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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.
Very easy to use User Interface
What do you like best about the product?
The interface and features are very impressive. The GUI is easy to navigate and the features are perfect for a helpdesk
What do you dislike about the product?
I would like to see more Microsoft implementations and cross-platform integrations.
What problems is the product solving and how is that benefiting you?
It gives us a nice asset management platform and also the feature to report and sustain projects with scopes.
Everything works very well! We have been using it for several years.
What do you like best about the product?
Analyses and personalized reports that are sent to our clients automatically. Automation features.
What do you dislike about the product?
Honestly, I think it's perfect, I would just leave the asset inventory module without additional cost.
What problems is the product solving and how is that benefiting you?
Tickets.
Best tool for help desk and IT management
What do you like best about the product?
Freshservice is one of the best tool for ticket management, asset management, reportings and automations. It is loaded with tons of features which are very helpful in ITSM. Implementation is very easy and customer support is also good.
What do you dislike about the product?
There is nothing to dislike about freshservice. It has everything you need to manage tickets and assets.
What problems is the product solving and how is that benefiting you?
Freshservice is providing best ITSM tools. We are using it to manage incident tickets, providing self service desk to customers, workflow automations and reportings are very useful.
Best Ticket management tool
What do you like best about the product?
Freshservice has very user friendly ui and loaded with ITSM features, automations and many more useful things.
What do you dislike about the product?
Agent Licensing is bit costly. It can be reduced a bit.
What problems is the product solving and how is that benefiting you?
We are using Freshservice for incident management, service request management and ITSM tools.
The best tool in IT help desk
What do you like best about the product?
What I like the most is the interface and the ease of use that Freshservice has. I use it daily in my organization, and I feel that since we started using it, my colleagues and I have become more productive, and it helps us every day. I highly recommend Freshservice without hesitation.
What do you dislike about the product?
The truth is, I have thought a lot about this question and honestly, I haven't been able to answer it because I use Freshservice daily and I love it. I feel that since I started using it, we have been more productive at the IT help desk in my organization.
What problems is the product solving and how is that benefiting you?
The main problems that freshservice helps me solve are in the IT help desk. I feel that we make better use of our time because its ticket system classifies them depending on whether it's an incident or a service request. I think it's one of the best and I feel it helps me a lot.
The best tool for a service desk
What do you like best about the product?
In my organization, we use all kinds of tools and licenses for different things, but the one I use the most and like the most is Freshservice. I consider it super necessary and can't imagine working without it. What I like the most is its interface and how practical and easy it is to use. I recommend it with my eyes closed for the IT help desk of your organizations.
What do you dislike about the product?
There is little to say on this question since I use Freshservice every day and I love it, but if I have to say something negative or to improve, it would be the cost of the license, but other than that, I love it.
What problems is the product solving and how is that benefiting you?
I work at the IT help desk of my organization and the main problems that Freshservice helps to resolve are IT-related. The personal issues would be the organization and the time to resolve each ticket, as it organizes them depending on their importance, incidence, and service request. I simply love Freshservice.
The best in help desk
What do you like best about the product?
I use Freshservice every day at the company where I work, in the IT department. Honestly, I like it a lot and I consider it to be super useful because it helps me organize the tickets so I can address the cases one by one and provide solutions. I believe all companies should use Freshservice; I recommend it without hesitation.
What do you dislike about the product?
As I said in the previous question, I love Freshservice and use it daily, and despite using it for years every day, I haven't found anything negative about Freshservice. On the contrary, I love its interface and features.
What problems is the product solving and how is that benefiting you?
I work at the IT help desk of my organization where I use Freshservice, and the main problems I've noticed it has helped me solve are with the times in which I resolve each case, as it helps me with the organization of tickets and organizes them and gives you time to resolve them according to their importance and whether it is an incident or a service request. This allows me to resolve them more one by one and be more efficient in my work. It is a super useful tool that I recommend to all companies.
Freshservice the best on the market
What do you like best about the product?
The truth is that Freshservice is the best on the market when it comes to help desk or service desk. I use it daily in my organization at the IT help desk. It helps me a lot, and what I like the most is that it allows me to be organized with my tickets since it organizes them depending on the case, whether it's an incident or a service request, and in my opinion, it gives a reasonable time to resolve them.
What do you dislike about the product?
there is very little that I don't like about freshservice, I use it daily in my work and I haven't found anything negative about it, on the contrary, I love it and I recommend it without hesitation, for me it is the best on the market and I believe that every company in its IT area should use freshservice
What problems is the product solving and how is that benefiting you?
The main problems that freshservice helps me solve are technological in nature, and also personally, the issue of organizing cases and keeping a record of them, with indicators and statistics, seems the most appropriate to me. I simply love freshservice.
The best tool for IT help desk
What do you like best about the product?
What I like most about Freshservice is its interface and ease of use, as I consider it easy to use and to make a request for both users and administrators. Additionally, it helps you organize tickets depending on whether it is an incident or a service request and provides reasonable times to resolve the cases.
What do you dislike about the product?
For me, who uses Freshservice every day, there is nothing I don't like; on the contrary, I consider it the best on the market when it comes to IT help desks.
What problems is the product solving and how is that benefiting you?
The main problems that freshservice helps me solve are related to the IT help desk in my organization, but I consider that since I started using it, it helps me a lot in managing my time as it organizes tickets according to priority and I can resolve them gradually. I love freshservice.
Has a clean UI and admin feature
What is our primary use case?
What is most valuable?
The admin feature is the UI, so it's very clean. The asset management and its model are valuable as well.
What needs improvement?
Day by day, they keep on adding more features which are making the application very slow. We're we're facing some slowness. For example, the analytics part takes a very long time to load.
The chat portal is not that great. It would be good if they could enhance the chat portal, and give us some options to customize it.
For how long have I used the solution?
I have been using Freshservice for three years.
What do I think about the stability of the solution?
We have faced some stability issues, which were fixed by the actual service team pretty quickly. I rate the stability a seven out of ten.
What do I think about the scalability of the solution?
It is a scalable solution. Presently, twenty thousand users are using the solution.
How are customer service and support?
The technical support team is very good.
How would you rate customer service and support?
Positive
Which solution did I use previously and why did I switch?
We were using Zendesk, then we evaluated other service desk applications. Freshservice is really easy to use, and it has some of the code features that we wanted, and that is why we chose it.
How was the initial setup?
The initial setup is straightforward. Our main implementation strategy was to kind of move our existing agents and existing users as well as migrate almost four hundred thousand tickets to the platform. First, we created all the different fields. We imported all the users and mapped them to the correct queue. I provided access to the agents in different groups. After that, we migrated our tickets. It took almost two weeks to migrate everything and set up.
What about the implementation team?
The integration was done in-house.
What was our ROI?
We have seen a return on investment.
What's my experience with pricing, setup cost, and licensing?
The pricing is reasonable.
What other advice do I have?
I recommend the solution. I rate the overall solution an eight out of ten.
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