Freshservice
Freshworks Inc.External reviews
1,273 reviews
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External reviews are not included in the AWS star rating for the product.
very easy to use
What do you like best about the product?
very easy to use and great usability and ux
What do you dislike about the product?
the chat tool is terrible ... we prefer olark
What problems is the product solving and how is that benefiting you?
track incidents
Refreshingly simple
What do you like best about the product?
The ease of use, the clear ITIL flow, the many options. The swift and friendly costumer support.
What do you dislike about the product?
some integrations could be better, like the connection to SCCM or AD
What problems is the product solving and how is that benefiting you?
We are changing ITSM software, where we now have no overview, no transparant reporting, no easy flow to something clear. This will help IT and therefore help our business in dealing with incidents much faster
Recommendations to others considering the product:
Try it for free, it will convince you
Freshservice, a fun, simple, and effective tool perfectly suited for request management
What do you like best about the product?
1. The service catalog that has allowed us to greatly simplify certain recurring requests (employee arrivals/departures, etc.)
2. The Dashboard allows us to have a very good quick view of the status of tickets on a day-to-day basis.
3. The ability to easily generate customized activity reports allows us to reduce the time spent collecting and analyzing KPIs.
4. A single tool to manage our IT and General Services requests
5. Cloud Model: accessible from anywhere and from any device | no impact on our current infrastructure, nor any administration to manage | easily adaptable to their needs
6. Ease of use and gamification (friendly competition between agents)
7. Possibilities for end users to track their requests
2. The Dashboard allows us to have a very good quick view of the status of tickets on a day-to-day basis.
3. The ability to easily generate customized activity reports allows us to reduce the time spent collecting and analyzing KPIs.
4. A single tool to manage our IT and General Services requests
5. Cloud Model: accessible from anywhere and from any device | no impact on our current infrastructure, nor any administration to manage | easily adaptable to their needs
6. Ease of use and gamification (friendly competition between agents)
7. Possibilities for end users to track their requests
What do you dislike about the product?
The search model that does not search in the personal fields of the service catalog
What problems is the product solving and how is that benefiting you?
Freshservice has completely addressed our initial issues. Indeed, the fact that users only need a web browser or email to make a request has allowed us to better record all user requests and avoid "hallway" requests. Moreover, we previously had two applications for IT and General Services tickets. Now, all requests are handled through a single tool. Also, the day-to-day management of tickets (escalation, tasks,...) has become significantly simpler with Freshservice. Finally, the multitude of reports offered by default in the tool has greatly reduced the monthly time spent collecting and analyzing KPIs.
In just 9 months, we have identified many improvements in the management of our IT and General Services requests. We now have the ability to have information on response times and ticket resolutions.
• On the agents' side:
◦ Approximately 15% decrease in average first response time
◦ Approximately 30% decrease in average response time
◦ Reduction in resolution time
◦ More than 50% decrease in IT tickets reassigned between agents thanks to the management of escalations, tasks, and scheduling
◦ Better tracking and management of tickets (more information provided on progress status)
◦ Reduction in the number of backlog tickets
◦ Increase in performance in terms of SLAs
◦ Satisfaction of IT teams
◦ Very good quick overview of ticket status thanks to the dashboard
◦ Reduction in time spent collecting & analyzing KPIs thanks to reports
◦ Reduction in ticket volume thanks to the self-service portal
• On the infrastructure side:
◦ Application availability 24/7 | no need to monitor it and its administration
• On the users' side:
◦ Simplification of certain recurring requests (employee arrivals/departures, etc.) thanks to the service catalog
◦ Reduction of chaotic "hallway" requests: increase in requests made via the tool.
◦ Satisfaction of end users with the system itself
◦ History of all their requests easily accessible
In just 9 months, we have identified many improvements in the management of our IT and General Services requests. We now have the ability to have information on response times and ticket resolutions.
• On the agents' side:
◦ Approximately 15% decrease in average first response time
◦ Approximately 30% decrease in average response time
◦ Reduction in resolution time
◦ More than 50% decrease in IT tickets reassigned between agents thanks to the management of escalations, tasks, and scheduling
◦ Better tracking and management of tickets (more information provided on progress status)
◦ Reduction in the number of backlog tickets
◦ Increase in performance in terms of SLAs
◦ Satisfaction of IT teams
◦ Very good quick overview of ticket status thanks to the dashboard
◦ Reduction in time spent collecting & analyzing KPIs thanks to reports
◦ Reduction in ticket volume thanks to the self-service portal
• On the infrastructure side:
◦ Application availability 24/7 | no need to monitor it and its administration
• On the users' side:
◦ Simplification of certain recurring requests (employee arrivals/departures, etc.) thanks to the service catalog
◦ Reduction of chaotic "hallway" requests: increase in requests made via the tool.
◦ Satisfaction of end users with the system itself
◦ History of all their requests easily accessible
Recommendations to others considering the product:
It is an excellent tool that fully meets the needs of agents and users. It is easy to set up, understand, and accept by end users. The administration and configuration part is done easily and does not require any special skills. A completely Cloud solution, therefore ideal, as there is no infrastructure to manage, and system administration is done by the FreshDesk teams!
Freshservice: An effective tool for managing daily support interventions
What do you like best about the product?
1. The clarity of dashboards, allowing for a quick reading of intervention priorities.
2. Dedicated personal access for end users, allowing them to track the status of their requests at any time.
3. The playful elements (points, rankings) implemented to maintain agent motivation.
4. The simple and customizable production of activity reports.
5. The ability to offer a service catalog to users, correctly formatting intervention requests from the moment of registration thanks to customizable forms.
6. The very simple customization of intervention domains and types.
2. Dedicated personal access for end users, allowing them to track the status of their requests at any time.
3. The playful elements (points, rankings) implemented to maintain agent motivation.
4. The simple and customizable production of activity reports.
5. The ability to offer a service catalog to users, correctly formatting intervention requests from the moment of registration thanks to customizable forms.
6. The very simple customization of intervention domains and types.
What do you dislike about the product?
There are still a few elements left to correctly translate into French. In my opinion, managing the fleet is a bit expensive beyond 100 pieces of equipment, which is why we prefer to continue using GLPI for this aspect of our activity.
What problems is the product solving and how is that benefiting you?
We manage all user support activities for our organization, which amounts to approximately 1200 tickets per year for 150 accounts. We have significantly improved our efficiency since we switched to FreshService in May 2015, thanks to clearer and simpler tracking of intervention tickets.
Recommendations to others considering the product:
Take advantage of the free trial period to quickly get an idea of the benefits provided by this service.
Go for Freshservice ! :)
What do you like best about the product?
Freshservice is the best user friendly ITSM based tool i have worked upon. The entire look & design of the tool is fresh and attractive. And mainly in the end user's perspective the tool is well understandable with more good features like Service Catalog, etc..
What do you dislike about the product?
In software perspective there may be no reason for disliking. If at all we could say one, it may be with the tactical pricing. For example, Service Catalog feature comes only in the costliest package but other features in that package may not be necessary. For one good feature we need to choose costliest package.
But still they provide the feature as an add-on if you need it in the cheaper packages.
But still they provide the feature as an add-on if you need it in the cheaper packages.
What problems is the product solving and how is that benefiting you?
It brought a professionalism inside our firm where end users doesn't interact with the support person directly, where-in they log a ticket which makes the support person to work on it. It has also brought in a process.
Recommendations to others considering the product:
If you are looking for ITSM based tool which simply astonishing design and user-friendly type, then GO for this tool.
Freshservice is quick solution to manage incidents
What do you like best about the product?
Freshservice allowed us to bring a fully functional, easy to use multi-channel ITIL based service desk to our users in just a few days. Instead of the months long implementation I've been through before, we were able to deploy Freshservice quickly an effectively, and our users love it.
One of the most useful features is the feedback widget. - we have it placed in our SharePoint Intranet, and users can log a ticket and search the helpdesk without having to go to a separate site. On the few occasions where we did have some questions or challenges, the Freshservice team has been responsive and helpful.
One of the most useful features is the feedback widget. - we have it placed in our SharePoint Intranet, and users can log a ticket and search the helpdesk without having to go to a separate site. On the few occasions where we did have some questions or challenges, the Freshservice team has been responsive and helpful.
What do you dislike about the product?
The reporting needs to be more flexible and customization. There is a lot of good information in the pre-built reports, but i often find it limiting when trying to spot trends and make decisions.
Asset Management could have more options and user friendly. The discover option does not seems to working more accurate as there are lot of mismatch between what is being discovered with actual asset.
Asset Management could have more options and user friendly. The discover option does not seems to working more accurate as there are lot of mismatch between what is being discovered with actual asset.
What problems is the product solving and how is that benefiting you?
Helps us for effective incident management.
Recommendations to others considering the product:
Contact FreshService for a free trial and speak to the account manager with your requirements - they will ensure your trial allows you to properly experience FreshService and then you can decide for yourself. One thing to note however, is that the trial will automatically begin with the highest plan (Estate), so if you wish to accurately trial another plan, you must downgrade your plan once the trial starts.
Perfect Service
What do you like best about the product?
What I like best is, this ticketing system meets all our needs & then some.
What do you dislike about the product?
I have no complaints. All our needs are met .
What problems is the product solving and how is that benefiting you?
This ticketing system encourages communication between store techs & office staff.
Recommendations to others considering the product:
Give it a try, it's Awesome!!!!
Modern and flexible ITSM solution for SMBs
What do you like best about the product?
Freshservice is one of the most intuitive and user friendly Service Desk automation offerings out there. User interface is sleek, tidy and uncluttered. It aligns very well with ITIL and has main processes covered which fall mostly under Service Operation. The solution is flexible, allows quite easy expansion (additional fields) and integration (many options available through zapier.com). Gamification aspect is also not found on many of the products but is valued by the new generation.
What do you dislike about the product?
The product is still a bit young (even though I appreciate what they have been able to accomplish during this period) and hopefully many of the areas will see improvement. Short term I would like to see improved CMDB and asset management. Long-term I would like the product to become more mature and give more focus on financial side of IT business (tracking procurement, value depreciation, support team time tracking and billing, maybe even client invoicing) as well as procedural.
What problems is the product solving and how is that benefiting you?
Freshservice really helps to improve client (user) satisfaction as well as achieve cost savings through the use of self-service area. We are a Managed Services Provider and by using this tool we are quite comfortable of providing access to our clients specifically to Freshservice so that our clients could see the resolution and log new requests in a current and modern way (so we are also seen as such).
Recommendations to others considering the product:
Check that you would have 90% of your most necessary features covered and work with support during the trial to get understanding if you can achieve the rest.
Simple, Functional and Easy on the eye!
What do you like best about the product?
It is simple to navigate, setup and maintain.
What do you dislike about the product?
There was nothing per-se that I disliked. There is always room for improvement and it will be great to see how this product evolves further.
What problems is the product solving and how is that benefiting you?
Keeping track of bugs, assets, changes to in-house software.
Great tech support
What do you like best about the product?
The live technical support is very helpful and I can reach them anytime by calling. I had an issue with how the timer on tickets starts and the team is customizing a solution for me.
What do you dislike about the product?
Need more options for graphs under reports (this might be user error on my end).
O365 SSO integration not there yet, I believe it is on the roadmap
Needs better authentication options for CMDB probe, that port
O365 SSO integration not there yet, I believe it is on the roadmap
Needs better authentication options for CMDB probe, that port
What problems is the product solving and how is that benefiting you?
Better reporting than what was offered by Zendesk. I am still working on adding custom fields that we can sort on so I have more configuration to do on my end but support has been very helpful .
Recommendations to others considering the product:
Play around with it first by creating a trial account.
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