Freshservice
Freshworks Inc.External reviews
1,281 reviews
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A for Freshservice
What do you like best about the product?
I love the ease of submitting and organizing tickets.
What do you dislike about the product?
It's difficult to integrate into other teams.
What problems is the product solving and how is that benefiting you?
We are making the process of reporting incidents much more efficient.
Not bad for a ticketing system
What do you like best about the product?
I like the ability to let me IT team know I am having an issue and they can easily solve it by assigning it to the correct person.
What do you dislike about the product?
I haven't gotten too far into Freshservice, but we have been looking into it for our ticketing system, and I think on that front it may be challenging to assign and keep all of the tickets straight for our particular team structure.
What problems is the product solving and how is that benefiting you?
The issue of it possibly not working for the marketing team. I have realized it is a great way to interact with IT and helps to ensure someone will see my ticket and resolve it as quick as possible.
Recommendations to others considering the product:
Make sure if you are purchasing for an entire company and multiple teams to use that it will support all of the different team structures. It may work great for one team, and barely at all for another. It may not be a one size fits all product.
Improved our Department Image in a fastest way ever
What do you like best about the product?
Flexibility and ability for developing more
Clear Roadmap started to be here
Clear Roadmap started to be here
What do you dislike about the product?
A couple of limitations However we believe it's under development
What problems is the product solving and how is that benefiting you?
Information Technology related problems (Voice, Network and Servers infrastructure)
We've benefited from the system applying ITIL Standards within the company which greatly enhanced the communication between the IT Department and end users
We've benefited from the system applying ITIL Standards within the company which greatly enhanced the communication between the IT Department and end users
A great, hassle free, easy to setup software
What do you like best about the product?
I like how easy it is to get going on freshservice, with very little fuss, we were using it within an hour. All the people we have spoke to have been very nice to us and extremely helpful too
What do you dislike about the product?
At the moment, we've had no issues whatsoever to complain about
What problems is the product solving and how is that benefiting you?
We had no helpdesk solution at all, so this has ticked a box for us and made instant efficiencies
Service desk software that makes it really easy for users and support staff alike
What do you like best about the product?
I like that for users needing to request a support issue, the process is as simple as sending an email to a designated address and support staff get a notification that a new ticket has been raised.
What do you dislike about the product?
Whilst there is excellent reporting data available on requests closed, an average time to resolve etc. a great improvement would be to provide some real time info graphic data to each support staff user as part of their interface when working their queue.
What problems is the product solving and how is that benefiting you?
Through Freshservice, we're able to identify what areas of the business consistently encounter similar problems and look to devise a preventative strategy with which to proactively combat said issues.
Recommendations to others considering the product:
There is no substitute for user experience, you have to have a system where for users requesting support they're simply opening up a new email, typing a quick summary and concise subject and sending to a specific address, and then knowing that that's all it takes to register a support request in the queue.
Administration asset
What do you like best about the product?
I can administrate my asset in a wbe platform
What do you dislike about the product?
I use this service to management the asset and it working fine. I don’t have any dislike.
What problems is the product solving and how is that benefiting you?
The problem that I solving is the asset management.
Freshservice
What do you like best about the product?
Easy to use and maintain.
Great self service for end users too
Great self service for end users too
What do you dislike about the product?
Not much information/ marketing on what the new releases include.
What problems is the product solving and how is that benefiting you?
Self service portal which is easy to use and maintain
Recommendations to others considering the product:
Have a look at other customer systems to get a development idea
Freshservice as the main tool for Managed & Support Services
What do you like best about the product?
The simplicity & new UI
Mobile Applilcation
API integration
SLA management & ticket control
Ease of Administration and configuration
Mobile Applilcation
API integration
SLA management & ticket control
Ease of Administration and configuration
What do you dislike about the product?
Dashboard without customazation
App Market still with few integration
Asset Management for MSP
Location Management for MSP
Agent GUI rules (frontend rules for forms with field visibility management per user)
App Market still with few integration
Asset Management for MSP
Location Management for MSP
Agent GUI rules (frontend rules for forms with field visibility management per user)
What problems is the product solving and how is that benefiting you?
Service level Agrrement Compliance and execution
Recommendations to others considering the product:
Ease of use and wuick implementation and startup
Quick and easy to setup
What do you like best about the product?
Fresh service sales & support team, they supported complete migration.
What do you dislike about the product?
not HIPPA compliance, my company is health care domain. Fresh service and their other products are not compliance. due this reason we cant use other products but we like all products expecting in future you guys will get HIPPA compliance
High price in Asset management.
High price in Asset management.
What problems is the product solving and how is that benefiting you?
business continuity & Technology availability. drastic improvement in the IT support and most of the issue we are able to resolve via Knowledge base itself.
Recommendations to others considering the product:
HIPPA compliance
Excellent Helpdesk to Get Set Up On
What do you like best about the product?
A great little service desk. Freshservice is mostly focused on IT based work, but has been found to expand into other areas of technical industry that it's sister product Freshdesk might not cover. It's straightforward to use and through version upgrades seems to have gone from strength to strength to improve the brreadth and depth of what it can cover. Whilst limited as a free customer (understandable) there is a fairly reasonable amount of access you have that, without going to the trouble of setting up and hosting your own service desk, is available to you instantly from signup, and moreso when a plan is upgraded to a higher tier.
For a sizable team working in the IT Industry or similar, I would definitely recommend giving Freshservice a good try, and not to be afraid to ask for help from the friendly customer support team if you have any specific requirements.
For a sizable team working in the IT Industry or similar, I would definitely recommend giving Freshservice a good try, and not to be afraid to ask for help from the friendly customer support team if you have any specific requirements.
What do you dislike about the product?
Difficulty in adding custom fields to work with other integrated services (such as Slack) as a free customer to the helpdesk. Whilst integrations work really well on the Service desk there is a limited amount that the custom ticket fields will allow you to do outside of the system.
The solution could also benefit better with a sliding scale business plan, similar to how Slack prices it's use - based on measuring real-time use month to month of users in a workspace (or in this case Agents in an organisation) and charging based on that rather than fixed rates.
The solution could also benefit better with a sliding scale business plan, similar to how Slack prices it's use - based on measuring real-time use month to month of users in a workspace (or in this case Agents in an organisation) and charging based on that rather than fixed rates.
What problems is the product solving and how is that benefiting you?
Allowing our Educational Technology Services to log problems the same way many departments such as IT or Estates and Facilities would in an organisation. Using the Solutions page we can also answer frequently asked questions or repeated tickets reported from service users. Also allows us easily to track progress of jobs between technicians easily and communicate to our staff any measures that are put in place.
Recommendations to others considering the product:
Definitely worth a try. Depending on your industry it's worth considering sister products Freshdesk and Freshsales to see if they may fit you better. If this suits your industry consider extending your trial to the free plan in an isolated team and work your way up to full scale use as people realise how easy to use and powerful this tool can be.
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