We are using Freshservice for IT service management.
Freshservice
Freshworks Inc.External reviews
1,293 reviews
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Review of freshservice
What do you like best about the product?
they provide very good customre support.
What do you dislike about the product?
there is nothing major dislike about freshservice.
What problems is the product solving and how is that benefiting you?
when ever i face any issue releted to it, it will helpfull to raise a ticket on portal.
Review of freshservice.
What do you like best about the product?
it's ease to use there is a number of featuers.
What do you dislike about the product?
there is no major dislike about it, it's esay to use
What problems is the product solving and how is that benefiting you?
we raise a ticekt on freshervice and it's esay to highlite probleam and fresherservice help us on it.
Ticketing for the win
What do you like best about the product?
Easy to use, it is fast compared to other ITSM apps.
What do you dislike about the product?
There are uncustomizable features such as the service alerts and other reporting features.
What problems is the product solving and how is that benefiting you?
solving problems in collating all incidents tickets in one GO very efficient particularly in extrating reports.
Review | Freshservice
What do you like best about the product?
Easy to use, with so many useful features
What do you dislike about the product?
No major issue, quite easy to use with so many features
What problems is the product solving and how is that benefiting you?
Easy ticket handling
Review for freshservice
What do you like best about the product?
It is easy to use.
It has lot of feature.
It has lot of feature.
What do you dislike about the product?
There are no major dislike about this software.
What problems is the product solving and how is that benefiting you?
Ticket management is very easy with Freshservice.
Review for freshservice
What do you like best about the product?
it's quite easy to use,
it has so many features.
it has so many features.
What do you dislike about the product?
nothing to dislike about it,
no major issue found
no major issue found
What problems is the product solving and how is that benefiting you?
ticket management is very easy with freshservice.
It's easy to filter and search as an end user
What do you like best about the product?
It's Filter and Subdivisions. It's simplified dashboard.
What do you dislike about the product?
Glitch that happened once due to which the tickets were not loading
What problems is the product solving and how is that benefiting you?
It's an amazing tool for managing and handling tickets
Provide IT service management with workflow and change management process
What is our primary use case?
What is most valuable?
The workflow and the change management process are valuable.
What needs improvement?
Freshservice automation capabilities are improving the way we respond to a few customers. There is a bit of delay when we must respond to the customer.
For how long have I used the solution?
I have been using Freshservice for five to six years.
What do I think about the stability of the solution?
The product is stable. I rate it a nine out of ten.
What do I think about the scalability of the solution?
500-1000 users are using this solution. I rate the solution's scalability a nine out of ten.
How are customer service and support?
Support is quite good.
How was the initial setup?
The initial setup is easy and takes two months to complete. I rate it a ten out of ten.
What was our ROI?
We have achieved ROI in 12 months.
What's my experience with pricing, setup cost, and licensing?
The solution's pricing is reasonable.
What other advice do I have?
There are different tiers or plans for product selection, so we can simply choose from a list of suitable products. This way, we avoid bundling features we do not necessarily need and do not have to pay for features we will not use.
Freshservice is feasible to implement. A third-party consultant is not necessarily required. The customer service is also quite intuitive and easy to set up. Upon onboarding, the team's productivity increases within three months.
Overall, I rate the solution a nine out of ten.
Great solution and excellent customer support!
What do you like best about the product?
Easy to setup, easy to use and well documented.
Excellent customer support!
Excellent customer support!
What do you dislike about the product?
Advanced analytics and SLA management are not available for Starter subscription.
What problems is the product solving and how is that benefiting you?
Working for a small, fast-growing company, the IT team needed a better way to work together more effectively on incident response.
Freshservice is the perfect tool for the job.
Freshservice is the perfect tool for the job.
Tons of features for a reasonable cost
What do you like best about the product?
We moved to FreshServiced in 2019 and have been happy with our choice. I manage the IT department of a 200 person professional service firm. I have a background in the MSP space and liked the features in competing products like ConnectWise, but that was far too expensive for a small, internal IT team. We looked at several other solutions and were most impressed by FreshService because it was easy to setup and get started. We use it for helpdesk tickets, IT knowledge base (we have a user facing knowledge base and also a second one that's just for the IT department), and tracking harware assets.
One of the best things about FreshService is that it's incredibly flexible and we can modify and customize it easily without needing to be able to write code. There are also easy automations we've been able to setup for onbarding and offboarding users, setting up computers in a consistent fashion, etc.
We've also been impressed by how many new features get added to FreshService. The product has had a lot of improvements and added features over the five years we've used it (and most of them were added into our existing license so we didn't need to purchase new or higher level pricing). They also keep adding third party integrations to the product. Some of those are free, some might require buying add-ins from FreshService or other vendors. But overall, I feel like this is a product that is constantly evolving and adding new features, so I don't feel like I'm "stuck" with the same product I bought five years ago. My team and I use it everyday and it's become an indispensable tool for us.
We havent needed help from suport that often, but we've found their support to be good.
One of the best things about FreshService is that it's incredibly flexible and we can modify and customize it easily without needing to be able to write code. There are also easy automations we've been able to setup for onbarding and offboarding users, setting up computers in a consistent fashion, etc.
We've also been impressed by how many new features get added to FreshService. The product has had a lot of improvements and added features over the five years we've used it (and most of them were added into our existing license so we didn't need to purchase new or higher level pricing). They also keep adding third party integrations to the product. Some of those are free, some might require buying add-ins from FreshService or other vendors. But overall, I feel like this is a product that is constantly evolving and adding new features, so I don't feel like I'm "stuck" with the same product I bought five years ago. My team and I use it everyday and it's become an indispensable tool for us.
We havent needed help from suport that often, but we've found their support to be good.
What do you dislike about the product?
In general, we're very satisified. Sometimes, some of the online documentation seems like it mght be a bit out of date, but, I think that also might be because the product changes quickly and sometimes the documentation doesn't seem to keep up. But I can generally find the online help I need, but it might require a bit of digging.
What problems is the product solving and how is that benefiting you?
We've been able to track our help desk much more efficiently. It's helped us improve our respnse times and the consistency of our service delivery. It also has been very valuable for tracking physical hardware assets and helping us build and easy to use user facing Knowledge Base that shows users solutions for isuses they might have. This is really useful for issues that occur outside of business hours and oftnen it helps users solve their own issues.
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