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.
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
It is a practical and agile solution
What do you like best about the product?
It is an easy to set up, the UI is intuitive and is a flexible and customizable system. Provides automation to expedite troubleshooting. Multi-channel support improves the reception of queries from email, chat or phone. It facilitates the management of communications with users.
Reports include customization features to easily visualize the data of interest.
Reports include customization features to easily visualize the data of interest.
What do you dislike about the product?
So far I have not found anything that fails in this service.
What problems is the product solving and how is that benefiting you?
Improves the visibility of all our operations, increases productivity. Simplifies problem solving.
Recommendations to others considering the product:
Freshervice is reliable and useful for automating multiple tasks.
Fresh Service Review
What do you like best about the product?
The way that the requester info it organized very clean and easy to use.
What do you dislike about the product?
I have yet to run into anything I particularly dislike.
What problems is the product solving and how is that benefiting you?
We use Freshservice for support IT for small businesses.
This product allows us to keep end users and companies organized.
This product allows us to keep end users and companies organized.
Customzibale tool with further improvement poential
What do you like best about the product?
Automated workflows
Inter-departmental communication and collaboration in the tool
Possibility to reopen tasks and tickets after closing
Responsive and helpful customer service
Inter-departmental communication and collaboration in the tool
Possibility to reopen tasks and tickets after closing
Responsive and helpful customer service
What do you dislike about the product?
Limited application of logic (dependent fields). Only two stages
Reporting section: not possible to reveal data of child items
Links from automated emails redirect users to a login page that is not working
Reporting section: not possible to reveal data of child items
Links from automated emails redirect users to a login page that is not working
What problems is the product solving and how is that benefiting you?
We use Freshservice for our Incident Management that strives for the continuous improvement of our operations. Depending on the input of reported incident, different tasks for different departments are triggered to react on the incident.
Enjoying Freshservice and learning how deep it goes
What do you like best about the product?
I really enjoy the interface and how quickly I was able to set it up. Being able to combine tickets and turn them into Problems. I really do like that everything is all in one place to administer and I don't have to install other modules. The dashboard is a great place to log into and see at a glance what is currently being worked on or what is overdue. The training videos are also a great tool they you.
What do you dislike about the product?
That being said I wish it was a little more robust and I was to more easily tie tickets and problem together. I wish that you had the ability to integrate with NetSuite. I wish it was easier to take solutions to problem and ticket and turn them into a Knowledge base documentation. The Analytics doesn't really seem to be working that good or I might not be using them correctly.
What problems is the product solving and how is that benefiting you?
I am a one-man army Administrator and this helps me keep track of all the issue that arise. I can track and see trends with my users. I am still learning all of the different reports so that I can show our owner team what I am doing. This helps me be able to have an answer to why things might night get done as quickly as they would like because of the fires I am putting out.
Recommendations to others considering the product:
Make sure you buy the level that you need.
very helpful and almost stress free
What do you like best about the product?
the user interface, interaction with genuinely concerned agents 24/7
What do you dislike about the product?
not being able to have access to the back end without having to use API
What problems is the product solving and how is that benefiting you?
a great deal. proper monitoring of incidence resolution in real-time
Recommendations to others considering the product:
its really great using \fresh service
Outstanding IT services management tool
What do you like best about the product?
The software implementation is simple, UI / UX is user-friendly. The ticket management tools are intuitive and customizable. It increases the efficiency of incident management since it allows you to connect with IT specialists in the same workspace. Supports task automation, SLA management and agent collision detection. The mobile app is critical to take action at the appropriate time.
What do you dislike about the product?
Nothing. The product offers many useful features. By far, Freshservice is one of the best services we have implemented.
What problems is the product solving and how is that benefiting you?
It reduces the response time to inquiries. It allows objectively prioritize queries, helping the team to focus attention on the search for customized solutions for each case. Increase the quality of service.
Recommendations to others considering the product:
The subscription has a relatively low cost. It is a flexible and scalable solution.
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