Freshservice
Freshworks Inc.External reviews
1,281 reviews
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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.
the best in customer service.
What do you like best about the product?
with freshservice it is possible with it to customize the portal and all of the sections,also the fact that it is used for many different items makes it amazing. you can use it as ticketing service and also in management portions.
What do you dislike about the product?
it is not possible to customize some default settings. also you have to write in html to have a good portal and it is not easy to write in that format.
What problems is the product solving and how is that benefiting you?
it is very easy to track information with it unlike emails and also solve everyday operational problems.
Recommendations to others considering the product:
fresh service has good features that are easy to use and the pricing is worth it.
A Fresh Service Desk tool
What do you like best about the product?
I like the UI, it's great and customisable to your needs. The layout is pleasing to the eye and the functionality comes with it
What do you dislike about the product?
Although there are a lot of integrations, there are not a lot to cover our particular software suite
What problems is the product solving and how is that benefiting you?
We have utilised the onboarding feature to fully redesign our onboarding process and make it a lot more streamlined
Recommendations to others considering the product:
Check that you can integrate your software if that's a needed feature
FreshService as ITSM tool
What do you like best about the product?
FreshService as SaaS offer optimum features with budge price as ITSM tools available on the market right now
What do you dislike about the product?
Not much complain, but it needed to be improved on short time basis to deliver more ITSM process on it, and to adjust to new standard ITIL 4.0
What problems is the product solving and how is that benefiting you?
Better handling of incident tickets, service request tickets, escalation and workflow. Also other ITSM process such as Problem Management, Release Management and Change Management
Decent IT Helpdesk Platform
What do you like best about the product?
It offers some built-in features others lack (inventory, on-boarding workflows). For the basic part of managing a helpdesk, it's pretty good and the price is decent. FS Support is quick to respond and generally helpful when I have questions or problems.
What do you dislike about the product?
The interface is limited and dated--especially the end user-facing elements. The standard helpdesk web portal looks like it's from the early 2000's. It's still better than most other helpdesk platforms (way better in some regard), but being better than terrible alternatives is a low bar. Even basic customizations to the end user portal (changing text, removing a button) take a lot tinkering with CSS/HTML. There are many integrations available, but they don't always work well. In particular, the Jamf and Slack integrations have been problematic for us and FS support hasn't been able to deliver a fix despite multiple reports. For admins, there is a learning curve to the admin panel. Things are not always laid out in an intuitive, user-friendly manner. Overall, I think FreshService is in need of better user experience managers and product managers. I also really wish it had Okta, LDAP, or G Suite Directory integrations so I could sync requestor departments, job descritpions, etc from G Suite into FS.
What problems is the product solving and how is that benefiting you?
We use FreshService for IT helpdesk, KBase, on/off boarding, facilities requests, and finance team questions--basically an all-purpose helpdesk. We also use it a supplementary inventory system (it's not quite good enough to use as the default since it doesn't sync that well to our Jamf instance).
Recommendations to others considering the product:
I haven't found a Helpdesk platform I really love, but I think FreshService comes closest in many ways. I don't think it's perfect, but it's solid and gets the job done.
Intuitive application, easy configuration, full features, process oriented and easy to deploy!
What do you like best about the product?
The workflow automator tool is excellent and allows for quick configuration of workflows based on our requirements.
What do you dislike about the product?
Requester groups are not available in the workflow tool so I had to manually add a group of users to a few workflows.
What problems is the product solving and how is that benefiting you?
Freshservice is allowing us to take advantage of all of the ITSM capabilities and is a driving force behind maturing our internal service delivery processes.
Very Positive and responsive
What do you like best about the product?
The rapid feedback and response to my inquiries
What do you dislike about the product?
There was nothing we disliked so far. We just evaluated the product.
What problems is the product solving and how is that benefiting you?
Service Desk ticketing system
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