Freshservice
Freshworks Inc.External reviews
1,289 reviews
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Help Desk Software that can fit your needs.
What do you like best about the product?
Compared to other help desk software, Freshservice fits the needs of a mid-size organization.
What do you dislike about the product?
I wish the search function could be better. It's not bad, but it could be better.
What problems is the product solving and how is that benefiting you?
It has helped us update to a modern help desk software versus the older one we had before. We can create catalog items for everyday tasks.
Best Ticketing Tool
What do you like best about the product?
The best part is it is very easyt o use and understandable. The UI is very much user friendly. Also it has many features which suits for different environment needs. The effective and very much useful ticketing tools for every organisation.
What do you dislike about the product?
I think in future they need to add more features or combined their services to for different environment in one portal so user can easily change according to their needs.
What problems is the product solving and how is that benefiting you?
It gives details information and detail analysis for incident tickets and also provide alerts for same. It has lots of features which is very useful for service desk and incident management teams. From mys de it solve every need which a service desk analyst need.
One of the best ITSM tool
What do you like best about the product?
- On/Off button to enable and auto assignment of the tickets.
- Multiple ITSM modules to work upon like incident, problem, change and service request.
- Project management module is also integrated.
- Multiple ITSM modules to work upon like incident, problem, change and service request.
- Project management module is also integrated.
What do you dislike about the product?
- Customisation is not so easy and friendly.
- Support services needs to be improved.
- Little slow some times, especially in the event of bulk issues.
- Workflow does not execute some times.
- Support services needs to be improved.
- Little slow some times, especially in the event of bulk issues.
- Workflow does not execute some times.
What problems is the product solving and how is that benefiting you?
- Helping to manage the incidents and end to end closure along with updates.
- Tracking problem issues for repeated incidents.
- CAB approval concept and change management process in case of any major infra change.
- Tracking problem issues for repeated incidents.
- CAB approval concept and change management process in case of any major infra change.
The quality of service that FreshService offers is incredible
What do you like best about the product?
Using the mobile app increases our ability in the field. It is possible to tag resources from using the app to make modifications and updates. We can offer the same level of service on the road as we do inside our offices. We can now find the locations of our assets just by logging on to the Internet. It makes requests for help in the field much simpler, because we don't have to stick to a spreadsheet on the computer. It is also possible to link assistance tickets to objects so that the repairs and alterations we make are more accurate. Integrating chat into our customer site has enhanced our ability to discuss and resolve issues quickly. We have the chat icon on our main client login, through FreshService and our Moodle LMS.
What do you dislike about the product?
At the moment, I don't know the reason, however, there is a correlation between FreshService and Freshchat. However, it is smaller.
What problems is the product solving and how is that benefiting you?
FreshService is the most important service for help desk support ticket distribution. In addition, we have a search engine with customer guidance for knowledge, the integration of an instant messaging chat with Freshchat and links to other systems. We also use FreshService to track the position of our goods. At present, only FreshService's IT department uses this service. It has been under discussion how other departments, such as Library Services or campus operations, could use FreshService to issue tickets and communicate with their customers, in addition to having their own customer site. I would like to see the success of us moving the use of FreshService into those territories.
A powerhouse of features. Slight learning curve
What do you like best about the product?
They are constantly updating the product to support new systems. You can enable your users and even your IT staff to do all kinds of automations. Even to go so far as to do automated password resets with a single click
What do you dislike about the product?
Has a large learning curve. A lot of automations aren't as easy to set up and require scripting and workarounds.
What problems is the product solving and how is that benefiting you?
Helps us track incidents and improve close time. Also useful for demonstrating to upper management the value of of the service desk and IT in general.
Fresh Service _ Best IT Management Service Tool?
What do you like best about the product?
The price at which the tool is being offered and how the customer care executives react to the issues related to the tool, even though those issues might be very easy or difficult.
What do you dislike about the product?
Most of the time, the much-required features that will be helpful within the organization will take more time to develop because they need to adopt those concerning every industry in the world.
What problems is the product solving and how is that benefiting you?
Freshservice helps us organize every customer conversation/communication, which mostly happens in the mail to Incidents where everything will be in one place and helps avoid confusion among those who send and receive the mail. Secondly, it mainly helps us track the number of hours a single consultant works on a single issue to solve them, either within or outside of SLA.
FreshService Ticketing System
What do you like best about the product?
Freshservice records all ticket details, such as the support group, when it was opened, and the time-resolved. It can also monitor the service level agreement or the KPI for the said ticket or concern.
What do you dislike about the product?
Though Freshservice is very useful, to be honest, it is not that user-friendly. The making of forms and service requests is pretty confusing. And updating of information for fields can be time-consuming.
What problems is the product solving and how is that benefiting you?
Since we are in the retail industry, using freshservice to raise concerns gives us the benefits of catering to the concerns. Determining the problem and providing a solution at a specific time is more accessible.
A complete professional solution for Help Desk, Project management and more
What do you like best about the product?
It has a very simple and friendly user interface, while it has huge amount of features for every needs.
It allows to manage complex tasks but also it allows to accomplish daily activities with few clicks.
The admin features behind the platform allows you to schedule, customize, and automate every aspect of how it works, and this ability allows you to fit almost every needs.
It allows to manage complex tasks but also it allows to accomplish daily activities with few clicks.
The admin features behind the platform allows you to schedule, customize, and automate every aspect of how it works, and this ability allows you to fit almost every needs.
What do you dislike about the product?
If you start need additional features, and you have a lot of agents, it's a little bit expensive.
License model does not allow to mix different type of licenses, so if you have some agents that use only a small part of the platform, you pay for all features.
License model does not allow to mix different type of licenses, so if you have some agents that use only a small part of the platform, you pay for all features.
What problems is the product solving and how is that benefiting you?
The Help Desk feature is the most important, Freshservice allows you to easily manage tickets, interact with customers, manage efficiently the IT Team, and automate a lot of repetitive tasks.
Good but had issues.
What do you like best about the product?
It has a lot of tools and it allows us to do a lot with our website. It gives us chats, calls, and emails as options.
What do you dislike about the product?
It has a lot of glitches and sometimes their team is not able to help us solve them. For example, it shows a different number of tickets when you are on the last page than on any other page.
What problems is the product solving and how is that benefiting you?
Customer service. It allows us to provide clear communication with customers through different channels such as live chat and regular email.
Pretty good, very customizable experience
What do you like best about the product?
CRM that is customizable to our department's needs. Works pretty well most of the time. Integrates with our 8x8 system to log calls and create tickets automatically.
What do you dislike about the product?
Email threading sometimes gets confused and merges customer responses from completely unrelated tickets.
No option to multi-select tickets when merging.
Reporting for time logs that should be very simple require a complicated process to setup
No option to multi-select tickets when merging.
Reporting for time logs that should be very simple require a complicated process to setup
What problems is the product solving and how is that benefiting you?
Efficient logging of tickets into our system and getting our agents out of their email accounts and into a system. This works to help reduce multiple people working on the same ticket unknowingly.
Integration with our call system means less time spent logging details.
Integration with our call system means less time spent logging details.
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