Freshservice
Freshworks Inc.External reviews
1,273 reviews
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A robust and flexible tool with room for improvement in support
What do you like best about the product?
Freshservice is a solid and flexible platform that checks many of the boxes for our organization's needs. It’s extensive in functionality, and if you have the right team and resources, you can customize it to suit nearly any use case. From ticket management, integrations with other systems, to workflows and automation, the platform offers a lot of depth and scalability. The interface is modern and generally intuitive, making it easier for users to adopt.
What do you dislike about the product?
The main challenge we face is with the support experience. While the support team is courteous and eager to help, the fact that they are based overseas has introduced a language and communication barrier that makes deeper problem-solving difficult. Their suggestions often feel canned or generic, which doesn't help us implement solutions tailored to our specific environment. This makes it hard to fully adopt some of the more advanced features without investing a lot of time internally.
What problems is the product solving and how is that benefiting you?
Freshservice provides us with a unified platform (a single pane of glass) for managing and tracking tickets across all the organizations we support. This centralized visibility has greatly improved communication and accountability across teams. It ensures that nothing falls through the cracks and that all requests are properly documented and tracked from submission to resolution.
The automation features help reduce manual tasks, speeding up resolution times and improving overall efficiency. It also helps us standardize processes, enforce SLAs, and gather valuable metrics through reporting and dashboards, which aid in continuous service improvement. The knowledge base and self-service portal have helped deflect common tickets, empowering users to find solutions on their own and reducing the workload on our support staff.
The automation features help reduce manual tasks, speeding up resolution times and improving overall efficiency. It also helps us standardize processes, enforce SLAs, and gather valuable metrics through reporting and dashboards, which aid in continuous service improvement. The knowledge base and self-service portal have helped deflect common tickets, empowering users to find solutions on their own and reducing the workload on our support staff.
Incredible, I'm loving it!
What do you like best about the product?
The division of things, like everything, is well divided and explained, and how ITIL is involved in everything.
What do you dislike about the product?
So far, there has been no disadvantage that I have had with Fresh.
What problems is the product solving and how is that benefiting you?
It is helping me organize my tickets and find quicker solutions for them.
Efficient Ticket Structuring and Visual Management to Improve SLAs and Real-Time Operations
What do you like best about the product?
Through the service catalog, we were able to structure ticket creation, ensuring proper distribution among teams and, most importantly, accurate categorization and prioritization to meet the expected SLA. Visual management and performance indicators are another key differentiator that allow us to monitor operations in real time and drive continuous improvement in our processes.
What do you dislike about the product?
The integration between Freshworks solutions is not very seamless; we have some difficulties integrating Freshservice with Freshdesk or Freshchat, for example.
What problems is the product solving and how is that benefiting you?
We restructured the entire ITSM and SSC process, ensuring greater efficiency and higher satisfaction for both internal and external customers.
Excellent interface, easy to use
What do you like best about the product?
asset management and ticket monitoring
What do you dislike about the product?
Sometimes it is complex to find some options, otherwise nothing else.
What problems is the product solving and how is that benefiting you?
Customer issues with the solutions handled by the company, management of internal requests.
Fast & Flexible ITSM Solution
What do you like best about the product?
FreshService has proven to be a fast and flexible application for our agents. We rolled out FreshService in several stages as we moved away from our old on-prem solution. We have been able to integrate FreshService with several monitoring tools as well as an on-premise orchestration server to take over some manual tasks and automate them.
What do you dislike about the product?
While new features are coming out monthly, some basic features like syntax highlighting are missing.
What problems is the product solving and how is that benefiting you?
FreshService has many modules that solved lots of problems for us. One of the biggest time savers so far has been the ability to create tickets from nearly anything. We used to get a lot of ticket noise from our Networking Monitoring Software. The Alerts module in FreshService allows us to create tickets automatically from Alerts, but one of the nicest features is the ability to consolidate alerts. Instead of creating additional tickets, FreshService is smart enough to know that a ticket already exists for the issue; therefore, it just adds the alert occurrence without creating an additional ticket. This one feature alone has saved my agents tons of time.
ITSM Simplified for Support Teams
What do you like best about the product?
the automations since with these I manage to immediately obtain responses or processes that I already have automated
What do you dislike about the product?
how complicated the API configuration is to be able to read specific cases from the fields of each Ticket
What problems is the product solving and how is that benefiting you?
At the moment, I haven't found any problem from which I could benefit.
Freshservice the Goats
What do you like best about the product?
I love how easy it is to manage tickets and to claim and organize them into groups.
What do you dislike about the product?
Wish some things were easier to find other than that is perfect.
What problems is the product solving and how is that benefiting you?
Its solving the issues of too many tickets and no way to organize them.
Fresh Service Newbie
What do you like best about the product?
The overall structure is highly customizable, and the backend development team demonstrates relentless dedication to continuous improvement. Their commitment to refining and enhancing integrations ensures the product is always evolving, making their drive a refreshing and inspiring force.
What do you dislike about the product?
Some features could benefit from further refinement, particularly the service bot integrated with Teams. It appears that its functionality could be expanded to enhance interactions with our customers more effectively.
What problems is the product solving and how is that benefiting you?
They are continuously updating the product which each and every feature being added helps our company in some sort of way.
Great servicedesk software that integrates with almost anything
What do you like best about the product?
Simple, cloud based, ticketing system. Straightforward integration, and nicely pulls up user info with tickets. Has a lot of features under the hood as well, and a great amount of customization. Kind of fun to discover new tools like the email commands, and there seems to be a never ending amount of new features added regularly.
What do you dislike about the product?
Lots and lots of features, some are excellent, some need a little more love to reach efficiency. Reporting is the life's blood of the Service Desk. Some obvious reports aren't there and you'll have to make, which takes a bit of time to master. Also, there should be a refresh timer on the Ticket List screen. Like, be able to set how many seconds before the next refresh. It refreshes, but I want tickets to show up instantly, not 30 seconds from now.
What problems is the product solving and how is that benefiting you?
Consistency and timeliness were some problems I wanted to fix by going to Freshservice. Setting it up wasn't much of a problem. Our internal processes when dealing with tickets was more of a problem. Reporting and SLAs are right there in front of us, and with instant messenger integration, I can get instant notifications when SLAs are missed, or tickets come in high priority.
Simple to Learn and Use
What do you like best about the product?
With workflows and automation rules, Freshservice takes the manual work out of repetitive tasks!
What do you dislike about the product?
There are a few basic features missing from Analytics.
What problems is the product solving and how is that benefiting you?
We are now automating tasks that used to be very manual and we are continuing to expand those capabilities by leveraging apps in the marketplace.
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