Freshservice
Freshworks Inc.External reviews
1,274 reviews
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External reviews are not included in the AWS star rating for the product.
It has been a radical change throughout the organization and it has helped us in customer satisfaction.
What do you like best about the product?
The timely collaboration among the support team members. It has been a great experience focused on customer satisfaction and improving our service, giving credibility to our team.
What do you dislike about the product?
I find no disadvantage in Freshservice. It's normal that, being a new tool for us, it takes us a little time to get familiar with it, but it is a wonderful tool and a great help for our clients.
What problems is the product solving and how is that benefiting you?
The resolution time for incidents and service requests has improved significantly, thus increasing our customers' satisfaction and the reliability of the support team.
Freshservice is a great ITSM tool
What do you like best about the product?
What pleases me would be the way that it is possible to fit all the automations, the triggers and make it easier and easier to manipulate and make it fit within the flow of the company. It brings a totally different experience.
What do you dislike about the product?
What displeases me would be the slowness of the site along with the difficulty of understanding with the Freshworks team. And the lack of information within the knowledge base itself, which could be less robotic and more interactive.
What problems is the product solving and how is that benefiting you?
It brought much faster with automation and automation of many jobs that were previously manual, along with that is added all the internal communication with the team
Best Application
What do you like best about the product?
Interface and easy to use and accessable everywhere
What do you dislike about the product?
There is no points for disliking the tool
What problems is the product solving and how is that benefiting you?
Solving the Service Desk problem, Employees can easily able to raise ticket and track it
There Could Be More
What do you like best about the product?
There's a lot to FreshService that can be intimidating at first, but when you start going into things, a lot can be done.
What do you dislike about the product?
In that same regard, MORE can be done. There are features that we've asked to be implemented, with the response always being "not at this time."
What problems is the product solving and how is that benefiting you?
FreshService is what we use for our helpdesk system - users creating tickets and us resolving. We're also using it to track assets and contracts. Having everything in one place helps us out immensely.
FreshService Rocks!
What do you like best about the product?
FreshService helps save time and money by streamlining and automating mundane tasks. We leverage APIs and the Workflow Automator to route tickets, create accounts in 3rd party platforms, export ticket data to google sheets, and further automate our onboarding process by sending equipment orders to our shipping/warehouse management software. These tasks would have otherwise been done manually, saving us hours of precious time and labor. Getting support from the Freshworks team is not only easy, it usually results in a relatively quick resolution.
What do you dislike about the product?
There isn't too much that I dislike. One potential area of improvement would be increased customization of workflows, perhaps a time scheduler that allows you to trigger workflows at a given time and date. For example X days before employee start date.
What problems is the product solving and how is that benefiting you?
Freshservice is helping us keep our agents accountable through ticket tracking and reporting. It allows me to keep my Director and executive team informed, but above all, it helps automate what would otherwise be very manual and tedious tasks.
HelpDesk Tool
What do you like best about the product?
The features of this tool are good and easy to handle.
What do you dislike about the product?
A Lot of integration in the backend and support system.
What problems is the product solving and how is that benefiting you?
Resolving the issues and connecting with users, maintaining records etc
Freshservice
What do you like best about the product?
Asset management is very nice and useful, I also like the portal opened for the end user. It is a nice detail that it automatically responds to the chat with their Freddy Ai.
What do you dislike about the product?
In general, the product does not have a feature that I do not like, sometimes it can be very restrictive. I am uncomfortable with that situation.
What problems is the product solving and how is that benefiting you?
When there is any problem or deficiency of the employees within the company, freshservice helps in this regard.
For a Helpdesk company there internal customer service is terrible.
What do you like best about the product?
The salesperson promised alot of features and functions. Yet the Freshservice hasn't fulfilled on most parts promised. There concepts sounds good on paper but they do not live up to expectations.
What do you dislike about the product?
Their internal Helpdesk customer service is abysmal for a company specializing in Helpdesk software. You send them an issue with screen shots and all the details. Their responses have nothing to do with the issue at hand, and you will need to reiterate the error or issues 6 different ways with 9 different screen shots then still need to hop on a call to show them step by step what the issue is again.
What problems is the product solving and how is that benefiting you?
They were supposed to be a helpdesk ticket management service. But they have not lived up to all the sales teams promises
Freshservice ITSM system -
What do you like best about the product?
The easy way to implement new flows / processes & the slack bot
What do you dislike about the product?
that there's no ability to fully control the the user portal design
What problems is the product solving and how is that benefiting you?
FS is out ITSM system, help us navigating our day to day support cases.
Freshservice - A fresh perspective on ticketing and helpdesk system
What do you like best about the product?
- Fresh and modern interface
- Intuitive and informative dashboard
- Assigning tickets to groups
- Robust ticket automation, workflow and automation
- Ticket notification
- Intuitive and informative dashboard
- Assigning tickets to groups
- Robust ticket automation, workflow and automation
- Ticket notification
What do you dislike about the product?
- Merging of tickets is done bizarrely. It does not append to the end of the original ticket, making understanding ticket notes very difficult.
- Requires a lot of improvement in the above-mentioned
- Interface is sometimes very laggy
- Requires a lot of improvement in the above-mentioned
- Interface is sometimes very laggy
What problems is the product solving and how is that benefiting you?
Freshservice is used primarily as a ticketing and helpdesk system. It is also used for notifications to users when tickets are resolved.
Freshservice is also used partly for project management.
Freshservice is also used partly for project management.
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