Freshservice
Freshworks Inc.External reviews
1,281 reviews
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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.
FreshService is incredibly easy to use for the techies and the end users
What do you like best about the product?
The user interface is very intuitive allowing you to do things very quickly with little practise.
What do you dislike about the product?
Some columns can't be added to the ticket view such as SLA forcing you to do an export to Excel to find detail. The workflow doesn't allow you to drag existing elements into new places once configured.
What problems is the product solving and how is that benefiting you?
We solve everday problems. We find the simple nature of the note system on tickets very easy to pull in other and collaboration just occurs without people thinking about it.
Recommendations to others considering the product:
FreshService is a very compelling platform. What it does do it does very well. User like it. Techies like it. It is incredibly simple to use.
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.
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