Freshservice
Freshworks Inc.External reviews
1,281 reviews
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External reviews are not included in the AWS star rating for the product.
Still Evolving
What do you like best about the product?
The product is still evolving, improving whilst always listening to their customers. We really enjoy seeing new features rather new gimmicks.
What do you dislike about the product?
As a service, I cannot complain but in terms of daily usage, we do find the text editor to be lacking. In my opinion, it needs an overhaul allowing for easier, modern editing.
What problems is the product solving and how is that benefiting you?
We are solving more that IT business problems, we have rolled the product out to our HR, Facilities and Financial departments, each having their own instance and end-user portal. The benifits we realised the product offered were more than an *IT*sm tool.
Intuitive and user friendly
What do you like best about the product?
I've been exposed to many ITSM toolsets in the past and, for my current team's needs, Freshservice is excellent. It's simple and elegant.
What do you dislike about the product?
The customer satisfaction functionality is a little limited but would probably meet most organisation's needs. It could be improved by allowing surveys to be sent based on more granular parameters. For example, every tenth ticket resolved the team or by each agent.
What problems is the product solving and how is that benefiting you?
At the moment, we're looking at the customer satisfaction survey functionality to begin measuring our customer's satisfaction
Great ticketing system tool!
What do you like best about the product?
Easy navigation
Simplistic way to setup automated tasks
Organizes desired content accordingly
Simplistic way to setup automated tasks
Organizes desired content accordingly
What do you dislike about the product?
Does not have many customizeable features for specific cosmetic, reporting, or general use.
Does not have VIP designations to be able to distinguish high priority tickets from VIP's in general ticket view.
Does not show technicians that are online unless upgraded to Estate Plan (which isn't a major dislike)
Does not have a global announcement ability for critical company wide outages.
Does not have VIP designations to be able to distinguish high priority tickets from VIP's in general ticket view.
Does not show technicians that are online unless upgraded to Estate Plan (which isn't a major dislike)
Does not have a global announcement ability for critical company wide outages.
What problems is the product solving and how is that benefiting you?
Corporate Service Desk/Desktop Support/NOC.
Recommendations to others considering the product:
Try Fresh Service out for yourself.
Test Period Questions To FreshService
What do you like best about the product?
In our company we are started to create a Service Desk. But whats is the most important thing in the servicedesk... The Tooling!! After some research and googleing... We found Fresh Service. Inside our departmet we spoke about the search results and Fresh Service Became project. During the test period we had some quistions about the functinality and customalisation. We send an e-mail to the account manager, within a day we received an answer from the account manager and 1 hour later a specialist with extra information. We answered the quistions from them and they to us. All this mail communication was within 2 hours. GREAT RESPONSE TIME!!!
What do you dislike about the product?
What do I dislike? I have to fill this in but i don't have it at this moment.
What problems is the product solving and how is that benefiting you?
FreshService is runing as the main Service Desk application.
During the next couple of weeks we are planning to migrate the test FreshService the production.
During the next couple of weeks we are planning to migrate the test FreshService the production.
Excellent service and user experience
What do you like best about the product?
Navigating around and finding things is pretty straightforward. Their support team is always very responsive and helpful.
What do you dislike about the product?
I wish the assets type list could be expanded by default.
What problems is the product solving and how is that benefiting you?
Asset management is easy now.
Help Desk Software "Just Right" for our size
What do you like best about the product?
The ability to use pre-packaged emails and temolates or to customise our own.
What do you dislike about the product?
Nothin yet...Things are looking good. I like everything I saw during Trial period, and Glad that we bought the usbscription
What problems is the product solving and how is that benefiting you?
We are able to track and document issues as they arise, along with being able to run certain reports, even at a lower-price level of FreshService.
FreshService Review
What do you like best about the product?
Ease of use and setup and very prompt customer support
What do you dislike about the product?
Would like a little more customization options.
What problems is the product solving and how is that benefiting you?
Help Desk Service Desk
Recommendations to others considering the product:
While they are smaller than some of the bigger Service Desk products, they meet almost all of our needs for a small and midsize IT shop.
Fresh-Service
What do you like best about the product?
Very user friendly and has the ability to show when someone is viewing the same ticket.
What do you dislike about the product?
Not much really, it took about 30 minutes to get used to the new GUI and now I like it even more than the original.
What problems is the product solving and how is that benefiting you?
Primarily helpdesk and change management but can be used for other modules as well.
Recommendations to others considering the product:
try before you buy, it should meet most if not all your needs!
An easy yet powerful solution for IT Service Management
What do you like best about the product?
The application is very responsive and can be used intuitively. Support is great and new features and enhancements are added. It is not perfect in every sense, but on a good way.
What do you dislike about the product?
The API has some limitations and automation configuration has some limitations and inconsistencies. The gamification part is rudimentary.
What problems is the product solving and how is that benefiting you?
Issue and request tracking with handover and escalation.
Recommendations to others considering the product:
Use the trial.
Satisfactory experience
What do you like best about the product?
Easy to contact the agent was assigned to my ticket.
What do you dislike about the product?
Our issue took about 2 months to get it fixed but what matters is that it is resolved
What problems is the product solving and how is that benefiting you?
IT, Systems, Office requests, Training support
Recommendations to others considering the product:
It is a very good Ticketing system that I would recommend to companies
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