Freshservice
Freshworks Inc.External reviews
1,274 reviews
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Online ticket/solution system
What do you like best about the product?
Solution page is very useful as it enables us to put on known issues/problems and workarounds on there. It saves us from having to search up problems as it would already been documented.
Ticket priority enables certain ticket to be allocated higher or lower priority depending on the issues.
It shows activity across the ticket system so we can see what is going on e.g. list of overdue tickets.
Ticket priority enables certain ticket to be allocated higher or lower priority depending on the issues.
It shows activity across the ticket system so we can see what is going on e.g. list of overdue tickets.
What do you dislike about the product?
Not being able to set two agents to one ticket as sometimes there may be more than one person working on a ticket (e.g. project)
What problems is the product solving and how is that benefiting you?
It enables to track and log any issues to ensure that we are on top of it. The solution page means that useful information can be shared with colleagues.
Recommendations to others considering the product:
Since it is online based, this enables people who need to work from home being able to access the ticket system.
Good Experience so far
What do you like best about the product?
I like the general ease of use, especially when linking tickets and merging. Also the android mobile application is easy to use. I had an issue with tickets not opening, spoke to the support team and this was rectified within 15 minutes.
What do you dislike about the product?
The lack of an out of office function, would be very useful if this was implemented
What problems is the product solving and how is that benefiting you?
quicker to resolve tickets due to ease of use
Recommendations to others considering the product:
Excellent system and support
Good Software, Easy Software
What do you like best about the product?
Fresh service allows us to quickly assign tickets and resolve issues. We have worked with "higher" end helpdesk software and this outperforms them all.
What do you dislike about the product?
Branding changes often and comes with broken landing pages.
What problems is the product solving and how is that benefiting you?
We were able to capture our helpdesk back and bring trust to our customers through happy or sad reviews.
Easy to use, logical work flows
What do you like best about the product?
Information of each ticket can be easily accessed and/or addeded or edited.
What do you dislike about the product?
Nothing specific. Had no issues with it so far.
What problems is the product solving and how is that benefiting you?
Mostly incident tickets or change requests.
Easy to see who is currently viewing the ticket or has assigned it to certain users/teams.
Easy to see who is currently viewing the ticket or has assigned it to certain users/teams.
Excellect customer support tool
What do you like best about the product?
1. Scenario Automation: This feature is supper handy and an amazing time booster when it comes to updating ticket properties for tickets that are similar in nature.
2. Canned Responses: This feature also works extremely great for reoccurring tickets. Its saves Agents a ton of time and allows us to respond to our Clients very quicky, thus improving the quality of our service.
3. Bulk Actions: Again, just another great time-saving tool implemented by Freshservice.
4. One of the great features of Freshservice that I personally have a liking for is the Arcade mode. It really creates a friendly competitive workspace with my colleagues and me and has also led our Management team to provide monthly incentives to agents who top the leaderboards. I'm sure something like this would boost work morale in any IT environment.
2. Canned Responses: This feature also works extremely great for reoccurring tickets. Its saves Agents a ton of time and allows us to respond to our Clients very quicky, thus improving the quality of our service.
3. Bulk Actions: Again, just another great time-saving tool implemented by Freshservice.
4. One of the great features of Freshservice that I personally have a liking for is the Arcade mode. It really creates a friendly competitive workspace with my colleagues and me and has also led our Management team to provide monthly incentives to agents who top the leaderboards. I'm sure something like this would boost work morale in any IT environment.
What do you dislike about the product?
Team huddle should be private between the invited participants of the chat. Members who have not been @ in a chat should not be able to access the Team huddle on that ticket. They could, however, initiate a separate conversation and invite any member of the team, which will also remain exclusive to only those invited participants.
What problems is the product solving and how is that benefiting you?
Users often submitted very vague tickets whenever they encountered a problem. Their tickets would lack the information my team needed to evaluate and resolve their problems quickly. Freshservice helped me optimize and streamline to data that is submitted by users so that my support team provides even better service.
Recommendations to others considering the product:
My advice is that there is probably not a better solution out there than Freshservice at the moment. One of the great features of Freshservice that I personally have a liking for is the Arcade mode. It really creates a friendly competitive workspace with my colleagues and me and has also led our Management team to provide monthly incentives to agents who top the leaderboards. I'm sure something like this would boost work morale in any IT environment.
Very nice ticketing tools
What do you like best about the product?
Ease of use, integrated tools
What do you dislike about the product?
The French translation, limited home screen customization
What problems is the product solving and how is that benefiting you?
The advantage is to process our requests and incidents more quickly thanks to the ease of the application.
Seamless management of tickets
What do you like best about the product?
In comparison to our old system I like how HTML emails are displayed within tickets which is useful when users send over screenshots. Additionally the AzureAD integration is really useful seeing as we're using Office 365!
What do you dislike about the product?
It takes a lot for me to dislike a product and so far I've not found anything I dislike.
What problems is the product solving and how is that benefiting you?
The clean UI had made it easier for me to manage my workload and keep track of my tickets.
A tool that is essential for every IT department
What do you like best about the product?
It has improved the productivity of IT department, by tracking and following up every issues by our agent through portal result in excellent customer service to the other internal departments in the organization. it created an healthy competition between the agent to be on top of reports by month end, Help desk at glance report that we can present to the management and reveal our work loads
What do you dislike about the product?
Pricing- service offered on basic package is limited comparing to other competitive package. eg: mullti email channel is not available on basic package while competitive product' basic package has same functionality
What problems is the product solving and how is that benefiting you?
Day to Day IT Technical support issues - Our Management is aware what IT departments are doing by simply looking at the report
Recommendations to others considering the product:
Please have a hotline number for support
The best features of Freshservice
What do you like best about the product?
What I like about freshservice is the life cycles in all its modules, such as incidents, changes, releases.
This helps a lot since it is very associated with ITIL and helps a lot.
On the other hand, the part of the CMBD is very complete and very easy to fill, whether through the agent or an importer.
It really is very friendly and very efficient.
The way to categorize and times in the help desk is very good and easy to customize
This helps a lot since it is very associated with ITIL and helps a lot.
On the other hand, the part of the CMBD is very complete and very easy to fill, whether through the agent or an importer.
It really is very friendly and very efficient.
The way to categorize and times in the help desk is very good and easy to customize
What do you dislike about the product?
There is really nothing that I dislike, the only thing I could say that I would like is that the translations to other languages are more accurate and on the other hand the power to edit some things that are as default.
I did not like it that at the beginning there was not so much information, but now this does not happen anymore.
I did not like it that at the beginning there was not so much information, but now this does not happen anymore.
What problems is the product solving and how is that benefiting you?
I am adapting the tool to my processes and that can be a great advantage since my operation will be more efficient, it is not a problem but I am adapanto the cliclo of life.
Having everything aligned to ITIL helps and you can use it in an ISO certification process.
Having everything aligned to ITIL helps and you can use it in an ISO certification process.
Recommendations to others considering the product:
It is very friendly, the implementation is very simple and according to the use one learns more in the tool.
Very good ITSM tool.
What do you like best about the product?
Freshservice offers may useful and well designed functionalities, is easy to use, offers high level of setup (while being simple to do), is fast, and efficient. The user portal is also clear and can be used without training.
What do you dislike about the product?
Some lists (of tickets, of contracts, …) are almost "fixed", with no or few possibilities to customize.
No possibility to create reports on contracts.
No possibility to create reports on contracts.
What problems is the product solving and how is that benefiting you?
Freshservice is very useful to consolidate and keep track on requests and tickets, as well as to facilitate the communication with users. Automations help a lot to avoid human tasks with no add-value. Collaboration and communication has improved in the team.
Recommendations to others considering the product:
Take your time to setup it correctly.
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