Freshservice
Freshworks Inc.External reviews
1,281 reviews
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Excellent product for ticket, asset tracking and production/workflow follow through.
What do you like best about the product?
Ease of ticket creation, updating and tracking.
What do you dislike about the product?
User interface can be improved upon. Email ticket creation can be fine tuned with more configuration options.
What problems is the product solving and how is that benefiting you?
IT Ticket tracking, creation and follow through.
Centralized location for IT tickets related to current short-term work and long term projects.
Centralized location for IT tickets related to current short-term work and long term projects.
Recommendations to others considering the product:
Trial the software before committing to subscribing to ensure it works for your needs.
Easy to Use and Flexible Service Desk
What do you like best about the product?
Extensive customization options and robust API allows a high degree of adaptability to your needs.
What do you dislike about the product?
GUI can sometimes seem antiquated, and Solutions section is difficult to navigate and search.
What problems is the product solving and how is that benefiting you?
Built-in automation options make it easy to trigger custom emails, Slack integrations, and create/manipulate tickets based on whatever triggers are needed.
IT asset management
What do you like best about the product?
I use Freshservice because it is an easy to use platform and it is quite affordable, it contributes to my IT and even non-IT asset management, implementing good ITIL practices guides us and restructures the final goal of improving the service we offer, with a constant monitoring, efficient administration and impact analysis. Together with its interface, it is possible to carry out most of the functions in an intuitive and automated way that help I to do my job more efficiently. I like that it is highly customizable, it offers extensive configuration capabilities to adapt everything as needed. Tracks problems exhaustively, auditing problems and reviewing the most recurring problems. It provides other tools that allow monitoring workflow and task compliance, as well as ITSM and CMDB options that allow efficient resource management, changes and incidents.
What do you dislike about the product?
Its customer support is quite responsive and attentive to any inconvenience, it is an easy to use platform and without a doubt affordable with respect to price, flexible and provides automated access, on the other hand, it has a wide variety of tools and configuration options. However, I feel that there should be more options for integrations, in this way I could unify the IT work and make everything I can manage from a single system.
What problems is the product solving and how is that benefiting you?
Every day it allows us to carry out a job with greater precision, covering multiple aspects that allow us to exponentially promote the service we offer to each of our clients, in this way we improve our work and professionalism in a more comprehensive way, streamline work saving a lot of time and money (more than expected) and we satisfactorily attend to what the customer wants.
Recommendations to others considering the product:
It is a tool that has it all, you don't need to look any further, join Freshservice and discover it.
A great and ideal tool.
What do you like best about the product?
Freshservice is a great tool very sophisticated according to its well designed integrations of functions, when we go to most of its maximum functionality, on the one hand, this software helps to maintain an excellent database of information technologies, mostly for ongoing activities and encourages addressing problems with simple and instant searches, underlining that it operates very well as an asset manager or controller of an entire company in general, which makes it a multi-purpose system.
What do you dislike about the product?
We can consider that to configure it completely, when we go to the software infrastructure, which are determined large-scale terms, they turn out to be in high proportions, very difficult, although the support helps in these situations, it is still an adaptation problem to each of the users that use Freshservice on its platform, including the theme, that the ability to add new categories is not as intuitive as it seems to be from a naked eye.
What problems is the product solving and how is that benefiting you?
Freshservice is used in most of the company by different laboratory areas, since it is our corporate support platform at a general level, when a problem occurs, this system is available to solve them in a matter of a short time, that is, we use this software for since it allows us to handle the help desk tickets with ease, more than anything it is promoted by the department that is based on the operations of our business group, because thanks to this service we have been able to greatly simplify the service process to end users guaranteeing the satisfaction of the answers provided.
Recommendations to others considering the product:
Freshservice stands out as an internal ticketing system in small and medium-sized companies, because this software has enough integrations to cover most of the cases of your daily use, especially if you need a control of the assets that you keep in your company, since this service is undoubtedly the best you can consider, mentioning that it acquires other functionalities that make it a multipurpose platform, which can use the program for the needs it presents, as long as its intentions are similar to the operations carried out by this service.
Maintain a better flow of solutions with incredible flexibility thanks to your tools and management.
What do you like best about the product?
in unprecedented amounts we can describe that this software generates satisfaction according to the work it employs and facilitates that of companies, for which I really like, canned solutions allow our agents to prepare detailed answers that we use often and that they contain the protected information that we do not want to come to light of the other companies, allows us to maintain a constant development that is quite effective when using this software.
What do you dislike about the product?
Sometimes workflow automations have run into order issues and a lot of misapplied jobs when multiple issues are reported on a single ticket, integrated reporting was not helpful which would be a glitch mid-level itself evaluated by a hierarchy, in other mid-design functionalities, we can highlight that the API with which this software is supported is incomplete.
What problems is the product solving and how is that benefiting you?
It is an excellent software to manage the assets of our company and make feasible internal requests, all areas of my company use freshservice, we use this system in the same way because it allows us to integrate other platforms, through custom applications, It is very Easy to use, quick to configure and the time to implement the service on our platform was very short, as it promoted our troubleshooting process and helped in the timely resolution of tickets.
Recommendations to others considering the product:
The pricing scheme and the ability to upgrade when needed, allows you to try the free version and graduate to other plans as modules are needed, it is recommended for its various solution-based functionalities, it maintains a large number of procedures that It facilitates and makes work flexible when using it, some of these administrations are tasks, priority knowledge bases for better performance when using this software, tasks, projects and among other essential functions.
Great IT tool for customer technical support
What do you like best about the product?
Without a doubt, what I like most about Freshervice is its simplicity when it comes to use, it makes it a very harmonious and elegant software, an aesthetic detail but which I give a lot of value and if we add that it can be customized to our liking gives much more value, small details, but I am sure there will be many more people who think that the visual aspect will always be one of the most important aspects.
What do you dislike about the product?
The only thing that I think FreshService should improve is the tiered payment system that requires different payment amounts for different functions. While Freshservice is affordable, it can be frustrating when you see an interesting feature and want to try it out, only to find that your particular tier is not supported. Of the rest, everything else is extremely superficial and does not affect the user experience.
What problems is the product solving and how is that benefiting you?
I consider that the biggest benefit that this software offers me is that now I can count on a much more efficient team in IT, as I have noticed a huge improvement in the number of tickets answered per month, this is reflected in an increase in the number of sales and satisfied customers, thanks to the fact that Freshservice makes the entire process much easier and more orderly.
Recommendations to others considering the product:
If you need software to answer your customers tickets and provide efficient technical support, Freshservice is undoubtedly one of the best options that we can find, since it has a very affordable price and has quite good tools that will help us during the day. As of our work, we can also say that the customization options are very varied and this adds an additional plus that makes it stand out among similar software.
Freshservice is a great way to organize and track our current challenges and requests.
What do you like best about the product?
The most useful features are they have all in one offer. To be able to show precisely the tools and applications a requestor has. Their incorporation of platforms like Teamviewer is actually beyond good and helps the supporting workers members focus inside Freshservice pretty much with almost all of them uses.
What do you dislike about the product?
There's a lot of downsides to Freshservice because it's an ever-evolving network, so often when setting up ticket flows or job flows it may get a little complicated as to what you're including it they provide fantastic support that's able to hop in and help you set up everything you need.
What problems is the product solving and how is that benefiting you?
Freshservice solves our incident tracking problem and the management of requests for user support. We also do it in our Team for shift projects and project monitoring.
Recommendations to others considering the product:
If you're searching for an inexpensive approach that will transform the way tickets, change control, tech inventory, contracts and overall consumer loyalty are handled by your IT company, so Freshservice has been the resource you require. I use other Cloud-based solutions which are either excessively expensive to customize or just too complicated. You can implement freshservice in just a few days.
Freshservice is a IT service desk to consider
What do you like best about the product?
The ease of use of the site for us and users to navigate. It is pretty flexible but has some limitations but they are always working on updates. The support is always prompt when there is a problem.
What do you dislike about the product?
At first when I signed up over 3 years ago I would find items that I would like added and thought would be beneficial. Since then they have been looking al feature request and have been really adding some good ones now especially in this time.
Their android app has had some issues too.
Their android app has had some issues too.
What problems is the product solving and how is that benefiting you?
I problem that I can recently think of is that we wanted to use more of the inventory to manage what was in stock but there was no way to see that state. They have added that now so that would help anyone else that is looking to do the same.
Recommendations to others considering the product:
Its a great modern helpdesk and helps out the save time for your IT and internal support team
Progression through automation
What do you like best about the product?
Freshservice are reactive and proactive.
What do you dislike about the product?
Some support requests have taken longer to resolve than expected.
What problems is the product solving and how is that benefiting you?
Asset collation and maintenance management predominately. The automation tools are creating greater efficiency than anticipated.
Recommendations to others considering the product:
Don't judge a book by its cover. You will see a good product at first but as you read further you will realise it is a great product.
It has many functionalities that I like.
What do you like best about the product?
It has reporting services and so many needed tools/setup for a ticketing application
What do you dislike about the product?
The software and inventory need to be more robust.
What problems is the product solving and how is that benefiting you?
Ticketing/KB/Reporting.
Recommendations to others considering the product:
Good application
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