Freshservice
Freshworks Inc.External reviews
1,297 reviews
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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
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.
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