Freshservice
Freshworks Inc.External reviews
1,281 reviews
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Simple and modern ITSM tool
What do you like best about the product?
Easy to set up and use.
Modern interface.
Fast and efficient support.
All-in-one ITSM tool for managing Tickets, Problems, Changes, Releases, Assets, Projects, Knowledge Base, etc.
Good reporting and analytics, with many out-of-the-box reports.
Integration with other Freshworks and third-party tools.
Day Passes for occasional agents.
Huge amount of resources (videos, ebooks, whitepapers, forums, etc.).
We received a good discount as a non-profit organization.
Modern interface.
Fast and efficient support.
All-in-one ITSM tool for managing Tickets, Problems, Changes, Releases, Assets, Projects, Knowledge Base, etc.
Good reporting and analytics, with many out-of-the-box reports.
Integration with other Freshworks and third-party tools.
Day Passes for occasional agents.
Huge amount of resources (videos, ebooks, whitepapers, forums, etc.).
We received a good discount as a non-profit organization.
What do you dislike about the product?
There aren't many things that we dislike of the tool. Of course there are functionalities that would be "nice to have" or that could be improved. Many of those can be asked for and sometimes it doesn't take long before they are implemented. Some functionalities are a bit basic or limited, but for our needs they have been more than enough.
Examples:
Cannot attach multiple files at once
No drag and drop attachment
Time tracking is wrong if you close the ticket before stopping the timer
Examples:
Cannot attach multiple files at once
No drag and drop attachment
Time tracking is wrong if you close the ticket before stopping the timer
What problems is the product solving and how is that benefiting you?
We moved our help-desk system from Zendesk and our ITSM from on-premise Spiceworks to Freshservice. We were able to unify two systems in one cloud-based, efficient tool.
With Freshservice we were able to introduce ITSM/ITIL methodologies and best practices.
With Freshservice we were able to introduce ITSM/ITIL methodologies and best practices.
Recommendations to others considering the product:
Give it a shot! The support team will be available to help with the implementation and the transition from existing systems. You can always request a demo or sign up for a free trial to test the functionalities and interface.
Very handy tool
What do you like best about the product?
I like the fact that this tool is easy to use and quite intuitive.
What do you dislike about the product?
Configuration can be tricky sometimes :)
What problems is the product solving and how is that benefiting you?
We are trying to implement freshservice for all divisions in order to achieve cost efficiency and continuous improvement. It's not yet finalized so it is too early to talk about the benefits.
Recommendations to others considering the product:
As previously said it is really handy, easy to use and I think this is a really good tool. Configuration can be tricky sometimes so you might want to consider having an expert on board but all in all it's a very simple and easy tool so far (implementation is not done yet!)
Quality Product with Great support
What do you like best about the product?
Support is excellent and very responsive.
What do you dislike about the product?
The built-in reporting could be improved.
What problems is the product solving and how is that benefiting you?
We now have greater insight to the problems our users are facing.
Recommendations to others considering the product:
Fully commit to deployment and user adoption/
Easy to setup and great technical support when needed
What do you like best about the product?
It has allowed us to collate all of our helpdesk requests into one location that was easy to setup and adopted well by our end users.
The layout is clean and straight forward to follow and being built around the ITIL framework allows you to manage a busy IT Helpdesk (including Change and Project Management) effectively.
Also the ability to have many different communication channels as standard without having to pay for the common ones is a huge bonus.
The layout is clean and straight forward to follow and being built around the ITIL framework allows you to manage a busy IT Helpdesk (including Change and Project Management) effectively.
Also the ability to have many different communication channels as standard without having to pay for the common ones is a huge bonus.
What do you dislike about the product?
The higher paid plans tend to get the better and newer features (as you would expect) whilst the lower tier don't.
It would be great if Freshworks were more flexible on the plans, allow us to take some higher tier features and bring them down to the plan we are on, or even allow for custom plans.
It would be great if Freshworks were more flexible on the plans, allow us to take some higher tier features and bring them down to the plan we are on, or even allow for custom plans.
What problems is the product solving and how is that benefiting you?
More visibility on problems within the business including being able to track recurring issues for deeper dive investigations. It allows us to identify problem equipment, software and processes allowing us to look at changes as needed, whether that includes replacement equipment or retraining of staff.
The mental wellbeing of the team has improved, they are now only contacted directly in events of Emergency and not for every minute little problem. Being able to triage work by having a clear overview has allowed the team to respond more effectively.
The mental wellbeing of the team has improved, they are now only contacted directly in events of Emergency and not for every minute little problem. Being able to triage work by having a clear overview has allowed the team to respond more effectively.
Recommendations to others considering the product:
Make sure you scope out your requirements fully and ensure that you understand how your users prefer to communicate with your team, if you make that as seamless as possible, your end users will adopt it much faster.
Great product. Great support.
What do you like best about the product?
Easy to use, the function to email users or agents from within the ticket makes getting help or second eyes very easy.
Having had bad experiences of web based call logging systems in the past, I was worried about the performance but it's snappy and highly configurable.
Having had bad experiences of web based call logging systems in the past, I was worried about the performance but it's snappy and highly configurable.
What do you dislike about the product?
the workflows and admin functions arent the easiest to use. Lot of support available though.
Tasks dont work as I expected. It's a shame you cant assign tasks like you would an SR or incident
Tasks dont work as I expected. It's a shame you cant assign tasks like you would an SR or incident
What problems is the product solving and how is that benefiting you?
the reports and ability to email people from within the ticket are excellent
Recommendations to others considering the product:
Do it.
fast and efficient solution
What do you like best about the product?
straight forward and quick to deploy, its easy to get a service desk, asset management etc rolled out with not much effort. automatic emails to agents and clients is good too.
What do you dislike about the product?
its fast and straight forward BUT its not 100% configurable like some service desk solutions BUT the last of being 100% configurable means that for most of the users its straight forward and little to no stress to deploy
What problems is the product solving and how is that benefiting you?
managed solutions, internal service desk
Great Platform for small businesses
What do you like best about the product?
Freshservice has a huge suite of applications that help get your business moving from small to large scale businesses at a cost effective price. Their support staff is super friendly and responsive as well.
What do you dislike about the product?
While they're still in transition of unifying all of their products, it does make difficult for jumping in between products.
What problems is the product solving and how is that benefiting you?
Asset management, Employee data (HRIS), and onboarding. Freshservice makes it easy to do it all
My experience has been very good. Support is fast and thorough
What do you like best about the product?
Their support service is very fast thorough
What do you dislike about the product?
I havent found anything yet that I dislike.
What problems is the product solving and how is that benefiting you?
Getting issues to the correct agents to solve their needs
Recommendations to others considering the product:
I dont have any
Great Ticketing System
What do you like best about the product?
Freshworks makes sure I don't miss any requests and prioritize my work day.
What do you dislike about the product?
In order to close out tickets there is a lot of information required before I can close. This can slow me down but is actually a good thing when I need to run reports.
What problems is the product solving and how is that benefiting you?
Internal customer service, now my team always lets someone know when they have picked up a request and what the progress is. We also never miss a request since tickets catch what the team might miss in an email shuffle
Recommendations to others considering the product:
None
This is an outstanding resource but it sounds like an exercise in advance
What do you like best about the product?
For both Tech Support and end customers, the Fresh Software model continuously increases their usability. The ios app is frequently updated with an outstanding gui, making it easy to monitor issues, issues and improvements. Notifications make it possible for our project to keep my eye on the beat.
What do you dislike about the product?
I don't like it too much, but I also find the paperwork is incomplete in terms of stuff I want to do. They revamped their database recently (this is, over the last 2 years), and it may be a bit of a hassle to try to match the screenshots of their old database. I am a self-serve person and while I have had a fantastic experience every time I opened a book, I like to be able to deal with this on my own.
What problems is the product solving and how is that benefiting you?
It lets me keep track of all the problems that emerge, I am a one-man Army Manager. Through my apps, I will watch and see patterns. I always read all the various presentations that explain what I'm doing that our owner's squad. It helps me to understand why something could happen in the night as quickly as they can, regardless of the flames that I set out.
Recommendations to others considering the product:
It is an important resource for small to medium-sized businesses. I would expand that to include more populations if it were more flexible.
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