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.
Start-up ITSM Tools that provide good user experience
What do you like best about the product?
Simple, User-friendly, Evolutive, Visual & good support.
What do you dislike about the product?
Product is still young and some options / fonctionalty need to be improved / created.
What problems is the product solving and how is that benefiting you?
Support & End-user self service centralisation
Recommendations to others considering the product:
Good quality/price SD Tools & really easy to use by end-users
Fresh Service
What do you like best about the product?
I like the range of filtering options available for viewing tickets, which are very powerful. I also like the integrations supported, including SSO with Google and Jamf Pro for asset management.
What do you dislike about the product?
It's hard to maintain multiple conversations in a single thread - for example a conversation with an end user about a broken device, and a separate but related conversation with the vendor about a replacement - since the reply button forces the reply goes to the person who logged the ticket. While you can use the forward button, this doesn't maintain a consistent track of the email chain, so replies, etc. get cut out and the conversation can be disjointed.
What problems is the product solving and how is that benefiting you?
We use Fresh Service for tickets and change management primarily and will soon begin using it for asset management.
A great online tool with a lot of potential.
What do you like best about the product?
The company can have all the requested tasks in one place, and you can make reports of them. Also, they have a tool that make easier having information available for anyone called ¨Knowledge Base¨.
What do you dislike about the product?
There needs to be a way to make reports from the projects (individuals or in group) that are made in the platform. More tools to measure the projects and all the information in the platform, like weekly and monthly reports.
What problems is the product solving and how is that benefiting you?
Having all the requested tasks in, form of tickets, in one place.
Recommendations to others considering the product:
If you want all your information in one place or you don't want to have a lot of mails with the same requests, this is your solution.
Better than Good
What do you like best about the product?
Easy for admin even to manage.. quick backed support.. dashboard etc.
What do you dislike about the product?
if a multiple agent in different group.. machine learning should be there to decide whether will be suitable group to auto assign.
What problems is the product solving and how is that benefiting you?
this is being used at xceedance as a ticketing tool across all IT backend team.
Easy to manage
What do you like best about the product?
Pretty simple to understand. I've been using it for a day only and the trial give me a great feeling about the solution.
What do you dislike about the product?
The only thing I dislike for the moment, is the fact that I won't have everything the solution has to offer if I choose to got with a lower subscription. Wich is totaly understandable. Not mad about it.
What problems is the product solving and how is that benefiting you?
We are going to fix internal technical problem. Only concerning the information system and all the tools we are developping for our entreprise.
Recommendations to others considering the product:
Try it first to see if this suit your need's.
Has made a huge difference in our department's productivity
What do you like best about the product?
Easy to use and easy to train users on. Also, lots of features!
What do you dislike about the product?
Sometime there are too many option to customize. I think some customers may want a simpler system.
What problems is the product solving and how is that benefiting you?
Ticket priority and management SLA's. Also, we have historical data that we can report on. Reduced customer frustration and increased visibility into daily work.
Very responsive
What do you like best about the product?
Fresh service personnel are very available and always eager to help and assist
What do you dislike about the product?
chat facility not always manned by staff
What problems is the product solving and how is that benefiting you?
Incident management, problem management, change management
Recommendations to others considering the product:
The application is worth using. Make sure to integrate with AAD and use Sing sign on
Fantastic Service Without Hard work
What do you like best about the product?
The simplicity of setup and go is nice.
It takes no effort to provide the basic services needed and gives room to grow without question.
Definitely less expensive than other options without losing functionality.
Support is Extremely knowledgable
It takes no effort to provide the basic services needed and gives room to grow without question.
Definitely less expensive than other options without losing functionality.
Support is Extremely knowledgable
What do you dislike about the product?
Support can take a little longer than wanted
some functionality is price locked but the ones that are really wanted can be significantly more.
some functionality is price locked but the ones that are really wanted can be significantly more.
What problems is the product solving and how is that benefiting you?
Helpdesk Support with incident and Service Requests is the primary reason we purchased this SaaS.
Its Simpler and does more work than our previous Service by leaps and bounds. Being able to Round Robin tickets as well as Decrease ticket flow due to extra emails from cced people has been Extremely beneficial.
Its Simpler and does more work than our previous Service by leaps and bounds. Being able to Round Robin tickets as well as Decrease ticket flow due to extra emails from cced people has been Extremely beneficial.
Recommendations to others considering the product:
Fantastic product especially for the price. Consider the Growth potential as well as the Roadmap in store. not to mention the Features that are requested.
Freshservice review
What do you like best about the product?
Responsive, good and easy to use interface.
Seamless integration with office 365.
Straightforward to manage.
Seamless integration with office 365.
Straightforward to manage.
What do you dislike about the product?
There is no pagination option, to increase the number of tickets you can see on one page.
What problems is the product solving and how is that benefiting you?
We use it as our service desk ticketing system and with the workflow automator out tickets are sent to the right teams.
We track our assets (employees pc via the freshservice agent)
We track our assets (employees pc via the freshservice agent)
Fresh and clean by Freshservice
What do you like best about the product?
Features are great and it's easy to navigate
What do you dislike about the product?
Pricing should be flexible with the and assets
What problems is the product solving and how is that benefiting you?
Asset, service catalog, project management.
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