Freshservice
Freshworks Inc.External reviews
1,274 reviews
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Awesome!
What do you like best about the product?
I find that Freshservice reps are very helpful. They figure out what I need and usually have a solution for me. If they don't they figure out a workaround.
What do you dislike about the product?
Freshservice doesn't always have in-depth solutions out of box. It's good in general terms, but in-depth solutions for some of their modules is not there. Example, their documentation module is basic.
What problems is the product solving and how is that benefiting you?
Ticketing and tracking issues.
Over a year and very happy
What do you like best about the product?
The Fresh Service platform is constantly improving their usability for both Tech Support side and End Users. The mobile application is updated regularly with great UI that makes it easy to track issues, problems and changes. Notifications make it easy to keep my finger on the pulse with our Operation.
What do you dislike about the product?
My company uses Fresh Service Solutions to post How-Tos for end users and Support admins. I wish there was one more level of separation so I could have a "Sr Admin" tier so I could post additional restricted notes for only the Sr Admins that I do NOT want other Admins to see or Contract notes, etc.
What problems is the product solving and how is that benefiting you?
We run a shipping terminal and have several business applications that integrate tightly. The main use of Fresh Service is to support issues present by users for triage. Promote them to Problems if they are reoccurring or require a system change. Then promote to a Change with CAB. The benefit to this is easily following the bread-crumbs of why a change was put in, scheduling it with multiple resources and always having that as a historical reference. Then we created a Solution which describes the expectation at a less technical level for all our end users to understand the expected behavior.
Recommendations to others considering the product:
I highly recommend taking a Trial if you are looking for a friendly issue tracking system. If you have multiple vendors, your team are technology or business analysts but not the engineers, this is a great platform. Track your company issues in a recorded location, no more e-mail nonsense!
Fast implementation, good defaults, good service.
What do you like best about the product?
I like the immediacy of the service, its easy to implement, easy to understand and works out of the box for the most part.
What do you dislike about the product?
Asset management needs more work, so does software management.
What problems is the product solving and how is that benefiting you?
Incidents, services and problems are managed beautifully. Automations are easy to implement and integrate very well with all of them making for easy implementation of many services and a breeze to handle all sorts of tickets and problems
Recommendations to others considering the product:
Use the trial period to really get a hang of it. Support is quite good, use it too to learn what you can get to do with it.
Friendly ticketing system
What do you like best about the product?
I like the ease of use and dashboard appearance Also the phone app for effective notificatons.
What do you dislike about the product?
I think the help feature could be better
What problems is the product solving and how is that benefiting you?
Greatly improved productivity and time management and in turn attributes to efficient invoicing.
Excellent Freshservice
What do you like best about the product?
The fact that i can track all customer issues and see who is handling them.I can be able to get reports of the performance of each agent and also do appraisal using the platform
What do you dislike about the product?
Putting tickets on hold without genuine reasons makes agents so reluctant since the timer is put on hold
What problems is the product solving and how is that benefiting you?
IT related issues i.e User support.Has helped to reduce my user response time
Recommendations to others considering the product:
Freshservice is the best software for Support especially when dealing with customer experience and support
Quick response
What do you like best about the product?
the Dashboard is amazing, help me utilize the things I need.
What do you dislike about the product?
until now nothing, In project modules there some things need review, or it's there I did not explore it yet
What problems is the product solving and how is that benefiting you?
daily issues that occurs with employees, and requisition
It's been a great time!
What do you like best about the product?
I've been using FreshService since a year and it's been a great time! It helps me to get stuff going, work done in a short time and keep me and my day and the my team's day organized.
What do you dislike about the product?
I'd like FreshService to have a feature like exporting reports from a search, i.e search all tickets containing "cellphone" and filters as such.
What problems is the product solving and how is that benefiting you?
I manage a team of 07 IT Support analysts. We have everyday incidents, such as a mouse request and some as difficult as issues with a server or setting up a network from scratch. It has helped us to keep the demands organized under SLAs and priority levels.
Freshservice - easy and powerful
What do you like best about the product?
UI - everything is laid out in an easy to digest format and plays in very well with the functions of the system.
What do you dislike about the product?
Fresh will push changes to the dashboard etc without much warning
What problems is the product solving and how is that benefiting you?
Ticket management, asset management, change management. The customer facing portal also makes it very easy for users to get help.
Powerful and easy to use
What do you like best about the product?
Very simple to setup. Interface is non-complex but provides enough functionality to capture most tasks.
What do you dislike about the product?
I think the project management module is one area that could use improvement.
What problems is the product solving and how is that benefiting you?
I'm solving the problem of ticket tracking and IT demand management
Excellent Customer Service and Reliable Software
What do you like best about the product?
The software is robust and highly customizable to my needs. Support is quick to answer if I need help and usually can provide an answer.
What do you dislike about the product?
- The asset probe can't blacklist devices that aren't company provided, so it can't be utilized
- You can't blacklist tags in ticket group views
- You can't blacklist tags in ticket group views
What problems is the product solving and how is that benefiting you?
- 1 place to store all knowledge documents
- Helps delegate workflow and notify customers of work being done
- Tracking assets
- Helps delegate workflow and notify customers of work being done
- Tracking assets
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