We use the solution primarily for ITSM, but also in the capacity of ESM. It incorporates ITIL elements such as changes, problems, asset management, and ticketing, which is the main concept in use.
Freshservice
Freshworks Inc.External reviews
1,281 reviews
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Process-oriented efficiency and effective ticket automation while eliminating extensive triage
What is our primary use case?
How has it helped my organization?
The solution facilitates a transition from an organizational structure that is function-based to a process-oriented approach. This improves efficiency in ticket routing and eliminates the need for extensive triage.
What is most valuable?
The most valuable features include ticket routing, automation in triage, data control, and flat licensing. It allows for customization and offers a broad feature set.
What needs improvement?
I experienced some delay in response time for non-function critical queries. Moreover, there's limited experience with the CMDB or asset management features.
For how long have I used the solution?
We implemented the solution approximately four years ago.
What do I think about the scalability of the solution?
I have not had any real experience scaling with this solution.
How are customer service and support?
The customer service is satisfactory, though there might be delays in response for non-critical issues.
How would you rate customer service and support?
Neutral
Which solution did I use previously and why did I switch?
We compared this solution with others in terms of feature comparison, licensing, and scalability.
How was the initial setup?
The initial setup is very easy, especially if the external components and organizational structure are pre-defined.
What's my experience with pricing, setup cost, and licensing?
The solution offers flat licensing and appears to be cost-effective.
Which other solutions did I evaluate?
We evaluated Halo and compared it for feature capabilities and customization.
What other advice do I have?
None of my personal information should be published, and my comments should remain anonymous under GDPR regulations.
I'd rate the solution eight out of ten.
Review for Freshservice
What do you like best about the product?
Freshservice is easy to use and there is a lot's of feature that improve my work.
What do you dislike about the product?
there is nothing major dislike about it.
What problems is the product solving and how is that benefiting you?
when ever i faced any issue will raised a ticket on it and help me as well it person to cordinate with each other.
The Ideal IT Helpdesk Solution
What do you like best about the product?
The new modern UI is very attractive and easy to use. I also appreciate the updated Asset Life cycle Management feature, which is especially helpful for IT professionals like me to manage the complete life cycle of assets from procurement to disposal.
What do you dislike about the product?
The procing gets a bit expensive going forward and also the mobile app lags a lot. These areas can be improved a little.
What problems is the product solving and how is that benefiting you?
It streamlines the ticketing issues as IT sometimes lost the way tracking their tickets without this tool and help in reduceing response time and ensures relevant team gets directed to the issues.
It also improves the SLA ensuring good customer satisfaction.
It also improves the SLA ensuring good customer satisfaction.
Streamlined our IT service management
What do you like best about the product?
- Onboarding and offboarding web forms
- Intuitive interface and automated workflows have reduced our resolution times significantly.
- A significant leader amoungst there competition
- Look a feel is very easy to use.
- Intuitive interface and automated workflows have reduced our resolution times significantly.
- A significant leader amoungst there competition
- Look a feel is very easy to use.
What do you dislike about the product?
- When requesting for feature, one doesnt hear anything from support after requested. Its as if the request disappears
- When asking for support, you are requested to find an available Calendy slot with an engineer, its usually a day later. Makes it difficult if you need support ASAP.
- When asking for support, you are requested to find an available Calendy slot with an engineer, its usually a day later. Makes it difficult if you need support ASAP.
What problems is the product solving and how is that benefiting you?
- Onboarding and offboarding staff.
- Change Management
- Incident Management
- Release Management
- Inventory and Software management
- Change Management
- Incident Management
- Release Management
- Inventory and Software management
Easy to integrate. covers most ITSM needs.
What do you like best about the product?
Easy to use, implement, and integrate. covers most ITSM needs. Support is OK. Out business uses Freshservice very frequently for tickets and automation.
What do you dislike about the product?
Lack of some features. Support is always very responsive but sometimes resolves issues too quickly.
What problems is the product solving and how is that benefiting you?
Freshservice provides the It agents great visabilty into active tickets. The canned responses is a great feature to speed responses.
We also use Freshservice workflows heavily to update out HRIS and ITAM (we do not use the built-in ITAM)
We also use Freshservice workflows heavily to update out HRIS and ITAM (we do not use the built-in ITAM)
High level ticketing system
What do you like best about the product?
FreshService has a friendly UI which allows an easy track of tickers and tasks. In addition, the several services included allows to automate several processes. Also, every times I need support, I get fast answers and in case they cannot give me the service by email, a call takes place.
What do you dislike about the product?
When I did a migration process using the Workspace Organizer, some of the items from one workspace to another where not included to automatically migrate, making me involve lots of time into manual implementation. Also, I was negatively surprised about some FreshService management supposedly to test the differces between IT and Business agents and telling me that only a few differences, and I find out several differences.
What problems is the product solving and how is that benefiting you?
Allows a cetralised way to manage, document and assign tickets opened by our employees, ensuring an effective communication and solving.
The best helpdesk out there!
What do you like best about the product?
Freshservice has been a lifesaver for our helpdesk and asset management. Freshservice has a wide range of features to use with a whole bunch of automation abilities as well. It easily integrated into our M365 tenant as well.
What do you dislike about the product?
It is a little complicated to learn, but the guides provided and the customer support has been excellent.
What problems is the product solving and how is that benefiting you?
It provides multiple ways for our users to get in contact with the helpdesk.
Simple and clean to use, making our team more productive
What do you like best about the product?
Freshworks has made the way our team work much more streamlined. We previously used very old school methods of incident management, direct emails to team members etc., and we needed to get our way of working sorted. We have been using FreshService for over 2 years now and have found the way it helps us work, and the simplicity especially of that work, has meant that we are simply more productive.
I have used many ITSM tools in the past, Remedy, Clarify, HP's ITSM behemoth tool, and all sorts of homebrew solutions, but none comes close to the clean and simple web-based approach of this product. Initial set up and configuration is quick and easy, and ongoing configuration change and user maintenance is straightforward. We can all see exactly what we're doing, ticket portability between workspaces is simple and transparent, and we have no issues. FreshService hss just become a part of the furniture for our Infrastructure team management, and now many other teams, as we are rolling out to the whole business.
In time, we are planning to roll out additional features of the product in phases, Change Management being one of the first to be looked at following the initial roll out.
I have used many ITSM tools in the past, Remedy, Clarify, HP's ITSM behemoth tool, and all sorts of homebrew solutions, but none comes close to the clean and simple web-based approach of this product. Initial set up and configuration is quick and easy, and ongoing configuration change and user maintenance is straightforward. We can all see exactly what we're doing, ticket portability between workspaces is simple and transparent, and we have no issues. FreshService hss just become a part of the furniture for our Infrastructure team management, and now many other teams, as we are rolling out to the whole business.
In time, we are planning to roll out additional features of the product in phases, Change Management being one of the first to be looked at following the initial roll out.
What do you dislike about the product?
Reporting is not as straightforward as it might be, but I'm an Infrastructure chap, and reporting is not one of my BAU responsibilities so perhaps it's not surprising that it has taken some time to get my head around it.
What problems is the product solving and how is that benefiting you?
Incident Management, it's just streamlining our BAU processes and daily work. Change Management and Problem Management are in sight to look at next too.
It helps you streamline processes and keep track of assets!
What do you like best about the product?
Its ease of use, straightforward installation, excellent ticket management system, and rock-solid technical support are all features that I appreciate. Both tickets and assets are handled effectively. Our company's efficiency has been greatly enhanced by its customizable features, automated workflows, and ability to integrate with other applications. Any company that uses tickets to track tasks, automate processes, and keep track of assets would benefit greatly from this system's superior ticket monitoring and management capabilities.
What do you dislike about the product?
There should be more regular updates in the areas of change management and reporting, as these are often lacking.
What problems is the product solving and how is that benefiting you?
It facilitates the management of customer service tickets and discussions with the business. It allows us to see what types of issues our customers are having and organize our support team accordingly. Our customer success, sales, and support teams all use the platform. We can track current support requests in real time as they are shared among a group of remote specialists, and we can store historical data that both our customers and internal teams can access.
IT Support Tool
What do you like best about the product?
Fresh Service is tool that help to stemline the process and flow of users request, the best part of it is service request module
What do you dislike about the product?
There are some limitation regarding the SKU, as we will not be applying all the customization required
What problems is the product solving and how is that benefiting you?
We mainly use the service request and incident management module of fresh service in daily use. this will solve our main concern regarding the user's requests.
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