Freshservice
Freshworks Inc.External reviews
1,281 reviews
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Freshsservice best friend for ticketing
What do you like best about the product?
The workflows, the intuitive the system is, and the significant customization possible to make tickets treatment fast
What do you dislike about the product?
Maybe the design of the workflow can be a little bit more clear when setting up the conditions.
What problems is the product solving and how is that benefiting you?
We control IT, IS, CRO tickets
Recommendations to others considering the product:
It is an excellent tool to support, has a lot of integrability, and is very flexible
A sincere review
What do you like best about the product?
The simplicity of configurations and easy use.
What do you dislike about the product?
Limitations on custom reporting and analitycs.
What problems is the product solving and how is that benefiting you?
Most internal requests and incident handling are done thru our Freshservice.
Recommendations to others considering the product:
Analyze your internal procedures, mechanize them, that will help a lot. Involve all interested parties.
Great app for a user friendly experience in ITSM
What do you like best about the product?
Freshservice is clearly simple to use, with a nice HMI, and quite useful features. It clearly makes a difference while users don't have to create a ticket, viewing that the answer to their problems is already there.
What do you dislike about the product?
When we have to make complex reports, we find some technical limitations in reportings (custom fields filters, being able to review time spent in different groups for a single ticket)
What problems is the product solving and how is that benefiting you?
Using Freshservice is a good start to create a service catalog for placeholders, create a global knowledge base for our company, and deeply change the way users solve their issues.
Easy to use and all sector friendly
What do you like best about the product?
GUI is easy to use and easy to configure
What do you dislike about the product?
need improvement on ITIL Module as lack of option for requester view
What problems is the product solving and how is that benefiting you?
Not only IT department to use but the solution able to cater all kind of depart based on the configuration
Very good ticketing system and knowledge base
What do you like best about the product?
It ticketing solution with work flows and sla management. Knowledgebase redirection before tickets are created
What do you dislike about the product?
More advances reports and Analytics come at an additional cost.
What problems is the product solving and how is that benefiting you?
Capturing and managing it servicedesk tickets and applying sla rules based on priority. Self service option to resolve their own tickets based off knowledge base section
Freshservice review
What do you like best about the product?
There are several aspects of Freshservice that I consider my favorites: the ticket structure and categories, inventory access and equipment information, special service requests, and reports. You can use Freshservice's various tools to take care of your business. Additional features are available when other apps are integrated.
What do you dislike about the product?
Other than that, everything is fine. The customer support is exceptional, and solutions are usually available for any problems that arise.
What problems is the product solving and how is that benefiting you?
As for the problem of tracking information via email, we've solved that. Everyone has their own email account, so it's impossible to know who worked on which item. In addition to managing large internal projects, this system helps us manage day-to-day operations.
Recommendations to others considering the product:
It's really nice. The application is easy to use and you learn a lot with the tool.
A great service desk management system
What do you like best about the product?
Freshservice gives you great functionality for IT service management. It alllws you to manage IT tickets, assets, change management and more.
What do you dislike about the product?
The price for freshservice is a bit in the higher side and the ticket entry is not as quick and easy to navigate as teamwork desk
What problems is the product solving and how is that benefiting you?
We are able to manage all of our IT tickets and make sure all of the techs are on the same page and SLAs are met.
Recommendations to others considering the product:
Take a free trial and put it through its paces
Freshservice Improving Support Speed
What do you like best about the product?
- The possibility to create a service catalog, for each type of service request that I have in my company,
- The possibility to customize my support portal, and ticketing system, based on customers, companies, departments, I can set the tool in the way I want,
- Asset tracking, I can track, and see each asset in my network, and in my entire company, inventory control,
- UI friendly, a robust app store to integrate with a lot of systems,
- The possibility to customize my support portal, and ticketing system, based on customers, companies, departments, I can set the tool in the way I want,
- Asset tracking, I can track, and see each asset in my network, and in my entire company, inventory control,
- UI friendly, a robust app store to integrate with a lot of systems,
What do you dislike about the product?
The contract management could be a little bit better, with the possibility to track the contract with reports,
The communication with the support, international support is unrealistic about deadlines, ETA's
The communication with the support, international support is unrealistic about deadlines, ETA's
What problems is the product solving and how is that benefiting you?
With Freshservice I have the ability to skip rework with basic questions about any problem, as I have the ability to create a custom form for each type of problem my customers have
Efficient Ticketing Portal for Project Management
What do you like best about the product?
Freshservice is a very convenient and easy-to-use ticketing tool for your project management. All the tasks within operations/support get easily done through this and all the information for an issue is well captured in the ticketing portal of Freshservice.
What do you dislike about the product?
The mobile application needs to be streamlined and needs a lot of work. It constantly throws my user account and asks for login every other day, which isn't the case in the web browser. The application could be more user-friendly. One might need some time to get a hang of it.
What problems is the product solving and how is that benefiting you?
All the tasks/issues are well documented and all the information of the remediation are stored in the ticketing system. As a result, we can avoid these mishaps in the operations and minimize the downtime of the business environment.
Good ITSM Tool for an enterprise
What do you like best about the product?
Easy to use
Simple
Accessible on the fly
Simple
Accessible on the fly
What do you dislike about the product?
Integration abilities with third party applications
What problems is the product solving and how is that benefiting you?
Ease to report Incidents/Problems and Service Requests
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