We use it for our case management solution, knowledge-based repository, and for service delivery case management as well.
Freshservice
Freshworks Inc.External reviews
1,293 reviews
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External reviews are not included in the AWS star rating for the product.
Easy to integrate. covers most ITSM needs.
What do you like best about the product?
Easy to use, implement, and integrate. covers most ITSM needs. Support is OK. Out business uses Freshservice very frequently for tickets and automation.
What do you dislike about the product?
Lack of some features. Support is always very responsive but sometimes resolves issues too quickly.
What problems is the product solving and how is that benefiting you?
Freshservice provides the It agents great visabilty into active tickets. The canned responses is a great feature to speed responses.
We also use Freshservice workflows heavily to update out HRIS and ITAM (we do not use the built-in ITAM)
We also use Freshservice workflows heavily to update out HRIS and ITAM (we do not use the built-in ITAM)
High level ticketing system
What do you like best about the product?
FreshService has a friendly UI which allows an easy track of tickers and tasks. In addition, the several services included allows to automate several processes. Also, every times I need support, I get fast answers and in case they cannot give me the service by email, a call takes place.
What do you dislike about the product?
When I did a migration process using the Workspace Organizer, some of the items from one workspace to another where not included to automatically migrate, making me involve lots of time into manual implementation. Also, I was negatively surprised about some FreshService management supposedly to test the differces between IT and Business agents and telling me that only a few differences, and I find out several differences.
What problems is the product solving and how is that benefiting you?
Allows a cetralised way to manage, document and assign tickets opened by our employees, ensuring an effective communication and solving.
The best helpdesk out there!
What do you like best about the product?
Freshservice has been a lifesaver for our helpdesk and asset management. Freshservice has a wide range of features to use with a whole bunch of automation abilities as well. It easily integrated into our M365 tenant as well.
What do you dislike about the product?
It is a little complicated to learn, but the guides provided and the customer support has been excellent.
What problems is the product solving and how is that benefiting you?
It provides multiple ways for our users to get in contact with the helpdesk.
Simple and clean to use, making our team more productive
What do you like best about the product?
Freshworks has made the way our team work much more streamlined. We previously used very old school methods of incident management, direct emails to team members etc., and we needed to get our way of working sorted. We have been using FreshService for over 2 years now and have found the way it helps us work, and the simplicity especially of that work, has meant that we are simply more productive.
I have used many ITSM tools in the past, Remedy, Clarify, HP's ITSM behemoth tool, and all sorts of homebrew solutions, but none comes close to the clean and simple web-based approach of this product. Initial set up and configuration is quick and easy, and ongoing configuration change and user maintenance is straightforward. We can all see exactly what we're doing, ticket portability between workspaces is simple and transparent, and we have no issues. FreshService hss just become a part of the furniture for our Infrastructure team management, and now many other teams, as we are rolling out to the whole business.
In time, we are planning to roll out additional features of the product in phases, Change Management being one of the first to be looked at following the initial roll out.
I have used many ITSM tools in the past, Remedy, Clarify, HP's ITSM behemoth tool, and all sorts of homebrew solutions, but none comes close to the clean and simple web-based approach of this product. Initial set up and configuration is quick and easy, and ongoing configuration change and user maintenance is straightforward. We can all see exactly what we're doing, ticket portability between workspaces is simple and transparent, and we have no issues. FreshService hss just become a part of the furniture for our Infrastructure team management, and now many other teams, as we are rolling out to the whole business.
In time, we are planning to roll out additional features of the product in phases, Change Management being one of the first to be looked at following the initial roll out.
What do you dislike about the product?
Reporting is not as straightforward as it might be, but I'm an Infrastructure chap, and reporting is not one of my BAU responsibilities so perhaps it's not surprising that it has taken some time to get my head around it.
What problems is the product solving and how is that benefiting you?
Incident Management, it's just streamlining our BAU processes and daily work. Change Management and Problem Management are in sight to look at next too.
It helps you streamline processes and keep track of assets!
What do you like best about the product?
Its ease of use, straightforward installation, excellent ticket management system, and rock-solid technical support are all features that I appreciate. Both tickets and assets are handled effectively. Our company's efficiency has been greatly enhanced by its customizable features, automated workflows, and ability to integrate with other applications. Any company that uses tickets to track tasks, automate processes, and keep track of assets would benefit greatly from this system's superior ticket monitoring and management capabilities.
What do you dislike about the product?
There should be more regular updates in the areas of change management and reporting, as these are often lacking.
What problems is the product solving and how is that benefiting you?
It facilitates the management of customer service tickets and discussions with the business. It allows us to see what types of issues our customers are having and organize our support team accordingly. Our customer success, sales, and support teams all use the platform. We can track current support requests in real time as they are shared among a group of remote specialists, and we can store historical data that both our customers and internal teams can access.
IT Support Tool
What do you like best about the product?
Fresh Service is tool that help to stemline the process and flow of users request, the best part of it is service request module
What do you dislike about the product?
There are some limitation regarding the SKU, as we will not be applying all the customization required
What problems is the product solving and how is that benefiting you?
We mainly use the service request and incident management module of fresh service in daily use. this will solve our main concern regarding the user's requests.
robust tool for IT
What do you like best about the product?
I like Freshservice’s intuitive interface because it makes navigating and managing IT tasks straightforward. Its user-friendly design streamlines ticketing, automates repetitive tasks, and provides clear visibility into service performance, making it easier to handle IT issues efficiently.
What do you dislike about the product?
One of the main drawbacks of Freshservice is its limited customization options compared to some other IT service management tools. While it offers a range of features, there are constraints on how extensively users can tailor certain elements to meet very specific organizational needs. For instance, while you can create custom fields and modify workflows, there might be limitations in adapting certain aspects of the interface or functionality as flexibly as you might with other platforms.
What problems is the product solving and how is that benefiting you?
Freshservice solves the problem of managing IT issues by centralizing ticketing, automating routine tasks, and improving team collaboration. It benefits users by streamlining workflows, reducing manual effort, and enhancing service efficiency, leading to faster issue resolution and better overall productivity.
FS review
What do you like best about the product?
Ticketing canned response, workflow automator etc
What do you dislike about the product?
Less integration mostly paid orchestran plugins
What problems is the product solving and how is that benefiting you?
We use it for our internal IT ticketing system. Its easy to integrate with gsuite to file email sourced ticket trigger etc.
Integrations available with third parties and easy to use
What is our primary use case?
What is most valuable?
I like that a lot of integrations are available with third parties. Another one would be ease of use. It's very handy and very easy to use.
The change management feature of Freshservice is very useful, handy, and easy to adapt to your needs. We use it for all of our change management.
It has an AI add-on called Freddy, and it's really good. It's really pretty good for what it is meant to do. There are improvement areas for it.
For instance, it has a feature for analyzing similar cases, but you cannot give feedback to let it know which case is indeed similar or which is not. But for what it is meant to do, it does a pretty well job.
What needs improvement?
There are requirements, not only from our side but from different users worldwide. I work with some community groups worldwide, and we have been placing several requests.
So, there are a few areas of improvement for this solution, like enhancing reporting for project management, which is also a feature it has, and some others.
For how long have I used the solution?
We work on a daily basis with Freshservice from Freshworks.
We have been using it for almost four years. Three years on the app.
What do I think about the stability of the solution?
So far, we have not had any issues with stability. It works pretty well.
What do I think about the scalability of the solution?
The scalability of this solution is very impressive. You can increase the usage, data types, and other stuff. So, it's very handy.
How are customer service and support?
The support is great.
Which solution did I use previously and why did I switch?
Other solutions we use include Zoom and HCL Domino. That's our daily use. We, of course, work with Microsoft Office and other stuff, but those are the main ones we work with on a daily basis.
How was the initial setup?
The complexity of the initial setup depends on your needs. It can be complex, but more than complex, it's long. It's a long process. It could be pretty straightforward, but it can be long.
So, depending on your internal needs, it might turn out to be complex. It took us four months to deploy it, from the very beginning to the end.
It is very resourceful. It has a lot of resources. In order to maintain it, there is a very vibrant and active community that I work with. So that makes maintenance easy. They have several support options for maintaining it. So, it's very simple to maintain.
What about the implementation team?
I subcontracted a third party, a partner, to implement it.
What was our ROI?
The return on investment is good.
What's my experience with pricing, setup cost, and licensing?
We're on the pro model and the pro license.
It is kinda expensive. There are several licensing options. We don't use the higher license model, which is very, very expensive. So, there are three options, but they are limited, as with many solutions. But the full, complete solution is very pricey.
What other advice do I have?
Overall, I would rate it an eight out of ten. There are a few improvement areas, but it is pretty good. Again, we use it on a daily basis. We love what it does, but there is always room for improvement.
Review of freshservice
What do you like best about the product?
Now it's showing sla matterix so it's easy to see you working progress.
What do you dislike about the product?
I dont think everything seems perfect Atlist for me
What problems is the product solving and how is that benefiting you?
Whenever I fave any issues regarding it admin I just have to raise ticket ok it and the issue has been resolved
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