Freshservice
Freshworks Inc.External reviews
1,281 reviews
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Good for small medium business
What do you like best about the product?
Freshservice provides affordable plan. It is good for start up businesses grow up and extend plan.
What do you dislike about the product?
I wish they could make landing page for user easier
What problems is the product solving and how is that benefiting you?
I’m looking for a system with limit budget luckily I found Freshservice meets my requirements.
Recommendations to others considering the product:
I recommend Freshservice for whom are seeking for affordable solution on IT asset management especially ITSM.
FreshService usage
What do you like best about the product?
CMDB
Canned Email
Extraction is vary by field customized
Canned Email
Extraction is vary by field customized
What do you dislike about the product?
Cannot do as follow:
Cannot assign to another requester such Request approval,
Cannot add watcher
Cannot link ticket
Only 3 free Agents
Cannot assign to another requester such Request approval,
Cannot add watcher
Cannot link ticket
Only 3 free Agents
What problems is the product solving and how is that benefiting you?
- Request to Release&Deployment
Recommendations to others considering the product:
Easy to use
Customization and Adaptability
What do you like best about the product?
I like how easy it was to set up the Service Catalog as an HR system.
What do you dislike about the product?
Some bugs happen, but support is quick to help me out.
What problems is the product solving and how is that benefiting you?
HR and IT requests. Its a strong centralized support platform with many uses.
Recommendations to others considering the product:
Work with a support person to fully utilize the FS platform.
Great intuitive tool - perfect for fast-moving teams
What do you like best about the product?
Very easy to setup and get branded and customised to your needs.
Intuitive user interface - simple for staff to log tickets, feedback surveys built-in help track customer satisfaction.
A really simple admin interface means its simple for key stakeholders to make adjustments to workflows, ticket routing and assignments on the fly without days/weeks of training... we now track all of our regularly occuring scheduled tasks via the tool
Intuitive user interface - simple for staff to log tickets, feedback surveys built-in help track customer satisfaction.
A really simple admin interface means its simple for key stakeholders to make adjustments to workflows, ticket routing and assignments on the fly without days/weeks of training... we now track all of our regularly occuring scheduled tasks via the tool
What do you dislike about the product?
No real-time reporting means regular exports of tickets/problems/changes into Excel are required
API has maximum number of returns - can't return everything in a query to then use in dashboards/real-time views
API has maximum number of returns - can't return everything in a query to then use in dashboards/real-time views
What problems is the product solving and how is that benefiting you?
Very quick to setup, greater user engagement with IT service desk, wider take-up from a wider IT teams in IT service management processes.
Ability to quickly escalate and verify SLAs.
Ability to quickly escalate and verify SLAs.
Recommendations to others considering the product:
Setup a trial - its extremely quick to do so, and test out the admin features and rules; very intuitive and extremely simple to get what you need done quickly.
Efficient response indeed
What do you like best about the product?
After I raised the ticket, the response came in like within 5min, it's really quick considering part of my job is doing helpdesk support.
What do you dislike about the product?
The explanation of my question is not that kind of convincing, but I can get the idea though.
What problems is the product solving and how is that benefiting you?
Freshservice provides a great helpdesk platform for my company.
The new UI is outstanding
What do you like best about the product?
As a consultant, it's my job to find the best solutions for our customers. One of the best options out there for ITSM implementation is Freshservice. The simplicity is one of a kind. The platform is very user-friendly and intuitive, that means easy to setup and manage it. Complied by ITIL standards, Freshservice provides problem, release, change, incident, project management and beyond. I like the new UI, it's very refreshing compares to the old one.
What do you dislike about the product?
It should have compatibility and native integration with SAP tools. Also, the inventory management should indicate in/out assets.for the different facilities. Other than that, it seems fair to say that this solution is one of the best.
What problems is the product solving and how is that benefiting you?
Freshservice even though is a an ITSM solution, it can work as a help desk platform providing support for multiple clients and inner users within the organization.
Recommendations to others considering the product:
It's an aggressive competitor within the ITSM platforms in our current market. Highly recommended.
A well-rounded service with a lot of options
What do you like best about the product?
I can customize the portal to be exactly what I need.
What do you dislike about the product?
There are so many customization options that it can be intimidating to get started.
What problems is the product solving and how is that benefiting you?
It allows us to better track incidents on our network and with our users before they become larger problems. We are able to look at trends and focus our attention where it is needed most.
Recommendations to others considering the product:
Give the demo a try and really take time to dig into it. There are a lot of features and it takes time to understand how they can work together.
IT Manager
What do you like best about the product?
The interface is easy to navigate and fairly well laid out.
What do you dislike about the product?
The $0.02 per month charge for devices using their discovery tool. I can see paying a one time fee per device, but to have to play recurring costs on devices seems cost prohibitive. We chose to manually create our Assets. The fact there are so many "standard" or "base" assets pre-configured that can not be deleted is a bit cumbersome.
What problems is the product solving and how is that benefiting you?
We had no help desk in place at all. To implement a ITIL compliant solution with a CMDB significantly reduces the time we spend looking for information about users and assets on every call.
Good app that helps our efficiency
What do you like best about the product?
Communication with users is great. The interface is easy to use for both technicians and requesters. This program increases our efficiency and our users are very happy with the increased functionality.
What do you dislike about the product?
Asset management is confusing. Admin settings don't do what you'd think or are in a different place than you'd expect, sometimes. Customization is easy, but undo-ing changes without reverting to the default is not supported-- Make a backup!
What problems is the product solving and how is that benefiting you?
Modern ticketing system that allows us to better communicate with our constituents. We have seen happier customers, increased efficiency, and a much better platform for incident tracking.
I find freshservice a good tool for IT support
What do you like best about the product?
it is easy to use this product and like this product to be fullfilling that.
What do you dislike about the product?
need more user friendly reports, sometime I feel its missing good reporting
What problems is the product solving and how is that benefiting you?
Incident management, good tool to work as an IT support
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