I use Freshservice in my company as an ITSM tool for incident management, service requests, and change requests.
Freshservice
Freshworks Inc.External reviews
1,287 reviews
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An easy-to-maintain ITSM tool that helps with incident management
What is our primary use case?
What is most valuable?
The most valuable features of the solution are the ease of configuration and how easy it is to get things set up and working.
What needs improvement?
I am not too happy with the page layout or screen layout since it always looks messy. The aforementioned area can be considered for improvement in the solution.
For how long have I used the solution?
I have been using Freshservice for about six months. My company is a customer of Freshservice.
What do I think about the stability of the solution?
It is a stable solution. My company hasn't faced any problems with the solution.
What do I think about the scalability of the solution?
It is a scalable solution.
There are around 200 users of the tool in my company.
Which solution did I use previously and why did I switch?
Before Freshservice, my company was using Hornbill IT Service Management. As I used to work for Hornbill in the past, I would say that it is a better product than Freshservice.
How was the initial setup?
The initial setup of Freshservice is very easy.
The solution can be deployed in a couple of hours.
Three people in my company were involved with the deployment phase of Freshservice.
The solution is deployed on the cloud.
What's my experience with pricing, setup cost, and licensing?
Freshservice is a fairly cheap solution. Though monthly payments can be made towards the licensing costs of the solution, my company prefers to make annual payments.
There are no additional costs apart from the licensing costs attached to the solution.
Which other solutions did I evaluate?
Apart from Freshservice, my company looked at another solution, HaloITSM, during an evaluation process.
What other advice do I have?
The solution is very easy to maintain.
Freshservice is a tool you can choose if you want a product with an easy setup phase.
I rate the overall product an eight out of ten.
Great Product and Amazing Customer Service
What do you like best about the product?
Fresh Service is an amazing ITSM/ITOM tool. It is feature-rich at an incredible price! Very easy to use, customize, and integrate with other systems. Last but not least, the customer service is fantastic! I have never had a bad experience working with anyone at Freshworks.
What do you dislike about the product?
I do hope the company restarts hosting its annual conference again.
What problems is the product solving and how is that benefiting you?
It is our primary ITSM/ITOM tool helping us run our IT Operations. We have since expanded the use of it to include our Facilities and HR teams as their issue and case management tool.
the best tool
What do you like best about the product?
I love Freshservice, I recommend it to anyone who has or works at a help desk, it helps you optimize time as it organizes tickets according to incident or service request. I love it.
What do you dislike about the product?
there is little to say here since I love it and use it daily. In my years of experience using Freshservice at my organization's help desk, I haven't found anything negative. I recommend it with my eyes closed.
What problems is the product solving and how is that benefiting you?
The main problems that Freshservice is helping to solve are time optimization, as it organizes tickets and gives you a reasonable time to resolve them.
Freshservice the best tool for help desk
What do you like best about the product?
I love and really like Freshservice, but what I like the most is that since we started using it in my organization, the case times have decreased because it helps us organize and gives us reasonable time to handle each case that comes to the help desk.
What do you dislike about the product?
The truth is I use Freshservice every day since I work as a help desk analyst. I haven't found anything negative about it; on the contrary, it's an excellent tool that has done us a lot of good.
What problems is the product solving and how is that benefiting you?
the main problems I have noticed that Freshservice is helping to solve are mainly the times in which we resolve cases or service requests because it gives us the ease of organizing ourselves better, I love Freshservice
Freshservice the best in the market
What do you like best about the product?
For me, it is the best tool in IT help desk, it helps us a lot in our organization, we use it daily, I like it a lot and consider it very useful and that all companies should have it.
What do you dislike about the product?
There are very few things to say nothing, as I really love Freshservice and I use it a lot daily at the IT help desk of my organization. Honestly, I highly recommend it.
What problems is the product solving and how is that benefiting you?
The main problems that Freshservice is helping to solve are time and space, as we address each case depending on its importance or urgency. I love Freshservice.
The best for working at an IT help desk
What do you like best about the product?
There are many things I like about freshservice, but what I love the most is that it helps me daily in my work as it helps me organize the cases that come in depending on their importance and gives me a reasonable time to resolve them.
What do you dislike about the product?
There are few things I could say I don't like about Freshservice, as I love it and use it every day in my organization, but if I had to say something, I would say they could improve the price or value of the license.
What problems is the product solving and how is that benefiting you?
The truth is that it is really solving a lot of the organization issue, and I always highlight and say that it is what I like the most and what helps me the most daily. The time they give you to resolve incidents or service requests is very reasonable, and I completely agree.
Doesn't work
Cannot setup account because the setup account URL is dead, it goes to either a 503 or a 404. Do not buy through marketplace, even if you use the same email address, the billing is not linked.
Reliable tool for incident management and follow-up with clients on cases via email and portal
What do you like best about the product?
The most usefull use of the tool is it can be accessed by mobile and laptop, providing the flexibility to work from anywhere and making it user friendly.
What do you dislike about the product?
None as of now, the tool is working perfect and FS team is nailing it.
What problems is the product solving and how is that benefiting you?
Helps in keeping track of case/incident ticket flow and sending notification to agent promptly. Also I received a notification in case any case is escalated/closed/opened/assigned.
The best for help desk
What do you like best about the product?
What I like most about Freshservice is that I can use it daily in my organization, its interface is easy to use for both administrators and end users, I have the pleasure of using Freshservice.
What do you dislike about the product?
there are few things I can respond to this question since I really like Freshservice. If I have to give my opinion to improve in one aspect, it is that the price is a bit high in my opinion, but the rest is great.
What problems is the product solving and how is that benefiting you?
The organization of the help desk in my organization is fantastic thanks to Freshservice, as it helps us organize cases depending on their importance and gives us a reasonable time for their resolution.
Great for bringing the business teams together
What do you like best about the product?
A great tool that enables you to setup a tool for IT and the business with an easy to use Out the box solution. Links great to a CMDB and alerting on downtime.
What do you dislike about the product?
Workflow automator could use a bit of work on the useability.
What problems is the product solving and how is that benefiting you?
Freshservice is solving a ticketing solution unification across the whole business and stopping the siloed culture in the company.
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