Freshservice
Freshworks Inc.External reviews
1,281 reviews
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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.
ease of use
What do you like best about the product?
everything is clear and easy to see, actions are quick, and communication between agent and requester is smooth.
What do you dislike about the product?
workflow automator could be a bit more robust, allow for copy pasting or easier ways to generate tickets.
What problems is the product solving and how is that benefiting you?
standard help desk tickets
Stable platform with excellent functionality
What do you like best about the product?
Freshservice has always provided a stable platform to manage all our customer support needs. It's very easy and intuitive to use with a great support network. It's flexible & reliable and enables us to respond to all customer inquiries quickly & efficiently, whether direct, from our website or any of our social media platforms. The search functionality is excellent and reporting is simple with tags & group filters. Pricing is competitive and easily managed. The ability to merge, forward, private note or just reply to any ticket has proved very useful.
What do you dislike about the product?
Not a lot to dislike! A couple of searches haven't brought back the results I'd expect and the reporting could be expanded to include data insights rather than focusing on agent performance, however you can always export all data to Excel to do your own analysis if required!
What problems is the product solving and how is that benefiting you?
We deal with all correspondence through Freshservice, so this could be a delivery issue, a product complaint, a packaging problem, simple product information requests, feedback or sales and marketing leads. By having all the data in one place it's very easy to identify common specific problems, canned responses can be created making it quick & easy to respond. The SAAS approach means that we can utilise remote workers to respond to all tickets in a timely manner, even out of office hours.
Recommendations to others considering the product:
I'd recommend Freshservice if you'd like to manage all correspondence quickly, efficiently & cost effectively. Very simple to install & excellent support when needed.
Simplicity at its finest
What do you like best about the product?
How easy it is to set up and maintain. The New features that are constantly being rolled out..Support is always spot on when you need a hand
What do you dislike about the product?
Lack of integration with on premise systems
What problems is the product solving and how is that benefiting you?
A reliable ticketing system that is simple and that users will enjoy using
Recommendations to others considering the product:
If you are looking for a good ticketing system that is easy to setup, use, and admin, this is it.
FreshService is easy to deal with
What do you like best about the product?
the prompt service received and the rationale to solution is fully comprehensible
What do you dislike about the product?
THe online chatbot is a bit "Hit and Miss" as the waiting estimates are not a true indication of Wait time
What problems is the product solving and how is that benefiting you?
To upgrade our existing ICT ticketing system, to streamline for portal users, to make more aesthetically pleasing and easy to navigate.
Recommendations to others considering the product:
When you consider the value for money, the suite of features available and the easability of use, Freshservice is a fantastic product.
Automate customer tickets services in a great way
What do you like best about the product?
My team and I, are delighted with the variety of tools offered by this platform within itself, without having to integrate other applications. There is a large library of tasks management and IT services for the client and it is very given to customization. The platform is completely cloud-based, being able to register and backup everything instantly while it is working. It is easy to use and setup to be ready to perform some automated task, as in our case it may be to determine what kind of ticket problem should be sent to a specific IT team in our company. The desktop service is performed satisfactorily and helps the administration of tickets and support is smooth. You can easily keep track your asset management, setup your helpdesk process, and manage the agents and end user of your service desk.
What do you dislike about the product?
I don't think it's for the administration of the small business help desk, since the cost to this range is a lot. For small businesses there are cheaper platforms. I think it should have more integrations with some robust platforms such as Amazon, IBM or many others.
What problems is the product solving and how is that benefiting you?
Well, not only has it helped me to solve the ticket problem, but to our entire IT department, being able to increase the productivity of our agents in problems with employees of other departments, in addition to automating internal processes in our company. Our agents can track assets, change and release management, everything easy and fast.
Recommendations to others considering the product:
I recommend it for a better organization and administration of tickets and internal services within your company or team of entrepreneurs. It is a highly manageable and simple platform to configure, made to be friendly with its end users. Comparisons with other ITSM systems can give Freshservice as a great option, only comparable to me with the great Jira platform.
Freshservice review
What do you like best about the product?
The clean, simple interface. The speed of the system is very good. The asset management feature is very useful and has helped us consolidate two different asset databases into one. The phone app is brilliant, for many reasons but also because it has a barcode scanner that is useful for creating and updating hardware assets. We have had good feedback on the system from our users around the authority - we previously had a very complex, unwieldly system whereas they prefer the simplicity of the customer portal we have created with Freshservice.
What do you dislike about the product?
There are a few small, rough edges with the system. Some bugs occur from time to time, the support team are usually very good at responding to any tickets that we log on the system. Some features that are in the roadmap can sometimes take a while to be implemented. On the whole, however, these are small gripes and the overall experience of using Freshservice is a very positive one.
What problems is the product solving and how is that benefiting you?
Incident management, change controls, asset management, documentation and solution access.
The benefits that we have realised are an increase in productivity in the service desk staff and also the technical ICT staff - we spend less time on administration than we used to and more time actually responding to our organisations needs.
The benefits that we have realised are an increase in productivity in the service desk staff and also the technical ICT staff - we spend less time on administration than we used to and more time actually responding to our organisations needs.
Recommendations to others considering the product:
Spend time getting the setup correct before you go live.
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