Freshservice
Freshworks Inc.External reviews
1,272 reviews
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A fresh solution to old problems
What do you like best about the product?
Easy to filter tickets, easy to merge tickets related to the same issue, easy to forward tickets to another team or individual.
What do you dislike about the product?
Extremely tight control over who can add a "canned response". I understand that canned responses for _everyone_ to see should be tightly limited in a group as large as ours, but I should be able to have my own library of canned responses that I use frequently, rather than having to send them to an Admin and wait for them to add them - even if I'm the only person who will ever use them.
What problems is the product solving and how is that benefiting you?
I use it to track help requests that come in to a variety of specific email accounts. Tickets are routed to teams based on the email address the request was sent to, but they can be reassigned if necessary.
Very Organized
What do you like best about the product?
I Like the fact that our entire team can view an organized library of all of our assets both in the field and in reserve. and they can pull up any information about them like software installed reliance etc to assist in solving their service tickets. I can login and see the overview of tickets and also check what the last auddit daate was on all the PCs deployed through the warehouse
What do you dislike about the product?
some of the features are lacking or I can't figure out how to utilize them the way we need.
ie a better way of cataloging software and registration serial numbers, links to renew, etc.
more intuitive way of submitting tickets for your equipment. Maybe add a way to screen share directly from the helpdesk, or file share, or send notifications to users on their desktop, i.e. please logout of .... back up starting in 10min or notify of planned server downtime via popup from freash service tray app
ie a better way of cataloging software and registration serial numbers, links to renew, etc.
more intuitive way of submitting tickets for your equipment. Maybe add a way to screen share directly from the helpdesk, or file share, or send notifications to users on their desktop, i.e. please logout of .... back up starting in 10min or notify of planned server downtime via popup from freash service tray app
What problems is the product solving and how is that benefiting you?
all assets now have details stored for them that we can pull up vs. starting from scratch every time we had a service request before.
before unless the tech had his own note book with computer details he had to sit down and figure out what versions were installed what the serial numbers were what drivers were needed who uses the computer etc. Now the tech can prep before interupting the work station flow, he can look through installed software find drivers needed before the service call starts. also its good for tracking exteneded warrenties, planned matenance, static Ip addresses, as well as service history
before unless the tech had his own note book with computer details he had to sit down and figure out what versions were installed what the serial numbers were what drivers were needed who uses the computer etc. Now the tech can prep before interupting the work station flow, he can look through installed software find drivers needed before the service call starts. also its good for tracking exteneded warrenties, planned matenance, static Ip addresses, as well as service history
Recommendations to others considering the product:
NA
It is a practical and agile solution
What do you like best about the product?
It is an easy to set up, the UI is intuitive and is a flexible and customizable system. Provides automation to expedite troubleshooting. Multi-channel support improves the reception of queries from email, chat or phone. It facilitates the management of communications with users.
Reports include customization features to easily visualize the data of interest.
Reports include customization features to easily visualize the data of interest.
What do you dislike about the product?
So far I have not found anything that fails in this service.
What problems is the product solving and how is that benefiting you?
Improves the visibility of all our operations, increases productivity. Simplifies problem solving.
Recommendations to others considering the product:
Freshervice is reliable and useful for automating multiple tasks.
Enjoying Freshservice and learning how deep it goes
What do you like best about the product?
I really enjoy the interface and how quickly I was able to set it up. Being able to combine tickets and turn them into Problems. I really do like that everything is all in one place to administer and I don't have to install other modules. The dashboard is a great place to log into and see at a glance what is currently being worked on or what is overdue. The training videos are also a great tool they you.
What do you dislike about the product?
That being said I wish it was a little more robust and I was to more easily tie tickets and problem together. I wish that you had the ability to integrate with NetSuite. I wish it was easier to take solutions to problem and ticket and turn them into a Knowledge base documentation. The Analytics doesn't really seem to be working that good or I might not be using them correctly.
What problems is the product solving and how is that benefiting you?
I am a one-man army Administrator and this helps me keep track of all the issue that arise. I can track and see trends with my users. I am still learning all of the different reports so that I can show our owner team what I am doing. This helps me be able to have an answer to why things might night get done as quickly as they would like because of the fires I am putting out.
Recommendations to others considering the product:
Make sure you buy the level that you need.
Outstanding IT services management tool
What do you like best about the product?
The software implementation is simple, UI / UX is user-friendly. The ticket management tools are intuitive and customizable. It increases the efficiency of incident management since it allows you to connect with IT specialists in the same workspace. Supports task automation, SLA management and agent collision detection. The mobile app is critical to take action at the appropriate time.
What do you dislike about the product?
Nothing. The product offers many useful features. By far, Freshservice is one of the best services we have implemented.
What problems is the product solving and how is that benefiting you?
It reduces the response time to inquiries. It allows objectively prioritize queries, helping the team to focus attention on the search for customized solutions for each case. Increase the quality of service.
Recommendations to others considering the product:
The subscription has a relatively low cost. It is a flexible and scalable solution.
A Fresh Service Desk tool
What do you like best about the product?
I like the UI, it's great and customisable to your needs. The layout is pleasing to the eye and the functionality comes with it
What do you dislike about the product?
Although there are a lot of integrations, there are not a lot to cover our particular software suite
What problems is the product solving and how is that benefiting you?
We have utilised the onboarding feature to fully redesign our onboarding process and make it a lot more streamlined
Recommendations to others considering the product:
Check that you can integrate your software if that's a needed feature
Intuitive application, easy configuration, full features, process oriented and easy to deploy!
What do you like best about the product?
The workflow automator tool is excellent and allows for quick configuration of workflows based on our requirements.
What do you dislike about the product?
Requester groups are not available in the workflow tool so I had to manually add a group of users to a few workflows.
What problems is the product solving and how is that benefiting you?
Freshservice is allowing us to take advantage of all of the ITSM capabilities and is a driving force behind maturing our internal service delivery processes.
Very Positive and responsive
What do you like best about the product?
The rapid feedback and response to my inquiries
What do you dislike about the product?
There was nothing we disliked so far. We just evaluated the product.
What problems is the product solving and how is that benefiting you?
Service Desk ticketing system
Support is amazing!
What do you like best about the product?
Anytime I call, email, or chat with anyone from FS, I get fast detailed assistance.
What do you dislike about the product?
I want FS to handle everything during my day. I wish it was grown out to handle offboarding, role changes, onboarding more effectively.
I would love to have automated tickets with checkbox lists of tasks. For ex. a list of software per role, per department. Some hired in Department A, with Title B, get this list of software provisioned, and it can be managed in a ticket.
I would love to have automated tickets with checkbox lists of tasks. For ex. a list of software per role, per department. Some hired in Department A, with Title B, get this list of software provisioned, and it can be managed in a ticket.
What problems is the product solving and how is that benefiting you?
Allows our team to communicate with each other and manages tasks.
Freshservice provides key features to manage problems
What do you like best about the product?
It's easy to set up. It provides complete knowledge base to learn to use the software quickly. The interface is user-friendly and easy to navigate. It provides multi-channel support, facilitating communication with users via e-mail or self-service portal.
Another thing I like is that it accelerates problem management and promotes teamwork.
Another thing I like is that it accelerates problem management and promotes teamwork.
What do you dislike about the product?
I don't dislike anything about the software. It has the essential features we need.
What problems is the product solving and how is that benefiting you?
The data collected by the software is valuable for decision making. It is flexible, improves management and makes operations more efficient.
Recommendations to others considering the product:
It is useful for unifying IT support.
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