Freshservice
Freshworks Inc.External reviews
1,289 reviews
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Best ticketing system
What do you like best about the product?
Freshservice is the best tool for an IT department talking about ticketing, asset and alerts management.
The best thing about it is its flow management and automatization of tickets and alerts. Also, its asset management works wonderfully; you can have all of your IT inventory in one system and with any incident or service request people raise, you can associate the asset and have better control over how many incidents that asset had.
Talking about problem and change management, those tools work well together because it is easy as two clicks to convert an incident into a problem and a problem into a change which will develop a release.
It also has the projects module, which offers the possibility to assign tasks to your team and has a Gantt chart, making it very easy to track the project and its tasks.
The alert management is a pretty cool tool because every time there is a down service, you'll always know by the ticketing system, email and even an alert on the Freshservice app.
Honestly, I will recommend this product 10/10 to any big organization with the Development, Infrastructure and Helpdesk teams in its IT department.
The best thing about it is its flow management and automatization of tickets and alerts. Also, its asset management works wonderfully; you can have all of your IT inventory in one system and with any incident or service request people raise, you can associate the asset and have better control over how many incidents that asset had.
Talking about problem and change management, those tools work well together because it is easy as two clicks to convert an incident into a problem and a problem into a change which will develop a release.
It also has the projects module, which offers the possibility to assign tasks to your team and has a Gantt chart, making it very easy to track the project and its tasks.
The alert management is a pretty cool tool because every time there is a down service, you'll always know by the ticketing system, email and even an alert on the Freshservice app.
Honestly, I will recommend this product 10/10 to any big organization with the Development, Infrastructure and Helpdesk teams in its IT department.
What do you dislike about the product?
There are not a lot of downsides to Freshservice; they provide me with everything I need in the department.
The only downside I see is the price for assets; they offer packages of 'n' quantity of assets for a monthly quote. So I think it is ridiculous; they can just offer unlimited assets.
The only downside I see is the price for assets; they offer packages of 'n' quantity of assets for a monthly quote. So I think it is ridiculous; they can just offer unlimited assets.
What problems is the product solving and how is that benefiting you?
The main problem Freshservice solves in my company is the ability to manage Incidents and Service Requests.
All of the IT helpdesk guys are very productive because every time someone has an issue, they can just send an email through the PC or Phone, and one agent will assist them almost immediately.
All of the IT helpdesk guys are very productive because every time someone has an issue, they can just send an email through the PC or Phone, and one agent will assist them almost immediately.
Ease of use
What do you like best about the product?
Very intuitive and easy to configure. You don't need to have experienced resources to leverage the capabilities of the solution.
What do you dislike about the product?
not having the on-premises option for companies who prefer to control their data.
What problems is the product solving and how is that benefiting you?
It has served us in many ways: service management, incident management and onboarding. We brought the company in one place where different departments are contributing to process daily operations.
Best ITSM solution
What do you like best about the product?
Easy to configure, easy to use and good looking portal for end users.
What do you dislike about the product?
I've always had issues with finalising payment/proving payment with their accounts team.
What problems is the product solving and how is that benefiting you?
Helping IT managing service lifecycle and providing end users with a coherrent and easy to use portal
A complete, easy and cost-effective solution for IT Service Management
What do you like best about the product?
Very complete solution for IT Service Management, easy to setup and easy for end users.
Good value for money.
Good value for money.
What do you dislike about the product?
Nothing in particular. The solution really has no weak point.
What problems is the product solving and how is that benefiting you?
We are handling all IT Help Desk requests with Freshservice.
Freshservice - Great Servicedesk with constant improvments
What do you like best about the product?
It is quick and easy to use, simple to set up,and both Agents and customers enjoy using it. Being online makes it available from anywhere and the companion mobile application is also very goo.
What do you dislike about the product?
The reporting could be better. It tends to be a little fiddly to get the information you need. It has improved but still has some way to go to be able to get the correct information
What problems is the product solving and how is that benefiting you?
Primarily this serves as our IT Servicedesk. Using Freshservice helps business in multiple countries, and we like that it enables standard replies to be created in various languages for the company. We use change control and asset management through Freshservice as well as alerting. Its ability to use apps and plug-ins to other systems makes it stand out against other offerings
Good range of functions
What do you like best about the product?
Easy to use interface, simple navigation, and set up. End-user FAQs are great, and ticket automation makes solving problems efficient.
What do you dislike about the product?
Lower-priced plans could offer more choices.
What problems is the product solving and how is that benefiting you?
Adding accountability and being able to keep service requests maintained in a timely manner
Overall a very good experience
What do you like best about the product?
Customer Support
link to DevOps
easy to configure
link to MS BI
link to DevOps
easy to configure
link to MS BI
What do you dislike about the product?
The Vendor management module is not very mature or even usable in it's current state
What problems is the product solving and how is that benefiting you?
provides help desk metrics
Freshservice is a simple to deploy and feature rich ticketing solution
What do you like best about the product?
The default settings are reasonable and customization is quite straightforward. Email ticketing works well and avoids loops in most cases.
Integrated inventory management that automatically updates using an agent that is seemless.
Integrated inventory management that automatically updates using an agent that is seemless.
What do you dislike about the product?
Their implementation of Change Control and Project management tasks feels a bit tacked on.
Default reports are a bit sparse.
Default reports are a bit sparse.
What problems is the product solving and how is that benefiting you?
A central IT portal for all of our users to communicate requests, problems and concerns with IT.
On my oppinion, is the best ITSM tool for business
What do you like best about the product?
we like the app, technical support, technical updates, graphic interface
What do you dislike about the product?
Maybe not notify the recently updates at time
What problems is the product solving and how is that benefiting you?
IT management about IT requirements and incidents reports by the users
Freshservice it's a great IT helpdesk tool
What do you like best about the product?
Freshservice it's totally intuitive tool, full of customization tickets, groups, requeriments, etc. The analytics and report system helps a lot with the KPI's of the IT department
What do you dislike about the product?
It's a little bit expensive, but it is affordable. With the new update the report system it's a little bit tricky to handle, but nothing that we can't do with extra efford.
What problems is the product solving and how is that benefiting you?
Freshservice helps to us with a better communication of IT incidents reported by our users. Get easier to handle incidents, requirements, etc. The IT department has improved the SLA indicators.
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