles, FAQs, and documentation, empowering them to find solutions independently. This helps reduce the workload on support teams and provides a better user experience.
Knowledge base and self-service options: The knowledge base feature in Freshservice enables users to access self-help articles, FAQs, and documentation, empowering them to find solutions independently. This helps reduce the workload on support teams and provides a better user experience.
What do you dislike about the product?
Mobile app limitations: Although Freshservice provides a mobile app, some users may find it to be lacking in terms of functionality and user experience compared to the web-based version. They may desire more robust mobile capabilities to manage tickets and collaborate while on the go.
Learning curve for advanced features: While Freshservice has a user-friendly interface, some users may find it challenging to grasp and fully utilize some of the more advanced features. A more intuitive onboarding process or additional training resources could help users get up to speed more efficiently.
Learning curve for advanced features: While Freshservice has a user-friendly interface, some users may find it challenging to grasp and fully utilize some of the more advanced features. A more intuitive onboarding process or additional training resources could help users get up to speed more efficiently.
What problems is the product solving and how is that benefiting you?
Knowledge sharing and self-service: Freshservice includes a knowledge base where organizations can create and maintain a repository of self-help articles, FAQs, and documentation. This empowers users to find solutions independently, reduces support team workload, and improves customer self-service capabilities.
Streamlined ticket management: Freshservice centralizes ticket management, allowing organizations to efficiently track, prioritize, and resolve customer issues. This streamlines the support process, reduces response times, and improves customer satisfaction.
Streamlined ticket management: Freshservice centralizes ticket management, allowing organizations to efficiently track, prioritize, and resolve customer issues. This streamlines the support process, reduces response times, and improves customer satisfaction.
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