Freshservice
Freshworks Inc.External reviews
1,281 reviews
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A rookie working with Freshservice
What do you like best about the product?
The simplicity of the interface, and the multiple facilities that have the tray to work.
What do you dislike about the product?
Some gadgets in the dashboard do not charge properly. Recently I had a bug to make an integration with Slack, but it was solved within days.
What problems is the product solving and how is that benefiting you?
Attention to failures that occur in the cloud services of customers.
Recommendations to others considering the product:
None at the moment.
Fast response time, easy to setup, and easily integrates!
What do you like best about the product?
I love how fast their support team is able to respond and answer my questions for anything that I have. I also love how customize-able FreshService is, specifically with the form fields and Workflow Automator to automate various different requests that come in from our end users!
What do you dislike about the product?
I'm not the biggest fan on there being a lack of an apparent license tracking feature. This would make a great addition to FreshService if we could enter in various different information about licenses for software!
Personally, I'm also not a fan of the bright white color scheme. I'd love an integrated dark mode feature!
Personally, I'm also not a fan of the bright white color scheme. I'd love an integrated dark mode feature!
What problems is the product solving and how is that benefiting you?
I'm solving the problems of my company of having an actual ticketing system in place at my company, increasing efficiency with automating our workflow, creating accountability for ticket completions with SLA agreements, creating an front-facing request board through the Service Catalog, and a history log for previously completed tasks on various different devices.
Ticket Freshservices on Software is a Services is perfect
What do you like best about the product?
- No need to do more thing with infrastructure
- No need to maintenance
- No need to take care security
- online 24/ 24
- unlimited users
- No need to maintenance
- No need to take care security
- online 24/ 24
- unlimited users
What do you dislike about the product?
Price: it is higher if we have many agent. we should consider about it
What problems is the product solving and how is that benefiting you?
A lot of thing can done with FreshServices.
- Manage task and time line
- Ready support by teams
- Handle ticket 24 hours per day
- Device task perfect
- Can assign device to Users handle ticket
- access anywhere
- Report per agent, user.
- Domain Trust by admin
- Manage task and time line
- Ready support by teams
- Handle ticket 24 hours per day
- Device task perfect
- Can assign device to Users handle ticket
- access anywhere
- Report per agent, user.
- Domain Trust by admin
Recommendations to others considering the product:
No need admin to do alot task, you shoud use pay as you go and do your his
Freshservice is very user friendly and easy to use for a novice
What do you like best about the product?
tickets dashboard gives the realistic diagramatic picture of the ticket status.
What do you dislike about the product?
i am not sure if freshservice has the feature I am requesting below, didn't have time to explore on this, but if it has this feature it will be really helfpul.
Currently there is no status called 'Resolved' . It would be good if we have 'Resolved' status which means the issue is resolved and once the user verifies it, this can be closed.
also, tickets in resolved status for a period of 2 to 3 days should automatically marked as closed if the user forgets to close the ticket.
Currently there is no status called 'Resolved' . It would be good if we have 'Resolved' status which means the issue is resolved and once the user verifies it, this can be closed.
also, tickets in resolved status for a period of 2 to 3 days should automatically marked as closed if the user forgets to close the ticket.
What problems is the product solving and how is that benefiting you?
For my job role, Freshservice is serving the purpose I need for.
Recommendations to others considering the product:
Can be definitely recommended and effective to use.
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.
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