Freshservice
Freshworks Inc.External reviews
1,281 reviews
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Best for IT or IT service companies
What do you like best about the product?
Freshservice is an all in one solutions, support, knowledge data base, problems, contacts, projects and much more.
What do you dislike about the product?
Didnt have a Full integration with Freshdesk and does have an integration with Freshsales.
What problems is the product solving and how is that benefiting you?
All the operation of our IT service companie
Recommendations to others considering the product:
Please make a full integration for freshsales and Freshdesk
Freashservice services
What do you like best about the product?
Platform is user friendly, does what it says. It gives us easy access to Service desk ticket be it from desktop, tablet or mobile
What do you dislike about the product?
We need few more capabilities on reporting. In addition to this if platform can give open APIs we can create our own dashboards by getting data from platform
What problems is the product solving and how is that benefiting you?
Timely Interactions with our L1, L2 and L3 support teams. Certainly productivity increased among the team and enabled us to give proper services to the users
Recommendations to others considering the product:
If you are looking for productivity increase and ease of using service desk, go for Freshservice
Lots of Features, Huge Learning Curve
What do you like best about the product?
It has a lot of the functionality we need in a HelpDesk suite, and the analytics are great too. The most surprising feature was the gamification, though. The badges are oddly a great motivator for my team.
What do you dislike about the product?
Our migration from our old helpdesk system was very messy. It felt like there was no set process in place and that they were figuring it out as they went along. It took about a month and a half and two retries before our migration was complete.
The app is also a bit slow when loading tickets. The longer and more fleshed out a ticket is, the less "smooth" the ticket loads and appears. I have to let a ticket load for about 30 seconds before I can touch it.
Also, the learning curve is a bit steep. We're still finding things out or realizing that we should be doing things a different way than we are.
The app is also a bit slow when loading tickets. The longer and more fleshed out a ticket is, the less "smooth" the ticket loads and appears. I have to let a ticket load for about 30 seconds before I can touch it.
Also, the learning curve is a bit steep. We're still finding things out or realizing that we should be doing things a different way than we are.
What problems is the product solving and how is that benefiting you?
There was an issue with workflows crossing on tickets. Two techs would send a reply to the customer at the same time and it was embarrassing for us. With Freshservice, it is clear who is replying to a ticket at that exact moment you are and also see who is watching it.
Problem, change and project tracking is also helpful, as we were missing that in our workflow. But now we have processes set out for us and we are able to work together better.
Problem, change and project tracking is also helpful, as we were missing that in our workflow. But now we have processes set out for us and we are able to work together better.
Recommendations to others considering the product:
If you're willing to work at setup a bit, this suite is great. It has all the bells and whistles that you'd expect and look for, but the way some parts of the sutie is designed leaves you with some questions.
Great Ticketing software
What do you like best about the product?
There's a lot of great features and the tiered pricing to access those features is great. I love the automation tools to auto flag tickets a certain way. I like that i ingegrates with our monitoring service to auto create tickets on things. The scheduling of tickets is great too.
What do you dislike about the product?
The only dislike I have is the max 30 ticket view. This can be troublesome if you get spammed or have your monitoring service send in a bunch of false positives.
What problems is the product solving and how is that benefiting you?
It works well for us to assign tasks to different team members and to communicate well on what has been done and needs to be done.
Recommendations to others considering the product:
Try it, they offer a trial. Try out the workflow automator it's easy to setup and powerful.
very helpful
What do you like best about the product?
its great for making tickets and tracking inventory
What do you dislike about the product?
running reports are not accurate or easy to set up
What problems is the product solving and how is that benefiting you?
inventory issues. and our ticketing system.
FreshService Review
What do you like best about the product?
The ability to automate tasks.
Scheduling MI reporting - keeps the bosses happy.
The API is very easy to use - easy to access key and the documentation.
Scheduling MI reporting - keeps the bosses happy.
The API is very easy to use - easy to access key and the documentation.
What do you dislike about the product?
If I'm reassigning an incident I have to leave a note and then reassign the incident to a different quote.
Their could be more customisation to the reports.
Their could be more customisation to the reports.
What problems is the product solving and how is that benefiting you?
Third-line support issues.
Giving more in-sight to common incidents - already reporting this back to Operational areas.
Giving more in-sight to common incidents - already reporting this back to Operational areas.
Recommendations to others considering the product:
The ability to automate tasks is second to none - this is a massive time-saver for users in my organisation.
Good ecperience
What do you like best about the product?
The creation of tickets is easy and also the creation of assets.
What do you dislike about the product?
Sometimes it's a Little be difficult to find steps for the solution in the desceiption
What problems is the product solving and how is that benefiting you?
I had the Problem to configure the E-Mail Settings correct because I missunderstood something in the descrption.
Satisfactory help desk portal.
What do you like best about the product?
I reskinned the website using css and freshservice's saas platform made it easy to customize our help desk portal.
What do you dislike about the product?
The ticket sorting can be improved. Maybe freshservice should have a small query language for searching tickets.
What problems is the product solving and how is that benefiting you?
Software and website troubleshooting. I like getting notified when a new ticket is created and has been assigned.
Great tool
What do you like best about the product?
Freshservice does "just what it says on the tin". It makes users feel important and their problems listened to.
What do you dislike about the product?
I can't think of any element of Freshservice that I dislike.
What problems is the product solving and how is that benefiting you?
The tool has made service much easier. Users like it, techs like it.
Recommendations to others considering the product:
Freshdesk is simply great!
Freshservice rules!
What do you like best about the product?
It's easy and simple yet very complete. It's very good for ticket management.
What do you dislike about the product?
When ticket is "Resolved" and a user places a note on it, the ticket does not get reopened.
Some of fields are mandatory and cannot be removed.
Some of fields are mandatory and cannot be removed.
What problems is the product solving and how is that benefiting you?
It helps organize my work and my teams work. No more lost emails or requests that were not resolved.
Recommendations to others considering the product:
It's easy to use and to configure. Plus, you can have different set ups for different clients.
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