Freshservice
Freshworks Inc.External reviews
1,287 reviews
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External reviews are not included in the AWS star rating for the product.
Simplifies and streamlines our local IT operations
What do you like best about the product?
It's a simple and powerful tool to streamline all IT operations, from hardware overview to ticker handling. And with the new Workspace feature even more teams and processes can be automated and simplified. Overall, one of the best tools for IT Operations that I've worked with so far!
What do you dislike about the product?
Some parts of the automations are quite tedious or missing features. I would for one like to be able to call any field within the tenant for automation or creating child tickets for certain requests but currently to so require webhook/ API calls wich can be quite complex at times. Another feature I would like bigger improvements on is the Status page and to be able to create multiple pages and share with different groups based on what's relevant for that group.
What problems is the product solving and how is that benefiting you?
For me, Freshservice is solving most, if not all, problems revolving Enterprise IT Operations. From automating SaaS deployment to monitoring the hardware stack, handling tickets and tasks and even onboarding / offboarding flows. Right now I'm looking forward to the coming release of the Workday integration to fully utilize a full automation of the onboarding and offboarding flows!
Ticketing tool and easily accessible
What do you like best about the product?
For the past 1 year, fresh service help me keep everything easily accessible and efficient. I can share all the problems and have prompt ticket resolution. It is easier for our team to work together.
What do you dislike about the product?
Exceptional case.
and using a tool like this can feel less personal than talking directly calling and resolving the issue. Also we see more options like in mobile asset there is sim then imei then model then colour then weight which is not much required.
and using a tool like this can feel less personal than talking directly calling and resolving the issue. Also we see more options like in mobile asset there is sim then imei then model then colour then weight which is not much required.
What problems is the product solving and how is that benefiting you?
Freshservice allows me in tracking the issues via mails, web based portal, tasks, and questions in one place. Its more productive and benefits me for prompt support.
Fresh Service is a very efficient tool.
What do you like best about the product?
I like the Analytics page for starters. Very easy to create dashboards without having to download an excel sheet and then develop a report.
What do you dislike about the product?
Nothing really. It is a user friendly tool
What problems is the product solving and how is that benefiting you?
Well - as a HR team that gets numerous requests every day, it has helped us better support our staff and also has kept us efficient as a team
Well thought out
What do you like best about the product?
Freshservice is a tool that I really love. As a company who is growing and building an IT support team it had some pretty key features that were nice for managing a team. The cherry on top is the ability to modify built in tables with custom fields, and setup automations however needed. Another feature I really liked is when forwarding emails into freshservice it would set the requester on the ticket as the person who sent the intiall email, huge help.
What do you dislike about the product?
We winded up moving away from Freshservice becuase my team was offered a free tool as part of our RMM software, its no where near as good of a tool and now I revered back to handling alot of support on my to do list instead of a ticketing system, but I was outvoted.
What problems is the product solving and how is that benefiting you?
A great way to organize tickets and make sure things are getting addressed properly.
Freshservice a very versatile tool to use in Helpdesk
What do you like best about the product?
What I like most about freshservice is that it is very easy to use, it is truly intuitive, and it is also up to date with ITIL standards. I am very happy with the use of this tool.
What do you dislike about the product?
I still haven't found anything I dislike about Freshservice. As I mentioned earlier, it is very versatile and is constantly updated to provide the best user experience.
What problems is the product solving and how is that benefiting you?
In the company, it was very difficult to see the traceability of the incidents reported by users. With Freshservice, everything changed, as the traceability of the incidents and the solutions we provide are maintained over time. Additionally, cases are assigned according to the agent responsible for the application. On the other hand, the SLA configuration allowed us to address cases with the priority they require.
Excellent experience for beginners
What do you like best about the product?
The tool is easy to configure and the application proved to be very simple to use.
Freshdesk proved to be very robust in several ticket creation situations, chat interactions and automations
Freshdesk proved to be very robust in several ticket creation situations, chat interactions and automations
What do you dislike about the product?
There are many versions of the tool for each type of product and it is difficult to know which version of the product we are and what we are missing in other versions.
We miss easier integration and customization between Freshdesk and Freshsales. Some limitations did not create separate applications
The little flexibility of the number of fields in custom modules also made us pivot some solutions already implemented in Freshsales due to the growth of some business rules
We miss easier integration and customization between Freshdesk and Freshsales. Some limitations did not create separate applications
The little flexibility of the number of fields in custom modules also made us pivot some solutions already implemented in Freshsales due to the growth of some business rules
What problems is the product solving and how is that benefiting you?
The company I work for didn't have a customer service area set up for scaling and that's why freshworks served us well. It also resolved our customer management for the commercial team, who can now see our customer base in the palm of their hand.
Excellent help desk application (ITIL at its best version)
What do you like best about the product?
What I like most about Freshservice is the ease of use both in the placement and management of tickets, agents, changes, problems, projects, and everything seen in ITIL.
What do you dislike about the product?
The truth is that I still can't find anything I dislike about this tool, as it is very versatile, easy to use, and intuitive.
What problems is the product solving and how is that benefiting you?
The support with Freshservice is really good and fast, from the commercial side as well, the assignment of licenses and payment methods are very quick and easy respectively, and Freshservice has helped me to completely improve the help desk, from ticket assignment, priority management for them with the configuration of SLAs to the traceability of the tickets.
The best tool for help desk
What do you like best about the product?
What I like most about Freshservice is its ease of use and how supremely useful it is for my day-to-day tasks at the help desk of the company where I work.
What do you dislike about the product?
What I don't like about Freshservice is that in the asset section there are only 100, and if you exceed that amount, the price to pay seems very high to me. But other than that, I love everything else. I consider it the best tool on the market.
What problems is the product solving and how is that benefiting you?
the main problem I notice that Freshservice is solving is the issue of organization in the help desk since I can organize the cases that come to me according to their priority and it gives me a reasonable time to resolve them
Freshservice the best application for IT help desk
What do you like best about the product?
I really like how simple and practical it is to use and how much it helps me with organizing the cases that come to the help desk, as it organizes them by incident or service request and allows you to manage them in the best way.
What do you dislike about the product?
I like everything about Freshservice, to be honest, but if there is something negative or an aspect to improve, I would say that regarding assets, it only allows you to add 100 assets, because if you add more than that amount, you have to pay a very high sum. Other than that, I love everything.
What problems is the product solving and how is that benefiting you?
The truth is, this tool helps a lot in solving problems in ticket or case organization as it organizes them by importance and gives them the appropriate resolution time depending on their importance, and that allows me to organize myself and resolve the cases in a timely manner.
the best application for help desk
What do you like best about the product?
The truth is I really like Freshservice because it helps a lot with the help desk, its interface is simple and practical to use, and that is one of the things that most catches my attention and fascinates me.
What do you dislike about the product?
there are few things or nothing that I don't like about Freshservice, I use it daily and consider it the best help desk application currently on the market,
What problems is the product solving and how is that benefiting you?
It benefits me a lot and not just me but my organization and all the companies that use it, as it allows organizing cases by incidents and service requests and provides reasonable times to complete each of them.
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