Freshservice
Freshworks Inc.External reviews
1,297 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Good service for daily use
What do you like best about the product?
Its ease of use, and that it helps us formalize the company's tickets
What do you dislike about the product?
Nothing in particular, maybe that I don't have a spell checker.
What problems is the product solving and how is that benefiting you?
Agility in the daily work of the department.
Recommendations to others considering the product:
I would just like to have a spell checker when writing an email, thanks.
Stable system with many features and not too complex to learn
What do you like best about the product?
We use this service from before it was called that. The free version has always been enough for our small business, but we have had the opportunity to propose it to a large company successfully. The system is stable and allows you to settings many features and personalizations with small training.
What do you dislike about the product?
For the moment the system works perfectly for our needs
What problems is the product solving and how is that benefiting you?
We use this system to track and manage all tickets and resolution times. The advantage is the great tracking without loss of all communications.
Recommendations to others considering the product:
For the moment no recommendations...
Delivery of high quality services.
What do you like best about the product?
It fascinates me because you can maintain an excellent database for all the activities in progress and solve problems with simple searches. The portal and its navigation are easy to use; In addition, if you ever need help or have a question, the support team is available immediately. Another important fact that makes this program fantastic is that you can create your own forms, indicate the anticipated delivery and specify the costs.
What do you dislike about the product?
Freshservice does not have such a wide integration library, basically it is not a bigger problem but I would like to improve this element. In addition, adding more reports would be good since the available reports are very restrictive. I would only complain about this pair of things, the rest is an effective program.
What problems is the product solving and how is that benefiting you?
In DockYard Inc we have been able to create workflows and customized scenarios for very different support teams with this excellent program, besides that the automation options and the general flexibility of the product are also very positive characteristics that bring us benefits.
Recommendations to others considering the product:
I recommend it because it stands out in problem management, change management and launch management; I think it is important that the information that is entered in the system can help to make decisions, solve problems and monitor the return on investment. It is also very suitable users they want to access information such as tips, configuration standards and verify the status of their own tickets.
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.
showing 381 - 390