We are using Freshservice for IT service management.
Freshservice
Freshworks Inc.External reviews
1,281 reviews
from
and
External reviews are not included in the AWS star rating for the product.
It's easy to filter and search as an end user
What do you like best about the product?
It's Filter and Subdivisions. It's simplified dashboard.
What do you dislike about the product?
Glitch that happened once due to which the tickets were not loading
What problems is the product solving and how is that benefiting you?
It's an amazing tool for managing and handling tickets
Provide IT service management with workflow and change management process
What is our primary use case?
What is most valuable?
The workflow and the change management process are valuable.
What needs improvement?
Freshservice automation capabilities are improving the way we respond to a few customers. There is a bit of delay when we must respond to the customer.
For how long have I used the solution?
I have been using Freshservice for five to six years.
What do I think about the stability of the solution?
The product is stable. I rate it a nine out of ten.
What do I think about the scalability of the solution?
500-1000 users are using this solution. I rate the solution's scalability a nine out of ten.
How are customer service and support?
Support is quite good.
How was the initial setup?
The initial setup is easy and takes two months to complete. I rate it a ten out of ten.
What was our ROI?
We have achieved ROI in 12 months.
What's my experience with pricing, setup cost, and licensing?
The solution's pricing is reasonable.
What other advice do I have?
There are different tiers or plans for product selection, so we can simply choose from a list of suitable products. This way, we avoid bundling features we do not necessarily need and do not have to pay for features we will not use.
Freshservice is feasible to implement. A third-party consultant is not necessarily required. The customer service is also quite intuitive and easy to set up. Upon onboarding, the team's productivity increases within three months.
Overall, I rate the solution a nine out of ten.
Great solution and excellent customer support!
What do you like best about the product?
Easy to setup, easy to use and well documented.
Excellent customer support!
Excellent customer support!
What do you dislike about the product?
Advanced analytics and SLA management are not available for Starter subscription.
What problems is the product solving and how is that benefiting you?
Working for a small, fast-growing company, the IT team needed a better way to work together more effectively on incident response.
Freshservice is the perfect tool for the job.
Freshservice is the perfect tool for the job.
Tons of features for a reasonable cost
What do you like best about the product?
We moved to FreshServiced in 2019 and have been happy with our choice. I manage the IT department of a 200 person professional service firm. I have a background in the MSP space and liked the features in competing products like ConnectWise, but that was far too expensive for a small, internal IT team. We looked at several other solutions and were most impressed by FreshService because it was easy to setup and get started. We use it for helpdesk tickets, IT knowledge base (we have a user facing knowledge base and also a second one that's just for the IT department), and tracking harware assets.
One of the best things about FreshService is that it's incredibly flexible and we can modify and customize it easily without needing to be able to write code. There are also easy automations we've been able to setup for onbarding and offboarding users, setting up computers in a consistent fashion, etc.
We've also been impressed by how many new features get added to FreshService. The product has had a lot of improvements and added features over the five years we've used it (and most of them were added into our existing license so we didn't need to purchase new or higher level pricing). They also keep adding third party integrations to the product. Some of those are free, some might require buying add-ins from FreshService or other vendors. But overall, I feel like this is a product that is constantly evolving and adding new features, so I don't feel like I'm "stuck" with the same product I bought five years ago. My team and I use it everyday and it's become an indispensable tool for us.
We havent needed help from suport that often, but we've found their support to be good.
One of the best things about FreshService is that it's incredibly flexible and we can modify and customize it easily without needing to be able to write code. There are also easy automations we've been able to setup for onbarding and offboarding users, setting up computers in a consistent fashion, etc.
We've also been impressed by how many new features get added to FreshService. The product has had a lot of improvements and added features over the five years we've used it (and most of them were added into our existing license so we didn't need to purchase new or higher level pricing). They also keep adding third party integrations to the product. Some of those are free, some might require buying add-ins from FreshService or other vendors. But overall, I feel like this is a product that is constantly evolving and adding new features, so I don't feel like I'm "stuck" with the same product I bought five years ago. My team and I use it everyday and it's become an indispensable tool for us.
We havent needed help from suport that often, but we've found their support to be good.
What do you dislike about the product?
In general, we're very satisified. Sometimes, some of the online documentation seems like it mght be a bit out of date, but, I think that also might be because the product changes quickly and sometimes the documentation doesn't seem to keep up. But I can generally find the online help I need, but it might require a bit of digging.
What problems is the product solving and how is that benefiting you?
We've been able to track our help desk much more efficiently. It's helped us improve our respnse times and the consistency of our service delivery. It also has been very valuable for tracking physical hardware assets and helping us build and easy to use user facing Knowledge Base that shows users solutions for isuses they might have. This is really useful for issues that occur outside of business hours and oftnen it helps users solve their own issues.
A great Ticketing System that provides much more!
What do you like best about the product?
I like that it offers more than just ticketing. We are currently using it to track projects, changes, on/offboarding, and more. It is very easy to use and easy to learn for first time ticketing system users. We have only been using it less than a year but we have been able to learn to use it very quickly and the staff at Freshservice are very helpful! The analytics tracking it provides has also alloweed us to improve our departments performance goals.
What do you dislike about the product?
I do not dislike anything about the product so far.
What problems is the product solving and how is that benefiting you?
Freshservice has provided ticket tracking, resolution tracking and also analytics tracking for our helpdesk. We are now able to prove the amount of incidents we are getting on a daily basis.
An everchanging but simple service
What do you like best about the product?
I have found that the workflow automations have made implementing changes alongside the Sandbox environment has been greatly beneficial in managing our customers. I use these all of the time as our business develops. When there are issues I have found that support has been quick to assist me in my issues. The platform is very simple to use for users even from a non technical standpoint.
What do you dislike about the product?
We do have issues with integrations at points and have found that integrations created with Partners can be fragile.
I wish that the Home page designer was also more developed with more options for personalisation.
I wish that the Home page designer was also more developed with more options for personalisation.
What problems is the product solving and how is that benefiting you?
Freshservice is helping us manage our customers and engage with them in timely and effective manners.
Ease of use does come in a package!
What do you like best about the product?
The ease of letting users submit a ticket is so easy that people do not find it hard to follow procedures. Integration is available to certain apps are available, though it might take time to integrate them.
What do you dislike about the product?
Setting up could take some time. But the customer support is helpful enough to guide with set up questions.
What problems is the product solving and how is that benefiting you?
People needing to login to a helpdesk before, now only has to email us and it us so much easier knowing that in each organisation, there are so many platform in place.
Great tool for B2E companies
What do you like best about the product?
- workflow automator
- business rules for forms
- service request catalogue
- porta customization
- business rules for forms
- service request catalogue
- porta customization
What do you dislike about the product?
- customer chat support team
- analytics
- analytics
What problems is the product solving and how is that benefiting you?
Freshservice helps create a great environment for big B2E companies. Its automation functionality is vast and can easily imitate AI.
Can upload the catalog easily and useful for ticketing
What is our primary use case?
You can connect the system to an IDR when you receive a call. That was an easy use case to implement. Also, you can use a ticketing system for internal tech support issues within the company. It was oriented toward both the end customer and the internal customer.
It improved the organization's workflow by making managing all the information and tickets in a single system much easier.
What is most valuable?
One of the things I liked about Freshservice was how easy it was to implement. While it doesn't have extensive customization capabilities, the available options are sufficient for certain sizes of companies. You don't need to customize your ticketing system much. Freshservice is a great solution because you can implement it very quickly. You can upload your catalog, and you're done in maybe a week or two.
What needs improvement?
I think it would be great if the tool had another version that is more customizable. From what I remember, there were some limitations regarding the number of assets you could track. In a more robust version, the number of assets increases, but I think it would be better to have something more customizable for all versions, especially the most robust version. This would be great for larger customers.
What do I think about the stability of the solution?
I rate Freshservice's stability as ten out of ten.
What do I think about the scalability of the solution?
I rate the solution's scalability a seven out of ten.
How are customer service and support?
I have contacted technical support. It wasn't very easy. Even as a retailer partner, sometimes it was difficult to get someone from tech support to address an issue, especially if it involved changing labels or fields. Getting support for these kinds of issues was challenging.
How would you rate customer service and support?
Neutral
How was the initial setup?
The tool's deployment is easy. I rate it a ten out of ten.
What about the implementation team?
A customer can do it themselves.
What was our ROI?
In the Latin American market, companies may not generate the same revenue as American companies of similar size. Therefore, while the return on investment could be good for an American company, it might not be as significant for a Latin American company.
What's my experience with pricing, setup cost, and licensing?
I don't think it's expensive for the US or some European markets. Still, when I used Freshservice in Mexico, some customers found it a bit pricey, especially considering the platform's features. I think the pricing is fair for use in the European market, but it might be perceived differently in Latin America.
What other advice do I have?
I rate the overall product an eight out of ten.
very good customer service and instant problem solving
What do you like best about the product?
very helpful and always resolved the problem on time
What do you dislike about the product?
now we have to go through email only.Before we could have contacted them via phone too
What problems is the product solving and how is that benefiting you?
managing user request /automation in workflow etc.
showing 71 - 80