Freshservice
Freshworks Inc.External reviews
1,281 reviews
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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!
Modern UI and packed with useful features
What do you like best about the product?
The UI is one of my favourite features, its clean and easy to navigate.
What do you dislike about the product?
Some of the asset management stuff isn't great like how there is no option for the Display Name of an asset to just be the hostname of a device. So if we rename a computer we have to manually update the Display Name of the asset on Freshservice.
We also couldn't use our wildcard SSL certificate and had to purchase one seperately from Freshworks.
We also couldn't use our wildcard SSL certificate and had to purchase one seperately from Freshworks.
What problems is the product solving and how is that benefiting you?
Much better ticket management and reporting than our previous Service-desk solution and the end-user portal is great.
Well managed and quick responce
What do you like best about the product?
Customer service for any division now a days is mandatory. To keep in touch with our clients/customers with us with proper service about 24/7 it required proper communication and resolving problem at stipulated time. Freshservice solves the gap between our client and ourself by giving simple and fast ticketing remedy.
What do you dislike about the product?
I have seen your mobile app ratings in Google play store. It is about only 3.9 out of 5. Now a days people required proper service following them even in their roaming. You can also improve your app development division and make the rating about 4.5 plus. Cheers.
What problems is the product solving and how is that benefiting you?
Our software supporting staff using Freshservice rather than me. As I monitored, the ticket distribution system is very beneficial to us.
Recommendations to others considering the product:
And one more suggestion I want to give to Freshservice developers that if you can introduce feature like FTP and remote monitoring tool (like teamviewer) that is also very useful feature to all the support team which are all using Freshservice presently.
Does what it says in the tin
What do you like best about the product?
The product is always available, and the support team respond in a timely and knowledgeable manner.
What do you dislike about the product?
Themes can be a little bit of a black art sometimes.
What problems is the product solving and how is that benefiting you?
It enables a great interactive channel with our customers, and keeps track of everything efficiently.
Recommendations to others considering the product:
Have a look at the plans, and make sure you get the right one
Freshservice
What do you like best about the product?
We used Freshservice as a trial for ticketing, managing tasks. We liked the structuring of the messages. Very clear and understandable.
What do you dislike about the product?
I don't like the integration development. I feel this area could use a little more work.
What problems is the product solving and how is that benefiting you?
Managing incoming tickets for IT related issues.
Recommendations to others considering the product:
Great structured layout for ease in understanding. Very helpful tool for managing tickets.
Excellent support and good set of features that will get most helpdesk work done.
What do you like best about the product?
The layout is really nice, its easy to sort out the tickets and also be able to reply from email is very helpful. Also I do like the ability to auto assign tickets and create a really powerful workflow to route those tickets to the correct destinations
What do you dislike about the product?
I would like a better asset tracking system. I bit hard to track what asset/access a user has. I would like the ability to add asset tracking to a user's profile based on the tickets they have created.
What problems is the product solving and how is that benefiting you?
Previous to this the organisation was only using email and SharePoint list to maintain ticket. Freshservice has help a lot in trying to track tickets, be able to respond straight from the ticket and have reminder alert/task. It has saved us a lot of time in resolving our ticket and also from missing tickets.
Recommendations to others considering the product:
If you are after a quick and easy helpdesk solution, Freshservice does tend to do most of the helpdesk task. It also very competitive compared to other systems.
FreshService Ticketing Works Great
What do you like best about the product?
I like that there are various levels which can be added as needed; and that it is web-based.
What do you dislike about the product?
I dislike the notifications which appear each time any work is done on the ticket; "the note has been created" pops up, covering the navigational areas needed to get to other tasks. It's bothersome enough that I requested it be suppressed but apparently they cannot suppress it.
What problems is the product solving and how is that benefiting you?
We keep track of requests for help and repair; we have a centralized location for support staff solutions; we manage and track company tech assets.
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