Freshservice
Freshworks Inc.External reviews
1,281 reviews
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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
Amazing Ticketing tool
What do you like best about the product?
The tool is very easy to use, friendly and modern.
What do you dislike about the product?
Some configurations, as different permissions to see tickets are not available
What problems is the product solving and how is that benefiting you?
All IT issues
Benefits; users like the tool and use it to ask for help
Benefits; users like the tool and use it to ask for help
Recommendations to others considering the product:
Good tool
Freshservice to the rescue
What do you like best about the product?
They replied to my query immediately and gave me accurate solutions
What do you dislike about the product?
At first they were confused on what account I am inquiring about.
What problems is the product solving and how is that benefiting you?
different IT Solution Questions.
HOOQ - agc 19 Feb 2020: Workflow Automator insights
What do you like best about the product?
Learned that system will run all active workflow automators and from that, we must be aware of the conditions and actions one service workflow will have on the next.
What do you dislike about the product?
1. Absence of date check specially in form being filled out
2. Absence of capability to access custom form placeholders and apply them in Admin > Email Notifications
2. Absence of capability to access custom form placeholders and apply them in Admin > Email Notifications
What problems is the product solving and how is that benefiting you?
An action from one workflow that resulted on another workflow.
Just want we need for the right price.
What do you like best about the product?
The ticket management and Asset management are what we are taking the most advantage of. There was a dire need for a CMDB with my organization, and this product helped us get up and running quickly. Love that an asset number and barcode are automatically generated!
Love the solutions section, we have been building a robust list of helpful guides for end users and internal agents.
The mobile app is great, to be able to scan a label on a device, and it pop up with all that assets information or just pull up a solution in an instance is very helpful.
Love the solutions section, we have been building a robust list of helpful guides for end users and internal agents.
The mobile app is great, to be able to scan a label on a device, and it pop up with all that assets information or just pull up a solution in an instance is very helpful.
What do you dislike about the product?
The project management section has potential, while it may be good for internal teams. I would like to see the ability to invite non-agent stakeholders in to view a projects status and make comments. My boss would not be doing anything else to justify purchasing a full blown license or even a day pass.
I would like to be able to add custom fields when customizing my tickets and asset list views. Currently, you can only customize using their pre-defined fields.
I would like to be able to add custom fields when customizing my tickets and asset list views. Currently, you can only customize using their pre-defined fields.
What problems is the product solving and how is that benefiting you?
The add on for asset label making is quite restrictive, the smallest size is quite large and we've struggled to make it work with printing labels. With limited success we had to print to pdf, export to word and use manual manipulation and scaling settings to get them to print a label sheets.
Recommendations to others considering the product:
Out of the box, it's easy to setup and get running. The agents and probe make gathering a base list of assets a breeze. Personally, the built in asset creation was a huge plus when leaning between this and other solutions. If you are looking for a simple solution to get your helpdesk up and running ASAP I would highly recommend freshservice.
Great software to help manage our knowledge base and tickets
What do you like best about the product?
The interface is clean and easy to use. They are continually improving it as well.
What do you dislike about the product?
I have a hard time understanding how to use some of the features. Their own knowledge base and tutorials could be improved to better help users know how to use some of the features.
What problems is the product solving and how is that benefiting you?
We primarily use Freshservice for the knowledge base and ticketing system.
Freshservice is a service I would recommend
What do you like best about the product?
I think their customer service is top tier, and their adaptability is always showcased in times of need. They are constantly adding new features and listening to the user base. They've also responded to all technical issues very swiftly and effectively.
What do you dislike about the product?
Their billing department can be difficult to reach. I've had a couple instances I've had to call in to get updates and push some questions forward.
What problems is the product solving and how is that benefiting you?
Not many problems, but as they are still growing, there are certain features I'm waiting to be added. I realized how effective asset management can be with Freshservice after finally implementing the feature.
Recommendations to others considering the product:
Reach out to technical support if you have questions. They are more than willing to assist.
Great App and Great Service
What do you like best about the product?
Easy to configure and support requests are dealt with swiftly. The apps is very easy to administer, even if you have not had expierence of using an ITSM tool before.
What do you dislike about the product?
I would like an way to quickly turn an email which is converted as a Incident into a Service Request which provides which change the IN# to an SR# as our customers do not want to worry about what is and what isnt and incident or service request.
What problems is the product solving and how is that benefiting you?
Incident Mgmt. Service Request, Change Mgmt, Release Mgmt, Contract Mgmt
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