Freshservice
Freshworks Inc.External reviews
1,281 reviews
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External reviews are not included in the AWS star rating for the product.
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.
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
freshworks useful
What do you like best about the product?
All products of freshworks are loved by our employees.
What do you dislike about the product?
no bulk application, separate license fee for each application
What problems is the product solving and how is that benefiting you?
call center chat and crm are used with a single license.
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.
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