We primarily use Freshservice for ticketing, contract management, and asset management.
Freshservice
Freshworks Inc.External reviews
1,281 reviews
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Support is very prompt and responsive in resolving my questions.
What do you like best about the product?
Friendly and Integrate one for all service
What do you dislike about the product?
search item in different modules and too many alerts on the phone
What problems is the product solving and how is that benefiting you?
Everything IT in one place.
Freshservice is good ticket management tool but it requires some improvement.
What do you like best about the product?
It is cost effective and good for small organisation.
1. Easily customizable of requirement.
2. Automation can be done
3. Dashboard facility is good.
4. It is easy to integrate in organisation
1. Easily customizable of requirement.
2. Automation can be done
3. Dashboard facility is good.
4. It is easy to integrate in organisation
What do you dislike about the product?
As per my view, Freshservice does not provides long term data at a time.
1. Its customer support need to improve.
2. Sometimes, freshservice doesnot provide correct data, that need to improve.
1. Its customer support need to improve.
2. Sometimes, freshservice doesnot provide correct data, that need to improve.
What problems is the product solving and how is that benefiting you?
We can manage our Incident and IT tickets for review and compliance purpose
Enables organizations to simplify their IT operations
What is our primary use case?
What is most valuable?
The solution has been very helpful engineering insights into the client's environment. We have been able to manage calls and incidents very efficiently which provides us with a clear understanding of the system warranty and the actions that we might need to take in terms of insights. The system is very dynamic and prevents any kind of oversights which ensures that there is smooth contract management.
We can also easily uphold SLAs and deliver enhanced services without breaching any agreements.
What needs improvement?
I would suggest that Freshservice enhance its technical capabilities, particularly when it comes to ICT network discovery. This will make a significant improvement in their software and these features match SolarWinds. It would include discovering infrastructure elements like switches and wireless devices. This would consolidate functionalities and eliminate the need for additional software and streamline the management process, making Freshservice an all-encompassing solution for both technical and contractual aspects.
For how long have I used the solution?
I have been using Freshservice officially for almost 4 months due to a management contract. But my acquaintance with the software goes back over a year because my technical team has been using it on the recommendation of my technical manager.
What do I think about the stability of the solution?
The product is stable as it has not crashed.
What do I think about the scalability of the solution?
The scalability is really appreciated as it has helped us to onboard all our clients in a single platform and manage their cause by streamlining the invoicing processes. It is serving as a valuable tool for generating revenue. The scalability can be rated as a 9 out of 10 because it is always room for improvement.
How was the initial setup?
The initial setup was a very easy task. You just need to click around a few times and everything will fall into place. The UI is very friendly and it is not at all complicated with the preconfigured settings, making the setup more forward and requiring minimal input. It is a very easy and smooth process. The exact time frame of the deployment is not very sure but according to my technical manager, it does not take very long to set it up. After discussion, he proceeded with the setup in a day which was further configured and customised.
What's my experience with pricing, setup cost, and licensing?
The cost at the current timing is very reasonable but as the product gains popularity, I anticipate it might become expensive. Fortunately my customers have been offered a generous discount making it more affordable for me and satisfying both my needs and customers requirement.
What other advice do I have?
My advice is for users to clearly understand their requirements before making a purchase, as Freshservice has numerous features, and buying unnecessary ones can be akin to wanting a Ferrari when a regular car would suffice. It's essential to know what is truly needed, given the extensive offerings of Freshservice. As for my overall rating, I'd give it a nine out of ten.
Great service!
What do you like best about the product?
It helps me every day in organize my work process. The ticket system is easy and very customizable. I can automate a lot of things with it.
What do you dislike about the product?
It can be on expensive side for some people, but it definitely brings the value for its cost.
What problems is the product solving and how is that benefiting you?
We automate repetitive tasks and organize all the IT incidents.
Freshworks HELPS FOR ASSET MGMT & Ticketing System
What do you like best about the product?
EASE TO USE
NUMBER OF FEATURES
EASE OF IMPLEMENTATION
NUMBER OF FEATURES
EASE OF IMPLEMENTATION
What do you dislike about the product?
UI INTERFACE
REPORTING
INTEGRATION
SUPPORT
REPORTING
INTEGRATION
SUPPORT
What problems is the product solving and how is that benefiting you?
TICKETING , ASSET MANAGEMENT
Best Service Desk platform i have used
What do you like best about the product?
Freshservice has a great interface, simple admin section and very user friendly
What do you dislike about the product?
There is very little i can think of that i do not like about using Freshservice.
What problems is the product solving and how is that benefiting you?
It helps us efficiently manage day to day servide desk tasks, enables the IT team to share tasks and follow others they are interested in.
Great ITSM for our business
What do you like best about the product?
The implementaton team was a great help. FreshService was able to work within our processes and procedures flawlessly.
What do you dislike about the product?
Some of the abilities need to be upgraded but they are constantatly improving the product based on customer feedback.
What problems is the product solving and how is that benefiting you?
We are able to effectively and efficiently help our end users.
Easy and pleasant to use.
What do you like best about the product?
The clarity of the design. It is visually pleasent to navigate through tickets. It feels more like a social platform then ITSM. Color coding, activity, properties of the ticket and notes are all greatly distinguished on screen. Other ITSM products I encountered require from user some small amount of mental activity to review content. It might seem like minor inconvinience, but while working with some platform on a daily basis it just adds up during hours and days, leaving me with simple aversion to the tool. Freshservice is completely different on that. Of course, it is also the logic behind the design that makes it so good.
What do you dislike about the product?
Analytics part. It feels like something designed with other objectives in mind. Takes a lot to master and even then sometimes metrics seem to not follow logic applied. It requires checking the source data to understand what the metric and filtering is doing with the data.
What problems is the product solving and how is that benefiting you?
Managing and reviewing incidents. Filtering tickets, finding them, tagging for future reference, escalating, following activity of specific agents - all that is required in my role, Freshservice is greatly helping me.
Over the top Helpdesk solution
What do you like best about the product?
My favorite things about Freshservice includes: The EASY TO LEARN user interface, the ITIL compliances, the in depth ticketing system that is highly customizable and has a lot of automation. It automates repetitive tasks and workflows. I also enjoy the Asset management tools like hardware, software assets to make it easier to manage inventory and licensing. The easy scalability is a nice perk, as well.
It was extremely easy for us to migrate from Spiceworks to Fresh service. Our customers found a quicker response time from our customer service reps as well.
It was extremely easy for us to migrate from Spiceworks to Fresh service. Our customers found a quicker response time from our customer service reps as well.
What do you dislike about the product?
I would like the automation piece to include more processes. I believe its only limited to 6 or 8 steps. 16 would be ideal.
What problems is the product solving and how is that benefiting you?
Freshservice has addressed several crucial challenges for our state agency and has brought several significant benefits to our IT operations since we made the transition from Spiceworks:
Improved Efficiency: Freshservice's user-friendly interface has significantly improved the efficiency of our IT teams. The intuitive design makes it easier for our staff to navigate and use the software effectively, reducing the learning curve and allowing us to focus more on our core responsibilities.
Enhanced ITIL Compliance: Freshservice's adherence to ITIL best practices aligns well with our state agency's commitment to standardizing IT processes. This alignment has helped us ensure better service delivery and maintain a higher level of compliance with industry standards.
Streamlined Ticketing: The robust ticketing system in Freshservice has revolutionized the way we handle IT support requests. It enables us to create, manage, and track support tickets with ease, resulting in quicker issue resolution and better prioritization of tasks.
Automation for Efficiency: Freshservice's automation capabilities have been instrumental in reducing manual effort for repetitive tasks and workflows. This has allowed our IT teams to be more productive and allocate their time and skills more effectively.
Empowered Self-Service: The self-service portal in Freshservice empowers end-users within our state agency to find solutions to common IT issues independently. This has not only reduced the burden on our IT support staff but also improved overall user satisfaction.
Improved Efficiency: Freshservice's user-friendly interface has significantly improved the efficiency of our IT teams. The intuitive design makes it easier for our staff to navigate and use the software effectively, reducing the learning curve and allowing us to focus more on our core responsibilities.
Enhanced ITIL Compliance: Freshservice's adherence to ITIL best practices aligns well with our state agency's commitment to standardizing IT processes. This alignment has helped us ensure better service delivery and maintain a higher level of compliance with industry standards.
Streamlined Ticketing: The robust ticketing system in Freshservice has revolutionized the way we handle IT support requests. It enables us to create, manage, and track support tickets with ease, resulting in quicker issue resolution and better prioritization of tasks.
Automation for Efficiency: Freshservice's automation capabilities have been instrumental in reducing manual effort for repetitive tasks and workflows. This has allowed our IT teams to be more productive and allocate their time and skills more effectively.
Empowered Self-Service: The self-service portal in Freshservice empowers end-users within our state agency to find solutions to common IT issues independently. This has not only reduced the burden on our IT support staff but also improved overall user satisfaction.
FreshService Assists Me in Assisting My End Users
What do you like best about the product?
FreshService helps us to manage our workload, increase efficiency, document solutions and measure customer satisifaction, pretty much out of the box, with very little customization.
What do you dislike about the product?
Updates to a ticket by the customer will change the ticket status.
What problems is the product solving and how is that benefiting you?
With Freshservice we can now queue, assign and priortize requests for service from end users. We can collect and measure metrics and make improvements where needed. We have better communication with our end users and we can solicit feedback from our end users.
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