Freshservice
Freshworks Inc.External reviews
1,281 reviews
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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.
Really enjoyed it, but looking for more
What do you like best about the product?
The mobile app and notifications are great. Love getting the notifications straight to my phone.
What do you dislike about the product?
Wish they had more integrations with other programs.
What problems is the product solving and how is that benefiting you?
It started us off with our very first helpdesk system here. I have worked at a previous job where we used 5 different helpdesk softwares but none of them felt like they were enough until we landed here with fresh service.
We have been using them for 12 months now and have had few problems with their software. Together with this program the IT team is able to work together on problems and resolve the tickets.
We have been using them for 12 months now and have had few problems with their software. Together with this program the IT team is able to work together on problems and resolve the tickets.
Recommendations to others considering the product:
It is pretty good. We are moving to a different company because freshservice failed to produce even a knowledge base, or project based tickets.
Great system for managing a Service Desk and improving all the time!
What do you like best about the product?
The ability to track tickets (incidents and service requests), assets, problems and changes all in one place.
Additionally, the UI is mostly great and intuitive and the support staff at Freshservice are friendly and helpful.
The Workflow Automator is also fantastic as it allows you to modify and route tickets according to your own criteria.
Additionally, the UI is mostly great and intuitive and the support staff at Freshservice are friendly and helpful.
The Workflow Automator is also fantastic as it allows you to modify and route tickets according to your own criteria.
What do you dislike about the product?
There is some UI clunkiness, mainly in constructing search criteria however I'm sure these will be addressed soon. Their rolling release cycle and constant updates have ironed out many of my previous gripes. They seem to listen to requests for new features and UI tweaks.
What problems is the product solving and how is that benefiting you?
Freshservice allows us to manage all of our Service Desk tickets and Assets in one place and has really useful analytics and reports. Self-service for users is facilitied by the ability to write solution articles
It is an invaluable tool for our small team when managing our large user base and managing their expectations.
It is an invaluable tool for our small team when managing our large user base and managing their expectations.
Recommendations to others considering the product:
Freshservice is doing a lot of things right and is continually improving. It's our total solution for Service Desk management and integrates really well with other services and software.
Professional and easy to use
What do you like best about the product?
FreshService is easy to use and configure. The feedback from end users is brilliant, they really appreciate how it feels.
What do you dislike about the product?
There are a lot of "default" fields and functions which need to be removable.
What problems is the product solving and how is that benefiting you?
IT Service Management.
We have benefited from the agile working which FreshService provides.
We have benefited from the agile working which FreshService provides.
Recommendations to others considering the product:
Make sure you maintain a good working relationship with your account manager and customer success manager. They will do wonders for you.
Freshservice has been wonderful
What do you like best about the product?
Freshservice is easy to navigate and to use. We like how easy it is to customize it to fit our needs.
What do you dislike about the product?
We wish the reporting features were more robust. We have to export raw data into Excel to get the metrics we are looking for.
What problems is the product solving and how is that benefiting you?
We are able to prioritize our work more efficiently. With the SLA policies we can keep our tickets updated and/or resolved in a timely manner.
Good Value with Easy setup and Great Support
What do you like best about the product?
Easy to setup and get running, on the higher plans everything you need is included.
Self service portal is easy to work with and for users to navigate.
Agents like the product and it's a great step up from our old system
Self service portal is easy to work with and for users to navigate.
Agents like the product and it's a great step up from our old system
What do you dislike about the product?
Deletion of agents upsets the call stats.
Some configuration isn't possible though it seems easy to implement
Lack of good Gsuite integration
Some configuration isn't possible though it seems easy to implement
Lack of good Gsuite integration
What problems is the product solving and how is that benefiting you?
Good statistic production, this has been improving steadily over the last 2 years, with reporting and dashboards now producing easy to work with call stats automatically.
Recommendations to others considering the product:
check it does what you need out of the box, as feature requests take time.
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