Freshservice
Freshworks Inc.External reviews
1,281 reviews
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Easy and complete
What do you like best about the product?
Easy to use and very customizable. It has multiple services, from helpdesk, to change management and asset inventory.
What do you dislike about the product?
Should give more flexibility to admin to deal with databases
What problems is the product solving and how is that benefiting you?
Helpdesk, change management and inventory management. Easy to link inventory and helpdesk to change management
Great product with an intuitive interface
What do you like best about the product?
Our organization has been using Freshservice for more than 2 years now and we are entirely satisfied. Particularly with the new workflow
What do you dislike about the product?
We are using the equipment check out and check in (or equipment reservation) and it's missing some features. Like, it would be great to get a reminder or set the due time to the return date...
What problems is the product solving and how is that benefiting you?
It made out helpdesk more efficient. We spend less time trying to figure out the ticket flow and more time on other aspects of our work.
Great complete IT solution
What do you like best about the product?
We like the integrality of the solution. You can assign a ticket to a product or a person without problem. The options of having the app in the cell phone allows you to easily have the information of a product by scanning the bar code, if the equipment is registered in the database.
The initial configuration work is a bit long, but it helps you improve your internal management processes.
The initial configuration work is a bit long, but it helps you improve your internal management processes.
What do you dislike about the product?
If the equipment is not previously created in the product catalog, as soon as you register a new asset, you must return to the product catalog.
What problems is the product solving and how is that benefiting you?
Clear management of incidents and queries on products
It's been a good experience
What do you like best about the product?
The way customizing has been made simple
What do you dislike about the product?
Some default items cannot be customized, like asset state
What problems is the product solving and how is that benefiting you?
Our helpdesk services and asset management
Great tool but it feels like a "In Progress" experience
What do you like best about the product?
The user interface, friendly graphics and customization and the mobile apps. The third party apps integration is a "winner" feature. If fresh by itself can't or don't have a "native" integration, you can search for an app and maybe that would do the trick! It's nice to see software willing to share their functionalities with another companies, that tell you a lot of the philosophy and vision of the company. Always willing to give more to the community and work with others, that is a very strong point for them.
What do you dislike about the product?
It constantly feels like a "Tool in progress", I've encounter a lot of flaws and restrains, I think they could add more "customize" tools and not to "force" the user to work like they think is the best way to do it. Every company is different and they try to standardize the whole process and operation.
What problems is the product solving and how is that benefiting you?
So far, tracking tickets, problems, changes and assets. Also, the integration with other tools/software.
Recommendations to others considering the product:
Like any ITSM software, the most important thing to do with them is extracting data and personalization, try and test both.
Freshservice has been fantastic!
What do you like best about the product?
There are so many things about Freshservice that I enjoy: ticket organization and classification, inventory access with details about devices, customizable service requests, so many reporting options, feedback system for user input. Really, this list could go on and on. Suffice it to say that Freshservice has many tools ready for you to utilize. Having app integration can really extend functionality as well.
What do you dislike about the product?
Sometimes new features release in beta, such as software inventory management, and are very limited in features. Perhaps more time in development for new features would be best so that, when released as betas, users can get a fuller sense of what the new feature will be like.
What problems is the product solving and how is that benefiting you?
Since we can link assets with incident tickets we can quickly identify machines that may be having critical problems. Having one resource for inventory helps us to know what is on hand at all times, with specifics about the machines that would be difficult to manage in something like Excel. There are also nice tools for collaboration between agents in our department. This allows our team to put our heads together in order to resolve some of the trickier issues that come our way.
Recommendations to others considering the product:
Consider what you're using now not only as a ticket/help-desk service...but also inventory management and what other applications you're using. Freshservice has proven to be a one-stop destination for a multitude of features that allows for management in one system. Freshservice has made things simpler for our IT department.
Room for growth, but always growing
What do you like best about the product?
The visual simplicity makes it easy to recommend to many different kinds of organizations, but especially ones in which agents aren't always going to be specifically trained IT professionals.
What do you dislike about the product?
Some of the features are a bit simple, especially for the price. In particular, the project management side of the package needs work. Thankfully, I've been told that this is being worked on.
What problems is the product solving and how is that benefiting you?
Being able to track long-term issues or tickets that may take over a month to complete has been a tangible benefit.
Good service for daily use
What do you like best about the product?
Its ease of use, and that it helps us formalize the company's tickets
What do you dislike about the product?
Nothing in particular, maybe that I don't have a spell checker.
What problems is the product solving and how is that benefiting you?
Agility in the daily work of the department.
Recommendations to others considering the product:
I would just like to have a spell checker when writing an email, thanks.
Stable system with many features and not too complex to learn
What do you like best about the product?
We use this service from before it was called that. The free version has always been enough for our small business, but we have had the opportunity to propose it to a large company successfully. The system is stable and allows you to settings many features and personalizations with small training.
What do you dislike about the product?
For the moment the system works perfectly for our needs
What problems is the product solving and how is that benefiting you?
We use this system to track and manage all tickets and resolution times. The advantage is the great tracking without loss of all communications.
Recommendations to others considering the product:
For the moment no recommendations...
Delivery of high quality services.
What do you like best about the product?
It fascinates me because you can maintain an excellent database for all the activities in progress and solve problems with simple searches. The portal and its navigation are easy to use; In addition, if you ever need help or have a question, the support team is available immediately. Another important fact that makes this program fantastic is that you can create your own forms, indicate the anticipated delivery and specify the costs.
What do you dislike about the product?
Freshservice does not have such a wide integration library, basically it is not a bigger problem but I would like to improve this element. In addition, adding more reports would be good since the available reports are very restrictive. I would only complain about this pair of things, the rest is an effective program.
What problems is the product solving and how is that benefiting you?
In DockYard Inc we have been able to create workflows and customized scenarios for very different support teams with this excellent program, besides that the automation options and the general flexibility of the product are also very positive characteristics that bring us benefits.
Recommendations to others considering the product:
I recommend it because it stands out in problem management, change management and launch management; I think it is important that the information that is entered in the system can help to make decisions, solve problems and monitor the return on investment. It is also very suitable users they want to access information such as tips, configuration standards and verify the status of their own tickets.
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