Freshservice
Freshworks Inc.External reviews
1,272 reviews
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Great Service that is constantly evolving
What do you like best about the product?
Freshservice is constantly instituting new ideas into its platform making the user experience a constantly improving beast! The features make it easy for my team to communicate about user concerns and issues.
What do you dislike about the product?
When users add notes to tickets, there is no really good way to track where those notes were added.
What problems is the product solving and how is that benefiting you?
Our IST helpdesk has become significantly more efficient thanks the Fresh Service's platform and tools!
Recommendations to others considering the product:
If you are using an older service or no helpdesk service at all, FreshService is a massive leap forward. I can't imagine what my day would be like having to manage a helpdesk without it!
Freshservice is reliably and easy to use software!
What do you like best about the product?
I really like the feature where you can merge multiple tickets. It keeps the queue nice and clean.
What do you dislike about the product?
It is hard to say what I dislike about this product. Everything is nicely organized and I have yet to discover all the things it can do.
What problems is the product solving and how is that benefiting you?
It is more than a service queue. You can track your assets and other business related things in it.
Recommendations to others considering the product:
Definitely would recommend to other.
Very clean, and easily manageable experience.
What do you like best about the product?
Very clean user interface which is easy on the eye. Great range of optional Statistics such as time sheets and agent reports which make monthly reports a breeze.
What do you dislike about the product?
How users aren't really encouraged when creating a ticket to choose a date for completion and urgency, which often leads to most tickets time frame to be set to default.
What problems is the product solving and how is that benefiting you?
A very vast improvement on organizational skills as jobs are now easily manageable.
Recommendations to others considering the product:
Easy management tool
Great for ticket automation
What do you like best about the product?
The ability to build templates with certain fields for different requests
What do you dislike about the product?
The UI is nice, but there are some feature that can be enhanced to make the product better
What problems is the product solving and how is that benefiting you?
Ticket automation, creation of tickets, multiple services in one spot
Better than our previous servicedesk software
What do you like best about the product?
Freshservice is a very complete solution. It covers pretty much of all our requirements, and consolidates everything into one package. Fresh are also very response to any feature requests that we make.
What do you dislike about the product?
Could look a little better, although this is obviously a personal preference.
What problems is the product solving and how is that benefiting you?
Servicedesk
Problem Management
Solution Base
Change Management
Problem Management
Solution Base
Change Management
Recommendations to others considering the product:
Give them a go, you won't be disappointed!
easy use
What do you like best about the product?
system availability, always available
simple of the page for faster consultations
simple of the page for faster consultations
What do you dislike about the product?
dynamic views for online supervision of tickets
What problems is the product solving and how is that benefiting you?
ticket documentation
Recommendations to others considering the product:
filters in reports
dynamic graphics
dynamic graphics
Top Support
What do you like best about the product?
Fast, Responsive and knowledgeable support.
What do you dislike about the product?
Nothing at the moment that I can find during the time of evaluation.
What problems is the product solving and how is that benefiting you?
Ticketing/Service Desk function.
Recommendations to others considering the product:
Map out your needs, demo FreshService and then decide if it meets your needs.
Bringing Organization to an Unorganized Shop
What do you like best about the product?
FreshService provides us modules to seperate out our tickets from changes and releases, but gives us the ability to link them all together so we can see what impacts what. The interface is incredibly easy to setup, and we were up and running within minutes.
What do you dislike about the product?
Upon first utilizing FreshService, it was a bit difficult understanding what differences were between Changes and Releases, and how Problems differed from Tickets. Hopefully as the platform grows there will be better documentation/videos from Freshworks on the methodology behind FreshService.
What problems is the product solving and how is that benefiting you?
Previously, most communication between the company and IT were emails - which became hard to track among team members. Now with a unified system, we can track our emails as tickets, problems, change requests, and release requests - all while keeping the right people notified and informed on what the IT team is doing and implementing.
Recommendations to others considering the product:
Be sure to try out the trial - and reach out to support if you have any questions or concerns, as they were critical in decision to move forward with the product based on the high level of customer service they provided us.
Great service
What do you like best about the product?
Complete and customisable solution, user friendly interface
What do you dislike about the product?
There is some missing functionalities when creating service catalog (forms) like :
Adding comments to each item to help the user filling the fields
The depending items are not so useful : we cannot display a field if another one is selected…
The rules for the Dispatch’R cannot be managed by groups, and only the first rule that meet the conditions is executed.
Adding comments to each item to help the user filling the fields
The depending items are not so useful : we cannot display a field if another one is selected…
The rules for the Dispatch’R cannot be managed by groups, and only the first rule that meet the conditions is executed.
What problems is the product solving and how is that benefiting you?
Get an evolutive and easy customizable solution to manage the Service desk and IT implementations
Helpful support service, easy to use UI for setup of service
What do you like best about the product?
user interface to setup the service was easy to use and easy to understand, with little to no training.
What do you dislike about the product?
a lot of information present at the dashboard and ticket page, perhaps simpler version
What problems is the product solving and how is that benefiting you?
Replacing existing help desk with service desk. Beginning to implement ITIL functionality
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