Freshservice
Freshworks Inc.External reviews
1,274 reviews
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Great all round support product
What do you like best about the product?
The user interface is clean and simple to use, it's easy for an end user to customise and manipulate the front end. There are large parts of the system that I've not explored yet
What do you dislike about the product?
The change from Dispatchr Automator rules to Workflow automator meant that I have a huge workflow that I need to find time to break down into simpler individual workflows so that I can see easily what they do and where to change. If I was starting from scratch that would be easy. I also wish that you could bulk add a private note to tickets.
Would be good to know if another agent is currently looking at a ticket.
Would be good to know if another agent is currently looking at a ticket.
What problems is the product solving and how is that benefiting you?
Better visibility of the quantity of tickets and the ticket types. Interfaces with other clients support software and allows a small team to look after a large user base easily.
Recommendations to others considering the product:
Look carefully at the options for the different level of license and make sure you choose the right one for your requirements
Less laggy than connectwise !
What do you like best about the product?
This app is really fast and for us in IT it matters a lot! It should be your main priority!
What do you dislike about the product?
There is no dark theme as of right now, it could be a little bit faster too, let agent disable some information display or features so it loads faster?
What problems is the product solving and how is that benefiting you?
I fix hundreds of tickets for a private jet company
Recommendations to others considering the product:
Definitely use a dark reader or any chrome extension to make the page dark, because it's very white. Also, the hotkeys are a must!
best helpdesk soltion I have worked with
What do you like best about the product?
users can easily make tickets and the overall flow of working on a ticket with a user is very good.
What do you dislike about the product?
involve or contacting multiple users in one ticket.
What problems is the product solving and how is that benefiting you?
we are a small IT team with many users, before we used topdesk but our users did not like the experience and would rather call us ore come to us with problems.
with freshservice the experience is better so users don't find it annoying to make a ticket.
with freshservice the experience is better so users don't find it annoying to make a ticket.
Recommendations to others considering the product:
Would recommend it to anyone still using topdesk
I love the way of ticketing for problem in it department
What do you like best about the product?
What I like most about freshservice is the way nus can handle tickets in different ways. Soon we will incorporate the continuous improvement department into freshservice for the follow-up of their continuous improvement. What I also like is the fact that everything is customizable to what we want. It is easier with the freshservice dashboard to know where we are in our requests coming from the users. Another good thing about this software is the way the user sees the progress of his request.
What do you dislike about the product?
What I like the least is that on the freshservice side is the time to make new feature requests. They take a lot of time to arrive. On our side we have programmers who can make development requests, but since we don't have access to the database we can make development requests on our side. It would have been very simple also to have access to the database to make development requests to do BI with power BI.
What problems is the product solving and how is that benefiting you?
We no longer have all development requests in our mailboxes. It's also easier to share where we've reached the requester on their request. Ease of use is also much simpler for everyone. We have increased our speed to execute requests from all over the world.
Recommendations to others considering the product:
Freshservice is the best software for everything related to the IT department.
Works well, great support
What do you like best about the product?
Simple, easy to setup. Has everything you would need out-of-the-box for help desk, knowledge base, change management, and asset inventory system.
What do you dislike about the product?
One quirky thing that we found was that you couldn't track software inventory the same way you could for hardware inventory. We ended up listing our software assets as software categories of hardware to get around it. Would also like to see a better free form method for describing inventory with pictures / WYSIWYG editor (versus plain text form fields and attachments).
What problems is the product solving and how is that benefiting you?
Associate tickets to problems as well as assets (for better reporting), as well as tracking production changes to servers, software, and networking equipment.
Recommendations to others considering the product:
Set up the trial and see if it meets your needs.
Customer Service was helpful
What do you like best about the product?
I asked a question regarding the service catalog (how many checkboxes are available) because I kept receiving an error when I tried to save. They told me the limit was 25. I provided my use case for why we needed more and they increased the amount to 60. It was very easy and quick to get that change.
What do you dislike about the product?
Nothing to do with the customer service. FreshService isn't as customizable as I would like, having to do some workarounds.
What problems is the product solving and how is that benefiting you?
It's pretty organized. Helps our team stay on top of tickets. We have quite a few different teams who use this so it helps us work together when needed but also keep that separation as well.
Great tool, and superb team behing it
What do you like best about the product?
The speed, and API first design. Good UX design
What do you dislike about the product?
Support can be hit and miss depending on the day.
What problems is the product solving and how is that benefiting you?
ITSM
Excellent incident and service request communication and productivity tool for end-user support
What do you like best about the product?
- Workflow Automations.
- Quick responses & shortcuts.
- Well organized views.
- Knowledge Base
- Easy to use
- AD Integration
- Quick responses & shortcuts.
- Well organized views.
- Knowledge Base
- Easy to use
- AD Integration
What do you dislike about the product?
- Could use a little more color shading by priority to help sort a board of many requests. Can accomplish by opening several tabs/views.
- Difficult to group Parent-Child tickets if tickets are already closed/can't remember title or requester of previous tickets that have grown to become a bug or current known issue.
- Can't report on tags
- Difficult to group Parent-Child tickets if tickets are already closed/can't remember title or requester of previous tickets that have grown to become a bug or current known issue.
- Can't report on tags
What problems is the product solving and how is that benefiting you?
- With the right set-up custom to your needs it helps stay on task and keep a record of issues.
- Use to resolve all kinds of user issues, service requests, changes.
- Also some project tracking
- Use to resolve all kinds of user issues, service requests, changes.
- Also some project tracking
Recommendations to others considering the product:
Review your licensing options. In some of the upper tiers there are some really great management, collaboration and workflow options for larger teams
Knowledge
What do you like best about the product?
Manage all of our services in just one tool.
What do you dislike about the product?
Thera are things that i would like to make changes and lastly, im in permanent contact with the FreshService Support, to help me on that
What problems is the product solving and how is that benefiting you?
All Incidents and Services requests today are handled and recorded via ticket.
The reports are practical and easy to present the numbers to the company management.
The reports are practical and easy to present the numbers to the company management.
Snappy, Easy-to-Use Interface
What do you like best about the product?
The ease of use and snappy interface. I was able to familiarize myself with the product quickly and the customer support team is attentive and great to work with.
What do you dislike about the product?
I wish it were a little easier to track closed tickets.
What problems is the product solving and how is that benefiting you?
I am able to track tickets easier through the web and mobile app. Our users also notice increased productivity.
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