Freshservice
Freshworks Inc.External reviews
1,272 reviews
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Providing Corporate IT services across our companies
What do you like best about the product?
I like the ability to change to the MSP portal and have multiple SSO connections for each of the companies in our organization.
What do you dislike about the product?
The software management does not take into account cloud services.
We cannot manually add software to a user which makes us unable to fully view all of the software a user has assigned to them. For example, salesforce licenses don't have an install so they don't show up for a user.
We cannot manually add software to a user which makes us unable to fully view all of the software a user has assigned to them. For example, salesforce licenses don't have an install so they don't show up for a user.
What problems is the product solving and how is that benefiting you?
We are solving the problem of silo'd information. This service is allowing us to combine incidents (help desk), asset management, and software management.
We have also started using problems, changes, and releases to track changes to systems.
We have also started using problems, changes, and releases to track changes to systems.
Great
What do you like best about the product?
Workflow Automation
Discuss Function
Reporting
Discuss Function
Reporting
What do you dislike about the product?
1) Can't connect the assets to the service request information in the reporting section (all-in-one report) you can only see how many service requests per assets without the details of each asset
2) Can't have more than 2 dynamic fields
3) Can't copy-paste some elements of the workflow
4) Can't delete certain fields in the left area as it is meant for IT purposes (ex: category which is IT related)
5) Can't highlight information in a service request - Only at the top
6) In a Service Request, you can't have multiple Service Items in one workflow otherwise it doesn't get trigger
7) While updating a ticket in a Service Request, the workflows don't get trigger from changing an answer from yes to no for example
2) Can't have more than 2 dynamic fields
3) Can't copy-paste some elements of the workflow
4) Can't delete certain fields in the left area as it is meant for IT purposes (ex: category which is IT related)
5) Can't highlight information in a service request - Only at the top
6) In a Service Request, you can't have multiple Service Items in one workflow otherwise it doesn't get trigger
7) While updating a ticket in a Service Request, the workflows don't get trigger from changing an answer from yes to no for example
What problems is the product solving and how is that benefiting you?
Supply Chain Incidents
Excellent!
What do you like best about the product?
Ease of use and GUI. It is very friendly.
What do you dislike about the product?
MI could be better. Some of the reports are useful but might require some further developing allowing the end user setting up its own reports in a easier way.
What problems is the product solving and how is that benefiting you?
I have been able to monitor all the helpdesk activity at a glance
Recommendations to others considering the product:
Give importance to creating a robust catalog
I am the main technician working on configuration of Fresh Service and completing tickets for our Co
What do you like best about the product?
I like how much of Fresh Service is configurable and customization.
What do you dislike about the product?
I wish more control and options were available on the end user side.
What problems is the product solving and how is that benefiting you?
We are creating two OKTA SSO integrations and two Support Portals.
One for internal staff, one for external users.
One for internal staff, one for external users.
Recommendations to others considering the product:
I would like a weekly meeting/call with our Point of Contact with Fresh Service to go over any and all issues we have with Fresh Service.
Great Product!
What do you like best about the product?
The implementation of the product was fast and we received support the entire way.
The aftersales support is also amazing and we will receive a response within an hour easily.
The aftersales support is also amazing and we will receive a response within an hour easily.
What do you dislike about the product?
There's a couple of processes that need to be done in a certain way, which weren't obvious to me. So sometimes I'd have to contact support to find the right way to do things.
What problems is the product solving and how is that benefiting you?
We now have much better analytics of our service desk and a formal change management process.
We also find the asset management tool useful.
We also find the asset management tool useful.
Recommendations to others considering the product:
Get a trial and try the product out!
Feedback after 1 year of use
What do you like best about the product?
The simplicity and ergonomics of Freshservice.
What do you dislike about the product?
The French translation of Freshservice is not complete.
What problems is the product solving and how is that benefiting you?
Freshservice allows me to implement ITIL processes while adapting them to my operations.
Best Ticketing system which will fit in for any type of organization
What do you like best about the product?
All features of FS, Customization of FF and work automate flow
What do you dislike about the product?
Delay in online support, Not all the time
What problems is the product solving and how is that benefiting you?
Yes
Recommendations to others considering the product:
I Recommend to use FS which will help your work to automate and record the issues.
Great and useable service
What do you like best about the product?
Asset tracking and its integration to ticketing
What do you dislike about the product?
Complex Backend management. It is sometimes complicated to do admin work if you are not familiar with the service.
What problems is the product solving and how is that benefiting you?
Ticket Management, asset tracking.
Recommendations to others considering the product:
Be sure to consult help pages and ask for help. There is lots of competent and accurate information available.
Workflows make processes easier
What do you like best about the product?
The way that custom workflows can be easily built makes configuration of your processes a cinch.
What do you dislike about the product?
We are in the process of a trial period so haven't yet fully played with all of the features, but so far it seems good.
What problems is the product solving and how is that benefiting you?
This solves multiple problems for asset management and employee on-boarding.
Recommendations to others considering the product:
It works well with Freshdesk and allows support tickets raised by customers that have an internal focus to be appropriately routed.
New Customer Experience
What do you like best about the product?
FreshService is a solid tool that is getting the job done for my team. I am happy with the level of customer service and response from their techs. They have spent time and energy helping me customise my FreshService instance and it has taken me only 2 weeks from gaining access to being production ready. The automation, scenarios and templates have been easy to use and set up so it will improve the productivity of my team. I also like the general look of FreshService, it feels clean and modern.
What do you dislike about the product?
The level of customisation is not where I'd like it to be. It does require FreshService to step in and create apps for me to have what I need working. I appreciate the Feature Request forum for me to add my suggestions though. The Onboarding module is new and not very useful in that you have to onboard using the FreshService method. I am hoping this improves with time. I'd really like more ability to customise the analytics and dashboards, out of the box is not very extensive yet.
What problems is the product solving and how is that benefiting you?
I now have a customer portal that is client facing and this will be really useful for our business. Change control is also a really useful module to have as before we were not very mature in this process and this will move us forward and reduce risk.
Recommendations to others considering the product:
This is a tool that is good for small to medium-sized businesses. If it was more customisable I'd increase that to cover all demographics.
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