Freshservice
Freshworks Inc.External reviews
1,274 reviews
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Great product and support
What do you like best about the product?
Well designed user portal, the visibility of all support tickets, easy to produce knowledge base articles, powerful automation functionality (such as the workflow automator), really good support from Freshworks, frequent product updates, strong reporting of metrics, easy product configuration.
What do you dislike about the product?
The workflow automator is a great feature, but there are some inconsistencies in the options available, for example the formatting options of automated emails in workflows differs from the regular email configuration options.
What problems is the product solving and how is that benefiting you?
The automation functions have greatly reduced manual, repeatable tasks that were taking place in the IT department.
The knowledgebase has really helped to empower customers to solve some of their own issues.
The knowledgebase has really helped to empower customers to solve some of their own issues.
FreshService is helping us stitch two ends of our business effectively
What do you like best about the product?
Our business case was unique to FreshWorks. We were on FreshDesk and in discussions with the team, they recommended us to switch over to FreshService. That was a great suggestion and it changed the game on how we are able to manage both ends of our service. The team was very supportive and helped along the way to set up the tool, integrate with our solutions and our customer base
What do you dislike about the product?
I do not have any dislikes, as our business requirement was a bit unique in nature. We love FreshService and we will want Freshworks to add more features or mature the ones to the next level. One of the things we are actively looking for is reporting on projects
What problems is the product solving and how is that benefiting you?
We have multiple ends of service and we needed a solution that will help us have multiple KPI, task-level granularization of the incident, swarming, following the ITIL life cycle for effective bug fixing and releases
Recommendations to others considering the product:
While Freshworks markets it an internal IT/HR tool, for me it a great ITSM tool that has potential to be used in external Customer IT Service Desk functioning.
Fortified ticket system.
What do you like best about the product?
The product is accessible to the public thanks to its excellent price. It is also very easy to use. I believe that it helps me to determine management as a priority mechanism for project assets and changes. It is also important to emphasize that the API is free, so it continues to ratify why i can obtain a good program with minimal costs. Support is something that is very good in Freshservice too.
What do you dislike about the product?
I consider that the API is incomplete, I doubt that it has short functionalities. However it is free. In addition to this, the reports have limitations in their form. Something I do not like about Freshservice is that it is not so intuitive when adding new categories, however the support is very good to ask for help on this topic.
What problems is the product solving and how is that benefiting you?
It should be noted that we are using it for the purpose of maintaining a change request tool and as a ticket system to interact with our customers. We also save a lot of time and money, it should be noted that before we had programs whose functions were not as good as those of Freshservice and with a much higher price. The interface is something we all liked in the company.
Recommendations to others considering the product:
If you want a program with a low price, with solid tools to complement your company's ticket system or verify these tickets in order to maintain reliability with customers. I definitely recommend it for those interested in maintaining an order on standardized applications.
Quick and Easy
What do you like best about the product?
Familiar interface, easy to setup and use
What do you dislike about the product?
Not as robust as competitor solutions, particularly in the project management space
What problems is the product solving and how is that benefiting you?
Streamlined customer support and project management processes, while allowing support tickets to integrate with Atlassian Jira for development projects.
Recommendations to others considering the product:
FreshService is a great way to cut costs and quickly implement a solution that can almost immediately streamline processes and improve cross-team efficiencies
Simple to use, easy integration
What do you like best about the product?
FreshService was a breeze to setup and we were up and running in a short period of time. The integration with Slack (which is where we do most of our work) was also very simple. The UI is clean and responsive, and their support has acted quickly when I needed help.
What do you dislike about the product?
I wish there was (and maybe there is) a way to show a Resolved button much like the Closed button. Then I could send out satisfaction reports easier. Also, there have been a few times where I didn't realize that I had a reply to a ticket. Not sure if I cleared out the toast without knowing it or what, but now that I integrated a Slack message push when a note is added to a ticket, it has never happened again.
What problems is the product solving and how is that benefiting you?
Solving the problem of an instant customer facing helpdesk without much work saved me a bunch of time. And the fact that it also has a knowledge base included has also saved me some implementation time.
Recommendations to others considering the product:
Super easy to set up, easy for call center personnel to pick up.
Amazing Experience and having fun with Freshservice
What do you like best about the product?
Easily Customize
Excellent after sales service
Huge Knowledgbase
Friendly Interface
Excellent after sales service
Huge Knowledgbase
Friendly Interface
What do you dislike about the product?
Customization must be made available at other levels as well instead of just Forest and Estate
What problems is the product solving and how is that benefiting you?
Incident and Change Management.
Tickets are now resolved quickly. More importantly the built in reporting feature is good enough for getting the required KPI's
Tickets are now resolved quickly. More importantly the built in reporting feature is good enough for getting the required KPI's
super easy service
What do you like best about the product?
Freshservice UI\UX is the best of breed for us, very simple to implement and just start using. super user friendly and intuitive.
support and customer success are awesome and really try to maximize our experience.
most ITSM feature exist and new features are added constantly and quickly.
support and customer success are awesome and really try to maximize our experience.
most ITSM feature exist and new features are added constantly and quickly.
What do you dislike about the product?
i would like a better RTL support, long waiting for that but i understand it's on the road map.
would be great to have the purchase module in freshservice but i understand it is a part of a different product of theirs.
would be great to have the purchase module in freshservice but i understand it is a part of a different product of theirs.
What problems is the product solving and how is that benefiting you?
We use Freshservice for most of our groups (IT, Finance, HR, BI etc..) to manage the ongoing ticket requests, we hope to start using their service portal and BOT specifically to increase engagement.
since the tool is super easy to use, other gorup which are less Tech savvy find the tool very useful as well.
since the tool is super easy to use, other gorup which are less Tech savvy find the tool very useful as well.
Recommendations to others considering the product:
go for it, check that the asset module is what you need.
Works well, could use a few tweaks
What do you like best about the product?
Ticket tracking, watching ability, notifications, navigating different groups and status. Everything is pretty easy to get to and filter through.
What do you dislike about the product?
Convoluted to have two different views open at once, can't see tickets owned by other agents. There are a few notifications that leave something to be desired such as service requests not automatically updating the watcher on approval.
What problems is the product solving and how is that benefiting you?
Tracking incoming service requests and tickets. Looking back at a users ticket history.
Recommendations to others considering the product:
It's a quick ticket system that is much better than other ticketing systems I've used.
Simplicty is the Key
What do you like best about the product?
The basic template provides the necessary functions to get the work done. Easy to navigate menus and helpful responsive support staff.
What do you dislike about the product?
There are multiple places to modify email options and these can be split between different menu options.
What problems is the product solving and how is that benefiting you?
We have a requirement to implement a solution into a newly created helpdesk. The current system of recording issues is via email. This converts those requests into a simple view allowing us visibility and recording of an issues. We have a short period to evaluate and with the product simplicity allows us to make the configuration requirements we need and test.
Recommendations to others considering the product:
Just try it. The 21 day trial combined with helpful support staff make this a product that should be considered.
Capture your tickets with Freshservice in the best way.
What do you like best about the product?
I like Freshservice because it is an easy-to-use product, it provides me with a self-service knowledge base and helps us solve problems. It is a good tool that allows me to create integration through custom applications. It has a quick configuration, easy to use and deploy. This account has numerous integration opportunities, this good ticket system allows me to interact with users from the platform, has a simple entry sales solution and good exchange request features.
What do you dislike about the product?
Freshservice is a very good tool, however it has some small details to which an improvement can be made, sometimes its configuration can be a bit tedious so the support provides help, there are some failures that will undoubtedly be Well, there was a focus on them and a solution was sought. That is why it is no longer an extraordinary tool but making an improvement in these aspects will make it more special.
What problems is the product solving and how is that benefiting you?
Freshservice helps us to manage problems, this puts us at an appropriate level for solving problems and remedying it as soon as possible, with Freshservice we maintain an excellent database for activities and provides us with a simple search for problems. It has a very good category support, navigation is easy to use and has a capacity to suggest features that can be implemented in versions. Freshservice has incredible flexibility and automation options that are a great advantage, we are helping to create a more harmonious workflow in the best way, it is a fairly solid ticket platform, it is used by employees to report problems and we have Quick metrics for monitoring service objectives.
Recommendations to others considering the product:
Freshservice gives you the best way to capture tickets, they have several features that allow you to have several channels to capture tickets such as, for example, let you integrate with social networks, support by phone, support chat, support email, among others, Freshservice has a system that is customizable and adapts to the needs of any company and organizations.
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