Freshservice
Freshworks Inc.External reviews
1,274 reviews
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External reviews are not included in the AWS star rating for the product.
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.
Prompt and friendly customer service
What do you like best about the product?
The look and feel of the system is very easy to use.
What do you dislike about the product?
No true Project Management functionality
What problems is the product solving and how is that benefiting you?
Replacing current help desk solution
Simple and Powerful
What do you like best about the product?
Freshservice has a simple easy to understand interface. Responding to tickets and updating their status is a breeze and does not require too many clicks. Plenty of customization on the Admin side to better suit your organizations needs.
What do you dislike about the product?
No dark mode, not really a dislike but it would be nice.
What problems is the product solving and how is that benefiting you?
With Freshservice we are able to better track the number of requests our IT department receives.
Easy Access and Customization
What do you like best about the product?
I like the fact that it is web based and there is an app on the mobile to make tickets easy to manage.
What do you dislike about the product?
Seems that all tickets are visible from other groups. Need better separation.
What problems is the product solving and how is that benefiting you?
Using it to manage Help Desk Tickets
Freshservice is a sophisticated solution
What do you like best about the product?
Provides an advanced solution to manage IT service. Freshservice is intuitive and user-friendly. It integrates seamlessly with other tools we use.
The system allows you to manage tickets, incidents and problems without difficulty. It has advanced reporting tool. It includes automation tools to create complex workflow easily.
It also presents a robust knowledge base and customer support ready to answer your questions. It is an excellent service.
The system allows you to manage tickets, incidents and problems without difficulty. It has advanced reporting tool. It includes automation tools to create complex workflow easily.
It also presents a robust knowledge base and customer support ready to answer your questions. It is an excellent service.
What do you dislike about the product?
No complaints about it because Freshservice is a resource that positively transforms our IT service.
What problems is the product solving and how is that benefiting you?
Certainly, Freshservice helps us to provide a solid and personalized service. Increases productivity, allowing centralized management of our operations and to reduce response time to incidents and problems.
Recommendations to others considering the product:
I recommend it because it is an intuitive solution with multiple advanced tools.
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