Freshservice
Freshworks Inc.External reviews
1,281 reviews
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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.
Very Good
What do you like best about the product?
I like the technology and innovations that are brought to the customers
What do you dislike about the product?
The reports part could be simpler and more intuitive;
Things work, but we need to do a lot of filters and selections;
Make reports and management views simpler and easier to do;
Things work, but we need to do a lot of filters and selections;
Make reports and management views simpler and easier to do;
What problems is the product solving and how is that benefiting you?
Currently no problem;
One stop cloud based IT help desk!
What do you like best about the product?
Clean and easy to use ticketing system that can be integrated to other platforms such as JIRA
with a super simple interface that just works!
with a super simple interface that just works!
What do you dislike about the product?
Ability to configure dashboard with more flexibility.
What problems is the product solving and how is that benefiting you?
Allows us to manage the incoming flow of requests and keep on top of our tasks via an easy to use dashboard.
An amazing technology to manage tickets properly
What do you like best about the product?
It is a perfect platform that strengthens the work of our internal support team. Freshservice has excellent features and allows us to manage our product and service catalog more efficiently, and the ticket issuance and response flow is very easy to follow. The platform is intuitive, easy to use, and has an excellent support service; I love Freshservice!
What do you dislike about the product?
The software is intuitive and easy to understand. However, the initial setup is a bit complicated; luckily, they have an excellent support team that helped us through the whole process.
What problems is the product solving and how is that benefiting you?
Freshservice has helped us improve internal support and has improved communication with end-users. It is straightforward to create tickets and send them via email; it helps us get tickets answered most appropriately.
Recommendations to others considering the product:
It is ideal for work teams to keep productivity high and better manage information and end-user issues quickly. Recommended for any organization, it will improve internal support.
Extremely Simple yet highly advanced ITSM/ESM solution
What do you like best about the product?
1. Simplified UI
2. No Scripting/coding required for workflows
3. Centralized admin console - easily configurable platform
2. No Scripting/coding required for workflows
3. Centralized admin console - easily configurable platform
What do you dislike about the product?
Nothing specific, any organization looking for ITSM/ESM solution can look into Freshservice as it covers all core functionalities
What problems is the product solving and how is that benefiting you?
My organization uses Freshservice as a centralized support hub for all teams. Any employee who needs help with anything from an IT issue to an Insurance query, payroll query, marketing email campaign, etc. simply raises a ticket using Freshservice today.
One of the best Service Desk tool for sales
What do you like best about the product?
Freshservice is web and mobile-based ITSM ticketing tool to track the customer ticket. The more impressive part of this tool is its superb support service. I experienced while working on SSO integration.
Workflow automation is excellent, and any non-technical person by following the documentation, can work on it.
Workflow automation is excellent, and any non-technical person by following the documentation, can work on it.
What do you dislike about the product?
Active Directory and SCCM asset, user syncing need more work.
The ability to automate between tickets and assets needs to work more to attract more
Cost of asset management is little disappointing
The ability to automate between tickets and assets needs to work more to attract more
Cost of asset management is little disappointing
What problems is the product solving and how is that benefiting you?
To track the customer's issues Workflow and automation, Incident and Change management
Easy asset management service
What do you like best about the product?
Freshservice is an easily customizable asset management service. We use it in our company to track all computer hardware related assets from iPads, Macbook, servers, etc.
What do you dislike about the product?
I would like to be able to create some parameters easier. So for example created Asset Tags, I'd like to just be able to restrict the way we label those, so no mistypes can be created and therefore harder to track.
What problems is the product solving and how is that benefiting you?
The biggest problem is just random mistypes during asset entry that can hurt us over the long run in being able to track those assets. Those can pile up in a big company. The benefit is just a great all in one asset tracking service.
Recommendations to others considering the product:
When starting out, make sure to create a asset tag system that is easy to use for your company.
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