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.
Freshservice, full with features, and easy to set up
What do you like best about the product?
What I like the most about freshservice is the multitude of features it contains and how quickly they add new features or improve existing features
What do you dislike about the product?
The worst support experience I've ever had. Went to their website because I needed assistance, and used the "live" chat feature which promised average reply of 5 minutes, I got a reply after a couple days on email which told me they will look at my case and respond -- 6 days later still haven't heard anything back from them. At the same time opened an email ticket, hasn't even been acknowledged.
What problems is the product solving and how is that benefiting you?
We are solving our companies IT ticket submission with freshservice, by using the freshdesk software provided by freshservice.
It is a very effective performance measurement tool and more over it is a very user friendly tool.
What do you like best about the product?
The best thing i like about the freshservice is the support from the customer support. They are timely response to the query, always solve the problem in given time line.
What do you dislike about the product?
The Dislike about the freshservice tool is sometimes it could not sync with cloud server on time and also the main thing the customisation is not available according to us.
What problems is the product solving and how is that benefiting you?
We are basically using the freshservice for end user, so for us it is now much more reliable to resolve there issues in a timeline and also enhance the productivity of agent.
My FreshService Experience
What do you like best about the product?
FreshService is a very advanced ticketing tool with advanced features like the ability to sync AWS accounts, Pagerduty accounts etc... Also the new improved workflow automator is amazing and lets you automate many things such as change creation etc.. . To summarize my experience with freshservice so far for the past two years has been very good and I'm definitely planning on continuing the service for the years to come.
What do you dislike about the product?
Nothing So far. Everything seems perfect.
What problems is the product solving and how is that benefiting you?
Freshservice comes in very handy during audit times and also is easy to sync with AWS accounts.
Able to tailor fresh service to what we need
What do you like best about the product?
Fresh service allowed our company to move of off emails.
What do you dislike about the product?
every now and then i run into something that freshservice is missing. like maybe a live chat feature for agents.
What problems is the product solving and how is that benefiting you?
added visibility for the user and IT management to keep track of re-occurring emails
Beautiful for admin and end user
What do you like best about the product?
Ux is great from both the admin and end user portal. Integration with gsuite makes this makes this a game changer vs our previous product.
What do you dislike about the product?
Service catalog fields should be connected to incident form fields. Having to build lists multiple times is frustrating.
What problems is the product solving and how is that benefiting you?
Self service portal and being able to provide a clear concise message to our end users.
Start-up ITSM Tools that provide good user experience
What do you like best about the product?
Simple, User-friendly, Evolutive, Visual & good support.
What do you dislike about the product?
Product is still young and some options / fonctionalty need to be improved / created.
What problems is the product solving and how is that benefiting you?
Support & End-user self service centralisation
Recommendations to others considering the product:
Good quality/price SD Tools & really easy to use by end-users
Fresh Service
What do you like best about the product?
I like the range of filtering options available for viewing tickets, which are very powerful. I also like the integrations supported, including SSO with Google and Jamf Pro for asset management.
What do you dislike about the product?
It's hard to maintain multiple conversations in a single thread - for example a conversation with an end user about a broken device, and a separate but related conversation with the vendor about a replacement - since the reply button forces the reply goes to the person who logged the ticket. While you can use the forward button, this doesn't maintain a consistent track of the email chain, so replies, etc. get cut out and the conversation can be disjointed.
What problems is the product solving and how is that benefiting you?
We use Fresh Service for tickets and change management primarily and will soon begin using it for asset management.
A great online tool with a lot of potential.
What do you like best about the product?
The company can have all the requested tasks in one place, and you can make reports of them. Also, they have a tool that make easier having information available for anyone called ¨Knowledge Base¨.
What do you dislike about the product?
There needs to be a way to make reports from the projects (individuals or in group) that are made in the platform. More tools to measure the projects and all the information in the platform, like weekly and monthly reports.
What problems is the product solving and how is that benefiting you?
Having all the requested tasks in, form of tickets, in one place.
Recommendations to others considering the product:
If you want all your information in one place or you don't want to have a lot of mails with the same requests, this is your solution.
Better than Good
What do you like best about the product?
Easy for admin even to manage.. quick backed support.. dashboard etc.
What do you dislike about the product?
if a multiple agent in different group.. machine learning should be there to decide whether will be suitable group to auto assign.
What problems is the product solving and how is that benefiting you?
this is being used at xceedance as a ticketing tool across all IT backend team.
Easy to manage
What do you like best about the product?
Pretty simple to understand. I've been using it for a day only and the trial give me a great feeling about the solution.
What do you dislike about the product?
The only thing I dislike for the moment, is the fact that I won't have everything the solution has to offer if I choose to got with a lower subscription. Wich is totaly understandable. Not mad about it.
What problems is the product solving and how is that benefiting you?
We are going to fix internal technical problem. Only concerning the information system and all the tools we are developping for our entreprise.
Recommendations to others considering the product:
Try it first to see if this suit your need's.
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