Freshservice
Freshworks Inc.External reviews
1,274 reviews
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External reviews are not included in the AWS star rating for the product.
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.
Ease of use
What do you like best about the product?
How easy it is to navigate.
Loads of features
fast support
Loads of features
fast support
What do you dislike about the product?
Unable to route tickets depending on option selection in a service catalog form.
More filters needed when creating a report.
More filters needed when creating a report.
What problems is the product solving and how is that benefiting you?
Creating a more efficient escalation process, through the workflow automator I can automatically assign tickets.
Next level service desk software
What do you like best about the product?
The interface is intuitive and responsive!
What do you dislike about the product?
There are formatting issues in the Solutions center - there should be a template to create articles so that all of the knowledge base pages look the same. When you copy/ paste from article to article - there are some formatting problems that arise. Our workaround is to create the article in Word and then paste it in.
What problems is the product solving and how is that benefiting you?
Primarily, we needed a solution that was more user-friendly for our staff (end users AND IT) - Fresh has exceeded our expectations in that regard.
The benefits:
1. Staff responsiveness
2. Reporting - we are able to identify "pain points" experienced by our endusers
3. Communication with staff - we are able to send out messages (and track responses) to entire staff directly from Fresh
Much more!
The benefits:
1. Staff responsiveness
2. Reporting - we are able to identify "pain points" experienced by our endusers
3. Communication with staff - we are able to send out messages (and track responses) to entire staff directly from Fresh
Much more!
Easy, clean, and complete product.
What do you like best about the product?
ITIL framework makes it familiar and organized as an IT management platform. Lots of simple features that facilitate a positive user experience. The API allows painless integration with our business systems. Clean, simple interfaces make it user friendly.
What do you dislike about the product?
Support from India is always somewhat less than optimal for a U.S. business.
What problems is the product solving and how is that benefiting you?
Incident tracking is a great improvement over our previous in-house solution and the analytics around recurring issues and workload by time of day and day of the week has been very well received.
The ITIL structure is allowing us to bring order to change and release management procedures.
The ITIL structure is allowing us to bring order to change and release management procedures.
Recommendations to others considering the product:
Streamlined yet complete product. Run the trial and see if it meets your needs.
Simple and Powerful
What do you like best about the product?
I love all the features and integrations that Freshservice offers. Being able to integrate with systems such as Trello, Slack, G Suite, ZOom etc. has been very helpful.
What do you dislike about the product?
Some of the nitty gritty under-the-hood things can be a little daunting, but not too bad.
What problems is the product solving and how is that benefiting you?
Before, people did not have an easy way to escalate issues to IT. Freshservice has allowed my users to receive proper and timely support while making it easier for IT staff.
Recommendations to others considering the product:
I highly recommend Freshservice to anyone looking for a proper ticketing system.
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