Freshservice
Freshworks Inc.External reviews
1,274 reviews
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Neat and useful Tool with Excellent Email Manao
What do you like best about the product?
Best Email Management Helpdesk Tool
Very Good End User Automatons Process
Very Good End User Automatons Process
What do you dislike about the product?
Price is High
Multiple Agents tag to single ticket missing
Multiple Agents tag to single ticket missing
What problems is the product solving and how is that benefiting you?
End User Business Need Capture and Delivery Monitoring
Recommendations to others considering the product:
Nice tool, check your need and proceee
Great product with excellent support
What do you like best about the product?
The product is still growing and expanding. I really like the support and customer service we get!
What do you dislike about the product?
Sometimes new features feel a little "unfinished" - but this product is new and always improving.
What problems is the product solving and how is that benefiting you?
Fresh Service has enabled us to get a handle on Incident, Problem and Change Management as well as enhancing our Service Request process.
Freshservice - Ticketing System
What do you like best about the product?
We use Freshservice as ticketing system since the last 3 years.
It's a great software as a service with full functionalities required in a ticketing system.
It's being used worldwide in all our offices and it's very helpful for our business. We currently use it for the IT department and thinking to implement on other departments.
It helps us to track all the IT issues on a ordered manner.
The cost is good compared with other vendors.
It's a great software as a service with full functionalities required in a ticketing system.
It's being used worldwide in all our offices and it's very helpful for our business. We currently use it for the IT department and thinking to implement on other departments.
It helps us to track all the IT issues on a ordered manner.
The cost is good compared with other vendors.
What do you dislike about the product?
Being a SaaS we are missing on governance. There are different additional things we would like to implement, but not everything can be done. For example it's missing the invoices management..
What problems is the product solving and how is that benefiting you?
We are tracking all our IT issues. The users are sending an email to freshservice and a ticket is immediately opened. The ticket then is assigned to the correct team based on the subject of the email.
I like it
What do you like best about the product?
Easy to use and configure, Workflow automator is amazing
What do you dislike about the product?
Employee Onboarding needs lot of enhancements
What problems is the product solving and how is that benefiting you?
Controlling ITSM and user interaction with IT
User experience
What do you like best about the product?
The ease of use, the management, and how reliable it is with the reports
What do you dislike about the product?
I would like to be able to export reports directly to Power BI and have more usability when implementing with PowerApps.
What problems is the product solving and how is that benefiting you?
the day-to-day reports with the staff of my company, the registration of fixed assets, and the tracking we can carry out with them
Recommendations to others considering the product:
the ease of implementation and use, perhaps the price is somewhat high but it's worth it
Automate your support experience
What do you like best about the product?
The ability to customize workflows according to our specific use cases. The asset management module is well made and gives a lot of control and allows the user to track the assets effortlessly.
The main feature that I have loved is the workflow automator. The automator can do anything you want and it is very very helpful.
The main feature that I have loved is the workflow automator. The automator can do anything you want and it is very very helpful.
What do you dislike about the product?
A lot of access options for example access to modules are groups and departments based, would be more useful if it was user based.
Mail notifications did not work as configured and that was a huge drawback.
User accounts get locked after a few wrong password attempts and we are required to go to the support portal, raise a ticket and then wait for resolution, this can be provided on the front end itself in the admin console, thus enabling the users of the organisation with admin access to make the necessary changes.
Unable to reduce height in Asset Label designer, the asset labels are too big and it is not possible to physically paste them on the asset, its a huge let down that we have to go to third party apps in order to print our asset barcodes.
The portal is customisable right now, but it is not completely customisable, it can still be better.
Mail notifications did not work as configured and that was a huge drawback.
User accounts get locked after a few wrong password attempts and we are required to go to the support portal, raise a ticket and then wait for resolution, this can be provided on the front end itself in the admin console, thus enabling the users of the organisation with admin access to make the necessary changes.
Unable to reduce height in Asset Label designer, the asset labels are too big and it is not possible to physically paste them on the asset, its a huge let down that we have to go to third party apps in order to print our asset barcodes.
The portal is customisable right now, but it is not completely customisable, it can still be better.
What problems is the product solving and how is that benefiting you?
End to end IT support, IM and SM.
Recommendations to others considering the product:
Go ahead, their support teams help in the implementation process and it is a smooth transition.
FreshService - Best Ticketing Tool out there.
What do you like best about the product?
I currently have no faults with FreshService - it has all the tools you need for asset management, ticketing tools and reporting, automation and easy to use GUI. No faults on this one!
What do you dislike about the product?
Not much - there is always helpful updates and the support and outreach teams are always active.
What problems is the product solving and how is that benefiting you?
We came from a free helpdesk software which was very limiting, we only realised how much we were missing when we upgraded to FreshService - we have been using this since and have no intention of looking elsewhere.
Freshservice evaluation
What do you like best about the product?
Easy to use interface, easy administration and user handling
What do you dislike about the product?
Could be little more advanced, more options to categorize tickets and support teams for example.
For Change Management this tool feels not yet comprehensive enough.
For Change Management this tool feels not yet comprehensive enough.
What problems is the product solving and how is that benefiting you?
We use FS in all IT incident and change management. It provides an easy connection point to users.
Simplifies Your Service Desk
What do you like best about the product?
Ticket notification, automation, mobile app, and single sign on all work very well. Service works fast and easy to both administrate and use.
What do you dislike about the product?
The search functionality can be a bit strange with it's results.
What problems is the product solving and how is that benefiting you?
Have an cloud solution that provides ticket automation and notification to provide a better service desk experience for both end users and supported staff.
Recommendations to others considering the product:
I would recommend giving the demo a try to see if it meets your specific needs.
Had issue with a requester import.
What do you like best about the product?
The problem was resolved in a timely manner.
What do you dislike about the product?
Nothing to dislike during this interaction.
What problems is the product solving and how is that benefiting you?
We use Freshservice to solve IT problems.
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