Freshservice
Freshworks Inc.External reviews
1,281 reviews
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Pretty Happy
What do you like best about the product?
What I like best about Freshservice is its simplicity and ease of use. The basic licenses work quite well for our team. Also, the support has been a positive aspect. We tried out a competitor but could not even get their support team to respond.
What do you dislike about the product?
The jump in cost from basic licenses to premium licenses is pretty big. It might be nice to pay a reduced cost increase for the specific feature we are interested in.
What problems is the product solving and how is that benefiting you?
Freshservice helps our company keep track of issues so they are not forgotten. It also helps users know where to go for support. Finally, it allows a support team member to monitor the tickets while other members take time off.
One of the most tool
What do you like best about the product?
My experience on this tool is very positive. Great items to work on ticket and manage assets. Then the onboarding process optimization is very simple to set and to use
What do you dislike about the product?
Nothing. This tool have great margins of improvement. So I'm very satisfied about this.
What problems is the product solving and how is that benefiting you?
Freshservice have fixed many problems like: onboarding process, ticketing organisation and managing. Manage of ICT priority
A robust ITSM tool
What do you like best about the product?
It is easy to build and manage for the organization. It offers a lot of out-of-box functionalities that will suit even your complex processes.
What do you dislike about the product?
Nothing significant to dislike about Freshservice
What problems is the product solving and how is that benefiting you?
Building a solid process driven IT solution. The analytics is also very helpful so we can measure and improve.
Perfect tool for incident management
What do you like best about the product?
The possibility of having available with one click, the view of all active incidents. It has a very powerful analysis module that allows obtaining all the information and metrics needed to improve the service offered to our clients.
What do you dislike about the product?
some configuration options are difficult to find among so many options
What problems is the product solving and how is that benefiting you?
It helps us not to leave incidents unresolved and to maintain control and proper management of the agents' work.
Reliable tool for incident management
What do you like best about the product?
The most usefull use of the tool is it can be access by mobile and laptop, providing the flexibility
What do you dislike about the product?
None as of now which create huge impact, but would really like cases Activities to be more detailed
What problems is the product solving and how is that benefiting you?
Helps in keeping track of case/incident ticket flow and sending notification to agent promptly
Pretty great product, responsive support.
What do you like best about the product?
The initial setup is rather simple compared to some other products I looked at. Other ones almost require help. Freshservice you can open an account and it starts in a functional state with many many adjustments you can make as the need arises.
Being able to use the workflow automator without a huge learning curve is great and super useful. But you can get super advanced with it as you get more used to its abilities.
Being able to use the workflow automator without a huge learning curve is great and super useful. But you can get super advanced with it as you get more used to its abilities.
What do you dislike about the product?
Asset management feels a little clunky and not as polished as some of the other parts of the product. Specifically, some of the things when creating custom assets seems to be a little buggy.
If you don't have to make any changes to the default assets it is all fine.
If you don't have to make any changes to the default assets it is all fine.
What problems is the product solving and how is that benefiting you?
We use Freshservice for IT ticketing and we are getting into some other business teams using it as ticketing. Asset management and getting into project management.
Easy to use
What do you like best about the product?
Sending emails by selecting appropriate terms is very easy to set.
What do you dislike about the product?
Mobile application and web view should be same.
What problems is the product solving and how is that benefiting you?
Lagging problem has been resolved as it was previously taking time to resolve.
Easy and simple tool
What do you like best about the product?
Simple and easy navigation. It is quick. Provides suggestions and also has formatting options
What do you dislike about the product?
Exploring yet. No issue has been experienced yet.
What problems is the product solving and how is that benefiting you?
It provides great tool for ticket handling
Good Design, Easy use and nice self FAQ Features
What do you like best about the product?
User-friendly interface: One of the standout features of Freshservice is its intuitive and user-friendly interface. Navigating through the system is easy, which helps save time and reduces the learning curve for new users.
Knowledge base and self-service options: The knowledge base feature in Freshservice enables users to access self-help articles, FAQs, and documentation, empowering them to find solutions independently. This helps reduce the workload on support teams and provides a better user experience.
Knowledge base and self-service options: The knowledge base feature in Freshservice enables users to access self-help articles, FAQs, and documentation, empowering them to find solutions independently. This helps reduce the workload on support teams and provides a better user experience.
What do you dislike about the product?
Mobile app limitations: Although Freshservice provides a mobile app, some users may find it to be lacking in terms of functionality and user experience compared to the web-based version. They may desire more robust mobile capabilities to manage tickets and collaborate while on the go.
Learning curve for advanced features: While Freshservice has a user-friendly interface, some users may find it challenging to grasp and fully utilize some of the more advanced features. A more intuitive onboarding process or additional training resources could help users get up to speed more efficiently.
Learning curve for advanced features: While Freshservice has a user-friendly interface, some users may find it challenging to grasp and fully utilize some of the more advanced features. A more intuitive onboarding process or additional training resources could help users get up to speed more efficiently.
What problems is the product solving and how is that benefiting you?
Knowledge sharing and self-service: Freshservice includes a knowledge base where organizations can create and maintain a repository of self-help articles, FAQs, and documentation. This empowers users to find solutions independently, reduces support team workload, and improves customer self-service capabilities.
Streamlined ticket management: Freshservice centralizes ticket management, allowing organizations to efficiently track, prioritize, and resolve customer issues. This streamlines the support process, reduces response times, and improves customer satisfaction.
Streamlined ticket management: Freshservice centralizes ticket management, allowing organizations to efficiently track, prioritize, and resolve customer issues. This streamlines the support process, reduces response times, and improves customer satisfaction.
Easy adaptable, User friendly, Improve customer satisfaction,Reduced SLAs,Recommended ticketing tool
What do you like best about the product?
One of the benefits of using Freshervice was that it allowed me to easily track customer satisfaction.
I could see how quickly I was responding to tickets, how often customers were satisfied with my responses, and what types of issues were most common. This information helped me to identify areas where I could improve my customer service. It also reduced ticket response times. I could assign tickets to my user agents within a short time. The UI is the best and also user-friendly. I can also make canned responses and KB articles which are helping me a lot to reduce SLA time.
I could see how quickly I was responding to tickets, how often customers were satisfied with my responses, and what types of issues were most common. This information helped me to identify areas where I could improve my customer service. It also reduced ticket response times. I could assign tickets to my user agents within a short time. The UI is the best and also user-friendly. I can also make canned responses and KB articles which are helping me a lot to reduce SLA time.
What do you dislike about the product?
Nothing found till now. I found that sometimes it stuck in between but it's ok. This is not a huge problem.It can be an issue because many agents are working at a time.
What problems is the product solving and how is that benefiting you?
Freshservice is benefiting me in a number of ways. First, it has helped me to improve the efficiency of my work and handling tickets. I am able to resolve service requests more quickly and easily, and I am able to identify and resolve the root causes of problems. Second, Freshservice has helped me to improve the level of customer service that I provide. My customers can resolve their tickets easily, which reduces the number of tickets that I receive. Third, Freshservice has helped me in printing tickets in a very easy way which is very helpful when needed also a feature of the watcher is best which keeps track of tickets that I want to see. I can also see the number of tickets I have taken and customize my dashboard.
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