Freshservice
Freshworks Inc.External reviews
1,280 reviews
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Freshservice was the IT Service Desk solution we didn't know we needed.
What do you like best about the product?
Freshservice moved us into this century with our Help Desk ticketing system. Not only did it move us past our old, broken way of doing things, it provided us with features and solutions that we didn't even know we needed. It has increased our efficiency way beyond what we anticipated. It makes issues and their solutions so much easier to find, and pass on to the client seamlessly.
What do you dislike about the product?
Occasionally the disconnect that happens from the client when assigning the ticket to an agent/technician creates confusion as the client replies to us, but it goes to the technician...or the technician replies to us (as they get it in an email, but in fact we don't receive it back in an obvious way since we are no longer assigned the ticket and Freshervice just puts it as part of the conversation in the existing ticket that we no longer see unless we go looking for it or 'watch' it. It's a minor issue.
What problems is the product solving and how is that benefiting you?
Our technicians communication with the client has increased in clarity and expediency by a large magnitude. Our ability to track and fix issues has also increased exponentially. The easy Solutions area makes communicating a much speedier proposition, and time is saved to move on to new issues or tasks. It has organized our process to an amazing degree.
Recommendations to others considering the product:
Try it. You'll like it. Like any new software, there is a learning curve, but it's very small compared to other, similar software. Well worth the investment. It has been a game-changer for us.
very user friendly, while keeping all the necessary requirements for professional needs
What do you like best about the product?
Ticket response and categorization is very good, easy to see SLA's and to work to due dates.
What do you dislike about the product?
Not a lot, if i'm honest. sometimes changing the status doesn't work straight away, it saves but then refreshes and reverts back, but this happens very little.
What problems is the product solving and how is that benefiting you?
Freshservice has majorly helped my IT dept. I can easily see what tasks are coming up and it has a decnet historical view for repoting
Recommendations to others considering the product:
Definitely give it a go, resonablr priced
FreshService at a hypergrowth company
What do you like best about the product?
We're growing so quickly and onboarding so many new Sales Professionals every month that having direct contact with our IT team is important, as things will and do go wrong from time to time. Having direct access to our team and the tools/updates that help me in my day-to-day enable me to be as productive as possible.
What do you dislike about the product?
There is a learning curve to understand what we're capable of doing within FreshService, and the desktop application version of the app frequently has connectivity issues (although logging on through the web portal always seems to be easy for me).
What problems is the product solving and how is that benefiting you?
The problem is that without it we're left "blind" when we're having IT/Security issues - FreshService allows us to reach the proper parties and communication channels without me ever having to know if I'm reaching out to the right person or not, it handles that for me. I'm more productive because of it.
Streamlined ticketing with easily managed visibility and tracking
What do you like best about the product?
Customization is VERY intuitive. Dashboard is very telling as well
What do you dislike about the product?
Search function is clunky. Often have a hard time finding tickets based off of key words.
What problems is the product solving and how is that benefiting you?
Remote IT support for a shipping terminal.
Also, asset management.
Also, asset management.
Freshservice provides some good tooling for ouhr IT Service Management organisation
What do you like best about the product?
The fact that i can change all of the code. so i can persionalize the front-end portal like i want
What do you dislike about the product?
I want some more demo video's. and i would like to get some concepts on how other company's have Freshservice intergrated
What problems is the product solving and how is that benefiting you?
Freshservices is ouhr tooling for the IT Service Management (ITSM) organisation
Great Service
What do you like best about the product?
Has all the pieces we need, tickets, asset tracking, service requests -- evaluated many products and arrived at Freshservice as the winner. Have contact support once to ask a question so far and they responded very quickly
What do you dislike about the product?
Pricing for managed assets is a little on the high side
What problems is the product solving and how is that benefiting you?
Internal IT Helpdesk
A simple, elegant and powerful support ticket management and knowledge base system
What do you like best about the product?
Freshservice offers easy form creation, simple and elegant user interface and great integration with GSuite. Implementation and onboarding of our employees was quick and painless. Their customer support is also excellent and highly responsive. The documentation is extensive.
What do you dislike about the product?
Would like to be able to customize the user login screen a bit more.
What problems is the product solving and how is that benefiting you?
We use it for managing all of our internal tickets and requests for multiple departments. No longer are requests getting lost in email inboxes.
Recommendations to others considering the product:
It was great dealing with their sales. No pressure, but they were definitely there to ensure success.
fresh service become bridge in-between IT service and the business departments
What do you like best about the product?
Ticketing creation and the approval design, which helps specially in "Business department services" , it's easy to forward for the approval immediately when ever user raises the business service request. Also it helps the business department manager to approve or reject via dedicated links in the mail itself.
What do you dislike about the product?
Primary details not capturing when we link the ticket with change or problem. I feel at-least the requester ID should be captured when we are linking with any ticket to any other change or problem and if allows to modify, then the IT rep can able to change if needed.
What problems is the product solving and how is that benefiting you?
business department users requesting via the portal, from any-ware and anytime the users and IT representatives can communicate each other. getting the notifications and alerts to make notifications. helps to breakdown the service request to child tickets and serve better and fast by sharing work.
Freshservice Makes it Easy
What do you like best about the product?
The one aspect of Freshservice that we value the most is the end user experience. Our end users like the ease of use and how we are able to give them feedback on the work we do resolving their issues.
What do you dislike about the product?
There is now much that we don't like. We continue to utilize Freshservice more each month.
What problems is the product solving and how is that benefiting you?
Using Freshservice has enabled us to better support the multiple organizations that we support. With Freshservice we can do this in one platform.
Recommendations to others considering the product:
We liked the clean interface. Very simple for our end users.
Awesome
What do you like best about the product?
Organized and reliable, it has a great reporting
What do you dislike about the product?
Lack of themes, I will like to be able to make more changes
What problems is the product solving and how is that benefiting you?
Change management
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