Freshservice
Freshworks Inc.External reviews
1,272 reviews
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Great help desk tool all around
What do you like best about the product?
Customized workflows, great asset inventory tracking, 3rd party app integration, associating bugs ("called "problems" in FS) with incidents, tickets, and code changes, the android app is awesome
What do you dislike about the product?
Project management module could be more robust (no reporting available), It would be great if we could create more time tracking reports and add an hourly rate for invoicing.
Time estimates for changes, tasks, projects without having to enter start and end times for everything would be great.
IT would be great if we could enter planned dates without having to enter times for all items
Time estimates for changes, tasks, projects without having to enter start and end times for everything would be great.
IT would be great if we could enter planned dates without having to enter times for all items
What problems is the product solving and how is that benefiting you?
We are tracking our time better. Better management of workload
Migration to FreshService
What do you like best about the product?
Working with tickets is straightforward and acting upon a specific incident can be dealt with from one screen. Customized agent views to see just the tickets I want to.
What do you dislike about the product?
Lots of complexity mean a lot of choices in configuring the service, so it was a bit overwhelming at first. This turned out to be a good thing in the end - lot's of choices. Clicking "View More" within a ticket to view all the text of the submission. Wish there was a one button click to view as a customer when in admin view, and vice versa.
What problems is the product solving and how is that benefiting you?
Incident tickets, service catalog and knowledge base. Incident tickets are handled efficiently. Service catalog is organized and let's staff choose the things they need from IT easily and quickly.
Recommendations to others considering the product:
Take enough time to really dive into product and see f it's right for your needs.
Awesome tool that is still constantly growing and improving.
What do you like best about the product?
Functions are quick and robust with lots of room to customize to meet our specific needs especially in relation to our HelpDesk processes.
What do you dislike about the product?
Project Management Module is a little lackluster making it hard to associate Project task with tickets. (Would be helpful based on our current processes)
What problems is the product solving and how is that benefiting you?
Improving our helpdesk management and execution.
Recommendations to others considering the product:
Structured and simple to use tool to help with implementation of ITSM framework.
A good and full featured ticketing system
What do you like best about the product?
Responsive service and support. Implementation has gone well so far. We were able to import all of our existing tickets from our old system without issue.
What do you dislike about the product?
We haven't encountered problems yet. So far the process has gone well.
What problems is the product solving and how is that benefiting you?
We needed a ticketing system to replace another product that had an expiring licence. Fresh Service allows us to manage trouble tickets and track incidents. It seems to do everything we're looking for.
Recommendations to others considering the product:
Don't hesitate to contact support - they have always responded quickly and have been very helpful throughout our implementation.
Request the support and asking question
What do you like best about the product?
Quick respond and really helpful
I have typed the wrong mail address for setup and support guided me to reset it in a short time.
The respond time is least than 10 mins.
I have typed the wrong mail address for setup and support guided me to reset it in a short time.
The respond time is least than 10 mins.
What do you dislike about the product?
The first set up did not have to clear instruction and easy to make mistake
What problems is the product solving and how is that benefiting you?
We are searching the IT services ticketing system and seem it is a reasonable option.
Good for small medium business
What do you like best about the product?
Freshservice provides affordable plan. It is good for start up businesses grow up and extend plan.
What do you dislike about the product?
I wish they could make landing page for user easier
What problems is the product solving and how is that benefiting you?
I’m looking for a system with limit budget luckily I found Freshservice meets my requirements.
Recommendations to others considering the product:
I recommend Freshservice for whom are seeking for affordable solution on IT asset management especially ITSM.
FreshService usage
What do you like best about the product?
CMDB
Canned Email
Extraction is vary by field customized
Canned Email
Extraction is vary by field customized
What do you dislike about the product?
Cannot do as follow:
Cannot assign to another requester such Request approval,
Cannot add watcher
Cannot link ticket
Only 3 free Agents
Cannot assign to another requester such Request approval,
Cannot add watcher
Cannot link ticket
Only 3 free Agents
What problems is the product solving and how is that benefiting you?
- Request to Release&Deployment
Recommendations to others considering the product:
Easy to use
Customization and Adaptability
What do you like best about the product?
I like how easy it was to set up the Service Catalog as an HR system.
What do you dislike about the product?
Some bugs happen, but support is quick to help me out.
What problems is the product solving and how is that benefiting you?
HR and IT requests. Its a strong centralized support platform with many uses.
Recommendations to others considering the product:
Work with a support person to fully utilize the FS platform.
Great intuitive tool - perfect for fast-moving teams
What do you like best about the product?
Very easy to setup and get branded and customised to your needs.
Intuitive user interface - simple for staff to log tickets, feedback surveys built-in help track customer satisfaction.
A really simple admin interface means its simple for key stakeholders to make adjustments to workflows, ticket routing and assignments on the fly without days/weeks of training... we now track all of our regularly occuring scheduled tasks via the tool
Intuitive user interface - simple for staff to log tickets, feedback surveys built-in help track customer satisfaction.
A really simple admin interface means its simple for key stakeholders to make adjustments to workflows, ticket routing and assignments on the fly without days/weeks of training... we now track all of our regularly occuring scheduled tasks via the tool
What do you dislike about the product?
No real-time reporting means regular exports of tickets/problems/changes into Excel are required
API has maximum number of returns - can't return everything in a query to then use in dashboards/real-time views
API has maximum number of returns - can't return everything in a query to then use in dashboards/real-time views
What problems is the product solving and how is that benefiting you?
Very quick to setup, greater user engagement with IT service desk, wider take-up from a wider IT teams in IT service management processes.
Ability to quickly escalate and verify SLAs.
Ability to quickly escalate and verify SLAs.
Recommendations to others considering the product:
Setup a trial - its extremely quick to do so, and test out the admin features and rules; very intuitive and extremely simple to get what you need done quickly.
Efficient response indeed
What do you like best about the product?
After I raised the ticket, the response came in like within 5min, it's really quick considering part of my job is doing helpdesk support.
What do you dislike about the product?
The explanation of my question is not that kind of convincing, but I can get the idea though.
What problems is the product solving and how is that benefiting you?
Freshservice provides a great helpdesk platform for my company.
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