Freshservice
Freshworks Inc.External reviews
1,281 reviews
from
and
External reviews are not included in the AWS star rating for the product.
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.
Outstanding service
What do you like best about the product?
Fast response and agility of support representatives.
What do you dislike about the product?
3-rd party partner of Freshservice was a bit hard to deal with. But I believe it's not FreshService's fault.
What problems is the product solving and how is that benefiting you?
We get a platform where we can communicate with end customers through various channels.
FreshService is a great tool
What do you like best about the product?
The look and feel of the application and the fact that the team is constantly updating/upgrading new features. The fact you can configure automation and forms as your desire easily.
What do you dislike about the product?
The tool sometimes limits you from customizing in a "smarter" way of creating forms. And in the asset management, a lot of entities are still not linked. As a result one should enter the same information in multiple fields.
What problems is the product solving and how is that benefiting you?
FreshService allowed our company to use ITIL as it should be. The easy way to handle tickets, problems, changes and releases gave our company the opportunity to better administrate requests and incidents.
Furthermore, the analytics is a great tool to have a better overview of all data.
Furthermore, the analytics is a great tool to have a better overview of all data.
Easy to setup and great technical support when needed
What do you like best about the product?
It has allowed us to collate all of our helpdesk requests into one location that was easy to setup and adopted well by our end users.
The layout is clean and straight forward to follow and being built around the ITIL framework allows you to manage a busy IT Helpdesk (including Change and Project Management) effectively.
Also the ability to have many different communication channels as standard without having to pay for the common ones is a huge bonus.
The layout is clean and straight forward to follow and being built around the ITIL framework allows you to manage a busy IT Helpdesk (including Change and Project Management) effectively.
Also the ability to have many different communication channels as standard without having to pay for the common ones is a huge bonus.
What do you dislike about the product?
The higher paid plans tend to get the better and newer features (as you would expect) whilst the lower tier don't.
It would be great if Freshworks were more flexible on the plans, allow us to take some higher tier features and bring them down to the plan we are on, or even allow for custom plans.
It would be great if Freshworks were more flexible on the plans, allow us to take some higher tier features and bring them down to the plan we are on, or even allow for custom plans.
What problems is the product solving and how is that benefiting you?
More visibility on problems within the business including being able to track recurring issues for deeper dive investigations. It allows us to identify problem equipment, software and processes allowing us to look at changes as needed, whether that includes replacement equipment or retraining of staff.
The mental wellbeing of the team has improved, they are now only contacted directly in events of Emergency and not for every minute little problem. Being able to triage work by having a clear overview has allowed the team to respond more effectively.
The mental wellbeing of the team has improved, they are now only contacted directly in events of Emergency and not for every minute little problem. Being able to triage work by having a clear overview has allowed the team to respond more effectively.
Recommendations to others considering the product:
Make sure you scope out your requirements fully and ensure that you understand how your users prefer to communicate with your team, if you make that as seamless as possible, your end users will adopt it much faster.
Freshservice as a tool for IT
What do you like best about the product?
the use of the ticket system is very easy. The use of the Knowledge Base is very helpfull for the users.
What do you dislike about the product?
there is a limitation of scanning Assets in the 'basic' version.
What problems is the product solving and how is that benefiting you?
all IT requests from users in our company
Recommendations to others considering the product:
no advise
Great product. Great support.
What do you like best about the product?
Easy to use, the function to email users or agents from within the ticket makes getting help or second eyes very easy.
Having had bad experiences of web based call logging systems in the past, I was worried about the performance but it's snappy and highly configurable.
Having had bad experiences of web based call logging systems in the past, I was worried about the performance but it's snappy and highly configurable.
What do you dislike about the product?
the workflows and admin functions arent the easiest to use. Lot of support available though.
Tasks dont work as I expected. It's a shame you cant assign tasks like you would an SR or incident
Tasks dont work as I expected. It's a shame you cant assign tasks like you would an SR or incident
What problems is the product solving and how is that benefiting you?
the reports and ability to email people from within the ticket are excellent
Recommendations to others considering the product:
Do it.
freshservice is a good tool for reports and alerts
What do you like best about the product?
the best part are alerts and reports which we are getting in timely manner and reports we can schedule as per customer requirement
What do you dislike about the product?
a little part is not disliking but its little late response from support
What problems is the product solving and how is that benefiting you?
we are adding servers and network devices like firewall switches and domain etc to get alerts in timely manner. we resolves issues after getting a alert from this tool
Recommendations to others considering the product:
i would like to recommend this tool for helpdesk, ITSM tool to my other friends in IT services
showing 511 - 520