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.
Great product, with a responsive support team!
What do you like best about the product?
The team is very responsive and receptive to suggested features and solutions. Its a logical and technical persons configuration dream!
What do you dislike about the product?
Wish the dashboard was a bit more customizable as far as appearance for the average person. That being said, the team has always quickly responded and been able to assist.
What problems is the product solving and how is that benefiting you?
Amazing, valuable data helping us reorg and become for efficient. Able to identify areas we need more support and quantify spending when needed.
The greatest ticketing system
What do you like best about the product?
Report tools and the integration with other apps.
What do you dislike about the product?
The only downside is some limitations on asset management tool such as customizing the asset ID.
What problems is the product solving and how is that benefiting you?
IT related issues. This tool has expedited our service and helped with automations.
Recommendations to others considering the product:
It would be great if we could create QR codes in the inventory section.
An adequate basic ticketing system for SME's
What do you like best about the product?
Canned responses. Notification of realtime updates to tickets. Basic metrics. Ticket routing.
What do you dislike about the product?
Interface cluttered if you come from ServiceNow. Lots of scrolling with messages - prefer everything on one page like ServiceNow.
What problems is the product solving and how is that benefiting you?
Service Desk ticketing.
Simple, beautiful , friendly ITIL aligned solution in the market
What do you like best about the product?
The several apps offered to native integration that improves Freshservice experience, its mobile app is justs as friendly. The analytics reporting module is quite powerful
What do you dislike about the product?
It doesn't include any financial or quote utility to orient certain process to administrative procedures.
What problems is the product solving and how is that benefiting you?
Improving the response time of my team, better effectiveness in the response and solution providing, set the bases to a knowledge base within my organization
Recommendations to others considering the product:
Take a look to portal customization features, for a more personal branding of the helpdesk
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.
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