Freshservice
Freshworks Inc.External reviews
1,281 reviews
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Quick and Friendly Service
What do you like best about the product?
Organized and easy to use for all, easy to manage many service requests at once.
What do you dislike about the product?
Can be hard to add contacts as requester's and doesn't always work properly
What problems is the product solving and how is that benefiting you?
Able to manage over 60 location and help to provide support as needed
Recommendations to others considering the product:
Fresh Service is a great option for companies that need to manage support for many different locations. It provides a easy to use setup that can have you resolving problems in a easily manageable format.
Highly customizable software, excellent ticketing system
What do you like best about the product?
Its rich number of features make this software a Swiss knife, it is highly configurable to work for various purposes, it can be used as a help desk, it service management tool, all on one platform which makes it flexible at all times. Its easy use allow the team to adapt quickly to the workflow of the application, has a organized structure that facilitates the management of changes, updates, incidents and other administrative business tasks.
What do you dislike about the product?
Customer support is usually moderately responsive so you'd expect to have your ups and downs regarding the waiting time to contact a support agent for the first time as there were times I had to create another ticket to have a response from their staff. Even though this software is highly scalable it suffers when adding different modules in its functionality, besides that the ones available are not as complex as i expected. The mobile app falls short of features, which decrease productivity for users who normally work with mobile devices
What problems is the product solving and how is that benefiting you?
Having the possibility of having a software as efficient as this has made our team more productive since joining our company, the wide variety of reports, project management, creation, editing and management of a ticket system almost impeccable to resolve our customers' incidents as efficiently and quickly as possible. In addition to this having the feedback of our customers allow us to have that feedback of opinions and criticisms that make us improve and focus where our weaknesses are.
Recommendations to others considering the product:
Freshservice gives you a range of options to choose from when designing and applying ITSM for your business or company, the large number of features allow you not to run out of options when making your tasks easier and more efficient either in the web portal or in the ap mobile file (although the latter has room for improvements). Its user interface is quite modular and easy to use thus allowing a quick learning throughout all its functions.
Solid Platform for MSP
What do you like best about the product?
Able to Evolve the platform over time as our needs have changed
What do you dislike about the product?
A lot of overhead in setting up. An import feature would have assisted.
What problems is the product solving and how is that benefiting you?
Dashboard customization allows for good Macro views for team management and the ability to focus on the desired area's for individual techs
Recommendations to others considering the product:
Design your support process well
Great all round support product
What do you like best about the product?
The user interface is clean and simple to use, it's easy for an end user to customise and manipulate the front end. There are large parts of the system that I've not explored yet
What do you dislike about the product?
The change from Dispatchr Automator rules to Workflow automator meant that I have a huge workflow that I need to find time to break down into simpler individual workflows so that I can see easily what they do and where to change. If I was starting from scratch that would be easy. I also wish that you could bulk add a private note to tickets.
Would be good to know if another agent is currently looking at a ticket.
Would be good to know if another agent is currently looking at a ticket.
What problems is the product solving and how is that benefiting you?
Better visibility of the quantity of tickets and the ticket types. Interfaces with other clients support software and allows a small team to look after a large user base easily.
Recommendations to others considering the product:
Look carefully at the options for the different level of license and make sure you choose the right one for your requirements
best helpdesk soltion I have worked with
What do you like best about the product?
users can easily make tickets and the overall flow of working on a ticket with a user is very good.
What do you dislike about the product?
involve or contacting multiple users in one ticket.
What problems is the product solving and how is that benefiting you?
we are a small IT team with many users, before we used topdesk but our users did not like the experience and would rather call us ore come to us with problems.
with freshservice the experience is better so users don't find it annoying to make a ticket.
with freshservice the experience is better so users don't find it annoying to make a ticket.
Recommendations to others considering the product:
Would recommend it to anyone still using topdesk
Works well, great support
What do you like best about the product?
Simple, easy to setup. Has everything you would need out-of-the-box for help desk, knowledge base, change management, and asset inventory system.
What do you dislike about the product?
One quirky thing that we found was that you couldn't track software inventory the same way you could for hardware inventory. We ended up listing our software assets as software categories of hardware to get around it. Would also like to see a better free form method for describing inventory with pictures / WYSIWYG editor (versus plain text form fields and attachments).
What problems is the product solving and how is that benefiting you?
Associate tickets to problems as well as assets (for better reporting), as well as tracking production changes to servers, software, and networking equipment.
Recommendations to others considering the product:
Set up the trial and see if it meets your needs.
Customer Service was helpful
What do you like best about the product?
I asked a question regarding the service catalog (how many checkboxes are available) because I kept receiving an error when I tried to save. They told me the limit was 25. I provided my use case for why we needed more and they increased the amount to 60. It was very easy and quick to get that change.
What do you dislike about the product?
Nothing to do with the customer service. FreshService isn't as customizable as I would like, having to do some workarounds.
What problems is the product solving and how is that benefiting you?
It's pretty organized. Helps our team stay on top of tickets. We have quite a few different teams who use this so it helps us work together when needed but also keep that separation as well.
Great tool, and superb team behing it
What do you like best about the product?
The speed, and API first design. Good UX design
What do you dislike about the product?
Support can be hit and miss depending on the day.
What problems is the product solving and how is that benefiting you?
ITSM
Excellent incident and service request communication and productivity tool for end-user support
What do you like best about the product?
- Workflow Automations.
- Quick responses & shortcuts.
- Well organized views.
- Knowledge Base
- Easy to use
- AD Integration
- Quick responses & shortcuts.
- Well organized views.
- Knowledge Base
- Easy to use
- AD Integration
What do you dislike about the product?
- Could use a little more color shading by priority to help sort a board of many requests. Can accomplish by opening several tabs/views.
- Difficult to group Parent-Child tickets if tickets are already closed/can't remember title or requester of previous tickets that have grown to become a bug or current known issue.
- Can't report on tags
- Difficult to group Parent-Child tickets if tickets are already closed/can't remember title or requester of previous tickets that have grown to become a bug or current known issue.
- Can't report on tags
What problems is the product solving and how is that benefiting you?
- With the right set-up custom to your needs it helps stay on task and keep a record of issues.
- Use to resolve all kinds of user issues, service requests, changes.
- Also some project tracking
- Use to resolve all kinds of user issues, service requests, changes.
- Also some project tracking
Recommendations to others considering the product:
Review your licensing options. In some of the upper tiers there are some really great management, collaboration and workflow options for larger teams
Great support, and a flexible, versatile product
What do you like best about the product?
Single signon and the ability to integrate with so many other systems.
What do you dislike about the product?
Some things are not intuitive at first like figuring out how to change some properties of a ticket, or finding certain tickets.
What problems is the product solving and how is that benefiting you?
Service portal for our customers, time tracking for techs with Harvest integration, documentation that can be shared with clients, single sign-on with our AD logins, new user creation process
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