Freshservice
Freshworks Inc.External reviews
1,274 reviews
from
and
External reviews are not included in the AWS star rating for the product.
User friendly and functional! Would recommend
What do you like best about the product?
The ability to keep everything organized, and the integrations with FB, phone service, and live chat allow us to have more comprehensive overviews of the lifetime of a customer's service experience.
What do you dislike about the product?
The phone service is pretty glitchy. We get knocked off calls often if we click "Record" for the call, or the call won't connect, or it will connect but the audio completely drops.
What problems is the product solving and how is that benefiting you?
It's solving our need to keep all methods of communication with a customer easily accessible. Whether someone calls us, chats us through our website, sends us an email, or messages our Facebook page, they can reach the correct person.
Makes herding cats easier...
What do you like best about the product?
We use Freshservice to manage multiple queues for multiple lines of business. I have oversight for 4 of them, and have found it works well for me to be able to track what my agents are doing, and what may be going stale.
What do you dislike about the product?
The inability to report on open child tickets and have them link automatically with their parent on a report is really frustrating. The Reports and Analytics tab is a bit confusing as well - creating Widgets is not intuitive AT ALL, and I've read the directions a number of times.
What problems is the product solving and how is that benefiting you?
Our ability to streamline communications between Tech groups, and ensure all necessary parties receive updates when urgent situations arise. Reporting is also much better as things are categorized, and not just freeform.
Freshservice is a complete support solution
What do you like best about the product?
Solutions are excellent for helping companies to support customers. But, the best about Freshservice is their own support: agile, friendly, and "always-on".
What do you dislike about the product?
Not to complain at all... They provide all the solutions we need.
What problems is the product solving and how is that benefiting you?
Freshservice helps us in many ways: helping create tickets, helping to manage them, creating easy ways to communicate with our customers and improving the regular practices (e-mail, WhatsApp, phone).
A good ticketing service for SMBs
What do you like best about the product?
It's easy to configure and administer as a power user.
What do you dislike about the product?
The interface is clunky and reporting options are limited by default. You can get the work done, but you cannot integrate with tools like Trello etc.
What problems is the product solving and how is that benefiting you?
We served multiple clients as IT support and they were able to log incidents and get billed for our consultant effort and time.
Simple to Use, Great Product
What do you like best about the product?
It's really straight forward. You can do most things you can think of and more-so when integrating into your API.
What do you dislike about the product?
Group contacts aren't very useful. I often need to send something to the same 4 people and the only way to access that is to go onto another page and type their email addresses individually. It seems strange to me that most email providers have this but they are unable to and this is why I need to build my own API.
What problems is the product solving and how is that benefiting you?
It keeps all emails from customers in one place. It gives us the ability to categorise and ensure all are seen by the appropriate teams in an orderly manner. It's great for analytics too
Simple and easy to use
What do you like best about the product?
Was able to adopt real quicker than other ITSM's
What do you dislike about the product?
New update from last year made difficult alignments and canned responses to edit
What problems is the product solving and how is that benefiting you?
Primary ITSM for the organization
One of the best Service Desk applications
What do you like best about the product?
I use Freshservice daily and love how simple it is to use. We can setup automation for approving tickets which saves time. The dashboard is pretty good as well.
What do you dislike about the product?
It can be slow at times but otherwise stable.
What problems is the product solving and how is that benefiting you?
None at the time. It has been very stable.
FreshService Review
What do you like best about the product?
We can update the status, we got more options to create change management plan, incident and service request is also helpful. Can create automation and it's a life saver
What do you dislike about the product?
Option to manage shifts of people, price can be less.
What problems is the product solving and how is that benefiting you?
I and Customer are able to create tickets, customer can be notified easily about the progress. Ticket management is easy.
Easy-to-use and flexible
What do you like best about the product?
The user experience is fantastic; our agents and our users love it.
We have found Freshservice to be the perfect amount of customisable - we can use it out-of-the-box without needing to build anything, but we have used the settings to customise it to fit our business needs.
The fantastic analytics feature allows us to produce beautiful reports that extract excellent insights from our ticket data.
We have found Freshservice to be the perfect amount of customisable - we can use it out-of-the-box without needing to build anything, but we have used the settings to customise it to fit our business needs.
The fantastic analytics feature allows us to produce beautiful reports that extract excellent insights from our ticket data.
What do you dislike about the product?
The features around allowing people other than the requester to view a ticket are very clunky indeed, despite Freshworks adding to the features.
While the "sandbox" feature is handy for safely testing out configuration changes, half the time it fails to synchronise the changes into the production environment.
The workflow automation feature is invaluable, but there are no version control, export or backup options, so we can't roll it back if we make an accidental change.
The permissions could be more granular and better explained.
Most email notifications can be customised, but there are some that are missing, e.g. "added as watcher".
While the "sandbox" feature is handy for safely testing out configuration changes, half the time it fails to synchronise the changes into the production environment.
The workflow automation feature is invaluable, but there are no version control, export or backup options, so we can't roll it back if we make an accidental change.
The permissions could be more granular and better explained.
Most email notifications can be customised, but there are some that are missing, e.g. "added as watcher".
What problems is the product solving and how is that benefiting you?
Users can self-serve by reading solution articles
Users can raise a service request for all the services we offer, and are required to provide all the info we need for that particular request, so our agents can solve in one touch most of the time.
Users can raise an incident for anything else
Users can raise a service request for all the services we offer, and are required to provide all the info we need for that particular request, so our agents can solve in one touch most of the time.
Users can raise an incident for anything else
80% is worthy and 20% inconvenient
What do you like best about the product?
Workflow plays a vital role in all the processes for automating events. Adding 20 Dashboards in a single user account helps track multiple tickets view. Analytics reports help prepare by using different metrics and groups.
What do you dislike about the product?
Data syncing in analytics takes a lot of time. Assuming the identity option shouldn't be available for anyone, including Admins and product owners, since it might be misused.
What problems is the product solving and how is that benefiting you?
The operational Level Agreement option is available to track the internal teams' performance. Team huddles help to discuss immediately with any agent to close the requests.
showing 371 - 380