Freshservice
Freshworks Inc.External reviews
1,281 reviews
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Ease of use
What do you like best about the product?
Easy navigation and ability to customize views and ticket priorities. Also bulk responses can be sent out to a group of tickets making it easy to followup with clients.
What do you dislike about the product?
The fact that I cannot bulk change the ticket requester at the click on of a button.
What problems is the product solving and how is that benefiting you?
Support related issues.
A very valuable ticketing tool.
What do you like best about the product?
Fresh Service is a very effective and one of the best help desk tool. Dashboard allows you to show the important data/options at front and are manageable too. Tickets can be managed very easily. You can define the status of the ticket whether it's open, pending, resolved, closed etc. Priority of the ticket can be set easily. More status can be added according to the need. Merge option is something very helpful. One can categorize the tickets on the basis of the request's nature like if there is a change request you can open a CR and if RCA(Root Cause Analysis) needs to shared you can open a problem ticket which will help in identifying the ticket's nature. Solutions option helps you in publishing the knowledge base so to streamline the process in an organization. Reports can e fetched based on the several options like Agent ticket summary, Customer At a Glance,Agent Comparison, Customer Satisfaction Report etc. Admin access is one of the best features from the security perspective. On the top of all we can integrate the other tools using scripts and APIs to automate the things as per the requirement.
What do you dislike about the product?
I have been using Fresh service since 2 years and didn't find any drawbacks or faults. It's a very effective tool. I see no competitor of this tool. Managing tickets is really very easy using this tool. Customer services are also very good.
What problems is the product solving and how is that benefiting you?
I use it to mange my incidents, problems and change requests. How many tickets have been reported and what is the total SLA can easily be calculated. Customer Satisfaction report can easily be pulled. Agents performance can be tracked using the same.
Recommendations to others considering the product:
freshservice is really a very valuable software.
Good value for higher money.
What do you like best about the product?
Smooth UI, customization capacities, reporting features.
What do you dislike about the product?
Pricing for higher plans. Limitation of some features to only some plans.
What problems is the product solving and how is that benefiting you?
helpdesk tickets, assets.
Simple and Intuitive Help Desk system
What do you like best about the product?
The fact that our employees, regardless of age, are able to going into the system and submit help desk tickets with no problems.
What do you dislike about the product?
Making analytics and reports more customizable, seems sometimes they won't let you add certain fields like ticket closed or ticket open in the last 30 days.
What problems is the product solving and how is that benefiting you?
Software problems. Automatic ticket assigning is a life saver.
Freshservice makes our small business work like a Fortune 500 operation :)
What do you like best about the product?
We love everything about Freshservice, the service catalog, to assets maintenance, service desk, portal, etc., specially the Chatbot.
What do you dislike about the product?
As constructive criticism, I think the Freshservice could have some functionalities updated, such as as app that talks to Freshdesk (since we use both... FS for internal business and FD for client facing operation), service catalog sorting, more customization on the chatbot, and I hate that you do not yet have an app to work with Salesforce Lightening.
What problems is the product solving and how is that benefiting you?
We had not realized how important and efficient it is to have hardware/assets visibility into all employees equipment, such as laptops, and being able to associate their various assets with tickets received.
Recommendations to others considering the product:
Great product for IT operations to stay on track and IT managers to have a better view into company's assets and IT employees performance.
Process flow in IT is the way to future
What do you like best about the product?
I loved the point that you can add your change requests, your releases and bugs which arise in your application. Moreover a support team can always be available if any help is required by the customer
What do you dislike about the product?
I think adding repositories and linking them would be a good addin as currently I have to use another system and take freshservice on the other one
What problems is the product solving and how is that benefiting you?
As we have an internal system, our employees raise issues they have and freshservice helps us to make sure we don't ignore a single request and serve everyone. We also use it for asset management
The best service desk software I have used
What do you like best about the product?
Linking to the domain and the auto-creation of assets
What do you dislike about the product?
Originally, the setup of workflows for tasks was confusing
What problems is the product solving and how is that benefiting you?
We were operating without a service desk tool for three years and working from spreadsheets, the ticket management ability and asset management have been a blessing
Performance and customization
What do you like best about the product?
The flexibility and wide collection of different methods and ideas.
What do you dislike about the product?
i didnt find anything, whenever i got a new point its already available there..
What problems is the product solving and how is that benefiting you?
It ticketing, incident management
The perfect Ticketing system
What do you like best about the product?
1, dashboard
2, flow
3, easy to customize
4, GUI
5, Employee on boarding
2, flow
3, easy to customize
4, GUI
5, Employee on boarding
What do you dislike about the product?
1, project report is missing
2, Discuss button should be popup like chat
3, project report option is missing
2, Discuss button should be popup like chat
3, project report option is missing
What problems is the product solving and how is that benefiting you?
automated process
Recommendations to others considering the product:
project report
Satisfied
What do you like best about the product?
I like most is the canned response and the mobile app of freshservice which includes the inventory.
What do you dislike about the product?
The contract is not that helpful in my case.
What problems is the product solving and how is that benefiting you?
My benefits are the ticketing system itself and the inventory. I have no problems so far.
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