Freshservice
Freshworks Inc.External reviews
1,280 reviews
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External reviews are not included in the AWS star rating for the product.
Great experience
What do you like best about the product?
Easy to set up and use, excellent customer service. Improvements always being made to provide new features. Analytics make it easy to view performance at a glance.
What do you dislike about the product?
Some of the reports take some time to work out, in order to get the right information but this comes with practise.
What problems is the product solving and how is that benefiting you?
We can have a customer facing IT Service Desk portal that is clear and easy to use, customisable and gives the users access to a knowledge base as well as logging service desk tickets
Recommendations to others considering the product:
Have a clear idea of what you require to start with, including how you are tracking assets, software and user accounts. Have a clear idea of your form design before you get started to save time. The second implementation I did was much easier because I had everything planned out in advance, I didn't try to take what we had from a different supplier and make it fit.
It is a very effective performance measurement tool and more over it is a very user friendly tool.
What do you like best about the product?
The best thing i like about the freshservice is the support from the customer support. They are timely response to the query, always solve the problem in given time line.
What do you dislike about the product?
The Dislike about the freshservice tool is sometimes it could not sync with cloud server on time and also the main thing the customisation is not available according to us.
What problems is the product solving and how is that benefiting you?
We are basically using the freshservice for end user, so for us it is now much more reliable to resolve there issues in a timeline and also enhance the productivity of agent.
My FreshService Experience
What do you like best about the product?
FreshService is a very advanced ticketing tool with advanced features like the ability to sync AWS accounts, Pagerduty accounts etc... Also the new improved workflow automator is amazing and lets you automate many things such as change creation etc.. . To summarize my experience with freshservice so far for the past two years has been very good and I'm definitely planning on continuing the service for the years to come.
What do you dislike about the product?
Nothing So far. Everything seems perfect.
What problems is the product solving and how is that benefiting you?
Freshservice comes in very handy during audit times and also is easy to sync with AWS accounts.
Simple and easy to use
What do you like best about the product?
Professional and intrusive user interface for both administrators & agents / customers to use. There is a bunch of automation that allows for easier management of the service desk.
What do you dislike about the product?
So far I have yet to stumble on anything significant that I dislike about Freshservice.
What problems is the product solving and how is that benefiting you?
N/A
Recommendations to others considering the product:
Just go for it
Able to tailor fresh service to what we need
What do you like best about the product?
Fresh service allowed our company to move of off emails.
What do you dislike about the product?
every now and then i run into something that freshservice is missing. like maybe a live chat feature for agents.
What problems is the product solving and how is that benefiting you?
added visibility for the user and IT management to keep track of re-occurring emails
Beautiful for admin and end user
What do you like best about the product?
Ux is great from both the admin and end user portal. Integration with gsuite makes this makes this a game changer vs our previous product.
What do you dislike about the product?
Service catalog fields should be connected to incident form fields. Having to build lists multiple times is frustrating.
What problems is the product solving and how is that benefiting you?
Self service portal and being able to provide a clear concise message to our end users.
Start-up ITSM Tools that provide good user experience
What do you like best about the product?
Simple, User-friendly, Evolutive, Visual & good support.
What do you dislike about the product?
Product is still young and some options / fonctionalty need to be improved / created.
What problems is the product solving and how is that benefiting you?
Support & End-user self service centralisation
Recommendations to others considering the product:
Good quality/price SD Tools & really easy to use by end-users
"Freshservice: The IT Service Desk Solution Feature-rich and intuitive."
What do you like best about the product?
Adaptable to your business. Straightforward information section boards for the clients. Simple to monitor tickets with perspectives so you can see only your tickets, or your gatherings tickets. Acceleration process that is worked in works incredible for getting endorsements for spend ahead of time. Has streamlined our endeavors immensely. Having Freshservice as our helpdesk and stock framework has been a major improvement and simple to use by our IT staff and the end clients themselves.
What do you dislike about the product?
I discover we regularly use applications inside Fresh Service in novel ways and whenever furnished with more tips(quick recordings), it could truly enable our inward group to utilize new support of its maximum capacity.
What problems is the product solving and how is that benefiting you?
Freshservice takes care of the issue of distinguishing where in the process my group is stuck in an unfortunate situation tickets. My group can arrange and compare with clients in a simple and helpful way. Our client support team correspondence with the customer has expanded in lucidity and practicality by a substantial size additionally our capacity to track and fix issues has likewise expanded exponentially.
Recommendations to others considering the product:
The product keeps us sorted out in our IT bolster rolls and causes us meet our destinations. The announcing is helpful for detailing measurements to upper administration.
Very organized way of tracking our work flow
What do you like best about the product?
I like the sla features. They are customizable for each category we use in our business. The timer keeps us accountable to our customers.
What do you dislike about the product?
The search feature isn't the best. We have put in a request to help fix the issue and fresh service has already said they are working to make that better.
What problems is the product solving and how is that benefiting you?
We are keeping tasks organized and holding each person accountable for what they have to complete.
Recommendations to others considering the product:
I would recommend fresh service but i would also suggest someone in IT who can help set up all of the customizable features.
Rapid deployment and fully featured
What do you like best about the product?
Good software doesn't need a manual. This is actually the case with Freshservice. Especially if you compare it to other IT Servicedesk solutions.
Especially the speed and ease of implementing is remarkeable.
The service desk of Fresh is also very responsive and cooperative.
Especially the speed and ease of implementing is remarkeable.
The service desk of Fresh is also very responsive and cooperative.
What do you dislike about the product?
So far nothing to dislike. I am still discovering reporting. Potentially a few more standard reports on assets (e.g. on operating system) may be useful
What problems is the product solving and how is that benefiting you?
We are mostly using is for following up internal ICT tickets.
We will be expanding it further:
- Smaller projects that are closely related to incoming tickets
- Following end user tickets in relation to project go lives
- Asset management
We will be expanding it further:
- Smaller projects that are closely related to incoming tickets
- Following end user tickets in relation to project go lives
- Asset management
Recommendations to others considering the product:
The solutions is highly recomendable for organisations that start from zero. You can start easy and gradually build up.
Other organisation with more mature support processes should first consider simplifying their existing processes before going to Fresh (which is an advice indepdendent of going to Fresh or not ;-)
Other organisation with more mature support processes should first consider simplifying their existing processes before going to Fresh (which is an advice indepdendent of going to Fresh or not ;-)
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