Freshservice
Freshworks Inc.External reviews
1,272 reviews
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Freshservice has been fantastic!
What do you like best about the product?
There are so many things about Freshservice that I enjoy: ticket organization and classification, inventory access with details about devices, customizable service requests, so many reporting options, feedback system for user input. Really, this list could go on and on. Suffice it to say that Freshservice has many tools ready for you to utilize. Having app integration can really extend functionality as well.
What do you dislike about the product?
Sometimes new features release in beta, such as software inventory management, and are very limited in features. Perhaps more time in development for new features would be best so that, when released as betas, users can get a fuller sense of what the new feature will be like.
What problems is the product solving and how is that benefiting you?
Since we can link assets with incident tickets we can quickly identify machines that may be having critical problems. Having one resource for inventory helps us to know what is on hand at all times, with specifics about the machines that would be difficult to manage in something like Excel. There are also nice tools for collaboration between agents in our department. This allows our team to put our heads together in order to resolve some of the trickier issues that come our way.
Recommendations to others considering the product:
Consider what you're using now not only as a ticket/help-desk service...but also inventory management and what other applications you're using. Freshservice has proven to be a one-stop destination for a multitude of features that allows for management in one system. Freshservice has made things simpler for our IT department.
Room for growth, but always growing
What do you like best about the product?
The visual simplicity makes it easy to recommend to many different kinds of organizations, but especially ones in which agents aren't always going to be specifically trained IT professionals.
What do you dislike about the product?
Some of the features are a bit simple, especially for the price. In particular, the project management side of the package needs work. Thankfully, I've been told that this is being worked on.
What problems is the product solving and how is that benefiting you?
Being able to track long-term issues or tickets that may take over a month to complete has been a tangible benefit.
Good service for daily use
What do you like best about the product?
Its ease of use, and that it helps us formalize the company's tickets
What do you dislike about the product?
Nothing in particular, maybe that I don't have a spell checker.
What problems is the product solving and how is that benefiting you?
Agility in the daily work of the department.
Recommendations to others considering the product:
I would just like to have a spell checker when writing an email, thanks.
Stable system with many features and not too complex to learn
What do you like best about the product?
We use this service from before it was called that. The free version has always been enough for our small business, but we have had the opportunity to propose it to a large company successfully. The system is stable and allows you to settings many features and personalizations with small training.
What do you dislike about the product?
For the moment the system works perfectly for our needs
What problems is the product solving and how is that benefiting you?
We use this system to track and manage all tickets and resolution times. The advantage is the great tracking without loss of all communications.
Recommendations to others considering the product:
For the moment no recommendations...
Delivery of high quality services.
What do you like best about the product?
It fascinates me because you can maintain an excellent database for all the activities in progress and solve problems with simple searches. The portal and its navigation are easy to use; In addition, if you ever need help or have a question, the support team is available immediately. Another important fact that makes this program fantastic is that you can create your own forms, indicate the anticipated delivery and specify the costs.
What do you dislike about the product?
Freshservice does not have such a wide integration library, basically it is not a bigger problem but I would like to improve this element. In addition, adding more reports would be good since the available reports are very restrictive. I would only complain about this pair of things, the rest is an effective program.
What problems is the product solving and how is that benefiting you?
In DockYard Inc we have been able to create workflows and customized scenarios for very different support teams with this excellent program, besides that the automation options and the general flexibility of the product are also very positive characteristics that bring us benefits.
Recommendations to others considering the product:
I recommend it because it stands out in problem management, change management and launch management; I think it is important that the information that is entered in the system can help to make decisions, solve problems and monitor the return on investment. It is also very suitable users they want to access information such as tips, configuration standards and verify the status of their own tickets.
Great product!
What do you like best about the product?
The versatility of Freshservice is what I like best about it, its customizable to your needs and easy to configure.
What do you dislike about the product?
My only complaint would be that it is hard to find somethings from time to time, but fresh solutions and customer support are great and help me through whatever I need.
What problems is the product solving and how is that benefiting you?
Asset management and a help desk ticketing system were the big focus for us and Freshservice has made the process so much smoother. As stated before the ability to customize the ticketing system and have items auto assign to groups or agents is great.
Easy to use helpdesk platform
What do you like best about the product?
- Easy to raise tickets to various departments, either via email or Freshservice Portal
- Intuitive interface which allow users to browse popular solutions and services to minimise the amount of tickets
- Requesters are always informed about the status of their request (via email and Portal) as well as who handles the request
- Single sign-on allows logging in to the Portal, hassle free
- Integration with various other tools like Slack
- Intuitive interface which allow users to browse popular solutions and services to minimise the amount of tickets
- Requesters are always informed about the status of their request (via email and Portal) as well as who handles the request
- Single sign-on allows logging in to the Portal, hassle free
- Integration with various other tools like Slack
What do you dislike about the product?
As a Freshservice user, there is nothing I dislike from this product.
What problems is the product solving and how is that benefiting you?
Allow requests to be handled promptly without falling through the cracks
Ownership and accountability of requests
Ownership and accountability of requests
Simple and responsive interface
What do you like best about the product?
The freshservice app is very impressive.
What do you dislike about the product?
Would prefer the report options to be more user-friendly.
What problems is the product solving and how is that benefiting you?
Our users are now engaging more with logging IT support tickets because of FreshService and are using the solutions section to resolve common faults without constantly contacting IT support.
Recommendations to others considering the product:
Trial it with a few members of staff and you will find it is very good at engaging users to log IT tickets when they would usually just come and disturb you instead while you are busy with other users.
Great system for managing a Service Desk and improving all the time!
What do you like best about the product?
The ability to track tickets (incidents and service requests), assets, problems and changes all in one place.
Additionally, the UI is mostly great and intuitive and the support staff at Freshservice are friendly and helpful.
The Workflow Automator is also fantastic as it allows you to modify and route tickets according to your own criteria.
Additionally, the UI is mostly great and intuitive and the support staff at Freshservice are friendly and helpful.
The Workflow Automator is also fantastic as it allows you to modify and route tickets according to your own criteria.
What do you dislike about the product?
There is some UI clunkiness, mainly in constructing search criteria however I'm sure these will be addressed soon. Their rolling release cycle and constant updates have ironed out many of my previous gripes. They seem to listen to requests for new features and UI tweaks.
What problems is the product solving and how is that benefiting you?
Freshservice allows us to manage all of our Service Desk tickets and Assets in one place and has really useful analytics and reports. Self-service for users is facilitied by the ability to write solution articles
It is an invaluable tool for our small team when managing our large user base and managing their expectations.
It is an invaluable tool for our small team when managing our large user base and managing their expectations.
Recommendations to others considering the product:
Freshservice is doing a lot of things right and is continually improving. It's our total solution for Service Desk management and integrates really well with other services and software.
Freshservice has been wonderful
What do you like best about the product?
Freshservice is easy to navigate and to use. We like how easy it is to customize it to fit our needs.
What do you dislike about the product?
We wish the reporting features were more robust. We have to export raw data into Excel to get the metrics we are looking for.
What problems is the product solving and how is that benefiting you?
We are able to prioritize our work more efficiently. With the SLA policies we can keep our tickets updated and/or resolved in a timely manner.
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