Freshservice
Freshworks Inc.External reviews
1,281 reviews
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Strong Help Desk System With Low Maintenance Requirements
What do you like best about the product?
If you needed to go live this Product could likely be setup at a basic level in less than an hour, but then allows you to get granular and refine and improve the product. As an example the auto reply emails. They are satisfactory out the door but can be edited and revised.
What do you dislike about the product?
When you create Categories for you tickets they have a great Preview button which allows you to view all of the categories and how they appear. With the canned emails you rely on using Field Tags so the preview button is really a missing feature. This requires you to test every email by triggering it.
What problems is the product solving and how is that benefiting you?
For a small staff we need a very robust and full featured Help Desk ticketing system, We also need something with low maintenance and does not require a lot of work as we do not have resources.
Recommendations to others considering the product:
Make sure you test every element you intend to use. They are very helpful but coming from a different product it is important to understand things like workflow and triggers.
Major time saver and accountability piece
What do you like best about the product?
This platform is very easy to use. It solves a number of issues in my IT Department
What do you dislike about the product?
Cost is a little higher but still very reasonable.
What problems is the product solving and how is that benefiting you?
Tracking of requests and concerns and providing accountability for IT staff
Excelent product for my use
What do you like best about the product?
facil manejo y desenvolvimiento en la herramienta
What do you dislike about the product?
no tengo objeciones con el producto lo recomiendo apaliamente
What problems is the product solving and how is that benefiting you?
a la fecha no ge tenido inconvenienitentes ha cumplido con mis expectativas
Recommendations to others considering the product:
recomiendo el producto
Great ITSM tool for small to midsize IT operations
What do you like best about the product?
Great implementation support and many features ready out of the box (i.g., inbound email to ticket conversion, incident, asset management, and reports), compared to a larger enterprise tool we previously used
What do you dislike about the product?
Custom fields for service catalog is limited.
What problems is the product solving and how is that benefiting you?
Simple and clean user interface
Recommendations to others considering the product:
We reached out to other vendors, but Fresh Service's business unit and the tech support unit were to most responsive and helpful from the beginning of the evaluation phase, which made them a clear winner among its competitors.
Superb services for support to my customers
What do you like best about the product?
The Freshservice is easy to deploy and provide less operational maintenance. It has ability to perform the job without repetitive administrative activities. This is my most favorite attribute. One time setup is a requirement and all the things are working well. I understand this type of flexible service require deep knowledge about requirement of business and about the desire outcomes. Where the paid plans has many good features, the free plan is also good enough for a small firm. It only needs a few hours to setup the services and its simple workflow is helping us to reduce the time consuming over an issue.
What do you dislike about the product?
The features are good enough and there is nothing to complain. However the look, designing and layout of admin panel could be update with some elgent look. There could be pre-designed templates for the user.
What problems is the product solving and how is that benefiting you?
Ticket and Knowledge base for the end user. The email to ticket and online submission of support request provide me pre-build solution to interact with the customer and to make the history of provided support.
Recommendations to others considering the product:
The freshservice is good, 24x7 available service. I am happy for its uptime, speed, and support ticket management features. Me and my team are using it since few times and never found any error or collision in its features.
Best kept secret in IT
What do you like best about the product?
The features and capabilities of FreshDesk is overwhelming evidence of their true experience. This is exactly what emerging IT company's need.
What do you dislike about the product?
Would like training. Also calendar help.
What problems is the product solving and how is that benefiting you?
Tracking types of tickets, discovering high support use from people or devices. Asset depreciation. Big company practice with few people!
Fresh Service Help Desk
What do you like best about the product?
It is easy to use and has great filters.
What do you dislike about the product?
Web page does not refresh automatically.
What problems is the product solving and how is that benefiting you?
It is easy for our clients to use and the filters make it easy to access tickets we need to look at.
Easy to create tickets
What do you like best about the product?
The user friendly interface is easy to work with.
What do you dislike about the product?
The text formatting for email notifications not working fine.
What problems is the product solving and how is that benefiting you?
Working on the iPad.
A great cost effective service desk platform
What do you like best about the product?
The web based product is easy to set up and configure. Cost is on a per user bases that can be adjusted realtime and charges are prorated.
What do you dislike about the product?
Billing needs improvement. When adjusting user counts, I could sometimes see many bills in week.
What problems is the product solving and how is that benefiting you?
We route our customer voicemail and email requests through Freshdesk.
Freshservice fits my company's needs perfectly
What do you like best about the product?
It's great having all of our helpdesk tickets and other requests all in one location/system for easy filtering and searching.
What do you dislike about the product?
I don't like how it doesn't seem possible to default (or save a Favorite) with certain criteria selected.
What problems is the product solving and how is that benefiting you?
We are solving our needs of using Freshservice as a helpdesk system. When users send an email to our IT department, these emails are automatically set up to create tickets in Freshservice.
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