Freshservice
Freshworks Inc.External reviews
1,281 reviews
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What do you like best about the product?
Helpdesk module
Solutions module
Flexibility
Solutions module
Flexibility
What do you dislike about the product?
The unextended functional of Assets module.
What problems is the product solving and how is that benefiting you?
Managing employees requests.
Resource management
Resource management
Recommendations to others considering the product:
Advanced ticketing system. some functional can be used free.
Very good
What do you like best about the product?
Besides their good system, they have a awesome support
What do you dislike about the product?
When the user reply an e-mail it creates a new ticket
What problems is the product solving and how is that benefiting you?
We're able to provide helpdesk for our customers
Easy to use, yet plenty of features
What do you like best about the product?
The site is very easy to navigate around for both agents and users submitting tickets. The free version is a perfect solution for incident management in small companies. The different levels of Freshservice is very convenient for a company that does not need too many features. The different settings/features covers everything we need.
What do you dislike about the product?
I may be wrong about Freshservice not having this feature but I would like to change how long tickets should be open for and when they should be due.
What problems is the product solving and how is that benefiting you?
We are making sure tickets get answered/resolved in a timely manner. It causes less confusion on how tickets were resolved and when than when trying to keep track of everything via email. The "Solutions" section speed up time by looking there for solutions to previous/frequent problems.
Awesome service and platform!
What do you like best about the product?
Integrations, ticket managements, ease of use, extensive features, and so much more!
What do you dislike about the product?
No option to issue and print a work order for assigned tasks, where customers can sign upon completion of the task. Mobile application is very limited, doesn't show the complete contact profile with all the information, and would be great if customers could sign on the phone for completed tasks/work orders.
Also, we've been using Freshdesk before we moved to Freshservice, and while we found it more intuitive, we believe that some features/integrations would be a great addition if they were available in freshservice as well and not only in freshdesk.
Also, we've been using Freshdesk before we moved to Freshservice, and while we found it more intuitive, we believe that some features/integrations would be a great addition if they were available in freshservice as well and not only in freshdesk.
What problems is the product solving and how is that benefiting you?
We are servicing Point of Sale users by providing remote support to our customers. The helpdesk and the customer portal are both user friendly, and both us and our customers enjoying using it.
Friendly both for user and agent
What do you like best about the product?
The interface is user friendly. Reasonable price, can integrate with many applications
What do you dislike about the product?
Some function is not very flexible, such as Satisfaction Survey as have only 3 options and cannot adjust it.
What problems is the product solving and how is that benefiting you?
ITIL Life Cycle
My Freshservice Review
What do you like best about the product?
I like the simplicity of submitting tickets
What do you dislike about the product?
I haven't had much luck with the asset management part of freshservice
What problems is the product solving and how is that benefiting you?
A simpler ticketing system with more flexibility than our old one.
Great Job
What do you like best about the product?
It simple to use booth for employee and IT specialist. It's flexible and it allows to show to the IT the entire mount of issue and work on for build strategy asset based on the statistic provided by Fresh service portal
What do you dislike about the product?
Nothing special. Once you learn how to use (and it's quite simple) there is no particular point of dislike
What problems is the product solving and how is that benefiting you?
All IT case are mapped on Freshservice. We had the opportunity to make some stats based on the case opened and find out some solution to improve our system.
Tailored for my business
What do you like best about the product?
Fresh Service has integrated everything I need for a Ticketing/Project Management/Contract Management/ Inventory/ Self Help System.
What do you dislike about the product?
Some of the best features are not included in the lower price points, however Fresh Service was able to work with me to get the features I needed most at a price that made sense.
What problems is the product solving and how is that benefiting you?
Fresh Service allows me to sync my ticketing system with Quickbooks online, effectively reducing the amount of time I need to spend on billing.
Recommendations to others considering the product:
Take a trial and have them walk you through the product. It may be exactly what you need. I like it way better than ZenDesk and OTRS. Other products are way too cumbersome. We tried Fresh Desk first before deciding that Fresh Service is the way to go.
A thoughtful, complete, affordable and ergonomic solution
What do you like best about the product?
Helpdesk / support solutions are, in general, fairly complex and not very ergonomic tools.
Freshservices is very complete, but nevertheless very pleasant to use.
I highly recommend it, also for small businesses looking for this kind of solutions.
Freshservices is very complete, but nevertheless very pleasant to use.
I highly recommend it, also for small businesses looking for this kind of solutions.
What do you dislike about the product?
The solution exists in French, but the help (manual) is only in English. It would be interesting to translate it
What problems is the product solving and how is that benefiting you?
1st and 2nd level support, service request, standardization of support requests
Happy customer
What do you like best about the product?
Time to market
Easy to implement
Full visibility into my service desk
Easy to implement
Full visibility into my service desk
What do you dislike about the product?
Task management is poor
Asset management is lacking
Asset management is lacking
What problems is the product solving and how is that benefiting you?
Servie delivery and efficiency
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