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.
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.
Workflows make processes easier
What do you like best about the product?
The way that custom workflows can be easily built makes configuration of your processes a cinch.
What do you dislike about the product?
We are in the process of a trial period so haven't yet fully played with all of the features, but so far it seems good.
What problems is the product solving and how is that benefiting you?
This solves multiple problems for asset management and employee on-boarding.
Recommendations to others considering the product:
It works well with Freshdesk and allows support tickets raised by customers that have an internal focus to be appropriately routed.
New Customer Experience
What do you like best about the product?
FreshService is a solid tool that is getting the job done for my team. I am happy with the level of customer service and response from their techs. They have spent time and energy helping me customise my FreshService instance and it has taken me only 2 weeks from gaining access to being production ready. The automation, scenarios and templates have been easy to use and set up so it will improve the productivity of my team. I also like the general look of FreshService, it feels clean and modern.
What do you dislike about the product?
The level of customisation is not where I'd like it to be. It does require FreshService to step in and create apps for me to have what I need working. I appreciate the Feature Request forum for me to add my suggestions though. The Onboarding module is new and not very useful in that you have to onboard using the FreshService method. I am hoping this improves with time. I'd really like more ability to customise the analytics and dashboards, out of the box is not very extensive yet.
What problems is the product solving and how is that benefiting you?
I now have a customer portal that is client facing and this will be really useful for our business. Change control is also a really useful module to have as before we were not very mature in this process and this will move us forward and reduce risk.
Recommendations to others considering the product:
This is a tool that is good for small to medium-sized businesses. If it was more customisable I'd increase that to cover all demographics.
Good Experience so far
What do you like best about the product?
I like the general ease of use, especially when linking tickets and merging. Also the android mobile application is easy to use. I had an issue with tickets not opening, spoke to the support team and this was rectified within 15 minutes.
What do you dislike about the product?
The lack of an out of office function, would be very useful if this was implemented
What problems is the product solving and how is that benefiting you?
quicker to resolve tickets due to ease of use
Recommendations to others considering the product:
Excellent system and support
Easy to use, logical work flows
What do you like best about the product?
Information of each ticket can be easily accessed and/or addeded or edited.
What do you dislike about the product?
Nothing specific. Had no issues with it so far.
What problems is the product solving and how is that benefiting you?
Mostly incident tickets or change requests.
Easy to see who is currently viewing the ticket or has assigned it to certain users/teams.
Easy to see who is currently viewing the ticket or has assigned it to certain users/teams.
Excellect customer support tool
What do you like best about the product?
1. Scenario Automation: This feature is supper handy and an amazing time booster when it comes to updating ticket properties for tickets that are similar in nature.
2. Canned Responses: This feature also works extremely great for reoccurring tickets. Its saves Agents a ton of time and allows us to respond to our Clients very quicky, thus improving the quality of our service.
3. Bulk Actions: Again, just another great time-saving tool implemented by Freshservice.
4. One of the great features of Freshservice that I personally have a liking for is the Arcade mode. It really creates a friendly competitive workspace with my colleagues and me and has also led our Management team to provide monthly incentives to agents who top the leaderboards. I'm sure something like this would boost work morale in any IT environment.
2. Canned Responses: This feature also works extremely great for reoccurring tickets. Its saves Agents a ton of time and allows us to respond to our Clients very quicky, thus improving the quality of our service.
3. Bulk Actions: Again, just another great time-saving tool implemented by Freshservice.
4. One of the great features of Freshservice that I personally have a liking for is the Arcade mode. It really creates a friendly competitive workspace with my colleagues and me and has also led our Management team to provide monthly incentives to agents who top the leaderboards. I'm sure something like this would boost work morale in any IT environment.
What do you dislike about the product?
Team huddle should be private between the invited participants of the chat. Members who have not been @ in a chat should not be able to access the Team huddle on that ticket. They could, however, initiate a separate conversation and invite any member of the team, which will also remain exclusive to only those invited participants.
What problems is the product solving and how is that benefiting you?
Users often submitted very vague tickets whenever they encountered a problem. Their tickets would lack the information my team needed to evaluate and resolve their problems quickly. Freshservice helped me optimize and streamline to data that is submitted by users so that my support team provides even better service.
Recommendations to others considering the product:
My advice is that there is probably not a better solution out there than Freshservice at the moment. One of the great features of Freshservice that I personally have a liking for is the Arcade mode. It really creates a friendly competitive workspace with my colleagues and me and has also led our Management team to provide monthly incentives to agents who top the leaderboards. I'm sure something like this would boost work morale in any IT environment.
The best features of Freshservice
What do you like best about the product?
What I like about freshservice is the life cycles in all its modules, such as incidents, changes, releases.
This helps a lot since it is very associated with ITIL and helps a lot.
On the other hand, the part of the CMBD is very complete and very easy to fill, whether through the agent or an importer.
It really is very friendly and very efficient.
The way to categorize and times in the help desk is very good and easy to customize
This helps a lot since it is very associated with ITIL and helps a lot.
On the other hand, the part of the CMBD is very complete and very easy to fill, whether through the agent or an importer.
It really is very friendly and very efficient.
The way to categorize and times in the help desk is very good and easy to customize
What do you dislike about the product?
There is really nothing that I dislike, the only thing I could say that I would like is that the translations to other languages are more accurate and on the other hand the power to edit some things that are as default.
I did not like it that at the beginning there was not so much information, but now this does not happen anymore.
I did not like it that at the beginning there was not so much information, but now this does not happen anymore.
What problems is the product solving and how is that benefiting you?
I am adapting the tool to my processes and that can be a great advantage since my operation will be more efficient, it is not a problem but I am adapanto the cliclo of life.
Having everything aligned to ITIL helps and you can use it in an ISO certification process.
Having everything aligned to ITIL helps and you can use it in an ISO certification process.
Recommendations to others considering the product:
It is very friendly, the implementation is very simple and according to the use one learns more in the tool.
Very good ITSM tool.
What do you like best about the product?
Freshservice offers may useful and well designed functionalities, is easy to use, offers high level of setup (while being simple to do), is fast, and efficient. The user portal is also clear and can be used without training.
What do you dislike about the product?
Some lists (of tickets, of contracts, …) are almost "fixed", with no or few possibilities to customize.
No possibility to create reports on contracts.
No possibility to create reports on contracts.
What problems is the product solving and how is that benefiting you?
Freshservice is very useful to consolidate and keep track on requests and tickets, as well as to facilitate the communication with users. Automations help a lot to avoid human tasks with no add-value. Collaboration and communication has improved in the team.
Recommendations to others considering the product:
Take your time to setup it correctly.
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