Freshservice
Freshworks Inc.External reviews
1,286 reviews
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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.
Great ITSM for our business
What do you like best about the product?
The implementaton team was a great help. FreshService was able to work within our processes and procedures flawlessly.
What do you dislike about the product?
Some of the abilities need to be upgraded but they are constantatly improving the product based on customer feedback.
What problems is the product solving and how is that benefiting you?
We are able to effectively and efficiently help our end users.
Easy and pleasant to use.
What do you like best about the product?
The clarity of the design. It is visually pleasent to navigate through tickets. It feels more like a social platform then ITSM. Color coding, activity, properties of the ticket and notes are all greatly distinguished on screen. Other ITSM products I encountered require from user some small amount of mental activity to review content. It might seem like minor inconvinience, but while working with some platform on a daily basis it just adds up during hours and days, leaving me with simple aversion to the tool. Freshservice is completely different on that. Of course, it is also the logic behind the design that makes it so good.
What do you dislike about the product?
Analytics part. It feels like something designed with other objectives in mind. Takes a lot to master and even then sometimes metrics seem to not follow logic applied. It requires checking the source data to understand what the metric and filtering is doing with the data.
What problems is the product solving and how is that benefiting you?
Managing and reviewing incidents. Filtering tickets, finding them, tagging for future reference, escalating, following activity of specific agents - all that is required in my role, Freshservice is greatly helping me.
Over the top Helpdesk solution
What do you like best about the product?
My favorite things about Freshservice includes: The EASY TO LEARN user interface, the ITIL compliances, the in depth ticketing system that is highly customizable and has a lot of automation. It automates repetitive tasks and workflows. I also enjoy the Asset management tools like hardware, software assets to make it easier to manage inventory and licensing. The easy scalability is a nice perk, as well.
It was extremely easy for us to migrate from Spiceworks to Fresh service. Our customers found a quicker response time from our customer service reps as well.
It was extremely easy for us to migrate from Spiceworks to Fresh service. Our customers found a quicker response time from our customer service reps as well.
What do you dislike about the product?
I would like the automation piece to include more processes. I believe its only limited to 6 or 8 steps. 16 would be ideal.
What problems is the product solving and how is that benefiting you?
Freshservice has addressed several crucial challenges for our state agency and has brought several significant benefits to our IT operations since we made the transition from Spiceworks:
Improved Efficiency: Freshservice's user-friendly interface has significantly improved the efficiency of our IT teams. The intuitive design makes it easier for our staff to navigate and use the software effectively, reducing the learning curve and allowing us to focus more on our core responsibilities.
Enhanced ITIL Compliance: Freshservice's adherence to ITIL best practices aligns well with our state agency's commitment to standardizing IT processes. This alignment has helped us ensure better service delivery and maintain a higher level of compliance with industry standards.
Streamlined Ticketing: The robust ticketing system in Freshservice has revolutionized the way we handle IT support requests. It enables us to create, manage, and track support tickets with ease, resulting in quicker issue resolution and better prioritization of tasks.
Automation for Efficiency: Freshservice's automation capabilities have been instrumental in reducing manual effort for repetitive tasks and workflows. This has allowed our IT teams to be more productive and allocate their time and skills more effectively.
Empowered Self-Service: The self-service portal in Freshservice empowers end-users within our state agency to find solutions to common IT issues independently. This has not only reduced the burden on our IT support staff but also improved overall user satisfaction.
Improved Efficiency: Freshservice's user-friendly interface has significantly improved the efficiency of our IT teams. The intuitive design makes it easier for our staff to navigate and use the software effectively, reducing the learning curve and allowing us to focus more on our core responsibilities.
Enhanced ITIL Compliance: Freshservice's adherence to ITIL best practices aligns well with our state agency's commitment to standardizing IT processes. This alignment has helped us ensure better service delivery and maintain a higher level of compliance with industry standards.
Streamlined Ticketing: The robust ticketing system in Freshservice has revolutionized the way we handle IT support requests. It enables us to create, manage, and track support tickets with ease, resulting in quicker issue resolution and better prioritization of tasks.
Automation for Efficiency: Freshservice's automation capabilities have been instrumental in reducing manual effort for repetitive tasks and workflows. This has allowed our IT teams to be more productive and allocate their time and skills more effectively.
Empowered Self-Service: The self-service portal in Freshservice empowers end-users within our state agency to find solutions to common IT issues independently. This has not only reduced the burden on our IT support staff but also improved overall user satisfaction.
FreshService Assists Me in Assisting My End Users
What do you like best about the product?
FreshService helps us to manage our workload, increase efficiency, document solutions and measure customer satisifaction, pretty much out of the box, with very little customization.
What do you dislike about the product?
Updates to a ticket by the customer will change the ticket status.
What problems is the product solving and how is that benefiting you?
With Freshservice we can now queue, assign and priortize requests for service from end users. We can collect and measure metrics and make improvements where needed. We have better communication with our end users and we can solicit feedback from our end users.
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.
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