Freshservice
Freshworks Inc.External reviews
1,281 reviews
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Good SaaS helpdesk system
What do you like best about the product?
The interface and layout is simple to pick up and use.
What do you dislike about the product?
Searching for tickets could be easier and the admin interface takes a bit of getting used to.
What problems is the product solving and how is that benefiting you?
Cloud-based centralized help desk system with executive reporting and capabilities for SLA's.
Recommendations to others considering the product:
Freshservice is great if you are looking for an easy to use helpdesk product with optional features that can help you expand your interactions with the customer. Just want basic helpdesk, the software has it. Looking for executive reports and SLA criteria, you can have that too.
Great ITSM Tool!
What do you like best about the product?
Customer Support, ITIL aligned & modern!
CSAT great
Service Desk tools great
CSAT great
Service Desk tools great
What do you dislike about the product?
Knowledge base
Limited text editor
Asset Management stability
Limited Software Asset Management capability
Limited text editor
Asset Management stability
Limited Software Asset Management capability
What problems is the product solving and how is that benefiting you?
We have had Freshservice for just over a year. Great upgrade on previous Manage Engine Service Desk plus on prem solution. Overall has been very positive, support have been super responsive. As the solution is configurable and not customisable, it means that any changes really need to be made for all. So yes we would like to see tweaks and changes but know that things are being done on their roadmap to improve. Incident, Request, Problem Management are very strong. More work needed on asset management, knowledge management and CMDB.
Overall, good web product, but mobile app requests are years behind.
What do you like best about the product?
Simple incident and request tracker. Good analytics and reporting. Extended archive and storage accessibility of past tickets (2+ yrs).
What do you dislike about the product?
My only complaint so far, being a user for over 3yrs, is with the mobile app. I'm an Android user, so I can't speak for iOS users. I put in a request over a year ago for the ability to access our custom tags for tickets. Still don't see it. We use our custom tags for more granularity in our metrics and management reporting. This is not a big deal since smartphone browsers can now access full websites. Just would think FS developers would address this by now. So until then, I avoid using the app.
What problems is the product solving and how is that benefiting you?
Freshservice solves our problem of incident tracking and user support requests management. We also use it for change management and project tracking within our department.
Recommendations to others considering the product:
Very simple Saas application to stand up in your environment. Just pay for agent licenses.
Just plain easy and not too heavy on the ITIL
What do you like best about the product?
I just works. It's a system that is easily configurable from anywhere. It has all the big modules of ITIL (Incident, Change) covered very well and some of the smaller ones represented in a lite format (Contracts, Vendor Management). We have not had a business requirement that we have not been able to meet in some form or other, without getting too creative. The customer experience is excellent in the form of the portal and our comms with our customers is so much easier now.
What do you dislike about the product?
The only thing I would complain about is the child ticket representation in Service Requests. Needs some work there to better hide subsets requests of the main ticket from the portal.
What problems is the product solving and how is that benefiting you?
Easy of configuration, overhead with old premise based solution, pleasing UX for the customers, mobile app and responsive website.
Great service and smooth experience
What do you like best about the product?
The response was prompt and tool is very easy to be used and is flexible to explore many aspects.
What do you dislike about the product?
I did not find anything wrong or shortfall so far.
What problems is the product solving and how is that benefiting you?
I am trying to automate some of the onboarding requests which are being handled manually today. Going forward we want to give automated experience to the users and we're trying to explore webhook triggers for same.
Super-maluable Service Desk Platform
What do you like best about the product?
The ability to insert dynamic content (HTML, images, etc) into FRESHSERVICE replies and notes is a must-have for our organization.
Another must-have for us is the ability to streamline our accounting and time-tracking processes. FRESHSERVICE integrates with many third-party services via API or OAUTH which has made it a great fit for our time-tracking and accounting solutions.
Another must-have for us is the ability to streamline our accounting and time-tracking processes. FRESHSERVICE integrates with many third-party services via API or OAUTH which has made it a great fit for our time-tracking and accounting solutions.
What do you dislike about the product?
The inability to select a range tickets/ incidents from a list make it really challenging to mass-close items (like automated notifications that we ingest from our RMM, backup and other maintenance solutions).
Integrations with other FRESHWORKS products are not single-pane-of-glass as you would expect, making it necessary to look outside of FRESHWORKS products for stronger Project Management, CRM and other line of business applications.
Automated ticket sorting and handling is constantly being adjusted, but has always left something to be desired. It's often unclear how (or if) incidents are being handled.
The G SUITE DRIVE plugin is unpredictable. It alerts ticket requester, even when a DRIVE file is attached to a private note.
We would like to see clearer G SUITE Contact integration and real-time updates of contact data between G SUITE and FRESHSERVICE.
Integrations with other FRESHWORKS products are not single-pane-of-glass as you would expect, making it necessary to look outside of FRESHWORKS products for stronger Project Management, CRM and other line of business applications.
Automated ticket sorting and handling is constantly being adjusted, but has always left something to be desired. It's often unclear how (or if) incidents are being handled.
The G SUITE DRIVE plugin is unpredictable. It alerts ticket requester, even when a DRIVE file is attached to a private note.
We would like to see clearer G SUITE Contact integration and real-time updates of contact data between G SUITE and FRESHSERVICE.
What problems is the product solving and how is that benefiting you?
We have supported more than 40 individual firms with 150+ users since implementing FRESHSERVICE. Our time is tracked by way of a third-party integration (that we give a 7 out of 10).
The audit trail is easy to follow and makes it clear what was worked-on or completed, when.
We provide full-service Managed Services, IT Consulting and Project Management to a range of clients in many industries and this solution is easy enough for every user to use.
The audit trail is easy to follow and makes it clear what was worked-on or completed, when.
We provide full-service Managed Services, IT Consulting and Project Management to a range of clients in many industries and this solution is easy enough for every user to use.
Recommendations to others considering the product:
It's pretty easy to setup. Follow the playbooks for Administrators and Users provided in the Support FAQ and it's a great start.
Freshservice is great!
What do you like best about the product?
The UI is intuitive! I spend a lot of my time in the solutions article area and it's nice to move around there with a really good idea re: where I can find things.
What do you dislike about the product?
I wish the HTML editor for solutions article was a little friendlier. To name a new specifics here, it'd be great if your cursor stayed in the same place for both article and HTML view (if the cursor was placed in front of a word, it would remain there regardless of what view. And if in the HTML view, there was some formatting that would be preserved when switching back between the views.
Some version or history tracking of articles would be nice too.
This is a small thing, but it would be nice if the folder icon in the solutions page was an actual folder. Resizing images in solutions articles could be a little easier as well.
Some version or history tracking of articles would be nice too.
This is a small thing, but it would be nice if the folder icon in the solutions page was an actual folder. Resizing images in solutions articles could be a little easier as well.
What problems is the product solving and how is that benefiting you?
No problems, really.
Recommendations to others considering the product:
The workflow automator is nicely visualized.
Quick response from Freshservice support desk
What do you like best about the product?
Prompt reply from the team when I asked my question via a ticket
What do you dislike about the product?
Nothing so far, good service from the Freshservice team.
What problems is the product solving and how is that benefiting you?
We are using Freshservice to manage Ticket and inventory
Recommendations to others considering the product:
I recommend using Freshservice as it is simple and works good
ITSM tool Like no other
What do you like best about the product?
The ease of use functionality in freshservice is brilliant! You can practically implement the tool without a huge professional services cost thereby reducing overall cost of ownership and ROI.
What do you dislike about the product?
the support service is terribly poor. Especially the chat support channel. Sometimes it takes numerous hours before an agent responds to my chat support request by when i am no longer available to engage with him or her
What problems is the product solving and how is that benefiting you?
Incident Management, change management, problem management. With these process being implemented, it has helped us on the journey to create a customer-centric and process driven service desk. The configuration of the tool is simply a drag and drop exercise . The admin training is focused on empowering the internal users to take ownership of the deployment exercise thereby reducing cost
Recommendations to others considering the product:
Considering the tool is extremely easy to use, train your internal staff on the tool and identify 2 administrator. This will help lower cost and add value immediately.
Freshservice is what I want from a ITSM tool
What do you like best about the product?
Freshservice has a great interface which is easy to use and is really intuitive. It's nice and responsive and is easy to learn.
What do you dislike about the product?
I guess you do get to the point of expecting so much more out of it, because it can do quite a bit already.
It's not necessarily a negative thing, as I think it's because I want to use it to it's full potential, and more!
It's not necessarily a negative thing, as I think it's because I want to use it to it's full potential, and more!
What problems is the product solving and how is that benefiting you?
We're able to offer so much more extensive support by means of the end user portal. Our end user guides that we embed gif in work a treat and a such a great time saver. We're also able to be so much more proactive in our response with the tools Freshservice offers
Recommendations to others considering the product:
If you want a nice, easy to use, responsive ITSM tool - look no further.
There's a lot to this tool if you pay for the higher packages, and they seem to be constantly improving. It's not perfect, don't get me wrong, but it won't let you down. I've used many tools over the years and this is one of the best.
There's a lot to this tool if you pay for the higher packages, and they seem to be constantly improving. It's not perfect, don't get me wrong, but it won't let you down. I've used many tools over the years and this is one of the best.
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