We primarily use Freshservice for ticketing, contract management, and asset management.
Freshservice
Freshworks Inc.External reviews
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Innovation with a fare cost
What do you like best about the product?
Martket places includes apps with so many developments that you'll probably need, and many of them are for free
What do you dislike about the product?
Introduce a easy way to move to production environments new characteristics
What problems is the product solving and how is that benefiting you?
To measure my IT services to improve them
Great Product
What do you like best about the product?
Integrations with Azure/On-Prem Active Directory and workflow automations.
What do you dislike about the product?
Ticket properties menu seems a bit clunky, too much going on. I know this can get tricky as more and more features become avilable.
What problems is the product solving and how is that benefiting you?
FS helps me manage incoming service requests (Level 2 and 3) as well as track contracts.
Freshservice Review
What do you like best about the product?
I like the email to ticket option, Great Dashboard, I appreciate the asset management tool.
What do you dislike about the product?
I don't like that replies cause the ticket to reopen.
What problems is the product solving and how is that benefiting you?
Emails converting to tickets and the asset management tool.
VP of Service Delivery
What do you like best about the product?
It has given us the ability to better deliver services to our clients. We outsourced for a period of time and had very limited controls over the experience.
What do you dislike about the product?
We are using it in a different capacity than most. We support approximately 8 tenants from a single pane of glass. That was an immense challenge. However, there are enough tools and features built into the platform, that we now deliver a robust service. In turn, we have access to endless KPI's.
What problems is the product solving and how is that benefiting you?
Customer service. Speed to resolution. Metrics.
Support is very prompt and responsive in resolving my questions.
What do you like best about the product?
Friendly and Integrate one for all service
What do you dislike about the product?
search item in different modules and too many alerts on the phone
What problems is the product solving and how is that benefiting you?
Everything IT in one place.
Freshservice is good ticket management tool but it requires some improvement.
What do you like best about the product?
It is cost effective and good for small organisation.
1. Easily customizable of requirement.
2. Automation can be done
3. Dashboard facility is good.
4. It is easy to integrate in organisation
1. Easily customizable of requirement.
2. Automation can be done
3. Dashboard facility is good.
4. It is easy to integrate in organisation
What do you dislike about the product?
As per my view, Freshservice does not provides long term data at a time.
1. Its customer support need to improve.
2. Sometimes, freshservice doesnot provide correct data, that need to improve.
1. Its customer support need to improve.
2. Sometimes, freshservice doesnot provide correct data, that need to improve.
What problems is the product solving and how is that benefiting you?
We can manage our Incident and IT tickets for review and compliance purpose
Enables organizations to simplify their IT operations
What is our primary use case?
What is most valuable?
The solution has been very helpful engineering insights into the client's environment. We have been able to manage calls and incidents very efficiently which provides us with a clear understanding of the system warranty and the actions that we might need to take in terms of insights. The system is very dynamic and prevents any kind of oversights which ensures that there is smooth contract management.
We can also easily uphold SLAs and deliver enhanced services without breaching any agreements.
What needs improvement?
I would suggest that Freshservice enhance its technical capabilities, particularly when it comes to ICT network discovery. This will make a significant improvement in their software and these features match SolarWinds. It would include discovering infrastructure elements like switches and wireless devices. This would consolidate functionalities and eliminate the need for additional software and streamline the management process, making Freshservice an all-encompassing solution for both technical and contractual aspects.
For how long have I used the solution?
I have been using Freshservice officially for almost 4 months due to a management contract. But my acquaintance with the software goes back over a year because my technical team has been using it on the recommendation of my technical manager.
What do I think about the stability of the solution?
The product is stable as it has not crashed.
What do I think about the scalability of the solution?
The scalability is really appreciated as it has helped us to onboard all our clients in a single platform and manage their cause by streamlining the invoicing processes. It is serving as a valuable tool for generating revenue. The scalability can be rated as a 9 out of 10 because it is always room for improvement.
How was the initial setup?
The initial setup was a very easy task. You just need to click around a few times and everything will fall into place. The UI is very friendly and it is not at all complicated with the preconfigured settings, making the setup more forward and requiring minimal input. It is a very easy and smooth process. The exact time frame of the deployment is not very sure but according to my technical manager, it does not take very long to set it up. After discussion, he proceeded with the setup in a day which was further configured and customised.
What's my experience with pricing, setup cost, and licensing?
The cost at the current timing is very reasonable but as the product gains popularity, I anticipate it might become expensive. Fortunately my customers have been offered a generous discount making it more affordable for me and satisfying both my needs and customers requirement.
What other advice do I have?
My advice is for users to clearly understand their requirements before making a purchase, as Freshservice has numerous features, and buying unnecessary ones can be akin to wanting a Ferrari when a regular car would suffice. It's essential to know what is truly needed, given the extensive offerings of Freshservice. As for my overall rating, I'd give it a nine out of ten.
Great service!
What do you like best about the product?
It helps me every day in organize my work process. The ticket system is easy and very customizable. I can automate a lot of things with it.
What do you dislike about the product?
It can be on expensive side for some people, but it definitely brings the value for its cost.
What problems is the product solving and how is that benefiting you?
We automate repetitive tasks and organize all the IT incidents.
Freshworks HELPS FOR ASSET MGMT & Ticketing System
What do you like best about the product?
EASE TO USE
NUMBER OF FEATURES
EASE OF IMPLEMENTATION
NUMBER OF FEATURES
EASE OF IMPLEMENTATION
What do you dislike about the product?
UI INTERFACE
REPORTING
INTEGRATION
SUPPORT
REPORTING
INTEGRATION
SUPPORT
What problems is the product solving and how is that benefiting you?
TICKETING , ASSET MANAGEMENT
Best Service Desk platform i have used
What do you like best about the product?
Freshservice has a great interface, simple admin section and very user friendly
What do you dislike about the product?
There is very little i can think of that i do not like about using Freshservice.
What problems is the product solving and how is that benefiting you?
It helps us efficiently manage day to day servide desk tasks, enables the IT team to share tasks and follow others they are interested in.
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