Freshservice
Freshworks Inc.External reviews
1,281 reviews
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Good navigation light weight experiences
What do you like best about the product?
I like how the integration is laid out.
What do you dislike about the product?
Works best in Chrome but not a real big issue
What problems is the product solving and how is that benefiting you?
Workflow automation is great. Automation
Recommendations to others considering the product:
If you want a light weight interface with automation capabilities I recommend Freshservice.
Easy to use
What do you like best about the product?
the experience with the client, and how easy it is to follow up and pay attention to the INC and SR
What do you dislike about the product?
I can not modify the platform, to my needs
What problems is the product solving and how is that benefiting you?
help desk, more able to solve the INC and SR
Recommendations to others considering the product:
Very complete tool, recommended
Great response and knowledge
What do you like best about the product?
The friendliness, response time and fucntionality. Automation is a huge bonus as well as full change log tracking and more.
What do you dislike about the product?
There are some forced feature designs that I don't always agree to, however all in all agreat product.
What problems is the product solving and how is that benefiting you?
Better reporting as well as being able to split incidents from service requests and manage assets accurately
Recommendations to others considering the product:
Expect what you pay for. Big cost, but great service and product.
Workflows make processes easier
What do you like best about the product?
The way that custom workflows can be easily built makes configuration of your processes a cinch.
What do you dislike about the product?
We are in the process of a trial period so haven't yet fully played with all of the features, but so far it seems good.
What problems is the product solving and how is that benefiting you?
This solves multiple problems for asset management and employee on-boarding.
Recommendations to others considering the product:
It works well with Freshdesk and allows support tickets raised by customers that have an internal focus to be appropriately routed.
New Customer Experience
What do you like best about the product?
FreshService is a solid tool that is getting the job done for my team. I am happy with the level of customer service and response from their techs. They have spent time and energy helping me customise my FreshService instance and it has taken me only 2 weeks from gaining access to being production ready. The automation, scenarios and templates have been easy to use and set up so it will improve the productivity of my team. I also like the general look of FreshService, it feels clean and modern.
What do you dislike about the product?
The level of customisation is not where I'd like it to be. It does require FreshService to step in and create apps for me to have what I need working. I appreciate the Feature Request forum for me to add my suggestions though. The Onboarding module is new and not very useful in that you have to onboard using the FreshService method. I am hoping this improves with time. I'd really like more ability to customise the analytics and dashboards, out of the box is not very extensive yet.
What problems is the product solving and how is that benefiting you?
I now have a customer portal that is client facing and this will be really useful for our business. Change control is also a really useful module to have as before we were not very mature in this process and this will move us forward and reduce risk.
Recommendations to others considering the product:
This is a tool that is good for small to medium-sized businesses. If it was more customisable I'd increase that to cover all demographics.
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.
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