Freshservice
Freshworks Inc.External reviews
1,281 reviews
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External reviews are not included in the AWS star rating for the product.
Freshservice is a service I would recommend
What do you like best about the product?
I think their customer service is top tier, and their adaptability is always showcased in times of need. They are constantly adding new features and listening to the user base. They've also responded to all technical issues very swiftly and effectively.
What do you dislike about the product?
Their billing department can be difficult to reach. I've had a couple instances I've had to call in to get updates and push some questions forward.
What problems is the product solving and how is that benefiting you?
Not many problems, but as they are still growing, there are certain features I'm waiting to be added. I realized how effective asset management can be with Freshservice after finally implementing the feature.
Recommendations to others considering the product:
Reach out to technical support if you have questions. They are more than willing to assist.
Great App and Great Service
What do you like best about the product?
Easy to configure and support requests are dealt with swiftly. The apps is very easy to administer, even if you have not had expierence of using an ITSM tool before.
What do you dislike about the product?
I would like an way to quickly turn an email which is converted as a Incident into a Service Request which provides which change the IN# to an SR# as our customers do not want to worry about what is and what isnt and incident or service request.
What problems is the product solving and how is that benefiting you?
Incident Mgmt. Service Request, Change Mgmt, Release Mgmt, Contract Mgmt
Website was Shown as fraudulent
What do you like best about the product?
The team were very quick to reply and prioritize my issue, received constant updates on the progress and the methods they used to fix the issue.
We use this for our internal ticketing system which works very well, have had no downtime issues and any new updates will be fed to us.
We use this for our internal ticketing system which works very well, have had no downtime issues and any new updates will be fed to us.
What do you dislike about the product?
New to the support service so don't have any complaints as of yet
What problems is the product solving and how is that benefiting you?
Means we can logically prioritise workflow, resource and time to each alotted ticket. Allows us to put our own fields and what is really important to our business
Good SaaS helpdesk system
What do you like best about the product?
The interface and layout is simple to pick up and use.
What do you dislike about the product?
Searching for tickets could be easier and the admin interface takes a bit of getting used to.
What problems is the product solving and how is that benefiting you?
Cloud-based centralized help desk system with executive reporting and capabilities for SLA's.
Recommendations to others considering the product:
Freshservice is great if you are looking for an easy to use helpdesk product with optional features that can help you expand your interactions with the customer. Just want basic helpdesk, the software has it. Looking for executive reports and SLA criteria, you can have that too.
Great ITSM Tool!
What do you like best about the product?
Customer Support, ITIL aligned & modern!
CSAT great
Service Desk tools great
CSAT great
Service Desk tools great
What do you dislike about the product?
Knowledge base
Limited text editor
Asset Management stability
Limited Software Asset Management capability
Limited text editor
Asset Management stability
Limited Software Asset Management capability
What problems is the product solving and how is that benefiting you?
We have had Freshservice for just over a year. Great upgrade on previous Manage Engine Service Desk plus on prem solution. Overall has been very positive, support have been super responsive. As the solution is configurable and not customisable, it means that any changes really need to be made for all. So yes we would like to see tweaks and changes but know that things are being done on their roadmap to improve. Incident, Request, Problem Management are very strong. More work needed on asset management, knowledge management and CMDB.
Quick setup, Easy to use, and a power tool.
What do you like best about the product?
My team loves this new ticket system. It is easy to track tickets and can respond to end users with attachments and anything else needed. End users have the ability to create tickets by send emails or logging in via a dashboard. End users can also track their open tickets and view the status.
What do you dislike about the product?
There is not anything i can say that i don't like. We haven't even begin to tap into the power of this tool
What problems is the product solving and how is that benefiting you?
Inventory tracking, managing tickets, Agent productivity, and multiple department usage in one system for end users.
Top Tier Ticket System
What do you like best about the product?
Layout, features, and response time on support tickets when I don't know how to do something, or make dumb mistakes.
What do you dislike about the product?
I do wish there was a dark mode for the layout.
What problems is the product solving and how is that benefiting you?
Tracking techs response times and recall of events when called into question by C level employees.
Recommendations to others considering the product:
If you are looking for a ticket system with a customization asset system and good support, this is it.
its an IT solution that does a LOT more
What do you like best about the product?
It a platform that allows us to keep track of the service we provide to all our customers. We dont use it for IT or ITIL, but the platform its super friendly and enable us to do so much more.. Also i like that freshdesk is part of the culture of our company, everyone has freshservice open in the browser all the time, its fundamental
What do you dislike about the product?
the workflow could be more coplex, its not a BPM, so is not a big deal. Also ticket forms are quite simple, with no chance of modification
What problems is the product solving and how is that benefiting you?
We are not solving problems, whe dont use ITIL in this softwere, but we use it for so much more. We are a business school and we use it for Registrar Office, Campus & Hospitality, Food service, IT, Process Department, Legal Department, the posibilities are endless
Assist by email
What do you like best about the product?
Answer came back quickly and directed me to resolve my issue
What do you dislike about the product?
None. Sort Recent Activites and make the window's size adjustable.
What problems is the product solving and how is that benefiting you?
A Contact was held in the Deleted box, which actually acted like a Disabled feature to enable quick recovery of the Contact.
Recommendations to others considering the product:
Contact support...they are great listeners and will follow-up to help!
Freshservice Experience
What do you like best about the product?
Fast response time and accurate agents :)
What do you dislike about the product?
Nothing much to dislike really, we use the tool ourselves at work, it's perfect to keep up with tickets in this ststem
What problems is the product solving and how is that benefiting you?
Mainly ICT problems as we are an ICT service department. We can get an accurate description of how many issues have emerged because of a change thanks to the flexible way catagories can be set up
Recommendations to others considering the product:
fast, easy and reliable to setup and in day to day use.
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