Freshservice
Freshworks Inc.External reviews
1,273 reviews
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External reviews are not included in the AWS star rating for the product.
Useful, practical and intuitive
What do you like best about the product?
Useful, practical, and intuitive; I can also get performance metrics from the same tool.
What do you dislike about the product?
The technical support process is not clear, they take a long time to give a final resolution and sometimes it is not effective.
What problems is the product solving and how is that benefiting you?
Responding to cybersecurity incidents and monitoring their volume
Usability on Freshservice
What do you like best about the product?
As a project manager, I consider Freshservice an essential tool for managing projects and tickets. Its highly customizable setup allows for efficient task management, ensuring organization and productivity. Additionally, the intuitive interface, automation features, and detailed reports are extremely positive aspects. The integration with other tools and customer support are also key differentiators that make Freshservice an excellent choice for internal management.
What do you dislike about the product?
While Freshservice is a robust and reliable platform, some users report minor limitations, such as the need for more customization options in certain workflows and the lack of some advanced reporting features. Additionally, the initial setup can be somewhat complex, requiring extra time for adaptation. However, these aspects do not significantly affect the overall experience with the platform
What problems is the product solving and how is that benefiting you?
Here's the translated response for the Freshservice review on G2:
What business problems is Freshservice helping to solve?
Freshservice has been essential in improving project and ticket management within the company. It optimizes processes, reduces incident response time, and ensures greater efficiency in team communication. Additionally, its automation simplifies the resolution of recurring issues, minimizing manual intervention and enhancing overall productivity.
How is Freshservice benefiting you?
The platform provides an organized environment for managing tasks and tickets, offering better visibility and control over projects. Its intuitive interface and detailed reports support decision-making, ensuring that demands are efficiently addressed. Integration with other tools is also a strong point, enabling a more agile and connected workflow.
Is Freshservice moving in the right direction?
Yes. The platform's continuous evolution and ability to adapt to users' needs demonstrate that it is on a positive path. Ongoing improvements in automation and customization make the tool even more efficient for project and internal service management.
What business problems is Freshservice helping to solve?
Freshservice has been essential in improving project and ticket management within the company. It optimizes processes, reduces incident response time, and ensures greater efficiency in team communication. Additionally, its automation simplifies the resolution of recurring issues, minimizing manual intervention and enhancing overall productivity.
How is Freshservice benefiting you?
The platform provides an organized environment for managing tasks and tickets, offering better visibility and control over projects. Its intuitive interface and detailed reports support decision-making, ensuring that demands are efficiently addressed. Integration with other tools is also a strong point, enabling a more agile and connected workflow.
Is Freshservice moving in the right direction?
Yes. The platform's continuous evolution and ability to adapt to users' needs demonstrate that it is on a positive path. Ongoing improvements in automation and customization make the tool even more efficient for project and internal service management.
I have used it and I like it because I can automate processes when receive new tickets
What do you like best about the product?
I have used it and I like it because I can automate processes when receive new tickets
What do you dislike about the product?
eveything is goood nothing else that I need to add
What problems is the product solving and how is that benefiting you?
I have used it and I like it because I can automate processes when receive new tickets and I don't have to manually follow up in some cases
Does What t Says
What do you like best about the product?
The time to implement and easy of getting up and running.
What do you dislike about the product?
nothing, so far all has been good with the system
What problems is the product solving and how is that benefiting you?
the automated responses to low level incidents has freed up time.
Intelligent and Robust Customer Interaction Tool
What do you like best about the product?
I've been using Freshdesk for a while now, and it has truly streamlined the way we handle customer support. It offers an intuitive interface and a suite of modern tools that make managing support effortless. One of the standout features is how it consolidates tickets from various channels—email, social media, and phone—into a single workspace, ensuring our team stays organized and responsive. The integrations have also been a game-changer, saving us time and improving efficiency. Overall, Freshdesk has been a reliable and user-friendly solution that has significantly enhanced our customer service experience.
What do you dislike about the product?
There are a few aspects that could be improved. The associated subscription cost is a bit on higher side, especially since some advanced features are locked behind higher-tier plans. Additionally, more customization options are required for business needs.
What problems is the product solving and how is that benefiting you?
Freshworks has helped to tackle some of the biggest concerns in customer support. It helped in segregating emails, social media messages, chat, and phone. Freshdesk simplified by pulling everything into one page, so teams don’t have to waste time switching between different platforms.
Customer data download Compilation. Freshdesk’s reporting and analytics tools make it easier to spot trends, measure performance, and fine-tune support strategies.
From a user’s perspective, these features make a real difference—faster responses, better segregation, and smoother interactions with customers. Freshdesk makes customer support feel a lot more friendly.
Customer data download Compilation. Freshdesk’s reporting and analytics tools make it easier to spot trends, measure performance, and fine-tune support strategies.
From a user’s perspective, these features make a real difference—faster responses, better segregation, and smoother interactions with customers. Freshdesk makes customer support feel a lot more friendly.
A Simplified all around ITSM tool
What do you like best about the product?
We use it daily here,
it'q quite simple to configure and use
Clear interface that allows simple implementation and integration
Fast response by customer support
it'q quite simple to configure and use
Clear interface that allows simple implementation and integration
Fast response by customer support
What do you dislike about the product?
If you need complex configuration you will need to get a hold of the API, which carries a bit of learning coding and API management.
What problems is the product solving and how is that benefiting you?
Managing both Customer facing self service portals and Internal self service support portal with limited personnel.
Standardizing and automating our onboarding/offboarding process, allowing us to interconnect several platforms to FS via the API.
Standardizing and automating our onboarding/offboarding process, allowing us to interconnect several platforms to FS via the API.
Very good Help Desk platform
What do you like best about the product?
Easy to configure and implement new needs for our company and for the companies that we support.
What do you dislike about the product?
Nothing, everything was good untill now.
What problems is the product solving and how is that benefiting you?
Fresh Service solves the ticket management and SLA
Great Ticketing
What do you like best about the product?
FreshService has greatly improved ticket tracking and follow-through.
What do you dislike about the product?
The only thing about FreshService that I dislike is the amount of time it takes to learn the system. It is so full of options and abilities, that it would take a very long time to feel like I was using the system to it's fullest potential.
What problems is the product solving and how is that benefiting you?
FreshService is providing a method of automatic ticket creation, which helps us to stay on top of all issues that arise for each of our clients and allows us to follow each issue through to its resolution.
Overwhelming
What do you like best about the product?
Faster queue service, Friendly environment not just us users but for the clients too.
What do you dislike about the product?
None at the moment since the tools is very overwhelming.
What problems is the product solving and how is that benefiting you?
The submitted cases is no longer limited than the previous tool.
Great ticketing system
What do you like best about the product?
We love the automation rules we implemented in Fresh service, for example when we set the cases as SO (Solution Offered), Pending, or any specific status, we have implemented a three strikes rule, where follow up emails are being sent automatically. This saves a lot of time because previously in Salesforce this was done manually.
What do you dislike about the product?
So far I don't really dislike something in particular, we are already using this service to handle the tickets, one of our engineers did the ticket migration, and we are still in the process of configuring everything, so nothing so far that we dislike.
What problems is the product solving and how is that benefiting you?
We use FS mainly to handle the cases that our customers are opening either through the portal or by sending an email to the support email address. We also use it for reporting, get the analytics of the cases we are receiving.
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