Freshservice
Freshworks Inc.External reviews
1,281 reviews
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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.
I am glad to have chosen FreshService
What do you like best about the product?
Configuration is not complicated, and their support is very helpful and fast to respond to my queries.
What do you dislike about the product?
I wish I could add more fields to the Onboarding request form.
What problems is the product solving and how is that benefiting you?
I believe that FreshService is going to help us to achieve a quicker response to our customers's issues, and will also make it easier for us to keep track of our assets.
Quick response from Freshservice support desk
What do you like best about the product?
Prompt reply from the team when I asked my question via a ticket
What do you dislike about the product?
Nothing so far, good service from the Freshservice team.
What problems is the product solving and how is that benefiting you?
We are using Freshservice to manage Ticket and inventory
Recommendations to others considering the product:
I recommend using Freshservice as it is simple and works good
Powerful product that's pretty simple to configure and use
What do you like best about the product?
The interface is great. I like how it integrates easily with other apps like Teams. Getting it to sync with your Active Directory is pretty simple as well, though you might have to do some configuration work on your end (in your environment) such as a firewall rule change, for example.
What do you dislike about the product?
Nothing so far, but we just started using it after not using something for months so I'm a pretty happy camper at the moment.
What problems is the product solving and how is that benefiting you?
Problem 1 that's been solved: No service desk ticketing system.
Problem 2 that's been solved: No asset management system.
Problem 3 that's been solved: No service catalog.
Problem 4 that's been solved: No employee service portal.
Problem 5 that's been solved: No ITIL based system in place. This one is also "upgradeable" in the sense that we can move to a different subscription in order to take advantage of change management, problem management, etc.
Problem 2 that's been solved: No asset management system.
Problem 3 that's been solved: No service catalog.
Problem 4 that's been solved: No employee service portal.
Problem 5 that's been solved: No ITIL based system in place. This one is also "upgradeable" in the sense that we can move to a different subscription in order to take advantage of change management, problem management, etc.
Recommendations to others considering the product:
It's all pretty basic to configure, setup and get the ball rolling. I don't really have any suggestions due the simplicity of the product in the area of setup and configuration.
Freshservice in multicompany
What do you like best about the product?
The simplicity of implementation, the efficiency of service requests handling, analyst, simplicity of implementation of many companies. Very good implementation and post-implementation support. A multitude of plugins, many very useful, especially those that help in the analysis of the work of agents.
What do you dislike about the product?
No possibility to use the onboarding function in the case of many companies on one platform. For us, it is a big difficulty and a big problem
What problems is the product solving and how is that benefiting you?
Freshservice has helped us to solve many problems with user support. Each company had a different reporting system in place. Thanks to the freshservice application, we were able to put it all together in one environment. This helped us to control the work of our agents and separate this work more closely.
ITSM tool Like no other
What do you like best about the product?
The ease of use functionality in freshservice is brilliant! You can practically implement the tool without a huge professional services cost thereby reducing overall cost of ownership and ROI.
What do you dislike about the product?
the support service is terribly poor. Especially the chat support channel. Sometimes it takes numerous hours before an agent responds to my chat support request by when i am no longer available to engage with him or her
What problems is the product solving and how is that benefiting you?
Incident Management, change management, problem management. With these process being implemented, it has helped us on the journey to create a customer-centric and process driven service desk. The configuration of the tool is simply a drag and drop exercise . The admin training is focused on empowering the internal users to take ownership of the deployment exercise thereby reducing cost
Recommendations to others considering the product:
Considering the tool is extremely easy to use, train your internal staff on the tool and identify 2 administrator. This will help lower cost and add value immediately.
Freshservice is what I want from a ITSM tool
What do you like best about the product?
Freshservice has a great interface which is easy to use and is really intuitive. It's nice and responsive and is easy to learn.
What do you dislike about the product?
I guess you do get to the point of expecting so much more out of it, because it can do quite a bit already.
It's not necessarily a negative thing, as I think it's because I want to use it to it's full potential, and more!
It's not necessarily a negative thing, as I think it's because I want to use it to it's full potential, and more!
What problems is the product solving and how is that benefiting you?
We're able to offer so much more extensive support by means of the end user portal. Our end user guides that we embed gif in work a treat and a such a great time saver. We're also able to be so much more proactive in our response with the tools Freshservice offers
Recommendations to others considering the product:
If you want a nice, easy to use, responsive ITSM tool - look no further.
There's a lot to this tool if you pay for the higher packages, and they seem to be constantly improving. It's not perfect, don't get me wrong, but it won't let you down. I've used many tools over the years and this is one of the best.
There's a lot to this tool if you pay for the higher packages, and they seem to be constantly improving. It's not perfect, don't get me wrong, but it won't let you down. I've used many tools over the years and this is one of the best.
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