Freshservice
Freshworks Inc.External reviews
1,297 reviews
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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the bread-crumbs of why a change was put in, scheduling it with multiple resources and always having that as a historical reference.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!
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.
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