Freshservice
Freshworks Inc.External reviews
1,281 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Great Product!
What do you like best about the product?
The implementation of the product was fast and we received support the entire way.
The aftersales support is also amazing and we will receive a response within an hour easily.
The aftersales support is also amazing and we will receive a response within an hour easily.
What do you dislike about the product?
There's a couple of processes that need to be done in a certain way, which weren't obvious to me. So sometimes I'd have to contact support to find the right way to do things.
What problems is the product solving and how is that benefiting you?
We now have much better analytics of our service desk and a formal change management process.
We also find the asset management tool useful.
We also find the asset management tool useful.
Recommendations to others considering the product:
Get a trial and try the product out!
Best of breed solution with api support.
What do you like best about the product?
We have been using FreshService as our ticketing and asset system for the last 6 months, and it's the best we have seen in this area. We have used other products like Salesforce (Saas) and ManageEngine, which are good in their own right, but are a little bit clunky and overly complicated to set up. Getting a good workflow for our day to day needs was simple, and the data that we get from FreshService helps us to improve our services to our organisation.
What do you dislike about the product?
Some of the api's have a limited number of requests from standard levels, this is good as it forces you to write better integration code. But in those instances where you need to do an additional call per asset this quickly consumes the hourly limit, the limits are quite small if you have a lot of users/ computers.
One other area that is not so great is the integration between Active Directory for assets. In the system the last logged in user is recorded, but this is based on SamAccountName and not display or Given and Surnames, this means when dealing with users there is additional work to lookup the last know user. Not an issue if you use first and last names in your samaccountnames in active directory, the solution for us is to create a custom field and the populate this with the users name do that our helpdesk can see the last logged in user without going to active directory.
One other area that is not so great is the integration between Active Directory for assets. In the system the last logged in user is recorded, but this is based on SamAccountName and not display or Given and Surnames, this means when dealing with users there is additional work to lookup the last know user. Not an issue if you use first and last names in your samaccountnames in active directory, the solution for us is to create a custom field and the populate this with the users name do that our helpdesk can see the last logged in user without going to active directory.
What problems is the product solving and how is that benefiting you?
Using the support Portal we have increased our user engagement in our organisation, we also implemented an Improvement Request process which allows the creation of a different type of request other than an incident, these help us to improve our systems and services. The data that we get from the reports also show us where we should invest in our organisation, the problems that we are always solving and the systems that keep us busy. It helps management to decide which problems we need to tackle going forward.
Recommendations to others considering the product:
Look at how templating and the data points (reporting and custom views) can improve the workflows for your business/organisation.
Freshservice usage feedback
What do you like best about the product?
Process is simple and easy to adapt. Covers basics well.
What do you dislike about the product?
Few requester fields are fixed, can't be altered. we tried installing apps to delete but could not do it. Reports can be improved.
What problems is the product solving and how is that benefiting you?
Productivity tracking. Currently we are using the tool to login request from internal stakeholders and resolve.
Feedback after 1 year of use
What do you like best about the product?
The simplicity and ergonomics of Freshservice.
What do you dislike about the product?
The French translation of Freshservice is not complete.
What problems is the product solving and how is that benefiting you?
Freshservice allows me to implement ITIL processes while adapting them to my operations.
Best Ticketing system which will fit in for any type of organization
What do you like best about the product?
All features of FS, Customization of FF and work automate flow
What do you dislike about the product?
Delay in online support, Not all the time
What problems is the product solving and how is that benefiting you?
Yes
Recommendations to others considering the product:
I Recommend to use FS which will help your work to automate and record the issues.
The best and easier ITSM tool
What do you like best about the product?
Full of options, even in the affordable plans. Elegant design and ease of use.
What do you dislike about the product?
Well I can't say there is something I dislike with this software. I've been using it for four years now and never had an issue.
What problems is the product solving and how is that benefiting you?
I'm using Freshservice to track, resolve and keep updated the IT related issues in my organization (mostly of them, hardware related issues).
On the benefits side: we now offer a much better service, tracking the incidents and keep a better communication with our customers.
On the benefits side: we now offer a much better service, tracking the incidents and keep a better communication with our customers.
Recommendations to others considering the product:
Freshservice combine all you may need for a ITSM software plus an elegant design, very customizable.
Great and useable service
What do you like best about the product?
Asset tracking and its integration to ticketing
What do you dislike about the product?
Complex Backend management. It is sometimes complicated to do admin work if you are not familiar with the service.
What problems is the product solving and how is that benefiting you?
Ticket Management, asset tracking.
Recommendations to others considering the product:
Be sure to consult help pages and ask for help. There is lots of competent and accurate information available.
Easy to use ticket logging system
What do you like best about the product?
How automated the system is & how easy it makes your work when logging tickets becomes more efficient.
What do you dislike about the product?
The amount of emails the user's receive.
What problems is the product solving and how is that benefiting you?
Having moved from an outdated product, it has made us more efficient with logging tickets & saving us time when collecting user satisfaction.
Recommendations to others considering the product:
If you're for a efficient & easy to use software, this is the one!
Great product
What do you like best about the product?
I like the flexibility of the system and all the features all in one system. Constant updates and improvements and a staff that thinks your opinion matters.
What do you dislike about the product?
Asset and inventory management can get cumbersome at times to be able to adjust how you need it.
What problems is the product solving and how is that benefiting you?
Being able to break out incidents from service request and reporting from the system is great.
Recommendations to others considering the product:
See what you are using and focus on things that you want to improve. Don't stay in the same mindset well we were doing it this way.
Lots of features
What do you like best about the product?
Easy to use, the ticketing system is the best one we had so far before people had to log in to create tickets, now they just need to send an email and replies and communication from ticket can be done thru email, it has been great now that Staff puts tickets we can track how much work we actually have
What do you dislike about the product?
Inventory Management seems like it needs a bit of work, we had to do changes to be able to transfer from previous management, they have other options like Agent to add and track, but charge per extra devices
What problems is the product solving and how is that benefiting you?
We are able to track tickets better or to assign the ticket to specific Device to know if issues repeat
Recommendations to others considering the product:
If there are any issues Support is really fast to answer anything
showing 801 - 810