Freshservice
Freshworks Inc.External reviews
1,272 reviews
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Good Experience so far
What do you like best about the product?
I like the general ease of use, especially when linking tickets and merging. Also the android mobile application is easy to use. I had an issue with tickets not opening, spoke to the support team and this was rectified within 15 minutes.
What do you dislike about the product?
The lack of an out of office function, would be very useful if this was implemented
What problems is the product solving and how is that benefiting you?
quicker to resolve tickets due to ease of use
Recommendations to others considering the product:
Excellent system and support
Easy to use, logical work flows
What do you like best about the product?
Information of each ticket can be easily accessed and/or addeded or edited.
What do you dislike about the product?
Nothing specific. Had no issues with it so far.
What problems is the product solving and how is that benefiting you?
Mostly incident tickets or change requests.
Easy to see who is currently viewing the ticket or has assigned it to certain users/teams.
Easy to see who is currently viewing the ticket or has assigned it to certain users/teams.
Excellect customer support tool
What do you like best about the product?
1. Scenario Automation: This feature is supper handy and an amazing time booster when it comes to updating ticket properties for tickets that are similar in nature.
2. Canned Responses: This feature also works extremely great for reoccurring tickets. Its saves Agents a ton of time and allows us to respond to our Clients very quicky, thus improving the quality of our service.
3. Bulk Actions: Again, just another great time-saving tool implemented by Freshservice.
4. One of the great features of Freshservice that I personally have a liking for is the Arcade mode. It really creates a friendly competitive workspace with my colleagues and me and has also led our Management team to provide monthly incentives to agents who top the leaderboards. I'm sure something like this would boost work morale in any IT environment.
2. Canned Responses: This feature also works extremely great for reoccurring tickets. Its saves Agents a ton of time and allows us to respond to our Clients very quicky, thus improving the quality of our service.
3. Bulk Actions: Again, just another great time-saving tool implemented by Freshservice.
4. One of the great features of Freshservice that I personally have a liking for is the Arcade mode. It really creates a friendly competitive workspace with my colleagues and me and has also led our Management team to provide monthly incentives to agents who top the leaderboards. I'm sure something like this would boost work morale in any IT environment.
What do you dislike about the product?
Team huddle should be private between the invited participants of the chat. Members who have not been @ in a chat should not be able to access the Team huddle on that ticket. They could, however, initiate a separate conversation and invite any member of the team, which will also remain exclusive to only those invited participants.
What problems is the product solving and how is that benefiting you?
Users often submitted very vague tickets whenever they encountered a problem. Their tickets would lack the information my team needed to evaluate and resolve their problems quickly. Freshservice helped me optimize and streamline to data that is submitted by users so that my support team provides even better service.
Recommendations to others considering the product:
My advice is that there is probably not a better solution out there than Freshservice at the moment. One of the great features of Freshservice that I personally have a liking for is the Arcade mode. It really creates a friendly competitive workspace with my colleagues and me and has also led our Management team to provide monthly incentives to agents who top the leaderboards. I'm sure something like this would boost work morale in any IT environment.
The best features of Freshservice
What do you like best about the product?
What I like about freshservice is the life cycles in all its modules, such as incidents, changes, releases.
This helps a lot since it is very associated with ITIL and helps a lot.
On the other hand, the part of the CMBD is very complete and very easy to fill, whether through the agent or an importer.
It really is very friendly and very efficient.
The way to categorize and times in the help desk is very good and easy to customize
This helps a lot since it is very associated with ITIL and helps a lot.
On the other hand, the part of the CMBD is very complete and very easy to fill, whether through the agent or an importer.
It really is very friendly and very efficient.
The way to categorize and times in the help desk is very good and easy to customize
What do you dislike about the product?
There is really nothing that I dislike, the only thing I could say that I would like is that the translations to other languages are more accurate and on the other hand the power to edit some things that are as default.
I did not like it that at the beginning there was not so much information, but now this does not happen anymore.
I did not like it that at the beginning there was not so much information, but now this does not happen anymore.
What problems is the product solving and how is that benefiting you?
I am adapting the tool to my processes and that can be a great advantage since my operation will be more efficient, it is not a problem but I am adapanto the cliclo of life.
Having everything aligned to ITIL helps and you can use it in an ISO certification process.
Having everything aligned to ITIL helps and you can use it in an ISO certification process.
Recommendations to others considering the product:
It is very friendly, the implementation is very simple and according to the use one learns more in the tool.
Very good ITSM tool.
What do you like best about the product?
Freshservice offers may useful and well designed functionalities, is easy to use, offers high level of setup (while being simple to do), is fast, and efficient. The user portal is also clear and can be used without training.
What do you dislike about the product?
Some lists (of tickets, of contracts, …) are almost "fixed", with no or few possibilities to customize.
No possibility to create reports on contracts.
No possibility to create reports on contracts.
What problems is the product solving and how is that benefiting you?
Freshservice is very useful to consolidate and keep track on requests and tickets, as well as to facilitate the communication with users. Automations help a lot to avoid human tasks with no add-value. Collaboration and communication has improved in the team.
Recommendations to others considering the product:
Take your time to setup it correctly.
Easy and complete
What do you like best about the product?
Easy to use and very customizable. It has multiple services, from helpdesk, to change management and asset inventory.
What do you dislike about the product?
Should give more flexibility to admin to deal with databases
What problems is the product solving and how is that benefiting you?
Helpdesk, change management and inventory management. Easy to link inventory and helpdesk to change management
Great product with an intuitive interface
What do you like best about the product?
Our organization has been using Freshservice for more than 2 years now and we are entirely satisfied. Particularly with the new workflow
What do you dislike about the product?
We are using the equipment check out and check in (or equipment reservation) and it's missing some features. Like, it would be great to get a reminder or set the due time to the return date...
What problems is the product solving and how is that benefiting you?
It made out helpdesk more efficient. We spend less time trying to figure out the ticket flow and more time on other aspects of our work.
Great complete IT solution
What do you like best about the product?
We like the integrality of the solution. You can assign a ticket to a product or a person without problem. The options of having the app in the cell phone allows you to easily have the information of a product by scanning the bar code, if the equipment is registered in the database.
The initial configuration work is a bit long, but it helps you improve your internal management processes.
The initial configuration work is a bit long, but it helps you improve your internal management processes.
What do you dislike about the product?
If the equipment is not previously created in the product catalog, as soon as you register a new asset, you must return to the product catalog.
What problems is the product solving and how is that benefiting you?
Clear management of incidents and queries on products
It's been a good experience
What do you like best about the product?
The way customizing has been made simple
What do you dislike about the product?
Some default items cannot be customized, like asset state
What problems is the product solving and how is that benefiting you?
Our helpdesk services and asset management
Great tool but it feels like a "In Progress" experience
What do you like best about the product?
The user interface, friendly graphics and customization and the mobile apps. The third party apps integration is a "winner" feature. If fresh by itself can't or don't have a "native" integration, you can search for an app and maybe that would do the trick! It's nice to see software willing to share their functionalities with another companies, that tell you a lot of the philosophy and vision of the company. Always willing to give more to the community and work with others, that is a very strong point for them.
What do you dislike about the product?
It constantly feels like a "Tool in progress", I've encounter a lot of flaws and restrains, I think they could add more "customize" tools and not to "force" the user to work like they think is the best way to do it. Every company is different and they try to standardize the whole process and operation.
What problems is the product solving and how is that benefiting you?
So far, tracking tickets, problems, changes and assets. Also, the integration with other tools/software.
Recommendations to others considering the product:
Like any ITSM software, the most important thing to do with them is extracting data and personalization, try and test both.
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