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.
Fantastic tool for managing SLA based tickets
What do you like best about the product?
Workflows and flexible templates are very useful to develop processes as per your needs .
What do you dislike about the product?
Service request template custom data fields do not support table structure. Approvers cannot validate or rectify/contribute to the Service Request.
What problems is the product solving and how is that benefiting you?
Stream lining Master Data Management through Service Request custom templates and managing SAP support tickets.
Easy to use CRM
What do you like best about the product?
Easy use interface. Can be incorporated with social media app in ease. option to convert calls, messages and comments from social media into tickets. Pre-configured analytics report, which are customisable as per requirment. Different levels access can be assigned as per job role. Detailed report genaration also report can be cutomised as per requirment
What do you dislike about the product?
Report cannot be downloaded from the tool directly and the same need to be downloaded from the link sent to email.
What problems is the product solving and how is that benefiting you?
As we are able to incorporate calling services with the tool and the mobile app no customers are left unattended
Fast, easy and really good service
What do you like best about the product?
That there are always people available to help out. They take the time to find a solution for your issues and they are always able to find out what the problem was. They're also really fast in responding and making sure every question is answered.
What do you dislike about the product?
The product itself has lots of options and features, but sometimes that can also get a little overwhelming and you don't know what kind of features could benefit you. It's hard to figure that out.
What problems is the product solving and how is that benefiting you?
They are helping us support our users on the platform.
Much improved and easy to understand.
What do you like best about the product?
Freshservie has lots of excellent features like - ticketing system, asset management, self-service portal, automation & workflow and reporting & analytics.
What do you dislike about the product?
Integration options, customization limits, pricing, learning curve etc.
What problems is the product solving and how is that benefiting you?
It provide api integration for alerts.
Invaluable Helpdesk Software
What do you like best about the product?
Interface is intuitive, cost is reasonable &mostly solves our needs when it comes to serving clients.
What do you dislike about the product?
Knowledge base management and ticket property customization can feel a bit lacking, some basic QOL features like nested folders are locked behind the highest payment tier.
What problems is the product solving and how is that benefiting you?
Knowledge base resource for clients, client issue tracking and resolution via tickets.
User friendly and functional! Would recommend
What do you like best about the product?
The ability to keep everything organized, and the integrations with FB, phone service, and live chat allow us to have more comprehensive overviews of the lifetime of a customer's service experience.
What do you dislike about the product?
The phone service is pretty glitchy. We get knocked off calls often if we click "Record" for the call, or the call won't connect, or it will connect but the audio completely drops.
What problems is the product solving and how is that benefiting you?
It's solving our need to keep all methods of communication with a customer easily accessible. Whether someone calls us, chats us through our website, sends us an email, or messages our Facebook page, they can reach the correct person.
Makes herding cats easier...
What do you like best about the product?
We use Freshservice to manage multiple queues for multiple lines of business. I have oversight for 4 of them, and have found it works well for me to be able to track what my agents are doing, and what may be going stale.
What do you dislike about the product?
The inability to report on open child tickets and have them link automatically with their parent on a report is really frustrating. The Reports and Analytics tab is a bit confusing as well - creating Widgets is not intuitive AT ALL, and I've read the directions a number of times.
What problems is the product solving and how is that benefiting you?
Our ability to streamline communications between Tech groups, and ensure all necessary parties receive updates when urgent situations arise. Reporting is also much better as things are categorized, and not just freeform.
A good ticketing service for SMBs
What do you like best about the product?
It's easy to configure and administer as a power user.
What do you dislike about the product?
The interface is clunky and reporting options are limited by default. You can get the work done, but you cannot integrate with tools like Trello etc.
What problems is the product solving and how is that benefiting you?
We served multiple clients as IT support and they were able to log incidents and get billed for our consultant effort and time.
80% is worthy and 20% inconvenient
What do you like best about the product?
Workflow plays a vital role in all the processes for automating events. Adding 20 Dashboards in a single user account helps track multiple tickets view. Analytics reports help prepare by using different metrics and groups.
What do you dislike about the product?
Data syncing in analytics takes a lot of time. Assuming the identity option shouldn't be available for anyone, including Admins and product owners, since it might be misused.
What problems is the product solving and how is that benefiting you?
The operational Level Agreement option is available to track the internal teams' performance. Team huddles help to discuss immediately with any agent to close the requests.
Freshservice is a great ITSM tool
What do you like best about the product?
What pleases me would be the way that it is possible to fit all the automations, the triggers and make it easier and easier to manipulate and make it fit within the flow of the company. It brings a totally different experience.
What do you dislike about the product?
What displeases me would be the slowness of the site along with the difficulty of understanding with the Freshworks team. And the lack of information within the knowledge base itself, which could be less robotic and more interactive.
What problems is the product solving and how is that benefiting you?
It brought much faster with automation and automation of many jobs that were previously manual, along with that is added all the internal communication with the team
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