Freshservice
Freshworks Inc.External reviews
1,287 reviews
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technical support within everyone's reach
What do you like best about the product?
Freshservice is an easy-to-use platform with a lot of interactivity through automations that enhance technical support for users in our company, and its use is very easy.
What do you dislike about the product?
Things I don't like are that Freshservice doesn't have private chat between user and agent, and that communication has to be strictly through the case record. It would be good to have this chat.
What problems is the product solving and how is that benefiting you?
IT incident management of the company and this platform gives us the ease of keeping records of the cases and with this history, being able to resolve cases much more easily and quickly.
Service desk
What do you like best about the product?
There are many things I like about Freshservice, but what catches my attention the most is its interface, as it is very easy to learn to use for both administrators and users.
What do you dislike about the product?
there is little I can say here since I really like Freshservice and I use it daily in my organization. If I have to say something I don't like or an aspect to improve, it would be the value it has. I consider it could improve a bit in that aspect; other than that, I like everything.
What problems is the product solving and how is that benefiting you?
The truth is, it is helping me a lot with being punctual when it comes to resolving the cases that come to my service desk, as it organizes the cases by importance and gives me a reasonable time to resolve them.
IT Table
What do you like best about the product?
I really like Freshservice because I use it every day at the company where I work, and I highly recommend it because personally, it helps me a lot to organize my time and my cases since I work at the IT help desk of my organization.
What do you dislike about the product?
To be honest, in this question I can't answer anything negative because there is nothing I don't like about Freshservice, but if I had to say something, it would be the value for the subscription or the license.
What problems is the product solving and how is that benefiting you?
The truth is, it is helping me and my colleagues a lot with the organization of my time and the importance of the cases that come to me, as they can be organized by incident or service request.
The best platform for support
What do you like best about the product?
What I like most about this platform is that it is very interactive with users and agents, and it also allows for very good case management and the ability to identify a problem.
What do you dislike about the product?
this platform is very cool and super interactive but I think its cost is too high and also that more user support should be provided by the platform.
What problems is the product solving and how is that benefiting you?
all kinds of problems related to the IT area in which the platform helps me maintain order and easy user-agent contact, which allows our desk to be more effective.
Freshservice of the best applications for help desk management
What do you like best about the product?
What I love about Freshservice is that it is a very easy to use tool, very intuitive and fast, the traceability of each case is phenomenal and easy to see
What do you dislike about the product?
Actually, I still haven't found something that I don't like about Freshservice, as I indicated in the previous question, it is very fast, intuitive, easy to use and pleasant to look at.
What problems is the product solving and how is that benefiting you?
Currently, priority attention in each case is given according to the stipulated SLAs and the configuration carried out by our coordinator according to the company's protocols, previously the cases were attended in order of arrival without taking into account that there are some cases that require higher priority because of its urgency and impact.
Freshworks is awesome
What do you like best about the product?
My ability to see everything that is happening in my department. Game changer!
What do you dislike about the product?
It would be valuable to have more features regarding their reporting tools.
What problems is the product solving and how is that benefiting you?
Freshservice has helped tremendously with our workflow, communication, and overall customer satisfaction. It also help with evaluation of my techs as I now have actionable data to work from.
IT service desk
What do you like best about the product?
What I like most about Freshservice is that it is very easy for end users to use. I use it daily at the IT help desk in my organization or company, and it helps me a lot.
What do you dislike about the product?
There is little or nothing to respond to this question since I really like Freshservice and consider it one of the best tools in my organization, as we use it as an IT help desk in the company where I work.
What problems is the product solving and how is that benefiting you?
One of the main problems that freshservice helps me personally solve, and I noticed it since I started using it, is the issue of organization. I have the cases that come to me organized according to their importance or whether they are an incident or a service request, and I can complete my tasks within the stipulated time and give priority to the most important cases.
IT incident resolution
What do you like best about the product?
What I like most about freshservice is that it helps me daily in my duties as a technologist and user of my organization's service desk, and it allows me to perform my tasks in an organized and timely manner since it has an organized and easy-to-manipulate interface.
What do you dislike about the product?
There is nothing I don't like about freshservice, honestly I use it every day in my work and it seems to me one of the best tools I use in the company where I work, so the answer I can give to this question is that I like everything about freshservice.
What problems is the product solving and how is that benefiting you?
The problems that I am personally solving are that, as we manage the help desk in the IT area of my organization, it allows me to organize the number of cases that come to me and be able to fulfill them within the stipulated time. Since we started using Freshservice, the quality of attention and service we provide to users has improved considerably.
Fresh service
What do you like best about the product?
The truth is that I like using Freshservice a lot because I consider it a very intuitive tool and easy to use in my daily tasks.
What do you dislike about the product?
There is little I can say or answer in this question since I use Freshservice daily in my work as we use it as a help desk in the technology department.
What problems is the product solving and how is that benefiting you?
This is greatly resolving the issue of organization and work times, as I have organized the cases that come to me in terms of timing and importance of each one, and it helps me to have goals and achieve my objectives. I highly recommend freshservice to organizations.
Case management in the technology area
What do you like best about the product?
What I like most about this platform is that it is interactive and allows me to upload cases and give quite comprehensive follow-up to this and any other case or requirement that I have.
What do you dislike about the product?
What I don't like is that it doesn't allow me to have direct communication with the agent assigned to me, and only through emails and the case responses. Other than that, everything is very good.
What problems is the product solving and how is that benefiting you?
technology issues such as problems with office, network software that we use in the company, among others, I report these cases and they are assigned to an agent, and this is sent to me via email.
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