Freshservice
Freshworks Inc.External reviews
1,281 reviews
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External reviews are not included in the AWS star rating for the product.
Capture your tickets with Freshservice in the best way.
What do you like best about the product?
I like Freshservice because it is an easy-to-use product, it provides me with a self-service knowledge base and helps us solve problems. It is a good tool that allows me to create integration through custom applications. It has a quick configuration, easy to use and deploy. This account has numerous integration opportunities, this good ticket system allows me to interact with users from the platform, has a simple entry sales solution and good exchange request features.
What do you dislike about the product?
Freshservice is a very good tool, however it has some small details to which an improvement can be made, sometimes its configuration can be a bit tedious so the support provides help, there are some failures that will undoubtedly be Well, there was a focus on them and a solution was sought. That is why it is no longer an extraordinary tool but making an improvement in these aspects will make it more special.
What problems is the product solving and how is that benefiting you?
Freshservice helps us to manage problems, this puts us at an appropriate level for solving problems and remedying it as soon as possible, with Freshservice we maintain an excellent database for activities and provides us with a simple search for problems. It has a very good category support, navigation is easy to use and has a capacity to suggest features that can be implemented in versions. Freshservice has incredible flexibility and automation options that are a great advantage, we are helping to create a more harmonious workflow in the best way, it is a fairly solid ticket platform, it is used by employees to report problems and we have Quick metrics for monitoring service objectives.
Recommendations to others considering the product:
Freshservice gives you the best way to capture tickets, they have several features that allow you to have several channels to capture tickets such as, for example, let you integrate with social networks, support by phone, support chat, support email, among others, Freshservice has a system that is customizable and adapts to the needs of any company and organizations.
Cloud-based but without losing its essence in its practices
What do you like best about the product?
It allows me to offer detailed information to the user from delivery to cost, this increases confidence when I work with Freshservice because it has a full service catalog.
What do you dislike about the product?
Expanding the integration is a great help for Freshservice so they must work to integrate a new provider like AWS. Strengthening your API would be ideal.
What problems is the product solving and how is that benefiting you?
Freshservice has different tools where we create integrations with other services through applications that are customized. It has a good potential in ticket resolutions.
Recommendations to others considering the product:
It is a ticket system that works internally Freshservice in a few words gives us the opportunity to be administrators of the administration where we handle all the necessary documentation and assets for the business. We worry about always converting or building new things and there is no doubt about That this application is the best complement.
Good modern ticketing system
What do you like best about the product?
My favorite feature is the automatic software licensing tracking. The FreshService agent gets installed on the client and provides a list of all software, which makes it easy to track volume licenses.
What do you dislike about the product?
There are a few quirks with reporting. For example, when reporting on tickets with a custom date range, you can only select a few months at a time. Just a few things here and there that make you wonder why things were built that way.
What problems is the product solving and how is that benefiting you?
As I stated before, we are tracking volume licensing with ease through FreshService. Also, we needed a highly customizable system with a mobile app, as the system we came from did neither. FreshService fits the bill.
Recommendations to others considering the product:
Not bad. I would definitely say it’s worth looking at.
Our experience with Freshservice since 2015
What do you like best about the product?
#Made for Service Desk people by Service Desk people.
#Super easy to setup and configure.
#Easy to navigate, use and administer.
#Everything we need with nothing we don't.
#Excellent before and after sales support.
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#Super easy to setup and configure.
#Easy to navigate, use and administer.
#Everything we need with nothing we don't.
#Excellent before and after sales support.
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What do you dislike about the product?
#No the cheapest service desk tool available.
#Trying to find the right bundle has been a bit of a challenge for us but this may not be an issue for others
#Trying to find the right bundle has been a bit of a challenge for us but this may not be an issue for others
What problems is the product solving and how is that benefiting you?
Managing a ITIL compliant service desk
Recommendations to others considering the product:
Spend the time up front to establish exactly what modules you require and have the team price it up.
For very large teams the product may be cost prohibitive.
For very large teams the product may be cost prohibitive.
Fantastic Experiance so far
What do you like best about the product?
Incident management, metric measuring, time management and capacity management. Added benefits include asset management.
What do you dislike about the product?
I wish that on the FS plans, everyone could have access to attach their FS instance to their own exchange server. As IT security increases, so does email security. Currently Freshworks as a whole uses Send Grid as a email forwarding service. Unfortunately in our business of using enterprise solutions, send grid get's automatically blocks as that email sending service is often involved in sending thousands of spam emails. This means most system admins will automatically block send grid IP addresses in their email filter servers. This is considered a standard across the enterprise community.
What problems is the product solving and how is that benefiting you?
We are solving tier 1 2 and 3 requests faster and more effectively tracking hardware repairs and repeat incidents.
Easy to use with great options
What do you like best about the product?
Integration with other systems like slack, emails etc is a fantastic option that saves times and makes it more approachable/
What do you dislike about the product?
Unable to personalise in areas like uses or create macros for users makes it harder.
What problems is the product solving and how is that benefiting you?
Easy ticket creation based on a conversation with users who explains the issue
Great product with excellent support
What do you like best about the product?
The product is still growing and expanding. I really like the support and customer service we get!
What do you dislike about the product?
Sometimes new features feel a little "unfinished" - but this product is new and always improving.
What problems is the product solving and how is that benefiting you?
Fresh Service has enabled us to get a handle on Incident, Problem and Change Management as well as enhancing our Service Request process.
Freshservice - Ticketing System
What do you like best about the product?
We use Freshservice as ticketing system since the last 3 years.
It's a great software as a service with full functionalities required in a ticketing system.
It's being used worldwide in all our offices and it's very helpful for our business. We currently use it for the IT department and thinking to implement on other departments.
It helps us to track all the IT issues on a ordered manner.
The cost is good compared with other vendors.
It's a great software as a service with full functionalities required in a ticketing system.
It's being used worldwide in all our offices and it's very helpful for our business. We currently use it for the IT department and thinking to implement on other departments.
It helps us to track all the IT issues on a ordered manner.
The cost is good compared with other vendors.
What do you dislike about the product?
Being a SaaS we are missing on governance. There are different additional things we would like to implement, but not everything can be done. For example it's missing the invoices management..
What problems is the product solving and how is that benefiting you?
We are tracking all our IT issues. The users are sending an email to freshservice and a ticket is immediately opened. The ticket then is assigned to the correct team based on the subject of the email.
I like it
What do you like best about the product?
Easy to use and configure, Workflow automator is amazing
What do you dislike about the product?
Employee Onboarding needs lot of enhancements
What problems is the product solving and how is that benefiting you?
Controlling ITSM and user interaction with IT
User experience
What do you like best about the product?
The ease of use, the management, and how reliable it is with the reports
What do you dislike about the product?
I would like to be able to export reports directly to Power BI and have more usability when implementing with PowerApps.
What problems is the product solving and how is that benefiting you?
the day-to-day reports with the staff of my company, the registration of fixed assets, and the tracking we can carry out with them
Recommendations to others considering the product:
the ease of implementation and use, perhaps the price is somewhat high but it's worth it
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