Freshservice
Freshworks Inc.External reviews
1,281 reviews
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Simple Modern ITIL
What do you like best about the product?
FreshService has a very simple but yet powerful interface.
What do you dislike about the product?
The search function can get clunky as it does not follow similar rules to google in terms of quotes and requires modifiers
What problems is the product solving and how is that benefiting you?
Being able to have quantifiable data to show to senior management on how many incidents and problems are solved each month along with getting people outside our department to easily review and approve changes when they affect their department has really improved our communication around changes.
Recommendations to others considering the product:
If you are looking for a simple modern take on ITIL that works great for a small team where many people ware lots of hats, then it's great and is a hosted product that allows it to continue to work even if on-prem resources are down.
it is great for small and mid market and fare enough to the big market
What do you like best about the product?
as per my primary read of the tool and the provided support from the fresh service team, I can really assure that the tool is working in a good way to provide better solution as ITSM, I encourage the developers team to keep update the tool to meet with ITIL 100%.
What do you dislike about the product?
currently I don't face any issue with the tool, I am using it from short time back, and support team are clarifying/solving issues always
What problems is the product solving and how is that benefiting you?
Incident management, I found that cloud could handle same as on premises
Fast response time, easy to setup, and easily integrates!
What do you like best about the product?
I love how fast their support team is able to respond and answer my questions for anything that I have. I also love how customize-able FreshService is, specifically with the form fields and Workflow Automator to automate various different requests that come in from our end users!
What do you dislike about the product?
I'm not the biggest fan on there being a lack of an apparent license tracking feature. This would make a great addition to FreshService if we could enter in various different information about licenses for software!
Personally, I'm also not a fan of the bright white color scheme. I'd love an integrated dark mode feature!
Personally, I'm also not a fan of the bright white color scheme. I'd love an integrated dark mode feature!
What problems is the product solving and how is that benefiting you?
I'm solving the problems of my company of having an actual ticketing system in place at my company, increasing efficiency with automating our workflow, creating accountability for ticket completions with SLA agreements, creating an front-facing request board through the Service Catalog, and a history log for previously completed tasks on various different devices.
Freshservice is very user friendly and easy to use for a novice
What do you like best about the product?
tickets dashboard gives the realistic diagramatic picture of the ticket status.
What do you dislike about the product?
i am not sure if freshservice has the feature I am requesting below, didn't have time to explore on this, but if it has this feature it will be really helfpul.
Currently there is no status called 'Resolved' . It would be good if we have 'Resolved' status which means the issue is resolved and once the user verifies it, this can be closed.
also, tickets in resolved status for a period of 2 to 3 days should automatically marked as closed if the user forgets to close the ticket.
Currently there is no status called 'Resolved' . It would be good if we have 'Resolved' status which means the issue is resolved and once the user verifies it, this can be closed.
also, tickets in resolved status for a period of 2 to 3 days should automatically marked as closed if the user forgets to close the ticket.
What problems is the product solving and how is that benefiting you?
For my job role, Freshservice is serving the purpose I need for.
Recommendations to others considering the product:
Can be definitely recommended and effective to use.
Overall good experience
What do you like best about the product?
Quick and easy to start designing and using
What do you dislike about the product?
For detailed processing of tickets, it's not as mature that I would expect. Software management tool is not mature yet.
What problems is the product solving and how is that benefiting you?
We can no separate our tickets from incidents and service requests. We also now are able to use an asset database and start building our CMDB and build our depository for all of our change requests to better assist our customers but also maintain our environment.
Recommendations to others considering the product:
Great, easy out of the box implementation for a small or medium size business.
A fresh solution to old problems
What do you like best about the product?
Easy to filter tickets, easy to merge tickets related to the same issue, easy to forward tickets to another team or individual.
What do you dislike about the product?
Extremely tight control over who can add a "canned response". I understand that canned responses for _everyone_ to see should be tightly limited in a group as large as ours, but I should be able to have my own library of canned responses that I use frequently, rather than having to send them to an Admin and wait for them to add them - even if I'm the only person who will ever use them.
What problems is the product solving and how is that benefiting you?
I use it to track help requests that come in to a variety of specific email accounts. Tickets are routed to teams based on the email address the request was sent to, but they can be reassigned if necessary.
Very Organized
What do you like best about the product?
I Like the fact that our entire team can view an organized library of all of our assets both in the field and in reserve. and they can pull up any information about them like software installed reliance etc to assist in solving their service tickets. I can login and see the overview of tickets and also check what the last auddit daate was on all the PCs deployed through the warehouse
What do you dislike about the product?
some of the features are lacking or I can't figure out how to utilize them the way we need.
ie a better way of cataloging software and registration serial numbers, links to renew, etc.
more intuitive way of submitting tickets for your equipment. Maybe add a way to screen share directly from the helpdesk, or file share, or send notifications to users on their desktop, i.e. please logout of .... back up starting in 10min or notify of planned server downtime via popup from freash service tray app
ie a better way of cataloging software and registration serial numbers, links to renew, etc.
more intuitive way of submitting tickets for your equipment. Maybe add a way to screen share directly from the helpdesk, or file share, or send notifications to users on their desktop, i.e. please logout of .... back up starting in 10min or notify of planned server downtime via popup from freash service tray app
What problems is the product solving and how is that benefiting you?
all assets now have details stored for them that we can pull up vs. starting from scratch every time we had a service request before.
before unless the tech had his own note book with computer details he had to sit down and figure out what versions were installed what the serial numbers were what drivers were needed who uses the computer etc. Now the tech can prep before interupting the work station flow, he can look through installed software find drivers needed before the service call starts. also its good for tracking exteneded warrenties, planned matenance, static Ip addresses, as well as service history
before unless the tech had his own note book with computer details he had to sit down and figure out what versions were installed what the serial numbers were what drivers were needed who uses the computer etc. Now the tech can prep before interupting the work station flow, he can look through installed software find drivers needed before the service call starts. also its good for tracking exteneded warrenties, planned matenance, static Ip addresses, as well as service history
Recommendations to others considering the product:
NA
It is a practical and agile solution
What do you like best about the product?
It is an easy to set up, the UI is intuitive and is a flexible and customizable system. Provides automation to expedite troubleshooting. Multi-channel support improves the reception of queries from email, chat or phone. It facilitates the management of communications with users.
Reports include customization features to easily visualize the data of interest.
Reports include customization features to easily visualize the data of interest.
What do you dislike about the product?
So far I have not found anything that fails in this service.
What problems is the product solving and how is that benefiting you?
Improves the visibility of all our operations, increases productivity. Simplifies problem solving.
Recommendations to others considering the product:
Freshervice is reliable and useful for automating multiple tasks.
Enjoying Freshservice and learning how deep it goes
What do you like best about the product?
I really enjoy the interface and how quickly I was able to set it up. Being able to combine tickets and turn them into Problems. I really do like that everything is all in one place to administer and I don't have to install other modules. The dashboard is a great place to log into and see at a glance what is currently being worked on or what is overdue. The training videos are also a great tool they you.
What do you dislike about the product?
That being said I wish it was a little more robust and I was to more easily tie tickets and problem together. I wish that you had the ability to integrate with NetSuite. I wish it was easier to take solutions to problem and ticket and turn them into a Knowledge base documentation. The Analytics doesn't really seem to be working that good or I might not be using them correctly.
What problems is the product solving and how is that benefiting you?
I am a one-man army Administrator and this helps me keep track of all the issue that arise. I can track and see trends with my users. I am still learning all of the different reports so that I can show our owner team what I am doing. This helps me be able to have an answer to why things might night get done as quickly as they would like because of the fires I am putting out.
Recommendations to others considering the product:
Make sure you buy the level that you need.
Outstanding IT services management tool
What do you like best about the product?
The software implementation is simple, UI / UX is user-friendly. The ticket management tools are intuitive and customizable. It increases the efficiency of incident management since it allows you to connect with IT specialists in the same workspace. Supports task automation, SLA management and agent collision detection. The mobile app is critical to take action at the appropriate time.
What do you dislike about the product?
Nothing. The product offers many useful features. By far, Freshservice is one of the best services we have implemented.
What problems is the product solving and how is that benefiting you?
It reduces the response time to inquiries. It allows objectively prioritize queries, helping the team to focus attention on the search for customized solutions for each case. Increase the quality of service.
Recommendations to others considering the product:
The subscription has a relatively low cost. It is a flexible and scalable solution.
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