Freshservice
Freshworks Inc.External reviews
1,281 reviews
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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
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:
.
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
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