We use it for our case management solution, knowledge-based repository, and for service delivery case management as well.
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.
It helps you streamline processes and keep track of assets!
What do you like best about the product?
Its ease of use, straightforward installation, excellent ticket management system, and rock-solid technical support are all features that I appreciate. Both tickets and assets are handled effectively. Our company's efficiency has been greatly enhanced by its customizable features, automated workflows, and ability to integrate with other applications. Any company that uses tickets to track tasks, automate processes, and keep track of assets would benefit greatly from this system's superior ticket monitoring and management capabilities.
What do you dislike about the product?
There should be more regular updates in the areas of change management and reporting, as these are often lacking.
What problems is the product solving and how is that benefiting you?
It facilitates the management of customer service tickets and discussions with the business. It allows us to see what types of issues our customers are having and organize our support team accordingly. Our customer success, sales, and support teams all use the platform. We can track current support requests in real time as they are shared among a group of remote specialists, and we can store historical data that both our customers and internal teams can access.
IT Support Tool
What do you like best about the product?
Fresh Service is tool that help to stemline the process and flow of users request, the best part of it is service request module
What do you dislike about the product?
There are some limitation regarding the SKU, as we will not be applying all the customization required
What problems is the product solving and how is that benefiting you?
We mainly use the service request and incident management module of fresh service in daily use. this will solve our main concern regarding the user's requests.
robust tool for IT
What do you like best about the product?
I like Freshservice’s intuitive interface because it makes navigating and managing IT tasks straightforward. Its user-friendly design streamlines ticketing, automates repetitive tasks, and provides clear visibility into service performance, making it easier to handle IT issues efficiently.
What do you dislike about the product?
One of the main drawbacks of Freshservice is its limited customization options compared to some other IT service management tools. While it offers a range of features, there are constraints on how extensively users can tailor certain elements to meet very specific organizational needs. For instance, while you can create custom fields and modify workflows, there might be limitations in adapting certain aspects of the interface or functionality as flexibly as you might with other platforms.
What problems is the product solving and how is that benefiting you?
Freshservice solves the problem of managing IT issues by centralizing ticketing, automating routine tasks, and improving team collaboration. It benefits users by streamlining workflows, reducing manual effort, and enhancing service efficiency, leading to faster issue resolution and better overall productivity.
FS review
What do you like best about the product?
Ticketing canned response, workflow automator etc
What do you dislike about the product?
Less integration mostly paid orchestran plugins
What problems is the product solving and how is that benefiting you?
We use it for our internal IT ticketing system. Its easy to integrate with gsuite to file email sourced ticket trigger etc.
Integrations available with third parties and easy to use
What is our primary use case?
What is most valuable?
I like that a lot of integrations are available with third parties. Another one would be ease of use. It's very handy and very easy to use.
The change management feature of Freshservice is very useful, handy, and easy to adapt to your needs. We use it for all of our change management.
It has an AI add-on called Freddy, and it's really good. It's really pretty good for what it is meant to do. There are improvement areas for it.
For instance, it has a feature for analyzing similar cases, but you cannot give feedback to let it know which case is indeed similar or which is not. But for what it is meant to do, it does a pretty well job.
What needs improvement?
There are requirements, not only from our side but from different users worldwide. I work with some community groups worldwide, and we have been placing several requests.
So, there are a few areas of improvement for this solution, like enhancing reporting for project management, which is also a feature it has, and some others.
For how long have I used the solution?
We work on a daily basis with Freshservice from Freshworks.
We have been using it for almost four years. Three years on the app.
What do I think about the stability of the solution?
So far, we have not had any issues with stability. It works pretty well.
What do I think about the scalability of the solution?
The scalability of this solution is very impressive. You can increase the usage, data types, and other stuff. So, it's very handy.
How are customer service and support?
The support is great.
How would you rate customer service and support?
Positive
Which solution did I use previously and why did I switch?
Other solutions we use include Zoom and HCL Domino. That's our daily use. We, of course, work with Microsoft Office and other stuff, but those are the main ones we work with on a daily basis.
How was the initial setup?
The complexity of the initial setup depends on your needs. It can be complex, but more than complex, it's long. It's a long process. It could be pretty straightforward, but it can be long.
So, depending on your internal needs, it might turn out to be complex. It took us four months to deploy it, from the very beginning to the end.
It is very resourceful. It has a lot of resources. In order to maintain it, there is a very vibrant and active community that I work with. So that makes maintenance easy. They have several support options for maintaining it. So, it's very simple to maintain.
What about the implementation team?
I subcontracted a third party, a partner, to implement it.
What was our ROI?
The return on investment is good.
What's my experience with pricing, setup cost, and licensing?
We're on the pro model and the pro license.
It is kinda expensive. There are several licensing options. We don't use the higher license model, which is very, very expensive. So, there are three options, but they are limited, as with many solutions. But the full, complete solution is very pricey.
What other advice do I have?
Overall, I would rate it an eight out of ten. There are a few improvement areas, but it is pretty good. Again, we use it on a daily basis. We love what it does, but there is always room for improvement.
Review of freshservice
What do you like best about the product?
Now it's showing sla matterix so it's easy to see you working progress.
What do you dislike about the product?
I dont think everything seems perfect Atlist for me
What problems is the product solving and how is that benefiting you?
Whenever I fave any issues regarding it admin I just have to raise ticket ok it and the issue has been resolved
Review of freshservice
What do you like best about the product?
they provide very good customre support.
What do you dislike about the product?
there is nothing major dislike about freshservice.
What problems is the product solving and how is that benefiting you?
when ever i face any issue releted to it, it will helpfull to raise a ticket on portal.
Review of freshservice.
What do you like best about the product?
it's ease to use there is a number of featuers.
What do you dislike about the product?
there is no major dislike about it, it's esay to use
What problems is the product solving and how is that benefiting you?
we raise a ticekt on freshervice and it's esay to highlite probleam and fresherservice help us on it.
Reliable and Flexible ITSM Tool
What do you like best about the product?
We moved from an on-prem ITSM tool that we had used for approximately 15 years. Moving folks from an on-prem tool to a SaaS-based tool that was in the cloud was challenging. There were several hurdles to overcome. We are a very security-minded company, so getting my internal security department to sign-off on the tool was a bit challenging. However, FreshService had all of the tools available to us to ensure a very secure deployment of the software.
Additionally, FreshService offered a plethora of features that simply were not available within our on-prem software that we previously used. The ability to run workflows was a game-changer for us. I love being able to create work flows where I can say "if this happens, then do this".
The API made bringing our data from the on-prem solution to the FreshService a quick and easy process. We brought in all of our old tickets, attachments and data. The API made it a quick process - but you do need to have some programming knowledge to do this. I'm a C#/.NET guy, but it was easy enough with Powershell and FreshServicePS by Flycast.
The support team was available to help me implement the solution and address many of my initial concerns.
My team has fallen in love with how easy the software is to use and I have a lot of engagement on the ticketing system. We have a team of approximately 50 people and I held a few training sessions and since then, my entire team has been engaged and using the system.
The FreshService team puts out updates each and every month. This a good mix of new features and enhancements to existing modules.
Additionally, FreshService offered a plethora of features that simply were not available within our on-prem software that we previously used. The ability to run workflows was a game-changer for us. I love being able to create work flows where I can say "if this happens, then do this".
The API made bringing our data from the on-prem solution to the FreshService a quick and easy process. We brought in all of our old tickets, attachments and data. The API made it a quick process - but you do need to have some programming knowledge to do this. I'm a C#/.NET guy, but it was easy enough with Powershell and FreshServicePS by Flycast.
The support team was available to help me implement the solution and address many of my initial concerns.
My team has fallen in love with how easy the software is to use and I have a lot of engagement on the ticketing system. We have a team of approximately 50 people and I held a few training sessions and since then, my entire team has been engaged and using the system.
The FreshService team puts out updates each and every month. This a good mix of new features and enhancements to existing modules.
What do you dislike about the product?
There are some frustration points that we run into - but I'm certain that would be true regardless of the software you use. There are nuances where it isn't perfect for our company. The L1 support could use some additional training so when you have a more difficult problem, they could help out more - it seems like continual education of their support staff (which I'm sure is huge) might be an issue.
What problems is the product solving and how is that benefiting you?
We needed a ticketing system that would allow for orchestration and automation. Our old system didn't allow for that, so we handled many issues outside of that system. FreshService has been excellent in allowing for orchestration and automation within our environment.
Review | Freshservice
What do you like best about the product?
Easy to use, with so many useful features
What do you dislike about the product?
No major issue, quite easy to use with so many features
What problems is the product solving and how is that benefiting you?
Easy ticket handling
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