Freshservice
Freshworks Inc.External reviews
1,274 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Overall good experience
What do you like best about the product?
Quick and easy to start designing and using
What do you dislike about the product?
For detailed processing of tickets, it's not as mature that I would expect. Software management tool is not mature yet.
What problems is the product solving and how is that benefiting you?
We can no separate our tickets from incidents and service requests. We also now are able to use an asset database and start building our CMDB and build our depository for all of our change requests to better assist our customers but also maintain our environment.
Recommendations to others considering the product:
Great, easy out of the box implementation for a small or medium size business.
Quality and Fresh service
What do you like best about the product?
easy to use ticket system with other goodies such as an asset database
What do you dislike about the product?
agent round robin is not an option in the lower tier plans
What problems is the product solving and how is that benefiting you?
end users can email in tickets that can be assigned and responded to with no fuss
Recommendations to others considering the product:
lots of customisation options are available within the ticketing system. with a little bit of effort you can make the system look and feel the way you want and do the things you need.
Amazing!!
What do you like best about the product?
We now have the ability for everything to be in one location. Inventory, Tickets, Change Control, Vendor manamgement, Onboarding, and the analytical reports. We were able to quickly roll this out and get our users to use the product quickly. I can't wait to see the new features that FreshService will come up with next.
What do you dislike about the product?
Change Controll:
I would like to pre-populate the automated change control forms to be completed. We put in the same information every time which I understand may not work for everyone, but there should still be an option to do this as it would save time.
Knowledge Base:
It would be great if knowledgebase could be more like Evernote. The ability to quickly create contente with screenshots would be a great feature. If we could secure some of the areas, that would help. My idea would be to have folders and security set on those. The current knoledgebase needs a lot of help. Although I tried to implement, no one ever
I would like to pre-populate the automated change control forms to be completed. We put in the same information every time which I understand may not work for everyone, but there should still be an option to do this as it would save time.
Knowledge Base:
It would be great if knowledgebase could be more like Evernote. The ability to quickly create contente with screenshots would be a great feature. If we could secure some of the areas, that would help. My idea would be to have folders and security set on those. The current knoledgebase needs a lot of help. Although I tried to implement, no one ever
What problems is the product solving and how is that benefiting you?
Benefits, We now are able to keep a better eye on our inventory with weekly reports, we can order what is needed as we continue to grow.
The advanced analytics gives us the ability to see all the departments across the board with helps us to identify issues and identify problematic applications vs users.
The advanced analytics gives us the ability to see all the departments across the board with helps us to identify issues and identify problematic applications vs users.
Recommendations to others considering the product:
Active Directory Single Sign-On / Integration with AD
A fresh solution to old problems
What do you like best about the product?
Easy to filter tickets, easy to merge tickets related to the same issue, easy to forward tickets to another team or individual.
What do you dislike about the product?
Extremely tight control over who can add a "canned response". I understand that canned responses for _everyone_ to see should be tightly limited in a group as large as ours, but I should be able to have my own library of canned responses that I use frequently, rather than having to send them to an Admin and wait for them to add them - even if I'm the only person who will ever use them.
What problems is the product solving and how is that benefiting you?
I use it to track help requests that come in to a variety of specific email accounts. Tickets are routed to teams based on the email address the request was sent to, but they can be reassigned if necessary.
Exactly what we need!
What do you like best about the product?
Very user friendly & allows to manage multiple ticket effectively and efficiently working towards our SLA's.
What do you dislike about the product?
No problems as yet, and the small problems we have had have been swiftly rectified.
What problems is the product solving and how is that benefiting you?
All telecomms related products.
Recommendations to others considering the product:
Very user friendly & allows to manage multiple ticket effectively and efficiently working towards our SLA's.
Refreshingservice
What do you like best about the product?
Freshservice is ITIL ready and simple to use from the get go, critical for user adoption. Support request generation is simple for the end user either via email or the included portal. Although approx 50% of our requests still come via the telephone we are seeing more users adopt the simple email option so that they are kept in the loop of ticket progress.
What do you dislike about the product?
Initial supplier support can be a bit flaky but once on board the service received improved greatly through account management. Initial workflow customisation takes a bit of getting used to so ensure you have it mapped out on traditional pen and paper first before utilising the admin portal to translate your requirements.
What problems is the product solving and how is that benefiting you?
Excellent overview of the service desk as a whole through reporting and analytics.
Recommendations to others considering the product:
Ensure you get an account manager at the outset before a free trial so that you maximise the expertise available from Freshservice. Start out with a lower tier option to get your staff familiarised with the UI before committing to the level you require. Ensure that you build a relationship with your account manager early on and that they keep you informed of developments, Freshservice staff use the very latest version prior to general release and there is good opportunity to help shape future improvements and upgrades.
Simple and friendly
What do you like best about the product?
I like the way everything is concentrated in a single platform, from assets to tickets, I can check everything here. Also, I love the additional tools integrated, like the option to create projects and tasks and be able to track them.
What do you dislike about the product?
I don't like that it doesn't have the option to integrate more than 1 Slack workspace, although that might be a feedback for the Slack app creators.
What problems is the product solving and how is that benefiting you?
Little incidents and ticket solving, I like that I can see the progress of others in the same platform. Also, Workflows is a time saver and resolves a lot of situations I've have in mind.
Recommendations to others considering the product:
I recommend using this tool because it's complete. It has almost everything you could want in a help desk and is easy to use. I will help you a lot in improving the way your company is responding to tickets and is easy to get reports of it too. Besides, you can integrate a wide variety of applications and also allows you to upload your own apps to be better tailored to your needs.
Outstanding Product
What do you like best about the product?
Easy customisation, ease of configuration, extremely admin friendly and easy to quickly understand, ease of deployment, awesome functionality, great support, great additional modules, very good pricing.
What do you dislike about the product?
There have been really minor dislikes that you get with any product, but there is nothing that sticks out as being an annoyance or hindrance to a great user and admin experience.
What problems is the product solving and how is that benefiting you?
Centralised service desk to a multi-country workforce; control of outsourced vendors and providing the internal IT with greater visibility of IT support across the board.
Recommendations to others considering the product:
Simply try it - I tested several products, and clearly this one won but even during the trial period I felt as if I was a subscriber already.
A good product for managing my application in maintenance
What do you like best about the product?
I like the fact that I can customise the product to the need of my clients.
What do you dislike about the product?
I don't really use the graphs from the application as I have my own datastudio for that
What problems is the product solving and how is that benefiting you?
I use it mainly to monitor the maintenance of our applications. It help us to be effective in the respect of our engagements.
Recommendations to others considering the product:
Great product for incident management.
Very Organized
What do you like best about the product?
I Like the fact that our entire team can view an organized library of all of our assets both in the field and in reserve. and they can pull up any information about them like software installed reliance etc to assist in solving their service tickets. I can login and see the overview of tickets and also check what the last auddit daate was on all the PCs deployed through the warehouse
What do you dislike about the product?
some of the features are lacking or I can't figure out how to utilize them the way we need.
ie a better way of cataloging software and registration serial numbers, links to renew, etc.
more intuitive way of submitting tickets for your equipment. Maybe add a way to screen share directly from the helpdesk, or file share, or send notifications to users on their desktop, i.e. please logout of .... back up starting in 10min or notify of planned server downtime via popup from freash service tray app
ie a better way of cataloging software and registration serial numbers, links to renew, etc.
more intuitive way of submitting tickets for your equipment. Maybe add a way to screen share directly from the helpdesk, or file share, or send notifications to users on their desktop, i.e. please logout of .... back up starting in 10min or notify of planned server downtime via popup from freash service tray app
What problems is the product solving and how is that benefiting you?
all assets now have details stored for them that we can pull up vs. starting from scratch every time we had a service request before.
before unless the tech had his own note book with computer details he had to sit down and figure out what versions were installed what the serial numbers were what drivers were needed who uses the computer etc. Now the tech can prep before interupting the work station flow, he can look through installed software find drivers needed before the service call starts. also its good for tracking exteneded warrenties, planned matenance, static Ip addresses, as well as service history
before unless the tech had his own note book with computer details he had to sit down and figure out what versions were installed what the serial numbers were what drivers were needed who uses the computer etc. Now the tech can prep before interupting the work station flow, he can look through installed software find drivers needed before the service call starts. also its good for tracking exteneded warrenties, planned matenance, static Ip addresses, as well as service history
Recommendations to others considering the product:
NA
showing 721 - 730