Freshservice
Freshworks Inc.External reviews
1,281 reviews
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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.
Freshservice Has Made a Huge Impact at Our Organization
What do you like best about the product?
Freshservice is customizable and allows for flexibility in notifications, ticket routing, approval workflow. This has allowed our company to make modifications to the system easily, as the business needs have changed throughout the 2 years we have owned the product. Their support team is extremely helpful and responsive and I typically receive a response within minutes when a ticket is submitted for support.
What do you dislike about the product?
There is nothing I dislike about Freshservice. Our IT organization is very happy with this product.
What problems is the product solving and how is that benefiting you?
Previously, our organization had a very basic ticketing system that did not allow end users to track the status of their ticket and the system itself did not have many efficiencies. Today we use Freshservice to route IT support tickets to the various groups within our organization which has allowed for quicker resolution. We have also used Freshservice to distinguish between Incident and Service Requests. Finally, Freshervice provide great reporting and analytics that I use as a manager to manage the team and to provide metrics to my management team.
Recommendations to others considering the product:
If you are looking for an affordable solution that can change the way your IT organization manages tickets, change management, software inventory, contracts, and overall customer satisfaction, then Freshservice is the tool you want. I have used other ITIL based solutions that were either too costly or too complicated to configure. Freshservice can be implemented in just a days.
Great service and smooth experience
What do you like best about the product?
The response was prompt and tool is very easy to be used and is flexible to explore many aspects.
What do you dislike about the product?
I did not find anything wrong or shortfall so far.
What problems is the product solving and how is that benefiting you?
I am trying to automate some of the onboarding requests which are being handled manually today. Going forward we want to give automated experience to the users and we're trying to explore webhook triggers for same.
Super-maluable Service Desk Platform
What do you like best about the product?
The ability to insert dynamic content (HTML, images, etc) into FRESHSERVICE replies and notes is a must-have for our organization.
Another must-have for us is the ability to streamline our accounting and time-tracking processes. FRESHSERVICE integrates with many third-party services via API or OAUTH which has made it a great fit for our time-tracking and accounting solutions.
Another must-have for us is the ability to streamline our accounting and time-tracking processes. FRESHSERVICE integrates with many third-party services via API or OAUTH which has made it a great fit for our time-tracking and accounting solutions.
What do you dislike about the product?
The inability to select a range tickets/ incidents from a list make it really challenging to mass-close items (like automated notifications that we ingest from our RMM, backup and other maintenance solutions).
Integrations with other FRESHWORKS products are not single-pane-of-glass as you would expect, making it necessary to look outside of FRESHWORKS products for stronger Project Management, CRM and other line of business applications.
Automated ticket sorting and handling is constantly being adjusted, but has always left something to be desired. It's often unclear how (or if) incidents are being handled.
The G SUITE DRIVE plugin is unpredictable. It alerts ticket requester, even when a DRIVE file is attached to a private note.
We would like to see clearer G SUITE Contact integration and real-time updates of contact data between G SUITE and FRESHSERVICE.
Integrations with other FRESHWORKS products are not single-pane-of-glass as you would expect, making it necessary to look outside of FRESHWORKS products for stronger Project Management, CRM and other line of business applications.
Automated ticket sorting and handling is constantly being adjusted, but has always left something to be desired. It's often unclear how (or if) incidents are being handled.
The G SUITE DRIVE plugin is unpredictable. It alerts ticket requester, even when a DRIVE file is attached to a private note.
We would like to see clearer G SUITE Contact integration and real-time updates of contact data between G SUITE and FRESHSERVICE.
What problems is the product solving and how is that benefiting you?
We have supported more than 40 individual firms with 150+ users since implementing FRESHSERVICE. Our time is tracked by way of a third-party integration (that we give a 7 out of 10).
The audit trail is easy to follow and makes it clear what was worked-on or completed, when.
We provide full-service Managed Services, IT Consulting and Project Management to a range of clients in many industries and this solution is easy enough for every user to use.
The audit trail is easy to follow and makes it clear what was worked-on or completed, when.
We provide full-service Managed Services, IT Consulting and Project Management to a range of clients in many industries and this solution is easy enough for every user to use.
Recommendations to others considering the product:
It's pretty easy to setup. Follow the playbooks for Administrators and Users provided in the Support FAQ and it's a great start.
Flexible, Easy to use, Great Support
What do you like best about the product?
FreshService is incredibly flexible - I am using it across an entire Operations Department, including IT, Maintenance, HR, Accounting, & Marketing - all are able to utilize the same system, keep track of inventories, respond to/assign requests, and ultimately support our organization with an incredibly simple interface.
What do you dislike about the product?
Setting up initial emails to receive tickets can be a hassle when working with GMail - usually requires intervention from FS support to complete email verification process.
What problems is the product solving and how is that benefiting you?
We are keeping better track of inventory and user/space assignment, I am able to keep excellent track of Customer Satisfaction, and I feel like our teams have become much more productive and more able to communicate and solve problems together.
Recommendations to others considering the product:
Have an idea of what your inventory is - spreadsheets are incredibly helpful for uploading.
Excellent Product and fantastic/speedy Service
What do you like best about the product?
Very user friendly and dynamic. Top rated against other competitors. It is very simple to use and easy to find your way around. There is a lot of automation available which which helped us with a lot of manual work we once had done.
What do you dislike about the product?
there is nothing i dislike about fresh service at the moment. There was a couple of automation tasks i needed assistance with recently and their support team helped e out and resolved my query straight away.
What problems is the product solving and how is that benefiting you?
We use Fresh service for our main service desk solution. Very useful to have attached solutions and inventory. a lot of automation helps us with tickets that are not resolved on time and auto procedures in place to make sure they are dealt with.
FreshService as a platform has been very good in the short time we have used it
What do you like best about the product?
The support I receive is second to none. Representatives are always quick to answer and their documentation is very easy to sort through. I also love the ability to fully customize the support portal - this will be critical for our organization in the push to make sure all help requests are routed through the service desk. I like so many of the features but some of the best include Single Sign on via SAML, Change Approvals/Change Approval Board, and the mobile app for both Android and iOS. In our previous ticketing system, we did not have a mobile app. Now, both staff and agents can easily submit tickets/work on tickets while on the go, which will certainly improve response time for everyone. Lastly, the customizable homepage allows our agents to quickly get an overview of all the modules - ensuring a quick login via SSO will give them a top down view of everything happening in our organization.
What do you dislike about the product?
I do not have any dislikes, just feature requests such as the Project module in mobile app as well as inside the analytics section. I would also hope for the ability to add custom widgets to the home screen, such as external links or links to a "favorite" project/website. This way, our homepage could truly be a universal hub.
What problems is the product solving and how is that benefiting you?
We are consolidating communication for our IT team into one hub, as well as ticketing from the end users. This greatly improves productivity and documentation. The project management module has been extremely useful as well - in the past we had many different ongoing projects with data all over the place on different resources. Another great benefit is the solutions module and the ability to close incidents or problems by tagging a solution. This ensures that when the same problem occurs more than once, our team can quickly identify the solution that was used for the first occurrence of the problem. We are a small team but on busy days it can be hard to reach one another via phone - therefore having solutions and all information in one spot is one of the greatest benefits we have realized.
Recommendations to others considering the product:
Definitely explore the Demo instance. All organizations have different needs but FreshService fit ours perfectly. Any service desk with the right features and good support is always worth a look.
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