Freshservice
Freshworks Inc.External reviews
1,281 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Best helpdesk software for IT.
What do you like best about the product?
Ease of use, setup, ability to create workflows and customize forms.
What do you dislike about the product?
You can't set up alerts if Freshservice has trouble connecting to the email inbox for tickets. It lost connection to our inbox, and we didn't receive tickets for a whole day until we realized the issue.
What problems is the product solving and how is that benefiting you?
We are categorizing our tickets for meaningful metrics.
Excellent for handling all aspects of a service desk, including inventory management
What do you like best about the product?
Asset management and workflow automation
What do you dislike about the product?
The support team sometimes takes some time to get back to you
What problems is the product solving and how is that benefiting you?
Helpdesk experience vastly improved for users and owners
Awesome new Product for Ticketing
What do you like best about the product?
The ease of creating and working on Workflows.
This also has got good integrations with other tools via API. The FreshService bot is the best part of this product
This also has got good integrations with other tools via API. The FreshService bot is the best part of this product
What do you dislike about the product?
Since this is new product, many of the modules had small bugs in it which should be resolved soon, Also the support team should be a bit more quick and attending, while a user creates an issue ticket on FreshService portal
What problems is the product solving and how is that benefiting you?
API integration is the best and this way we were able to connect multiple apps together
Recommendations to others considering the product:
Kajal Tanna and Ramesh Raja has been our contact for the FreshService setup and they are very helpful and friendly and are experts in the tool. It has been a great experience with them.
Easy rollout and great support
What do you like best about the product?
It's an excellent ITSM tool with easy rollout, configure and minimal effort required.
What do you dislike about the product?
The asset tracking functionality is not that extensive and not able to track till user level.
What problems is the product solving and how is that benefiting you?
We need to track the number of incidents raised by the users and it allows me to perform the trending from problem management perspective.
Recommendations to others considering the product:
Easy to set up and configure, with great support. I recommend this platform to anyone who needs to improve efficiency and overall organization that leverage on ITSM framework.
Clean interface
What do you like best about the product?
It's well laid out. The request numbers are simple to remember for customers.
Template emails are easily configurable.
Template emails are easily configurable.
What do you dislike about the product?
Some of the admin settings would be useful if they had import options. Some reports don't allow scheduling to email as CSV/PDF.
Template emails don't allow you to store your company number (from the portal). This 1 placeholder should be added in the future (fingers crossed).
Template emails don't allow you to store your company number (from the portal). This 1 placeholder should be added in the future (fingers crossed).
What problems is the product solving and how is that benefiting you?
Raising tickets for the same task using a template request. Helped save time repeating new requests for multiple customers (like staff member joining/leaving)
Promising Interface
What do you like best about the product?
Fresh Service has the right idea with providing a ticketing and asset management utility that is relatively simple and accessible.
What do you dislike about the product?
Still some room for improvement, not enough customizability and some UI issues that make viewing information less conducive than it should be.
What problems is the product solving and how is that benefiting you?
The goal is to have a more straightforward ticketing system with better capabilities for data analysis.
A very robust ITSM tool, easily customizable.
What do you like best about the product?
I like the ability to plugin additional custom functionalities with ease; the folks at Freshworks are always on hand to offer any technical support required in time.
What do you dislike about the product?
The back-end logic is not readily visible.
What problems is the product solving and how is that benefiting you?
Managing customer issues
Freshservice, a complete and efficient ITSM tool
What do you like best about the product?
Freshservice has great integrations with other third-party applications such as Github and Slack. It also has excellent workflow capabilities and the ability to associate service requests with tickets and tickets with change requests. It makes it efficient to pivot from an incident to a change.
What do you dislike about the product?
The challenge I face is understanding how roles and responsibilities are built out. For example, to have someone create a change request, they need change manager access. This should just be allowed for all agents.
What problems is the product solving and how is that benefiting you?
Implementing a full-fledged ITSM tool with the capabilities of managing projects, incidents, changes and contracts. Being able to create workflows to map between these components has made our ITSM processes more efficient.
FreshService as my Ticketing Platform
What do you like best about the product?
User Friendly. Very easy to automate and configure the platform
What do you dislike about the product?
Customer Service routes you to KBs before they attempt to handhold you. I would like to jump on a quick call and handle the issue.
What problems is the product solving and how is that benefiting you?
Incidents and Problems throughout my enterprise. I like to use the dashboard so I have a bird's eye view.
Very Robust Helpdesk System
What do you like best about the product?
The onboarding process made bringing on new employees a breeze. Having different ticket queues based on groups makes ticket management easier.
What do you dislike about the product?
The onboarding process does not allow users to be auto-assigned software or hardware when completing the child tickets.
What problems is the product solving and how is that benefiting you?
We cut down the time it took to onboard an employee and made the whole process of doing so more uniform, thanks to the child tickets.
showing 201 - 210