Freshservice
Freshworks Inc.External reviews
1,293 reviews
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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.
advanced administrator
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.
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