Freshservice
Freshworks Inc.External reviews
1,274 reviews
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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.
Freshservice has an excellent user front end, very flexible and great for managing our service desk.
What do you like best about the product?
Usability for general staff and students, especially with the availibiliity with an application on mobile devices. Cloud availabilty so not reliant with on-premise hardware.
Constant feature and quality of life updates.
Constant feature and quality of life updates.
What do you dislike about the product?
Reporting can be a little inflexible for our needs. This could be down to our initial installation as it was done in house.
Pricing has never been looked at since we adopted Freshservice, it does not seem to reward loyalty as we were quite an early adopter to the product.
Pricing has never been looked at since we adopted Freshservice, it does not seem to reward loyalty as we were quite an early adopter to the product.
What problems is the product solving and how is that benefiting you?
We put every first line technical job through Freshsrvice and analyse data to see where problems lie.
Recommendations to others considering the product:
Spend some time designing the flow of your service desk. There are hundreds of features that will save you time, money and improve customer service but these need to be well thought out and planned.
Easy to use helpdesk platform
What do you like best about the product?
- Easy to raise tickets to various departments, either via email or Freshservice Portal
- Intuitive interface which allow users to browse popular solutions and services to minimise the amount of tickets
- Requesters are always informed about the status of their request (via email and Portal) as well as who handles the request
- Single sign-on allows logging in to the Portal, hassle free
- Integration with various other tools like Slack
- Intuitive interface which allow users to browse popular solutions and services to minimise the amount of tickets
- Requesters are always informed about the status of their request (via email and Portal) as well as who handles the request
- Single sign-on allows logging in to the Portal, hassle free
- Integration with various other tools like Slack
What do you dislike about the product?
As a Freshservice user, there is nothing I dislike from this product.
What problems is the product solving and how is that benefiting you?
Allow requests to be handled promptly without falling through the cracks
Ownership and accountability of requests
Ownership and accountability of requests
Very efficient and friendly tool
What do you like best about the product?
It's Itil compliant and completely customizable, than you could implement all it's necessary and useful to your necessities without configuring unuseful things!
What do you dislike about the product?
It could be cheaper on buying more agents!
What problems is the product solving and how is that benefiting you?
It's a very powerful IT Service Delivery tool, so I'm able to do more with less resources. I'm scaling my business through this tool make it more profitable and efficient.
The Fresh adds a lot to our daily life
What do you like best about the product?
From the ease of reports and Dashboards, generating speed in the information of our daily life, practicality in managing the team.
What do you dislike about the product?
Not clearly showing the SLA to the end user, creating new tickets in response to an email that is the root ticket, apart from projects, still needs improvements.
What problems is the product solving and how is that benefiting you?
All Incidents are measured by Fresh, thus we effectively control our operational Availability by showing numbers and the time the business is operational.
Recommendations to others considering the product:
Easy, simple, and straightforward to use ITIL methodologies.
Simple and responsive interface
What do you like best about the product?
The freshservice app is very impressive.
What do you dislike about the product?
Would prefer the report options to be more user-friendly.
What problems is the product solving and how is that benefiting you?
Our users are now engaging more with logging IT support tickets because of FreshService and are using the solutions section to resolve common faults without constantly contacting IT support.
Recommendations to others considering the product:
Trial it with a few members of staff and you will find it is very good at engaging users to log IT tickets when they would usually just come and disturb you instead while you are busy with other users.
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