Freshservice
Freshworks Inc.External reviews
1,272 reviews
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External reviews are not included in the AWS star rating for the product.
Good Value with Easy setup and Great Support
What do you like best about the product?
Easy to setup and get running, on the higher plans everything you need is included.
Self service portal is easy to work with and for users to navigate.
Agents like the product and it's a great step up from our old system
Self service portal is easy to work with and for users to navigate.
Agents like the product and it's a great step up from our old system
What do you dislike about the product?
Deletion of agents upsets the call stats.
Some configuration isn't possible though it seems easy to implement
Lack of good Gsuite integration
Some configuration isn't possible though it seems easy to implement
Lack of good Gsuite integration
What problems is the product solving and how is that benefiting you?
Good statistic production, this has been improving steadily over the last 2 years, with reporting and dashboards now producing easy to work with call stats automatically.
Recommendations to others considering the product:
check it does what you need out of the box, as feature requests take time.
Great ticketing system
What do you like best about the product?
I love the Scenarios and canned responses features. I use this for our IT support team to handle repetitive tickets or sending to the proper groups and teams we have within our instances. I enjoy this ticketing service masks your email and has it just reply as the ticketing service. I love the fact we can have our assets within Freshservice as well
What do you dislike about the product?
I dislike only one person can be assigned to a ticket and only one person gets credit although credit for a ticket doesn't matter within our company. I also wish there was a way for Agents to mark themselves as Out of office vs an admin having to make a workflow.
What problems is the product solving and how is that benefiting you?
We are solving internal users issues problems by having them email our Freshserivce ticketing service and we tally out the tickets and assign to the proper groups or respond to the inquiry. This is much better at tracking users issues vs them slacking you and its a way to keep track of the many different issues users may have.
Awesome
What do you like best about the product?
Ticketing system and Inventory checklist with notification.
What do you dislike about the product?
Still, not yet interaction with workplace and other app VNC
What problems is the product solving and how is that benefiting you?
First, the track recorded of the call ticket and with the report. the instragetion small app helps a lot it get a proper report of assets to report ad we can track the assets in Org.
Recommendations to others considering the product:
Yes, we are suggesting freshservies to some of you NGO partners.
Very Solid and Customizeable platform
What do you like best about the product?
Workflow automator capable of many tasks. Wide array of plugins. Intuitive interface. Intuitive and fairly powerful Analytics interface (skip the reporting tool for complicated stuff, go straight to the more powerful Analytics tool.) Highly customizable in both aesthetic and function. So much of the portal just works....which is huge. While I'm going to list a bunch of criticisms, that's because this portal is so tantalizingly close to being perfect that I'm listing *everything* I could possibly want.
What do you dislike about the product?
SLA's cannot be run against custom ticket-fields.
SLA's offer setting up multiple "business hours" policies, but those policies are necessarily tied to a group(s). Would be nice to be able to apply different business hour-policies according to conditions we define (say, we want tickets with the value "A" in a custom field to be supported 12-hours a day, but those with "B" in the custom field we want the 8-hour business hours to apply.
The Workflow Automator can conditionally set "Priority" field, but cannot set the "Impact" and "Urgency" fields the portal uses to determine the Priority via the Priority Matrix. That said, you can just build your own matrix using custom fields and do it that way...you just need to then disable the Default Priority Matrix.
SLA's offer setting up multiple "business hours" policies, but those policies are necessarily tied to a group(s). Would be nice to be able to apply different business hour-policies according to conditions we define (say, we want tickets with the value "A" in a custom field to be supported 12-hours a day, but those with "B" in the custom field we want the 8-hour business hours to apply.
The Workflow Automator can conditionally set "Priority" field, but cannot set the "Impact" and "Urgency" fields the portal uses to determine the Priority via the Priority Matrix. That said, you can just build your own matrix using custom fields and do it that way...you just need to then disable the Default Priority Matrix.
What problems is the product solving and how is that benefiting you?
inventory management, ticketing, ITSM
Recommendations to others considering the product:
This is the closest thing to the "perfect portal" I have come across.
We've had to compromise on a few minor things, but overall this has been the most capable portal I have used.
We've had to compromise on a few minor things, but overall this has been the most capable portal I have used.
A Fine Product - With Minimal Shortcomings
What do you like best about the product?
The ease of setup with FreshService is great.
What do you dislike about the product?
There can be lacking features at times, but there seems to be more and more things getting added all the time. If I'm ever lacking something, it's usually not for long.
What problems is the product solving and how is that benefiting you?
We use it as our primary ticketing system. All requests are now routed through this as well. The portal has allowed users to answer their own questions with our published solutions. And we now have better business continuity all around.
Recommendations to others considering the product:
Just got for it. If you're looking for something nearly as good as ZenDesk, but for less cost, this is your answer.
Freshservice, full with features, and easy to set up
What do you like best about the product?
What I like the most about freshservice is the multitude of features it contains and how quickly they add new features or improve existing features
What do you dislike about the product?
The worst support experience I've ever had. Went to their website because I needed assistance, and used the "live" chat feature which promised average reply of 5 minutes, I got a reply after a couple days on email which told me they will look at my case and respond -- 6 days later still haven't heard anything back from them. At the same time opened an email ticket, hasn't even been acknowledged.
What problems is the product solving and how is that benefiting you?
We are solving our companies IT ticket submission with freshservice, by using the freshdesk software provided by freshservice.
It is a very effective performance measurement tool and more over it is a very user friendly tool.
What do you like best about the product?
The best thing i like about the freshservice is the support from the customer support. They are timely response to the query, always solve the problem in given time line.
What do you dislike about the product?
The Dislike about the freshservice tool is sometimes it could not sync with cloud server on time and also the main thing the customisation is not available according to us.
What problems is the product solving and how is that benefiting you?
We are basically using the freshservice for end user, so for us it is now much more reliable to resolve there issues in a timeline and also enhance the productivity of agent.
My FreshService Experience
What do you like best about the product?
FreshService is a very advanced ticketing tool with advanced features like the ability to sync AWS accounts, Pagerduty accounts etc... Also the new improved workflow automator is amazing and lets you automate many things such as change creation etc.. . To summarize my experience with freshservice so far for the past two years has been very good and I'm definitely planning on continuing the service for the years to come.
What do you dislike about the product?
Nothing So far. Everything seems perfect.
What problems is the product solving and how is that benefiting you?
Freshservice comes in very handy during audit times and also is easy to sync with AWS accounts.
Able to tailor fresh service to what we need
What do you like best about the product?
Fresh service allowed our company to move of off emails.
What do you dislike about the product?
every now and then i run into something that freshservice is missing. like maybe a live chat feature for agents.
What problems is the product solving and how is that benefiting you?
added visibility for the user and IT management to keep track of re-occurring emails
Beautiful for admin and end user
What do you like best about the product?
Ux is great from both the admin and end user portal. Integration with gsuite makes this makes this a game changer vs our previous product.
What do you dislike about the product?
Service catalog fields should be connected to incident form fields. Having to build lists multiple times is frustrating.
What problems is the product solving and how is that benefiting you?
Self service portal and being able to provide a clear concise message to our end users.
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