Freshservice
Freshworks Inc.External reviews
1,295 reviews
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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
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.
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