Freshservice
Freshworks Inc.External reviews
1,281 reviews
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External reviews are not included in the AWS star rating for the product.
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
Making IT support easier and more streamlined.
What do you like best about the product?
The tickets system gives an excellent overview of every existing and former issue there has been, and makes it easy to categories every problem. Besides that we have used the Service Catalog to make an overview for every employee to check what equipment we have available in the IT department.
What do you dislike about the product?
Mail forwarding to helpdesk, was not as straight forward as hoped. However the problem lied within our mailserver and not at freshservice.
What problems is the product solving and how is that benefiting you?
We are yet to fully implement Freshservice for all our employess, but for now he have used it to make an overview of every service we offer and have begun to use the ticket system. The Service Catalog makes it possible for the employees to see what equipment we have available before they come by the IT department.
Rapid implementation and great support!
What do you like best about the product?
Easy of deployment and the full suite of ITSM modules allow this tool to manage our entire ITIL based processes.
What do you dislike about the product?
Group options are only available for agent groups, not requester groups.
What problems is the product solving and how is that benefiting you?
A clear process for all IT services, onboarding and offboarding employees with the workflow automator has made the processes rock solid.
Recommendations to others considering the product:
Simple implementation and varied levels of agent packages suit any size organization.
Freshdesk
What do you like best about the product?
Freshdesk allows you to manage your service delivery with ease. I configured Freshdesk for my organisation service delivery
What do you dislike about the product?
Freshdesk Point of contact must provide some initial training.
What problems is the product solving and how is that benefiting you?
We started using freshdesk for managing our service delivery. We have integrated this to our trello and Jira application for sprint delivery management aswell.
What a breeze
What do you like best about the product?
after being convicted to use Jira Servicedesk for about 4 years, i had the opportunity to switch to Freshservice. The fantastic documentation, intuitive interface and hyperfriendly and professional supportteam made starting off very easy. Whenever we have a quesion or an issue, the supportteam responds very acurately. Our internal users are frequently using the portal, which they refused with Jira Servicedesk, and the Mobile app makes it easy for everybody, both agents and requesters...
What do you dislike about the product?
Currently i havent had any issues kept bothering me. Whenever I had an issue, it was resolved by the supportteam.
What problems is the product solving and how is that benefiting you?
- faster response times for our agents
- easier accessible for endusers
- knowledge base
- asset management
- easier accessible for endusers
- knowledge base
- asset management
Free for small business with all necessary features.
What do you like best about the product?
Very intuitive interface,
zero time configuration
easy integration with business mail system.
Modern design with company customization options, even in the free version
zero time configuration
easy integration with business mail system.
Modern design with company customization options, even in the free version
What do you dislike about the product?
i didn't found any problems,everything is great
What problems is the product solving and how is that benefiting you?
Ticket-based technical support system makes it easy to respond to customer problems. And as a result,improve customer experience.
User friendly and management tool
What do you like best about the product?
It is the tool which provides all the features we require and few are beyond the expectations. The best thing is the performance level it maintains and there were very minimal downtime.
What do you dislike about the product?
As far as I used, I dont see a feature i dislike but I could say there are few features that are evolving to make our day to day tasks more easier.
What problems is the product solving and how is that benefiting you?
Few things were non editable and there were few restriction in access but now with the product emerging day by day, all my concerns are resolved.
Recommendations to others considering the product:
Freshservice is a product we would never fail to fulfill your expectations. If you are searching for the complete IT service management tool then you are sure on the right tool. It provides all the features meeting and even few things beyond the expectations. One should always to try it before going to another tool and you will never choose another.
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