Freshservice
Freshworks Inc.External reviews
1,292 reviews
from
and
External reviews are not included in the AWS star rating for the product.
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.
It is a great ticketing system.
What do you like best about the product?
User experience and its API which makes it easy to integrate with other systems.
What do you dislike about the product?
User experience cab little more better and ease of provisioning accounts through API
What problems is the product solving and how is that benefiting you?
Freshservice makes the Incident management process easy and hassle free to manage
Fresh Service is a very efficient tool.
What do you like best about the product?
I like the Analytics page for starters. Very easy to create dashboards without having to download an excel sheet and then develop a report.
What do you dislike about the product?
Nothing really. It is a user friendly tool
What problems is the product solving and how is that benefiting you?
Well - as a HR team that gets numerous requests every day, it has helped us better support our staff and also has kept us efficient as a team
Excellent experience for beginners
What do you like best about the product?
The tool is easy to configure and the application proved to be very simple to use.
Freshdesk proved to be very robust in several ticket creation situations, chat interactions and automations
Freshdesk proved to be very robust in several ticket creation situations, chat interactions and automations
What do you dislike about the product?
There are many versions of the tool for each type of product and it is difficult to know which version of the product we are and what we are missing in other versions.
We miss easier integration and customization between Freshdesk and Freshsales. Some limitations did not create separate applications
The little flexibility of the number of fields in custom modules also made us pivot some solutions already implemented in Freshsales due to the growth of some business rules
We miss easier integration and customization between Freshdesk and Freshsales. Some limitations did not create separate applications
The little flexibility of the number of fields in custom modules also made us pivot some solutions already implemented in Freshsales due to the growth of some business rules
What problems is the product solving and how is that benefiting you?
The company I work for didn't have a customer service area set up for scaling and that's why freshworks served us well. It also resolved our customer management for the commercial team, who can now see our customer base in the palm of their hand.
Case management in the technology area
What do you like best about the product?
What I like most about this platform is that it is interactive and allows me to upload cases and give quite comprehensive follow-up to this and any other case or requirement that I have.
What do you dislike about the product?
What I don't like is that it doesn't allow me to have direct communication with the agent assigned to me, and only through emails and the case responses. Other than that, everything is very good.
What problems is the product solving and how is that benefiting you?
technology issues such as problems with office, network software that we use in the company, among others, I report these cases and they are assigned to an agent, and this is sent to me via email.
Fresh Service Review
What do you like best about the product?
The easy-to-use interface! I also like the layout!
What do you dislike about the product?
Lack of training material on how to fully utilize all of the features it has.
What problems is the product solving and how is that benefiting you?
It helps us to place the relevant tickets in the relevant queues right away without needing to dispatch them.
Excellent IT ticketing system
What do you like best about the product?
We really enjoy the customizability of the portal/ticket flows.
What do you dislike about the product?
I feel like features get added a little too frequently, and they can't be disabled. This causes unnessary menu items we never use.
What problems is the product solving and how is that benefiting you?
We use it as an internal IT ticketing system for 350 employees with 5 admins.
SSO with AzureAD works great and simplifies the process for new hires.
SSO with AzureAD works great and simplifies the process for new hires.
Very powerful and feature rich application
What do you like best about the product?
Besides the fact that it offers all the features that an IT Support Helpdesk needs (Inventory, Catalogs of services, incident and service requests ticketing, but it also provides Projects management, excellent worflow automations, requesters and agents groups and roles, on boarding, as well as restricted groups and workspace that allow isolating access to sensitive data so that only autorized employees can reach. Excellent and flexible analytics.
Worth noting, the Freshservice support is extremely responsive, helpful and competent. You can even access agents' calendars to book a meeting which is extremely efficient especially when trying to create complex workflow automations. The Freshservice knowledge base is also very well populated and most of the time, you can find the answers you are looking for.
Very good and regular communication with clients about new features, tips or advice on how to improve not only our knowledge of the application but also our support in many ways including how to better interact with our own customers.
Worth noting, the Freshservice support is extremely responsive, helpful and competent. You can even access agents' calendars to book a meeting which is extremely efficient especially when trying to create complex workflow automations. The Freshservice knowledge base is also very well populated and most of the time, you can find the answers you are looking for.
Very good and regular communication with clients about new features, tips or advice on how to improve not only our knowledge of the application but also our support in many ways including how to better interact with our own customers.
What do you dislike about the product?
I find that there are so many features that navigating through the various "states" (incident tickets, service requests, projects management with sprints, admin functions, etc.) can be confusing until you have gained some experience. Mind you, I would not want to part with any of these features.
What problems is the product solving and how is that benefiting you?
Freshservice is so features rich that I yet have to find scenarios where it would not be able to meet at least a good part of a requirement. Also, with new features announced pretty much monthly (and selected for development based on popular demand) the application is regularly opening new possibilities.
showing 131 - 140