Freshservice
Freshworks Inc.External reviews
1,292 reviews
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External reviews are not included in the AWS star rating for the product.
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.
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
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