Freshservice
Freshworks Inc.External reviews
1,286 reviews
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External reviews are not included in the AWS star rating for the product.
All-in-One Solution That Simplified Our Workflow and Cut Costs
What do you like best about the product?
I really appreciate the wide range of features available in Freshservice. We switched from a competitor who charged us more while offering fewer features. With Freshservice, we've managed to consolidate three separate apps into a single platform, which has not only reduced our costs but also made things much simpler for our team, since we now only need to use one place to get our work done. We also really enjoy the app marketplace, this was a game changer for us and made Freshservice even better due to the ease of integration between it and other apps.
What do you dislike about the product?
Although having many features is beneficial, I found that it can make the software less intuitive for newcomers. When we first started using it, understanding everything was a bit challenging. However, after spending considerable time researching and experimenting, we managed to figure out how all the features work.
What problems is the product solving and how is that benefiting you?
As our company moves to the Cloud, Freshservice has addressed several challenges we faced with our tools being on-premises. Thanks to the app marketplace, we managed to migrate much of our workflow into Freshservice using the workflow Automator. This not only enabled us to make the transition but also helped us streamline entire processes. As a result, our team now spends less time on certain tasks and can focus their efforts on other productive activities.
Easy Setup, but Support Lacks Quality
What do you like best about the product?
I like Freshservice because it's straightforward and fairly easy to use. The interface is clean and makes navigating various IT service tasks uncomplicated. I appreciate that Freshservice is a large platform encompassing a diverse range of IT service needs, from asset management to purchase order management, which helps solve a variety of problems efficiently. Additionally, I value its capabilities in handling tasks like ticketing, asset management, and PO management. Even though I currently don't utilize all its features like project, task, or change management, I appreciate that these options are available, should I choose to leverage them in the future. Overall, it functions fairly well for the tasks I require it to handle.
What do you dislike about the product?
I am really disappointed with the limitations of Freshservice, which aren't apparent until you try to use the product in a more complex manner. It's frustrating that these limitations become evident only at that point. However, the most significant issue for me is the poor account management and support from Freshservice. Often when I contact support, they are unable to articulate how their product should work or they open a ticket that can remain unresolved for nine months without any substantial answers. The initial deployment also took quite a while because of various issues and the inadequate support received, which added to the difficulty. Overall, the lack of knowledgeable support makes it difficult to utilize the product effectively.
What problems is the product solving and how is that benefiting you?
I use Freshservice for IT help desk needs. It simplifies asset and PO management and provides automation. I like its straightforward UI and diverse features for IT service management, solving a variety of problems within one platform.
Versatile Helpdesk Solution with Room for Improvement
What do you like best about the product?
I love Freshservice for its versatility in supporting multiple departments beyond just IT, especially for ticketing and support, which has been incredibly beneficial for our organization as we've expanded its use. The ability to customize its submission board to fit the specific needs of different departments stands out, making it highly adaptable. I also appreciate the built-in features such as canned responses and FAQ capabilities, which enhance communication and support efficiency. The automation capabilities that streamline various workflows significantly contribute to improved productivity. Furthermore, I found the initial setup of Freshservice to be very easy; the single sign-on feature worked perfectly on the first attempt, which was a relief and made onboarding straightforward.
What do you dislike about the product?
I think that the journey model could be improved, as some of the functionalities from the old onboarding module are missing. Even though it's a new model, there's room for enhancement, and I hope it continues to evolve. Sometimes, email authentication doesn't work properly and requires workarounds, which could be streamlined for a more seamless setup experience.
What problems is the product solving and how is that benefiting you?
I find Freshservice helps us stay organized with user requests and improves our support communication. Its versatility allows adaptation across multiple departments, and features like customizable boards, canned responses, and automation of workflows enhance efficiency.
Simplicity and Cost Make Freshservice a Top Choice
What do you like best about the product?
I love Freshservice for its simplicity, especially for agents and administrators navigating the ticketing and service catalog. This straightforwardness makes managing tasks much easier and less time-consuming. I also find it very simple to initially set up, which saves us a lot of effort and resources right from the start. Additionally, the product stands out for ticketing and price, making it the best option available right now based on these factors. When it comes to recommending Freshservice, I would give it a 10, as it offers an excellent blend of features and affordability.
What do you dislike about the product?
I find the 'Journeys' feature to be problematic due to persistent bugs, making it a real headache. Additionally, it's frustrating when it's necessary to run it by the clients we install for, likely because the bugs complicate the process and reflect poorly during client interactions.
What problems is the product solving and how is that benefiting you?
I find Freshservice provides simplicity for agents and administrators in ticketing and service catalogs, making it a top choice for its ticketing capabilities and price.
Effortless Implementation and Adaptability for IT Teams
What do you like best about the product?
This product is very straightforward to implement and use. It is highly adaptable to the needs of IT teams, supporting all the key processes. Additionally, it offers some useful integrations with other tools.
What do you dislike about the product?
The platform would benefit from a feature that allows for remote access capabilities. Additionally, the portal could be improved to be more adaptable. I have also noticed that some forms are restrictive when it comes to data entry, as they lack the option to integrate a table as a field within Service Requests.
What problems is the product solving and how is that benefiting you?
Freshservice is a fundamental tool that supports a wide range of IT processes. It goes beyond just ITSM, also assisting with IT budgeting and compliance.
Great Ticket Organization, But Needs Better Folder and Snooze Options
What do you like best about the product?
I like the variety of options available for organizing tickets, such as tags, categories, due dates, and urgency levels. I also find it helpful that it allows me to save canned responses, even with attachments included.
What do you dislike about the product?
I find it frustrating that the system doesn't let you save tickets in separate folders or snooze them. This becomes especially problematic when you have more than 50 tickets, as it makes it hard to manage them efficiently. As a result, some tickets may go unattended for days, which is a significant drawback.
What problems is the product solving and how is that benefiting you?
Our company started using Freshservice to get a better idea of the number of requests we receive daily and how long it takes us to resolve them. It has helped us track our metrics and improve our monthly goals
Streamlined Our Internal Operations, Freeing Us to Focus on Core Product Development
What do you like best about the product?
My team's efficiency is the most important thing as the Head of Marketing at a software company. Although I am not part of the IT department, the Freshservice implementation by the operations team was great and the impact of the department was very positive from the first moment. The main highlight of the product is its ease of use; filing tickets for whatever it is, be it graphic design requests or new software access, is absolutely straightforward through the portal. Thanks to the automated ticket routing, our requests are handed over to the right person or team without any waiting time. I employ it regularly, and the openness it offers, which lets me know the status of my team's requests, has been a great change from which internal emails and meetings for follow-ups have been largely eliminated.
What do you dislike about the product?
While the number of features is impressive, the initial setup for some of the more advanced workflow automations required considerable effort from our IT lead. For a smaller company without a dedicated admin, this could be a hurdle. Furthermore, while generally responsive, we did experience a delay in customer support resolution for a complex integration question early on. It was eventually solved, but the initial response time was slower than we had hoped.
What problems is the product solving and how is that benefiting you?
Essentially, Freshservice has been the key to untying the tangled mess of erratic, internally unstructured requests. My marketing team was using a horrible mix of email, Slack messages, and impromptu conversations to get the support they needed from IT, design, and other internal functions before the implementation of Freshservice. It was a time when tickets were getting lost, priorities were unclear, and what was in progress was difficult to track. Freshservice made the system more orderly and brought accountability. The big win for me and my team is a huge jump in operational clarity. We are less involved in the game of chasing people for updates and more engaged in high-value marketing work. This efficient method has an immediate positive impact on our productivity and a great deal of freedom to support the company's growth at a faster pace, knowing that our internal dependencies are under control.
Efficient ITSM platform with great automation and asset tracking
What do you like best about the product?
Freshservice offers a clean and intuitive interface that makes managing IT tickets and service requests incredibly easy. The automation features save a lot of time by streamlining repetitive tasks, and the asset management module helps us keep track of hardware and software efficiently. Integration with tools like Azure AD and Slack is seamless, and onboarding workflows are well-structured.
What do you dislike about the product?
While the platform is powerful, the reporting and analytics features could be more flexible and customizable. Sometimes, the dashboard takes time to load when there are a large number of tickets.
What problems is the product solving and how is that benefiting you?
Freshservice helps us streamline IT support operations by centralizing ticket management, automating repetitive tasks, and improving visibility into service requests. It has significantly reduced response times and improved SLA compliance. The onboarding workflows and asset tracking features have made employee transitions smoother and more efficient. Overall, it has enhanced our team's productivity and improved user satisfaction across departments.
Freshservice review
What do you like best about the product?
-Ease of use
-GUI is good and informative.
-Good customer support
-Integrates with GWP makes life easy.
-Asset tracking with the tickets.
-Asset management.
-Option to create an individual workplace.
-As I use this day in and out, it's beneficial to have brief information and tiles for ticket status and responses.
-GUI is good and informative.
-Good customer support
-Integrates with GWP makes life easy.
-Asset tracking with the tickets.
-Asset management.
-Option to create an individual workplace.
-As I use this day in and out, it's beneficial to have brief information and tiles for ticket status and responses.
What do you dislike about the product?
The setting page can be more refined, and the task automation is complicated.
What problems is the product solving and how is that benefiting you?
It has refined the ticketing system and made it easier to manage and maintain the records. Integration with multiple apps gives easy access and ticket updates.
Setting pane can be more refined .
Setting pane can be more refined .
Simple IT ticketing system
What do you like best about the product?
Simplicity, pricing plans , integrations
What do you dislike about the product?
not for big organization, it is okay for small to medium organizations
What problems is the product solving and how is that benefiting you?
orgnize IT Issues in one place, allowing help desk team to cooperate together to solve the issues and also document it
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