Freshservice
Freshworks Inc.External reviews
1,286 reviews
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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.
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.
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