Freshservice
Freshworks Inc.External reviews
1,281 reviews
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My experience so far with Freshservice is awesome.
What do you like best about the product?
The thing I like the most about Freshservice is that you don't have to configure anything in the console, everything is already pre-built you just have to enable the feature and use it.
What do you dislike about the product?
The asset tag printing is the one I dislike, but it's not a huge issue I have other ways to do it. But, if there is an option in the Freshservice itself it would be nice.
What problems is the product solving and how is that benefiting you?
Asset management is one of the huge problems that I have overcome with Freshservice.
Freshservice for ICT Support: fast, smart and reliable
What do you like best about the product?
I think that the best thing of Freshservice is the graphical interface and theme, all of you need for resolve and monitor tickets is on 1 or 2 windows, we can manage easy a lot of tickets per agent
What do you dislike about the product?
I think that searching form could be improvable, not always find everythings about tickets and should search first requester or other keywords
What problems is the product solving and how is that benefiting you?
We solve the main problem of internal IT support, we route all IT support request through Freshservice Portal that now could be accessible also from outside our headquarter and branch offices
Ticket Management
What do you like best about the product?
The whole process of ticket management, starting with how easy it is for a customers to interact with our information and technology department via the system when seeking for resolutions to their requests.
What do you dislike about the product?
I realized that I have no rights of access to some simple configurations like changing the signature for system generated mails and reports. I had to contact the Freshdesk support team to do it for me.
What problems is the product solving and how is that benefiting you?
Keeping track of user problems, asset management and appropriate reporting concerning our services to customers
Recommendations to others considering the product:
This is a good system especially in asset and ticket management.
Make IT ticketing easier.
What do you like best about the product?
It helps our requestors and agents in having a single platform from reporting issues or service request to managing and having an on-hand solution via the service portal. It made our IT ticketing easier, effective, and modern.
It addresses our goal in reducing the reporting and response time on any issues or service request.
It addresses our goal in reducing the reporting and response time on any issues or service request.
What do you dislike about the product?
The feature that we dislike from FreshService is the management of software inventory. Not able to delete/remove the software from the list is over reason.
What problems is the product solving and how is that benefiting you?
Both the requestor and agents (IT personnel) in using the FreshService resulted in the faster reporting and response time to IT problems and service request. The system also helped us to meet our goals in reducing the use of paper for our IT service management record keeping.
Recommendations to others considering the product:
Try FreshService first to see what plan is ideal for your company.
Review of Fresh Service
What do you like best about the product?
I enjoy the simplicity of the interface. I also like that they are making updates to improve the product. It isn't a static product and suggestion can lead to improvements.
What do you dislike about the product?
I think there could be a bit more robust reporting tool build in, but it is a minor complaint.
What problems is the product solving and how is that benefiting you?
Freshservice helps me track my companies support tickets. This helps us figure out trouble areas and we can make adjustment to how we do things so that we can improve our support of our customers.
Recommendations to others considering the product:
If you are looking for a clean and easy to use interface to mentions your incidents and for simply reporting I don't think you can get much better. It is a nice robust ticketing system without be overly cumbersome and complicated to use.
Providing Corporate IT services across our companies
What do you like best about the product?
I like the ability to change to the MSP portal and have multiple SSO connections for each of the companies in our organization.
What do you dislike about the product?
The software management does not take into account cloud services.
We cannot manually add software to a user which makes us unable to fully view all of the software a user has assigned to them. For example, salesforce licenses don't have an install so they don't show up for a user.
We cannot manually add software to a user which makes us unable to fully view all of the software a user has assigned to them. For example, salesforce licenses don't have an install so they don't show up for a user.
What problems is the product solving and how is that benefiting you?
We are solving the problem of silo'd information. This service is allowing us to combine incidents (help desk), asset management, and software management.
We have also started using problems, changes, and releases to track changes to systems.
We have also started using problems, changes, and releases to track changes to systems.
Great
What do you like best about the product?
Workflow Automation
Discuss Function
Reporting
Discuss Function
Reporting
What do you dislike about the product?
1) Can't connect the assets to the service request information in the reporting section (all-in-one report) you can only see how many service requests per assets without the details of each asset
2) Can't have more than 2 dynamic fields
3) Can't copy-paste some elements of the workflow
4) Can't delete certain fields in the left area as it is meant for IT purposes (ex: category which is IT related)
5) Can't highlight information in a service request - Only at the top
6) In a Service Request, you can't have multiple Service Items in one workflow otherwise it doesn't get trigger
7) While updating a ticket in a Service Request, the workflows don't get trigger from changing an answer from yes to no for example
2) Can't have more than 2 dynamic fields
3) Can't copy-paste some elements of the workflow
4) Can't delete certain fields in the left area as it is meant for IT purposes (ex: category which is IT related)
5) Can't highlight information in a service request - Only at the top
6) In a Service Request, you can't have multiple Service Items in one workflow otherwise it doesn't get trigger
7) While updating a ticket in a Service Request, the workflows don't get trigger from changing an answer from yes to no for example
What problems is the product solving and how is that benefiting you?
Supply Chain Incidents
Excellent!
What do you like best about the product?
Ease of use and GUI. It is very friendly.
What do you dislike about the product?
MI could be better. Some of the reports are useful but might require some further developing allowing the end user setting up its own reports in a easier way.
What problems is the product solving and how is that benefiting you?
I have been able to monitor all the helpdesk activity at a glance
Recommendations to others considering the product:
Give importance to creating a robust catalog
I am the main technician working on configuration of Fresh Service and completing tickets for our Co
What do you like best about the product?
I like how much of Fresh Service is configurable and customization.
What do you dislike about the product?
I wish more control and options were available on the end user side.
What problems is the product solving and how is that benefiting you?
We are creating two OKTA SSO integrations and two Support Portals.
One for internal staff, one for external users.
One for internal staff, one for external users.
Recommendations to others considering the product:
I would like a weekly meeting/call with our Point of Contact with Fresh Service to go over any and all issues we have with Fresh Service.
Great Product!
What do you like best about the product?
The implementation of the product was fast and we received support the entire way.
The aftersales support is also amazing and we will receive a response within an hour easily.
The aftersales support is also amazing and we will receive a response within an hour easily.
What do you dislike about the product?
There's a couple of processes that need to be done in a certain way, which weren't obvious to me. So sometimes I'd have to contact support to find the right way to do things.
What problems is the product solving and how is that benefiting you?
We now have much better analytics of our service desk and a formal change management process.
We also find the asset management tool useful.
We also find the asset management tool useful.
Recommendations to others considering the product:
Get a trial and try the product out!
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