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Freshservice
Freshworks Inc.External reviews
1,287 reviews
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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.
Deceptive Sales Tactics
What do you like best about the product?
Not much. We were promised a software that could do recurring tickets with seemless integrations between their own platforms. Once the sales team completed their pitch, the implementation team told us the software couldn't do what we were asking.
What do you dislike about the product?
The software is not useable for us. We are now being ghosted by the sales and operations team as we are looking for a mutual solution to an unuseable software.
What problems is the product solving and how is that benefiting you?
The software was meant to streamline external and internal ticketing. It is providing 0 value as it is incapable of doing what was promised.
the best on the market for IT help desk
What do you like best about the product?
What I like most about Freshservice is its ease of use. Besides using it daily at the IT help desk where I work, I think it's one of the best on the market, and I definitely recommend it without hesitation.
What do you dislike about the product?
There are few things I don't like, but I would say that the cost of the license, in my opinion, is a bit high. However, I would definitely recommend Freshservice despite everything because it helps a lot and I consider it very necessary.
What problems is the product solving and how is that benefiting you?
the main problems that freshservice helps me solve are incidents or technological requests from my organization since I work at the IT help desk
fresh service
What do you like best about the product?
What I like most about Freshservice is that it helps me every day in my organization as it helps me organize the cases in the IT help desk where I work, organizing them by incidents or service requests, and I love that.
What do you dislike about the product?
there are few things I don't like, but if I have to say something to improve, it's the issue of the price, in my opinion it's a bit expensive, still I recommend freshservice with my eyes closed
What problems is the product solving and how is that benefiting you?
The main problems that freshservice is helping me solve are in the IT help desk, cases in the technology area of my organization, and since I started using it, I notice that I am more effective in my work because I organize myself.
The best tool in IT help desk
What do you like best about the product?
The truth is, there are many things I like about Freshservice, among them its ease of use and its interface. It is easy to use for both administrators and end users. I also really like that it helps me stay organized with the cases that come to the IT help desk in my organization.
What do you dislike about the product?
there is very little or nothing to respond here since I love Freshservice, I use it every day at work and it makes my job much easier. For me, it is the best tool one can use if working at an IT help desk.
What problems is the product solving and how is that benefiting you?
The main problem that freshservice personally helps me solve is the organization of my cases, as it helps me organize according to incident or service request and provides reasonable times to resolve each ticket. I simply love freshservice.
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