Freshservice
Freshworks Inc.External reviews
1,281 reviews
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Very good support
What do you like best about the product?
I had a support issue with Freshservice and their response was very fast and comprehensive.
What do you dislike about the product?
Freshservice is a little pricey so we have to keep the number of users down.
What problems is the product solving and how is that benefiting you?
Improving and streamlining our helpdesk processes.
Best in markert
What do you like best about the product?
the features and automation's i can use.
What do you dislike about the product?
default fields - the administrator does not have an option to remove the default fields directly.
There is lot of confusion among the support team, timely support is not provided when there is a requirement to set up the tool.
There is lot of confusion among the support team, timely support is not provided when there is a requirement to set up the tool.
What problems is the product solving and how is that benefiting you?
Problems - I can not modify the default field on my own, need to contact Freshservice for the same.
Benefits - The tool has changed the way support has been all these days, I have used many other tools like remedy and service now compared to these kind of tools and others in market. Freshservice has automated a lot of thinks and makes easy for me to setup customer support to my customers
Benefits - The tool has changed the way support has been all these days, I have used many other tools like remedy and service now compared to these kind of tools and others in market. Freshservice has automated a lot of thinks and makes easy for me to setup customer support to my customers
Recommendations to others considering the product:
Simple and easy
Best for IT or IT service companies
What do you like best about the product?
Freshservice is an all in one solutions, support, knowledge data base, problems, contacts, projects and much more.
What do you dislike about the product?
Didnt have a Full integration with Freshdesk and does have an integration with Freshsales.
What problems is the product solving and how is that benefiting you?
All the operation of our IT service companie
Recommendations to others considering the product:
Please make a full integration for freshsales and Freshdesk
Great ITSM tool easy to use
What do you like best about the product?
Good good software. IT is very easy to configure and to use.
The Fresh support in very responsive and cooperative.
the implementation is very quick and easy.
The Fresh support in very responsive and cooperative.
the implementation is very quick and easy.
What do you dislike about the product?
I dislike the software management module. It is not possible to delete/remove the software from the list.
What problems is the product solving and how is that benefiting you?
IT agents and end user can find solutions provided by IT department as a self service and in next few months Freshservice will be the new internal portal of our company.
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.
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