Freshservice
Freshworks Inc.External reviews
1,281 reviews
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Great ticketing service
What do you like best about the product?
Customizable, good layout and easy to navigate & learn.
What do you dislike about the product?
Could have better integration with API systems. Also minor bugs with some automation.
What problems is the product solving and how is that benefiting you?
Allows new staff to quickly pick up the ticketing system, especially in comparison to other services that can take longer to learn and require
A well thought out helpdesk experience
What do you like best about the product?
Freshervice has a very intuitive interface that is easy to navigate. While the ticket systems in not revolutionary the ability to so easily connect it through out the system and to run easy automations on tickets and events make it a win.
What do you dislike about the product?
As a ticket system Freshservice gets the job done. They are tryning to expand the reach and at times they can be pushy about their new features when they are not fully ready.
What problems is the product solving and how is that benefiting you?
We were in need of a helpdesk and fresheservice filled that role. It organzied our workflow and made sure issues were dealt with and tracked. It makes sharing info between techs easier.
Met Requirements Plus More
What do you like best about the product?
Automation and integration for Fresh Service are both pretty great. Covered everything I needed and informed frequently on new features and updates
What do you dislike about the product?
Some minor features are still missing (sorting by latest response, limited access to backend config, can't hide Agent names in Portal)
What problems is the product solving and how is that benefiting you?
Very helpful as a Service Desk, as well as Knowledge base for both customers and IT team.
Freshservice for managing tickets
What do you like best about the product?
Freshservice is a best tickting tool for easy to use and monitoring receive tickets. It's Dashboard visualization is easy to understand.
What do you dislike about the product?
Freshservice AMC is little expensive to compare to other similer tickting tools products.
What problems is the product solving and how is that benefiting you?
Before Freshservice tool we was facing lots of issue to make a consolidate reports. Now we have download and create easily consolidate reports and present to management through visualization tools. Also In daily base we are receive tickets from cross-functional department to Freshservice single platform this is good for us.
One of the best ITSM Tools out there
What do you like best about the product?
Freshservice is a great tool for IT teams. It’s easy to use and has a lot of features that make it easy to manage tickets and keep track of everything. The interface is clean and modern, and the support team is always helpful and responsive. I would definitely recommend Freshservice to anyone looking for an IT service management solution!
They are sheeling out new features at a rapide pace ... some are even not on their roadmap and stems from listening the the user community.
They are sheeling out new features at a rapide pace ... some are even not on their roadmap and stems from listening the the user community.
What do you dislike about the product?
Some of our power users have been struggling with the functional support help that is provided, but it seems related to specific support agents because the overall consensus is that the platform and support is awesome.
What problems is the product solving and how is that benefiting you?
Complete IT Serivce management in one single platform for the same price as other really expensive helpdesk-only brand. The integration possibilities (i.e. Azure, Intune, etc.) are awesome and allow us to use automation to save on meaningless manual and repetitive labor.
Freshservice as a daily driver
What do you like best about the product?
The platform provides lots of options. Other than just a ticketing service there are tons of other options for managing an IT department, including workload measuring, project tracking, inventory and automation.
What do you dislike about the product?
Some basic things are missing from time to time. For example, in the ticket scheduler we can set up tickets to automatically open for routine maintenance, but you can’t trigger it on demand, so I had to create this template twice. Also, spell checking seems to not work, but not sure if that is just a browser issue on my end, even though I get this feature on other websites.
What problems is the product solving and how is that benefiting you?
Freshservice allows us to keep track of all IT workflow items, making this data easily available for all on the team. As a result of this and the included automation we are able to free up time for our staff to spend on action and less on documentation.
Hard on the eyes but easy to use
What do you like best about the product?
I love the ease of use, in general I can find anything I need quickly
What do you dislike about the product?
There is no dark mode, it's far too bright
What problems is the product solving and how is that benefiting you?
It's designed as a ticket solution and that's our main use
Robust, thorough implementation of ITIL compliant service desk
What do you like best about the product?
Actively developed, great features released frequently
Highly available support team that are knowledgeable on the platform.
Robust API and integrations system. Robust workflow automation system. We have found lots of opportunities to customize and automate to meet our specific needs.
The onboarding and offboarding flows are fantastic!
Highly available support team that are knowledgeable on the platform.
Robust API and integrations system. Robust workflow automation system. We have found lots of opportunities to customize and automate to meet our specific needs.
The onboarding and offboarding flows are fantastic!
What do you dislike about the product?
The "analytics" is both really good and at the same time frustrating in it's limitations. I'd prefer if we didn't require a license for someone who wants to view those dashboards. The mechanism to generate regular, emailed reports is clunky and difficult to use. Hopefully these will see some improvements in future updates.
There is no concept of a service account. Any action taken by an integration or automation appears to be performed by the agent who configured that, which causes confusion and misleading "paper trails" at times. There really should be a "system" user who can own those actions.
There is no concept of a service account. Any action taken by an integration or automation appears to be performed by the agent who configured that, which causes confusion and misleading "paper trails" at times. There really should be a "system" user who can own those actions.
What problems is the product solving and how is that benefiting you?
It is our core app for inventory management, service request management, incident managment, and user onboarding and offboarding.
The ability to have a catalog of applications and custom workflows for each has been fantastic.
The ability to have a catalog of applications and custom workflows for each has been fantastic.
Fantastic ITSM for a fantastic price
What do you like best about the product?
The API is fantastic for external integrations. When it's combined with the automator it can completely transform your ticketing workflows. Freshservice also supports a large amount of integrations, and for ones that don't exist the developer documents are very helpful with setting up apps and orchestrations.
What do you dislike about the product?
The only thing I dislike about Freshservice is the way that the fields are setup. Our organization doesn't use quite a few of the default fields and while you can hide them, I'd prefer the ability to remove them entirely. I also feel like the conditional logic in the ticketing forms could be expanded upon.
What problems is the product solving and how is that benefiting you?
We are a small team and Freshservice helps us automate simple fixes and other static workflows saving us time to focus on other more important issues. It also provides a fantastic analytics platform to track Help Desk work and performance.
Easy to use.
What do you like best about the product?
The user interface is simple to understand. When viewing tickets and looking at the invetory list everything looks good.
What do you dislike about the product?
Some settings are hard to find. For example whit our IT Ticket use case creating projects is a tedious process.
What problems is the product solving and how is that benefiting you?
IT Ticket solution, inventory tracking, and analytic reports have helped improve our workflow making our team more productive.
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