Freshservice
Freshworks Inc.External reviews
1,289 reviews
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External reviews are not included in the AWS star rating for the product.
Fantastic tool for managing SLA based tickets
What do you like best about the product?
Workflows and flexible templates are very useful to develop processes as per your needs .
What do you dislike about the product?
Service request template custom data fields do not support table structure. Approvers cannot validate or rectify/contribute to the Service Request.
What problems is the product solving and how is that benefiting you?
Stream lining Master Data Management through Service Request custom templates and managing SAP support tickets.
We do not use Freshdesk to it's full capacity. It's is great for what we use it for.
What do you like best about the product?
All of our tickets are available for general viewing. Each ticket is customizable to set as priority, or who needs to work on it.
What do you dislike about the product?
It is difficult to get the support we are looking for. I have been trying to get something resolved for quite awhile, but I do not have the knowledge to answer the questions they are asking to get this resolved. I have had to get a third party involved.
What problems is the product solving and how is that benefiting you?
We have multiple clients with multiple customers. This program helps us keep everything organized and prioritzed.
Easy to use CRM
What do you like best about the product?
Easy use interface. Can be incorporated with social media app in ease. option to convert calls, messages and comments from social media into tickets. Pre-configured analytics report, which are customisable as per requirment. Different levels access can be assigned as per job role. Detailed report genaration also report can be cutomised as per requirment
What do you dislike about the product?
Report cannot be downloaded from the tool directly and the same need to be downloaded from the link sent to email.
What problems is the product solving and how is that benefiting you?
As we are able to incorporate calling services with the tool and the mobile app no customers are left unattended
Good helpdesking software
What do you like best about the product?
users being able to email in and getting email notifications regarding changes to existing tickets or new tickets being put in
What do you dislike about the product?
requesters cannot put use templates like admin users can which means tickets have less information than they could.
What problems is the product solving and how is that benefiting you?
solves the need to keep track of emails and allows us to prioritize certain tickets, this makes me more productive then we would otherwise be.
Fast, easy and really good service
What do you like best about the product?
That there are always people available to help out. They take the time to find a solution for your issues and they are always able to find out what the problem was. They're also really fast in responding and making sure every question is answered.
What do you dislike about the product?
The product itself has lots of options and features, but sometimes that can also get a little overwhelming and you don't know what kind of features could benefit you. It's hard to figure that out.
What problems is the product solving and how is that benefiting you?
They are helping us support our users on the platform.
Much improved and easy to understand.
What do you like best about the product?
Freshservie has lots of excellent features like - ticketing system, asset management, self-service portal, automation & workflow and reporting & analytics.
What do you dislike about the product?
Integration options, customization limits, pricing, learning curve etc.
What problems is the product solving and how is that benefiting you?
It provide api integration for alerts.
Invaluable Helpdesk Software
What do you like best about the product?
Interface is intuitive, cost is reasonable &mostly solves our needs when it comes to serving clients.
What do you dislike about the product?
Knowledge base management and ticket property customization can feel a bit lacking, some basic QOL features like nested folders are locked behind the highest payment tier.
What problems is the product solving and how is that benefiting you?
Knowledge base resource for clients, client issue tracking and resolution via tickets.
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).
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