Freshservice
Freshworks Inc.External reviews
1,274 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Good service
What do you like best about the product?
The quick attention to questions on the Chat they handle. Their Chat also can appear on any tab, different to Fresh Desk.
What do you dislike about the product?
You need to be very specific with questions, otherwise it takes a while for the Agent to understand what you're talking about. This survey is very long and it takes too many steps to reach.
What problems is the product solving and how is that benefiting you?
installation Process flow
Simple and modern ITSM tool
What do you like best about the product?
Easy to set up and use.
Modern interface.
Fast and efficient support.
All-in-one ITSM tool for managing Tickets, Problems, Changes, Releases, Assets, Projects, Knowledge Base, etc.
Good reporting and analytics, with many out-of-the-box reports.
Integration with other Freshworks and third-party tools.
Day Passes for occasional agents.
Huge amount of resources (videos, ebooks, whitepapers, forums, etc.).
We received a good discount as a non-profit organization.
Modern interface.
Fast and efficient support.
All-in-one ITSM tool for managing Tickets, Problems, Changes, Releases, Assets, Projects, Knowledge Base, etc.
Good reporting and analytics, with many out-of-the-box reports.
Integration with other Freshworks and third-party tools.
Day Passes for occasional agents.
Huge amount of resources (videos, ebooks, whitepapers, forums, etc.).
We received a good discount as a non-profit organization.
What do you dislike about the product?
There aren't many things that we dislike of the tool. Of course there are functionalities that would be "nice to have" or that could be improved. Many of those can be asked for and sometimes it doesn't take long before they are implemented. Some functionalities are a bit basic or limited, but for our needs they have been more than enough.
Examples:
Cannot attach multiple files at once
No drag and drop attachment
Time tracking is wrong if you close the ticket before stopping the timer
Examples:
Cannot attach multiple files at once
No drag and drop attachment
Time tracking is wrong if you close the ticket before stopping the timer
What problems is the product solving and how is that benefiting you?
We moved our help-desk system from Zendesk and our ITSM from on-premise Spiceworks to Freshservice. We were able to unify two systems in one cloud-based, efficient tool.
With Freshservice we were able to introduce ITSM/ITIL methodologies and best practices.
With Freshservice we were able to introduce ITSM/ITIL methodologies and best practices.
Recommendations to others considering the product:
Give it a shot! The support team will be available to help with the implementation and the transition from existing systems. You can always request a demo or sign up for a free trial to test the functionalities and interface.
Great product
What do you like best about the product?
It has a simple interface and it is cloud hosted, but still has all the features I needed.
What do you dislike about the product?
There are several features in the higher level products that I would find useful, and would like to have access to.
What problems is the product solving and how is that benefiting you?
We now have a fully functioning service desk system that generates tickets from client email requests.
Mix feeling about this service
What do you like best about the product?
I like how users can easily create tickets for support.
What do you dislike about the product?
I dont like how inventory is not really easy to understand and manage.
What problems is the product solving and how is that benefiting you?
I am just using for ticket management.Look to expend my knowledge
Tooling is great, only issue is seasonal animations (requests a lot of performance from the system)
What do you like best about the product?
The easy solutions and the discuss features. The app on mobile.
What do you dislike about the product?
The bulk action service is not always working as expected. The web interface on mobile. Picture pasting not always working as expected ( Shows preview, but will not always add the picture )
What problems is the product solving and how is that benefiting you?
The application has simplified my work and helped me to make more manuals ( because of the easy recommended sollutions through related objects )
Honestly awesome, such a powerful tool with the best remote support.
What do you like best about the product?
how many things you can do with it and also the remote support, it is always a pleasure getting in touch with them, knowing that they will know what to do and will do the most of them.
What do you dislike about the product?
some bugs that may happen sometimes but it is normal considering how big this app is. Also, beign that big, there are a lot of things to get to know the app and at the biginning it is a bit hard.
What problems is the product solving and how is that benefiting you?
ticketing basically, using the app to receive tickets of the support that we give to our Fresworks clients and also asset management as we have charged our assets on Freshservice to have a complete view of our company.
Recommendations to others considering the product:
Be eager to learn and dont sit and wait for others to solve it always for you. It is so easy to be used and if you try it, you will become your own support.
Very handy tool
What do you like best about the product?
I like the fact that this tool is easy to use and quite intuitive.
What do you dislike about the product?
Configuration can be tricky sometimes :)
What problems is the product solving and how is that benefiting you?
We are trying to implement freshservice for all divisions in order to achieve cost efficiency and continuous improvement. It's not yet finalized so it is too early to talk about the benefits.
Recommendations to others considering the product:
As previously said it is really handy, easy to use and I think this is a really good tool. Configuration can be tricky sometimes so you might want to consider having an expert on board but all in all it's a very simple and easy tool so far (implementation is not done yet!)
Everything you might expect from a modern ITSM tool with great support and affordable price.
What do you like best about the product?
- Easy to set up. We were ready to go live in 2 days.
- Prompt support.
- Highly customizable.
- Integration with Microsoft Teams
- Mobile app
- Prompt support.
- Highly customizable.
- Integration with Microsoft Teams
- Mobile app
What do you dislike about the product?
- Migration from our old helpdesk was somewhat complicated.
- I would love to see better email integration, i.e. sending email from our email system and not using Freshservice's Sendgrid based emailing.
- I would love to see better email integration, i.e. sending email from our email system and not using Freshservice's Sendgrid based emailing.
What problems is the product solving and how is that benefiting you?
We moved away from self-hosted to cloud based helpdesk.
Recommendations to others considering the product:
Try it and I'm sure you love it.
Quality Product with Great support
What do you like best about the product?
Support is excellent and very responsive.
What do you dislike about the product?
The built-in reporting could be improved.
What problems is the product solving and how is that benefiting you?
We now have greater insight to the problems our users are facing.
Recommendations to others considering the product:
Fully commit to deployment and user adoption/
A great ISTM Platform with great support
What do you like best about the product?
The simplicity in terms of the platform and the great support they give
What do you dislike about the product?
Kindle there are some features that I miss, but they are allways checking for the clients requests and the implement a major of them. Very great
What problems is the product solving and how is that benefiting you?
We use Freshervice in all our company process.
showing 501 - 510