Freshservice
Freshworks Inc.External reviews
1,276 reviews
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External reviews are not included in the AWS star rating for the product.
Highly customizable software, excellent ticketing system
What do you like best about the product?
Its rich number of features make this software a Swiss knife, it is highly configurable to work for various purposes, it can be used as a help desk, it service management tool, all on one platform which makes it flexible at all times. Its easy use allow the team to adapt quickly to the workflow of the application, has a organized structure that facilitates the management of changes, updates, incidents and other administrative business tasks.
What do you dislike about the product?
Customer support is usually moderately responsive so you'd expect to have your ups and downs regarding the waiting time to contact a support agent for the first time as there were times I had to create another ticket to have a response from their staff. Even though this software is highly scalable it suffers when adding different modules in its functionality, besides that the ones available are not as complex as i expected. The mobile app falls short of features, which decrease productivity for users who normally work with mobile devices
What problems is the product solving and how is that benefiting you?
Having the possibility of having a software as efficient as this has made our team more productive since joining our company, the wide variety of reports, project management, creation, editing and management of a ticket system almost impeccable to resolve our customers' incidents as efficiently and quickly as possible. In addition to this having the feedback of our customers allow us to have that feedback of opinions and criticisms that make us improve and focus where our weaknesses are.
Recommendations to others considering the product:
Freshservice gives you a range of options to choose from when designing and applying ITSM for your business or company, the large number of features allow you not to run out of options when making your tasks easier and more efficient either in the web portal or in the ap mobile file (although the latter has room for improvements). Its user interface is quite modular and easy to use thus allowing a quick learning throughout all its functions.
The support was quicker than expected
What do you like best about the product?
Instance response and action even after office hours
What do you dislike about the product?
No observation at the moment. Hence nothing.
What problems is the product solving and how is that benefiting you?
SSL Certificate creation
Recommendations to others considering the product:
Recommended the product due to the following reasons.
a) Ease of use.
b) Instance support.
d) Less Price compared with other products available in the market
e) Integration features
f) Functionality
a) Ease of use.
b) Instance support.
d) Less Price compared with other products available in the market
e) Integration features
f) Functionality
A modern servicedesk tool
What do you like best about the product?
FreshService is cloud-based, has apps that run on mobile devices, has single sign-on and is very intuitive. There are a lot of features that our previous servicedesk-tool could not do so it is such a relief that FreshService offers all these features.
We went live with FreshService in March and 2 weeks later we had a company lockdown because of COVID-19. As we pushed the FreshService-app to all employees mobiles in March, employees knew how to create tickets and find solutions in FreshService.
This was a huge time-savrs for IT : you can create solutions like manuals and how-to's, and send the link within the ticket. All solutions are easy to find and easy to be updated.
Another thing : FreshService gives excellent support.
We went live with FreshService in March and 2 weeks later we had a company lockdown because of COVID-19. As we pushed the FreshService-app to all employees mobiles in March, employees knew how to create tickets and find solutions in FreshService.
This was a huge time-savrs for IT : you can create solutions like manuals and how-to's, and send the link within the ticket. All solutions are easy to find and easy to be updated.
Another thing : FreshService gives excellent support.
What do you dislike about the product?
There are a few things that would be 'nice to have', like a loan agreement that an employee can approve. But that's just because FreshService offers so much more than our previous servicedesk-tool that you hope it can do everything
What problems is the product solving and how is that benefiting you?
IT-related issues and IT service requests ,Employee on-and offboarding, Travel approvals
Recommendations to others considering the product:
Implementation of FreshService can be done within a month, consultancy is handy but not required.
Great service with individual solutions.
What do you like best about the product?
Freshservice (and Freshworks in general) is providing a very good kind of customer-service. Not just including fast and professional response to support tickets, but although kind of individual solutions as far as possible. The pricing is very good for all the service offered.
What do you dislike about the product?
Some features for MSPs (Multi Service Providers) take a long time to be implemented.
What problems is the product solving and how is that benefiting you?
Complete MSP-Service for all our customers.
Recommendations to others considering the product:
1) Check if the software fits almost all your needs
2) Make a list of features you need to have but are not implemented in freshservice and ask their support
3) Get used to the API and look if some of the 1) can be solved via API
2) Make a list of features you need to have but are not implemented in freshservice and ask their support
3) Get used to the API and look if some of the 1) can be solved via API
Helps me manage my IT inventory
What do you like best about the product?
I like the asset management module. I like how easily I can identify what assets are assigned to an employee (PC hardware, software licensing and subscriptions, etc.) I can easily report on what I have in stock and aging of computers.
What do you dislike about the product?
Haven't experienced any downsides of using FreshService yet.
What problems is the product solving and how is that benefiting you?
I solved the problem of keeping a meaningful hardware and software inventory. I'll be using FreshService to implement a HelpDesk system next.
Freshservice Support. Was good and will be good.
What do you like best about the product?
I was a little worried when Freshworks turned off the chats on their pages because I always got quick and competent support here.
But my fear was unnecessary, I also get feedback via email within a very short time, which usually led to the solution the first time I contacted them.
The contact is always friendly and also happy to help with complex problems and questions.
But my fear was unnecessary, I also get feedback via email within a very short time, which usually led to the solution the first time I contacted them.
The contact is always friendly and also happy to help with complex problems and questions.
What do you dislike about the product?
to be honest. I have nothing i dislike. Everything is good as it is.
What problems is the product solving and how is that benefiting you?
We have very different requirements for the tool. Since we are a reseller, we meet new challenges every day thanks to our customers.
Be it logical problems with large automations or simple settings.
We, as well as our customers, have unfortunately lost their lives since freshservice was launched.
Be it logical problems with large automations or simple settings.
We, as well as our customers, have unfortunately lost their lives since freshservice was launched.
Recommendations to others considering the product:
If you are still looking for an ITSM tool that fulfills all your needs, then take freshservice and stick with it.
Team Feels Freshservice is Clean & EASY
What do you like best about the product?
-Clean GUI
-Easy to Use
-Packed with Features
-Great Asset Tracking
-CSAT Scores
-Very GOOD Mobile App
-Easy configuration that can be done in house
-Easy to Use
-Packed with Features
-Great Asset Tracking
-CSAT Scores
-Very GOOD Mobile App
-Easy configuration that can be done in house
What do you dislike about the product?
-Agent in-app Notifications could use work. It would be nice to filter notifications by group.
What problems is the product solving and how is that benefiting you?
Collaboration has increased! Collaboration between teams has increased! We are now able to bring other teams onboard.
Recommendations to others considering the product:
Be very clear on your needs
Solid Platform for MSP
What do you like best about the product?
Able to Evolve the platform over time as our needs have changed
What do you dislike about the product?
A lot of overhead in setting up. An import feature would have assisted.
What problems is the product solving and how is that benefiting you?
Dashboard customization allows for good Macro views for team management and the ability to focus on the desired area's for individual techs
Recommendations to others considering the product:
Design your support process well
Excellent product, brilliant support
What do you like best about the product?
Dashboard provides clear and concise information visually. Support has been extremely well received.
What do you dislike about the product?
Some of the limitations of the Blossom package particularly with solutions not be available for templates requests from the end user portal. A pretty big jump in pricing from Blossom to Garden given only asset management and solutions being added.
What problems is the product solving and how is that benefiting you?
Consistency in responses to clients with canned responses. Visual dashboards for management and supervisors to be able to birds eye view tasks within the service desk. All staff able to see communications in a single system.
Extremely useful program that is constantly evolving.
What do you like best about the product?
I like the customizability of the dashboard, the ticket filters, and the app.
What do you dislike about the product?
Any problem I have had has been resolved in one day. Nothing to dislike about that.
What problems is the product solving and how is that benefiting you?
I work for a school district. I usually help teachers with computers, but we have opened our help desk in the COVID-19 pandemic to the public. They can easily create accounts and submit tickets.
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