Freshservice
Freshworks Inc.External reviews
1,292 reviews
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External reviews are not included in the AWS star rating for the product.
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
Best Application
What do you like best about the product?
Interface and easy to use and accessable everywhere
What do you dislike about the product?
There is no points for disliking the tool
What problems is the product solving and how is that benefiting you?
Solving the Service Desk problem, Employees can easily able to raise ticket and track it
HelpDesk Tool
What do you like best about the product?
The features of this tool are good and easy to handle.
What do you dislike about the product?
A Lot of integration in the backend and support system.
What problems is the product solving and how is that benefiting you?
Resolving the issues and connecting with users, maintaining records etc
Freshservice
What do you like best about the product?
Asset management is very nice and useful, I also like the portal opened for the end user. It is a nice detail that it automatically responds to the chat with their Freddy Ai.
What do you dislike about the product?
In general, the product does not have a feature that I do not like, sometimes it can be very restrictive. I am uncomfortable with that situation.
What problems is the product solving and how is that benefiting you?
When there is any problem or deficiency of the employees within the company, freshservice helps in this regard.
Freshservice - A fresh perspective on ticketing and helpdesk system
What do you like best about the product?
- Fresh and modern interface
- Intuitive and informative dashboard
- Assigning tickets to groups
- Robust ticket automation, workflow and automation
- Ticket notification
- Intuitive and informative dashboard
- Assigning tickets to groups
- Robust ticket automation, workflow and automation
- Ticket notification
What do you dislike about the product?
- Merging of tickets is done bizarrely. It does not append to the end of the original ticket, making understanding ticket notes very difficult.
- Requires a lot of improvement in the above-mentioned
- Interface is sometimes very laggy
- Requires a lot of improvement in the above-mentioned
- Interface is sometimes very laggy
What problems is the product solving and how is that benefiting you?
Freshservice is used primarily as a ticketing and helpdesk system. It is also used for notifications to users when tickets are resolved.
Freshservice is also used partly for project management.
Freshservice is also used partly for project management.
Excellent performance and very unique customization
What do you like best about the product?
It's a quality tool that really lets you customize. It provides the basic necessities to perform functions like creating. The system is highly customizable and very versatile. The software has an excellent support system. Lots of useful features that can be customized quite nicely for submitting tickets. The reports are also very detailed. What I like the most is the ease of use of the application and the compatibility with the users.
What do you dislike about the product?
Sometimes their customer support seems to be ineffective. Also, sometimes it is difficult to know what format the fields should have when completing them. It is a very powerful tool, but it requires quite a bit of customization to make it perfect.
What problems is the product solving and how is that benefiting you?
The tool is extremely easy to install, understand and use. It is an excellent conduit for communication with the IT Department. It also allows users to submit tickets quickly and easily. He has been instrumental in helping our company create a self-service portal for our customers. We can also design the system for our IT needs. There are also many functions that I am still learning about every day. It helps me keep track of all the tickets from our users.
Awesome ITSM for small/medium teams - let's automate your day
What do you like best about the product?
Workflow and automations. It is very easy to set up any new integration and push the tasks in automated way. Currently we are able to save up to 60% time thanks to automation.
What do you dislike about the product?
Multiple options of set up may be overwhelming in the begging, but later, when you become experienced user of ITSM, you can learn how to set up freshservice in the way you prefer.
What problems is the product solving and how is that benefiting you?
One single place for all company tasks and requests. Ideal for company information hub, policies, requests, procedures. It also come with the pre-build integrations with your tools like Google, Slack etc.
Freshservice does what we need it to do and can do more.
What do you like best about the product?
The automation and reminder pieces of our package is what we really like about our Freshservice installation. It keeps us on track and accountable to our workload.
What do you dislike about the product?
The latest layout is not as intuitive as before. In this latest case, I think they changed the layout just for the sake of change.
What problems is the product solving and how is that benefiting you?
Keeping track of our workload and relaying information back to our customers. It also makes it easier for the techs to lookup information from other techs.
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