Freshservice
Freshworks Inc.External reviews
1,281 reviews
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Great IT tool for customer technical support
What do you like best about the product?
Without a doubt, what I like most about Freshervice is its simplicity when it comes to use, it makes it a very harmonious and elegant software, an aesthetic detail but which I give a lot of value and if we add that it can be customized to our liking gives much more value, small details, but I am sure there will be many more people who think that the visual aspect will always be one of the most important aspects.
What do you dislike about the product?
The only thing that I think FreshService should improve is the tiered payment system that requires different payment amounts for different functions. While Freshservice is affordable, it can be frustrating when you see an interesting feature and want to try it out, only to find that your particular tier is not supported. Of the rest, everything else is extremely superficial and does not affect the user experience.
What problems is the product solving and how is that benefiting you?
I consider that the biggest benefit that this software offers me is that now I can count on a much more efficient team in IT, as I have noticed a huge improvement in the number of tickets answered per month, this is reflected in an increase in the number of sales and satisfied customers, thanks to the fact that Freshservice makes the entire process much easier and more orderly.
Recommendations to others considering the product:
If you need software to answer your customers tickets and provide efficient technical support, Freshservice is undoubtedly one of the best options that we can find, since it has a very affordable price and has quite good tools that will help us during the day. As of our work, we can also say that the customization options are very varied and this adds an additional plus that makes it stand out among similar software.
Freshservice is a great tool!
What do you like best about the product?
Very easily and quickly configurable to your needs, is a product that's constantly being improved and their support is fantastic. Even if you just have a simple question via live chat, the guys are on it so fast. We have an end user support base of approx 250 and increasing and Freshservice meets all of our requirements with ease.
What do you dislike about the product?
Occasionally I tend to naturally look in the wrong area for settings/configs so, perhaps the intuitive function of the GUI could be worked on and potentially a more in-depth portal editor - or maybe a simple "how-to" guide linked in these areas would be great.
What problems is the product solving and how is that benefiting you?
Before Freshservice we were using Spiceworks which did not cater to our growing business and did not provide enough analytics to support our departments function. I can now create all the necessary reports required to justify growth and additional resources and show trends and other features to my direct reports - so this has made my life so much easier in that regard.
Our knowledge base articles are being utilised by our end users and we are building on this more and more.
Our knowledge base articles are being utilised by our end users and we are building on this more and more.
Amazing Product
What do you like best about the product?
I love the simplicity, intuitiveness, and the feeling that someone has actually used this product for day-to-day operations.
What do you dislike about the product?
Biggest gripe is scheduling flexibility which is pretty minor. I can't say my maintenance window is the 3rd Friday of each month, it forces me to pick a specific date. It's minor, but more flexibility around scheduling would be nice.
What problems is the product solving and how is that benefiting you?
centralizing IT operations into a single SAAS solution has been a life changer for us. We're a small shop, and fresh service really gives us most of what we need. We've been able to shut off a few servers and really clean things up, in addition, i can give my internal customers access to inventory data they have never had before. Given this is a SAAS platform, having better faster access to incidents, changes, and inventory really helps us turn issues around a lot quicker as well.
Taking my safety program to the next level!
What do you like best about the product?
Freshservice is easy to use and has given me the ability to take my Safety Department to the next level! Their support team is always fast to answer my questions and submit any requests to improve their product. I would highly recommend this product to any business.
What do you dislike about the product?
Anything I haven't liked so far has been addressed by their support team to improve their product.
What problems is the product solving and how is that benefiting you?
I am collecting data from safety observations, safety meetings, facility audits, incident reports, and that is just the start. The report/analytics functions have provided me with clean data to provide my operations team vital information to keep our employees safe.
Excellent product
What do you like best about the product?
It is fast and precise to create a ticket and provide a solution.
What do you dislike about the product?
So far I do not find anything that bothers me.
What problems is the product solving and how is that benefiting you?
review concurrent problems and give a definitive solution.
Recommendations to others considering the product:
It is intuitive and easy to use software. It meets its objective which is to improve response times to the IT service.
Freshservice is a great way to organize and track our current challenges and requests.
What do you like best about the product?
The most useful features are they have all in one offer. To be able to show precisely the tools and applications a requestor has. Their incorporation of platforms like Teamviewer is actually beyond good and helps the supporting workers members focus inside Freshservice pretty much with almost all of them uses.
What do you dislike about the product?
There's a lot of downsides to Freshservice because it's an ever-evolving network, so often when setting up ticket flows or job flows it may get a little complicated as to what you're including it they provide fantastic support that's able to hop in and help you set up everything you need.
What problems is the product solving and how is that benefiting you?
Freshservice solves our incident tracking problem and the management of requests for user support. We also do it in our Team for shift projects and project monitoring.
Recommendations to others considering the product:
If you're searching for an inexpensive approach that will transform the way tickets, change control, tech inventory, contracts and overall consumer loyalty are handled by your IT company, so Freshservice has been the resource you require. I use other Cloud-based solutions which are either excessively expensive to customize or just too complicated. You can implement freshservice in just a few days.
Great product and excellent company to work with.
What do you like best about the product?
It has all the functionality we were looking for and they are continuously improving the product. We also have a customer success manager who regularly contacts us to see how things are going and to offer advice on using the product optimally.
What do you dislike about the product?
The analytics (reporting) can sometimes be slow to produce or refresh
What problems is the product solving and how is that benefiting you?
It has made IT more accessible to staff. The system is available in all the countries in which we operate. The end user portal makes it easy for users to log tickets and they can also use email to do so.
A complete Helpdesk tool
What do you like best about the product?
Freshservice is a very powerful tool, complete customizable and with all features needed by IT teams to measure their performance and to have full visibility about their efficiency !
What do you dislike about the product?
Lack of remote desktop tool natively integrated
What problems is the product solving and how is that benefiting you?
Traceability, visibility over IT teams efficiency and centralization
Freshservice 08jun2020
What do you like best about the product?
It is very easy to configure and user friendly
What do you dislike about the product?
Custom reports could be better, allowing o showing custom text fields. It would be great to have a couple of reports for the project module.
What problems is the product solving and how is that benefiting you?
The information technology management is organized. You can see what every one is doing
Freshservice is a IT service desk to consider
What do you like best about the product?
The ease of use of the site for us and users to navigate. It is pretty flexible but has some limitations but they are always working on updates. The support is always prompt when there is a problem.
What do you dislike about the product?
At first when I signed up over 3 years ago I would find items that I would like added and thought would be beneficial. Since then they have been looking al feature request and have been really adding some good ones now especially in this time.
Their android app has had some issues too.
Their android app has had some issues too.
What problems is the product solving and how is that benefiting you?
I problem that I can recently think of is that we wanted to use more of the inventory to manage what was in stock but there was no way to see that state. They have added that now so that would help anyone else that is looking to do the same.
Recommendations to others considering the product:
Its a great modern helpdesk and helps out the save time for your IT and internal support team
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