Freshservice
Freshworks Inc.External reviews
1,274 reviews
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The perfect solution for small to medium sized organization that want to adopt best practice ITSM
What do you like best about the product?
Freshservice has provided us a solution that allows us to implement an ITSM framework. Our team was new to these concepts but quickly came up to speed with the system. We especially like the ability the system gives us to tailor workflows to our specific needs.
What do you dislike about the product?
There have been occasions where the system did not have a piece of functionality that would have made our processes go from good to great. I do have to say however, Freshservice is continually being enhanced and may things we could not do early on in the implementation we can do now!
What problems is the product solving and how is that benefiting you?
Freshservice has allowed us to implement incident and service request management very quickly. Our existing service management system simply could not automate communications and workflows the way Freshservice does.
Freshservice - Make IT management very easy
What do you like best about the product?
Best UI, easy to manage my daily tickets, Admin panel, the navigation, and excellent. Using fresh service from last 5 years, being as IT HELPDESK Administrator.
What do you dislike about the product?
User interface is bit outdated now, UI team must work to match the other products. Otherwise, it is perfect.
What problems is the product solving and how is that benefiting you?
Managing IT Tickets, asset management, inventory management, deligation of tickets, easy to monitor tickets flow between teams.
Recommendations to others considering the product:
Just go with it.
easy , smart and good design
What do you like best about the product?
AI portion , if I sent mail to helpdesk address , then the tichet will be built automatically
What do you dislike about the product?
the survey take too much of my time , I've got other importatant things to do , another thing is that some bug in this service , like combine 2 disconnected email to 1 ticket , that's bad
What problems is the product solving and how is that benefiting you?
benefit: easy to assign & trace
Recommendations to others considering the product:
You will love it after you try it
Good Product
What do you like best about the product?
Worked for me at the time for Ticketing for my clients.
What do you dislike about the product?
issues with going to my Quickbooks Online but it was many years since i used it.
What problems is the product solving and how is that benefiting you?
it helped keep me keep organized with my client issues
Good tool for ticketing
What do you like best about the product?
There are many options to customize and adapt the software to one’s needs.
What do you dislike about the product?
The customer version of the self-help portal is not very friendly.
What problems is the product solving and how is that benefiting you?
We use this tool to manage internal requests and incidents reports in the company. There is also a possibility to create solutions, but we don't use them as much.
Treblatec uses Freshservice and it goes perfect i can help you out
What do you like best about the product?
what I like the most is the tools that I can have the list on the same day I already have the email ready to start receiving my tickets and with a couple of clicks I have it configured I can support you in the implementation
What do you dislike about the product?
what I don't like is that the jump corporate price however is worth it because its features are impressive
What problems is the product solving and how is that benefiting you?
I had to answer all the requirements of my clients and they passed over me but buy services remember the requirements converted into types and scales the tasks that I have not done so that they remind me
Recommendations to others considering the product:
freshservice is the tool you need if you really want to have the technology area organized but also the entire area requirements of the internet area organization with different services can be administration and finance at maintenance consulting legal advice among others all the requirements that come from the internal part of your organization you can manage them with freshservice assign them to agents assign them to the entire department including the general manager you can measure their performance and ability to work
Best Ticketing Ever
What do you like best about the product?
easy to use for ticketing and its configuration, all the automations
What do you dislike about the product?
inventory and asset management is somewhat confusing
What problems is the product solving and how is that benefiting you?
We are performing security ticket management. We use many automations to improve ticket management
The first internal Ticket Management tool, not as good as Zendesk though.
What do you like best about the product?
Since Zendesk is extremely expensive, we went to try out Freshservice. What I like best about Freshservice would be the ability to control workflow at ease. For example, you can create a flow for the ticket to be approved by certain people first before it flows into an inbox. You can do this for knowledgebase article as well. This is something that Zendesk couldn't do. Another feature that I like about Freshservice is its cheaper cost when compared to Zendesk. For the basic functionalities, both Freshservice and Zendesk can do identically the same. However, when it comes to advance feature or user-experience, I believe that Zendesk is better.
What do you dislike about the product?
There are many things that I dislike about Freshservice. Despite being the first internal ticket management tool, agent cannot still rate the customer satisfaction survey. Moreover, the interface for admin is so hard to use. There are so many icons and some icons perform similar functionalities. The Freshservice community is also not as good as Zendesk, the guided articles are hard to understand. It seems that Freshservice is made for IT company and user rather than for the general public. Lastly, I don't like how the knowledgebase feature and analytics feature are combined into the ticket management system. I think a standalone app will allow the features to provide more functionality. For the analytic feature, there are lots of things that cannot be done when compared to Zendesk. Moreover, I think teaching someone how to use it is going to be a pain due to the poor user-experience/interface.
What problems is the product solving and how is that benefiting you?
We explore Freshservice due to the cheaper cost. But, talking about the functionality, I think it is not as good as Zendesk due to what I mentioned above. But, talking about the basic functionality of ticket management, knowledgebase, and analytics, if you can get a cheaper deal than Zendesk, I would go with Freshservice. Basic functionalities are there, advance functionalities, no.
Recommendations to others considering the product:
If you are looking for the basic functionalities of ticket management, knowledgebase, and analytics, go with Freshservice. If you somehow manage to have Zendesk for a cheaper /equivalent price, I'll go with Zendesk.
Freshservice, 2 years on
What do you like best about the product?
Freshservcie is a very capable ITSM tool, setup and implementation is very simple and straight forward, they have clearly put a lot of thought into the UI, as it a very clean yep informative interface, not to busy and cluttered, yet on a single screen provides all the necessary information. Covers a very wide scope of IT services and if your looking for a simple yet effective tool, you have tyo give Freshservcei a look.
What do you dislike about the product?
Not much actually does what it needs to do very well.
What problems is the product solving and how is that benefiting you?
We come form to FreshServcie from a very low starting point with little or no tools or work flow. The job logging and tracking was a game-changer for us, and our clients. The ability to log their own job, get updates, add comments etc changed how we engaed, IT Service management was no longer a black hole. When we added Asset Mgt, self service and service requests, our ability to support our clients just grew and grew .
Best helpdesk software for IT.
What do you like best about the product?
Ease of use, setup, ability to create workflows and customize forms.
What do you dislike about the product?
You can't set up alerts if Freshservice has trouble connecting to the email inbox for tickets. It lost connection to our inbox, and we didn't receive tickets for a whole day until we realized the issue.
What problems is the product solving and how is that benefiting you?
We are categorizing our tickets for meaningful metrics.
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