Freshservice
Freshworks Inc.External reviews
1,281 reviews
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External reviews are not included in the AWS star rating for the product.
Fast upgrade of your customer service
What do you like best about the product?
Freshservice was easy and quick to setup. It ensures we follow through on customer inquiries and requests and provides customers a status of their request.
What do you dislike about the product?
Their rapid upgrade process breaks features at times but they have always followed up to repair the damage.
What problems is the product solving and how is that benefiting you?
Provides visibility into our performance and gives customers insight to their requests.
Freshservice is very user friendly tool and easy to use.
What do you like best about the product?
The Freshservice tool very helps full in managing the ticket for agents. Using this tool we can handle tickets very well.
What do you dislike about the product?
As of now, I feel nothing is bad about Freshservice.
What problems is the product solving and how is that benefiting you?
After starting the use of Freshservice, we have easy to find the required details in a particular ticket. This is very beneficial for me because before using this tool I have always checked the details from the created sheet but after using this I can find all details in specific ticket
Way to connect to IT on timely manner
What do you like best about the product?
Documentation, System info, Device information, End user support, Licenses, and renewal, Combine services with 3rd party, Connect with Microsoft with the info.
What do you dislike about the product?
Still need to add options for the IT team meeting options, Few services are not yet connected (not huge so it is ongoing work so expecting in an year)
What problems is the product solving and how is that benefiting you?
They are quick over problem-solving if any of the IT members are facing some access. Resolving in a timely manner helps to service out internal members on time.
Freshservice is real IT service
What do you like best about the product?
The best part is to associate of Assets with tickets and collaborate other tickets to Change and problem tickets.
What do you dislike about the product?
Automation is lacking in change request which needs to resolved.
What problems is the product solving and how is that benefiting you?
We implemented a freshservice for the service desk. Using for Incident, Service request, change request and problem request. Also, extracting reports from analytics.
We have automised the incident management and service request management process of approvals.
We have automised the incident management and service request management process of approvals.
nice ticketing tool but sometimes hard to customize
What do you like best about the product?
easy to use by the users. nice interface
also the analytics and admin sections are useable without knwoledge or programming skills. pretty intuitive to set up rules and workflows.
also the analytics and admin sections are useable without knwoledge or programming skills. pretty intuitive to set up rules and workflows.
What do you dislike about the product?
customization is an issue in Freshservice. We want to customize more but run into blockers a lot.
also the analytics miss some parameters we would like to check on. Also the user interface is made to be easy to use but compromises have been made on the data you can collect.
also the analytics miss some parameters we would like to check on. Also the user interface is made to be easy to use but compromises have been made on the data you can collect.
What problems is the product solving and how is that benefiting you?
customers can raise tickets to our support, planning and orderdesk teams for all their questions/orders/issues
The ticketing solution (not a platform)
What do you like best about the product?
Freshservice is highly configurable yet is completely an out of the box solution. Most small to medium sized companies do not have the resources to pay for resources needed to build a soloution from platforms like Ivanti or ServiceNow. That being said Freshservice can offer a very similar service with no coding requirements needed. Given that it costs us less to run Freshservice but still have a soloution that is useful to the company.
What do you dislike about the product?
There are some limitations to not being able to build the tool you are looking for from scratch. Therefore you do come across situations where you have to make sacrifices in terms of customization that you were used to previously with other tools. That being said Freshservice comes closer than any other tool to giving you all the tools and features you need to make anything you want without an expert or developer support.
The only other thing I must point out directly is that the slack/Freddy integration is terrible. They say it is still in beta but expect you yo pay a premium for it. I have to say it doesn't come close to any other competitor in terms of usefulness or features. I would really prefer them to modernize the slackbot to be more like Halp or closer to Moveworks as it just completely useless in its current form.
The only other thing I must point out directly is that the slack/Freddy integration is terrible. They say it is still in beta but expect you yo pay a premium for it. I have to say it doesn't come close to any other competitor in terms of usefulness or features. I would really prefer them to modernize the slackbot to be more like Halp or closer to Moveworks as it just completely useless in its current form.
What problems is the product solving and how is that benefiting you?
Our freshservice account is used as a one stop shop for all our company needs including HR, information security, analytics, customer privacy, and facilities.
We have been able to centralize help services to which previously support was scattered using different services and methods. This has saved us time and money in this way.
We have been able to centralize help services to which previously support was scattered using different services and methods. This has saved us time and money in this way.
Freshservice - A Quickly Evolving Service Desk Product
What do you like best about the product?
Over my IT Career, I've had opportunity to work with a variety of service desk systems. From solutions as simple as trying to keep track of emails hitting my mailbox directly, to free solutions like Spiceworks, and a few paid products along the way (ZenDesk, EasyVista, and others).
Freshservice does a great job living up to the "Fresh" portion of their name. With a ton of options for Integration with other products, a comprehensive end-to-end "Single Pane of Glass" system for tracking all of your assets (hardware, services, the systems that POWER those services, software, and more), alerts, automations, trackers for Changes, Releases, and Problems, and more - Freshservice can really help keep track of everything you need to manage not just your IT Services, but company-wide services like HR, Accounting, Facilities, and more.
As a company they're also very responsive to customer feedback. While development takes time and new requests have to be slotted into their roadmap - we are new-ish customers (not quite a full year using the product), and a few items we've asked for are already showing on the roadmap for the coming months.
Freshservice does a great job living up to the "Fresh" portion of their name. With a ton of options for Integration with other products, a comprehensive end-to-end "Single Pane of Glass" system for tracking all of your assets (hardware, services, the systems that POWER those services, software, and more), alerts, automations, trackers for Changes, Releases, and Problems, and more - Freshservice can really help keep track of everything you need to manage not just your IT Services, but company-wide services like HR, Accounting, Facilities, and more.
As a company they're also very responsive to customer feedback. While development takes time and new requests have to be slotted into their roadmap - we are new-ish customers (not quite a full year using the product), and a few items we've asked for are already showing on the roadmap for the coming months.
What do you dislike about the product?
For all that Freshservice is making very timely implementation of new services and features, some of their existing implementations can feel a bit forgotten - or be left with limitations that can be difficult to understand how certain decisions were made.
One example is the purchase order system - which only allows for 15 line items to be tied to a purchase order.
Freshservice support and success agents can also be very hesitant to offer up any sort of "Best Practice" guidelines - often responding to "Should we do things or " questions with a well-intentioned, but sometimes frustrating "Whichever way you think is best."
One also need not look too deeply to find a few inconsistent UI/UX experiences. If you add time to tickets - the "stopwatch" feature has "Start" and "Stop" text. If you do the same in a Change Item - it's a stopwatch that toggles red/green.
These aren't show-stoppers... but they do marr the experience a fair bit.
While Freshservice has implementation and customer success experts - we are investigating (and I recommend) Freshservice Partners to help consult and implement portions of the product. We expect that partners will have their own recommended Best Practices as a Value-Add for their services.
Lastly, Freshservice does a great job of documenting how to enable features... but we do find their documentation on how to use a feature once its enabled to be pretty lacking.
One example is the purchase order system - which only allows for 15 line items to be tied to a purchase order.
Freshservice support and success agents can also be very hesitant to offer up any sort of "Best Practice" guidelines - often responding to "Should we do things
One also need not look too deeply to find a few inconsistent UI/UX experiences. If you add time to tickets - the "stopwatch" feature has "Start" and "Stop" text. If you do the same in a Change Item - it's a stopwatch that toggles red/green.
These aren't show-stoppers... but they do marr the experience a fair bit.
While Freshservice has implementation and customer success experts - we are investigating (and I recommend) Freshservice Partners to help consult and implement portions of the product. We expect that partners will have their own recommended Best Practices as a Value-Add for their services.
Lastly, Freshservice does a great job of documenting how to enable features... but we do find their documentation on how to use a feature once its enabled to be pretty lacking.
What problems is the product solving and how is that benefiting you?
Freshservice replaces another ITSM/Service Desk product that was just... not sufficient for our needs or use case.
While we initially "only" activated the Service Desk portions of Freshservice (Service Requests and Incidents) - we're working to adopt more and more features, such as IT Asset Management, On-Call Schedules, IT Operations Management, and the new Major Incident Management systems.
The ability to manage all of these previously disparate items in a single product has been terrific.
While we initially "only" activated the Service Desk portions of Freshservice (Service Requests and Incidents) - we're working to adopt more and more features, such as IT Asset Management, On-Call Schedules, IT Operations Management, and the new Major Incident Management systems.
The ability to manage all of these previously disparate items in a single product has been terrific.
Easy to use and manage
What do you like best about the product?
Since it's cloud-based there is very minimal on-prem resources to manage other than the Orchestration server that ties to our AD.
What do you dislike about the product?
There isn't an easy way to mass close tickets or tasks that doesn't require a decent amount of leg work.
What problems is the product solving and how is that benefiting you?
We have been able to turn off our phone system for our service desk and go completely digital in our ticketing system
A complete, easy and cost-effective solution for IT Service Management
What do you like best about the product?
Very complete solution for IT Service Management, easy to setup and easy for end users.
Good value for money.
Good value for money.
What do you dislike about the product?
Nothing in particular. The solution really has no weak point.
What problems is the product solving and how is that benefiting you?
We are handling all IT Help Desk requests with Freshservice.
Freshservice - Great Servicedesk with constant improvments
What do you like best about the product?
It is quick and easy to use, simple to set up,and both Agents and customers enjoy using it. Being online makes it available from anywhere and the companion mobile application is also very goo.
What do you dislike about the product?
The reporting could be better. It tends to be a little fiddly to get the information you need. It has improved but still has some way to go to be able to get the correct information
What problems is the product solving and how is that benefiting you?
Primarily this serves as our IT Servicedesk. Using Freshservice helps business in multiple countries, and we like that it enables standard replies to be created in various languages for the company. We use change control and asset management through Freshservice as well as alerting. Its ability to use apps and plug-ins to other systems makes it stand out against other offerings
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