Freshservice
Freshworks Inc.External reviews
1,281 reviews
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Great tool for my technology team to support our internal users
What do you like best about the product?
Mobile apps and web app are great! We also track our assets in FreshService so we know when the warranty is expiring and have a solid reference to a ticket with a device.
What do you dislike about the product?
Nothing, it's been a really good experience overall!
What problems is the product solving and how is that benefiting you?
Our IT Support Helpdesk transitioned from Spiceworks to FreshService to manage our tickets and asset inventory.
Recommendations to others considering the product:
Get started on a trial immediately, it's free! You will quickly see that it's a great solution for mid to large sized companies.
A very nice programm and GUI
What do you like best about the product?
It is easy to open new ticket to merge them and keep the overview.
Also you can easy track the time that the Ticket is open and can attach items.
And overall a good gui.
Also you can easy track the time that the Ticket is open and can attach items.
And overall a good gui.
What do you dislike about the product?
Until now I did not found the unmerge option but that is a small issue and has no impact in our daily bussines.
What problems is the product solving and how is that benefiting you?
We work faster and can share our progress better. We Safe time and find our Tickets fast.
great
What do you like best about the product?
ticket management
portal admins
Problems management
portal admins
Problems management
What do you dislike about the product?
the management of the asets
it's the only thing
it's the only thing
What problems is the product solving and how is that benefiting you?
More resolved tickets with low time to finish it
The best Ticketing and service management software i have ever come across
What do you like best about the product?
The support team, always at hand to to respond with the best turn around time
What do you dislike about the product?
The Admin Dashboard needs some improvement
What problems is the product solving and how is that benefiting you?
Inventory Management. At a glance i am able to view assets at a click
Recommendations to others considering the product:
Best customer support, user friendly and thoroughly researched and integrated software
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
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