Freshservice
Freshworks Inc.External reviews
1,281 reviews
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Proactive and an extremely fast response to any questions/suggestions/requests
What do you like best about the product?
Friendly, proactive, genuinely interested in understanding our needs and assisting us
What do you dislike about the product?
Nothing I can think of - they have been very helpful and supportive in our evaluation
What problems is the product solving and how is that benefiting you?
Looking to replace our aging ITSM with a new product and introduce a vast array of new features which will improve our time to log calls, respond to calls, automate workflow and provide a much better service to our end users
Recommendations to others considering the product:
Try them - you'll be pleasantly surprised
So Far So Good
What do you like best about the product?
I love the responsiveness of the customer service, and the ease of use of the software.
What do you dislike about the product?
Wish it was a little bit more customizable.
What problems is the product solving and how is that benefiting you?
We needed a ticketing system for our IT Department. So far it has cut down on response time and keeps everything together.
Quick responses
What do you like best about the product?
The follow-up E-mails and the personal communication. No standardized responses.
What do you dislike about the product?
Do not always understand the issue, but it could be my own fault
What problems is the product solving and how is that benefiting you?
The rules on Freshservice
FAQ is also useful. Customer Service could provide me with relevant links to FAQ
FAQ is also useful. Customer Service could provide me with relevant links to FAQ
Great service, great support
What do you like best about the product?
We use Freshservice as our primary ticketing software and whenever we have any questions or issues the support team are there to help resolve them quite quickly.
What do you dislike about the product?
There are still a few things that we would like to see in regards to functionality in the product (such as a text to ticket integration) however it is very easy to use, very easy to configure and an overall great service.
What problems is the product solving and how is that benefiting you?
It helps us with tracking our performance as well as provides an archive of previous issues we've had to deal with. We have also been building a knowledgebase to help solve many easy issues users might have access to solve themselves to alleviate some of our workload.
Recommendations to others considering the product:
It is highly customizable and easy to customize. Rules are easy to create and has great support for any issues you might face
Very good and good looking ITSM SaaS software
What do you like best about the product?
* Fast rollout: you can go live with Estate Plan in really 2 weeks.
* Good implementation of ITIL framework.
* Good asset manager.
* Good customer service: fast reply and competent customer service so far, really appreciate it
* Easy and intuitive interface for the users: this is the main stand out feature with competitors! We really want users to use this Service Desk tool with all the features, especially Service Catalog, and FreshService intuitive UI is what helped us achieving good usage with almost no users complaints.
* Affordable: price is agent based, not user based, and is one of the lowest compared to competitors, maybe the lowest on ITIL based software
* Good implementation of ITIL framework.
* Good asset manager.
* Good customer service: fast reply and competent customer service so far, really appreciate it
* Easy and intuitive interface for the users: this is the main stand out feature with competitors! We really want users to use this Service Desk tool with all the features, especially Service Catalog, and FreshService intuitive UI is what helped us achieving good usage with almost no users complaints.
* Affordable: price is agent based, not user based, and is one of the lowest compared to competitors, maybe the lowest on ITIL based software
What do you dislike about the product?
* Project management module is underdeveloped (only Estate plan): the module works but there are PM focused competitors that does the job way better, and it's really lacking features when we're talking about portfolio management (i.e: handling more projects). The devs should remove the feature or improve it.
* Some features have low customization: asset management and categories, for example, doesn't have lot of customization options so if you may get stuck with them if your organization have particular needs.
* Mobile app is below the web UI: I really like the web UI but not the mobile app, especially for agents usage.
* Some features have low customization: asset management and categories, for example, doesn't have lot of customization options so if you may get stuck with them if your organization have particular needs.
* Mobile app is below the web UI: I really like the web UI but not the mobile app, especially for agents usage.
What problems is the product solving and how is that benefiting you?
A central ITSM system has greatly benefit our company and the intuitive UI help the users with their requests.
Recommendations to others considering the product:
Use the customer service (they really help) and train your end user constantly at using the software resources, especially the Service Catalog, to really use the full feature of the software
A full featured pop-up with a fresh look
What do you like best about the product?
There quick reactions to support calls and pricing
What do you dislike about the product?
The multi-language support is not optimal. No real dynamic content
What problems is the product solving and how is that benefiting you?
- Servicedesk
- Automating ticket creation
- Automating ticket creation
Recommendations to others considering the product:
Pay attention if you need full multi-language support
Easiest Service desk to use
What do you like best about the product?
The ease of use and setup of Fresh service is great. we can make announcements and link incidents to problems, for us this has been the best service desk we have had.
What do you dislike about the product?
I would like The integration of Team Viewer and to book appointments to users calendars (Office 365).
What problems is the product solving and how is that benefiting you?
Fresh service is cheaper than most and it helps with Asset management.
Recommendations to others considering the product:
Trial it and you will like it!
good and support is great
What do you like best about the product?
timings, support, resolution in immediately.
What do you dislike about the product?
as of now I am facing difficulties in reporting side. unable to fetch required report
What problems is the product solving and how is that benefiting you?
IT ticketing.
Recommendations to others considering the product:
need to focus on reporting side.
Full IT Help Desk up and running in a day
What do you like best about the product?
Ease of setup, detailed documentation. thriving community and support available via email, chat and phone. Responsive Account Managers
What do you dislike about the product?
Missing a few feature that would really help lock down requests. Such as full AD group sync.
What problems is the product solving and how is that benefiting you?
Previously we used email for all our IT work. Tickets would get lost. Staff were not able to see how tickets and request progressed.
Now tickets are tracked. Other agents can see notes. Projects are monitored and tasks assigned. Nothing goes missing.
Now tickets are tracked. Other agents can see notes. Projects are monitored and tasks assigned. Nothing goes missing.
Recommendations to others considering the product:
Very easy to setup. Make use of Support and the Community. We started with tickets coming in via email. Then published the portal a short time later. Portal adoption is growing organically. We had 1 person complete the setup in 1 day.
Simple, straight forward solution
What do you like best about the product?
Easy to use, integrates with SSO Okta solution that allows me to easily track my issues and get quick updates.
What do you dislike about the product?
Never heard of it before so I'm unsure if there are hurdles waiting down the road that I can't anticipate.
What problems is the product solving and how is that benefiting you?
Tracking of trouble tickets in potentially impact my release schedules.
Recommendations to others considering the product:
The ability to integrate with single sign on services such as Octa make it simple to use and get people to use.
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