Freshservice
Freshworks Inc.External reviews
1,271 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Superb services for support to my customers
What do you like best about the product?
The Freshservice is easy to deploy and provide less operational maintenance. It has ability to perform the job without repetitive administrative activities. This is my most favorite attribute. One time setup is a requirement and all the things are working well. I understand this type of flexible service require deep knowledge about requirement of business and about the desire outcomes. Where the paid plans has many good features, the free plan is also good enough for a small firm. It only needs a few hours to setup the services and its simple workflow is helping us to reduce the time consuming over an issue.
What do you dislike about the product?
The features are good enough and there is nothing to complain. However the look, designing and layout of admin panel could be update with some elgent look. There could be pre-designed templates for the user.
What problems is the product solving and how is that benefiting you?
Ticket and Knowledge base for the end user. The email to ticket and online submission of support request provide me pre-build solution to interact with the customer and to make the history of provided support.
Recommendations to others considering the product:
The freshservice is good, 24x7 available service. I am happy for its uptime, speed, and support ticket management features. Me and my team are using it since few times and never found any error or collision in its features.
Best kept secret in IT
What do you like best about the product?
The features and capabilities of FreshDesk is overwhelming evidence of their true experience. This is exactly what emerging IT company's need.
What do you dislike about the product?
Would like training. Also calendar help.
What problems is the product solving and how is that benefiting you?
Tracking types of tickets, discovering high support use from people or devices. Asset depreciation. Big company practice with few people!
Fresh Service Help Desk
What do you like best about the product?
It is easy to use and has great filters.
What do you dislike about the product?
Web page does not refresh automatically.
What problems is the product solving and how is that benefiting you?
It is easy for our clients to use and the filters make it easy to access tickets we need to look at.
Easy to create tickets
What do you like best about the product?
The user friendly interface is easy to work with.
What do you dislike about the product?
The text formatting for email notifications not working fine.
What problems is the product solving and how is that benefiting you?
Working on the iPad.
A great cost effective service desk platform
What do you like best about the product?
The web based product is easy to set up and configure. Cost is on a per user bases that can be adjusted realtime and charges are prorated.
What do you dislike about the product?
Billing needs improvement. When adjusting user counts, I could sometimes see many bills in week.
What problems is the product solving and how is that benefiting you?
We route our customer voicemail and email requests through Freshdesk.
Freshservice fits my company's needs perfectly
What do you like best about the product?
It's great having all of our helpdesk tickets and other requests all in one location/system for easy filtering and searching.
What do you dislike about the product?
I don't like how it doesn't seem possible to default (or save a Favorite) with certain criteria selected.
What problems is the product solving and how is that benefiting you?
We are solving our needs of using Freshservice as a helpdesk system. When users send an email to our IT department, these emails are automatically set up to create tickets in Freshservice.
FreshService
What do you like best about the product?
I like the ease of use
The ability to use the free account
The ability to use the free account
What do you dislike about the product?
Nothing at all we really like this product.
What problems is the product solving and how is that benefiting you?
We needed a help desk system but could not afford one. The ability to have a help desk system
Recommendations to others considering the product:
Like it
we hope to be able to find a way to fund the pay service soon
we hope to be able to find a way to fund the pay service soon
Joe's Freshservice
What do you like best about the product?
integrates with a crm, chat and customer facing help desk service
What do you dislike about the product?
too many options make setting up intimidating
What problems is the product solving and how is that benefiting you?
handling internal bug squashing
Recommendations to others considering the product:
excellent support! probably the reason why i stayed. the setup can be a challenge otherwise. also, good integration with other freshdesk apps.
Great ticket tracker
What do you like best about the product?
I can submit and gain insight on my tickets via browser, email, or mobile app. Easy to use!
What do you dislike about the product?
Using the mobile app, when you reply, it always says Hi (your name). It's annoying.
What problems is the product solving and how is that benefiting you?
It's a centralized way to document tickets and get statuses.
Recommendations to others considering the product:
Ability to sort and filter better.
Freshservice, a fun, simple, and effective tool perfectly suited for managing requests.
What do you like best about the product?
1. The service catalog has allowed us to greatly simplify certain recurring requests (employee arrivals/departures, etc.).
2. The Dashboard gives us a very good quick overview of the status of tickets on a day-to-day basis.
3. Being able to easily generate customized activity reports allows us to reduce the time spent collecting and analyzing KPIs.
4. A single tool for managing our IT and General Services requests.
5. Cloud model: accessible from anywhere and from any device | no impact on our current infrastructure, nor any administration to manage | easily adaptable to their needs.
6. Ease of use and gamification (friendly competition among agents).
7. Possibilities for end users to track their requests.
2. The Dashboard gives us a very good quick overview of the status of tickets on a day-to-day basis.
3. Being able to easily generate customized activity reports allows us to reduce the time spent collecting and analyzing KPIs.
4. A single tool for managing our IT and General Services requests.
5. Cloud model: accessible from anywhere and from any device | no impact on our current infrastructure, nor any administration to manage | easily adaptable to their needs.
6. Ease of use and gamification (friendly competition among agents).
7. Possibilities for end users to track their requests.
What do you dislike about the product?
The search model that does not search in the personal fields of the service catalog
What problems is the product solving and how is that benefiting you?
Freshservice completely addressed our initial issues. Indeed, the fact that users only need a web browser or email to make a request allowed us to better record all user requests and avoid "hallway" requests. Moreover, we previously had two applications for IT and General Services tickets. Now, all requests are handled through a single tool. Also, the day-to-day management of tickets (escalation, tasks,...) has become much simpler with Freshservice. Finally, the multitude of reports offered by default in the tool has greatly reduced the monthly time spent collecting and analyzing KPIs.
In just 9 months, we have identified many improvements in the management of our IT and General Services requests. We now have the ability to have information on response times and ticket resolutions.
• On the agents' side:
◦ Approximately 15% decrease in average first response time
◦ Approximately 30% decrease in average response time
◦ Reduction in resolution time
◦ More than 50% decrease in IT tickets reassigned between agents thanks to the management of escalations, tasks, and planning
◦ Better tracking and management of tickets (more information provided on progress status)
◦ Reduction in the number of ticket backlogs
◦ Increase in performance in terms of SLAs
◦ Satisfaction of IT teams
◦ Very good quick overview of ticket status thanks to the dashboard
◦ Reduction in time spent collecting & analyzing KPIs thanks to reports
◦ Reduction in ticket volume thanks to the self-service portal
• On the infrastructure side:
◦ Application availability 24/7 | no need to monitor it and its administration
• On the users' side:
◦ Simplification of certain recurring requests (employee arrivals/departures, etc.) thanks to the service catalog
◦ Reduction of anarchic "hallway" requests: increase in requests made via the tool.
◦ Satisfaction of end users with the system itself
◦ History of all their requests easily accessible
In just 9 months, we have identified many improvements in the management of our IT and General Services requests. We now have the ability to have information on response times and ticket resolutions.
• On the agents' side:
◦ Approximately 15% decrease in average first response time
◦ Approximately 30% decrease in average response time
◦ Reduction in resolution time
◦ More than 50% decrease in IT tickets reassigned between agents thanks to the management of escalations, tasks, and planning
◦ Better tracking and management of tickets (more information provided on progress status)
◦ Reduction in the number of ticket backlogs
◦ Increase in performance in terms of SLAs
◦ Satisfaction of IT teams
◦ Very good quick overview of ticket status thanks to the dashboard
◦ Reduction in time spent collecting & analyzing KPIs thanks to reports
◦ Reduction in ticket volume thanks to the self-service portal
• On the infrastructure side:
◦ Application availability 24/7 | no need to monitor it and its administration
• On the users' side:
◦ Simplification of certain recurring requests (employee arrivals/departures, etc.) thanks to the service catalog
◦ Reduction of anarchic "hallway" requests: increase in requests made via the tool.
◦ Satisfaction of end users with the system itself
◦ History of all their requests easily accessible
Recommendations to others considering the product:
It is an excellent tool that fully meets the needs of agents and users.
It is easy for end users to understand and accept.
The administration and configuration part is done easily and does not require any special skills.
A completely Cloud-based solution, therefore ideal, as there is no infrastructure to manage, and system administration is done by the FreshDesk teams!
It is easy for end users to understand and accept.
The administration and configuration part is done easily and does not require any special skills.
A completely Cloud-based solution, therefore ideal, as there is no infrastructure to manage, and system administration is done by the FreshDesk teams!
showing 521 - 530