Freshservice
Freshworks Inc.External reviews
1,281 reviews
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Freshservice is a great way to organize and track our current challenges and requests.
What do you like best about the product?
The most useful features are they have all in one offer. To be able to show precisely the tools and applications a requestor has. Their incorporation of platforms like Teamviewer is actually beyond good and helps the supporting workers members focus inside Freshservice pretty much with almost all of them uses.
What do you dislike about the product?
There's a lot of downsides to Freshservice because it's an ever-evolving network, so often when setting up ticket flows or job flows it may get a little complicated as to what you're including it they provide fantastic support that's able to hop in and help you set up everything you need.
What problems is the product solving and how is that benefiting you?
Freshservice solves our incident tracking problem and the management of requests for user support. We also do it in our Team for shift projects and project monitoring.
Recommendations to others considering the product:
If you're searching for an inexpensive approach that will transform the way tickets, change control, tech inventory, contracts and overall consumer loyalty are handled by your IT company, so Freshservice has been the resource you require. I use other Cloud-based solutions which are either excessively expensive to customize or just too complicated. You can implement freshservice in just a few days.
Great product and excellent company to work with.
What do you like best about the product?
It has all the functionality we were looking for and they are continuously improving the product. We also have a customer success manager who regularly contacts us to see how things are going and to offer advice on using the product optimally.
What do you dislike about the product?
The analytics (reporting) can sometimes be slow to produce or refresh
What problems is the product solving and how is that benefiting you?
It has made IT more accessible to staff. The system is available in all the countries in which we operate. The end user portal makes it easy for users to log tickets and they can also use email to do so.
A complete Helpdesk tool
What do you like best about the product?
Freshservice is a very powerful tool, complete customizable and with all features needed by IT teams to measure their performance and to have full visibility about their efficiency !
What do you dislike about the product?
Lack of remote desktop tool natively integrated
What problems is the product solving and how is that benefiting you?
Traceability, visibility over IT teams efficiency and centralization
Freshservice 08jun2020
What do you like best about the product?
It is very easy to configure and user friendly
What do you dislike about the product?
Custom reports could be better, allowing o showing custom text fields. It would be great to have a couple of reports for the project module.
What problems is the product solving and how is that benefiting you?
The information technology management is organized. You can see what every one is doing
Freshservice is a IT service desk to consider
What do you like best about the product?
The ease of use of the site for us and users to navigate. It is pretty flexible but has some limitations but they are always working on updates. The support is always prompt when there is a problem.
What do you dislike about the product?
At first when I signed up over 3 years ago I would find items that I would like added and thought would be beneficial. Since then they have been looking al feature request and have been really adding some good ones now especially in this time.
Their android app has had some issues too.
Their android app has had some issues too.
What problems is the product solving and how is that benefiting you?
I problem that I can recently think of is that we wanted to use more of the inventory to manage what was in stock but there was no way to see that state. They have added that now so that would help anyone else that is looking to do the same.
Recommendations to others considering the product:
Its a great modern helpdesk and helps out the save time for your IT and internal support team
Everything I want to see or automate is configurable by me
What do you like best about the product?
Between reports, workflows & automation, dashboards, etc., everything is configurable on a pick & choose/drag & drop platform. The filters I create can be made private or public and can then be turned into informational charts on my personalized dashboard. Each chart is interactive as well, so when I click on a part of a chart, my tickets relative to that part of the chart are presented to me.
What do you dislike about the product?
The only downside I've found so far is that you are only allowed 1 SLA chart in your dashboard. The way we have groups set up doesn't allow for us to see all the SLA information, by group, that we would like to see.
What problems is the product solving and how is that benefiting you?
The sheer efficiency in my response time is stellar. The visibility into my tasks is so clear. I've also noticed that our director can much more easily notice at a high level how the help desk is operating. On his personalized dashboard, he can see SLA breaches or overdue tickets and comment on them internally with private notes to get updates/provide additional information right within the ticket. We are also starting to use FreshRelase, so we will be able to tie tickets right into projects as tasks.
Progression through automation
What do you like best about the product?
Freshservice are reactive and proactive.
What do you dislike about the product?
Some support requests have taken longer to resolve than expected.
What problems is the product solving and how is that benefiting you?
Asset collation and maintenance management predominately. The automation tools are creating greater efficiency than anticipated.
Recommendations to others considering the product:
Don't judge a book by its cover. You will see a good product at first but as you read further you will realise it is a great product.
A Powerful and Versitile tool for Workflow Management
What do you like best about the product?
The automation that freshservice is capable of really helps us to maximize our efficiency at completing our tasks and managing our time.
What do you dislike about the product?
Since I started using freshservice in April of 2019, the most consistent problem I've had is that the mobile app (android) does not always work properly. However, their support is very responsive when I report and issue and when the app does work, it helps tremendously when on the go.
What problems is the product solving and how is that benefiting you?
Technical helpdesk, customer service, and workflow management.
On of the biggest benefits of Freshservice is that it acts as a massive repository of information for us that we can refer to when needed.
On of the biggest benefits of Freshservice is that it acts as a massive repository of information for us that we can refer to when needed.
Good, intuitive product
What do you like best about the product?
Ease of implementation and adoption from users
What do you dislike about the product?
Limitations on analytics and reporting; a little cumbersome in finding menues
What problems is the product solving and how is that benefiting you?
Insights to our IT support load, assignments, and response times. Improvements in our end user support (timeliness).
A complete Service Desk experience
What do you like best about the product?
The most helpful features are the all in one offering they have. Specifically to be able to view the assets and software that a requester has. Their integrations with tools such as Teamviewer is also beyond helpful and enables the support team to pretty much live inside Freshservice for all of their needs.
What do you dislike about the product?
So far nothing has jumped out. There has been a couple of issues with things like SAML and service catalog but their support team has been great at responding to those. Perhaps some changes to their documentation would help new users.
What problems is the product solving and how is that benefiting you?
We are now able to offer our team with an all-in-one solutions. From employee on-boarding to end user support. We no longer have to use 4 different tools. Their day passes also provide much needed help.
Recommendations to others considering the product:
I would recommend to go through the full trial first and draft a deployment plan. There are many features that need to be modified to support specific workflows. Use their success managers as much as possible. They are a great resource.
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