Freshservice
Freshworks Inc.External reviews
1,280 reviews
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Excellent product
What do you like best about the product?
Product is clean, easy to use, ITIL compliant, customizable, and support is fantastic. Constant improvements to the platform as well. We weren't able to find that combination with any other vendor.
What do you dislike about the product?
Their forums could use a community manager so followed topics always get an official response. There are four ways to get reports in the platform and not all of them have all features--a pass update functionality on all dashboards is needed (for example, KPIs to the analytics platform). It's not a huge complaint though--worst case you can export all data out via API and do whatever you want yourself.
The project management component could use some attention--or focus on integration with Planner or something instead. Managing long-term tickets/development requests inside Freshservice isn't realistic as-is.
Survey customization would be nice.
These items are all small complaints though, outside the core focus of the product. No dislikes at all on the core feature-set.
The project management component could use some attention--or focus on integration with Planner or something instead. Managing long-term tickets/development requests inside Freshservice isn't realistic as-is.
Survey customization would be nice.
These items are all small complaints though, outside the core focus of the product. No dislikes at all on the core feature-set.
What problems is the product solving and how is that benefiting you?
Helpdesk systems are often either too simplistic and can't capture enough data or too complex and burdensome to use. Freshservice has an ideal balance and enough customization
Recommendations to others considering the product:
Focus on ease of use. If people don't like using helpdesk software your results will be poor.
Great ticketing system
What do you like best about the product?
I love the Scenarios and canned responses features. I use this for our IT support team to handle repetitive tickets or sending to the proper groups and teams we have within our instances. I enjoy this ticketing service masks your email and has it just reply as the ticketing service. I love the fact we can have our assets within Freshservice as well
What do you dislike about the product?
I dislike only one person can be assigned to a ticket and only one person gets credit although credit for a ticket doesn't matter within our company. I also wish there was a way for Agents to mark themselves as Out of office vs an admin having to make a workflow.
What problems is the product solving and how is that benefiting you?
We are solving internal users issues problems by having them email our Freshserivce ticketing service and we tally out the tickets and assign to the proper groups or respond to the inquiry. This is much better at tracking users issues vs them slacking you and its a way to keep track of the many different issues users may have.
Awesome
What do you like best about the product?
Ticketing system and Inventory checklist with notification.
What do you dislike about the product?
Still, not yet interaction with workplace and other app VNC
What problems is the product solving and how is that benefiting you?
First, the track recorded of the call ticket and with the report. the instragetion small app helps a lot it get a proper report of assets to report ad we can track the assets in Org.
Recommendations to others considering the product:
Yes, we are suggesting freshservies to some of you NGO partners.
Very Solid and Customizeable platform
What do you like best about the product?
Workflow automator capable of many tasks. Wide array of plugins. Intuitive interface. Intuitive and fairly powerful Analytics interface (skip the reporting tool for complicated stuff, go straight to the more powerful Analytics tool.) Highly customizable in both aesthetic and function. So much of the portal just works....which is huge. While I'm going to list a bunch of criticisms, that's because this portal is so tantalizingly close to being perfect that I'm listing *everything* I could possibly want.
What do you dislike about the product?
SLA's cannot be run against custom ticket-fields.
SLA's offer setting up multiple "business hours" policies, but those policies are necessarily tied to a group(s). Would be nice to be able to apply different business hour-policies according to conditions we define (say, we want tickets with the value "A" in a custom field to be supported 12-hours a day, but those with "B" in the custom field we want the 8-hour business hours to apply.
The Workflow Automator can conditionally set "Priority" field, but cannot set the "Impact" and "Urgency" fields the portal uses to determine the Priority via the Priority Matrix. That said, you can just build your own matrix using custom fields and do it that way...you just need to then disable the Default Priority Matrix.
SLA's offer setting up multiple "business hours" policies, but those policies are necessarily tied to a group(s). Would be nice to be able to apply different business hour-policies according to conditions we define (say, we want tickets with the value "A" in a custom field to be supported 12-hours a day, but those with "B" in the custom field we want the 8-hour business hours to apply.
The Workflow Automator can conditionally set "Priority" field, but cannot set the "Impact" and "Urgency" fields the portal uses to determine the Priority via the Priority Matrix. That said, you can just build your own matrix using custom fields and do it that way...you just need to then disable the Default Priority Matrix.
What problems is the product solving and how is that benefiting you?
inventory management, ticketing, ITSM
Recommendations to others considering the product:
This is the closest thing to the "perfect portal" I have come across.
We've had to compromise on a few minor things, but overall this has been the most capable portal I have used.
We've had to compromise on a few minor things, but overall this has been the most capable portal I have used.
Ease of use with powerful features
What do you like best about the product?
We appreciated the ease of use in primary implementation...and further implementation of modules as our expertise with the product has grown.
What do you dislike about the product?
For a full-featured product, the Project Management module leaves much to be desired. It is lightweight and not feature-rich as the other modules we currently use.
What problems is the product solving and how is that benefiting you?
We didn't have a Tech Support Portal prior to Fresh Service. Now, we have a fully featured support page with Solutions and Services along with incidence reporting. We feel this offers better self-help support and the ability to cooperate on tickets with requesters and agents.
Recommendations to others considering the product:
The Fresh Service team has been very helpful in answering questions and assisting with rolling out the product.
Great Product
What do you like best about the product?
Ease of use and dependability. The Software allows for a better experience overall to the general helpdesk and advanced helpdesk users.
What do you dislike about the product?
The Mobile app. It works when I use it but none of us in the office get notifications anymore from the app. We have all notification options turned on and uninstalled and reinstalled the app. We all have pixel 3 /pixel 3XL's and none of them work. This is not a turn down but its definitely nice when we would get updates.
What problems is the product solving and how is that benefiting you?
We're a non-profit MSP for other non-profits in our area and it helps us Daily with keeping up with tickets and information.
FreshService Made Our Life Easier
What do you like best about the product?
1) ITIL Best Practices
2) Effective management of Service Desk
3) Reporting has become so effective and easier
4) New Dashboard is awesome
2) Effective management of Service Desk
3) Reporting has become so effective and easier
4) New Dashboard is awesome
What do you dislike about the product?
1) Feature Addition Request Taking bit long time to complete
What problems is the product solving and how is that benefiting you?
Time Management
Customer Satisfaction
Communication Delays & Lags
SLA
Customer Satisfaction
Communication Delays & Lags
SLA
Recommendations to others considering the product:
Best Product / Value for money
A Fine Product - With Minimal Shortcomings
What do you like best about the product?
The ease of setup with FreshService is great.
What do you dislike about the product?
There can be lacking features at times, but there seems to be more and more things getting added all the time. If I'm ever lacking something, it's usually not for long.
What problems is the product solving and how is that benefiting you?
We use it as our primary ticketing system. All requests are now routed through this as well. The portal has allowed users to answer their own questions with our published solutions. And we now have better business continuity all around.
Recommendations to others considering the product:
Just got for it. If you're looking for something nearly as good as ZenDesk, but for less cost, this is your answer.
Great Customer Support
What do you like best about the product?
The time between submitting a support ticket and receiving a response was great. The tech confirmed the issue right away and completed the customization I was looking for within a very short timeframe.
I was really impressed
I was really impressed
What do you dislike about the product?
There are some great features with FreshService but some of them almost feel beta at times and need to be expanded upon.
Reporting I would say is the weakest part of FreshService. I wish there was more customizable reports and not have to be in a graph format
Reporting I would say is the weakest part of FreshService. I wish there was more customizable reports and not have to be in a graph format
What problems is the product solving and how is that benefiting you?
FreshService allows our firm an easily accessible tool for our employees to submit IT related issues to the IT dept. We have been able to report on how many tickets we receive on a monthly basis, track our inventory, share a knowledge base with the employees on how to fix common issues.
This has really improved efficiency of the IT dept and the employees of the firm as a whole
This has really improved efficiency of the IT dept and the employees of the firm as a whole
Freshservice, full with features, and easy to set up
What do you like best about the product?
What I like the most about freshservice is the multitude of features it contains and how quickly they add new features or improve existing features
What do you dislike about the product?
The worst support experience I've ever had. Went to their website because I needed assistance, and used the "live" chat feature which promised average reply of 5 minutes, I got a reply after a couple days on email which told me they will look at my case and respond -- 6 days later still haven't heard anything back from them. At the same time opened an email ticket, hasn't even been acknowledged.
What problems is the product solving and how is that benefiting you?
We are solving our companies IT ticket submission with freshservice, by using the freshdesk software provided by freshservice.
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