Freshservice
Freshworks Inc.External reviews
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FreshService
What do you like best about the product?
I like the ease of use
The ability to use the free account
The ability to use the free account
What do you dislike about the product?
Nothing at all we really like this product.
What problems is the product solving and how is that benefiting you?
We needed a help desk system but could not afford one. The ability to have a help desk system
Recommendations to others considering the product:
Like it
we hope to be able to find a way to fund the pay service soon
we hope to be able to find a way to fund the pay service soon
Joe's Freshservice
What do you like best about the product?
integrates with a crm, chat and customer facing help desk service
What do you dislike about the product?
too many options make setting up intimidating
What problems is the product solving and how is that benefiting you?
handling internal bug squashing
Recommendations to others considering the product:
excellent support! probably the reason why i stayed. the setup can be a challenge otherwise. also, good integration with other freshdesk apps.
Great ticket tracker
What do you like best about the product?
I can submit and gain insight on my tickets via browser, email, or mobile app. Easy to use!
What do you dislike about the product?
Using the mobile app, when you reply, it always says Hi (your name). It's annoying.
What problems is the product solving and how is that benefiting you?
It's a centralized way to document tickets and get statuses.
Recommendations to others considering the product:
Ability to sort and filter better.
Freshservice, a fun, simple, and effective tool perfectly suited for request management
What do you like best about the product?
1. The service catalog that has allowed us to greatly simplify certain recurring requests (employee arrivals/departures, etc.)
2. The Dashboard allows us to have a very good quick view of the status of tickets on a day-to-day basis.
3. The ability to easily generate customized activity reports allows us to reduce the time spent collecting and analyzing KPIs.
4. A single tool to manage our IT and General Services requests
5. Cloud Model: accessible from anywhere and from any device | no impact on our current infrastructure, nor any administration to manage | easily adaptable to their needs
6. Ease of use and gamification (friendly competition between agents)
7. Possibilities for end users to track their requests
2. The Dashboard allows us to have a very good quick view of the status of tickets on a day-to-day basis.
3. The ability to easily generate customized activity reports allows us to reduce the time spent collecting and analyzing KPIs.
4. A single tool to manage our IT and General Services requests
5. Cloud Model: accessible from anywhere and from any device | no impact on our current infrastructure, nor any administration to manage | easily adaptable to their needs
6. Ease of use and gamification (friendly competition between agents)
7. Possibilities for end users to track their requests
What do you dislike about the product?
The search model that does not search in the personal fields of the service catalog
What problems is the product solving and how is that benefiting you?
Freshservice has completely addressed our initial issues. Indeed, the fact that users only need a web browser or email to make a request has allowed us to better record all user requests and avoid "hallway" requests. Moreover, we previously had two applications for IT and General Services tickets. Now, all requests are handled through a single tool. Also, the day-to-day management of tickets (escalation, tasks,...) has become significantly simpler with Freshservice. Finally, the multitude of reports offered by default in the tool has greatly reduced the monthly time spent collecting and analyzing KPIs.
In just 9 months, we have identified many improvements in the management of our IT and General Services requests. We now have the ability to have information on response times and ticket resolutions.
• On the agents' side:
◦ Approximately 15% decrease in average first response time
◦ Approximately 30% decrease in average response time
◦ Reduction in resolution time
◦ More than 50% decrease in IT tickets reassigned between agents thanks to the management of escalations, tasks, and scheduling
◦ Better tracking and management of tickets (more information provided on progress status)
◦ Reduction in the number of backlog tickets
◦ Increase in performance in terms of SLAs
◦ Satisfaction of IT teams
◦ Very good quick overview of ticket status thanks to the dashboard
◦ Reduction in time spent collecting & analyzing KPIs thanks to reports
◦ Reduction in ticket volume thanks to the self-service portal
• On the infrastructure side:
◦ Application availability 24/7 | no need to monitor it and its administration
• On the users' side:
◦ Simplification of certain recurring requests (employee arrivals/departures, etc.) thanks to the service catalog
◦ Reduction of chaotic "hallway" requests: increase in requests made via the tool.
◦ Satisfaction of end users with the system itself
◦ History of all their requests easily accessible
In just 9 months, we have identified many improvements in the management of our IT and General Services requests. We now have the ability to have information on response times and ticket resolutions.
• On the agents' side:
◦ Approximately 15% decrease in average first response time
◦ Approximately 30% decrease in average response time
◦ Reduction in resolution time
◦ More than 50% decrease in IT tickets reassigned between agents thanks to the management of escalations, tasks, and scheduling
◦ Better tracking and management of tickets (more information provided on progress status)
◦ Reduction in the number of backlog tickets
◦ Increase in performance in terms of SLAs
◦ Satisfaction of IT teams
◦ Very good quick overview of ticket status thanks to the dashboard
◦ Reduction in time spent collecting & analyzing KPIs thanks to reports
◦ Reduction in ticket volume thanks to the self-service portal
• On the infrastructure side:
◦ Application availability 24/7 | no need to monitor it and its administration
• On the users' side:
◦ Simplification of certain recurring requests (employee arrivals/departures, etc.) thanks to the service catalog
◦ Reduction of chaotic "hallway" requests: increase in requests made via the tool.
◦ Satisfaction of end users with the system itself
◦ History of all their requests easily accessible
Recommendations to others considering the product:
It is an excellent tool that fully meets the needs of agents and users. It is easy to set up, understand, and accept by end users. The administration and configuration part is done easily and does not require any special skills. A completely Cloud solution, therefore ideal, as there is no infrastructure to manage, and system administration is done by the FreshDesk teams!
Go for Freshservice ! :)
What do you like best about the product?
Freshservice is the best user friendly ITSM based tool i have worked upon. The entire look & design of the tool is fresh and attractive. And mainly in the end user's perspective the tool is well understandable with more good features like Service Catalog, etc..
What do you dislike about the product?
In software perspective there may be no reason for disliking. If at all we could say one, it may be with the tactical pricing. For example, Service Catalog feature comes only in the costliest package but other features in that package may not be necessary. For one good feature we need to choose costliest package.
But still they provide the feature as an add-on if you need it in the cheaper packages.
But still they provide the feature as an add-on if you need it in the cheaper packages.
What problems is the product solving and how is that benefiting you?
It brought a professionalism inside our firm where end users doesn't interact with the support person directly, where-in they log a ticket which makes the support person to work on it. It has also brought in a process.
Recommendations to others considering the product:
If you are looking for ITSM based tool which simply astonishing design and user-friendly type, then GO for this tool.
Great, easy to use Product
What do you like best about the product?
Freshservice is very comprehensive from an agent perspective but also from an administrator point of view. The system can be implemented in a very short period of time, because what you get is just right and usable without extensive training or customization. The main functionality is available to support your ITIL-based processes just out of the box.
One of the points i like very much is the built-in portal for the end-users. Providing a service-catalog with corresponding approval-workflows is a very easy task. The tools for automating tasks is feature-rich and suits most requirements of SMEs IT-organisations. What you get for the price is just more then fair.
And last but not least - Support from Freshservice is great and very responsive without any additional charge
One of the points i like very much is the built-in portal for the end-users. Providing a service-catalog with corresponding approval-workflows is a very easy task. The tools for automating tasks is feature-rich and suits most requirements of SMEs IT-organisations. What you get for the price is just more then fair.
And last but not least - Support from Freshservice is great and very responsive without any additional charge
What do you dislike about the product?
What could be better is the flexibilty in the Reports which are rather limited at the moment (e.g. no Excel-Export of raw-data). Another point ist the CMDB which would contain all the basic functionality but the Probe/Agent for Discovery is very limited in my opinion and could be better - you get what you get with almost no configuration-possibliy of attributes you get or possibiltiy to adapt the mapping of them.
What problems is the product solving and how is that benefiting you?
- Better Interface to our internal customers thruoughout self-service mechanisms
- Better understanding of customer-needs and problems
- Better overview of what we have to do and when
- Better understanding of customer-needs and problems
- Better overview of what we have to do and when
Just work for a short time with the product
What do you like best about the product?
Just work for a short time with the product, but the experience until now is very good. Also the suportdesk is reacting very quick and not found any question they can't answer
What do you dislike about the product?
At this moment I have none, but we are only in the implementation phase
What problems is the product solving and how is that benefiting you?
The planning is to put also our hardware into frehservices and that will be a benefit we not have yet
Great support
What do you like best about the product?
We use freshservice for our internal salesforce support. It's easy to use.
Dominic, a support engineer, helped us over the course of a few weeks on some forms we were creating with our HR team. He was patient, helpful, and attentive to our needs. He worked with us until we were satisfied with the forms.
Dominic, a support engineer, helped us over the course of a few weeks on some forms we were creating with our HR team. He was patient, helpful, and attentive to our needs. He worked with us until we were satisfied with the forms.
What do you dislike about the product?
There are some features that should be included, such as conditional logic for creating forms without code based solutions. It is a bit confusing to not have certain key features.
What problems is the product solving and how is that benefiting you?
Internal support is very clear and the surveys sent out are very easy to use. We are able to have different helpdesks that work together and we can reassign if we need to.
Solid system for internal support
What do you like best about the product?
Before FreshService, our requesters were unable to create tickets via email. This feature is available with FreshService, which is a great thing.
The ease of use for setting up FreshService allowed me to set up the basic configuration rather quickly. FreshService allows us to create our own way of work quite well.
Another great part is the quick and good support that we receive.
After one and a half year, I can still confirm the same!
The ease of use for setting up FreshService allowed me to set up the basic configuration rather quickly. FreshService allows us to create our own way of work quite well.
Another great part is the quick and good support that we receive.
After one and a half year, I can still confirm the same!
What do you dislike about the product?
There are no dislikes so far about Fresh Service.
What problems is the product solving and how is that benefiting you?
We are using the system with multiple seperate departments such as IT, Infrastructure, SAP, HR and other internal support groups. It's possible to have a seperation between those departments. This means that I am the general administrator for each department when it comes to the configuration. Thanks to that, the other departments don't need to get technical with FreshService!
Recommendations to others considering the product:
Incredible ease of use.
Great support from the entire FreshService team. Good communication, follow up on issues, follow up and information about feature requests or new features in general!
Great support from the entire FreshService team. Good communication, follow up on issues, follow up and information about feature requests or new features in general!
Flexible Platform
What do you like best about the product?
Fresh Service is one of our main relailble systems that we're using. But I like their flexibility in developing new methods and techniques to facilitate our processes.
What do you dislike about the product?
We just need to have particular timelines for the new plans or modifications.
What problems is the product solving and how is that benefiting you?
Automation is my part and most of my my business are relying on.
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