Freshservice
Freshworks Inc.External reviews
1,281 reviews
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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.
Works efficiently and very reliable
What do you like best about the product?
It really easy to use and one who is not with a technical background can easily use it without any effort. Ticket Status assigns to the agent is also very reliable.
What do you dislike about the product?
I really haven't found any yet. but sometimes I don't like the dashboard page. This is my personal opinion because sometimes I find a bit difficult to find links on the dashboard
What problems is the product solving and how is that benefiting you?
We are solving the problem of tracking issues and this is really good to have past records backup so that one can revisit ticket and get the whole idea of conversation, Alos we are able to track time.
Easy and complete
What do you like best about the product?
Easy to use and very customizable. It has multiple services, from helpdesk, to change management and asset inventory.
What do you dislike about the product?
Should give more flexibility to admin to deal with databases
What problems is the product solving and how is that benefiting you?
Helpdesk, change management and inventory management. Easy to link inventory and helpdesk to change management
Feature packed help desk manager with
What do you like best about the product?
It allows us to have a very manageable overview of all our tickets and the editable view is perfect for each agent to modify what and how they see the tickets.
What do you dislike about the product?
The bulk edit for tickets could be a bit more robust as I would like to be able to edit every aspect of a ticket in bulk (Like time)
What problems is the product solving and how is that benefiting you?
Proper delegation and allows us to communicate with our users better than ever while also keeping track of responses.
The ticket system has allowed us to handle tickets faster and keep track of information regarding those tickets better.
The ticket system has allowed us to handle tickets faster and keep track of information regarding those tickets better.
Recommendations to others considering the product:
Don't hesitate to bring your questions to their support team as they are always happy to help.
Easy Peasy Ticket Squeezee
What do you like best about the product?
My favorite feature would have to be the automation tools for when we receive tickets. If it contains this, then it does that, if it is from this person then it is marked high priority, etc
What do you dislike about the product?
I dislike simply "thank you" responses re-open resolved tickets, making it have
What problems is the product solving and how is that benefiting you?
My teams SLA has skyrocketed and taken charge of specific issues that they are proud to resolve.
Recommendations to others considering the product:
Definitely give it a try. You may learn to love it for many more reasons than you were originally thinking.
Great product with an intuitive interface
What do you like best about the product?
Our organization has been using Freshservice for more than 2 years now and we are entirely satisfied. Particularly with the new workflow
What do you dislike about the product?
We are using the equipment check out and check in (or equipment reservation) and it's missing some features. Like, it would be great to get a reminder or set the due time to the return date...
What problems is the product solving and how is that benefiting you?
It made out helpdesk more efficient. We spend less time trying to figure out the ticket flow and more time on other aspects of our work.
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