Freshservice
Freshworks Inc.External reviews
1,281 reviews
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Has been a good helpdesk platform for our MSP
What do you like best about the product?
We are able to easily manage multiple helpdesks, to support all of our clients.
What do you dislike about the product?
Can be very sluggish and slow to load at times.
What problems is the product solving and how is that benefiting you?
Fielding helpdesk requests and approvals.
Couldn't work without Freshservice
What do you like best about the product?
Freshservice combines all the functionality you need to run a service desk from a single portal.
With the ticketing system, you are always on top of any issues the business may be experiencing.
The CMDB makes it easy to keep track of your assets. With the ability to link the tickets to assets, we can identify which assets have been causing issues over time and can replace them before they become an issue again.
The solutions area is very useful for keeping information for both technicians and end users.
With the ticketing system, you are always on top of any issues the business may be experiencing.
The CMDB makes it easy to keep track of your assets. With the ability to link the tickets to assets, we can identify which assets have been causing issues over time and can replace them before they become an issue again.
The solutions area is very useful for keeping information for both technicians and end users.
What do you dislike about the product?
There are some functions we have asked for which are not on the Freshservice roadmap. One example would be the ability to turn a managed asset into an unmanaged one, whilst retaining all the previous information within it.
Apart from that, there is no other issues I have with Freshservice
Apart from that, there is no other issues I have with Freshservice
What problems is the product solving and how is that benefiting you?
We use Freshservice for logging and tracking issues with our IT systems, whether it be with the infrastructure or an end user application.
Fantastic Ticket System for Companies with ITIL based Help Desk!
What do you like best about the product?
Freshservice is a very easy to use ticketing system which is scalable and reliable for tracking break/fix issues as well as projects. Another area in which it shines is the tracks change managements as well as assets all in on platform. Yes there are other ticket systems out there which mimic the same functionality however the way Freshservice organizes its information within the portal makes it easy for agents as well as administrators and supervisors to see the influx of incidents coming in. Freshservice also has a great built in feature for ticket agents to track their ticket throughput with achievements. Its a small but mighty feature to incentive help desk agents to get through tickets. Finally where this product truly shines is with integration. We are able to link Freshservice without company chat tool which allows us to program bots that will alert us via instant message when urgent issues arrise. Very dependable product!
What do you dislike about the product?
There arent many downsides to Freshservice as it is an ever evolving platform however sometimes when configuring ticket flows or work flows it can get a little confusing as to what you're doing however they offer great support who ready to jump on and help you configure whatever you need.
What problems is the product solving and how is that benefiting you?
With Freshservice being deployed to our company we were able to ditch our in house ticket system which was a pain to maintain and very costly and time wasting. Also we are able to do much more than track break fix incidents, we are able to manage all of our inventory within the portal allowing us to get away from other assest management softwares. It saves us time and money when we can integrate everything within one portal and it allows us to track everything seemlessly. We are also able to conduct change management through Freshservice using their built in change calendar and approval processes.
Recommendations to others considering the product:
If anyone out there is looking to switch to a new ticket system or go to a cloud based ticket system, definitely consider Freshservice when evaluating.
fast and efficient solution
What do you like best about the product?
straight forward and quick to deploy, its easy to get a service desk, asset management etc rolled out with not much effort. automatic emails to agents and clients is good too.
What do you dislike about the product?
its fast and straight forward BUT its not 100% configurable like some service desk solutions BUT the last of being 100% configurable means that for most of the users its straight forward and little to no stress to deploy
What problems is the product solving and how is that benefiting you?
managed solutions, internal service desk
FreshService is a great ticketing tool and is super easy to use
What do you like best about the product?
The design and UI. It makes it super easy to navigate through the SAAS.
What do you dislike about the product?
Some options aren't available and they are basic.
What problems is the product solving and how is that benefiting you?
Way faster incident resolution than our previous ticketing system.
Fresh Service Review
What do you like best about the product?
They try by all means to align with ITIL's best practices. And always respond within 5 mins.
What do you dislike about the product?
A few functionalities meant to be flexible are hardcoded.
What problems is the product solving and how is that benefiting you?
Being able to quickly resolve customers' tickets on time, and provide pretty reports.
Recommendations to others considering the product:
If you are looking for something easy to configure and maintaining check Fresh Service.
Great Platform for small businesses
What do you like best about the product?
Freshservice has a huge suite of applications that help get your business moving from small to large scale businesses at a cost effective price. Their support staff is super friendly and responsive as well.
What do you dislike about the product?
While they're still in transition of unifying all of their products, it does make difficult for jumping in between products.
What problems is the product solving and how is that benefiting you?
Asset management, Employee data (HRIS), and onboarding. Freshservice makes it easy to do it all
My experience has been very good. Support is fast and thorough
What do you like best about the product?
Their support service is very fast thorough
What do you dislike about the product?
I havent found anything yet that I dislike.
What problems is the product solving and how is that benefiting you?
Getting issues to the correct agents to solve their needs
Recommendations to others considering the product:
I dont have any
Freshservice
What do you like best about the product?
The design is simple and elegant. It is easy to customize and even easier for the user to access. The Support staff at Freshservice promptly answers my issues and keeps in touch until my issues are resolved.
What do you dislike about the product?
We have only been using this service for less than a year and have never had a Help Desk before,. We are learning as we go. We have not come across anything yet that we dislike.
What problems is the product solving and how is that benefiting you?
We now have an accurate Inventory of assets and the software installed on them. We are slowly building a database of issues and solutions.
Great Ticketing System
What do you like best about the product?
Freshworks makes sure I don't miss any requests and prioritize my work day.
What do you dislike about the product?
In order to close out tickets there is a lot of information required before I can close. This can slow me down but is actually a good thing when I need to run reports.
What problems is the product solving and how is that benefiting you?
Internal customer service, now my team always lets someone know when they have picked up a request and what the progress is. We also never miss a request since tickets catch what the team might miss in an email shuffle
Recommendations to others considering the product:
None
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