Freshservice
Freshworks Inc.External reviews
1,274 reviews
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A modern ITSM tool with full feature set and a breeze to setup
What do you like best about the product?
Very intuitive and easy to setup. Full feature set ITSM tool, and frankly makes the de facto choice like Service Now look over priced and unnecessarily overcomplicated.
What do you dislike about the product?
Some features still evolving, but are only really for some very advanced and niche use cases. All of the basics and intermediate stuff is there, and not only works - but works well.
What problems is the product solving and how is that benefiting you?
Very quickly enabled change management system with benefits of reducing incidents immediately apparant.
Recommendations to others considering the product:
Go for it!
Freshservice is a must for all IT Departments!
What do you like best about the product?
Freshservice is extremely easy to use, not just for Agents and Administrators, but for end-users as well.
What do you dislike about the product?
I can say that I have not found any feature of Freshservice that I do not like.
What problems is the product solving and how is that benefiting you?
We are able to quantify how much time and money we spend on different tickets, mainly those involving repairing Chromebooks
Perfect ITSM Solution
What do you like best about the product?
The ticket solution is easy to learn and intuitive. Helps me keep track of various user issues.
What do you dislike about the product?
Works great, nothing really to pick at...
What problems is the product solving and how is that benefiting you?
Keeping tickets in an orderly fashion and making it easier for users to self help.
Wonderfull service
What do you like best about the product?
We started using fresh service form last year July fir testing purpose and found that there are lots of features that are not available on other Service desk application like workflow Automator, customer satisfaction.
Fresh service is very easy to configure and easy use to use application. It was my experience that I was configured any application for an IT help desk and its very wonderful.
Fresh service is very easy to configure and easy use to use application. It was my experience that I was configured any application for an IT help desk and its very wonderful.
What do you dislike about the product?
The pricing of this application and some options are not available in my plan.
What problems is the product solving and how is that benefiting you?
They add the group option when we assigned ticket for agents.
The support team helps us to resolve the multiple problem and query at the time of implementation.
The support team helps us to resolve the multiple problem and query at the time of implementation.
Freashservice services
What do you like best about the product?
Platform is user friendly, does what it says. It gives us easy access to Service desk ticket be it from desktop, tablet or mobile
What do you dislike about the product?
We need few more capabilities on reporting. In addition to this if platform can give open APIs we can create our own dashboards by getting data from platform
What problems is the product solving and how is that benefiting you?
Timely Interactions with our L1, L2 and L3 support teams. Certainly productivity increased among the team and enabled us to give proper services to the users
Recommendations to others considering the product:
If you are looking for productivity increase and ease of using service desk, go for Freshservice
Lots of Features, Huge Learning Curve
What do you like best about the product?
It has a lot of the functionality we need in a HelpDesk suite, and the analytics are great too. The most surprising feature was the gamification, though. The badges are oddly a great motivator for my team.
What do you dislike about the product?
Our migration from our old helpdesk system was very messy. It felt like there was no set process in place and that they were figuring it out as they went along. It took about a month and a half and two retries before our migration was complete.
The app is also a bit slow when loading tickets. The longer and more fleshed out a ticket is, the less "smooth" the ticket loads and appears. I have to let a ticket load for about 30 seconds before I can touch it.
Also, the learning curve is a bit steep. We're still finding things out or realizing that we should be doing things a different way than we are.
The app is also a bit slow when loading tickets. The longer and more fleshed out a ticket is, the less "smooth" the ticket loads and appears. I have to let a ticket load for about 30 seconds before I can touch it.
Also, the learning curve is a bit steep. We're still finding things out or realizing that we should be doing things a different way than we are.
What problems is the product solving and how is that benefiting you?
There was an issue with workflows crossing on tickets. Two techs would send a reply to the customer at the same time and it was embarrassing for us. With Freshservice, it is clear who is replying to a ticket at that exact moment you are and also see who is watching it.
Problem, change and project tracking is also helpful, as we were missing that in our workflow. But now we have processes set out for us and we are able to work together better.
Problem, change and project tracking is also helpful, as we were missing that in our workflow. But now we have processes set out for us and we are able to work together better.
Recommendations to others considering the product:
If you're willing to work at setup a bit, this suite is great. It has all the bells and whistles that you'd expect and look for, but the way some parts of the sutie is designed leaves you with some questions.
as a partner i have no complains, great support, keep with the great work guys!!
What do you like best about the product?
All the analysts are very polite and they really solve the problems, awesome experience!
What do you dislike about the product?
i really did not disliked anything about you guys, and hope it keep the same :D
What problems is the product solving and how is that benefiting you?
in the last two days i opened two tickets about two different deploys we are making here in brazil and the support team are helping a lot solving all our issues
Recommendations to others considering the product:
Just give a shot, It's totally amazing
Great Ticketing software
What do you like best about the product?
There's a lot of great features and the tiered pricing to access those features is great. I love the automation tools to auto flag tickets a certain way. I like that i ingegrates with our monitoring service to auto create tickets on things. The scheduling of tickets is great too.
What do you dislike about the product?
The only dislike I have is the max 30 ticket view. This can be troublesome if you get spammed or have your monitoring service send in a bunch of false positives.
What problems is the product solving and how is that benefiting you?
It works well for us to assign tasks to different team members and to communicate well on what has been done and needs to be done.
Recommendations to others considering the product:
Try it, they offer a trial. Try out the workflow automator it's easy to setup and powerful.
Jack of all trades
What do you like best about the product?
I enjoy that it could be used for many different items. Not only can you use it as a ticketing service but as an IT department we are able to use the Project and change management portions. The ability to customize the portal and customize all the sections is amazing.
What do you dislike about the product?
The fact that you have to have someone that can either write in HTML or CSS or pay to have a nice portal. We are a start up and love the portal section however, we don't have someone that can write in either of those languages so it's been a little tough. The inability to customize some default settings.
What problems is the product solving and how is that benefiting you?
We have solved the issue of using email to track information. It's difficult to track who has worked on what item when they are in different email inboxes. We use it for our big internal Projects as well as solve everyday operational problems.
Recommendations to others considering the product:
The amount of features and the price it will be difficult to find anything that would be able to compete.
very helpful
What do you like best about the product?
its great for making tickets and tracking inventory
What do you dislike about the product?
running reports are not accurate or easy to set up
What problems is the product solving and how is that benefiting you?
inventory issues. and our ticketing system.
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