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.
Automate your support experience
What do you like best about the product?
The ability to customize workflows according to our specific use cases. The asset management module is well made and gives a lot of control and allows the user to track the assets effortlessly.
The main feature that I have loved is the workflow automator. The automator can do anything you want and it is very very helpful.
The main feature that I have loved is the workflow automator. The automator can do anything you want and it is very very helpful.
What do you dislike about the product?
A lot of access options for example access to modules are groups and departments based, would be more useful if it was user based.
Mail notifications did not work as configured and that was a huge drawback.
User accounts get locked after a few wrong password attempts and we are required to go to the support portal, raise a ticket and then wait for resolution, this can be provided on the front end itself in the admin console, thus enabling the users of the organisation with admin access to make the necessary changes.
Unable to reduce height in Asset Label designer, the asset labels are too big and it is not possible to physically paste them on the asset, its a huge let down that we have to go to third party apps in order to print our asset barcodes.
The portal is customisable right now, but it is not completely customisable, it can still be better.
Mail notifications did not work as configured and that was a huge drawback.
User accounts get locked after a few wrong password attempts and we are required to go to the support portal, raise a ticket and then wait for resolution, this can be provided on the front end itself in the admin console, thus enabling the users of the organisation with admin access to make the necessary changes.
Unable to reduce height in Asset Label designer, the asset labels are too big and it is not possible to physically paste them on the asset, its a huge let down that we have to go to third party apps in order to print our asset barcodes.
The portal is customisable right now, but it is not completely customisable, it can still be better.
What problems is the product solving and how is that benefiting you?
End to end IT support, IM and SM.
Recommendations to others considering the product:
Go ahead, their support teams help in the implementation process and it is a smooth transition.
Freshservice evaluation
What do you like best about the product?
Easy to use interface, easy administration and user handling
What do you dislike about the product?
Could be little more advanced, more options to categorize tickets and support teams for example.
For Change Management this tool feels not yet comprehensive enough.
For Change Management this tool feels not yet comprehensive enough.
What problems is the product solving and how is that benefiting you?
We use FS in all IT incident and change management. It provides an easy connection point to users.
Simplifies Your Service Desk
What do you like best about the product?
Ticket notification, automation, mobile app, and single sign on all work very well. Service works fast and easy to both administrate and use.
What do you dislike about the product?
The search functionality can be a bit strange with it's results.
What problems is the product solving and how is that benefiting you?
Have an cloud solution that provides ticket automation and notification to provide a better service desk experience for both end users and supported staff.
Recommendations to others considering the product:
I would recommend giving the demo a try to see if it meets your specific needs.
Had issue with a requester import.
What do you like best about the product?
The problem was resolved in a timely manner.
What do you dislike about the product?
Nothing to dislike during this interaction.
What problems is the product solving and how is that benefiting you?
We use Freshservice to solve IT problems.
Stable platform with excellent functionality
What do you like best about the product?
Freshservice has always provided a stable platform to manage all our customer support needs. It's very easy and intuitive to use with a great support network. It's flexible & reliable and enables us to respond to all customer inquiries quickly & efficiently, whether direct, from our website or any of our social media platforms. The search functionality is excellent and reporting is simple with tags & group filters. Pricing is competitive and easily managed. The ability to merge, forward, private note or just reply to any ticket has proved very useful.
What do you dislike about the product?
Not a lot to dislike! A couple of searches haven't brought back the results I'd expect and the reporting could be expanded to include data insights rather than focusing on agent performance, however you can always export all data to Excel to do your own analysis if required!
What problems is the product solving and how is that benefiting you?
We deal with all correspondence through Freshservice, so this could be a delivery issue, a product complaint, a packaging problem, simple product information requests, feedback or sales and marketing leads. By having all the data in one place it's very easy to identify common specific problems, canned responses can be created making it quick & easy to respond. The SAAS approach means that we can utilise remote workers to respond to all tickets in a timely manner, even out of office hours.
Recommendations to others considering the product:
I'd recommend Freshservice if you'd like to manage all correspondence quickly, efficiently & cost effectively. Very simple to install & excellent support when needed.
Freshservice review
What do you like best about the product?
The clean, simple interface. The speed of the system is very good. The asset management feature is very useful and has helped us consolidate two different asset databases into one. The phone app is brilliant, for many reasons but also because it has a barcode scanner that is useful for creating and updating hardware assets. We have had good feedback on the system from our users around the authority - we previously had a very complex, unwieldly system whereas they prefer the simplicity of the customer portal we have created with Freshservice.
What do you dislike about the product?
There are a few small, rough edges with the system. Some bugs occur from time to time, the support team are usually very good at responding to any tickets that we log on the system. Some features that are in the roadmap can sometimes take a while to be implemented. On the whole, however, these are small gripes and the overall experience of using Freshservice is a very positive one.
What problems is the product solving and how is that benefiting you?
Incident management, change controls, asset management, documentation and solution access.
The benefits that we have realised are an increase in productivity in the service desk staff and also the technical ICT staff - we spend less time on administration than we used to and more time actually responding to our organisations needs.
The benefits that we have realised are an increase in productivity in the service desk staff and also the technical ICT staff - we spend less time on administration than we used to and more time actually responding to our organisations needs.
Recommendations to others considering the product:
Spend time getting the setup correct before you go live.
Ease of use
What do you like best about the product?
Easy navigation and ability to customize views and ticket priorities. Also bulk responses can be sent out to a group of tickets making it easy to followup with clients.
What do you dislike about the product?
The fact that I cannot bulk change the ticket requester at the click on of a button.
What problems is the product solving and how is that benefiting you?
Support related issues.
A very nice programm and GUI
What do you like best about the product?
It is easy to open new ticket to merge them and keep the overview.
Also you can easy track the time that the Ticket is open and can attach items.
And overall a good gui.
Also you can easy track the time that the Ticket is open and can attach items.
And overall a good gui.
What do you dislike about the product?
Until now I did not found the unmerge option but that is a small issue and has no impact in our daily bussines.
What problems is the product solving and how is that benefiting you?
We work faster and can share our progress better. We Safe time and find our Tickets fast.
great
What do you like best about the product?
ticket management
portal admins
Problems management
portal admins
Problems management
What do you dislike about the product?
the management of the asets
it's the only thing
it's the only thing
What problems is the product solving and how is that benefiting you?
More resolved tickets with low time to finish it
Over a year and very happy
What do you like best about the product?
The Fresh Service platform is constantly improving their usability for both Tech Support side and End Users. The mobile application is updated regularly with great UI that makes it easy to track issues, problems and changes. Notifications make it easy to keep my finger on the pulse with our Operation.
What do you dislike about the product?
My company uses Fresh Service Solutions to post How-Tos for end users and Support admins. I wish there was one more level of separation so I could have a "Sr Admin" tier so I could post additional restricted notes for only the Sr Admins that I do NOT want other Admins to see or Contract notes, etc.
What problems is the product solving and how is that benefiting you?
We run a shipping terminal and have several business applications that integrate tightly. The main use of Fresh Service is to support issues present by users for triage. Promote them to Problems if they are reoccurring or require a system change. Then promote to a Change with CAB. The benefit to this is easily following the bread-crumbs of why a change was put in, scheduling it with multiple resources and always having that as a historical reference. Then we created a Solution which describes the expectation at a less technical level for all our end users to understand the expected behavior.
Recommendations to others considering the product:
I highly recommend taking a Trial if you are looking for a friendly issue tracking system. If you have multiple vendors, your team are technology or business analysts but not the engineers, this is a great platform. Track your company issues in a recorded location, no more e-mail nonsense!
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