Freshservice
Freshworks Inc.External reviews
1,292 reviews
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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.
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.
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