Freshservice
Freshworks Inc.External reviews
1,281 reviews
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Solid Helpdesk tool evolving over the time
What do you like best about the product?
Fast pace in product development, fast support and the fact that you can arrange all with you account manager
What do you dislike about the product?
It's a solid product but you have to compare other competitors with an eye on the price per agent
What problems is the product solving and how is that benefiting you?
We build our whole first and second level Support within fresh service. Also use the asset Management a lot
Great product
What do you like best about the product?
The streamlined and intuitive design which helps create a sensible flow when handling tickets
What do you dislike about the product?
The flexibility, some things could be more customizeable, for instance sorting options on custom fields and criterias for solutions. However when understanding how they work it is a matter of adapting to it.
What problems is the product solving and how is that benefiting you?
Better overview of our tickets and easier ways to categorize and hence act proactively on tickets.
Recommendations to others considering the product:
Be aware of the way the automations work, we have had some difficulties with it where the criterias should be straigth forward but for some reasons the system cannot recognize it and marks all tickets under these criterias.
Great Ticket Management System
What do you like best about the product?
Fresh service is easy for customers to log tickets, and for agents to set ticket priorities and assign tickets to agents. You can also run customer satisfaction reports, this is a good way of measuring metrics of how the team are performing.
What do you dislike about the product?
Sometimes pulling data from freshservice to excel can cause bugs and the data can be inconsistent; however fresh service are able to support these issues. Response times can be slightly delayed. But always get resolved well, agents are polite and knowledgeable.
What problems is the product solving and how is that benefiting you?
Client tickets, internal IT tickets and having dashboards that show how many tickets each agent has assigned certainly has its benefits
Recommendations to others considering the product:
Go for it you can pay for agent seats and it is an affordable set up!
Excellent support and good set of features that will get most helpdesk work done.
What do you like best about the product?
The layout is really nice, its easy to sort out the tickets and also be able to reply from email is very helpful. Also I do like the ability to auto assign tickets and create a really powerful workflow to route those tickets to the correct destinations
What do you dislike about the product?
I would like a better asset tracking system. I bit hard to track what asset/access a user has. I would like the ability to add asset tracking to a user's profile based on the tickets they have created.
What problems is the product solving and how is that benefiting you?
Previous to this the organisation was only using email and SharePoint list to maintain ticket. Freshservice has help a lot in trying to track tickets, be able to respond straight from the ticket and have reminder alert/task. It has saved us a lot of time in resolving our ticket and also from missing tickets.
Recommendations to others considering the product:
If you are after a quick and easy helpdesk solution, Freshservice does tend to do most of the helpdesk task. It also very competitive compared to other systems.
Very happy with Freshservice
What do you like best about the product?
It is very easy to implement, even in a geographically spread environment with local servicedesks.
It is easy to configure and to adjust to specific needs.
It is easy to configure and to adjust to specific needs.
What do you dislike about the product?
It is not 100% tailored to a multi region local servicedesk approach. For this the best option was to implement separate portals with separated back offices, however that didn't fit our goals. Using apps (which are available in the store) we managed to configure the one instance for all.
What problems is the product solving and how is that benefiting you?
The Hero Group is a group of companies with their own servicedesks, processes and tooling. As first step to be able to work more effectively together, we have implemented One Incident Management Platform
Recommendations to others considering the product:
If you are looking for an easy to use and flexible IT Service Management platform, freshservice should be on your short list.
FreshService is helping us stitch two ends of our business effectively
What do you like best about the product?
Our business case was unique to FreshWorks. We were on FreshDesk and in discussions with the team, they recommended us to switch over to FreshService. That was a great suggestion and it changed the game on how we are able to manage both ends of our service. The team was very supportive and helped along the way to set up the tool, integrate with our solutions and our customer base
What do you dislike about the product?
I do not have any dislikes, as our business requirement was a bit unique in nature. We love FreshService and we will want Freshworks to add more features or mature the ones to the next level. One of the things we are actively looking for is reporting on projects
What problems is the product solving and how is that benefiting you?
We have multiple ends of service and we needed a solution that will help us have multiple KPI, task-level granularization of the incident, swarming, following the ITIL life cycle for effective bug fixing and releases
Recommendations to others considering the product:
While Freshworks markets it an internal IT/HR tool, for me it a great ITSM tool that has potential to be used in external Customer IT Service Desk functioning.
Quick and Easy
What do you like best about the product?
Familiar interface, easy to setup and use
What do you dislike about the product?
Not as robust as competitor solutions, particularly in the project management space
What problems is the product solving and how is that benefiting you?
Streamlined customer support and project management processes, while allowing support tickets to integrate with Atlassian Jira for development projects.
Recommendations to others considering the product:
FreshService is a great way to cut costs and quickly implement a solution that can almost immediately streamline processes and improve cross-team efficiencies
Simple to use, easy integration
What do you like best about the product?
FreshService was a breeze to setup and we were up and running in a short period of time. The integration with Slack (which is where we do most of our work) was also very simple. The UI is clean and responsive, and their support has acted quickly when I needed help.
What do you dislike about the product?
I wish there was (and maybe there is) a way to show a Resolved button much like the Closed button. Then I could send out satisfaction reports easier. Also, there have been a few times where I didn't realize that I had a reply to a ticket. Not sure if I cleared out the toast without knowing it or what, but now that I integrated a Slack message push when a note is added to a ticket, it has never happened again.
What problems is the product solving and how is that benefiting you?
Solving the problem of an instant customer facing helpdesk without much work saved me a bunch of time. And the fact that it also has a knowledge base included has also saved me some implementation time.
Recommendations to others considering the product:
Super easy to set up, easy for call center personnel to pick up.
Amazing Experience and having fun with Freshservice
What do you like best about the product?
Easily Customize
Excellent after sales service
Huge Knowledgbase
Friendly Interface
Excellent after sales service
Huge Knowledgbase
Friendly Interface
What do you dislike about the product?
Customization must be made available at other levels as well instead of just Forest and Estate
What problems is the product solving and how is that benefiting you?
Incident and Change Management.
Tickets are now resolved quickly. More importantly the built in reporting feature is good enough for getting the required KPI's
Tickets are now resolved quickly. More importantly the built in reporting feature is good enough for getting the required KPI's
super easy service
What do you like best about the product?
Freshservice UI\UX is the best of breed for us, very simple to implement and just start using. super user friendly and intuitive.
support and customer success are awesome and really try to maximize our experience.
most ITSM feature exist and new features are added constantly and quickly.
support and customer success are awesome and really try to maximize our experience.
most ITSM feature exist and new features are added constantly and quickly.
What do you dislike about the product?
i would like a better RTL support, long waiting for that but i understand it's on the road map.
would be great to have the purchase module in freshservice but i understand it is a part of a different product of theirs.
would be great to have the purchase module in freshservice but i understand it is a part of a different product of theirs.
What problems is the product solving and how is that benefiting you?
We use Freshservice for most of our groups (IT, Finance, HR, BI etc..) to manage the ongoing ticket requests, we hope to start using their service portal and BOT specifically to increase engagement.
since the tool is super easy to use, other gorup which are less Tech savvy find the tool very useful as well.
since the tool is super easy to use, other gorup which are less Tech savvy find the tool very useful as well.
Recommendations to others considering the product:
go for it, check that the asset module is what you need.
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