Freshservice
Freshworks Inc.External reviews
1,281 reviews
from
and
External reviews are not included in the AWS star rating for the product.
FreshService- the modern approach to the helpdesk
What do you like best about the product?
There are constant updates for the system, always trying to be on the cutting edge of the newest trends and needs of the growing ITSM world. Graphical interfaces for their modules is great.
What do you dislike about the product?
The price is really high, even for us as an educational institution. There is alot of benefit compared to other helpdesks like SolarWinds or Atlassian, but the cost is really hard to justify at times. I also wish there was a little bit more customization available to the other modules in FreshService
What problems is the product solving and how is that benefiting you?
FreshService localizes and gathers data on our ticket incidents and categories, which allows us an organization to see which teams require more support than others. This also allows us to review statistics like time to completion or response times in general.
Fresh Service provides our organization a streamlined Incident, event and change management solution
What do you like best about the product?
It was easy to configure and within a few days of procurement we launched it in production! We use it as a helpdesk solution and change management solution.
What do you dislike about the product?
I use the reporting but wish the dashboards and ticket export to excel feature, were more wholistic and easily extractable for management reporting.
What problems is the product solving and how is that benefiting you?
event management and follow-up and change management.
Very good for a big scale of people
What do you like best about the product?
Is is userfriendly. Everyone can work with it.
What do you dislike about the product?
For now I have no complains yet. If posssible there must be more options for or license.
What problems is the product solving and how is that benefiting you?
We use it for or ticketing system.
IT Service Desk done right!
What do you like best about the product?
Freshservice allows us to efficiently manage our internal incidents and requests as well as our large inventory of IT assets. It is reasonably customisable so we can develop workflows etc based on our processes.
What do you dislike about the product?
There are a number of feature requests we've asked to be considered for future releases in the three years we've been a customer but so far we haven't seen any of them be added.
What problems is the product solving and how is that benefiting you?
The ability to develop workflows which automate parts of our processes frees up time to do other things.
Wide range of services that are both customizable and easy to use
What do you like best about the product?
The best part about Freshservice is the customizable nature of the product.
You can design every aspect of the user experience while customizing the look and feel of the platform for the admin team. The cherry on top is the incredibly simple yet robust ticket automation service. With a few clicks, you can remove hours of administration work that would otherwise be spent categorizing tickets, assigning them to the right people, and convoluting the ticket fulfillment process along the way.
Customer support has always been ready and willing to step in if there are issues with the implementation and design of the system. Moreover, if there is functionality that you are looking to incorporate that the software doesn't have, they are always open to discussing the addition of features or pointing to the eventual resolution of the issue in the roadmap.
You can design every aspect of the user experience while customizing the look and feel of the platform for the admin team. The cherry on top is the incredibly simple yet robust ticket automation service. With a few clicks, you can remove hours of administration work that would otherwise be spent categorizing tickets, assigning them to the right people, and convoluting the ticket fulfillment process along the way.
Customer support has always been ready and willing to step in if there are issues with the implementation and design of the system. Moreover, if there is functionality that you are looking to incorporate that the software doesn't have, they are always open to discussing the addition of features or pointing to the eventual resolution of the issue in the roadmap.
What do you dislike about the product?
Some customization features were overly rigid, but as time has progressed the product has expanded to gradually improve these constraints.
What problems is the product solving and how is that benefiting you?
We have gone from a constant stream of back-and-forth email chains to simple yet robust request communications via the customizable service request form development suite.
Greate ITSM Tools
What do you like best about the product?
User friendly, have many feature, greate support
What do you dislike about the product?
Custom SLA among starter user very important feature for business only have 5 agent
What problems is the product solving and how is that benefiting you?
Record all issue for KPI IT agents
Very easy to use
What do you like best about the product?
service desk tickets easy to use and manage
What do you dislike about the product?
sometimes it can run a little slow or when you update a ticket it doesn't update
What problems is the product solving and how is that benefiting you?
its a very good place to store knowledge guides to send to users
OTE FRESH SERVICE EXPERIENCE
What do you like best about the product?
Good ticketing tool with great extend of workflow automation.
What do you dislike about the product?
No such specific dislike about fresh service good product
What problems is the product solving and how is that benefiting you?
Daily tickets
FreshService Feeback
What do you like best about the product?
I love the private note options to be able to leave solutions that I and other colleagues to refer back to on how to resolve an issue.
What do you dislike about the product?
Can sometimes be challenging to locate a ticket by someone' s name
What problems is the product solving and how is that benefiting you?
FreshService has offered an AI component that is helping the tech with resolving tickets quickly.
Easy to use, great partnership
What do you like best about the product?
Fresh service provides a simple to navigate agent experience as well as a customizable end user portal. We have been able to develop workflows using their workflow designer to improve the routing and handling of tickets within IT and cases within other business areas of the organization. Specifically our accounting and HR teams have recieved significant improvements to their workflow by utilizing approval steps. Their customer support has been very good, they meet with us regularly and take the feedback we provide to their product managers.
What do you dislike about the product?
Fresh service is developed in an Agile process, so some features are released in an MVP (minimum viable product). This is both a blessing and a curse. We are able to see features they are working toward but sometimes there are more bugs. So you just have to be prepared to run into more issues with these new features and functions. The blessing is that often the things they are producing are items that have actual impact to the work being done within the system.
What problems is the product solving and how is that benefiting you?
Freshservice has provided many departments within the organization with a way to consolidate their workstreams into a single tool. This allows for better reporting and analysis of workloads and provides easy ways to view the status of various requests throughout the organization.
showing 91 - 100