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.
Management of all ours clients from a centralized platform
What do you like best about the product?
I like Freshservice, it is software that has a very easy-to-use interface, no matter if you are a professional or a beginner in this area. From my point of view, Freshservice is one of the best ITSM software that exists, it helps me in the preparation of campaigns and the administration of web pages and social networks, through this software the digital organization of the company and its external cases are well structured. Its price is good because it offers many useful functions, the development of this software is optimal and the results obtained are excellent and of quality, in addition, the support team is efficient, they respond immediately and provide accurate solutions.
What do you dislike about the product?
It is complete software but the mobile version does not compare at all with the PC version, it is difficult to use and it is difficult to adapt to it. I would like this function to improve since at certain times I need to use it on mobile.
What problems is the product solving and how is that benefiting you?
This software has become a fundamental tool in my field of work because it helps me manage to advertise to attract customers; in addition, it helps me provide full support within digital management. Among the characteristics that Freshservice has is that I can use ITSM in each of the aspects, it does not cause any type of problem when interacting with a client and all users have communication. It is a tool that is always advancing, every day it improves and all its updates are better than the previous ones.
Useful IT ticketing tool
What do you like best about the product?
Simple to use
User friendly
Email notifications when new tickets are raised and existing tickets are responded to and closed/status chagned
User friendly
Email notifications when new tickets are raised and existing tickets are responded to and closed/status chagned
What do you dislike about the product?
Search functionality could be improved. It can sometimes be a bit difficult to find details from old tickets.
What problems is the product solving and how is that benefiting you?
Providing a ticket management system for the business across a number of functions including IT, People, Legal etc.
FreshService is a great ITSM tool
What do you like best about the product?
I like the fact it is cost-effective and shows a lot of value as it comes with a ton of features for its pricepoint. I am used to using ServiceNow and FreshService can compete with SN from an ITSM standpoint.
What do you dislike about the product?
The limitations in portal design and the need to be an HTML coder. I havent been able to see if we can have parent portal pages with child pages and designing these will require coding expertise.
What problems is the product solving and how is that benefiting you?
Full ITSM tool and reporting of the customer requests. It enables me to create support information back to customers and report back internally to the team and to upper board management.
Freshservice is a very helpful tool.
What do you like best about the product?
Creating workflows is a simple process. I quickly figured out how to utilize all of the options in the Admin section. The entire experience is pleasant and straightforward to use with a contemporary appearance and attractive iconography.
What do you dislike about the product?
The layout may be more refined. I prefer designs with little excess space and padding so that I can view elements clearly and fast.
What problems is the product solving and how is that benefiting you?
Random typos that happen when entering assets are the biggest threat to our ability to keep track of them over time. In a big business, these can add up. The advantage is a full service for keeping track of assets.
Recommendations to others considering the product:
I believe you should utilise this programme since it will be of great assistance and offers excellent tech support to answer any issues you may have.
Excellent ITSM product
What do you like best about the product?
Freshservice has allowed a much better picture of the support status of our internal client base and allowed us to provide better SLA response times to the clients.
What do you dislike about the product?
My only issue with Freshservice is the language customisation issues within the Onboarding forms. Currently, you are unable to have more than 1 language on the onboarding form and as our company spans multiple countries this is an issue where the user's first language is not English.
What problems is the product solving and how is that benefiting you?
Freshservice has enabled us to provide superior service to the users over our previous helpdesk solution allowing for more efficient working.
Powerful ITSM Tool
What do you like best about the product?
all possible ways of handling a Ticket - displayed in a single view, easy to share the document and secured links,
easy to search a required ticket, and easy to read all thread conversion in a single page ( better than Zendesk)
easy to search a required ticket, and easy to read all thread conversion in a single page ( better than Zendesk)
What do you dislike about the product?
I love all, it's expensive but reaches user expectations and worthy application
What problems is the product solving and how is that benefiting you?
Creating Tickets, and assignments for the individual person, and follow-up till the completion.
Fast & Serious
What do you like best about the product?
I like the simplicity of the web interface and the excellent user experience
What do you dislike about the product?
It still lacks some functionalities like a better contract and purchase order management.
What problems is the product solving and how is that benefiting you?
It's our organizational ITSM, so all problems, requests, tickets are going through it.
Latrobe City Council review of Fresh Service
What do you like best about the product?
The knowledge base that allows our staff to access information without IT having to be involved (except for writing the articles).
What do you dislike about the product?
I find it a bit annoying that the editors for different modules have different capabilities. They should all have the same abilities (bullets and numbering, Text formatting, insert pictures).
What problems is the product solving and how is that benefiting you?
Our staff love the service catalog; we need to build more items and advertise to our staff that they are there.
Recommendations to others considering the product:
Keep developing and standardise things across all the modules.
Servicing to your customers, both internal and external
What do you like best about the product?
Fresh modern UI, cloud-based, with a mobile app available. A significant amount of features to achieve your Servicing needs, integration with tons of third-party apps and vendors, very customizable, and outstanding support.
What do you dislike about the product?
The UI sometimes is slow, at least when comparing it to its younger peer, FreshDesk. It also lacks some Agent-side features that make FreshDesk easier to use and faster to respond and provide the best agent experience.
What problems is the product solving and how is that benefiting you?
We are providing a Service Catalog for our internal and external customers and keeping track and history of cases and steps performed to address them, considering both: the tickets themselves and a wonderful Solutions Database (Knowledge Base). Provide support and information in multiple languages to be able to reach to all our customers world-wide.
Recommendations to others considering the product:
Use it as a First ITSM platform and you'll be amazed of how wonderful it is. If you decide to begin with FreshDesk, stay with it (don't migrate to FreshService).
Freshservice is saviour
What do you like best about the product?
Its helped me to streamline the whole helpdesk and optimized the man-hours.
What do you dislike about the product?
Sunset tools are not be informed timely.
What problems is the product solving and how is that benefiting you?
My whole needs in the helpdesk of Admin and IT is available now. Its easy to manage the load.
Recommendations to others considering the product:
Good to go product. Highly recommendable no disappoints for sure
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