Freshservice
Freshworks Inc.External reviews
1,280 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Nice and refreshing
What do you like best about the product?
The speed of the product is very good and the layout is very intuitive and easy to follow.
What do you dislike about the product?
The Workflow Automator. An element (condition) in the workflow cannot be removed. The whole workflow needs to be deleted and recreated from scratch which is very time consuming.
What problems is the product solving and how is that benefiting you?
Speed of resolving issues for customers (staff). A lot of time saved using this easy to work with product.
Recommendations to others considering the product:
Give it a go, you won't be disappointed.
Easy to manage
What do you like best about the product?
Pretty simple to understand. I've been using it for a day only and the trial give me a great feeling about the solution.
What do you dislike about the product?
The only thing I dislike for the moment, is the fact that I won't have everything the solution has to offer if I choose to got with a lower subscription. Wich is totaly understandable. Not mad about it.
What problems is the product solving and how is that benefiting you?
We are going to fix internal technical problem. Only concerning the information system and all the tools we are developping for our entreprise.
Recommendations to others considering the product:
Try it first to see if this suit your need's.
Has made a huge difference in our department's productivity
What do you like best about the product?
Easy to use and easy to train users on. Also, lots of features!
What do you dislike about the product?
Sometime there are too many option to customize. I think some customers may want a simpler system.
What problems is the product solving and how is that benefiting you?
Ticket priority and management SLA's. Also, we have historical data that we can report on. Reduced customer frustration and increased visibility into daily work.
FreshService is one of the Best Purchasing Decisions I Have Made in My Career!
What do you like best about the product?
The tool itself is amazing. The thoughtful design, alignment with ITIL principles, and the flexibility to use it to meet our specific and unique business requirements is only matched by the friendly, competent and always available implementation team and help desk!
What do you dislike about the product?
I haven't seen anything yet that I would change.
What problems is the product solving and how is that benefiting you?
Replaced an old client/server helpdesk with FreshService initially to provide better service for our mobile users, but have found that the friendly interface has been very welcomed by our end users who now are happy to use the helpdesk rather than send an email or stop us in the hall. We will be adding our Building Maintenance helpdesk to Freshservice soon saving lots of money and making a one-stop helpdesk for our users.
Recommendations to others considering the product:
Understand your organizations services and requirements before you start to build.
FreshService is the complete help desk Software
What do you like best about the product?
The workflow automator, the supervisor rules
What do you dislike about the product?
The impossibility gir manager to see their approved services
What problems is the product solving and how is that benefiting you?
Organization of IT helpdesk and services tracking
Fresh Service is Flexible
What do you like best about the product?
We are a small support department and Freshservice is a flexible tool and scalable so that we can build in functionality as we go along.
What do you dislike about the product?
I dislike that there is not a desktop application.
What problems is the product solving and how is that benefiting you?
I was looking for a product that would help improve the efficiency of our Service Desk incident tracking. We are using FreshService to manage our IT Services Department help calls, and have only begun to realize it's potential.
Easy to use ITSM Suite
What do you like best about the product?
I adore that Freshservice enables me to keep my day beneficial telling me what issues are out there and posting the inportance of each. I additionally like the benefit program enabling me to monitor PCs and innovation in the field and when it was placed.The resources tracker gives me a decent sign of what is going to require overhauls dependent on time and working framework introduced. Additionally give my boss a harsh Idea where the greatest measure of assistance is required for charging purposes and let the IT group no where to concentrate. I like the separate of innovation things and the state they are in telling me what has been resigned so I know to watch out for different frameworks of a similar kind.
What do you dislike about the product?
I can do an account of occurrences on resources yet not as profound as I might want it to. It tends to be dealt with combinations and an up and coming BI arrangement however.
What problems is the product solving and how is that benefiting you?
We have sorted out a little group of IT individuals to deal with several clients over an extensive geographic territory. We are utilizing this framework to monitor substitution needs on a set premise so we have far less disappointments of frameworks.
Recommendations to others considering the product:
Do what needs to be done the program is straight forward and easy to utilize making your groups progressively effective. Likewise traacking of the majority of your innovation introduce dates and guarantee so you realize when to supplant things of age.
Very responsive
What do you like best about the product?
Fresh service personnel are very available and always eager to help and assist
What do you dislike about the product?
chat facility not always manned by staff
What problems is the product solving and how is that benefiting you?
Incident management, problem management, change management
Recommendations to others considering the product:
The application is worth using. Make sure to integrate with AAD and use Sing sign on
FreshService Post-Implementation
What do you like best about the product?
I really appreciate the inclusive design of the system. Having the ability to use one ITSM system for ticketing, change control, asset management, procurement and user life-cycle is a big win for us. It simplifies our workflow, eases reporting needs and standardizes the customer experience.
What do you dislike about the product?
I am not the biggest fan of some of the user interface navigation. If I filter a result set, and then drill down to item specifically, returning back to my filtered set is more cumbersome than I would prefer. I would like to be able to disable or modify some of the standard fields as well.
What problems is the product solving and how is that benefiting you?
We are always looking to delight our customers and provide the best customer service experience possible. Employing tools that enable our technicians and are intuitive for our customers are paramount in achieving this objective. We wanted self service, a robust service catalog, API extensibility in a unified platform, and FreshService has delivered that for us.
Recommendations to others considering the product:
Do your homework and identify what the needs of your organization are in advance. Prioritize which Fresh Modules are most critical to your success and iterate through them. Set achievable implementation milestones and employ an iterative plan.
Best ticketing system I've used
What do you like best about the product?
I like the ease in which you can reply to people and include others in responses. It's extremely easy to do any task you need to do within a ticket management system.
I love the Freshchat support, on the rare occasion we have an issue or query we get an immediate response.
The tickets and queues work really well, I love how user can just email the support address and it will automatically log a ticket. I've worked at many companies and used many ticketing systems and this one just does all of the little things the others don't.
I love the Freshchat support, on the rare occasion we have an issue or query we get an immediate response.
The tickets and queues work really well, I love how user can just email the support address and it will automatically log a ticket. I've worked at many companies and used many ticketing systems and this one just does all of the little things the others don't.
What do you dislike about the product?
I don't necessarily dislike it but I feel the asset management portion could do with a bit of a rehaul, and perhaps even have integration with something like SCCM implemented.
It's all a very manual process of assigning assets and it would be easier if you could just change the user it was assigned to and then it then records an audit log of this. Currently I manually have to go in, change the asset assignment, location, add a note to say what ticket it is related to, change the last audit date, last assigned date etc.
It's all a very manual process of assigning assets and it would be easier if you could just change the user it was assigned to and then it then records an audit log of this. Currently I manually have to go in, change the asset assignment, location, add a note to say what ticket it is related to, change the last audit date, last assigned date etc.
What problems is the product solving and how is that benefiting you?
Having a cloud based ticketing system has been amazing, users can log tickets from anywhere and access our service portal.
We also use the reporting tools within to identify trends and problems with our IT Infrastructure which has helped us improve our service.
We also use this as an asset management tool to track our devices, a definite upgrade from using an MS Access database.
We also use the reporting tools within to identify trends and problems with our IT Infrastructure which has helped us improve our service.
We also use this as an asset management tool to track our devices, a definite upgrade from using an MS Access database.
Recommendations to others considering the product:
If you're looking for a service desk tool for your organisation this is easily the best one. I've used Supportworks, Landesk, MindIT amongst others and this far exceeds them.
showing 891 - 900