Freshservice
Freshworks Inc.External reviews
1,281 reviews
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Great product!
What do you like best about the product?
The versatility of Freshservice is what I like best about it, its customizable to your needs and easy to configure.
What do you dislike about the product?
My only complaint would be that it is hard to find somethings from time to time, but fresh solutions and customer support are great and help me through whatever I need.
What problems is the product solving and how is that benefiting you?
Asset management and a help desk ticketing system were the big focus for us and Freshservice has made the process so much smoother. As stated before the ability to customize the ticketing system and have items auto assign to groups or agents is great.
Easy to use helpdesk platform
What do you like best about the product?
- Easy to raise tickets to various departments, either via email or Freshservice Portal
- Intuitive interface which allow users to browse popular solutions and services to minimise the amount of tickets
- Requesters are always informed about the status of their request (via email and Portal) as well as who handles the request
- Single sign-on allows logging in to the Portal, hassle free
- Integration with various other tools like Slack
- Intuitive interface which allow users to browse popular solutions and services to minimise the amount of tickets
- Requesters are always informed about the status of their request (via email and Portal) as well as who handles the request
- Single sign-on allows logging in to the Portal, hassle free
- Integration with various other tools like Slack
What do you dislike about the product?
As a Freshservice user, there is nothing I dislike from this product.
What problems is the product solving and how is that benefiting you?
Allow requests to be handled promptly without falling through the cracks
Ownership and accountability of requests
Ownership and accountability of requests
Simple and responsive interface
What do you like best about the product?
The freshservice app is very impressive.
What do you dislike about the product?
Would prefer the report options to be more user-friendly.
What problems is the product solving and how is that benefiting you?
Our users are now engaging more with logging IT support tickets because of FreshService and are using the solutions section to resolve common faults without constantly contacting IT support.
Recommendations to others considering the product:
Trial it with a few members of staff and you will find it is very good at engaging users to log IT tickets when they would usually just come and disturb you instead while you are busy with other users.
Great system for managing a Service Desk and improving all the time!
What do you like best about the product?
The ability to track tickets (incidents and service requests), assets, problems and changes all in one place.
Additionally, the UI is mostly great and intuitive and the support staff at Freshservice are friendly and helpful.
The Workflow Automator is also fantastic as it allows you to modify and route tickets according to your own criteria.
Additionally, the UI is mostly great and intuitive and the support staff at Freshservice are friendly and helpful.
The Workflow Automator is also fantastic as it allows you to modify and route tickets according to your own criteria.
What do you dislike about the product?
There is some UI clunkiness, mainly in constructing search criteria however I'm sure these will be addressed soon. Their rolling release cycle and constant updates have ironed out many of my previous gripes. They seem to listen to requests for new features and UI tweaks.
What problems is the product solving and how is that benefiting you?
Freshservice allows us to manage all of our Service Desk tickets and Assets in one place and has really useful analytics and reports. Self-service for users is facilitied by the ability to write solution articles
It is an invaluable tool for our small team when managing our large user base and managing their expectations.
It is an invaluable tool for our small team when managing our large user base and managing their expectations.
Recommendations to others considering the product:
Freshservice is doing a lot of things right and is continually improving. It's our total solution for Service Desk management and integrates really well with other services and software.
Freshservice has been wonderful
What do you like best about the product?
Freshservice is easy to navigate and to use. We like how easy it is to customize it to fit our needs.
What do you dislike about the product?
We wish the reporting features were more robust. We have to export raw data into Excel to get the metrics we are looking for.
What problems is the product solving and how is that benefiting you?
We are able to prioritize our work more efficiently. With the SLA policies we can keep our tickets updated and/or resolved in a timely manner.
Good Value with Easy setup and Great Support
What do you like best about the product?
Easy to setup and get running, on the higher plans everything you need is included.
Self service portal is easy to work with and for users to navigate.
Agents like the product and it's a great step up from our old system
Self service portal is easy to work with and for users to navigate.
Agents like the product and it's a great step up from our old system
What do you dislike about the product?
Deletion of agents upsets the call stats.
Some configuration isn't possible though it seems easy to implement
Lack of good Gsuite integration
Some configuration isn't possible though it seems easy to implement
Lack of good Gsuite integration
What problems is the product solving and how is that benefiting you?
Good statistic production, this has been improving steadily over the last 2 years, with reporting and dashboards now producing easy to work with call stats automatically.
Recommendations to others considering the product:
check it does what you need out of the box, as feature requests take time.
Great ticketing system
What do you like best about the product?
I love the Scenarios and canned responses features. I use this for our IT support team to handle repetitive tickets or sending to the proper groups and teams we have within our instances. I enjoy this ticketing service masks your email and has it just reply as the ticketing service. I love the fact we can have our assets within Freshservice as well
What do you dislike about the product?
I dislike only one person can be assigned to a ticket and only one person gets credit although credit for a ticket doesn't matter within our company. I also wish there was a way for Agents to mark themselves as Out of office vs an admin having to make a workflow.
What problems is the product solving and how is that benefiting you?
We are solving internal users issues problems by having them email our Freshserivce ticketing service and we tally out the tickets and assign to the proper groups or respond to the inquiry. This is much better at tracking users issues vs them slacking you and its a way to keep track of the many different issues users may have.
Awesome
What do you like best about the product?
Ticketing system and Inventory checklist with notification.
What do you dislike about the product?
Still, not yet interaction with workplace and other app VNC
What problems is the product solving and how is that benefiting you?
First, the track recorded of the call ticket and with the report. the instragetion small app helps a lot it get a proper report of assets to report ad we can track the assets in Org.
Recommendations to others considering the product:
Yes, we are suggesting freshservies to some of you NGO partners.
Very Solid and Customizeable platform
What do you like best about the product?
Workflow automator capable of many tasks. Wide array of plugins. Intuitive interface. Intuitive and fairly powerful Analytics interface (skip the reporting tool for complicated stuff, go straight to the more powerful Analytics tool.) Highly customizable in both aesthetic and function. So much of the portal just works....which is huge. While I'm going to list a bunch of criticisms, that's because this portal is so tantalizingly close to being perfect that I'm listing *everything* I could possibly want.
What do you dislike about the product?
SLA's cannot be run against custom ticket-fields.
SLA's offer setting up multiple "business hours" policies, but those policies are necessarily tied to a group(s). Would be nice to be able to apply different business hour-policies according to conditions we define (say, we want tickets with the value "A" in a custom field to be supported 12-hours a day, but those with "B" in the custom field we want the 8-hour business hours to apply.
The Workflow Automator can conditionally set "Priority" field, but cannot set the "Impact" and "Urgency" fields the portal uses to determine the Priority via the Priority Matrix. That said, you can just build your own matrix using custom fields and do it that way...you just need to then disable the Default Priority Matrix.
SLA's offer setting up multiple "business hours" policies, but those policies are necessarily tied to a group(s). Would be nice to be able to apply different business hour-policies according to conditions we define (say, we want tickets with the value "A" in a custom field to be supported 12-hours a day, but those with "B" in the custom field we want the 8-hour business hours to apply.
The Workflow Automator can conditionally set "Priority" field, but cannot set the "Impact" and "Urgency" fields the portal uses to determine the Priority via the Priority Matrix. That said, you can just build your own matrix using custom fields and do it that way...you just need to then disable the Default Priority Matrix.
What problems is the product solving and how is that benefiting you?
inventory management, ticketing, ITSM
Recommendations to others considering the product:
This is the closest thing to the "perfect portal" I have come across.
We've had to compromise on a few minor things, but overall this has been the most capable portal I have used.
We've had to compromise on a few minor things, but overall this has been the most capable portal I have used.
A Fine Product - With Minimal Shortcomings
What do you like best about the product?
The ease of setup with FreshService is great.
What do you dislike about the product?
There can be lacking features at times, but there seems to be more and more things getting added all the time. If I'm ever lacking something, it's usually not for long.
What problems is the product solving and how is that benefiting you?
We use it as our primary ticketing system. All requests are now routed through this as well. The portal has allowed users to answer their own questions with our published solutions. And we now have better business continuity all around.
Recommendations to others considering the product:
Just got for it. If you're looking for something nearly as good as ZenDesk, but for less cost, this is your answer.
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