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.
Fast implementation, good defaults, good service.
What do you like best about the product?
I like the immediacy of the service, its easy to implement, easy to understand and works out of the box for the most part.
What do you dislike about the product?
Asset management needs more work, so does software management.
What problems is the product solving and how is that benefiting you?
Incidents, services and problems are managed beautifully. Automations are easy to implement and integrate very well with all of them making for easy implementation of many services and a breeze to handle all sorts of tickets and problems
Recommendations to others considering the product:
Use the trial period to really get a hang of it. Support is quite good, use it too to learn what you can get to do with it.
It's been a great time!
What do you like best about the product?
I've been using FreshService since a year and it's been a great time! It helps me to get stuff going, work done in a short time and keep me and my day and the my team's day organized.
What do you dislike about the product?
I'd like FreshService to have a feature like exporting reports from a search, i.e search all tickets containing "cellphone" and filters as such.
What problems is the product solving and how is that benefiting you?
I manage a team of 07 IT Support analysts. We have everyday incidents, such as a mouse request and some as difficult as issues with a server or setting up a network from scratch. It has helped us to keep the demands organized under SLAs and priority levels.
Powerful and easy to use
What do you like best about the product?
Very simple to setup. Interface is non-complex but provides enough functionality to capture most tasks.
What do you dislike about the product?
I think the project management module is one area that could use improvement.
What problems is the product solving and how is that benefiting you?
I'm solving the problem of ticket tracking and IT demand management
Excellent Customer Service and Reliable Software
What do you like best about the product?
The software is robust and highly customizable to my needs. Support is quick to answer if I need help and usually can provide an answer.
What do you dislike about the product?
- The asset probe can't blacklist devices that aren't company provided, so it can't be utilized
- You can't blacklist tags in ticket group views
- You can't blacklist tags in ticket group views
What problems is the product solving and how is that benefiting you?
- 1 place to store all knowledge documents
- Helps delegate workflow and notify customers of work being done
- Tracking assets
- Helps delegate workflow and notify customers of work being done
- Tracking assets
Making IT support easier and more streamlined.
What do you like best about the product?
The tickets system gives an excellent overview of every existing and former issue there has been, and makes it easy to categories every problem. Besides that we have used the Service Catalog to make an overview for every employee to check what equipment we have available in the IT department.
What do you dislike about the product?
Mail forwarding to helpdesk, was not as straight forward as hoped. However the problem lied within our mailserver and not at freshservice.
What problems is the product solving and how is that benefiting you?
We are yet to fully implement Freshservice for all our employess, but for now he have used it to make an overview of every service we offer and have begun to use the ticket system. The Service Catalog makes it possible for the employees to see what equipment we have available before they come by the IT department.
What a breeze
What do you like best about the product?
after being convicted to use Jira Servicedesk for about 4 years, i had the opportunity to switch to Freshservice. The fantastic documentation, intuitive interface and hyperfriendly and professional supportteam made starting off very easy. Whenever we have a quesion or an issue, the supportteam responds very acurately. Our internal users are frequently using the portal, which they refused with Jira Servicedesk, and the Mobile app makes it easy for everybody, both agents and requesters...
What do you dislike about the product?
Currently i havent had any issues kept bothering me. Whenever I had an issue, it was resolved by the supportteam.
What problems is the product solving and how is that benefiting you?
- faster response times for our agents
- easier accessible for endusers
- knowledge base
- asset management
- easier accessible for endusers
- knowledge base
- asset management
Freshservice for Ticketing service requests
What do you like best about the product?
The orgainization and structure of tickets allows me to track and manage my tasks and also audit them if I need to.
What do you dislike about the product?
The asset manager in freshservice is lackluster. The probe for users does not always work properly and we need to manually track the assets instead of being able to have it be automated.
What problems is the product solving and how is that benefiting you?
We are tracking and managing user issues with freshservice. For me personally I use freshservice to track permissions changes which allows me to go back and see who has access to a give folder at any given time.
Recommendations to others considering the product:
Service desk is great I really appreciate the gamification. It could use some work in regards to asset management but the company has been transparent with their roadmap and delivers on promises that they make.
Easy Use
What do you like best about the product?
I appreciate the straightforward format. We use it for both reporting incidents as well as searching people in the system. I like the ability to comment on other incidents and have them as "pending" so that we can see what each other is working on.
What do you dislike about the product?
It is sometimes complicated to see all of the information and it can be a bit overwhelming to have tickets popping in and out, especially when someone is just saying "thank you." That's not necessarily something that Freshservice can do anything about, but there is a slight lack of organization.
What problems is the product solving and how is that benefiting you?
We use it to report incidents as well as find students in the school when they call with questions about password resets, etc. We mostly use it to take down phone calls and receive emails pertaining to IT questions.
Easy to do.
What do you like best about the product?
The whole team has a good knowledge and mastery of the tool.
They always answer fast and are very accurate in their answers.
They always answer fast and are very accurate in their answers.
What do you dislike about the product?
So far it has been pretty satisfying every time I needed the support and the tool itself.
What problems is the product solving and how is that benefiting you?
New integrations with new portals.
Each portal is separately for each company
Each portal is separately for each company
Recommendations to others considering the product:
Clear all doubts with the team before, and fast dominate the knowledge.
Best way to keep you inventory organised
What do you like best about the product?
It is really simple to use. You just need to install a tiny module on your computer and the asset becomes automatically discoverable on your inventory.
From there you can add any other extra information but the basics will already be there. You can know at all times the status of that machine, the OS and SW it has installed without you needing to add that information manually.
Also, their support team is great helping you out when you have a question.
From there you can add any other extra information but the basics will already be there. You can know at all times the status of that machine, the OS and SW it has installed without you needing to add that information manually.
Also, their support team is great helping you out when you have a question.
What do you dislike about the product?
I would like it to have some security measures like resetting the computer to factory settings remotely in case of a theft.
It would be really useful to be able to do so to prevent others from accessing any sensitive data that can be stored on the machine. It's true though, that there are other systems to make this happen and that this tool, as we use it, serves it purpose of keeping our assets inventory organised.
It would be really useful to be able to do so to prevent others from accessing any sensitive data that can be stored on the machine. It's true though, that there are other systems to make this happen and that this tool, as we use it, serves it purpose of keeping our assets inventory organised.
What problems is the product solving and how is that benefiting you?
We are keeping our company's hardware organised and it really helps to have everything in one place that easily.
You can also check what SW is getting outdated on the machines and why that particular machine is getting slower by keeping track of everything that it has installed in it.
You can also check what SW is getting outdated on the machines and why that particular machine is getting slower by keeping track of everything that it has installed in it.
Recommendations to others considering the product:
I would strongly recommend this tool to every company that wants to keep its assets organised in just one platform.
They can be meaningfully grouped so that they are easy to find and to manage.
They can be meaningfully grouped so that they are easy to find and to manage.
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