Freshservice
Freshworks Inc.External reviews
1,274 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Cloud-based but without losing its essence in its practices
What do you like best about the product?
It allows me to offer detailed information to the user from delivery to cost, this increases confidence when I work with Freshservice because it has a full service catalog.
What do you dislike about the product?
Expanding the integration is a great help for Freshservice so they must work to integrate a new provider like AWS. Strengthening your API would be ideal.
What problems is the product solving and how is that benefiting you?
Freshservice has different tools where we create integrations with other services through applications that are customized. It has a good potential in ticket resolutions.
Recommendations to others considering the product:
It is a ticket system that works internally Freshservice in a few words gives us the opportunity to be administrators of the administration where we handle all the necessary documentation and assets for the business. We worry about always converting or building new things and there is no doubt about That this application is the best complement.
It works and we are happy
What do you like best about the product?
Hosted system that is easy to use and reliable. Meets all of our requirements and allows us to give the service we want to our constituents.
What do you dislike about the product?
The only thing I do not love about Fresh service is the price. I wish it was less, but I pay it because it is worth it.
What problems is the product solving and how is that benefiting you?
Freshservice allows us to track all of our department interactions with end users and be sure we are delivering a great service experience. The inventory and reporting features are good too.
Recommendations to others considering the product:
Try it. Easy setup. Happy customer base.
Good modern ticketing system
What do you like best about the product?
My favorite feature is the automatic software licensing tracking. The FreshService agent gets installed on the client and provides a list of all software, which makes it easy to track volume licenses.
What do you dislike about the product?
There are a few quirks with reporting. For example, when reporting on tickets with a custom date range, you can only select a few months at a time. Just a few things here and there that make you wonder why things were built that way.
What problems is the product solving and how is that benefiting you?
As I stated before, we are tracking volume licensing with ease through FreshService. Also, we needed a highly customizable system with a mobile app, as the system we came from did neither. FreshService fits the bill.
Recommendations to others considering the product:
Not bad. I would definitely say it’s worth looking at.
Excellent ITSM Tool, Simple To Configure, Easy To Use By IT Users And Business End-Users
What do you like best about the product?
Very simple to configure and roll out. Our implementation took two weeks from contract signing to setup and roll out to users.
What do you dislike about the product?
There is nothing we dislike about FreshService, it suits all of our requirements
What problems is the product solving and how is that benefiting you?
Create internal/operational efficiencies in our helpdesk with automoation, Improve customer relations/service because now we have clarity on open tickets their priorities and SLA, Drive innovation with automated tasks to complete service requests.
Recommendations to others considering the product:
Freshservice is a refreshing change from ITSM tools commonly known to be bulky, too much functionality and challenging to set up. While still offering the required functionalities, Freshservice is streamlined, easy to use and simple to roll out.
Great customer service
What do you like best about the product?
The great user experience on the ticketing system and the great agents that help with our problems.
What do you dislike about the product?
Not much to dislike so far. Only thing can be to have a better way of integrating the tickets with the Outlook calendar.
What problems is the product solving and how is that benefiting you?
I greatly enjoy the workflow automation and service request portal.
Recommendations to others considering the product:
Use the support they provide to make things easier for yourself
Smooth and modern help desk system with great customer support
What do you like best about the product?
I like the ease of use and look of the FreshService ticketing system the most. It is a lot faster and looks a lot better than our previous service. The user interface is very organized and efficient.
What do you dislike about the product?
Only downside I can think of is the inventory module seems to lack ability to customize some features, but it is still very reliable and up to date.
What problems is the product solving and how is that benefiting you?
We are improving our customer support solutions database with FreshService, and improving our internal help desk performance using the reports and analytics features.
Our experience with Freshservice since 2015
What do you like best about the product?
#Made for Service Desk people by Service Desk people.
#Super easy to setup and configure.
#Easy to navigate, use and administer.
#Everything we need with nothing we don't.
#Excellent before and after sales support.
.............................................................
#Super easy to setup and configure.
#Easy to navigate, use and administer.
#Everything we need with nothing we don't.
#Excellent before and after sales support.
.............................................................
What do you dislike about the product?
#No the cheapest service desk tool available.
#Trying to find the right bundle has been a bit of a challenge for us but this may not be an issue for others
#Trying to find the right bundle has been a bit of a challenge for us but this may not be an issue for others
What problems is the product solving and how is that benefiting you?
Managing a ITIL compliant service desk
Recommendations to others considering the product:
Spend the time up front to establish exactly what modules you require and have the team price it up.
For very large teams the product may be cost prohibitive.
For very large teams the product may be cost prohibitive.
All the features you need, with great automation
What do you like best about the product?
Freshservice lets us customize as much as we want, and does a great job of tracking tickets. We can make forms that are easy for the users to fill out, and it is great for communication.
What do you dislike about the product?
It can be tricky to find some settings, or figure out how to setup an automation. Support has always been helpful though.
What problems is the product solving and how is that benefiting you?
It's a lot easier to keep track of tickets than it used to be and we get lots of positive feedback from our customers and technicians. The Solutions section is wonderful and easy to publish and use.
Fantastic Experiance so far
What do you like best about the product?
Incident management, metric measuring, time management and capacity management. Added benefits include asset management.
What do you dislike about the product?
I wish that on the FS plans, everyone could have access to attach their FS instance to their own exchange server. As IT security increases, so does email security. Currently Freshworks as a whole uses Send Grid as a email forwarding service. Unfortunately in our business of using enterprise solutions, send grid get's automatically blocks as that email sending service is often involved in sending thousands of spam emails. This means most system admins will automatically block send grid IP addresses in their email filter servers. This is considered a standard across the enterprise community.
What problems is the product solving and how is that benefiting you?
We are solving tier 1 2 and 3 requests faster and more effectively tracking hardware repairs and repeat incidents.
Easy to use with great options
What do you like best about the product?
Integration with other systems like slack, emails etc is a fantastic option that saves times and makes it more approachable/
What do you dislike about the product?
Unable to personalise in areas like uses or create macros for users makes it harder.
What problems is the product solving and how is that benefiting you?
Easy ticket creation based on a conversation with users who explains the issue
showing 641 - 650