Freshservice
Freshworks Inc.External reviews
1,272 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Clean Software that does almost everything right.
What do you like best about the product?
I like how simple the site looks and the control bar on the left. Reporting is also very easy to use and helps us identify ticket
What do you dislike about the product?
I really dislike the search function.
It is difficult to search old tickets to use for reference.
I would recommend being able to search tags for the tickets by adding "#" behind the word.
It is difficult to search old tickets to use for reference.
I would recommend being able to search tags for the tickets by adding "#" behind the word.
What problems is the product solving and how is that benefiting you?
All kinds of IT problems are being solved with freshservice. The flexibility of how it handles email and updates tickets is really good.
A productive and a modern solution
What do you like best about the product?
Simple to set up with a strong Automator for ticket handling. Easy to use for non-IT personnel. Modern feel for both browser and phone app.
What do you dislike about the product?
Lacks out-of-the-box functionality around access control when bringing several teams in one instance with multiple business needs. Solved with 2 instances.
What problems is the product solving and how is that benefiting you?
Unify support in one experience for both end-users and support consultants.
Freshservice improves IT service management
What do you like best about the product?
Freshservice is exceptional service to manage the IT system of our organization. It is easy to implement and the interface is user friendly. It provides functionality to automate and improve the management of tasks, provides fluidity to communications between the support and the client. Boosts the efficiency of our IT team to solve problems in less time.
The integrations connect the software to our environment, improving the workflow.
The integrations connect the software to our environment, improving the workflow.
What do you dislike about the product?
It is a software full of functionality, it is difficult to find any relevant flaw to highlight. I have no complaints, I am satisfied with this product.
What problems is the product solving and how is that benefiting you?
Ticket management and knowledge base accelerate problem solving. The reports provide key information to improve our performance and plan projects.
Its multiple tools increase efficiency and improve collaboration between the IT team.
Its multiple tools increase efficiency and improve collaboration between the IT team.
Recommendations to others considering the product:
I could recommend it to strengthen the workflow of the IT service. It offers plans tailored to the needs of users.
Very good support
What do you like best about the product?
I had a support issue with Freshservice and their response was very fast and comprehensive.
What do you dislike about the product?
Freshservice is a little pricey so we have to keep the number of users down.
What problems is the product solving and how is that benefiting you?
Improving and streamlining our helpdesk processes.
Best in markert
What do you like best about the product?
the features and automation's i can use.
What do you dislike about the product?
default fields - the administrator does not have an option to remove the default fields directly.
There is lot of confusion among the support team, timely support is not provided when there is a requirement to set up the tool.
There is lot of confusion among the support team, timely support is not provided when there is a requirement to set up the tool.
What problems is the product solving and how is that benefiting you?
Problems - I can not modify the default field on my own, need to contact Freshservice for the same.
Benefits - The tool has changed the way support has been all these days, I have used many other tools like remedy and service now compared to these kind of tools and others in market. Freshservice has automated a lot of thinks and makes easy for me to setup customer support to my customers
Benefits - The tool has changed the way support has been all these days, I have used many other tools like remedy and service now compared to these kind of tools and others in market. Freshservice has automated a lot of thinks and makes easy for me to setup customer support to my customers
Recommendations to others considering the product:
Simple and easy
Best for IT or IT service companies
What do you like best about the product?
Freshservice is an all in one solutions, support, knowledge data base, problems, contacts, projects and much more.
What do you dislike about the product?
Didnt have a Full integration with Freshdesk and does have an integration with Freshsales.
What problems is the product solving and how is that benefiting you?
All the operation of our IT service companie
Recommendations to others considering the product:
Please make a full integration for freshsales and Freshdesk
Freashservice services
What do you like best about the product?
Platform is user friendly, does what it says. It gives us easy access to Service desk ticket be it from desktop, tablet or mobile
What do you dislike about the product?
We need few more capabilities on reporting. In addition to this if platform can give open APIs we can create our own dashboards by getting data from platform
What problems is the product solving and how is that benefiting you?
Timely Interactions with our L1, L2 and L3 support teams. Certainly productivity increased among the team and enabled us to give proper services to the users
Recommendations to others considering the product:
If you are looking for productivity increase and ease of using service desk, go for Freshservice
Lots of Features, Huge Learning Curve
What do you like best about the product?
It has a lot of the functionality we need in a HelpDesk suite, and the analytics are great too. The most surprising feature was the gamification, though. The badges are oddly a great motivator for my team.
What do you dislike about the product?
Our migration from our old helpdesk system was very messy. It felt like there was no set process in place and that they were figuring it out as they went along. It took about a month and a half and two retries before our migration was complete.
The app is also a bit slow when loading tickets. The longer and more fleshed out a ticket is, the less "smooth" the ticket loads and appears. I have to let a ticket load for about 30 seconds before I can touch it.
Also, the learning curve is a bit steep. We're still finding things out or realizing that we should be doing things a different way than we are.
The app is also a bit slow when loading tickets. The longer and more fleshed out a ticket is, the less "smooth" the ticket loads and appears. I have to let a ticket load for about 30 seconds before I can touch it.
Also, the learning curve is a bit steep. We're still finding things out or realizing that we should be doing things a different way than we are.
What problems is the product solving and how is that benefiting you?
There was an issue with workflows crossing on tickets. Two techs would send a reply to the customer at the same time and it was embarrassing for us. With Freshservice, it is clear who is replying to a ticket at that exact moment you are and also see who is watching it.
Problem, change and project tracking is also helpful, as we were missing that in our workflow. But now we have processes set out for us and we are able to work together better.
Problem, change and project tracking is also helpful, as we were missing that in our workflow. But now we have processes set out for us and we are able to work together better.
Recommendations to others considering the product:
If you're willing to work at setup a bit, this suite is great. It has all the bells and whistles that you'd expect and look for, but the way some parts of the sutie is designed leaves you with some questions.
Great Ticketing software
What do you like best about the product?
There's a lot of great features and the tiered pricing to access those features is great. I love the automation tools to auto flag tickets a certain way. I like that i ingegrates with our monitoring service to auto create tickets on things. The scheduling of tickets is great too.
What do you dislike about the product?
The only dislike I have is the max 30 ticket view. This can be troublesome if you get spammed or have your monitoring service send in a bunch of false positives.
What problems is the product solving and how is that benefiting you?
It works well for us to assign tasks to different team members and to communicate well on what has been done and needs to be done.
Recommendations to others considering the product:
Try it, they offer a trial. Try out the workflow automator it's easy to setup and powerful.
very helpful
What do you like best about the product?
its great for making tickets and tracking inventory
What do you dislike about the product?
running reports are not accurate or easy to set up
What problems is the product solving and how is that benefiting you?
inventory issues. and our ticketing system.
showing 321 - 330