Freshservice
Freshworks Inc.External reviews
1,274 reviews
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External reviews are not included in the AWS star rating for the product.
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.
Very good incident management
What do you like best about the product?
Very easy to track tickets and the issues. Easy to distribute work, and very easy to track progress. Great automation rules, which work while you sleep.
What do you dislike about the product?
Not much to add here. Main thing would be to add support chat option back.
What problems is the product solving and how is that benefiting you?
Incident management as primary, and enhancements tracking as secondary. Main benefit is saving time, we were able to get more organized around the ticket itself.
Overall, good web product, but mobile app requests are years behind.
What do you like best about the product?
Simple incident and request tracker. Good analytics and reporting. Extended archive and storage accessibility of past tickets (2+ yrs).
What do you dislike about the product?
My only complaint so far, being a user for over 3yrs, is with the mobile app. I'm an Android user, so I can't speak for iOS users. I put in a request over a year ago for the ability to access our custom tags for tickets. Still don't see it. We use our custom tags for more granularity in our metrics and management reporting. This is not a big deal since smartphone browsers can now access full websites. Just would think FS developers would address this by now. So until then, I avoid using the app.
What problems is the product solving and how is that benefiting you?
Freshservice solves our problem of incident tracking and user support requests management. We also use it for change management and project tracking within our department.
Recommendations to others considering the product:
Very simple Saas application to stand up in your environment. Just pay for agent licenses.
Very quick to respond to my request
What do you like best about the product?
They knew exactly what the issue was and it was resolved in a timely manner.
What do you dislike about the product?
I've had a few issues with FreshService however the problems have always been resolved in a timely manner.
What problems is the product solving and how is that benefiting you?
I have to run a lot of reports on the team for senior management, and find the built in reports are quick and easy to use.
Just plain easy and not too heavy on the ITIL
What do you like best about the product?
I just works. It's a system that is easily configurable from anywhere. It has all the big modules of ITIL (Incident, Change) covered very well and some of the smaller ones represented in a lite format (Contracts, Vendor Management). We have not had a business requirement that we have not been able to meet in some form or other, without getting too creative. The customer experience is excellent in the form of the portal and our comms with our customers is so much easier now.
What do you dislike about the product?
The only thing I would complain about is the child ticket representation in Service Requests. Needs some work there to better hide subsets requests of the main ticket from the portal.
What problems is the product solving and how is that benefiting you?
Easy of configuration, overhead with old premise based solution, pleasing UX for the customers, mobile app and responsive website.
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