Freshservice
Freshworks Inc.External reviews
1,271 reviews
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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.
FreshService Review
What do you like best about the product?
Ease of use and setup and very prompt customer support
What do you dislike about the product?
Would like a little more customization options.
What problems is the product solving and how is that benefiting you?
Help Desk Service Desk
Recommendations to others considering the product:
While they are smaller than some of the bigger Service Desk products, they meet almost all of our needs for a small and midsize IT shop.
Fresh-Service
What do you like best about the product?
Very user friendly and has the ability to show when someone is viewing the same ticket.
What do you dislike about the product?
Not much really, it took about 30 minutes to get used to the new GUI and now I like it even more than the original.
What problems is the product solving and how is that benefiting you?
Primarily helpdesk and change management but can be used for other modules as well.
Recommendations to others considering the product:
try before you buy, it should meet most if not all your needs!
An easy yet powerful solution for IT Service Management
What do you like best about the product?
The application is very responsive and can be used intuitively. Support is great and new features and enhancements are added. It is not perfect in every sense, but on a good way.
What do you dislike about the product?
The API has some limitations and automation configuration has some limitations and inconsistencies. The gamification part is rudimentary.
What problems is the product solving and how is that benefiting you?
Issue and request tracking with handover and escalation.
Recommendations to others considering the product:
Use the trial.
Satisfactory experience
What do you like best about the product?
Easy to contact the agent was assigned to my ticket.
What do you dislike about the product?
Our issue took about 2 months to get it fixed but what matters is that it is resolved
What problems is the product solving and how is that benefiting you?
IT, Systems, Office requests, Training support
Recommendations to others considering the product:
It is a very good Ticketing system that I would recommend to companies
Easy to use
What do you like best about the product?
We use Freshservice to keep track of issues that we have in our own software. It's a huge help that we now have one place where our people can report and track the progress of issues. When we have feedback or problems for freshservice they always help us is a quick and friendly way.
What do you dislike about the product?
Some translation are not completely correct.
What problems is the product solving and how is that benefiting you?
We use Freshservice to provide support within our company. previously people had too call in every issue. Now they can make a ticket themselves drastically increasing the time we have to actually fix the issues.
Cool way to keep your support under control
What do you like best about the product?
Simple to use, great features to keep tracking of a support ticket.
What do you dislike about the product?
Plans are a little bit odd, also I would prefer a simpler interface, and fewer options when capturing a ticket (sometimes just adding a note is enough)
What problems is the product solving and how is that benefiting you?
We had lost track of customer support requests for our Saas, now we can keep everything well documented and we can give a better, faster solution to those requests.
Recommendations to others considering the product:
First, decide if you are going to use it for external customers or internal users. It's a world of difference in terms of configuration.
Quick support service response
What do you like best about the product?
Very quick support responses to tickets and
What do you dislike about the product?
nothing to dislike, everything about the service is great
What problems is the product solving and how is that benefiting you?
Ease of managing and tracking tickets
Freshservice
What do you like best about the product?
Very fresh platform with frequent updates. The responsiveness of their service/support team is impressive. As with any platform, there are areas we would like to see improvements and change, but overall it is a complete system that is meeting our needs.
What do you dislike about the product?
No real dislikes. I would like to see more focus on reporting and notifications. There are many features available in their sister product, Freshdesk, that would be greatly appreciated as part of Freshservice.
What problems is the product solving and how is that benefiting you?
Improving Service Levels is the biggest advantage FS brings to our team and company. We hope to use the product more fully in the future to further improve our customer experience.
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