Freshservice
Freshworks Inc.External reviews
1,274 reviews
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Freshservice , a user friendly helpdesk tool for small to medium sized companies.
What do you like best about the product?
I like Freshservice becuse it is easy to setup and use
What do you dislike about the product?
I dislikethat I must extend Due by time manually
What problems is the product solving and how is that benefiting you?
All incidents and SR are registered and followed up on FreshService
Recommendations to others considering the product:
Go ahead and sign up. Once you start using it, you will not want to change it
Better than Zendesk, Simple and Intuitive
What do you like best about the product?
Modern look and feel, beautiful icons and this makes the whole experience nice and intuitive. The workflows are very easy to create. It didn't take very long for me to learn, the entire settings in the Admin panel.
What do you dislike about the product?
Nothing. Used to be slower in the beginning, but its getting better. Also, the package for 1 nice function could not be purchased ala-carte unless you upgrade the subscription package. The options asset management is not very nice, it downloads every softwares from a PC. We decided to not use their asset mgmt module though we have the free 100 items. Eventually, use AssetTiger for that.
What problems is the product solving and how is that benefiting you?
All our tickets were going to sharepoint which we self made at some point. Now, we have had 0 complaints from our end users. Miscommunication used to happen alot in the past, but this is resolved with the discussion feature and also ability to reassign to other users. Tasks list can also be done to ensure jobs are completed and the agents remember to perform them. With such comprehensive reports, this makes it easier for us to evaluate the agents for their performance review.
Recommendations to others considering the product:
Go ahead!
Get sorted with freshservice support
What do you like best about the product?
keeping in touch with my customers via freshdervice was the best decision ever. It’s very easy to create teams and their ticket routes too, accordingly. Not only that we can create separate teams for different tasks we can give them permissions related to their tasks which is very time-saving and easily manageable too. Also, for more or new users I don’t have to pay more.
What do you dislike about the product?
Although API is free it’s not complete. It works really well with companies having small or mediocre business setups but with large scale business companies it’s a bit tough, although management helps you a lot and very quickly with that too.
What problems is the product solving and how is that benefiting you?
it has lots and lots of customization options according to the need and nature of workflow. Its interface is very clean and easily adjustable. The options of assets manager and ticket manager are great. The API is totally free and app itself isn’t very costly. It helps record problems in the IT data base and we can refer to problems very simply by just searching.
Recommendations to others considering the product:
it has lots and lots of customization options according to the need and nature of workflow. Its interface is very clean and easily adjustable. T
Good ITSM Tool for an enterprise
What do you like best about the product?
Easy to use
Simple
Accessible on the fly
Simple
Accessible on the fly
What do you dislike about the product?
Integration abilities with third party applications
What problems is the product solving and how is that benefiting you?
Ease to report Incidents/Problems and Service Requests
Excellent product for ticket, asset tracking and production/workflow follow through.
What do you like best about the product?
Ease of ticket creation, updating and tracking.
What do you dislike about the product?
User interface can be improved upon. Email ticket creation can be fine tuned with more configuration options.
What problems is the product solving and how is that benefiting you?
IT Ticket tracking, creation and follow through.
Centralized location for IT tickets related to current short-term work and long term projects.
Centralized location for IT tickets related to current short-term work and long term projects.
Recommendations to others considering the product:
Trial the software before committing to subscribing to ensure it works for your needs.
FreshService-Desk-Review
What do you like best about the product?
Freshservice was a recommended download from spiceworks community. Once I installed the product setup was almost immediate. It helps create the necessary records tables and email MX connections/setup
What do you dislike about the product?
has limits on basic version on who can use, but does allow all users to connect and submit service issue and tracking.
What problems is the product solving and how is that benefiting you?
A way to track and assign technical work based on skills and email tracking for things like auto-reply if services get overwhelmled.
Freshservice - a success for added vaue to our customers
What do you like best about the product?
The flexibility and the extremely good possibilities for automating processes.
What do you dislike about the product?
there is nothing to dislike. is very happy
What problems is the product solving and how is that benefiting you?
Single point of contact for the customer. all inquiries regarding IT related questions come into Freshservice. Which then is automatically routed to the right person/role based on what kind of inquiry it is.
Recommendations to others considering the product:
Just go for it! It's absolutely amazing. Easy to build automation, reports and statistics. very good overview of cases, case processing and statistics on how the departments deliver
Easy to Use and Flexible Service Desk
What do you like best about the product?
Extensive customization options and robust API allows a high degree of adaptability to your needs.
What do you dislike about the product?
GUI can sometimes seem antiquated, and Solutions section is difficult to navigate and search.
What problems is the product solving and how is that benefiting you?
Built-in automation options make it easy to trigger custom emails, Slack integrations, and create/manipulate tickets based on whatever triggers are needed.
IT asset management
What do you like best about the product?
I use Freshservice because it is an easy to use platform and it is quite affordable, it contributes to my IT and even non-IT asset management, implementing good ITIL practices guides us and restructures the final goal of improving the service we offer, with a constant monitoring, efficient administration and impact analysis. Together with its interface, it is possible to carry out most of the functions in an intuitive and automated way that help I to do my job more efficiently. I like that it is highly customizable, it offers extensive configuration capabilities to adapt everything as needed. Tracks problems exhaustively, auditing problems and reviewing the most recurring problems. It provides other tools that allow monitoring workflow and task compliance, as well as ITSM and CMDB options that allow efficient resource management, changes and incidents.
What do you dislike about the product?
Its customer support is quite responsive and attentive to any inconvenience, it is an easy to use platform and without a doubt affordable with respect to price, flexible and provides automated access, on the other hand, it has a wide variety of tools and configuration options. However, I feel that there should be more options for integrations, in this way I could unify the IT work and make everything I can manage from a single system.
What problems is the product solving and how is that benefiting you?
Every day it allows us to carry out a job with greater precision, covering multiple aspects that allow us to exponentially promote the service we offer to each of our clients, in this way we improve our work and professionalism in a more comprehensive way, streamline work saving a lot of time and money (more than expected) and we satisfactorily attend to what the customer wants.
Recommendations to others considering the product:
It is a tool that has it all, you don't need to look any further, join Freshservice and discover it.
A great and ideal tool.
What do you like best about the product?
Freshservice is a great tool very sophisticated according to its well designed integrations of functions, when we go to most of its maximum functionality, on the one hand, this software helps to maintain an excellent database of information technologies, mostly for ongoing activities and encourages addressing problems with simple and instant searches, underlining that it operates very well as an asset manager or controller of an entire company in general, which makes it a multi-purpose system.
What do you dislike about the product?
We can consider that to configure it completely, when we go to the software infrastructure, which are determined large-scale terms, they turn out to be in high proportions, very difficult, although the support helps in these situations, it is still an adaptation problem to each of the users that use Freshservice on its platform, including the theme, that the ability to add new categories is not as intuitive as it seems to be from a naked eye.
What problems is the product solving and how is that benefiting you?
Freshservice is used in most of the company by different laboratory areas, since it is our corporate support platform at a general level, when a problem occurs, this system is available to solve them in a matter of a short time, that is, we use this software for since it allows us to handle the help desk tickets with ease, more than anything it is promoted by the department that is based on the operations of our business group, because thanks to this service we have been able to greatly simplify the service process to end users guaranteeing the satisfaction of the answers provided.
Recommendations to others considering the product:
Freshservice stands out as an internal ticketing system in small and medium-sized companies, because this software has enough integrations to cover most of the cases of your daily use, especially if you need a control of the assets that you keep in your company, since this service is undoubtedly the best you can consider, mentioning that it acquires other functionalities that make it a multipurpose platform, which can use the program for the needs it presents, as long as its intentions are similar to the operations carried out by this service.
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