Freshservice
Freshworks Inc.External reviews
1,281 reviews
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Room for growth, but always growing
What do you like best about the product?
The visual simplicity makes it easy to recommend to many different kinds of organizations, but especially ones in which agents aren't always going to be specifically trained IT professionals.
What do you dislike about the product?
Some of the features are a bit simple, especially for the price. In particular, the project management side of the package needs work. Thankfully, I've been told that this is being worked on.
What problems is the product solving and how is that benefiting you?
Being able to track long-term issues or tickets that may take over a month to complete has been a tangible benefit.
"An astounding IT Service Desk Experience"
What do you like best about the product?
It's extremely valuable for some sorts of things. What we principally use it for would be for ticketing the board. In such manner it's awesome in light of the fact that you can channel by client, requester, specialists, divisions, date, and so on which enables you to have the option to effectively realize which tickets should be done at what time and who is submitting them. I truly appreciate the convenience for the item as new individuals who join the organization can get on to utilizing this administration in all respects rapidly also
What do you dislike about the product?
There is some UI awkwardness, for the most part in building look criteria anyway I'm certain these will be tended to soon. Their moving discharge cycle and steady updates have resolved a large number of my past problem. They appear to tune in to demands for new highlights and UI changes.
What problems is the product solving and how is that benefiting you?
We were searching for an open, available approach to keep up perceivability and following of activities, administration demands, and inconvenience tickets. This stage has addressed those necessities flawlessly. We're likewise ready to monitor our gear through the stock administration bit of the product. It enables us to monitor where resources are, which client is in control of what resources, and monitor the significant programming introduced on every benefit. It has helped us picture which PCs need redesign or substitution due to outdated working frameworks.
Recommendations to others considering the product:
Attempt it. You'll like it. Like any new programming, there is an expectation to absorb information, yet it's extremely little contrasted with other, comparative programming. Certainly justified regardless of the speculation. It has been a distinct advantage for us
Simple Service Desk
What do you like best about the product?
Realy simple to implement, works out of the box, Single Sign On with Azure AD was realy easy to implement
What do you dislike about the product?
Was not possible to test a special plan with the test version
What problems is the product solving and how is that benefiting you?
We use Freshservice as internal service desk solution
Good service for daily use
What do you like best about the product?
Its ease of use, and that it helps us formalize the company's tickets
What do you dislike about the product?
Nothing in particular, maybe that I don't have a spell checker.
What problems is the product solving and how is that benefiting you?
Agility in the daily work of the department.
Recommendations to others considering the product:
I would just like to have a spell checker when writing an email, thanks.
Stable system with many features and not too complex to learn
What do you like best about the product?
We use this service from before it was called that. The free version has always been enough for our small business, but we have had the opportunity to propose it to a large company successfully. The system is stable and allows you to settings many features and personalizations with small training.
What do you dislike about the product?
For the moment the system works perfectly for our needs
What problems is the product solving and how is that benefiting you?
We use this system to track and manage all tickets and resolution times. The advantage is the great tracking without loss of all communications.
Recommendations to others considering the product:
For the moment no recommendations...
Delivery of high quality services.
What do you like best about the product?
It fascinates me because you can maintain an excellent database for all the activities in progress and solve problems with simple searches. The portal and its navigation are easy to use; In addition, if you ever need help or have a question, the support team is available immediately. Another important fact that makes this program fantastic is that you can create your own forms, indicate the anticipated delivery and specify the costs.
What do you dislike about the product?
Freshservice does not have such a wide integration library, basically it is not a bigger problem but I would like to improve this element. In addition, adding more reports would be good since the available reports are very restrictive. I would only complain about this pair of things, the rest is an effective program.
What problems is the product solving and how is that benefiting you?
In DockYard Inc we have been able to create workflows and customized scenarios for very different support teams with this excellent program, besides that the automation options and the general flexibility of the product are also very positive characteristics that bring us benefits.
Recommendations to others considering the product:
I recommend it because it stands out in problem management, change management and launch management; I think it is important that the information that is entered in the system can help to make decisions, solve problems and monitor the return on investment. It is also very suitable users they want to access information such as tips, configuration standards and verify the status of their own tickets.
Very easy to use tool with a ton of information
What do you like best about the product?
Easy to navigate tickets and assign each one to the specified team member of each department.
What do you dislike about the product?
I would really like an automated refresh of tickets so that I don't have to manually do it.
What problems is the product solving and how is that benefiting you?
Main issues that pop up are nice to be able to re-reference at a later date, especially for newer technicians who have never dealt with that problem. It saves time for us as the new technician asks less questions since he can find the solution himself through Freshservice.
Recommendations to others considering the product:
It is a great tool to use when navigating tickets, projects, and inventory management. A must have tool in my opinion for any IT professional.
Great Software! Great Team! Out of the world support!
What do you like best about the product?
The overall experience is awesome! and the software really help us to have our job done!!!! The support is out-of-the-world, all my questions have been answered same day!!!! I strongly recommend it
What do you dislike about the product?
- Is a little bit slow - when creating users, product catalog, etc. the need to go back to list to add a new register..make the process tedious
What problems is the product solving and how is that benefiting you?
Business Service Request, now is auditable and transparent! We can unlock bottle-necks and speed up processes to server better internal customers.
Recommendations to others considering the product:
Do it!
Awesome service
What do you like best about the product?
I love that the software is so easy to use and whenever help is needed I get fast and simple responses from the team that help me greatly, we evaluated several different solutions and this was the best overall no question and it was the best choice for out company
What do you dislike about the product?
There are a lot of ticket views by default, wish I could delete some of those
What problems is the product solving and how is that benefiting you?
Much easier communication with end users and that they think it is super simple and laid out
Love the solutions page have saved us a lot of time when it's simple stuff they can do
Love the solutions page have saved us a lot of time when it's simple stuff they can do
Recommendations to others considering the product:
Have some templates created for companies who are not good at coding and can't customise pages quite like they want it to
Give them options to choose from
Give them options to choose from
Great product!
What do you like best about the product?
The versatility of Freshservice is what I like best about it, its customizable to your needs and easy to configure.
What do you dislike about the product?
My only complaint would be that it is hard to find somethings from time to time, but fresh solutions and customer support are great and help me through whatever I need.
What problems is the product solving and how is that benefiting you?
Asset management and a help desk ticketing system were the big focus for us and Freshservice has made the process so much smoother. As stated before the ability to customize the ticketing system and have items auto assign to groups or agents is great.
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