Freshservice
Freshworks Inc.External reviews
1,281 reviews
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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.
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#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.
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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
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.
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