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Freshservice
Freshworks Inc.External reviews
1,281 reviews
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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.
An easy-to-maintain ITSM tool that helps with incident management
What is our primary use case?
I use Freshservice in my company as an ITSM tool for incident management, service requests, and change requests.
What is most valuable?
The most valuable features of the solution are the ease of configuration and how easy it is to get things set up and working.
What needs improvement?
I am not too happy with the page layout or screen layout since it always looks messy. The aforementioned area can be considered for improvement in the solution.
For how long have I used the solution?
I have been using Freshservice for about six months. My company is a customer of Freshservice.
What do I think about the stability of the solution?
It is a stable solution. My company hasn't faced any problems with the solution.
What do I think about the scalability of the solution?
It is a scalable solution.
There are around 200 users of the tool in my company.
Which solution did I use previously and why did I switch?
Before Freshservice, my company was using Hornbill IT Service Management. As I used to work for Hornbill in the past, I would say that it is a better product than Freshservice.
How was the initial setup?
The initial setup of Freshservice is very easy.
The solution can be deployed in a couple of hours.
Three people in my company were involved with the deployment phase of Freshservice.
The solution is deployed on the cloud.
What's my experience with pricing, setup cost, and licensing?
Freshservice is a fairly cheap solution. Though monthly payments can be made towards the licensing costs of the solution, my company prefers to make annual payments.
There are no additional costs apart from the licensing costs attached to the solution.
Which other solutions did I evaluate?
Apart from Freshservice, my company looked at another solution, HaloITSM, during an evaluation process.
What other advice do I have?
The solution is very easy to maintain.
Freshservice is a tool you can choose if you want a product with an easy setup phase.
I rate the overall product an eight out of ten.
A practical and smart tool
What do you like best about the product?
I've used Fresh service for about 2 years, and what I like is that it's always smart and intuitive, making everyday life easier. Compared to others I've had experience with, it's always been the easiest and smartest to use.
What do you dislike about the product?
During my use over time, I missed some updates, such as new utilities and tools. But I noticed an improvement over that recently, with the arrival of new solutions.
What problems is the product solving and how is that benefiting you?
Freshservice solves a big problem we had at the company, which was agile and assertive communication to solve problems with our customers, and an appropriate request to measure our data, both for customers and employees.
Freshservice Could Be For You
What do you like best about the product?
The platform is based on the ITIL Framework, creating a space for process-agnostic workflows and solutions.
What do you dislike about the product?
Not all of the administrative modules offered on certain subscription levels may be useful for your team.
What problems is the product solving and how is that benefiting you?
We suffered from process and procedure fatigue when addressing Incidents and Requests and found Freshservice to be the best choice for our Team. The fact that the entire platform is structured in the direction of ITIL standards offers our IT Team the greatest chance to unify workflows within the context of process-agnostic methods ultimately arriving at cogent and agreed-upon steps.
A wild west of IT standards and policies, we escaped the insanity of siloed processes among different IT Teams. With Freshservice you can arrive at forming ITIL-based workflows that relieve Helpdesk Analysts, System Administrators, and the entire IT department of the differences on how to attack Problems, Incidents and Change Control.
Infrastructure and Software Development Teams can leverage the power of Freshservice to ensure everyone is on the same page to safeguard your End Users and reach solutions that contribute to better efficiencies.
A wild west of IT standards and policies, we escaped the insanity of siloed processes among different IT Teams. With Freshservice you can arrive at forming ITIL-based workflows that relieve Helpdesk Analysts, System Administrators, and the entire IT department of the differences on how to attack Problems, Incidents and Change Control.
Infrastructure and Software Development Teams can leverage the power of Freshservice to ensure everyone is on the same page to safeguard your End Users and reach solutions that contribute to better efficiencies.
Best ticketing system i've used
What do you like best about the product?
How simple it is to use. It's got everything you need.
What do you dislike about the product?
Sometimes i put updates on tickets and it doesn't update and says it hasn't updated. very rare though
What problems is the product solving and how is that benefiting you?
monitoring our inventory and which user is using what laptops.
Sla on tickets to make sure we are hitting them
Sla on tickets to make sure we are hitting them
Solid Performance with great Quality of life updates
What do you like best about the product?
Freshservice's Key Strength: Seamless Ticket Integration with Freshdesk for Streamlined Cross-Department Communication and Effortless Service Catalog Setup.
What do you dislike about the product?
Recent Platform Changes Led to Frustrating Instance Reset: Transition Process Could Have Been Smoother
What problems is the product solving and how is that benefiting you?
Remove email communication between Sales and backoffice. Give agents responsibility and enable us to manage support Operations level agreemement.
Great product
What do you like best about the product?
The product is exellent. It captures the requirements of a service desk accuratly.
What do you dislike about the product?
Account Management. This is poor. Their internal process is not easy so when there is an issue with your account, it can take several weeks to resolve.
What problems is the product solving and how is that benefiting you?
IT allows us to track all of our IT tickets that come through to the service desk in a very easy to follow and manage way.
Simple yet full featured
What do you like best about the product?
Very configurable and customisable, with easy to read screen layouts and lots of features available.
What do you dislike about the product?
Some features can be complicated to configure, and setting up some 3rd party monitoring systems for alerts can be frustrating.
What problems is the product solving and how is that benefiting you?
Lack of IT incident and change management primarily, the system has greatly improved my team's ability and efficiency in all aspects from tracking, documenting and communication with staff.
Awesome support
What do you like best about the product?
It iscCustomizable. Also there is support chat.
What do you dislike about the product?
still needs to be more flexible in customization
What problems is the product solving and how is that benefiting you?
Forms and automation.
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