Freshservice
Freshworks Inc.External reviews
1,270 reviews
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A well-rounded service with a lot of options
What do you like best about the product?
I can customize the portal to be exactly what I need.
What do you dislike about the product?
There are so many customization options that it can be intimidating to get started.
What problems is the product solving and how is that benefiting you?
It allows us to better track incidents on our network and with our users before they become larger problems. We are able to look at trends and focus our attention where it is needed most.
Recommendations to others considering the product:
Give the demo a try and really take time to dig into it. There are a lot of features and it takes time to understand how they can work together.
IT Manager
What do you like best about the product?
The interface is easy to navigate and fairly well laid out.
What do you dislike about the product?
The $0.02 per month charge for devices using their discovery tool. I can see paying a one time fee per device, but to have to play recurring costs on devices seems cost prohibitive. We chose to manually create our Assets. The fact there are so many "standard" or "base" assets pre-configured that can not be deleted is a bit cumbersome.
What problems is the product solving and how is that benefiting you?
We had no help desk in place at all. To implement a ITIL compliant solution with a CMDB significantly reduces the time we spend looking for information about users and assets on every call.
Good app that helps our efficiency
What do you like best about the product?
Communication with users is great. The interface is easy to use for both technicians and requesters. This program increases our efficiency and our users are very happy with the increased functionality.
What do you dislike about the product?
Asset management is confusing. Admin settings don't do what you'd think or are in a different place than you'd expect, sometimes. Customization is easy, but undo-ing changes without reverting to the default is not supported-- Make a backup!
What problems is the product solving and how is that benefiting you?
Modern ticketing system that allows us to better communicate with our constituents. We have seen happier customers, increased efficiency, and a much better platform for incident tracking.
I find freshservice a good tool for IT support
What do you like best about the product?
it is easy to use this product and like this product to be fullfilling that.
What do you dislike about the product?
need more user friendly reports, sometime I feel its missing good reporting
What problems is the product solving and how is that benefiting you?
Incident management, good tool to work as an IT support
Still Evolving
What do you like best about the product?
The product is still evolving, improving whilst always listening to their customers. We really enjoy seeing new features rather new gimmicks.
What do you dislike about the product?
As a service, I cannot complain but in terms of daily usage, we do find the text editor to be lacking. In my opinion, it needs an overhaul allowing for easier, modern editing.
What problems is the product solving and how is that benefiting you?
We are solving more that IT business problems, we have rolled the product out to our HR, Facilities and Financial departments, each having their own instance and end-user portal. The benifits we realised the product offered were more than an *IT*sm tool.
Intuitive and user friendly
What do you like best about the product?
I've been exposed to many ITSM toolsets in the past and, for my current team's needs, Freshservice is excellent. It's simple and elegant.
What do you dislike about the product?
The customer satisfaction functionality is a little limited but would probably meet most organisation's needs. It could be improved by allowing surveys to be sent based on more granular parameters. For example, every tenth ticket resolved the team or by each agent.
What problems is the product solving and how is that benefiting you?
At the moment, we're looking at the customer satisfaction survey functionality to begin measuring our customer's satisfaction
Great ticketing system tool!
What do you like best about the product?
Easy navigation
Simplistic way to setup automated tasks
Organizes desired content accordingly
Simplistic way to setup automated tasks
Organizes desired content accordingly
What do you dislike about the product?
Does not have many customizeable features for specific cosmetic, reporting, or general use.
Does not have VIP designations to be able to distinguish high priority tickets from VIP's in general ticket view.
Does not show technicians that are online unless upgraded to Estate Plan (which isn't a major dislike)
Does not have a global announcement ability for critical company wide outages.
Does not have VIP designations to be able to distinguish high priority tickets from VIP's in general ticket view.
Does not show technicians that are online unless upgraded to Estate Plan (which isn't a major dislike)
Does not have a global announcement ability for critical company wide outages.
What problems is the product solving and how is that benefiting you?
Corporate Service Desk/Desktop Support/NOC.
Recommendations to others considering the product:
Try Fresh Service out for yourself.
Test Period Questions To FreshService
What do you like best about the product?
In our company we are started to create a Service Desk. But whats is the most important thing in the servicedesk... The Tooling!! After some research and googleing... We found Fresh Service. Inside our departmet we spoke about the search results and Fresh Service Became project. During the test period we had some quistions about the functinality and customalisation. We send an e-mail to the account manager, within a day we received an answer from the account manager and 1 hour later a specialist with extra information. We answered the quistions from them and they to us. All this mail communication was within 2 hours. GREAT RESPONSE TIME!!!
What do you dislike about the product?
What do I dislike? I have to fill this in but i don't have it at this moment.
What problems is the product solving and how is that benefiting you?
FreshService is runing as the main Service Desk application.
During the next couple of weeks we are planning to migrate the test FreshService the production.
During the next couple of weeks we are planning to migrate the test FreshService the production.
Excellent service and user experience
What do you like best about the product?
Navigating around and finding things is pretty straightforward. Their support team is always very responsive and helpful.
What do you dislike about the product?
I wish the assets type list could be expanded by default.
What problems is the product solving and how is that benefiting you?
Asset management is easy now.
Help Desk Software "Just Right" for our size
What do you like best about the product?
The ability to use pre-packaged emails and temolates or to customise our own.
What do you dislike about the product?
Nothin yet...Things are looking good. I like everything I saw during Trial period, and Glad that we bought the usbscription
What problems is the product solving and how is that benefiting you?
We are able to track and document issues as they arise, along with being able to run certain reports, even at a lower-price level of FreshService.
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