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Freshservice
Freshworks Inc.External reviews
1,281 reviews
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External reviews are not included in the AWS star rating for the product.
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.
Not perfect, but pretty darned close
What do you like best about the product?
The flexibility of FreshService is probably it's greatest asset.
What do you dislike about the product?
Along with the flexibility, as in most cases, comes complexity.
What problems is the product solving and how is that benefiting you?
FreshService consolidates various systems and allows us to have a complete ticketing system in one pane of glass.
Has a clean UI and admin feature
What is our primary use case?
What is most valuable?
The admin feature is the UI, so it's very clean. The asset management and its model are valuable as well.
What needs improvement?
Day by day, they keep on adding more features which are making the application very slow. We're we're facing some slowness. For example, the analytics part takes a very long time to load.
The chat portal is not that great. It would be good if they could enhance the chat portal, and give us some options to customize it.
For how long have I used the solution?
I have been using Freshservice for three years.
What do I think about the stability of the solution?
We have faced some stability issues, which were fixed by the actual service team pretty quickly. I rate the stability a seven out of ten.
What do I think about the scalability of the solution?
It is a scalable solution. Presently, twenty thousand users are using the solution.
How are customer service and support?
The technical support team is very good.
How would you rate customer service and support?
Positive
Which solution did I use previously and why did I switch?
We were using Zendesk, then we evaluated other service desk applications. Freshservice is really easy to use, and it has some of the code features that we wanted, and that is why we chose it.
How was the initial setup?
The initial setup is straightforward. Our main implementation strategy was to kind of move our existing agents and existing users as well as migrate almost four hundred thousand tickets to the platform. First, we created all the different fields. We imported all the users and mapped them to the correct queue. I provided access to the agents in different groups. After that, we migrated our tickets. It took almost two weeks to migrate everything and set up.
What about the implementation team?
The integration was done in-house.
What was our ROI?
We have seen a return on investment.
What's my experience with pricing, setup cost, and licensing?
The pricing is reasonable.
What other advice do I have?
I recommend the solution. I rate the overall solution an eight out of ten.
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