Freshservice
Freshworks Inc.External reviews
1,274 reviews
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Fresh service review
What do you like best about the product?
The product is very easy to implement and easy to use. Moreover the performance of the product was really fast and cost wise it is very less compared to other service desk tools. Their support was great when we face any accidental issues.
What do you dislike about the product?
The API documentation was comparitively less in content. My suggestion is to create an API portal where users can test using the API key and test on the go.
What problems is the product solving and how is that benefiting you?
Service desk API integration was really a hard task before trying fresh service. That problem was solved after fresh service. Moreover, the performance of the APIs were really fast and easy to connect with other applications.
Recommendations to others considering the product:
Easy to implement. Great support. Easy to use. Cost efficient
Best profuct for ITSM
What do you like best about the product?
UI, Workflow, Chatbot, Support Portal, Service Catalog
What do you dislike about the product?
More options can be implemented in support portal.
What problems is the product solving and how is that benefiting you?
IT Helpdesk, Service management.
Good for IT
What do you like best about the product?
Ticket management makes sense and is easy to track tickets
What do you dislike about the product?
Too many different names for similar uses.
What problems is the product solving and how is that benefiting you?
Ticket management. Great for reporting to C-Levels
Recommendations to others considering the product:
You'll get frustrated with any ticketing system, but this has been the least frustrating we've tried yet.
Great for prioritizing the important things
What do you like best about the product?
The thing we like most about FreshService is that it is a SaaS solution which takes our hands off of managing it. We previously hand an on-prem solution that regularly went down and left us stranded in knowing what was going on with our users. Another feature we love is the ability to sort queues based on what is relevant to our teams, and not just a single dumping ground like some solutions offer.
What do you dislike about the product?
My dislikes are few, but one thing I notice is documentation is often outdated in regards to things I am trying to accomplish. They recently (i.e. sometime in the last two years) updated their portal, so trying to compare screenshots of their old portal to the updated one can be a bit of a headache. I am very much a self service type of person, and while every time I've opened a ticket I have had a great experience, I much prefer being able to tackle these things on my own.
What problems is the product solving and how is that benefiting you?
We came to Freshservice based on my experience with it at another company and it is everything I promised my co-workers. This tool allows us to more accurately relay information to the teams that need to see it with Freshservice's built in category based routing. We very crudely altered this to just include key words and it is has been surprisingly effective in getting tickets where they need to go.
Recommendations to others considering the product:
Make sure you price out exactly what you need. You are best off buying extra seats at a fixed lower price than adding them later on at a higher price if you have any expectation of growth in your company.
Simple and Easy to use.
What do you like best about the product?
I give support to just a few organizations. Freshservice is in this case for me free, I use the free tier.
Once the business grows I will go over to the paid features, since everything about Freshservice is simple and easy to use,
Freshservice is robust and has all the tools to be successful and offer top quality support service.
Once the business grows I will go over to the paid features, since everything about Freshservice is simple and easy to use,
Freshservice is robust and has all the tools to be successful and offer top quality support service.
What do you dislike about the product?
Nothing at the moment.
I don't use the system as much as a full-service, established ITSM/MSP.
I don't use the system as much as a full-service, established ITSM/MSP.
What problems is the product solving and how is that benefiting you?
My package comes with solutions portal feature.
I post workarounds and solutions to common problems there.
And when clients or other people encounter a similar problem, I send them to solutions from my own support portal.
pretty neat.
I post workarounds and solutions to common problems there.
And when clients or other people encounter a similar problem, I send them to solutions from my own support portal.
pretty neat.
Recommendations to others considering the product:
Give it a try.
Since it has a free option, you will have enough to work with.
And Freshservice has been growing and getting more features since I have started using it in 2016.
Since it has a free option, you will have enough to work with.
And Freshservice has been growing and getting more features since I have started using it in 2016.
Freshservice for Ticketing service requests
What do you like best about the product?
The orgainization and structure of tickets allows me to track and manage my tasks and also audit them if I need to.
What do you dislike about the product?
The asset manager in freshservice is lackluster. The probe for users does not always work properly and we need to manually track the assets instead of being able to have it be automated.
What problems is the product solving and how is that benefiting you?
We are tracking and managing user issues with freshservice. For me personally I use freshservice to track permissions changes which allows me to go back and see who has access to a give folder at any given time.
Recommendations to others considering the product:
Service desk is great I really appreciate the gamification. It could use some work in regards to asset management but the company has been transparent with their roadmap and delivers on promises that they make.
Easy Use
What do you like best about the product?
I appreciate the straightforward format. We use it for both reporting incidents as well as searching people in the system. I like the ability to comment on other incidents and have them as "pending" so that we can see what each other is working on.
What do you dislike about the product?
It is sometimes complicated to see all of the information and it can be a bit overwhelming to have tickets popping in and out, especially when someone is just saying "thank you." That's not necessarily something that Freshservice can do anything about, but there is a slight lack of organization.
What problems is the product solving and how is that benefiting you?
We use it to report incidents as well as find students in the school when they call with questions about password resets, etc. We mostly use it to take down phone calls and receive emails pertaining to IT questions.
Efficient, easy, and all around great
What do you like best about the product?
Freshservice is very straight forward and has many features making it an amazing product. It allows all of the Servicedesk team to be more involved and to oversee what everyone is working on. Which makes us more of a solid team, who can help each other when we need to.
What do you dislike about the product?
The only dislike I have with Freshservice is when im searching for all tickets from a specific user. Even if I select all, the tickets submitted by another user on their behalf wont appear.
What problems is the product solving and how is that benefiting you?
We resolve day to day issues. For example, users who cant connect to our network. New employees that need to get set up. Giving access to specific users. I realized that most users have similar issues. Which is why having the "Solutions" ready is so helpful. You can forward that to any user.
Recommendations to others considering the product:
I recommend getting FreshService and as soon as you get it, start filling it out with information. Solutions for common problems and making templates. Also turning on the Arcade setting. It makes it a bit more fun when closing tickets.
Great product, great support
What do you like best about the product?
The tool is configurable and support is fast and knowledgeable,
What do you dislike about the product?
Like any cloud service, there are areas an admin would like to be able to customize but the service is designed for lower IQ people to be able to use so they have no customizations.
What problems is the product solving and how is that benefiting you?
Help desk for end users. We are able to track support issues better than in email and solve problems more quickly.
Easy to do.
What do you like best about the product?
The whole team has a good knowledge and mastery of the tool.
They always answer fast and are very accurate in their answers.
They always answer fast and are very accurate in their answers.
What do you dislike about the product?
So far it has been pretty satisfying every time I needed the support and the tool itself.
What problems is the product solving and how is that benefiting you?
New integrations with new portals.
Each portal is separately for each company
Each portal is separately for each company
Recommendations to others considering the product:
Clear all doubts with the team before, and fast dominate the knowledge.
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