Freshservice
Freshworks Inc.External reviews
1,281 reviews
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External reviews are not included in the AWS star rating for the product.
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!
Feedback after 1 year of use
What do you like best about the product?
The simplicity and ergonomics of Freshservice.
What do you dislike about the product?
The French translation of Freshservice is not complete.
What problems is the product solving and how is that benefiting you?
Freshservice allows me to implement ITIL processes while adapting them to my operations.
Best Ticketing system which will fit in for any type of organization
What do you like best about the product?
All features of FS, Customization of FF and work automate flow
What do you dislike about the product?
Delay in online support, Not all the time
What problems is the product solving and how is that benefiting you?
Yes
Recommendations to others considering the product:
I Recommend to use FS which will help your work to automate and record the issues.
Great and useable service
What do you like best about the product?
Asset tracking and its integration to ticketing
What do you dislike about the product?
Complex Backend management. It is sometimes complicated to do admin work if you are not familiar with the service.
What problems is the product solving and how is that benefiting you?
Ticket Management, asset tracking.
Recommendations to others considering the product:
Be sure to consult help pages and ask for help. There is lots of competent and accurate information available.
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