Freshservice
Freshworks Inc.External reviews
1,281 reviews
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The best ticket system for SMEs on the market
What do you like best about the product?
The most intuitive system I have ever had the pleasure of using. The system is remarkably customizable, and you do not need a system administrator or expert to configure the customizations. It is so intuitive that any person with minimal experience on the system can figure out how to configure it to your company's needs. We have a team of 8 support engineers and they all took to the system very enthusiastically. The user interface is superb, and the company has been in the market for so long that they have literally thought of everything. If you have a unique business case, like we did, it is most probable that they have already encountered it and have an out of the box solutions. My experience with their developers was phenomenal.
What do you dislike about the product?
The system is slightly more expensive than its nearest competitor. Which makes selling it to managers a little more difficult. But, the expense is justified. With the competitors in its market, a dedicated onsite developer is required, and installment and deployment time is 3-4 times longer. While FreshService is so easy to use, that any user or administrator can configure or change any settings, functions, workflows or processes with absolutely minimal effort. And, if you do require more assistance, 24x7x365 support is readily available and the support cost included in the monthly fee.
What problems is the product solving and how is that benefiting you?
We are a multiple service provider for large networking and connectivity giants. Freshservice is our service desk system to route and resolve incidents.
Recommendations to others considering the product:
I have become a FreshService evangelist in a very short time. So, I recommend this service to everyone!
Great complete IT solution
What do you like best about the product?
We like the integrality of the solution. You can assign a ticket to a product or a person without problem. The options of having the app in the cell phone allows you to easily have the information of a product by scanning the bar code, if the equipment is registered in the database.
The initial configuration work is a bit long, but it helps you improve your internal management processes.
The initial configuration work is a bit long, but it helps you improve your internal management processes.
What do you dislike about the product?
If the equipment is not previously created in the product catalog, as soon as you register a new asset, you must return to the product catalog.
What problems is the product solving and how is that benefiting you?
Clear management of incidents and queries on products
Freshservice Awakening
What do you like best about the product?
It's hard to narrow this down. The GUI, the ease of customization, the customer service. Everything has been like a breath of "fresh" air since moving over from Service-now. I can't say enough good things about this platform.
What do you dislike about the product?
I have found responses from support chat to be slow, but when directly submitting tickets the response has been incredibly fast and resolutions come very quickly, often in the same hour as submission.
What problems is the product solving and how is that benefiting you?
Zero down time with Freshservice. Customers have a very user friendly portal, and the employee onboarding/offboarding tool has been a game changer for user creation ticket SLAs.
Recommendations to others considering the product:
Use their ticketing system instead of the support chat for quicker service.
It's been a good experience
What do you like best about the product?
The way customizing has been made simple
What do you dislike about the product?
Some default items cannot be customized, like asset state
What problems is the product solving and how is that benefiting you?
Our helpdesk services and asset management
Very good
What do you like best about the product?
I appreciate the easiness of usage, the quick deploy and engagement of users and agent . it does not need a big effort in terms of training . i have experienced the system in two different company .
What do you dislike about the product?
Really nothing , what i suggest is to improve a knowledgebase system , in order to add internal or external documentation . In an another work experience i had to place side by side also jira
What problems is the product solving and how is that benefiting you?
a unique entry point for service desk , all tickets are under control , we have improve our reputation versus our user/customers .
Recommendations to others considering the product:
I think is the easiest service desk ticketing service
Freshservice - easy to use, highly customizable, robust ui, and friendly support
What do you like best about the product?
The most helpful aspect of using Freshservice is the possibility to customize it to fit my specific business needs and workflows
What do you dislike about the product?
The navigation icons are a bit tricky to get used to at first, but overtime you learn what each one does and stands for
What problems is the product solving and how is that benefiting you?
We are implementing a brand new ITIL helpdesk solution tool to fill the void where there wasn't one. No more taking tickets via notepad!
Recommendations to others considering the product:
If you're looking for an affordable and flexible ITIL helpdesk tool then why not give Freshservice a try? Compared to others it's more affordable and customizable and has a lot of features that work out of the box too.
Great tool but it feels like a "In Progress" experience
What do you like best about the product?
The user interface, friendly graphics and customization and the mobile apps. The third party apps integration is a "winner" feature. If fresh by itself can't or don't have a "native" integration, you can search for an app and maybe that would do the trick! It's nice to see software willing to share their functionalities with another companies, that tell you a lot of the philosophy and vision of the company. Always willing to give more to the community and work with others, that is a very strong point for them.
What do you dislike about the product?
It constantly feels like a "Tool in progress", I've encounter a lot of flaws and restrains, I think they could add more "customize" tools and not to "force" the user to work like they think is the best way to do it. Every company is different and they try to standardize the whole process and operation.
What problems is the product solving and how is that benefiting you?
So far, tracking tickets, problems, changes and assets. Also, the integration with other tools/software.
Recommendations to others considering the product:
Like any ITSM software, the most important thing to do with them is extracting data and personalization, try and test both.
Freshservice has been fantastic!
What do you like best about the product?
There are so many things about Freshservice that I enjoy: ticket organization and classification, inventory access with details about devices, customizable service requests, so many reporting options, feedback system for user input. Really, this list could go on and on. Suffice it to say that Freshservice has many tools ready for you to utilize. Having app integration can really extend functionality as well.
What do you dislike about the product?
Sometimes new features release in beta, such as software inventory management, and are very limited in features. Perhaps more time in development for new features would be best so that, when released as betas, users can get a fuller sense of what the new feature will be like.
What problems is the product solving and how is that benefiting you?
Since we can link assets with incident tickets we can quickly identify machines that may be having critical problems. Having one resource for inventory helps us to know what is on hand at all times, with specifics about the machines that would be difficult to manage in something like Excel. There are also nice tools for collaboration between agents in our department. This allows our team to put our heads together in order to resolve some of the trickier issues that come our way.
Recommendations to others considering the product:
Consider what you're using now not only as a ticket/help-desk service...but also inventory management and what other applications you're using. Freshservice has proven to be a one-stop destination for a multitude of features that allows for management in one system. Freshservice has made things simpler for our IT department.
Very good but room for some improvement
What do you like best about the product?
Freshservice allows us to keep track of internal issues incredibly well. It is a simple interface and has reasonable functionality. Overall, I would consider this to be a solid application.
What do you dislike about the product?
I wish there was a little more intelligence behind what freshservice did to attach a particular reply to a particular ticket. Whenever we get an email from an outside ticketing system, if they alter the subject line, then freshservice creates a brand new ticket. We would like to at the very least be able to add special cases to freshservices logic in attaching tickets
What problems is the product solving and how is that benefiting you?
Again, I harken back to keeping track of internal issues. It is incredibly difficult to keep track of all the little things that need to get done and if we have a methodology of keeping track of those issues, it allows us to keep tabs on progress and verify that things aren't falling by the wayside
Recommendations to others considering the product:
How smart do you need your ticketing system to be? If it needs to do highly complex ticket routing, I probably wouldn't go with FS. But FS is easy-to-use and reasonably powerful for what you get. Its not perfect, but it certainly gets the job done effectively 90% of the time
Very helpful and useful tool
What do you like best about the product?
Ticketing seamlessly integrates with everything, including the portal and Knowledge Base.
What do you dislike about the product?
So far not found anything that would be considered bad, I had an issue integrating Single Sign On but I think that was the thirdparty solution causing issues.
What problems is the product solving and how is that benefiting you?
Helpdesk and ticket tracking.
I have been able to integrate ticketing and solutions together.
I have been able to integrate ticketing and solutions together.
Recommendations to others considering the product:
If you want to have a Service Desk and CRM system together that grows in features as your business does FreshService is for you.
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