Freshservice
Freshworks Inc.External reviews
1,274 reviews
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Lots of features, often terrible implementations and service
What do you like best about the product?
FreshService offers lots of features other ITIL/ITSM platforms don't: CMDB, forms, automations, incoming/outgoing webhooks. Pricing would be outstanding if the features worked as they should, but very often the platform feels like a beta product.
What do you dislike about the product?
Ooof, so much... Jamf inventory integration doesn't work and has never worked despite over a year of continuous troubleshooting with support. I know no one who has gotten FS's Jamf integration to work properly. I don't even know why they offer it. The admin panel is a mess, finding what you need often requires google searches. Support is OK to a point, but they tend to yes you to death, but don't follow up when they hit a wall in troubleshooting. Account managers change out every 3-6 months and are not able to affect much change when the product isn't delivering on its promise. Lots of little annoying "why can't I do this simple little thing?" moments: can't re-order articles within a support KBase, no error log for inventory syncs, no G Suite directory sync (just a crappy contact sync, which is not very useful). Typically every update released cuases a new UI goof, which results in an overall lack of progress in getting the product to where it should be.
What problems is the product solving and how is that benefiting you?
We manage all IT, Finance, and Office requests via the support portal. The ability to create forms that trigger processes for on-boarding, off-board, data transfers has been the one overwhelmingly useful feature that has kept me from jumping ship. Frankly, I am sick of the shortcoming and actively searching for a more polished alternative.
Recommendations to others considering the product:
FreshService looks great on paper, it's less impressive when you actually use it. Yes it has a lot of features, but many of them are half-baked. It can be useful for sure and it's not the worst Helpdesk in the world. But it could be so much better if the quality control and UI was improved.
Simple and effective ticketing
What do you like best about the product?
It's simple, easy to configure, and there is a game element that adds a bit of fun to a rather mundane application.
What do you dislike about the product?
Sometimes it can be too simple, but if it were more complex then it would lose it's appeal.
What problems is the product solving and how is that benefiting you?
We're using FreshService to address incidents, fulfill requests, manage assets, provide self service solutions articles, and we're looking into rolling out the Onboarding module in the very near future.
Great support, and a flexible, versatile product
What do you like best about the product?
Single signon and the ability to integrate with so many other systems.
What do you dislike about the product?
Some things are not intuitive at first like figuring out how to change some properties of a ticket, or finding certain tickets.
What problems is the product solving and how is that benefiting you?
Service portal for our customers, time tracking for techs with Harvest integration, documentation that can be shared with clients, single sign-on with our AD logins, new user creation process
Simple, Effective service desk solution
What do you like best about the product?
Clear transparent system, easy to see who is managing what tickets. Can create workflows to automate some of the ticket admin
What do you dislike about the product?
Nothing so far! the product suite has been well thought out
What problems is the product solving and how is that benefiting you?
the reporting functionality has increased our awareness into reoccurring issues that we've been having.
Recommendations to others considering the product:
Just go for it!
Amazing Ticketing tool
What do you like best about the product?
The tool is very easy to use, friendly and modern.
What do you dislike about the product?
Some configurations, as different permissions to see tickets are not available
What problems is the product solving and how is that benefiting you?
All IT issues
Benefits; users like the tool and use it to ask for help
Benefits; users like the tool and use it to ask for help
Recommendations to others considering the product:
Good tool
Freshservice to the rescue
What do you like best about the product?
They replied to my query immediately and gave me accurate solutions
What do you dislike about the product?
At first they were confused on what account I am inquiring about.
What problems is the product solving and how is that benefiting you?
different IT Solution Questions.
HOOQ - agc 19 Feb 2020: Workflow Automator insights
What do you like best about the product?
Learned that system will run all active workflow automators and from that, we must be aware of the conditions and actions one service workflow will have on the next.
What do you dislike about the product?
1. Absence of date check specially in form being filled out
2. Absence of capability to access custom form placeholders and apply them in Admin > Email Notifications
2. Absence of capability to access custom form placeholders and apply them in Admin > Email Notifications
What problems is the product solving and how is that benefiting you?
An action from one workflow that resulted on another workflow.
Pretty decent
What do you like best about the product?
The easily understandable UI that FreshService offers overall.
What do you dislike about the product?
The day passes, lack of automation and the recent change in Solutions. The new solutions are very confusing.
The day passes always runs out, and we have to get it every time we run out... which is okay, however, we always get redirected to finance even though we're a client and day passes should be given out easily. Our users need a lot of day passes every day so it is a hassle to direct us to finance every single time we request it.
The day passes always runs out, and we have to get it every time we run out... which is okay, however, we always get redirected to finance even though we're a client and day passes should be given out easily. Our users need a lot of day passes every day so it is a hassle to direct us to finance every single time we request it.
What problems is the product solving and how is that benefiting you?
One of the benefits would be the UI, because users can easily create and see their tickets whenever they need to.
FreshService, lots of great features and with always new functionnalities coming
What do you like best about the product?
It is a well designed tool which is easy to use for our users with a great knowledge base
The admin part is also understable easily
The automator part is very good and allow us to automate a lot of action
The orchestration center allows us to gain in productivity and to save a lot of time by not doing things manually
The inventory is also very useful to store our computers and assets which is very important for us
The integration and links with a lot of tools on the market is impressive and is super to centralize everything in FreshService
The admin part is also understable easily
The automator part is very good and allow us to automate a lot of action
The orchestration center allows us to gain in productivity and to save a lot of time by not doing things manually
The inventory is also very useful to store our computers and assets which is very important for us
The integration and links with a lot of tools on the market is impressive and is super to centralize everything in FreshService
What do you dislike about the product?
For the moment I didn't have any bad experiences, I hope it will continue the same way
Maube the customization of the portal is a bit hard for non-developper users but in the end we managed to customize it on our own
Maube the customization of the portal is a bit hard for non-developper users but in the end we managed to customize it on our own
What problems is the product solving and how is that benefiting you?
We automated a lot of task using FreshService automator to trigger webhooks that are linked to some PowerShell script. Such as onboarding, mailbox creation/modification/deletion, request for access rights on some enterprise apps with approval by manager
The incident management is easier for everybody than sending lots of emails
The knowledge base is improving the efficiency of our users as they arent wasting time on solving simple problems since they have access to it
The inventory allow us to check for the specs of our users' computer and assets. We know who is using which assets
We also use FreshService to keep all requests from our users in case of audit and we also use it for incoming alert on our infrastructure
The incident management is easier for everybody than sending lots of emails
The knowledge base is improving the efficiency of our users as they arent wasting time on solving simple problems since they have access to it
The inventory allow us to check for the specs of our users' computer and assets. We know who is using which assets
We also use FreshService to keep all requests from our users in case of audit and we also use it for incoming alert on our infrastructure
Recommendations to others considering the product:
FreshService is a very good tool for both parts (users and administrators). It is easy to implement it and it is user friendly which is very good for our users.
The automation part is very convenient too !
The automation part is very convenient too !
Just want we need for the right price.
What do you like best about the product?
The ticket management and Asset management are what we are taking the most advantage of. There was a dire need for a CMDB with my organization, and this product helped us get up and running quickly. Love that an asset number and barcode are automatically generated!
Love the solutions section, we have been building a robust list of helpful guides for end users and internal agents.
The mobile app is great, to be able to scan a label on a device, and it pop up with all that assets information or just pull up a solution in an instance is very helpful.
Love the solutions section, we have been building a robust list of helpful guides for end users and internal agents.
The mobile app is great, to be able to scan a label on a device, and it pop up with all that assets information or just pull up a solution in an instance is very helpful.
What do you dislike about the product?
The project management section has potential, while it may be good for internal teams. I would like to see the ability to invite non-agent stakeholders in to view a projects status and make comments. My boss would not be doing anything else to justify purchasing a full blown license or even a day pass.
I would like to be able to add custom fields when customizing my tickets and asset list views. Currently, you can only customize using their pre-defined fields.
I would like to be able to add custom fields when customizing my tickets and asset list views. Currently, you can only customize using their pre-defined fields.
What problems is the product solving and how is that benefiting you?
The add on for asset label making is quite restrictive, the smallest size is quite large and we've struggled to make it work with printing labels. With limited success we had to print to pdf, export to word and use manual manipulation and scaling settings to get them to print a label sheets.
Recommendations to others considering the product:
Out of the box, it's easy to setup and get running. The agents and probe make gathering a base list of assets a breeze. Personally, the built in asset creation was a huge plus when leaning between this and other solutions. If you are looking for a simple solution to get your helpdesk up and running ASAP I would highly recommend freshservice.
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