Freshservice
Freshworks Inc.External reviews
1,281 reviews
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So far, my experience with Freshservice has been great.
What do you like best about the product?
I like the User Interface the best. It is clean, intuitive, and easy to use. After a few hours of using the UI I felt as if I had been using it for years.
What do you dislike about the product?
The dislike the asset agent due to the fact that it doesn’t pull the user information and requires you to run the probe for retrieve that information. I also dislike the probe not allowing for larger IP ranges to be used for scans.
What problems is the product solving and how is that benefiting you?
The system is still new to us and we have yet to put into production. We believe the product will help us in several areas, including incident management, asset (hardware and software) management, problem management, and change management.
Very well rounded tool
What do you like best about the product?
Analytics informations avaliable. Reports and such
What do you dislike about the product?
In the begging and notice some lags on the peformance
What problems is the product solving and how is that benefiting you?
Infrastructure management. Identify improvement oportunities on our work dynamic.
Very good ticketing platform.
What do you like best about the product?
It simply does its job. But the app is probably the best part, I don't use it a lot, but it is awesome. And the free part is really complete.
What do you dislike about the product?
It sends e-mails as me and not as my sector.
What problems is the product solving and how is that benefiting you?
Making documentantion possible. As a one man army is really difficult to keep track and prove what you're doing. Freshservice is almost like a secretary taking my notes.
Recommendations to others considering the product:
A free easy to use help desk system perfect for the one man army IT folks out there.
User Friendly IT Help desk Software
What do you like best about the product?
I have used many different help desk software platforms, and Freshservice definitely has a very easy and friendly user interface. Easy to onboard and get people working
What do you dislike about the product?
There are a few things I don't like with trying to schedule tickets and sharing tickets. Reports are very difficult
What problems is the product solving and how is that benefiting you?
organisation of tasks and issues within our IT department related to departments and users
Recommendations to others considering the product:
better scheduling, better reports, and better sharing of tickets
Effective IT helpdesk managing tool
What do you like best about the product?
The asset management is very useful to keep track of warranty periods and much more
What do you dislike about the product?
Contracts management is not very flexible when it comes to renewing mid term
What problems is the product solving and how is that benefiting you?
All out IT request are managed through Freshservice. Great to keep track of request status, automating tasks for services, asset management and maintaining database of solutions
Solid Helpdesk System for small company
What do you like best about the product?
Quick customer service help, works out of box with limited setup needed
What do you dislike about the product?
surveymonkey app has been down for some time now.
What problems is the product solving and how is that benefiting you?
1. Helpdesk
2. Asset tracking
3. Solution Knowledge Base
2. Asset tracking
3. Solution Knowledge Base
Recommendations to others considering the product:
I selected Freshservice after reviewing 5 other options. The sales/support staff was very helpful with my setup and selection. The program is easy to setup and easy to use. The only issue that I have is that Survey Monkey App has been down for a few months now.
Excellent ITSM for the price.
What do you like best about the product?
Best way to take control of the operations of the IT departments. metrics , and tracking of all the reports and agents roles.
What do you dislike about the product?
I can´t configure the survey form. We have no Chat, so we can´t open any incident or change through this way.
What problems is the product solving and how is that benefiting you?
Incident, change and problems Managements. Asset Management Control and Service Catalog
Best HelpDesk Solution For the Price
What do you like best about the product?
It's a very customer focused solution. It really focuses on communicating with customers through email. When we switch helpdesk solutions, none of our clients even realized we were doing anything different systematically. But they did notice that we had upped our communication game.
What do you dislike about the product?
The Asset management piece is really weak and we're looking for other solutions to fill the void.
What problems is the product solving and how is that benefiting you?
We were able to automate a lot of our helpdesk and it refocused our team to communicate better with our clients when solving tickets.
Intellligent software
What do you like best about the product?
This software is really simple to set up, use and to support. All instructions are clear and simple for understanding. You don't need to involve specialists to make settings, to change the processes or to connect the other software.
It consists all necessary statistic and reports for quality assurance of the agents.
The knowledgebase is simple to fill in.
It consists all necessary statistic and reports for quality assurance of the agents.
The knowledgebase is simple to fill in.
What do you dislike about the product?
Chat window could be wider.
I wish all social incoming messages were in the ticket section. For now, if we get some messages in the Social section, we have a chance to miss them.
I wish all social incoming messages were in the ticket section. For now, if we get some messages in the Social section, we have a chance to miss them.
What problems is the product solving and how is that benefiting you?
All communication channels are in one. We don't miss the emails, chats.
Recommendations to others considering the product:
List of shorthands could be placed by alphabet range.
Freshservice Review
What do you like best about the product?
Great interface for all our needs within IT. The ability to auto assign tickets to groups around the world from multiple email addresses is very important to us as well.
I work heavily on change requests, being able to add them into managed releases is really helpful.
I work heavily on change requests, being able to add them into managed releases is really helpful.
What do you dislike about the product?
Users cannot login to view changes assigned to them.
Cannot bulk move change requests from one release to another
Cannot bulk move change requests from one release to another
What problems is the product solving and how is that benefiting you?
The main problem we had was a large amount of changes that needed to be separate from support tickets. These are now allocated into releases to help manage expectations of users.
Recommendations to others considering the product:
Make use of the automated ticket assignment to ensure your tickets are allocated to the correct people as quickly as possible
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