Freshservice
Freshworks Inc.External reviews
1,280 reviews
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Best service and support ever!
What do you like best about the product?
The functionality of Freshservice and the super fast support from team
What do you dislike about the product?
Everything is perfect there is nothing to dislike :)
What problems is the product solving and how is that benefiting you?
Service Requests, Incidents, Change Managements
Recommendations to others considering the product:
Very fast support
Perfect functionality
Very simple to setup
Perfect functionality
Very simple to setup
An amazing IT Service Desk Experience
What do you like best about the product?
I like that I have one place for my Helpdesk Emails, Assets, Requesters, Contracts/POs. Previously having a helpdesk email and ticketing system seperate is horrible with keeping up on ticket creation. Now all my tickets are created and tracked automatically.
What do you dislike about the product?
I don't really have anything I dislike exactly. I wish i had more customization for the self service portal, but its because we are at a lower tier of subscription.
What problems is the product solving and how is that benefiting you?
I'm solving being a great IT Service Desk and providing a great face for IT to the business. The benefits I realized are the ease of use and how easy it has made my job with one easy to use tool.
Recommendations to others considering the product:
Try out the demo and you will fall in love. I really have found the product to be amazing and the new integrations coming out all the time make it that much better.
Fresh Service
What do you like best about the product?
I like the range of filtering options available for viewing tickets, which are very powerful. I also like the integrations supported, including SSO with Google and Jamf Pro for asset management.
What do you dislike about the product?
It's hard to maintain multiple conversations in a single thread - for example a conversation with an end user about a broken device, and a separate but related conversation with the vendor about a replacement - since the reply button forces the reply goes to the person who logged the ticket. While you can use the forward button, this doesn't maintain a consistent track of the email chain, so replies, etc. get cut out and the conversation can be disjointed.
What problems is the product solving and how is that benefiting you?
We use Fresh Service for tickets and change management primarily and will soon begin using it for asset management.
Easy to setup, Easy to use, Easy to Tailor
What do you like best about the product?
One of the best parts of Freshservice is how fast it was able to be set up and ready to use,
We went from testing to going live in less than a week with 0 issues
We went from testing to going live in less than a week with 0 issues
What do you dislike about the product?
The only gripe i have is that there are a few things locked down to even account admins,
For instance we cant remove the Department field from the INC form fields.
For instance we cant remove the Department field from the INC form fields.
What problems is the product solving and how is that benefiting you?
the biggest benefit, at least to how we work, is the automaters, this allows us to remove unnecessary steps, for instance we can make certain service requests go to specific people, or incidents with certain keywords go to someone who is good at that specific thing.
Well Fresh Service Seems pretty Quick and Fast and that saves lot of time while multi tasking
What do you like best about the product?
The Interface seems pretty good and Clear and Precise
What do you dislike about the product?
The Filters which only detect the tickets logged 6 months back if you do not select 1 anytime in the filters , old issues are left out, which is a big let down , by default the filter should pick the time period as anytime
What problems is the product solving and how is that benefiting you?
We are in the process of Implementing ITIL Framework through Freshservice
Best of Freshservice
What do you like best about the product?
The best ever user friendly application i have ever used for the asset management database.
What do you dislike about the product?
Dislike..... Is that if any transaction is completed on asset (Hardware & Software) the system should throw an email to the User or the IT team. This will help to have an future search record.
What problems is the product solving and how is that benefiting you?
We use Freshservice for Asset Management (Software & Hardware).
Due to the user friendly interface of the application it has been so easy to maintain the Inventory.
Due to the user friendly interface of the application it has been so easy to maintain the Inventory.
A great online tool with a lot of potential.
What do you like best about the product?
The company can have all the requested tasks in one place, and you can make reports of them. Also, they have a tool that make easier having information available for anyone called ¨Knowledge Base¨.
What do you dislike about the product?
There needs to be a way to make reports from the projects (individuals or in group) that are made in the platform. More tools to measure the projects and all the information in the platform, like weekly and monthly reports.
What problems is the product solving and how is that benefiting you?
Having all the requested tasks in, form of tickets, in one place.
Recommendations to others considering the product:
If you want all your information in one place or you don't want to have a lot of mails with the same requests, this is your solution.
Better than Good
What do you like best about the product?
Easy for admin even to manage.. quick backed support.. dashboard etc.
What do you dislike about the product?
if a multiple agent in different group.. machine learning should be there to decide whether will be suitable group to auto assign.
What problems is the product solving and how is that benefiting you?
this is being used at xceedance as a ticketing tool across all IT backend team.
Excellent Dashboard and Ticketing System
What do you like best about the product?
I like the clean look the best. It's not to busy looking, but all the pertinent info is there.
What do you dislike about the product?
I dislike the fact that you can't apply a "Dark Theme". It would be nice to have a dark theme for working at night. Easier on the eyes.
What problems is the product solving and how is that benefiting you?
Users sometimes don't know where to go with their problems and questions. We can point everyone ion the company to one central place, (Freshdesk) and get the questions answered and problems solved.
Recommendations to others considering the product:
Easy to setup. Always available. Easy to use.
IT Specialist
What do you like best about the product?
Report Creation and database maintainance
What do you dislike about the product?
Small IT Break Fix which should not go through help desl
What problems is the product solving and how is that benefiting you?
Automation
Recommendations to others considering the product:
NA
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