Freshservice
Freshworks Inc.External reviews
1,265 reviews
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External reviews are not included in the AWS star rating for the product.
Excellent Helpdesk to Get Set Up On
What do you like best about the product?
A great little service desk. Freshservice is mostly focused on IT based work, but has been found to expand into other areas of technical industry that it's sister product Freshdesk might not cover. It's straightforward to use and through version upgrades seems to have gone from strength to strength to improve the brreadth and depth of what it can cover. Whilst limited as a free customer (understandable) there is a fairly reasonable amount of access you have that, without going to the trouble of setting up and hosting your own service desk, is available to you instantly from signup, and moreso when a plan is upgraded to a higher tier.
For a sizable team working in the IT Industry or similar, I would definitely recommend giving Freshservice a good try, and not to be afraid to ask for help from the friendly customer support team if you have any specific requirements.
For a sizable team working in the IT Industry or similar, I would definitely recommend giving Freshservice a good try, and not to be afraid to ask for help from the friendly customer support team if you have any specific requirements.
What do you dislike about the product?
Difficulty in adding custom fields to work with other integrated services (such as Slack) as a free customer to the helpdesk. Whilst integrations work really well on the Service desk there is a limited amount that the custom ticket fields will allow you to do outside of the system.
The solution could also benefit better with a sliding scale business plan, similar to how Slack prices it's use - based on measuring real-time use month to month of users in a workspace (or in this case Agents in an organisation) and charging based on that rather than fixed rates.
The solution could also benefit better with a sliding scale business plan, similar to how Slack prices it's use - based on measuring real-time use month to month of users in a workspace (or in this case Agents in an organisation) and charging based on that rather than fixed rates.
What problems is the product solving and how is that benefiting you?
Allowing our Educational Technology Services to log problems the same way many departments such as IT or Estates and Facilities would in an organisation. Using the Solutions page we can also answer frequently asked questions or repeated tickets reported from service users. Also allows us easily to track progress of jobs between technicians easily and communicate to our staff any measures that are put in place.
Recommendations to others considering the product:
Definitely worth a try. Depending on your industry it's worth considering sister products Freshdesk and Freshsales to see if they may fit you better. If this suits your industry consider extending your trial to the free plan in an isolated team and work your way up to full scale use as people realise how easy to use and powerful this tool can be.
advanced administrator
What do you like best about the product?
Helpdesk module
Solutions module
Flexibility
Solutions module
Flexibility
What do you dislike about the product?
The unextended functional of Assets module.
What problems is the product solving and how is that benefiting you?
Managing employees requests.
Resource management
Resource management
Recommendations to others considering the product:
Advanced ticketing system. some functional can be used free.
The way to demonstrate the amount of work of the IT department
What do you like best about the product?
I like the useful dashboard created for me and my colleagues where we can meet and share the tickets and assign the jobs. I like the possibility to build statistics and graphs and the possibility to send reports every week to the management.
Now it is possible to give weight to the IT department.
Now it is possible to give weight to the IT department.
What do you dislike about the product?
Nothing to dislike in this moment. The software works fine.
What problems is the product solving and how is that benefiting you?
We have improved the scheduling of the IT department colleagues. More time is dedicated to the company users. The IT department is now the only one that can demonstrate the real work done every day.
User friendly helpdesk tool
What do you like best about the product?
Simple to use. Our end-users fell easy to raise and followup tickets. CMDB also very easy to access.
What do you dislike about the product?
Nothing to tell about. Good product to use.
What problems is the product solving and how is that benefiting you?
Resolving daily IT Tickets
Very good
What do you like best about the product?
Besides their good system, they have a awesome support
What do you dislike about the product?
When the user reply an e-mail it creates a new ticket
What problems is the product solving and how is that benefiting you?
We're able to provide helpdesk for our customers
Very simple and easy to use. Makes managing your work load simpler.
What do you like best about the product?
Ease of use, and managing your work load becomes simpler.
Also going back to old tickets when similar issues arise is great as you can usually see what the solution was instead of trying to remember fixes from a long time ago.
Keeping track of requests and issues so that we can follow up on them, rather than trying to remember or having it scrawled on a piece of paper.
Also going back to old tickets when similar issues arise is great as you can usually see what the solution was instead of trying to remember fixes from a long time ago.
Keeping track of requests and issues so that we can follow up on them, rather than trying to remember or having it scrawled on a piece of paper.
What do you dislike about the product?
Just a slight annoyance when closing off tickets, they will get re-opened when users email back just to say 'thank you'.. Other than that there's nothing else I can think of.
What problems is the product solving and how is that benefiting you?
- Manage work load a lot better.
- User requests don't get lost in emails.
- Can see other co-workers tickets so we can take over their jobs if they are on leave etc.
- Whilst on site, we can sort tickets by location so we can solve any other issues at the site while we are there.
- User requests don't get lost in emails.
- Can see other co-workers tickets so we can take over their jobs if they are on leave etc.
- Whilst on site, we can sort tickets by location so we can solve any other issues at the site while we are there.
Easy to use, yet plenty of features
What do you like best about the product?
The site is very easy to navigate around for both agents and users submitting tickets. The free version is a perfect solution for incident management in small companies. The different levels of Freshservice is very convenient for a company that does not need too many features. The different settings/features covers everything we need.
What do you dislike about the product?
I may be wrong about Freshservice not having this feature but I would like to change how long tickets should be open for and when they should be due.
What problems is the product solving and how is that benefiting you?
We are making sure tickets get answered/resolved in a timely manner. It causes less confusion on how tickets were resolved and when than when trying to keep track of everything via email. The "Solutions" section speed up time by looking there for solutions to previous/frequent problems.
Awesome service and platform!
What do you like best about the product?
Integrations, ticket managements, ease of use, extensive features, and so much more!
What do you dislike about the product?
No option to issue and print a work order for assigned tasks, where customers can sign upon completion of the task. Mobile application is very limited, doesn't show the complete contact profile with all the information, and would be great if customers could sign on the phone for completed tasks/work orders.
Also, we've been using Freshdesk before we moved to Freshservice, and while we found it more intuitive, we believe that some features/integrations would be a great addition if they were available in freshservice as well and not only in freshdesk.
Also, we've been using Freshdesk before we moved to Freshservice, and while we found it more intuitive, we believe that some features/integrations would be a great addition if they were available in freshservice as well and not only in freshdesk.
What problems is the product solving and how is that benefiting you?
We are servicing Point of Sale users by providing remote support to our customers. The helpdesk and the customer portal are both user friendly, and both us and our customers enjoying using it.
Friendly both for user and agent
What do you like best about the product?
The interface is user friendly. Reasonable price, can integrate with many applications
What do you dislike about the product?
Some function is not very flexible, such as Satisfaction Survey as have only 3 options and cannot adjust it.
What problems is the product solving and how is that benefiting you?
ITIL Life Cycle
Great Product! Will use for a long time!
What do you like best about the product?
I like the Asset management and the ability to address particular assets and have workflows, and Historical tickets related.
What do you dislike about the product?
The view of the tickets should be smaller, and more in a Table format so you can scan more details at once. Perhaps a compact excel like view option.
What problems is the product solving and how is that benefiting you?
I needed a central platform to put my support articles, Management my Systems workflows and problem management.
Recommendations to others considering the product:
Great for managing almost everything when it comes to an It service desk! Definitely, use if your team is ready to implement!
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