Freshservice
Freshworks Inc.External reviews
1,274 reviews
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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.
It has many functionalities that I like.
What do you like best about the product?
It has reporting services and so many needed tools/setup for a ticketing application
What do you dislike about the product?
The software and inventory need to be more robust.
What problems is the product solving and how is that benefiting you?
Ticketing/KB/Reporting.
Recommendations to others considering the product:
Good application
Best ticketing system for small to mid size business
What do you like best about the product?
Ease of use, convenient remote support, no infrastructure to maintain.
What do you dislike about the product?
The only downside is if you want to track your assets with this system. You will pay extra for each hundred assets.
What problems is the product solving and how is that benefiting you?
We did not have a ticketing system and Freshservice gave us a free trail period to test it out. We were not disappointed! We were up and running within a few hours of design and configuration.
Very helpful staff
What do you like best about the product?
The very helpful staff and an intuitive system for the users.
What do you dislike about the product?
Setup of different things are not always intuitive
What problems is the product solving and how is that benefiting you?
Standarized tickets with all information needed from the users
Recommendations to others considering the product:
Just do it.
Revolutionize Your IT Department
What do you like best about the product?
Freshservice streamlines our efficiency!
What do you dislike about the product?
Least helpful is inventory integrations.
What problems is the product solving and how is that benefiting you?
I implemented Freshservice in the Fall of 2016 and it has completely revolutionized our IT and development activities. Everyone in our company is a Freshservice requester. We've been able to streamline our proprietary app development process via Change and Release workflows, using Freshservice to collect tickets from all end users. Our IT team prioritizes end user incidents and service requests in Freshservice, and they manage each case through the Freshservice UI. We are able to gain insight into emerging issues and identify bugs via Problems to remediate issues with rapid response. We have integrated Freshservice with Slack making it simple to create tickets from conversations happening in Slack so we can better track and prioritize those issues as well.
Freshservice really shines in creating a single environment that allows our IT and Dev teams to remain in one application and respond with agility while keeping everything organized and prioritized. From inventory management to devops and a company wide Knowledge Base, Freshservice has been the single most valuable tool we have adopted for our IT department.
Freshservice really shines in creating a single environment that allows our IT and Dev teams to remain in one application and respond with agility while keeping everything organized and prioritized. From inventory management to devops and a company wide Knowledge Base, Freshservice has been the single most valuable tool we have adopted for our IT department.
Recommendations to others considering the product:
I highly recommend this platform to any CTO or IT Director in need of improving overall efficiency and organization.
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