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.
Freshservice is great!
What do you like best about the product?
The UI is intuitive! I spend a lot of my time in the solutions article area and it's nice to move around there with a really good idea re: where I can find things.
What do you dislike about the product?
I wish the HTML editor for solutions article was a little friendlier. To name a new specifics here, it'd be great if your cursor stayed in the same place for both article and HTML view (if the cursor was placed in front of a word, it would remain there regardless of what view. And if in the HTML view, there was some formatting that would be preserved when switching back between the views.
Some version or history tracking of articles would be nice too.
This is a small thing, but it would be nice if the folder icon in the solutions page was an actual folder. Resizing images in solutions articles could be a little easier as well.
Some version or history tracking of articles would be nice too.
This is a small thing, but it would be nice if the folder icon in the solutions page was an actual folder. Resizing images in solutions articles could be a little easier as well.
What problems is the product solving and how is that benefiting you?
No problems, really.
Recommendations to others considering the product:
The workflow automator is nicely visualized.
Freshservice is a fantastic way to organize and track our current issues and requests.
What do you like best about the product?
The customizable dashboard and filters allow for accurate and tailored workflows. This means that as new ideas get brought forward we can change our workflow to better serve our users. Adaptability is key for our service desk and features like merging tickets, creating problem tickets, and associate tickets with each other allows us to better track issues with our service offerings. The discussion feature is also incredibly useful for seeking assistance from a higher up. Because the platform is cloud based it makes it extremely convenient to access the service from anywhere.
What do you dislike about the product?
The biggest limitation is a lack of customization for notifications. It would be really nice to be able to section out notifications into multiple sections based on type.
What problems is the product solving and how is that benefiting you?
Freshservice allows our users to accurately communicate about the issues they are facing and allow us to better service them. The biggest benefit of Freshservice is with being able to see all of the top priority issues at a glance and prioritize the workday in minutes.
Recommendations to others considering the product:
This is a great solution for anyone who wants to be able to access their ticketing solution from anywhere and be able to handle tickets in a convenient manner. I've only used a handful of CRM's in my limited IT experience but so far I would definitely say that Freshservice is the best one.
Helpfull and professional
What do you like best about the product?
Simple structure with huge usefull functions
What do you dislike about the product?
Too many bubbles notifications
Poor html editor
Poor html editor
What problems is the product solving and how is that benefiting you?
IT operation for / communication with our customer
Very Good
What do you like best about the product?
Ticketing and Asset management. Knowledge base and custom URL's are all very good.
What do you dislike about the product?
I would have to say there are some inconsistencies in FS's support forms at times.
What problems is the product solving and how is that benefiting you?
We are managing a research center that aims to better the lives of children youth and families throughout the world. We manage 88 employees and 115 machines.
Great product, Lots of features!
What do you like best about the product?
Great product, Lots of features! Always looking for new innovative ways to improve products and services.
What do you dislike about the product?
At times they dont deploy all services across all plans.
What problems is the product solving and how is that benefiting you?
Incident resolution, asset management, and Change management.
Recommendations to others considering the product:
Do the trial and you'll be hooked. Its a little more in cost but its worth it.
Amazing and Great ITSM Tool
What do you like best about the product?
I was amazed at how easy it was to configure and setup. We were able to setup, implement and go live with within 4 weeks.
Also it has a great and simple end user interface.
Also it has a great and simple end user interface.
What do you dislike about the product?
The Asset Management module can be improved as the filtering options are limited.
What problems is the product solving and how is that benefiting you?
Emails have gone done drastically as everyone is now using our portal to log incidents and service requests. Calls to our service desk have also been reduced.
Recommendations to others considering the product:
Its easy to use and setup . The company was very supportive for us to implement in a very short period of time. The end user experience is also very good , so I would definitely consider it.
Freshservice Technical Support
What do you like best about the product?
The support agents kept me informed every time and followed through until it's final resolution. The agents and technical engineers were very flexible and accommodating bringing a smooth and effective resolution approach to my issue.
What do you dislike about the product?
At this time nothing yet but I think the time zone difference gives it a 24 hour turnaround time for us to hear back on some but not all communications.
One thing that is not bad but a nice to have would be to have a way to track and report on project/task work done by the agents. Thanks
One thing that is not bad but a nice to have would be to have a way to track and report on project/task work done by the agents. Thanks
What problems is the product solving and how is that benefiting you?
Asset Management, Analytics and issue Tracking.
Recommendations to others considering the product:
Is easy to use and deploy. The service agents are quick and smart. They provide great insight and final solutions.
Helpdesk Management
What do you like best about the product?
It is very user friendly, easy to manage. Predefined reports are very good.
What do you dislike about the product?
There is no option of customized reports in new version.
What problems is the product solving and how is that benefiting you?
Easy to efficiency and effectiveness of agents.
Recommendations to others considering the product:
Please go for this, this is the best tool which follows the complete standard of ITIL.
The service desk is easy to use, looks great, and has a lot of built in functionality
What do you like best about the product?
I like the user interface, its clean, organized and just makes sense out of the box.
What do you dislike about the product?
There are a lot of available items to check out and configure. That is awesome, but some type of best practices for how to utilize them all would be helpful.
What problems is the product solving and how is that benefiting you?
We are collecting data on our tech support issues. This allows us to analyze the most important problems our users face, as well as other great information such as which employees submit the most tickets or what locations do our tickets come from.
SImple for users, simple to configure, not just for IT!
What do you like best about the product?
The super simple interface and intuitive navigation that anyone can use. I was able to configure the whole system really easily, no super tech programming required. The Freshservice team are also very responsive when you log tickets with them and they will rally a whole team of experts to get you through a more complex problem. Their customer service is outstanding.
What do you dislike about the product?
Not much! There are a few tweaks that could be made to allow for an even more complete separation of service groups and perhaps a little more thought to cater to those teams who are not IT - e.g language - but essentially Freshservice have been able to resolve most of our requests realted to this immediately and what isn't resolved has been added to the future feature list.
What problems is the product solving and how is that benefiting you?
Our case was to test our ICT team coexisting with our HR team in the same management system. Our HR team were struggling with email, spreadsheets and Access databases to manage their growing list of HR Matters. We thought of Freshservice as a somewhat strange solution, because it was a system that our ICT team were already using and essentially HR just needed a system where they could log, track and report on work and volume. It was important we had the full confidentiality and separation of the HR data from the ICT data.
We also work from essentially a corporate office, with other shared service administration functions - such as Admin, Payroll and Finance - for all the schools in the Diocese . We intend to move these other non-ICT service teams away from email and into Freshservice to give them greater visibility over their work progress and volume and to provide some consistency to the staff we support - once stop for all organisational support services. Freshservice isn't just for IT!
We also work from essentially a corporate office, with other shared service administration functions - such as Admin, Payroll and Finance - for all the schools in the Diocese . We intend to move these other non-ICT service teams away from email and into Freshservice to give them greater visibility over their work progress and volume and to provide some consistency to the staff we support - once stop for all organisational support services. Freshservice isn't just for IT!
Recommendations to others considering the product:
Request management is not exclusive to IT. If your teams are receiving or submitting requests via email you should consider moving to a request management system. If you are searching for a request management solution for a service team outside of IT, Freshservice can work for anyone. Freshservice have a great free demo that allows you to get in and play with the configuration to test your theory by building services and updating forms.
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