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.
What a breeze
What do you like best about the product?
after being convicted to use Jira Servicedesk for about 4 years, i had the opportunity to switch to Freshservice. The fantastic documentation, intuitive interface and hyperfriendly and professional supportteam made starting off very easy. Whenever we have a quesion or an issue, the supportteam responds very acurately. Our internal users are frequently using the portal, which they refused with Jira Servicedesk, and the Mobile app makes it easy for everybody, both agents and requesters...
What do you dislike about the product?
Currently i havent had any issues kept bothering me. Whenever I had an issue, it was resolved by the supportteam.
What problems is the product solving and how is that benefiting you?
- faster response times for our agents
- easier accessible for endusers
- knowledge base
- asset management
- easier accessible for endusers
- knowledge base
- asset management
Freshservice for Ticketing service requests
What do you like best about the product?
The orgainization and structure of tickets allows me to track and manage my tasks and also audit them if I need to.
What do you dislike about the product?
The asset manager in freshservice is lackluster. The probe for users does not always work properly and we need to manually track the assets instead of being able to have it be automated.
What problems is the product solving and how is that benefiting you?
We are tracking and managing user issues with freshservice. For me personally I use freshservice to track permissions changes which allows me to go back and see who has access to a give folder at any given time.
Recommendations to others considering the product:
Service desk is great I really appreciate the gamification. It could use some work in regards to asset management but the company has been transparent with their roadmap and delivers on promises that they make.
Easy Use
What do you like best about the product?
I appreciate the straightforward format. We use it for both reporting incidents as well as searching people in the system. I like the ability to comment on other incidents and have them as "pending" so that we can see what each other is working on.
What do you dislike about the product?
It is sometimes complicated to see all of the information and it can be a bit overwhelming to have tickets popping in and out, especially when someone is just saying "thank you." That's not necessarily something that Freshservice can do anything about, but there is a slight lack of organization.
What problems is the product solving and how is that benefiting you?
We use it to report incidents as well as find students in the school when they call with questions about password resets, etc. We mostly use it to take down phone calls and receive emails pertaining to IT questions.
Easy to do.
What do you like best about the product?
The whole team has a good knowledge and mastery of the tool.
They always answer fast and are very accurate in their answers.
They always answer fast and are very accurate in their answers.
What do you dislike about the product?
So far it has been pretty satisfying every time I needed the support and the tool itself.
What problems is the product solving and how is that benefiting you?
New integrations with new portals.
Each portal is separately for each company
Each portal is separately for each company
Recommendations to others considering the product:
Clear all doubts with the team before, and fast dominate the knowledge.
Best way to keep you inventory organised
What do you like best about the product?
It is really simple to use. You just need to install a tiny module on your computer and the asset becomes automatically discoverable on your inventory.
From there you can add any other extra information but the basics will already be there. You can know at all times the status of that machine, the OS and SW it has installed without you needing to add that information manually.
Also, their support team is great helping you out when you have a question.
From there you can add any other extra information but the basics will already be there. You can know at all times the status of that machine, the OS and SW it has installed without you needing to add that information manually.
Also, their support team is great helping you out when you have a question.
What do you dislike about the product?
I would like it to have some security measures like resetting the computer to factory settings remotely in case of a theft.
It would be really useful to be able to do so to prevent others from accessing any sensitive data that can be stored on the machine. It's true though, that there are other systems to make this happen and that this tool, as we use it, serves it purpose of keeping our assets inventory organised.
It would be really useful to be able to do so to prevent others from accessing any sensitive data that can be stored on the machine. It's true though, that there are other systems to make this happen and that this tool, as we use it, serves it purpose of keeping our assets inventory organised.
What problems is the product solving and how is that benefiting you?
We are keeping our company's hardware organised and it really helps to have everything in one place that easily.
You can also check what SW is getting outdated on the machines and why that particular machine is getting slower by keeping track of everything that it has installed in it.
You can also check what SW is getting outdated on the machines and why that particular machine is getting slower by keeping track of everything that it has installed in it.
Recommendations to others considering the product:
I would strongly recommend this tool to every company that wants to keep its assets organised in just one platform.
They can be meaningfully grouped so that they are easy to find and to manage.
They can be meaningfully grouped so that they are easy to find and to manage.
Simple Modern ITIL
What do you like best about the product?
FreshService has a very simple but yet powerful interface.
What do you dislike about the product?
The search function can get clunky as it does not follow similar rules to google in terms of quotes and requires modifiers
What problems is the product solving and how is that benefiting you?
Being able to have quantifiable data to show to senior management on how many incidents and problems are solved each month along with getting people outside our department to easily review and approve changes when they affect their department has really improved our communication around changes.
Recommendations to others considering the product:
If you are looking for a simple modern take on ITIL that works great for a small team where many people ware lots of hats, then it's great and is a hosted product that allows it to continue to work even if on-prem resources are down.
it is great for small and mid market and fare enough to the big market
What do you like best about the product?
as per my primary read of the tool and the provided support from the fresh service team, I can really assure that the tool is working in a good way to provide better solution as ITSM, I encourage the developers team to keep update the tool to meet with ITIL 100%.
What do you dislike about the product?
currently I don't face any issue with the tool, I am using it from short time back, and support team are clarifying/solving issues always
What problems is the product solving and how is that benefiting you?
Incident management, I found that cloud could handle same as on premises
Fast response time, easy to setup, and easily integrates!
What do you like best about the product?
I love how fast their support team is able to respond and answer my questions for anything that I have. I also love how customize-able FreshService is, specifically with the form fields and Workflow Automator to automate various different requests that come in from our end users!
What do you dislike about the product?
I'm not the biggest fan on there being a lack of an apparent license tracking feature. This would make a great addition to FreshService if we could enter in various different information about licenses for software!
Personally, I'm also not a fan of the bright white color scheme. I'd love an integrated dark mode feature!
Personally, I'm also not a fan of the bright white color scheme. I'd love an integrated dark mode feature!
What problems is the product solving and how is that benefiting you?
I'm solving the problems of my company of having an actual ticketing system in place at my company, increasing efficiency with automating our workflow, creating accountability for ticket completions with SLA agreements, creating an front-facing request board through the Service Catalog, and a history log for previously completed tasks on various different devices.
Freshservice is very user friendly and easy to use for a novice
What do you like best about the product?
tickets dashboard gives the realistic diagramatic picture of the ticket status.
What do you dislike about the product?
i am not sure if freshservice has the feature I am requesting below, didn't have time to explore on this, but if it has this feature it will be really helfpul.
Currently there is no status called 'Resolved' . It would be good if we have 'Resolved' status which means the issue is resolved and once the user verifies it, this can be closed.
also, tickets in resolved status for a period of 2 to 3 days should automatically marked as closed if the user forgets to close the ticket.
Currently there is no status called 'Resolved' . It would be good if we have 'Resolved' status which means the issue is resolved and once the user verifies it, this can be closed.
also, tickets in resolved status for a period of 2 to 3 days should automatically marked as closed if the user forgets to close the ticket.
What problems is the product solving and how is that benefiting you?
For my job role, Freshservice is serving the purpose I need for.
Recommendations to others considering the product:
Can be definitely recommended and effective to use.
Overall good experience
What do you like best about the product?
Quick and easy to start designing and using
What do you dislike about the product?
For detailed processing of tickets, it's not as mature that I would expect. Software management tool is not mature yet.
What problems is the product solving and how is that benefiting you?
We can no separate our tickets from incidents and service requests. We also now are able to use an asset database and start building our CMDB and build our depository for all of our change requests to better assist our customers but also maintain our environment.
Recommendations to others considering the product:
Great, easy out of the box implementation for a small or medium size business.
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