Freshservice
Freshworks Inc.External reviews
1,297 reviews
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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.
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.
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