Freshservice
Freshworks Inc.External reviews
1,287 reviews
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Freshservice Rocks
What do you like best about the product?
It is easy to navigate and the features are expansive.
What do you dislike about the product?
It something has slow response time and this may our network.
What problems is the product solving and how is that benefiting you?
We are able to track our tickets.
Fantastic at stream-lining support
What do you like best about the product?
How we can automate a lot of the functions we need to assigned tickets to the correct person/groups.
What do you dislike about the product?
Sometimes trying to figure out how to set up some of the features is difficult and the instructions unclear.
What problems is the product solving and how is that benefiting you?
Our organization did not have a ticketing service prior and this has streamline and improved our support ability to our teams.
Very happy with freshservice, substantial upgrade over previous ticket system
What do you like best about the product?
The greatest thing about freshservice compared to what we were using before is just the amount of data that is constantly accessible. The ability to create custom reports, search through tickets by pretty much any field, and customizable sorting methods have been great. In addition, the ability to automate a lot of tasks - such as categorizing/assigning tickets, certain processes that run at a set time every day, etc - as well as integrate with external resources (e.g. Asana) have been a huge time saver.
What do you dislike about the product?
I'm not a fan of how the back end is entirely hidden behind layers of abstraction. E.g. the workflow automator is entirely this cumbersome drag and drop flowchart thing, and I would much prefer if I could interact with it using a scripting language. In addition, when customizing the user portal while I can see the HTML, I am unable to see or interact with the data structures used therein. There have been many cases such as this where it would be very helpful to be able to directly interact with the back end.
What problems is the product solving and how is that benefiting you?
I work for an IT department at an electrical supply distributor, and we use Freshservice as a ticketing system to track and resolve technical incidents throughout the company. We moved to Freshservice from another ticketing system about half a year ago, and the level of automation possible in it has helped create efficiencies for our whole team.
Freshservice Could Be For You
What do you like best about the product?
The platform is based on the ITIL Framework, creating a space for process-agnostic workflows and solutions.
What do you dislike about the product?
Not all of the administrative modules offered on certain subscription levels may be useful for your team.
What problems is the product solving and how is that benefiting you?
We suffered from process and procedure fatigue when addressing Incidents and Requests and found Freshservice to be the best choice for our Team. The fact that the entire platform is structured in the direction of ITIL standards offers our IT Team the greatest chance to unify workflows within the context of process-agnostic methods ultimately arriving at cogent and agreed-upon steps.
A wild west of IT standards and policies, we escaped the insanity of siloed processes among different IT Teams. With Freshservice you can arrive at forming ITIL-based workflows that relieve Helpdesk Analysts, System Administrators, and the entire IT department of the differences on how to attack Problems, Incidents and Change Control.
Infrastructure and Software Development Teams can leverage the power of Freshservice to ensure everyone is on the same page to safeguard your End Users and reach solutions that contribute to better efficiencies.
A wild west of IT standards and policies, we escaped the insanity of siloed processes among different IT Teams. With Freshservice you can arrive at forming ITIL-based workflows that relieve Helpdesk Analysts, System Administrators, and the entire IT department of the differences on how to attack Problems, Incidents and Change Control.
Infrastructure and Software Development Teams can leverage the power of Freshservice to ensure everyone is on the same page to safeguard your End Users and reach solutions that contribute to better efficiencies.
Best ITSM Tool
What do you like best about the product?
Ease of use and UI/UX are very convenient. Loaded with lots of features which helps automate the ITSM processes.
What do you dislike about the product?
As such there is nothing to dislike about freshservice
What problems is the product solving and how is that benefiting you?
Providing the Service Desk for Ticketing to our customers and managing the tickets
Best ticketing system i've used
What do you like best about the product?
How simple it is to use. It's got everything you need.
What do you dislike about the product?
Sometimes i put updates on tickets and it doesn't update and says it hasn't updated. very rare though
What problems is the product solving and how is that benefiting you?
monitoring our inventory and which user is using what laptops.
Sla on tickets to make sure we are hitting them
Sla on tickets to make sure we are hitting them
Solid Performance with great Quality of life updates
What do you like best about the product?
Freshservice's Key Strength: Seamless Ticket Integration with Freshdesk for Streamlined Cross-Department Communication and Effortless Service Catalog Setup.
What do you dislike about the product?
Recent Platform Changes Led to Frustrating Instance Reset: Transition Process Could Have Been Smoother
What problems is the product solving and how is that benefiting you?
Remove email communication between Sales and backoffice. Give agents responsibility and enable us to manage support Operations level agreemement.
Great product
What do you like best about the product?
The product is exellent. It captures the requirements of a service desk accuratly.
What do you dislike about the product?
Account Management. This is poor. Their internal process is not easy so when there is an issue with your account, it can take several weeks to resolve.
What problems is the product solving and how is that benefiting you?
IT allows us to track all of our IT tickets that come through to the service desk in a very easy to follow and manage way.
Simple yet full featured
What do you like best about the product?
Very configurable and customisable, with easy to read screen layouts and lots of features available.
What do you dislike about the product?
Some features can be complicated to configure, and setting up some 3rd party monitoring systems for alerts can be frustrating.
What problems is the product solving and how is that benefiting you?
Lack of IT incident and change management primarily, the system has greatly improved my team's ability and efficiency in all aspects from tracking, documenting and communication with staff.
Awesome support
What do you like best about the product?
It iscCustomizable. Also there is support chat.
What do you dislike about the product?
still needs to be more flexible in customization
What problems is the product solving and how is that benefiting you?
Forms and automation.
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