Freshservice
Freshworks Inc.External reviews
1,271 reviews
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Fresher IT with Freshservice!
What do you like best about the product?
Ease of access, simplicity, configure quickly
What do you dislike about the product?
Needs to mature in a few areas...logging these as feature enhancements & some have been turned around already..
What problems is the product solving and how is that benefiting you?
Ease of incident logging, easy to use Self Service Catalog, simple to interact with 3rd party providers, to name a few
Great Solution for small companies
What do you like best about the product?
Great features that makes for a high quality support service including automatic replies and updates. There are more features offered for free than most customer support solutions.
What do you dislike about the product?
Id only say the UI design could see some improvement. Just recently they launched a new design that is a more modern and easy to look at. Would like to see better mobile UI too.
What problems is the product solving and how is that benefiting you?
I am able to get tickets sent to me without missing emails that are requests. I need this because I don’t have a person to monitor business email during the day. Freshservice alerts me so I don’t miss one service request.
Recommendations to others considering the product:
Start the trial and get help implementing quickly, focusing on your main pain points with ticket requests. Use the helpful team to make it work for your business
Prompt, Efficient Service
What do you like best about the product?
Prompt, friendly service via the online portal
What do you dislike about the product?
I did not have any negative experience with the support
What problems is the product solving and how is that benefiting you?
Good reporting and insights on service requests. Good contract and change management capabilities
A great move for us
What do you like best about the product?
Ease of setup, we were up and running with little or no support, only reaching out when we wanted to customise.
What do you dislike about the product?
Delivery of road map updates take time, but they do arrive.
What problems is the product solving and how is that benefiting you?
SLA reporting
Self Service
Knowledge Base
Self Service
Knowledge Base
Recommendations to others considering the product:
Go for it, you can start on a free plan to get a feel for it, then change pans as you add features.
An intelligent solution for an evolving IT environment
What do you like best about the product?
The simplicity and ease of use. We promote the use of our SelfService portal and over 40% of our work is generated in this way.
It work like an email system, allowing you to easily see a "conversation" and interact with the customer with ease.
It work like an email system, allowing you to easily see a "conversation" and interact with the customer with ease.
What do you dislike about the product?
Admin settings can be confusing at first, so I would recommend some additional training, support in this area to get the most out of the system.
What problems is the product solving and how is that benefiting you?
We are support approx 7000 customers and this tool enables us to support them more efficiently and effectively. A customer friendly tool is paramount to promoting self-help. Over 40% of our tickets are created in this way which saves everyone alot of time.
In my small Helpdesk team, we can safely support high volumes of customers knowing that our system is reliable, simple and customisable in an instant.
In my small Helpdesk team, we can safely support high volumes of customers knowing that our system is reliable, simple and customisable in an instant.
Recommendations to others considering the product:
Get to know the backend and admin side of the system as much as possible. This will help alot with future development and customisation
Using FreshService
What do you like best about the product?
I've been using FreshService ever since I joined my new IT team. It's a really intuitive and easy to use too.
What do you dislike about the product?
The reporting is a bit lacking still. For example, I cant generate reports based on the category fields I've setup.
What problems is the product solving and how is that benefiting you?
IT services are being managed through it.
Proactive and an extremely fast response to any questions/suggestions/requests
What do you like best about the product?
Friendly, proactive, genuinely interested in understanding our needs and assisting us
What do you dislike about the product?
Nothing I can think of - they have been very helpful and supportive in our evaluation
What problems is the product solving and how is that benefiting you?
Looking to replace our aging ITSM with a new product and introduce a vast array of new features which will improve our time to log calls, respond to calls, automate workflow and provide a much better service to our end users
Recommendations to others considering the product:
Try them - you'll be pleasantly surprised
So Far So Good
What do you like best about the product?
I love the responsiveness of the customer service, and the ease of use of the software.
What do you dislike about the product?
Wish it was a little bit more customizable.
What problems is the product solving and how is that benefiting you?
We needed a ticketing system for our IT Department. So far it has cut down on response time and keeps everything together.
Quick responses
What do you like best about the product?
The follow-up E-mails and the personal communication. No standardized responses.
What do you dislike about the product?
Do not always understand the issue, but it could be my own fault
What problems is the product solving and how is that benefiting you?
The rules on Freshservice
FAQ is also useful. Customer Service could provide me with relevant links to FAQ
FAQ is also useful. Customer Service could provide me with relevant links to FAQ
Great service, great support
What do you like best about the product?
We use Freshservice as our primary ticketing software and whenever we have any questions or issues the support team are there to help resolve them quite quickly.
What do you dislike about the product?
There are still a few things that we would like to see in regards to functionality in the product (such as a text to ticket integration) however it is very easy to use, very easy to configure and an overall great service.
What problems is the product solving and how is that benefiting you?
It helps us with tracking our performance as well as provides an archive of previous issues we've had to deal with. We have also been building a knowledgebase to help solve many easy issues users might have access to solve themselves to alleviate some of our workload.
Recommendations to others considering the product:
It is highly customizable and easy to customize. Rules are easy to create and has great support for any issues you might face
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