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.
Easy out the box setup and great automatons
What do you like best about the product?
The simplicity and ease of the interface to deal with requests and incidents quickly and efficiently along with the simplicity to add automation without any development knowledge. The speed of support if assistance is required is second to non.
What do you dislike about the product?
Time-sheet reporting is lacking in areas and not having the ability to log time on every note of response impacts agents time and workflows. The ability is there to log time both billed and not but would be useful to have in the response section of the ticket as well ss the properties of the ticket.
What problems is the product solving and how is that benefiting you?
On-boarding automation, SLA reporting an general speed and clarity of issue/request ownership. Change and release management.
Top Ticketing System for IT
What do you like best about the product?
I love the ease of use and the myriad of options that we have to customize the experience for our end-user and technicians.
What do you dislike about the product?
The phone technical support leaves a lot to be desired. We usually have to wait on hold for a long period of time before speaking to someone in the event of an issue.
What problems is the product solving and how is that benefiting you?
Before using Freshservice we had so many avenues for end-users to submit problems. It caused so much confusion and problems fell through the cracks. Now we have a singular place where we can go to work on tickets and solve problems.
My experience so far with Freshservice is awesome.
What do you like best about the product?
The thing I like the most about Freshservice is that you don't have to configure anything in the console, everything is already pre-built you just have to enable the feature and use it.
What do you dislike about the product?
The asset tag printing is the one I dislike, but it's not a huge issue I have other ways to do it. But, if there is an option in the Freshservice itself it would be nice.
What problems is the product solving and how is that benefiting you?
Asset management is one of the huge problems that I have overcome with Freshservice.
Excellent system
What do you like best about the product?
Perfect for anyone who wants to apply the ITIL methodology.
What do you dislike about the product?
65/5000
I would like to be able to schedule sending standard system reports.
I would like to be able to schedule sending standard system reports.
What problems is the product solving and how is that benefiting you?
SLA Control and Survey satisfaction.
Freshservice for ICT Support: fast, smart and reliable
What do you like best about the product?
I think that the best thing of Freshservice is the graphical interface and theme, all of you need for resolve and monitor tickets is on 1 or 2 windows, we can manage easy a lot of tickets per agent
What do you dislike about the product?
I think that searching form could be improvable, not always find everythings about tickets and should search first requester or other keywords
What problems is the product solving and how is that benefiting you?
We solve the main problem of internal IT support, we route all IT support request through Freshservice Portal that now could be accessible also from outside our headquarter and branch offices
Ticket Management
What do you like best about the product?
The whole process of ticket management, starting with how easy it is for a customers to interact with our information and technology department via the system when seeking for resolutions to their requests.
What do you dislike about the product?
I realized that I have no rights of access to some simple configurations like changing the signature for system generated mails and reports. I had to contact the Freshdesk support team to do it for me.
What problems is the product solving and how is that benefiting you?
Keeping track of user problems, asset management and appropriate reporting concerning our services to customers
Recommendations to others considering the product:
This is a good system especially in asset and ticket management.
Make IT ticketing easier.
What do you like best about the product?
It helps our requestors and agents in having a single platform from reporting issues or service request to managing and having an on-hand solution via the service portal. It made our IT ticketing easier, effective, and modern.
It addresses our goal in reducing the reporting and response time on any issues or service request.
It addresses our goal in reducing the reporting and response time on any issues or service request.
What do you dislike about the product?
The feature that we dislike from FreshService is the management of software inventory. Not able to delete/remove the software from the list is over reason.
What problems is the product solving and how is that benefiting you?
Both the requestor and agents (IT personnel) in using the FreshService resulted in the faster reporting and response time to IT problems and service request. The system also helped us to meet our goals in reducing the use of paper for our IT service management record keeping.
Recommendations to others considering the product:
Try FreshService first to see what plan is ideal for your company.
Review of Fresh Service
What do you like best about the product?
I enjoy the simplicity of the interface. I also like that they are making updates to improve the product. It isn't a static product and suggestion can lead to improvements.
What do you dislike about the product?
I think there could be a bit more robust reporting tool build in, but it is a minor complaint.
What problems is the product solving and how is that benefiting you?
Freshservice helps me track my companies support tickets. This helps us figure out trouble areas and we can make adjustment to how we do things so that we can improve our support of our customers.
Recommendations to others considering the product:
If you are looking for a clean and easy to use interface to mentions your incidents and for simply reporting I don't think you can get much better. It is a nice robust ticketing system without be overly cumbersome and complicated to use.
Support Ticket Review
What do you like best about the product?
How fast the Freshservice support team responds to my ticket requests and how nice and helpful they are in responding, Also, how their responses come to my email so I can immediately see their response without having to check on your support portal.
What do you dislike about the product?
Have not used Freshservice enough to have any dislikes yet.
What problems is the product solving and how is that benefiting you?
Setting up my company's account so need advise on setting up.
Providing Corporate IT services across our companies
What do you like best about the product?
I like the ability to change to the MSP portal and have multiple SSO connections for each of the companies in our organization.
What do you dislike about the product?
The software management does not take into account cloud services.
We cannot manually add software to a user which makes us unable to fully view all of the software a user has assigned to them. For example, salesforce licenses don't have an install so they don't show up for a user.
We cannot manually add software to a user which makes us unable to fully view all of the software a user has assigned to them. For example, salesforce licenses don't have an install so they don't show up for a user.
What problems is the product solving and how is that benefiting you?
We are solving the problem of silo'd information. This service is allowing us to combine incidents (help desk), asset management, and software management.
We have also started using problems, changes, and releases to track changes to systems.
We have also started using problems, changes, and releases to track changes to systems.
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