Freshservice
Freshworks Inc.External reviews
1,281 reviews
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FreshService as my Ticketing Platform
What do you like best about the product?
User Friendly. Very easy to automate and configure the platform
What do you dislike about the product?
Customer Service routes you to KBs before they attempt to handhold you. I would like to jump on a quick call and handle the issue.
What problems is the product solving and how is that benefiting you?
Incidents and Problems throughout my enterprise. I like to use the dashboard so I have a bird's eye view.
Very Robust Helpdesk System
What do you like best about the product?
The onboarding process made bringing on new employees a breeze. Having different ticket queues based on groups makes ticket management easier.
What do you dislike about the product?
The onboarding process does not allow users to be auto-assigned software or hardware when completing the child tickets.
What problems is the product solving and how is that benefiting you?
We cut down the time it took to onboard an employee and made the whole process of doing so more uniform, thanks to the child tickets.
Freshsservice best friend for ticketing
What do you like best about the product?
The workflows, the intuitive the system is, and the significant customization possible to make tickets treatment fast
What do you dislike about the product?
Maybe the design of the workflow can be a little bit more clear when setting up the conditions.
What problems is the product solving and how is that benefiting you?
We control IT, IS, CRO tickets
Recommendations to others considering the product:
It is an excellent tool to support, has a lot of integrability, and is very flexible
Freshservice Tickets
What do you like best about the product?
Freshservice was extremely user-friendly from the reporting side.
What do you dislike about the product?
None! I can only speak to the reporting side of this ticketing system, but for me, I had no issues.
What problems is the product solving and how is that benefiting you?
Freshservice was our primary ticketing system. So anytime I needed assistance from the help desk (quite frequently), I would submit a Freshservice ticket.
A sincere review
What do you like best about the product?
The simplicity of configurations and easy use.
What do you dislike about the product?
Limitations on custom reporting and analitycs.
What problems is the product solving and how is that benefiting you?
Most internal requests and incident handling are done thru our Freshservice.
Recommendations to others considering the product:
Analyze your internal procedures, mechanize them, that will help a lot. Involve all interested parties.
Flawless
What do you like best about the product?
Automator, This powerful tool increases our productivity.
What do you dislike about the product?
Gsuite integration and Consumable management
What problems is the product solving and how is that benefiting you?
Tracking of the entire lifecycle of our assets.
Tool of excellence
What do you like best about the product?
The entire tool is constantly evolving and fully in compliance with ITIL
What do you dislike about the product?
There is no option for the customer to view the hours that were spent by them inside the platform.
What problems is the product solving and how is that benefiting you?
With automations, we solve the problems of failure in the process of repeated tasks and still value our work with the customer.
i am the system analyst and the admin of freshservice in our group of company
What do you like best about the product?
Intuitive and support are greate and avialble
What do you dislike about the product?
The webhook feater is such a complicated to me
What problems is the product solving and how is that benefiting you?
ticket system for it
onboarding employee
technical support
onboarding company
onboarding employee
technical support
onboarding company
Freshservice has been a game changer
What do you like best about the product?
The help desk function is my most used and favorite quality.
What do you dislike about the product?
To be honest out of all the sections that we have used there had not been a bad experience yet
What problems is the product solving and how is that benefiting you?
We needed a more professional help desk to manage and manipulate out tickets.
Great app for a user friendly experience in ITSM
What do you like best about the product?
Freshservice is clearly simple to use, with a nice HMI, and quite useful features. It clearly makes a difference while users don't have to create a ticket, viewing that the answer to their problems is already there.
What do you dislike about the product?
When we have to make complex reports, we find some technical limitations in reportings (custom fields filters, being able to review time spent in different groups for a single ticket)
What problems is the product solving and how is that benefiting you?
Using Freshservice is a good start to create a service catalog for placeholders, create a global knowledge base for our company, and deeply change the way users solve their issues.
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