Freshservice
Freshworks Inc.External reviews
1,272 reviews
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So far so good
What do you like best about the product?
Quick response time when submitting tickets to freshservice support. Organised and simple ticketing system,
What do you dislike about the product?
Not found anything I don't like about this yet.
What problems is the product solving and how is that benefiting you?
Documenting IT incidents. It keeps things organised, the filtering capabilities seem to be really useful as well.
A Fresh Way to look at Service Desks
What do you like best about the product?
The Asset Tracking actually works unlike my last Help Desk Software
What do you dislike about the product?
Nothing yet...I'm fairly new to the service
What problems is the product solving and how is that benefiting you?
We're just rolling it out but I hope to have more of my users actually using the help desk as there are more ways to connect with it (Online version)
Recommendations to others considering the product:
For me other than the software itself, support is #1 and FreshService support so far is outstanding.
Freshservice
What do you like best about the product?
We are enjoying the ability to function in MSP mode, which allows us to service multiple client portals.
What do you dislike about the product?
Not much. Sometimes the Support how-to articles are out of date.
What problems is the product solving and how is that benefiting you?
Managing the wealth of correspondence and incidents with clients.
Wished I had discovered them sooner...
What do you like best about the product?
FreshService has all of the features I've been looking for in an ITSM while still keeping the admin console simple and intuitive.
What do you dislike about the product?
I would like to see a more robust CMDB solution and with a good visual display of relationships.. With that said, most ITSMs aren't doing this either but is essential for planning and visualizing impact during a planned or unplanned outage.
What problems is the product solving and how is that benefiting you?
We're still building out our service model but we have all the tools we need to automate self-service for common issues.
Recommendations to others considering the product:
One of the things I most appreciate about FreshService is the ability to completely re-brand the ITSM. To our users, it appears like an in house service but with an Enterprise level experience. The mobile app is outstanding. The admin console is intuitive.. I truly wished I had wondered across FreshService much earlier.
Fun and very easy to use and customize
What do you like best about the product?
The customisation you can do to your portal. make it exactly what you need.
What do you dislike about the product?
At the moment not much. I had to resize the page in Chrome to see all my tickets on the home screen but that was easily fixed.
What problems is the product solving and how is that benefiting you?
Making it simpler for users to use, making it easier on us as the service desk and the user.
Recommendations to others considering the product:
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A for Freshservice
What do you like best about the product?
I love the ease of submitting and organizing tickets.
What do you dislike about the product?
It's difficult to integrate into other teams.
What problems is the product solving and how is that benefiting you?
We are making the process of reporting incidents much more efficient.
Not bad for a ticketing system
What do you like best about the product?
I like the ability to let me IT team know I am having an issue and they can easily solve it by assigning it to the correct person.
What do you dislike about the product?
I haven't gotten too far into Freshservice, but we have been looking into it for our ticketing system, and I think on that front it may be challenging to assign and keep all of the tickets straight for our particular team structure.
What problems is the product solving and how is that benefiting you?
The issue of it possibly not working for the marketing team. I have realized it is a great way to interact with IT and helps to ensure someone will see my ticket and resolve it as quick as possible.
Recommendations to others considering the product:
Make sure if you are purchasing for an entire company and multiple teams to use that it will support all of the different team structures. It may work great for one team, and barely at all for another. It may not be a one size fits all product.
Improved our Department Image in a fastest way ever
What do you like best about the product?
Flexibility and ability for developing more
Clear Roadmap started to be here
Clear Roadmap started to be here
What do you dislike about the product?
A couple of limitations However we believe it's under development
What problems is the product solving and how is that benefiting you?
Information Technology related problems (Voice, Network and Servers infrastructure)
We've benefited from the system applying ITIL Standards within the company which greatly enhanced the communication between the IT Department and end users
We've benefited from the system applying ITIL Standards within the company which greatly enhanced the communication between the IT Department and end users
A great, hassle free, easy to setup software
What do you like best about the product?
I like how easy it is to get going on freshservice, with very little fuss, we were using it within an hour. All the people we have spoke to have been very nice to us and extremely helpful too
What do you dislike about the product?
At the moment, we've had no issues whatsoever to complain about
What problems is the product solving and how is that benefiting you?
We had no helpdesk solution at all, so this has ticked a box for us and made instant efficiencies
Service desk software that makes it really easy for users and support staff alike
What do you like best about the product?
I like that for users needing to request a support issue, the process is as simple as sending an email to a designated address and support staff get a notification that a new ticket has been raised.
What do you dislike about the product?
Whilst there is excellent reporting data available on requests closed, an average time to resolve etc. a great improvement would be to provide some real time info graphic data to each support staff user as part of their interface when working their queue.
What problems is the product solving and how is that benefiting you?
Through Freshservice, we're able to identify what areas of the business consistently encounter similar problems and look to devise a preventative strategy with which to proactively combat said issues.
Recommendations to others considering the product:
There is no substitute for user experience, you have to have a system where for users requesting support they're simply opening up a new email, typing a quick summary and concise subject and sending to a specific address, and then knowing that that's all it takes to register a support request in the queue.
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