Freshservice
Freshworks Inc.External reviews
1,274 reviews
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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.
Solid Helpdesk tool evolving over the time
What do you like best about the product?
Fast pace in product development, fast support and the fact that you can arrange all with you account manager
What do you dislike about the product?
It's a solid product but you have to compare other competitors with an eye on the price per agent
What problems is the product solving and how is that benefiting you?
We build our whole first and second level Support within fresh service. Also use the asset Management a lot
Great product
What do you like best about the product?
The streamlined and intuitive design which helps create a sensible flow when handling tickets
What do you dislike about the product?
The flexibility, some things could be more customizeable, for instance sorting options on custom fields and criterias for solutions. However when understanding how they work it is a matter of adapting to it.
What problems is the product solving and how is that benefiting you?
Better overview of our tickets and easier ways to categorize and hence act proactively on tickets.
Recommendations to others considering the product:
Be aware of the way the automations work, we have had some difficulties with it where the criterias should be straigth forward but for some reasons the system cannot recognize it and marks all tickets under these criterias.
Great Ticket Management System
What do you like best about the product?
Fresh service is easy for customers to log tickets, and for agents to set ticket priorities and assign tickets to agents. You can also run customer satisfaction reports, this is a good way of measuring metrics of how the team are performing.
What do you dislike about the product?
Sometimes pulling data from freshservice to excel can cause bugs and the data can be inconsistent; however fresh service are able to support these issues. Response times can be slightly delayed. But always get resolved well, agents are polite and knowledgeable.
What problems is the product solving and how is that benefiting you?
Client tickets, internal IT tickets and having dashboards that show how many tickets each agent has assigned certainly has its benefits
Recommendations to others considering the product:
Go for it you can pay for agent seats and it is an affordable set up!
Fun and clean to use, but some details could make it great
What do you like best about the product?
The GUI workflow automator is a joy to use. The tags, like 'Permanent' are nice, but could be used more strategically—if it's in Draft mode, displaying that would be nice while untagged articles would be assumed Permanent. Just a thought!
What do you dislike about the product?
Manual sorting.
A lack of log history and version control when updating solutions articles.
No HTML editing tools for solutions articles. Having a mini HTML editor (like GitHub has, with line numbers) would be nice.
Further, some more control over landing pages would be helpful. For example, at my company we use solutions articles for three teams. Each of them having their own landing pages would better help me prioritize their most performed workflows for them, rather than going to the Solutions page and having to find what they're looking for.
Lastly: ANALYTICS! I wish I could see what was the most visited solutions article.
Lastly-lastly: The solutions categories icons look like text documents rather than the folders that they are. This is unintuitive.
A lack of log history and version control when updating solutions articles.
No HTML editing tools for solutions articles. Having a mini HTML editor (like GitHub has, with line numbers) would be nice.
Further, some more control over landing pages would be helpful. For example, at my company we use solutions articles for three teams. Each of them having their own landing pages would better help me prioritize their most performed workflows for them, rather than going to the Solutions page and having to find what they're looking for.
Lastly: ANALYTICS! I wish I could see what was the most visited solutions article.
Lastly-lastly: The solutions categories icons look like text documents rather than the folders that they are. This is unintuitive.
What problems is the product solving and how is that benefiting you?
None!
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