Freshservice
Freshworks Inc.External reviews
1,274 reviews
from
and
External reviews are not included in the AWS star rating for the product.
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.
Great support
What do you like best about the product?
integration with third party apps, very user friendly
What do you dislike about the product?
sometimes long time to load, cache remain
What problems is the product solving and how is that benefiting you?
customer queries
Recommendations to others considering the product:
ease of use , best value for your money
A flexible and easy to use helpdesk
What do you like best about the product?
The email integration - with the facility to cc in specific people into the ticket. Make day to day use very flexible.
What do you dislike about the product?
Quite honestly, nothing comes to mind. It is a complete service.
What problems is the product solving and how is that benefiting you?
Freshservice allows us to send support to relevant people. It also allows us to build trends of problems,
helpful services
What do you like best about the product?
The Tech was helpful and manage to resolve our issue with one of our technicians not able to log into fresh service due to a password error. I managed to get this issue resolved in under an hour.
What do you dislike about the product?
A few emails going back and forth that could of probably been better on a phone call
What problems is the product solving and how is that benefiting you?
having a good central hub to work from is efficent and allows us to support our clients faster
Very happy with Freshservice
What do you like best about the product?
It is very easy to implement, even in a geographically spread environment with local servicedesks.
It is easy to configure and to adjust to specific needs.
It is easy to configure and to adjust to specific needs.
What do you dislike about the product?
It is not 100% tailored to a multi region local servicedesk approach. For this the best option was to implement separate portals with separated back offices, however that didn't fit our goals. Using apps (which are available in the store) we managed to configure the one instance for all.
What problems is the product solving and how is that benefiting you?
The Hero Group is a group of companies with their own servicedesks, processes and tooling. As first step to be able to work more effectively together, we have implemented One Incident Management Platform
Recommendations to others considering the product:
If you are looking for an easy to use and flexible IT Service Management platform, freshservice should be on your short list.
showing 621 - 630