Freshservice
Freshworks Inc.External reviews
1,272 reviews
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FreshService Review
What do you like best about the product?
The ability to automate tasks.
Scheduling MI reporting - keeps the bosses happy.
The API is very easy to use - easy to access key and the documentation.
Scheduling MI reporting - keeps the bosses happy.
The API is very easy to use - easy to access key and the documentation.
What do you dislike about the product?
If I'm reassigning an incident I have to leave a note and then reassign the incident to a different quote.
Their could be more customisation to the reports.
Their could be more customisation to the reports.
What problems is the product solving and how is that benefiting you?
Third-line support issues.
Giving more in-sight to common incidents - already reporting this back to Operational areas.
Giving more in-sight to common incidents - already reporting this back to Operational areas.
Recommendations to others considering the product:
The ability to automate tasks is second to none - this is a massive time-saver for users in my organisation.
Good ecperience
What do you like best about the product?
The creation of tickets is easy and also the creation of assets.
What do you dislike about the product?
Sometimes it's a Little be difficult to find steps for the solution in the desceiption
What problems is the product solving and how is that benefiting you?
I had the Problem to configure the E-Mail Settings correct because I missunderstood something in the descrption.
Satisfactory help desk portal.
What do you like best about the product?
I reskinned the website using css and freshservice's saas platform made it easy to customize our help desk portal.
What do you dislike about the product?
The ticket sorting can be improved. Maybe freshservice should have a small query language for searching tickets.
What problems is the product solving and how is that benefiting you?
Software and website troubleshooting. I like getting notified when a new ticket is created and has been assigned.
Great tool
What do you like best about the product?
Freshservice does "just what it says on the tin". It makes users feel important and their problems listened to.
What do you dislike about the product?
I can't think of any element of Freshservice that I dislike.
What problems is the product solving and how is that benefiting you?
The tool has made service much easier. Users like it, techs like it.
Recommendations to others considering the product:
Freshdesk is simply great!
Freshservice rules!
What do you like best about the product?
It's easy and simple yet very complete. It's very good for ticket management.
What do you dislike about the product?
When ticket is "Resolved" and a user places a note on it, the ticket does not get reopened.
Some of fields are mandatory and cannot be removed.
Some of fields are mandatory and cannot be removed.
What problems is the product solving and how is that benefiting you?
It helps organize my work and my teams work. No more lost emails or requests that were not resolved.
Recommendations to others considering the product:
It's easy to use and to configure. Plus, you can have different set ups for different clients.
My experience so far with Freshservice is awesome.
What do you like best about the product?
The thing I like the most about Freshservice is that you don't have to configure anything in the console, everything is already pre-built you just have to enable the feature and use it.
What do you dislike about the product?
The asset tag printing is the one I dislike, but it's not a huge issue I have other ways to do it. But, if there is an option in the Freshservice itself it would be nice.
What problems is the product solving and how is that benefiting you?
Asset management is one of the huge problems that I have overcome with Freshservice.
Freshservice for ICT Support: fast, smart and reliable
What do you like best about the product?
I think that the best thing of Freshservice is the graphical interface and theme, all of you need for resolve and monitor tickets is on 1 or 2 windows, we can manage easy a lot of tickets per agent
What do you dislike about the product?
I think that searching form could be improvable, not always find everythings about tickets and should search first requester or other keywords
What problems is the product solving and how is that benefiting you?
We solve the main problem of internal IT support, we route all IT support request through Freshservice Portal that now could be accessible also from outside our headquarter and branch offices
Ticket Management
What do you like best about the product?
The whole process of ticket management, starting with how easy it is for a customers to interact with our information and technology department via the system when seeking for resolutions to their requests.
What do you dislike about the product?
I realized that I have no rights of access to some simple configurations like changing the signature for system generated mails and reports. I had to contact the Freshdesk support team to do it for me.
What problems is the product solving and how is that benefiting you?
Keeping track of user problems, asset management and appropriate reporting concerning our services to customers
Recommendations to others considering the product:
This is a good system especially in asset and ticket management.
Make IT ticketing easier.
What do you like best about the product?
It helps our requestors and agents in having a single platform from reporting issues or service request to managing and having an on-hand solution via the service portal. It made our IT ticketing easier, effective, and modern.
It addresses our goal in reducing the reporting and response time on any issues or service request.
It addresses our goal in reducing the reporting and response time on any issues or service request.
What do you dislike about the product?
The feature that we dislike from FreshService is the management of software inventory. Not able to delete/remove the software from the list is over reason.
What problems is the product solving and how is that benefiting you?
Both the requestor and agents (IT personnel) in using the FreshService resulted in the faster reporting and response time to IT problems and service request. The system also helped us to meet our goals in reducing the use of paper for our IT service management record keeping.
Recommendations to others considering the product:
Try FreshService first to see what plan is ideal for your company.
Review of Fresh Service
What do you like best about the product?
I enjoy the simplicity of the interface. I also like that they are making updates to improve the product. It isn't a static product and suggestion can lead to improvements.
What do you dislike about the product?
I think there could be a bit more robust reporting tool build in, but it is a minor complaint.
What problems is the product solving and how is that benefiting you?
Freshservice helps me track my companies support tickets. This helps us figure out trouble areas and we can make adjustment to how we do things so that we can improve our support of our customers.
Recommendations to others considering the product:
If you are looking for a clean and easy to use interface to mentions your incidents and for simply reporting I don't think you can get much better. It is a nice robust ticketing system without be overly cumbersome and complicated to use.
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