Freshservice
Freshworks Inc.External reviews
1,271 reviews
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Very good and good looking ITSM SaaS software
What do you like best about the product?
* Fast rollout: you can go live with Estate Plan in really 2 weeks.
* Good implementation of ITIL framework.
* Good asset manager.
* Good customer service: fast reply and competent customer service so far, really appreciate it
* Easy and intuitive interface for the users: this is the main stand out feature with competitors! We really want users to use this Service Desk tool with all the features, especially Service Catalog, and FreshService intuitive UI is what helped us achieving good usage with almost no users complaints.
* Affordable: price is agent based, not user based, and is one of the lowest compared to competitors, maybe the lowest on ITIL based software
* Good implementation of ITIL framework.
* Good asset manager.
* Good customer service: fast reply and competent customer service so far, really appreciate it
* Easy and intuitive interface for the users: this is the main stand out feature with competitors! We really want users to use this Service Desk tool with all the features, especially Service Catalog, and FreshService intuitive UI is what helped us achieving good usage with almost no users complaints.
* Affordable: price is agent based, not user based, and is one of the lowest compared to competitors, maybe the lowest on ITIL based software
What do you dislike about the product?
* Project management module is underdeveloped (only Estate plan): the module works but there are PM focused competitors that does the job way better, and it's really lacking features when we're talking about portfolio management (i.e: handling more projects). The devs should remove the feature or improve it.
* Some features have low customization: asset management and categories, for example, doesn't have lot of customization options so if you may get stuck with them if your organization have particular needs.
* Mobile app is below the web UI: I really like the web UI but not the mobile app, especially for agents usage.
* Some features have low customization: asset management and categories, for example, doesn't have lot of customization options so if you may get stuck with them if your organization have particular needs.
* Mobile app is below the web UI: I really like the web UI but not the mobile app, especially for agents usage.
What problems is the product solving and how is that benefiting you?
A central ITSM system has greatly benefit our company and the intuitive UI help the users with their requests.
Recommendations to others considering the product:
Use the customer service (they really help) and train your end user constantly at using the software resources, especially the Service Catalog, to really use the full feature of the software
A full featured pop-up with a fresh look
What do you like best about the product?
There quick reactions to support calls and pricing
What do you dislike about the product?
The multi-language support is not optimal. No real dynamic content
What problems is the product solving and how is that benefiting you?
- Servicedesk
- Automating ticket creation
- Automating ticket creation
Recommendations to others considering the product:
Pay attention if you need full multi-language support
Easiest Service desk to use
What do you like best about the product?
The ease of use and setup of Fresh service is great. we can make announcements and link incidents to problems, for us this has been the best service desk we have had.
What do you dislike about the product?
I would like The integration of Team Viewer and to book appointments to users calendars (Office 365).
What problems is the product solving and how is that benefiting you?
Fresh service is cheaper than most and it helps with Asset management.
Recommendations to others considering the product:
Trial it and you will like it!
good and support is great
What do you like best about the product?
timings, support, resolution in immediately.
What do you dislike about the product?
as of now I am facing difficulties in reporting side. unable to fetch required report
What problems is the product solving and how is that benefiting you?
IT ticketing.
Recommendations to others considering the product:
need to focus on reporting side.
Full IT Help Desk up and running in a day
What do you like best about the product?
Ease of setup, detailed documentation. thriving community and support available via email, chat and phone. Responsive Account Managers
What do you dislike about the product?
Missing a few feature that would really help lock down requests. Such as full AD group sync.
What problems is the product solving and how is that benefiting you?
Previously we used email for all our IT work. Tickets would get lost. Staff were not able to see how tickets and request progressed.
Now tickets are tracked. Other agents can see notes. Projects are monitored and tasks assigned. Nothing goes missing.
Now tickets are tracked. Other agents can see notes. Projects are monitored and tasks assigned. Nothing goes missing.
Recommendations to others considering the product:
Very easy to setup. Make use of Support and the Community. We started with tickets coming in via email. Then published the portal a short time later. Portal adoption is growing organically. We had 1 person complete the setup in 1 day.
Simple, straight forward solution
What do you like best about the product?
Easy to use, integrates with SSO Okta solution that allows me to easily track my issues and get quick updates.
What do you dislike about the product?
Never heard of it before so I'm unsure if there are hurdles waiting down the road that I can't anticipate.
What problems is the product solving and how is that benefiting you?
Tracking of trouble tickets in potentially impact my release schedules.
Recommendations to others considering the product:
The ability to integrate with single sign on services such as Octa make it simple to use and get people to use.
Strong Help Desk System With Low Maintenance Requirements
What do you like best about the product?
If you needed to go live this Product could likely be setup at a basic level in less than an hour, but then allows you to get granular and refine and improve the product. As an example the auto reply emails. They are satisfactory out the door but can be edited and revised.
What do you dislike about the product?
When you create Categories for you tickets they have a great Preview button which allows you to view all of the categories and how they appear. With the canned emails you rely on using Field Tags so the preview button is really a missing feature. This requires you to test every email by triggering it.
What problems is the product solving and how is that benefiting you?
For a small staff we need a very robust and full featured Help Desk ticketing system, We also need something with low maintenance and does not require a lot of work as we do not have resources.
Recommendations to others considering the product:
Make sure you test every element you intend to use. They are very helpful but coming from a different product it is important to understand things like workflow and triggers.
Major time saver and accountability piece
What do you like best about the product?
This platform is very easy to use. It solves a number of issues in my IT Department
What do you dislike about the product?
Cost is a little higher but still very reasonable.
What problems is the product solving and how is that benefiting you?
Tracking of requests and concerns and providing accountability for IT staff
Excelente producto para mi uso
What do you like best about the product?
easy handling and development in the tool
What do you dislike about the product?
I have no objections to the product, I highly recommend it.
What problems is the product solving and how is that benefiting you?
to date I have not had any inconveniences, it has met my expectations
Recommendations to others considering the product:
I recommend the product.
Great ITSM tool for small to midsize IT operations
What do you like best about the product?
Great implementation support and many features ready out of the box (i.g., inbound email to ticket conversion, incident, asset management, and reports), compared to a larger enterprise tool we previously used
What do you dislike about the product?
Custom fields for service catalog is limited.
What problems is the product solving and how is that benefiting you?
Simple and clean user interface
Recommendations to others considering the product:
We reached out to other vendors, but Fresh Service's business unit and the tech support unit were to most responsive and helpful from the beginning of the evaluation phase, which made them a clear winner among its competitors.
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