Freshservice
Freshworks Inc.External reviews
1,281 reviews
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Marval to Freshservice
What do you like best about the product?
The user portal has been a real gamechanger for us here, we were the classic old style Service Desk with high volumes of phone calls. The Self Service portal has allowed us to shift left and allow the userbase to self serve and use forms to submite tickets directly to the correct teams.
What do you dislike about the product?
The reporting feature in Freshservice needs some work. Thankfully Freshservice have recongnised this and a new reporting tool is coming in March 18.
What problems is the product solving and how is that benefiting you?
Self service
Staff Knowledgebase
IT Knowledgebase
Re-launch of new Problem and Change processes
Staff Knowledgebase
IT Knowledgebase
Re-launch of new Problem and Change processes
Freshservice still feels 'Fresh'
What do you like best about the product?
No need to maintain, 100% cloud-based. Easy to understand. Easy to use. Modern UI. Works from any browser. Responsive customer support.
What do you dislike about the product?
Some functionality from CMDB module not 100% mature. Missing device/user affinity like in SCCM.
What problems is the product solving and how is that benefiting you?
We were able to move the trouble tickets and other requests for IT and other back-office departments to one place. Using one tool teams from various continents across different time zones have good visibility of all requests can prioritize their work and collaborate to resolve the requests.
108ideaspace Feedback
What do you like best about the product?
I like the user-friendly dashboard, also it's very effective to handle client service. This tool allowed us to manage support effectively.
What do you dislike about the product?
Few more features are required for connecting with other tools. We wanted to connect it with hubstaff but we could not.
What problems is the product solving and how is that benefiting you?
Client service. We are using it completely for support & its working awesome for us.
Recommendations to others considering the product:
I think you should definitely try this, Awesome tool with very cool features & It is the very clean system to use.
Best modern and simple ITSM Solution
What do you like best about the product?
A simple and intuitive interface help user to easily register problem, changes or other requirements. Includes discovery probe that help administrators to keep CMDB always update and with inventory management admins can track asset and lifecycle. In terms of reports, FreshService has some reports OOB but it's possible to customize reports. Also, includes native integrations with several applications and you can integrate with others third parties, using APIs Rest. In terms of pricing, is very flexible and you can choose from differents versions / prices. Even you have the chance to includes up to 2 features from upper version paying only the cost for those features.
What do you dislike about the product?
Compared to other solutions like Servicenow, add plug in from external developers like github is not possible. On the other hand, the branding of service portal is limited.Workflows can be set, however the level of customization is limited compared to other solutions like Servicenow.
What problems is the product solving and how is that benefiting you?
FreshService lets deploy of a Service Portal through which to provide and automate the support management for the Organization, and has let focus on the consolidation of ITIL's central processes, the automation of said processes and the search to promote the self-management of users.
Recommendations to others considering the product:
If you are looking for an ITSM solution aligned to ITIL processes and cloud base, FreshService is the right option for your company.
Excellent Support
What do you like best about the product?
Direct and straight to the point. Asked a question, got an answer the resolved my issue right off the bat. Wasted none of my time.
What do you dislike about the product?
Can not think of anything. We are new users and have not had any issues thus far. It is a learning curve, but, they are more than willing to assist.
What problems is the product solving and how is that benefiting you?
How to customize our service categories.
Great help desk tool all around
What do you like best about the product?
Customized workflows, great asset inventory tracking, 3rd party app integration, associating bugs ("called "problems" in FS) with incidents, tickets, and code changes, the android app is awesome
What do you dislike about the product?
Project management module could be more robust (no reporting available), It would be great if we could create more time tracking reports and add an hourly rate for invoicing.
Time estimates for changes, tasks, projects without having to enter start and end times for everything would be great.
IT would be great if we could enter planned dates without having to enter times for all items
Time estimates for changes, tasks, projects without having to enter start and end times for everything would be great.
IT would be great if we could enter planned dates without having to enter times for all items
What problems is the product solving and how is that benefiting you?
We are tracking our time better. Better management of workload
Migration to FreshService
What do you like best about the product?
Working with tickets is straightforward and acting upon a specific incident can be dealt with from one screen. Customized agent views to see just the tickets I want to.
What do you dislike about the product?
Lots of complexity mean a lot of choices in configuring the service, so it was a bit overwhelming at first. This turned out to be a good thing in the end - lot's of choices. Clicking "View More" within a ticket to view all the text of the submission. Wish there was a one button click to view as a customer when in admin view, and vice versa.
What problems is the product solving and how is that benefiting you?
Incident tickets, service catalog and knowledge base. Incident tickets are handled efficiently. Service catalog is organized and let's staff choose the things they need from IT easily and quickly.
Recommendations to others considering the product:
Take enough time to really dive into product and see f it's right for your needs.
Awesome tool that is still constantly growing and improving.
What do you like best about the product?
Functions are quick and robust with lots of room to customize to meet our specific needs especially in relation to our HelpDesk processes.
What do you dislike about the product?
Project Management Module is a little lackluster making it hard to associate Project task with tickets. (Would be helpful based on our current processes)
What problems is the product solving and how is that benefiting you?
Improving our helpdesk management and execution.
Recommendations to others considering the product:
Structured and simple to use tool to help with implementation of ITSM framework.
A good and full featured ticketing system
What do you like best about the product?
Responsive service and support. Implementation has gone well so far. We were able to import all of our existing tickets from our old system without issue.
What do you dislike about the product?
We haven't encountered problems yet. So far the process has gone well.
What problems is the product solving and how is that benefiting you?
We needed a ticketing system to replace another product that had an expiring licence. Fresh Service allows us to manage trouble tickets and track incidents. It seems to do everything we're looking for.
Recommendations to others considering the product:
Don't hesitate to contact support - they have always responded quickly and have been very helpful throughout our implementation.
Request the support and asking question
What do you like best about the product?
Quick respond and really helpful
I have typed the wrong mail address for setup and support guided me to reset it in a short time.
The respond time is least than 10 mins.
I have typed the wrong mail address for setup and support guided me to reset it in a short time.
The respond time is least than 10 mins.
What do you dislike about the product?
The first set up did not have to clear instruction and easy to make mistake
What problems is the product solving and how is that benefiting you?
We are searching the IT services ticketing system and seem it is a reasonable option.
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