External reviews
External reviews are not included in the AWS star rating for the product.
Freshservice the Goats
What do you like best about the product?
I love how easy it is to manage tickets and to claim and organize them into groups.
What do you dislike about the product?
Wish some things were easier to find other than that is perfect.
What problems is the product solving and how is that benefiting you?
Its solving the issues of too many tickets and no way to organize them.
- Leave a Comment |
- Mark review as helpful
Great range of tools, so easy to integrate and use.
What do you like best about the product?
Freshworks offers a very user-friendly interface. The ease of setup is there and its ability to manage customer interactions across multiple channels like email, chat, and phone, while linking tickets across has helped us.
The automation features, such as ticket routing and canned responses have also been a great use-case for us.
Additionally, the analytics and reporting tools provide valuable insights to optimize team performance.
The automation features, such as ticket routing and canned responses have also been a great use-case for us.
Additionally, the analytics and reporting tools provide valuable insights to optimize team performance.
What do you dislike about the product?
The mobile app is very limited compared to the web version. Also, sometimes the agent responses can vary while setting up certain features, which leads to confusion and so much back & forth.
What problems is the product solving and how is that benefiting you?
We used freshworks to streamline our customer support by centralizing inquiries from multiple channels into one platform. It helped us in reducing response times and improving issue resolution. Its automation features handle repetitive tasks like assigning tickets, which could be done by setting up automation logics. This has led to increased team productivity, better customer satisfaction.
Fresh Service Newbie
What do you like best about the product?
The overall structure is highly customizable, and the backend development team demonstrates relentless dedication to continuous improvement. Their commitment to refining and enhancing integrations ensures the product is always evolving, making their drive a refreshing and inspiring force.
What do you dislike about the product?
Some features could benefit from further refinement, particularly the service bot integrated with Teams. It appears that its functionality could be expanded to enhance interactions with our customers more effectively.
What problems is the product solving and how is that benefiting you?
They are continuously updating the product which each and every feature being added helps our company in some sort of way.
Great servicedesk software that integrates with almost anything
What do you like best about the product?
Simple, cloud based, ticketing system. Straightforward integration, and nicely pulls up user info with tickets. Has a lot of features under the hood as well, and a great amount of customization. Kind of fun to discover new tools like the email commands, and there seems to be a never ending amount of new features added regularly.
What do you dislike about the product?
Lots and lots of features, some are excellent, some need a little more love to reach efficiency. Reporting is the life's blood of the Service Desk. Some obvious reports aren't there and you'll have to make, which takes a bit of time to master. Also, there should be a refresh timer on the Ticket List screen. Like, be able to set how many seconds before the next refresh. It refreshes, but I want tickets to show up instantly, not 30 seconds from now.
What problems is the product solving and how is that benefiting you?
Consistency and timeliness were some problems I wanted to fix by going to Freshservice. Setting it up wasn't much of a problem. Our internal processes when dealing with tickets was more of a problem. Reporting and SLAs are right there in front of us, and with instant messenger integration, I can get instant notifications when SLAs are missed, or tickets come in high priority.
Simple to Learn and Use
What do you like best about the product?
With workflows and automation rules, Freshservice takes the manual work out of repetitive tasks!
What do you dislike about the product?
There are a few basic features missing from Analytics.
What problems is the product solving and how is that benefiting you?
We are now automating tasks that used to be very manual and we are continuing to expand those capabilities by leveraging apps in the marketplace.
Very good Product
What do you like best about the product?
The time it takes to get used to Freshworks when you implement it is straightforward, It is nice and easy to implement and get the process of the ground. The user base is very easy to use and getting the system to how you like it is very nice. This is now used every day by our IT teams and the integration is being considered by other departments.
What do you dislike about the product?
The backened system is quite hard to understand, There customer support is very script based and doesnt help in all cases.
What problems is the product solving and how is that benefiting you?
Implemented a very good IT system and helped us massivly in IT.
Freshservice change how i handle my IT department
What do you like best about the product?
ease of implementation and quick adaptation.
What do you dislike about the product?
can be a little cheaper in price for per user per month.
What problems is the product solving and how is that benefiting you?
Ticket Reply and asset management
Improved response time to incidents by 25%
What do you like best about the product?
As the I.T. Manager, I value the reasonable pricing, strong SLA capabilities, detailed reporting, and the transparency into agent-assigned incidents and tickets. What stands out most, however, is that this solution has reduced our incident response time by over 25%.
The setup was straightforward, easy to use, customer support has been reliable, and it's become a tool we rely on daily. While we haven’t yet explored the many integration features, we plan to take full advantage of them in the near future.
The setup was straightforward, easy to use, customer support has been reliable, and it's become a tool we rely on daily. While we haven’t yet explored the many integration features, we plan to take full advantage of them in the near future.
What do you dislike about the product?
There are really no cons to Freshservice that we have found to date.
What problems is the product solving and how is that benefiting you?
Freshservice helps our IT staff stay on top of incident tickets, ensuring nothing slips through the cracks. It also adds a sense of urgency by flagging tickets when SLA deadlines are approaching, helping us stay accountable and responsive.
FreshService has made it easier for users to interact with our ITSM tools.
What do you like best about the product?
With FreshService being cloud based, it has made it easier for users and agents to interact with the helpdesk eliminating the requirement for users to VPN into our internal LAN to access ITSM tools. We have also enabled SSO with FreshService making it much easier to access.
What do you dislike about the product?
On rare occasions, maybe once or twice a year for brief periods, FreshService may become inaccessible due to issues in the cloud.
What problems is the product solving and how is that benefiting you?
FreshService has allowed our end users to access the incident management system from anywhere on the internet. Also, with FreshService providing resolution suggestions as users enter ticket data, this has resulted in a 10% decrease in ticket escalations.
Freshworks FreshService is Refreshing and Robust
What do you like best about the product?
Freshworks platform has been a welcome change for me and honestly refreshing to use.
What do you dislike about the product?
There's so much, we haven't been able to make use of it all yet.
What problems is the product solving and how is that benefiting you?
It has a board view that I love and is friendly for our agents to use. We use Fresh Service and can identify problems and map the tickets that are dealing with the same problem. We can keep track of reoccurring “Problems” and make sure that a resolution is found. We can input that resolution, and we can create “Solutions” to issues that are searchable in a Knowledgebase. Onboarding and Offboarding are part of our “Employee Journeys” dropdown. We use “Changes” management within the application. There is “Assets” management that is convenient to have as well. We enjoy diverse “Reporting” capabilities for our team’s statistics. There’s even more in “Projects” management and without further explanation I recommend. So full and fun as well!
showing 31 - 40