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Doesn't work
Cannot setup account because the setup account URL is dead, it goes to either a 503 or a 404. Do not buy through marketplace, even if you use the same email address, the billing is not linked.
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Reliable tool for incident management and follow-up with clients on cases via email and portal
What do you like best about the product?
The most usefull use of the tool is it can be accessed by mobile and laptop, providing the flexibility to work from anywhere and making it user friendly.
What do you dislike about the product?
None as of now, the tool is working perfect and FS team is nailing it.
What problems is the product solving and how is that benefiting you?
Helps in keeping track of case/incident ticket flow and sending notification to agent promptly. Also I received a notification in case any case is escalated/closed/opened/assigned.
Lo mejor para mesa de ayuda
What do you like best about the product?
Lo que mas me gusta de freshservice es que puedo usarlo de forma diaria en mi organizacon, su interface es sencilla de usar tanto para administradores como usuarios finales, tengo la dicha de usar freshservice
What do you dislike about the product?
hay pocas cosas que puedo responder a esta pregunta ya que me gusta mucho freshservice si tengo que dar mi oponion para mejorar en un aspecto es en que el valor es un poco elevado a mi parecer, pero del resto es estupendo
What problems is the product solving and how is that benefiting you?
El tema de la organizacion en la mesa de ayuda de mi organizacion es fantastica gracias a freshservice ya que nos ayuda organizando los casos dependiendo su importancia y nos da un tiempo pruedente para su resolucion
Great for bringing the business teams together
What do you like best about the product?
A great tool that enables you to setup a tool for IT and the business with an easy to use Out the box solution. Links great to a CMDB and alerting on downtime.
What do you dislike about the product?
Workflow automator could use a bit of work on the useability.
What problems is the product solving and how is that benefiting you?
Freshservice is solving a ticketing solution unification across the whole business and stopping the siloed culture in the company.
Great As a Ticketing System and Knowledge Base
What do you like best about the product?
I especially like that Freshservice can be configured to our needs, and that support agents were available to answer my questions and help me with setting up automation.
What do you dislike about the product?
I don't like the fact that despite being a long-time customer and not needing to utilize any additional features, the cost has increased exponentially and without much notice.
What problems is the product solving and how is that benefiting you?
We use it as our ticketing system and for our Support Library. It has helped with enhancing our efficiency. We can address customer support issues quickly and easily link articles from our Knowledge Base.
Fresh service for the win
What do you like best about the product?
How it can help me delegate our ticketing system to additional users based on bandwidth, as well implement a division of departments to easily move tickets between entities
What do you dislike about the product?
How email integration sometimes works faster than the ticketing que and any new tickets can show in email before the actual web portal
What problems is the product solving and how is that benefiting you?
letting me integrate and collaborate across my teams to verify proper time management and execution are in place.
This service NOT WORK
We purchased service, but setup URL to configure didn't work. We contacted freshservice support and was awful experience and they not solve the problem. We shut down the subscription.
Unveiling Excellence: A Review of Freshworks Solutions
What do you like best about the product?
Unified Platform: Freshworks offers a suite of customer engagement tools, including customer support, marketing, sales, and more, all integrated into a single platform. This unified approach streamlines workflows and eliminates the need for multiple disjointed tools.
Automation: The automation features within Freshworks help reduce manual tasks, increase efficiency, and ensure timely responses to customer interactions.
Integration Capabilities: The software's ability to integrate with other popular tools and platforms contributes to a more comprehensive and connected business ecosystem.
Automation: The automation features within Freshworks help reduce manual tasks, increase efficiency, and ensure timely responses to customer interactions.
Integration Capabilities: The software's ability to integrate with other popular tools and platforms contributes to a more comprehensive and connected business ecosystem.
What do you dislike about the product?
No Cloud Hosting in Middle East
Response Time: In some cases slower response times from customer support, impact the resolution of urgent issues.
Feature Requests: Users might wish for certain additional features that are not currently available within Freshworks' offerings.
Response Time: In some cases slower response times from customer support, impact the resolution of urgent issues.
Feature Requests: Users might wish for certain additional features that are not currently available within Freshworks' offerings.
What problems is the product solving and how is that benefiting you?
Disjointed Communication: Freshworks' suite of customer engagement tools consolidates communication channels, preventing fragmented interactions and helping businesses manage customer inquiries seamlessly.
Inefficient Support: Freshworks' customer support software streamlines and automates support processes, reducing manual tasks and ensuring timely responses to customer queries.
Sales Pipeline Management: Freshworks' CRM tools help businesses track leads, manage sales activities, and forecast revenue, leading to more organized and efficient sales processes.
Inefficient Support: Freshworks' customer support software streamlines and automates support processes, reducing manual tasks and ensuring timely responses to customer queries.
Sales Pipeline Management: Freshworks' CRM tools help businesses track leads, manage sales activities, and forecast revenue, leading to more organized and efficient sales processes.
Minha Experiência com FreshService
What do you like best about the product?
É um produto extremamente completo que segue a risca a estrutura ITIL.
What do you dislike about the product?
Acho que podem melhorar a geração de relatórios, hoje acho um pouco confuso.
What problems is the product solving and how is that benefiting you?
Consigo rapidamente incluir o catálogo de serviços por cliente, gestão de incidentes, gestão de devices, geração de relatórios.
Awesome platform that evolves quickly
What do you like best about the product?
From the moment I started using this platform, it became evident that it was designed with both efficiency and user satisfaction in mind.
The end user portal is truly a game-changer. It's intuitive, user-friendly, and offers a seamless experience for both IT teams and employees. Navigating through the portal is a breeze, making it incredibly easy for employees to submit their IT requests and incidents. The self-service options are particularly impressive; employees can find solutions to common issues without having to rely on IT support, saving both time and resources.
The analytics capabilities of FreshService ITSM are truly remarkable. The range of data insights provided is extensive and incredibly valuable for informed decision-making. The ability to track key performance metrics, monitor ticket trends, and identify bottlenecks in real-time has greatly improved our IT operations. These analytics not only enhance our IT team's efficiency but also help us proactively address potential issues before they escalate.
The user interface of FreshService ITSM is a masterpiece in itself. It's sleek, modern, and easy on the eyes. Navigating through various sections feels natural and intuitive, making the learning curve for new users practically non-existent. The layout is well-organized, ensuring that necessary information is readily accessible without any unnecessary clutter.
One of the standout features for me is how customizable FreshService ITSM is. Tailoring the platform to suit our organization's specific needs was a breeze. The ability to configure workflows, ticket forms, and automation rules allowed us to align the system perfectly with our internal processes.
Overall, FreshService ITSM has greatly transformed the way our IT department operates. The end user portal's simplicity has empowered our employees, the analytics have fine-tuned our processes, and the user interface has made working within the platform a true pleasure. It's a comprehensive solution that not only enhances IT service management but also contributes positively to our organization's overall efficiency. I wholeheartedly recommend FreshService ITSM to any business looking to streamline its IT operations and elevate the end user experience.
The end user portal is truly a game-changer. It's intuitive, user-friendly, and offers a seamless experience for both IT teams and employees. Navigating through the portal is a breeze, making it incredibly easy for employees to submit their IT requests and incidents. The self-service options are particularly impressive; employees can find solutions to common issues without having to rely on IT support, saving both time and resources.
The analytics capabilities of FreshService ITSM are truly remarkable. The range of data insights provided is extensive and incredibly valuable for informed decision-making. The ability to track key performance metrics, monitor ticket trends, and identify bottlenecks in real-time has greatly improved our IT operations. These analytics not only enhance our IT team's efficiency but also help us proactively address potential issues before they escalate.
The user interface of FreshService ITSM is a masterpiece in itself. It's sleek, modern, and easy on the eyes. Navigating through various sections feels natural and intuitive, making the learning curve for new users practically non-existent. The layout is well-organized, ensuring that necessary information is readily accessible without any unnecessary clutter.
One of the standout features for me is how customizable FreshService ITSM is. Tailoring the platform to suit our organization's specific needs was a breeze. The ability to configure workflows, ticket forms, and automation rules allowed us to align the system perfectly with our internal processes.
Overall, FreshService ITSM has greatly transformed the way our IT department operates. The end user portal's simplicity has empowered our employees, the analytics have fine-tuned our processes, and the user interface has made working within the platform a true pleasure. It's a comprehensive solution that not only enhances IT service management but also contributes positively to our organization's overall efficiency. I wholeheartedly recommend FreshService ITSM to any business looking to streamline its IT operations and elevate the end user experience.
What do you dislike about the product?
Price Points for Small Businesses: While FreshService ITSM offers great value, the pricing structure might be a bit on the higher side for small businesses or startups. Exploring more flexible pricing options could make it more accessible to a broader range of organizations.
Reporting Customization: While the analytics capabilities are robust, some users have expressed a desire for more advanced reporting customization options. Providing users with greater control over report design and formatting would be a valuable enhancement.
Reporting Customization: While the analytics capabilities are robust, some users have expressed a desire for more advanced reporting customization options. Providing users with greater control over report design and formatting would be a valuable enhancement.
What problems is the product solving and how is that benefiting you?
Inefficient IT Service Delivery: FreshService helps organizations improve the efficiency of their IT service delivery processes. It provides a centralized platform for managing and tracking IT requests, incidents, and changes. This streamlines communication, reduces manual tasks, and ensures timely resolution of issues, leading to better service levels and higher user satisfaction.
Lack of Self-Service Options: The end user portal in FreshService empowers employees to find solutions to common IT issues independently through a self-service knowledge base. This reduces the burden on IT teams by enabling users to troubleshoot and resolve their problems without needing direct assistance, freeing up IT resources for more complex tasks.
Limited Visibility into IT Operations: FreshService's analytics and reporting capabilities offer insights into IT performance, ticket trends, and resource utilization. This enables IT managers to make data-driven decisions, identify areas for improvement, and proactively address potential issues, enhancing overall IT operations.
Manual and Inconsistent Processes: FreshService automates routine IT tasks and processes, reducing the reliance on manual intervention. This leads to more consistent and standardized workflows, minimizing the risk of human errors and ensuring that best practices are followed throughout the organization.
Difficulty in Managing Assets: FreshService includes robust asset management capabilities, allowing organizations to track and manage their IT assets effectively. This eliminates the challenges associated with manual asset tracking, reduces asset losses, ensures compliance, and optimizes asset utilization.
Lack of Collaboration and Communication: The collaboration features in FreshService facilitate communication between IT teams, departments, and end users. This promotes transparency, efficient information sharing, and collaborative problem-solving, which is crucial for resolving complex issues and delivering high-quality services.
Lack of Self-Service Options: The end user portal in FreshService empowers employees to find solutions to common IT issues independently through a self-service knowledge base. This reduces the burden on IT teams by enabling users to troubleshoot and resolve their problems without needing direct assistance, freeing up IT resources for more complex tasks.
Limited Visibility into IT Operations: FreshService's analytics and reporting capabilities offer insights into IT performance, ticket trends, and resource utilization. This enables IT managers to make data-driven decisions, identify areas for improvement, and proactively address potential issues, enhancing overall IT operations.
Manual and Inconsistent Processes: FreshService automates routine IT tasks and processes, reducing the reliance on manual intervention. This leads to more consistent and standardized workflows, minimizing the risk of human errors and ensuring that best practices are followed throughout the organization.
Difficulty in Managing Assets: FreshService includes robust asset management capabilities, allowing organizations to track and manage their IT assets effectively. This eliminates the challenges associated with manual asset tracking, reduces asset losses, ensures compliance, and optimizes asset utilization.
Lack of Collaboration and Communication: The collaboration features in FreshService facilitate communication between IT teams, departments, and end users. This promotes transparency, efficient information sharing, and collaborative problem-solving, which is crucial for resolving complex issues and delivering high-quality services.
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