Freshservice
Freshworks Inc.External reviews
1,286 reviews
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External reviews are not included in the AWS star rating for the product.
A robust and flexible tool with room for improvement in support
What do you like best about the product?
Freshservice is a solid and flexible platform that checks many of the boxes for our organization's needs. It’s extensive in functionality, and if you have the right team and resources, you can customize it to suit nearly any use case. From ticket management, integrations with other systems, to workflows and automation, the platform offers a lot of depth and scalability. The interface is modern and generally intuitive, making it easier for users to adopt.
What do you dislike about the product?
The main challenge we face is with the support experience. While the support team is courteous and eager to help, the fact that they are based overseas has introduced a language and communication barrier that makes deeper problem-solving difficult. Their suggestions often feel canned or generic, which doesn't help us implement solutions tailored to our specific environment. This makes it hard to fully adopt some of the more advanced features without investing a lot of time internally.
What problems is the product solving and how is that benefiting you?
Freshservice provides us with a unified platform (a single pane of glass) for managing and tracking tickets across all the organizations we support. This centralized visibility has greatly improved communication and accountability across teams. It ensures that nothing falls through the cracks and that all requests are properly documented and tracked from submission to resolution.
The automation features help reduce manual tasks, speeding up resolution times and improving overall efficiency. It also helps us standardize processes, enforce SLAs, and gather valuable metrics through reporting and dashboards, which aid in continuous service improvement. The knowledge base and self-service portal have helped deflect common tickets, empowering users to find solutions on their own and reducing the workload on our support staff.
The automation features help reduce manual tasks, speeding up resolution times and improving overall efficiency. It also helps us standardize processes, enforce SLAs, and gather valuable metrics through reporting and dashboards, which aid in continuous service improvement. The knowledge base and self-service portal have helped deflect common tickets, empowering users to find solutions on their own and reducing the workload on our support staff.
Efficient Ticket Structuring and Visual Management to Improve SLAs and Real-Time Operations
What do you like best about the product?
Through the service catalog, we were able to structure ticket creation, ensuring proper distribution among teams and, most importantly, accurate categorization and prioritization to meet the expected SLA. Visual management and performance indicators are another key differentiator that allow us to monitor operations in real time and drive continuous improvement in our processes.
What do you dislike about the product?
The integration between Freshworks solutions is not very seamless; we have some difficulties integrating Freshservice with Freshdesk or Freshchat, for example.
What problems is the product solving and how is that benefiting you?
We restructured the entire ITSM and SSC process, ensuring greater efficiency and higher satisfaction for both internal and external customers.
Excellent interface, easy to use
What do you like best about the product?
asset management and ticket monitoring
What do you dislike about the product?
Sometimes it is complex to find some options, otherwise nothing else.
What problems is the product solving and how is that benefiting you?
Customer issues with the solutions handled by the company, management of internal requests.
Fresh Service Newbie
What do you like best about the product?
The overall structure is highly customizable, and the backend development team demonstrates relentless dedication to continuous improvement. Their commitment to refining and enhancing integrations ensures the product is always evolving, making their drive a refreshing and inspiring force.
What do you dislike about the product?
Some features could benefit from further refinement, particularly the service bot integrated with Teams. It appears that its functionality could be expanded to enhance interactions with our customers more effectively.
What problems is the product solving and how is that benefiting you?
They are continuously updating the product which each and every feature being added helps our company in some sort of way.
Great servicedesk software that integrates with almost anything
What do you like best about the product?
Simple, cloud based, ticketing system. Straightforward integration, and nicely pulls up user info with tickets. Has a lot of features under the hood as well, and a great amount of customization. Kind of fun to discover new tools like the email commands, and there seems to be a never ending amount of new features added regularly.
What do you dislike about the product?
Lots and lots of features, some are excellent, some need a little more love to reach efficiency. Reporting is the life's blood of the Service Desk. Some obvious reports aren't there and you'll have to make, which takes a bit of time to master. Also, there should be a refresh timer on the Ticket List screen. Like, be able to set how many seconds before the next refresh. It refreshes, but I want tickets to show up instantly, not 30 seconds from now.
What problems is the product solving and how is that benefiting you?
Consistency and timeliness were some problems I wanted to fix by going to Freshservice. Setting it up wasn't much of a problem. Our internal processes when dealing with tickets was more of a problem. Reporting and SLAs are right there in front of us, and with instant messenger integration, I can get instant notifications when SLAs are missed, or tickets come in high priority.
Very good Product
What do you like best about the product?
The time it takes to get used to Freshworks when you implement it is straightforward, It is nice and easy to implement and get the process of the ground. The user base is very easy to use and getting the system to how you like it is very nice. This is now used every day by our IT teams and the integration is being considered by other departments.
What do you dislike about the product?
The backened system is quite hard to understand, There customer support is very script based and doesnt help in all cases.
What problems is the product solving and how is that benefiting you?
Implemented a very good IT system and helped us massivly in IT.
Freshservice change how i handle my IT department
What do you like best about the product?
ease of implementation and quick adaptation.
What do you dislike about the product?
can be a little cheaper in price for per user per month.
What problems is the product solving and how is that benefiting you?
Ticket Reply and asset management
Improved response time to incidents by 25%
What do you like best about the product?
As the I.T. Manager, I value the reasonable pricing, strong SLA capabilities, detailed reporting, and the transparency into agent-assigned incidents and tickets. What stands out most, however, is that this solution has reduced our incident response time by over 25%.
The setup was straightforward, easy to use, customer support has been reliable, and it's become a tool we rely on daily. While we haven’t yet explored the many integration features, we plan to take full advantage of them in the near future.
The setup was straightforward, easy to use, customer support has been reliable, and it's become a tool we rely on daily. While we haven’t yet explored the many integration features, we plan to take full advantage of them in the near future.
What do you dislike about the product?
There are really no cons to Freshservice that we have found to date.
What problems is the product solving and how is that benefiting you?
Freshservice helps our IT staff stay on top of incident tickets, ensuring nothing slips through the cracks. It also adds a sense of urgency by flagging tickets when SLA deadlines are approaching, helping us stay accountable and responsive.
FreshService has made it easier for users to interact with our ITSM tools.
What do you like best about the product?
With FreshService being cloud based, it has made it easier for users and agents to interact with the helpdesk eliminating the requirement for users to VPN into our internal LAN to access ITSM tools. We have also enabled SSO with FreshService making it much easier to access.
What do you dislike about the product?
On rare occasions, maybe once or twice a year for brief periods, FreshService may become inaccessible due to issues in the cloud.
What problems is the product solving and how is that benefiting you?
FreshService has allowed our end users to access the incident management system from anywhere on the internet. Also, with FreshService providing resolution suggestions as users enter ticket data, this has resulted in a 10% decrease in ticket escalations.
Great IT service desk tool
What do you like best about the product?
I like the customizeability of the Freshservice tool and that you can collect your whole suite in one place.
I also really like their big API documentation
I also really like their big API documentation
What do you dislike about the product?
The documentation for expressions in Workflow automator could be better.
What problems is the product solving and how is that benefiting you?
We can collect all our data in one place, which we can then use as the source of truth.
We have tickets, guides, contracts, softwares and all our users. We can run almost all operations from within Freshservice.
We have tickets, guides, contracts, softwares and all our users. We can run almost all operations from within Freshservice.
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