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.
Very hard to find an ITSM solution that competes with it, it's incredibly good
What do you like best about the product?
I love it, it is a user-friendly tool with a very friendly interface that makes things easier for expert and novice users. Currently, I consider it to be the best ITSM tool on the market, it brings a lot to the business organization and its use cases are extensive. The price of this tool is fine if we take into account everything it offers, how fast it works and the results obtained. The quality of their support team is high, they are always available when there is an incident or simply a question.
What do you dislike about the product?
I am surprised how difficult it is to use the mobile application, on the other hand, I think that the database query times could be optimized.
What problems is the product solving and how is that benefiting you?
Freshservice has become the main weapon in our contact center because of the subtle and efficient way it helps manage queries from other users and facilitates support internally and externally. Thanks to its features we can take better advantage of ITSM in every way, improve problem resolution for all users, query and track user communication, implement knowledge bases to solve common problems faster, and much more. It is a tool with wide scalability.
Recommendations to others considering the product:
Visually and functionally it is simply amazing and adapts in an amazing way to any contact center environment; it is a powerful weapon for internal and external support people and a win-win for companies that implement it.
FreshService is a great ITSM tool
What do you like best about the product?
I like the fact it is cost-effective and shows a lot of value as it comes with a ton of features for its pricepoint. I am used to using ServiceNow and FreshService can compete with SN from an ITSM standpoint.
What do you dislike about the product?
The limitations in portal design and the need to be an HTML coder. I havent been able to see if we can have parent portal pages with child pages and designing these will require coding expertise.
What problems is the product solving and how is that benefiting you?
Full ITSM tool and reporting of the customer requests. It enables me to create support information back to customers and report back internally to the team and to upper board management.
Freshservice is a very helpful tool.
What do you like best about the product?
Creating workflows is a simple process. I quickly figured out how to utilize all of the options in the Admin section. The entire experience is pleasant and straightforward to use with a contemporary appearance and attractive iconography.
What do you dislike about the product?
The layout may be more refined. I prefer designs with little excess space and padding so that I can view elements clearly and fast.
What problems is the product solving and how is that benefiting you?
Random typos that happen when entering assets are the biggest threat to our ability to keep track of them over time. In a big business, these can add up. The advantage is a full service for keeping track of assets.
Recommendations to others considering the product:
I believe you should utilise this programme since it will be of great assistance and offers excellent tech support to answer any issues you may have.
Excellent ITSM product
What do you like best about the product?
Freshservice has allowed a much better picture of the support status of our internal client base and allowed us to provide better SLA response times to the clients.
What do you dislike about the product?
My only issue with Freshservice is the language customisation issues within the Onboarding forms. Currently, you are unable to have more than 1 language on the onboarding form and as our company spans multiple countries this is an issue where the user's first language is not English.
What problems is the product solving and how is that benefiting you?
Freshservice has enabled us to provide superior service to the users over our previous helpdesk solution allowing for more efficient working.
Powerful ITSM Tool
What do you like best about the product?
all possible ways of handling a Ticket - displayed in a single view, easy to share the document and secured links,
easy to search a required ticket, and easy to read all thread conversion in a single page ( better than Zendesk)
easy to search a required ticket, and easy to read all thread conversion in a single page ( better than Zendesk)
What do you dislike about the product?
I love all, it's expensive but reaches user expectations and worthy application
What problems is the product solving and how is that benefiting you?
Creating Tickets, and assignments for the individual person, and follow-up till the completion.
Fast & Serious
What do you like best about the product?
I like the simplicity of the web interface and the excellent user experience
What do you dislike about the product?
It still lacks some functionalities like a better contract and purchase order management.
What problems is the product solving and how is that benefiting you?
It's our organizational ITSM, so all problems, requests, tickets are going through it.
Excellent Product
What do you like best about the product?
It was very easy to configure right from the start.
What do you dislike about the product?
So far we have not encountered anything we dislike.
What problems is the product solving and how is that benefiting you?
Our deployment has helped the various teams within IT come together to provide better customer service with an easier ticketing system. We have faster resolution of client issues; we can easily collaborate when troubleshooting issues among teams.
Excellent Help Desk Tool
What do you like best about the product?
FreshService has made it much easier for our Help Desk team to manage and search our Help Tickets.
What do you dislike about the product?
Sometimes, FreshService picks the view when I first open up the portal and it's not my preferred view.
What problems is the product solving and how is that benefiting you?
We are able to manage Help Desk tickets more efficiently, as well as view our assets with detailed information.
Latrobe City Council review of Fresh Service
What do you like best about the product?
The knowledge base that allows our staff to access information without IT having to be involved (except for writing the articles).
What do you dislike about the product?
I find it a bit annoying that the editors for different modules have different capabilities. They should all have the same abilities (bullets and numbering, Text formatting, insert pictures).
What problems is the product solving and how is that benefiting you?
Our staff love the service catalog; we need to build more items and advertise to our staff that they are there.
Recommendations to others considering the product:
Keep developing and standardise things across all the modules.
FreshService, the perfect sized ITSM platform for your business
What do you like best about the product?
How everything ties together in a single pane of glass.
What do you dislike about the product?
There are some needed features that need to be added however, support is good at adding your ideas to the production pipeline.
What problems is the product solving and how is that benefiting you?
Tickets not being replied to, SLA's not being met. Tickets languishing in the queue for long periods, FreshService resolved all of that.
Recommendations to others considering the product:
Just dive in and explore all the settings. Likely if you can think of a way to perform the task you need, then there is a way to set up FreshService to meet this need.
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