Freshservice
Freshworks Inc.External reviews
1,274 reviews
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External reviews are not included in the AWS star rating for the product.
FreshService is the Leading System for our Organization!
What do you like best about the product?
What we like best about FreshService is that the ticketing system is so easy out-of-the-box. The team from FreshService has been so helpful with all of our questions and the implementation of our system setup was easy! The features we like best are the inventory, on-boarding, services, ticket portal, email to ticket que, and much more. Our employees have given great feedback on the ticketing system for the reports since they love to see our data analytics for tickets being closed in a timeley manner.
What do you dislike about the product?
One thing we have noticed that we disliked about FreshService is that the service section has an on-boarding package. But does not have an off-boarding package that is turned into a workflow, which I find strange since they tie together in a way? However, some other little things that we have noticed is that the phone app does not always work sometimes depending on it being Android or ios. But in all the system has been great for what we use day to day and a great program to have in our company.
What problems is the product solving and how is that benefiting you?
We used to have a managed service provider(MSP), and with Freshservice we were able to eliminate our 3rd party vendor to bring a more in-house IT department. This has made the company feel more welcoming with the IT team and to lead a better-organized structure for tickets. Some of the benefits I have realized is that the phone app is so convenient and easy to use on the go for our inventory system I can find computers much easier out on our factory floor.
Recommendations to others considering the product:
If others are considering FreshService please remember the licensing cost is much better to get at FreshService than it is at other companies. FreshService has a great licensing plan that competes with other brands and is the leading system to use for any organization. Our company of 130+ employees love FreshService for submitting tickets and enjoy seeing the number of tickets completed from the IT department.
FreshService as my Ticketing Platform
What do you like best about the product?
User Friendly. Very easy to automate and configure the platform
What do you dislike about the product?
Customer Service routes you to KBs before they attempt to handhold you. I would like to jump on a quick call and handle the issue.
What problems is the product solving and how is that benefiting you?
Incidents and Problems throughout my enterprise. I like to use the dashboard so I have a bird's eye view.
Very Robust Helpdesk System
What do you like best about the product?
The onboarding process made bringing on new employees a breeze. Having different ticket queues based on groups makes ticket management easier.
What do you dislike about the product?
The onboarding process does not allow users to be auto-assigned software or hardware when completing the child tickets.
What problems is the product solving and how is that benefiting you?
We cut down the time it took to onboard an employee and made the whole process of doing so more uniform, thanks to the child tickets.
Freshsservice best friend for ticketing
What do you like best about the product?
The workflows, the intuitive the system is, and the significant customization possible to make tickets treatment fast
What do you dislike about the product?
Maybe the design of the workflow can be a little bit more clear when setting up the conditions.
What problems is the product solving and how is that benefiting you?
We control IT, IS, CRO tickets
Recommendations to others considering the product:
It is an excellent tool to support, has a lot of integrability, and is very flexible
Freshservice Tickets
What do you like best about the product?
Freshservice was extremely user-friendly from the reporting side.
What do you dislike about the product?
None! I can only speak to the reporting side of this ticketing system, but for me, I had no issues.
What problems is the product solving and how is that benefiting you?
Freshservice was our primary ticketing system. So anytime I needed assistance from the help desk (quite frequently), I would submit a Freshservice ticket.
A sincere review
What do you like best about the product?
The simplicity of configurations and easy use.
What do you dislike about the product?
Limitations on custom reporting and analitycs.
What problems is the product solving and how is that benefiting you?
Most internal requests and incident handling are done thru our Freshservice.
Recommendations to others considering the product:
Analyze your internal procedures, mechanize them, that will help a lot. Involve all interested parties.
Flawless
What do you like best about the product?
Automator, This powerful tool increases our productivity.
What do you dislike about the product?
Gsuite integration and Consumable management
What problems is the product solving and how is that benefiting you?
Tracking of the entire lifecycle of our assets.
Tool of excellence
What do you like best about the product?
The entire tool is constantly evolving and fully in compliance with ITIL
What do you dislike about the product?
There is no option for the customer to view the hours that were spent by them inside the platform.
What problems is the product solving and how is that benefiting you?
With automations, we solve the problems of failure in the process of repeated tasks and still value our work with the customer.
i am the system analyst and the admin of freshservice in our group of company
What do you like best about the product?
Intuitive and support are greate and avialble
What do you dislike about the product?
The webhook feater is such a complicated to me
What problems is the product solving and how is that benefiting you?
ticket system for it
onboarding employee
technical support
onboarding company
onboarding employee
technical support
onboarding company
Freshservice has been a game changer
What do you like best about the product?
The help desk function is my most used and favorite quality.
What do you dislike about the product?
To be honest out of all the sections that we have used there had not been a bad experience yet
What problems is the product solving and how is that benefiting you?
We needed a more professional help desk to manage and manipulate out tickets.
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