Freshservice
Freshworks Inc.External reviews
1,292 reviews
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A powerhouse of features. Slight learning curve
What do you like best about the product?
They are constantly updating the product to support new systems. You can enable your users and even your IT staff to do all kinds of automations. Even to go so far as to do automated password resets with a single click
What do you dislike about the product?
Has a large learning curve. A lot of automations aren't as easy to set up and require scripting and workarounds.
What problems is the product solving and how is that benefiting you?
Helps us track incidents and improve close time. Also useful for demonstrating to upper management the value of of the service desk and IT in general.
FreshService Ticketing System
What do you like best about the product?
Freshservice records all ticket details, such as the support group, when it was opened, and the time-resolved. It can also monitor the service level agreement or the KPI for the said ticket or concern.
What do you dislike about the product?
Though Freshservice is very useful, to be honest, it is not that user-friendly. The making of forms and service requests is pretty confusing. And updating of information for fields can be time-consuming.
What problems is the product solving and how is that benefiting you?
Since we are in the retail industry, using freshservice to raise concerns gives us the benefits of catering to the concerns. Determining the problem and providing a solution at a specific time is more accessible.
Pretty good, very customizable experience
What do you like best about the product?
CRM that is customizable to our department's needs. Works pretty well most of the time. Integrates with our 8x8 system to log calls and create tickets automatically.
What do you dislike about the product?
Email threading sometimes gets confused and merges customer responses from completely unrelated tickets.
No option to multi-select tickets when merging.
Reporting for time logs that should be very simple require a complicated process to setup
No option to multi-select tickets when merging.
Reporting for time logs that should be very simple require a complicated process to setup
What problems is the product solving and how is that benefiting you?
Efficient logging of tickets into our system and getting our agents out of their email accounts and into a system. This works to help reduce multiple people working on the same ticket unknowingly.
Integration with our call system means less time spent logging details.
Integration with our call system means less time spent logging details.
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.
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