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.
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.
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.
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