Freshservice
Freshworks Inc.External reviews
1,281 reviews
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External reviews are not included in the AWS star rating for the product.
Easy to customise tool
What do you like best about the product?
The most important area of the tool is form customisation and Freshservice meets all complex requirements and it is easy to use at the same time.
Compared to it's competetors, Freshservice provides all ITSM requirements and it is user friendly.
Compared to it's competetors, Freshservice provides all ITSM requirements and it is user friendly.
What do you dislike about the product?
The alert management is still basic. It needs work like able to undo certain actions by us.
It could be made better by enabling service bot for requestors as well.
It also could be made better by providing more branding support for page and browser tab separately.
It could be made better by enabling service bot for requestors as well.
It also could be made better by providing more branding support for page and browser tab separately.
What problems is the product solving and how is that benefiting you?
It helps us to track problems faced by requestors.
We are also able to track problems and keep record of CMDB.
With complete set of ITSM requirements, Freshservice has helped us a lot.
We are also able to track problems and keep record of CMDB.
With complete set of ITSM requirements, Freshservice has helped us a lot.
Recommendations to others considering the product:
Go for this tool if you are looking for complex form requirements and complete ITSM package.
Wide array of features
What do you like best about the product?
The platform is aligned with the ITSM model which is a great benefit for our company.
What do you dislike about the product?
Support can get a bit clumsy and difficult depending on who you talk to.
What problems is the product solving and how is that benefiting you?
Getting all service requests through "ONE" single entry point. Getting a global understanding of the situation at the ITY helpdesk.
Genuine internal helpdesk, but some serious configuration limitations
What do you like best about the product?
I got up and running quickly. I thought I'd get bogged down considering how many features this product has but I was entering tickets within the first fifteen minutes.
What do you dislike about the product?
In some ways the configuration is strangely rigid. The ITIL foundation means that if you don't want to use the established verbiage and workflow you'll find yourself shoehorning your work into one of the modules.
What problems is the product solving and how is that benefiting you?
I solved the biggest problem: entering and managing trouble tickets. The Solutions module allows me to take what I learn from my tickets and add it to an easily accessible knowledge base.
FreshService Helpdesk Software
What do you like best about the product?
Simplicity and adaptability
Encrypted with AES-256-bit standards
FS does not have access to our data
Uses ITIL
Integrates layers and tiers of our IT structure with our customer base
Analytics
Encrypted with AES-256-bit standards
FS does not have access to our data
Uses ITIL
Integrates layers and tiers of our IT structure with our customer base
Analytics
What do you dislike about the product?
Some fields cannot be adjusted. Would like to be able to rearrange the format/ order of field son tickets pages.
What problems is the product solving and how is that benefiting you?
Use it for our organization's helpdesk. Great for tracking and keeping up with user's issues. Can link patterns as problems to resolve systemic issues.FreshService is a fantastic way to keep customers informed of progress.
Recommendations to others considering the product:
Have enjoyed using the product and appreciate that it is hosted stateside on Amazon AWS servers.
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
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