Freshservice
Freshworks Inc.External reviews
1,281 reviews
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ITSM without the complexity
What do you like best about the product?
Fresh is an easy-to-implement and intuitive solution for any modern IT team. The web user interface and native mobile applications make it incredibly user-friendly. I've found the post go-live support beneficial, instant chat response and call escalation make CSI simple to implement
What do you dislike about the product?
I've found planning / making changes to fresh to be challenging without a production mirror or complete test environment. Configuration is not versioned, so if you make a mistake, you have to undo it manually. You cannot roll back to a previous configuration.
What problems is the product solving and how is that benefiting you?
We can present an easy-to-use web interface to our customers, driving more self-service and straight threw processing/automation.
We realized almost immediately via simple bi-directional integration with Jira that enabled our service desk to escalate tickets directly into Jira. Updates to comments and status in Jira can be pushed back to Fresh (via API), ensuring the customer always has the most current information.
We realized almost immediately via simple bi-directional integration with Jira that enabled our service desk to escalate tickets directly into Jira. Updates to comments and status in Jira can be pushed back to Fresh (via API), ensuring the customer always has the most current information.
Recommendations to others considering the product:
Enable a feature for enterprise customers to have a complete test solution or instance.
Solid ticketing system
What do you like best about the product?
The workflow automator allows you to automate a multitude of processes.
What do you dislike about the product?
Support for the ITIL/ITSM framework is incomplete.
What problems is the product solving and how is that benefiting you?
In addition to essential helpdesk functions, we use web requests in conjunction with the workflow automator to integrate with other systems. This enables us to have Freshservice perform tasks that formerly required human intervention.
Easy to setup and use
What do you like best about the product?
How easy it is to configure to need your needs.
What do you dislike about the product?
Some of the limitations with configuration
What problems is the product solving and how is that benefiting you?
Automating ticket flows, and inventory management
Best ITIL-based software in cost-benefit
What do you like best about the product?
the automations for ticket assignment and escalation that can be configured in multiple options.
What do you dislike about the product?
the additional cost for asset management, there are very few assets included with the purchase of licenses.
What problems is the product solving and how is that benefiting you?
we have fulfilled specific contracts with a government entity and it has helped us avoid penalties
Recommendations to others considering the product:
It is a very comprehensive tool designed according to ITIL v4, but you need to pay extra to manage assets in quantities greater than 100 units.
Friendly and flexible
What do you like best about the product?
The friendly and flexible nature of the product - I was able to configure it with minimal training to meet pretty much all requirements.
What do you dislike about the product?
Not being able to restore from backup or restore to a previous instance if required
What problems is the product solving and how is that benefiting you?
It was setup for a brand new service desk and was implemented (including requirements gathering, build/configuration, test and training) in less than 3 months and only 26 days of my time.
It has met requirements and has received positive feedback from the user community.
It has met requirements and has received positive feedback from the user community.
Recommendations to others considering the product:
If unsure, you can always take advantage of the trial offer, which is a great feature.
An amazing technology to manage tickets properly
What do you like best about the product?
It is a perfect platform that strengthens the work of our internal support team. Freshservice has excellent features and allows us to manage our product and service catalog more efficiently, and the ticket issuance and response flow is very easy to follow. The platform is intuitive, easy to use, and has an excellent support service; I love Freshservice!
What do you dislike about the product?
The software is intuitive and easy to understand. However, the initial setup is a bit complicated; luckily, they have an excellent support team that helped us through the whole process.
What problems is the product solving and how is that benefiting you?
Freshservice has helped us improve internal support and has improved communication with end-users. It is straightforward to create tickets and send them via email; it helps us get tickets answered most appropriately.
Recommendations to others considering the product:
It is ideal for work teams to keep productivity high and better manage information and end-user issues quickly. Recommended for any organization, it will improve internal support.
Easy asset management service
What do you like best about the product?
Freshservice is an easily customizable asset management service. We use it in our company to track all computer hardware related assets from iPads, Macbook, servers, etc.
What do you dislike about the product?
I would like to be able to create some parameters easier. So for example created Asset Tags, I'd like to just be able to restrict the way we label those, so no mistypes can be created and therefore harder to track.
What problems is the product solving and how is that benefiting you?
The biggest problem is just random mistypes during asset entry that can hurt us over the long run in being able to track those assets. Those can pile up in a big company. The benefit is just a great all in one asset tracking service.
Recommendations to others considering the product:
When starting out, make sure to create a asset tag system that is easy to use for your company.
Wide array of features
What do you like best about the product?
The platform is aligned with the ITSM model which is a great benefit for our company.
What do you dislike about the product?
Support can get a bit clumsy and difficult depending on who you talk to.
What problems is the product solving and how is that benefiting you?
Getting all service requests through "ONE" single entry point. Getting a global understanding of the situation at the ITY helpdesk.
Good tool for ticketing
What do you like best about the product?
There are many options to customize and adapt the software to one’s needs.
What do you dislike about the product?
The customer version of the self-help portal is not very friendly.
What problems is the product solving and how is that benefiting you?
We use this tool to manage internal requests and incidents reports in the company. There is also a possibility to create solutions, but we don't use them as much.
Freshservice, 2 years on
What do you like best about the product?
Freshservcie is a very capable ITSM tool, setup and implementation is very simple and straight forward, they have clearly put a lot of thought into the UI, as it a very clean yep informative interface, not to busy and cluttered, yet on a single screen provides all the necessary information. Covers a very wide scope of IT services and if your looking for a simple yet effective tool, you have tyo give Freshservcei a look.
What do you dislike about the product?
Not much actually does what it needs to do very well.
What problems is the product solving and how is that benefiting you?
We come form to FreshServcie from a very low starting point with little or no tools or work flow. The job logging and tracking was a game-changer for us, and our clients. The ability to log their own job, get updates, add comments etc changed how we engaed, IT Service management was no longer a black hole. When we added Asset Mgt, self service and service requests, our ability to support our clients just grew and grew .
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