Freshservice
Freshworks Inc.External reviews
1,274 reviews
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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
Great product and great support
What do you like best about the product?
Freshservice allows to offer an excelent service to our Clients and to enchance processes.
The support is Great that reinforce our satisfaction
The support is Great that reinforce our satisfaction
What do you dislike about the product?
Nothing to comment here.
Hope to learn bettee how to explore all the features
Hope to learn bettee how to explore all the features
What problems is the product solving and how is that benefiting you?
Service management inicidents problems reporting
Recommendations to others considering the product:
Good product and excelent support. An excelent choice to your service management experience and to enhance business processes - in line with good practice.
Support is amazing!
What do you like best about the product?
Anytime I call, email, or chat with anyone from FS, I get fast detailed assistance.
What do you dislike about the product?
I want FS to handle everything during my day. I wish it was grown out to handle offboarding, role changes, onboarding more effectively.
I would love to have automated tickets with checkbox lists of tasks. For ex. a list of software per role, per department. Some hired in Department A, with Title B, get this list of software provisioned, and it can be managed in a ticket.
I would love to have automated tickets with checkbox lists of tasks. For ex. a list of software per role, per department. Some hired in Department A, with Title B, get this list of software provisioned, and it can be managed in a ticket.
What problems is the product solving and how is that benefiting you?
Allows our team to communicate with each other and manages tasks.
Very Easy to Learn
What do you like best about the product?
The system is a very easy tool to control all our It helpdesk needs. My technical support team learn the systren in a few ours an in the same time I could view the results in graphics and in the satisfaction level of our users
What do you dislike about the product?
Just when the Freshdesk team make changes to the licence content
What problems is the product solving and how is that benefiting you?
At this moment we follow all technical reports in a timely fashion informing about them to our users and them are very satisfied with the new process of Helpdesk
Recommendations to others considering the product:
Take time to check clearly the Licence that you need
A+++++ service
What do you like best about the product?
The efficiency, the followup, the quickness of turnaround were all met.
What do you dislike about the product?
I can't think of anything about it that I dislike.
What problems is the product solving and how is that benefiting you?
Learning how to teach myself how to fish by their informative replies on tickets. That we all work together like fine tuned engine.
Recommendations to others considering the product:
N/a
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