Freshservice
Freshworks Inc.External reviews
1,274 reviews
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Servicing to your customers, both internal and external
What do you like best about the product?
Fresh modern UI, cloud-based, with a mobile app available. A significant amount of features to achieve your Servicing needs, integration with tons of third-party apps and vendors, very customizable, and outstanding support.
What do you dislike about the product?
The UI sometimes is slow, at least when comparing it to its younger peer, FreshDesk. It also lacks some Agent-side features that make FreshDesk easier to use and faster to respond and provide the best agent experience.
What problems is the product solving and how is that benefiting you?
We are providing a Service Catalog for our internal and external customers and keeping track and history of cases and steps performed to address them, considering both: the tickets themselves and a wonderful Solutions Database (Knowledge Base). Provide support and information in multiple languages to be able to reach to all our customers world-wide.
Recommendations to others considering the product:
Use it as a First ITSM platform and you'll be amazed of how wonderful it is. If you decide to begin with FreshDesk, stay with it (don't migrate to FreshService).
Great ITSM and Internal Ticketing System
What do you like best about the product?
Freshservice provides a slick interface, fast customer support, and intuitive management. The interface is straightforward for end-users to understand, support tickets receive replies quickly, and making adjustments is easy to understand.
What do you dislike about the product?
There are a few pieces here and there that don't function as expected and a few options that would be ideal but are unavailable. For example, certain fields do not function like others despite containing essentially the same data.
What problems is the product solving and how is that benefiting you?
IT, HR, Payroll, and other internal Helpdesks, Inventory and Asset Management, Projects, Knowledge base, Vendor contracts and calendars, Onboarding, and end-user self-service.
Freshservice is saviour
What do you like best about the product?
Its helped me to streamline the whole helpdesk and optimized the man-hours.
What do you dislike about the product?
Sunset tools are not be informed timely.
What problems is the product solving and how is that benefiting you?
My whole needs in the helpdesk of Admin and IT is available now. Its easy to manage the load.
Recommendations to others considering the product:
Good to go product. Highly recommendable no disappoints for sure
one of the best ITSM tool I have used
What do you like best about the product?
The Functionality spectre, new add-on's, plug-in's, preview features show that the product team does develop the tool constantly.
What do you dislike about the product?
I feel that the fuctionality spectre could also be a kryptonaite to the product as the main goal is to have a ITSM tool.
What problems is the product solving and how is that benefiting you?
Freshservice is your main ticketing system, Freschcaller is our main call center tool. The benefits is that the clients can reach us via Fresh tools.
ITSM without the complexity
What do you like best about the product?
Fresh is an easy-to-implement and intuitive solution for any modern IT team. The web user interface and native mobile applications make it incredibly user-friendly. I've found the post go-live support beneficial, instant chat response and call escalation make CSI simple to implement
What do you dislike about the product?
I've found planning / making changes to fresh to be challenging without a production mirror or complete test environment. Configuration is not versioned, so if you make a mistake, you have to undo it manually. You cannot roll back to a previous configuration.
What problems is the product solving and how is that benefiting you?
We can present an easy-to-use web interface to our customers, driving more self-service and straight threw processing/automation.
We realized almost immediately via simple bi-directional integration with Jira that enabled our service desk to escalate tickets directly into Jira. Updates to comments and status in Jira can be pushed back to Fresh (via API), ensuring the customer always has the most current information.
We realized almost immediately via simple bi-directional integration with Jira that enabled our service desk to escalate tickets directly into Jira. Updates to comments and status in Jira can be pushed back to Fresh (via API), ensuring the customer always has the most current information.
Recommendations to others considering the product:
Enable a feature for enterprise customers to have a complete test solution or instance.
Solid ticketing system
What do you like best about the product?
The workflow automator allows you to automate a multitude of processes.
What do you dislike about the product?
Support for the ITIL/ITSM framework is incomplete.
What problems is the product solving and how is that benefiting you?
In addition to essential helpdesk functions, we use web requests in conjunction with the workflow automator to integrate with other systems. This enables us to have Freshservice perform tasks that formerly required human intervention.
Easy to setup and use
What do you like best about the product?
How easy it is to configure to need your needs.
What do you dislike about the product?
Some of the limitations with configuration
What problems is the product solving and how is that benefiting you?
Automating ticket flows, and inventory management
Best ITIL-based software in cost-benefit
What do you like best about the product?
the automations for ticket assignment and escalation that can be configured in multiple options.
What do you dislike about the product?
the additional cost for asset management, there are very few assets included with the purchase of licenses.
What problems is the product solving and how is that benefiting you?
we have fulfilled specific contracts with a government entity and it has helped us avoid penalties
Recommendations to others considering the product:
It is a very comprehensive tool designed according to ITIL v4, but you need to pay extra to manage assets in quantities greater than 100 units.
Friendly and flexible
What do you like best about the product?
The friendly and flexible nature of the product - I was able to configure it with minimal training to meet pretty much all requirements.
What do you dislike about the product?
Not being able to restore from backup or restore to a previous instance if required
What problems is the product solving and how is that benefiting you?
It was setup for a brand new service desk and was implemented (including requirements gathering, build/configuration, test and training) in less than 3 months and only 26 days of my time.
It has met requirements and has received positive feedback from the user community.
It has met requirements and has received positive feedback from the user community.
Recommendations to others considering the product:
If unsure, you can always take advantage of the trial offer, which is a great feature.
Easy to use for requesters and agents
What do you like best about the product?
I like the ease of use for most of the features.
What do you dislike about the product?
Some obvious things in the system could be improved. For example, when someone is CC'd on a ticket and is not an agent, their reply is documented as a new ticket.
What problems is the product solving and how is that benefiting you?
We are trying to track what types of questions we get asked the most to cater training reads for specific offices. If a particular office is struggling with the same concepts, we can arrange training.
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