Freshservice
Freshworks Inc.External reviews
1,274 reviews
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External reviews are not included in the AWS star rating for the product.
Good ticketing system, but can be better
What do you like best about the product?
Tickets module is good, support is good. The ease of setting up workflows and rules is good.
What do you dislike about the product?
Audit logs are not maintained in detail, so troubleshooting is tough.
What problems is the product solving and how is that benefiting you?
Managing issues reported to various teams by creating tickets in the corresponding ticket groups.
Excellent performance and very unique customization
What do you like best about the product?
It's a quality tool that really lets you customize. It provides the basic necessities to perform functions like creating. The system is highly customizable and very versatile. The software has an excellent support system. Lots of useful features that can be customized quite nicely for submitting tickets. The reports are also very detailed. What I like the most is the ease of use of the application and the compatibility with the users.
What do you dislike about the product?
Sometimes their customer support seems to be ineffective. Also, sometimes it is difficult to know what format the fields should have when completing them. It is a very powerful tool, but it requires quite a bit of customization to make it perfect.
What problems is the product solving and how is that benefiting you?
The tool is extremely easy to install, understand and use. It is an excellent conduit for communication with the IT Department. It also allows users to submit tickets quickly and easily. He has been instrumental in helping our company create a self-service portal for our customers. We can also design the system for our IT needs. There are also many functions that I am still learning about every day. It helps me keep track of all the tickets from our users.
Awesome ITSM for small/medium teams - let's automate your day
What do you like best about the product?
Workflow and automations. It is very easy to set up any new integration and push the tasks in automated way. Currently we are able to save up to 60% time thanks to automation.
What do you dislike about the product?
Multiple options of set up may be overwhelming in the begging, but later, when you become experienced user of ITSM, you can learn how to set up freshservice in the way you prefer.
What problems is the product solving and how is that benefiting you?
One single place for all company tasks and requests. Ideal for company information hub, policies, requests, procedures. It also come with the pre-build integrations with your tools like Google, Slack etc.
Freshservice does what we need it to do and can do more.
What do you like best about the product?
The automation and reminder pieces of our package is what we really like about our Freshservice installation. It keeps us on track and accountable to our workload.
What do you dislike about the product?
The latest layout is not as intuitive as before. In this latest case, I think they changed the layout just for the sake of change.
What problems is the product solving and how is that benefiting you?
Keeping track of our workload and relaying information back to our customers. It also makes it easier for the techs to lookup information from other techs.
Core ITSM is Excellent
What do you like best about the product?
The core ITSM functionality is fully functional and easy to install and use. The incident, Change, Problem, Release are all good and the new Alert management module is a game changer. The integration via webhooks to other FRESH products is good and the Jira integration looks excellent
What do you dislike about the product?
The Project module is ok, however, it records employee time in a different data schema. In big companies with totally different project teams, it is probably ok, but in small to mediums where the project resources are also Level 3 resolvers, this creates issues pulling utilisation and billing reports together adds at least an hour of work per week.
What problems is the product solving and how is that benefiting you?
We are an Managed Service Provider so Freshservice is the core of our service delivery business. Freshservice solves our core ITSM delivery problem out of the box, no customisations are required.
The best Service Desk software on the market
What do you like best about the product?
Easy and even fun to use. Super to configure with elegant orchestration and features.
What do you dislike about the product?
Better integration with zoom, and bring back the slack integration that allows converting slack message history to a ticket.
What problems is the product solving and how is that benefiting you?
Turnkey Service Desk, Asset Management, License Management. All work seemlessly.
The best way to leverage information techniques and grow your business
What do you like best about the product?
It is a great IT-oriented help tool to bring better asset management to the organization and provide help as quickly and accurately as possible to staff across the organization and customers. I like how intuitive it is and the ease of use implied by its good design and simplified processes; in addition, it has a very good ticket manager, which allows us to make a detailed and accurate tracking of tickets from start to finish.
What do you dislike about the product?
It has quite limited filtering capabilities and little help documentation to train new users who are integrated into the use of the software in the organization.
What problems is the product solving and how is that benefiting you?
Freshservice is an indispensable tool today for my organization when working with information techniques to bring better management in generalized terms. How it allows us to manage assets and incidents is incredibly easy and saves us a lot in terms of time and resources, allowing us to work in a more efficient way for the progress and growth of our business.
Good product if not an MSP
What do you like best about the product?
Nice interface and they've made a lot of new features
What do you dislike about the product?
Support could be better, and their analytics could be more powerful. They need a better suite of products as the CRM is lacking
What problems is the product solving and how is that benefiting you?
This product runs our service desk and customer interface
Management of all ours clients from a centralized platform
What do you like best about the product?
I like Freshservice, it is software that has a very easy-to-use interface, no matter if you are a professional or a beginner in this area. From my point of view, Freshservice is one of the best ITSM software that exists, it helps me in the preparation of campaigns and the administration of web pages and social networks, through this software the digital organization of the company and its external cases are well structured. Its price is good because it offers many useful functions, the development of this software is optimal and the results obtained are excellent and of quality, in addition, the support team is efficient, they respond immediately and provide accurate solutions.
What do you dislike about the product?
It is complete software but the mobile version does not compare at all with the PC version, it is difficult to use and it is difficult to adapt to it. I would like this function to improve since at certain times I need to use it on mobile.
What problems is the product solving and how is that benefiting you?
This software has become a fundamental tool in my field of work because it helps me manage to advertise to attract customers; in addition, it helps me provide full support within digital management. Among the characteristics that Freshservice has is that I can use ITSM in each of the aspects, it does not cause any type of problem when interacting with a client and all users have communication. It is a tool that is always advancing, every day it improves and all its updates are better than the previous ones.
Useful IT ticketing tool
What do you like best about the product?
Simple to use
User friendly
Email notifications when new tickets are raised and existing tickets are responded to and closed/status chagned
User friendly
Email notifications when new tickets are raised and existing tickets are responded to and closed/status chagned
What do you dislike about the product?
Search functionality could be improved. It can sometimes be a bit difficult to find details from old tickets.
What problems is the product solving and how is that benefiting you?
Providing a ticket management system for the business across a number of functions including IT, People, Legal etc.
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