Freshservice
Freshworks Inc.External reviews
1,272 reviews
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Solid Helpdesk System for small company
What do you like best about the product?
Quick customer service help, works out of box with limited setup needed
What do you dislike about the product?
surveymonkey app has been down for some time now.
What problems is the product solving and how is that benefiting you?
1. Helpdesk
2. Asset tracking
3. Solution Knowledge Base
2. Asset tracking
3. Solution Knowledge Base
Recommendations to others considering the product:
I selected Freshservice after reviewing 5 other options. The sales/support staff was very helpful with my setup and selection. The program is easy to setup and easy to use. The only issue that I have is that Survey Monkey App has been down for a few months now.
Excellent ITSM for the price.
What do you like best about the product?
Best way to take control of the operations of the IT departments. metrics , and tracking of all the reports and agents roles.
What do you dislike about the product?
I can´t configure the survey form. We have no Chat, so we can´t open any incident or change through this way.
What problems is the product solving and how is that benefiting you?
Incident, change and problems Managements. Asset Management Control and Service Catalog
Best HelpDesk Solution For the Price
What do you like best about the product?
It's a very customer focused solution. It really focuses on communicating with customers through email. When we switch helpdesk solutions, none of our clients even realized we were doing anything different systematically. But they did notice that we had upped our communication game.
What do you dislike about the product?
The Asset management piece is really weak and we're looking for other solutions to fill the void.
What problems is the product solving and how is that benefiting you?
We were able to automate a lot of our helpdesk and it refocused our team to communicate better with our clients when solving tickets.
Intellligent software
What do you like best about the product?
This software is really simple to set up, use and to support. All instructions are clear and simple for understanding. You don't need to involve specialists to make settings, to change the processes or to connect the other software.
It consists all necessary statistic and reports for quality assurance of the agents.
The knowledgebase is simple to fill in.
It consists all necessary statistic and reports for quality assurance of the agents.
The knowledgebase is simple to fill in.
What do you dislike about the product?
Chat window could be wider.
I wish all social incoming messages were in the ticket section. For now, if we get some messages in the Social section, we have a chance to miss them.
I wish all social incoming messages were in the ticket section. For now, if we get some messages in the Social section, we have a chance to miss them.
What problems is the product solving and how is that benefiting you?
All communication channels are in one. We don't miss the emails, chats.
Recommendations to others considering the product:
List of shorthands could be placed by alphabet range.
Freshservice Review
What do you like best about the product?
Great interface for all our needs within IT. The ability to auto assign tickets to groups around the world from multiple email addresses is very important to us as well.
I work heavily on change requests, being able to add them into managed releases is really helpful.
I work heavily on change requests, being able to add them into managed releases is really helpful.
What do you dislike about the product?
Users cannot login to view changes assigned to them.
Cannot bulk move change requests from one release to another
Cannot bulk move change requests from one release to another
What problems is the product solving and how is that benefiting you?
The main problem we had was a large amount of changes that needed to be separate from support tickets. These are now allocated into releases to help manage expectations of users.
Recommendations to others considering the product:
Make use of the automated ticket assignment to ensure your tickets are allocated to the correct people as quickly as possible
Marval to Freshservice
What do you like best about the product?
The user portal has been a real gamechanger for us here, we were the classic old style Service Desk with high volumes of phone calls. The Self Service portal has allowed us to shift left and allow the userbase to self serve and use forms to submite tickets directly to the correct teams.
What do you dislike about the product?
The reporting feature in Freshservice needs some work. Thankfully Freshservice have recongnised this and a new reporting tool is coming in March 18.
What problems is the product solving and how is that benefiting you?
Self service
Staff Knowledgebase
IT Knowledgebase
Re-launch of new Problem and Change processes
Staff Knowledgebase
IT Knowledgebase
Re-launch of new Problem and Change processes
Freshservice still feels 'Fresh'
What do you like best about the product?
No need to maintain, 100% cloud-based. Easy to understand. Easy to use. Modern UI. Works from any browser. Responsive customer support.
What do you dislike about the product?
Some functionality from CMDB module not 100% mature. Missing device/user affinity like in SCCM.
What problems is the product solving and how is that benefiting you?
We were able to move the trouble tickets and other requests for IT and other back-office departments to one place. Using one tool teams from various continents across different time zones have good visibility of all requests can prioritize their work and collaborate to resolve the requests.
108ideaspace Feedback
What do you like best about the product?
I like the user-friendly dashboard, also it's very effective to handle client service. This tool allowed us to manage support effectively.
What do you dislike about the product?
Few more features are required for connecting with other tools. We wanted to connect it with hubstaff but we could not.
What problems is the product solving and how is that benefiting you?
Client service. We are using it completely for support & its working awesome for us.
Recommendations to others considering the product:
I think you should definitely try this, Awesome tool with very cool features & It is the very clean system to use.
Best modern and simple ITSM Solution
What do you like best about the product?
A simple and intuitive interface help user to easily register problem, changes or other requirements. Includes discovery probe that help administrators to keep CMDB always update and with inventory management admins can track asset and lifecycle. In terms of reports, FreshService has some reports OOB but it's possible to customize reports. Also, includes native integrations with several applications and you can integrate with others third parties, using APIs Rest. In terms of pricing, is very flexible and you can choose from differents versions / prices. Even you have the chance to includes up to 2 features from upper version paying only the cost for those features.
What do you dislike about the product?
Compared to other solutions like Servicenow, add plug in from external developers like github is not possible. On the other hand, the branding of service portal is limited.Workflows can be set, however the level of customization is limited compared to other solutions like Servicenow.
What problems is the product solving and how is that benefiting you?
FreshService lets deploy of a Service Portal through which to provide and automate the support management for the Organization, and has let focus on the consolidation of ITIL's central processes, the automation of said processes and the search to promote the self-management of users.
Recommendations to others considering the product:
If you are looking for an ITSM solution aligned to ITIL processes and cloud base, FreshService is the right option for your company.
Excellent Support
What do you like best about the product?
Direct and straight to the point. Asked a question, got an answer the resolved my issue right off the bat. Wasted none of my time.
What do you dislike about the product?
Can not think of anything. We are new users and have not had any issues thus far. It is a learning curve, but, they are more than willing to assist.
What problems is the product solving and how is that benefiting you?
How to customize our service categories.
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