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.
Easy to use
What do you like best about the product?
We use Freshservice to keep track of issues that we have in our own software. It's a huge help that we now have one place where our people can report and track the progress of issues. When we have feedback or problems for freshservice they always help us is a quick and friendly way.
What do you dislike about the product?
Some translation are not completely correct.
What problems is the product solving and how is that benefiting you?
We use Freshservice to provide support within our company. previously people had too call in every issue. Now they can make a ticket themselves drastically increasing the time we have to actually fix the issues.
Cool way to keep your support under control
What do you like best about the product?
Simple to use, great features to keep tracking of a support ticket.
What do you dislike about the product?
Plans are a little bit odd, also I would prefer a simpler interface, and fewer options when capturing a ticket (sometimes just adding a note is enough)
What problems is the product solving and how is that benefiting you?
We had lost track of customer support requests for our Saas, now we can keep everything well documented and we can give a better, faster solution to those requests.
Recommendations to others considering the product:
First, decide if you are going to use it for external customers or internal users. It's a world of difference in terms of configuration.
Quick support service response
What do you like best about the product?
Very quick support responses to tickets and
What do you dislike about the product?
nothing to dislike, everything about the service is great
What problems is the product solving and how is that benefiting you?
Ease of managing and tracking tickets
Freshservice
What do you like best about the product?
Very fresh platform with frequent updates. The responsiveness of their service/support team is impressive. As with any platform, there are areas we would like to see improvements and change, but overall it is a complete system that is meeting our needs.
What do you dislike about the product?
No real dislikes. I would like to see more focus on reporting and notifications. There are many features available in their sister product, Freshdesk, that would be greatly appreciated as part of Freshservice.
What problems is the product solving and how is that benefiting you?
Improving Service Levels is the biggest advantage FS brings to our team and company. We hope to use the product more fully in the future to further improve our customer experience.
FreshService Review
What do you like best about the product?
The Support Service is excelent, we have a lot of hours of diference and the support is very nice. The agents of FreshService always have a nice answer to our requisitions.
What do you dislike about the product?
FreshService does not have a BPM System, At this moment, we really need BPM system and if FreshService had BPM System It would be a dream.
What problems is the product solving and how is that benefiting you?
The follow up for all the requisitions inside INCAE, we have all the services of each department inside INCAE in our helpDesk. We solve a lot of problems with our Service Catalog
Recommendations to others considering the product:
Read about the structure and vision of FreshService, is very important to work in the same direction.
A Solid Service Desk Tool
What do you like best about the product?
Freshservice provides some of the best features for my managed services business. It allows me to integrate my tools, provides API Access so I can interact automatically with the product, and provides a central location for all interactions with my customer(s).
It allows integration with my Office 365 Subscription and Azure Active Directory so my service agents no longer have to remember multiple user ID's and Passwords. The ability to customize multiple portals has been really beneficial with my customers as well.
Finally, the service representatives have been *really* helpful when I encounter something that I need help with. I've really customized my environment and they have been able to work through some issues and put me on the path to utilizing the environment significantly.
It allows integration with my Office 365 Subscription and Azure Active Directory so my service agents no longer have to remember multiple user ID's and Passwords. The ability to customize multiple portals has been really beneficial with my customers as well.
Finally, the service representatives have been *really* helpful when I encounter something that I need help with. I've really customized my environment and they have been able to work through some issues and put me on the path to utilizing the environment significantly.
What do you dislike about the product?
The reporting capabilities are the one area where Freshservice could stand to improve. I've taken to exporting the summary data out every 15 minutes using the API so I can provide realtime trending and alerting based upon some common capacity management algorithms for my staff. Microsoft's Power BI is (effectively) free, and I've been waiting almost 2 years for integration; instead I'm exporting that data to an SQL file and then correlating that with trends over a 30d, 90d, and 180d projection window.
Again, the support team is completely forthcoming regarding this capability and regularly talk with me about how/why my team would use Power BI.
Again, the support team is completely forthcoming regarding this capability and regularly talk with me about how/why my team would use Power BI.
What problems is the product solving and how is that benefiting you?
The Business problems are numerous as a Managed Services Provider. By implementing their solution for my team, I've been able to leverage cloud-based resources instead of building that environment in-house. Beyond that, I've been able to consolidate all operational customer interaction into a single, predictable experience that my customers appreciate. When coupled with the native integration with my tools, the customer experience is one factor that has helped us achieve 300% year-over-year growth.
Great Helpdesk Software
What do you like best about the product?
Very easy to setup and administer.
Attentive and helpful support.
Clean interface and easy to navigate.
Attentive and helpful support.
Clean interface and easy to navigate.
What do you dislike about the product?
More options to customize. Some fields are locked down. Also, would like more customization options for the portal without having to know HTML.
What problems is the product solving and how is that benefiting you?
Organizing and tracking helpdesk requests. Our previous process was to just email the IT team. That resulted in a mess and things got lost. Now, we're much more organized and the end user has a better experience.
Great platform for any size IT department
What do you like best about the product?
Ease of implementation. Ease of use. Users adopt it very quickly and appreciate being kept in the loop of where their issue stands. Makes the management of fleet devices as simple as it could be, the ability to easily create custom reports to find the information you are needing is very useful and easy.
What do you dislike about the product?
Lack of clarity on HIPAA compliance, the company actively markets to healthcare companies yet doesn't comply is current HIPAA regulations creating a burden on clients who need to adhere to these standards. Customers who need to maintain total HIPAA compliance will need additional in house policy and procedure to prevent entry of PHI into the system by end users. Currently, we have a filter mailbox setup so tickets need to be manually reviewed before being pushed into Freshservice. The company has provided no timeline that I am aware of at the time of this review for when they intend, if ever, to become fully 100% HIPAA compliant and be will to enter into a HIPAA BAA. This is my only complaint about this product, however it's a pretty big one.
What problems is the product solving and how is that benefiting you?
Tracking and trending of company IT-related incidents and service requests. Management and real-time tracking/reporting of company technology assets.
Recommendations to others considering the product:
If HIPAA compliance is a concern please note Freshservice will not sign a BAA so you will need to implement policy and procedure to de-identify information prior to entry into the system. In my experience, they have been unwilling to supply a timeline for when they will become fully compliant. Because of this, we have had to implement additional steps to prevent PHI entry into Freshservice. If we didn't have to do this extra bit of work, the product would be phenomenal.
Cloudbase ITSM
What do you like best about the product?
Easy to use itsm system with all prepared on first Log-on.
What do you dislike about the product?
there are some minor Bugs based on Browser compatibility.
What problems is the product solving and how is that benefiting you?
We could easily start with a itsm suite including Service requests which can trigger other cloud services (e.g. with webhooks)
Always prompt, follows up to a positive conclusion of issues
What do you like best about the product?
I like that with Fresh Service Team no issue / Problem is stupid. One gets sorted out completely and if a solution is not available at that time one is explained to. The Application has generally enable my team keep tabs with their activities. It has generally improved our service operations in the department
What do you dislike about the product?
I only had one experience that i did not like. I had explained my problem to an agent and what i had done to sort it out, then the agent suggested that i try the same thing that i pointed out that it had not worked. Also solutions to some issues ( for example creating separate SLA for Projects ) are not available until a certain number of similar requests are received by Fresh Service
What problems is the product solving and how is that benefiting you?
We are managing our vast assets with the App, It is also our primary help Desk App. It has helped a great deal in managing my agents and getting them to offer prompt support system to our technology users. None of them wants to violate their SLA so it has directly impoved their performance and the users are consequently happy.
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