Freshservice
Freshworks Inc.External reviews
1,287 reviews
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Very useful tool for IT operations management
What do you like best about the product?
It's very useful for many sorts of things. The thing that we primarily use it for would be for ticketing management. In this regard it's very good because you can filter by user, requester, agents, departments, date, etc which allows you to be able to efficiently know which tickets need to be done at what time and who is submitting them. I really enjoy the ease of use for the product as new people who join the company is able to catch on to using this service very quickly as well.
What do you dislike about the product?
I would say that sometimes there are issues when it comes to connectors. Currently, we have a connector set up with Salesforce which is not working properly. We reached out to the support and they stated that the connector for Salesforce is currently not working so they are working on getting that resolved. Since salesforce is a large part of our team it does make things more difficult without the connector.
What problems is the product solving and how is that benefiting you?
We use Freshservice for many things. To name a few: ticket management, asset tracking, reporting, change management. We use it primarily for our IT operations team as our foundational platform, and then have other applications such as Jira and Salesforce that are synced with Freshservice.
Recommendations to others considering the product:
Use it if you need all of the components, such as ticket services, asset tracking, etc and not just for one component, as they all tie in very well together.
Great service
What do you like best about the product?
I like the ease of use, and ability to navigate the system. Also, the UX is pleasing to the eye, which is helpful when you're using it constantly.
What do you dislike about the product?
The search function can be a little lack luster at times
What problems is the product solving and how is that benefiting you?
Keeping up with updates for cleints
Freshservice is an online IT Service Management solution
What do you like best about the product?
FreshService agent is very easy to install and set up. Every time a new employee enrolls in our company we install it on their computer in a matter of minutes. We use it as an asset management software, but of course it does not breaches any of our personal data.
What do you dislike about the product?
One of the major cons of this tool is that it may be harder to customise if you are planning to have it set up on a big company. For that, though, there is an enterprise solution that could fit any purpose but comes with an added price to pay.
What problems is the product solving and how is that benefiting you?
We use it for the sake of asset management.
Easy IT requests
What do you like best about the product?
Ease of use for creating tickets for IT assistance
What do you dislike about the product?
You are not always notified when someone replies to your ticket
What problems is the product solving and how is that benefiting you?
Not utilizing an IT person for minor issues. Creating a ticket for help at anytime.
Excellent ticket system
What do you like best about the product?
It is a very intuitive Helpdesk tool. It is very easy to interact with this tool, to have an order in each one of the tickets and to be able to solve and receive information from the clients quickly, in order to solve any problem.
What do you dislike about the product?
The only thing I think they need to add is to integrate their ticket system with other apps.
What problems is the product solving and how is that benefiting you?
It has helped to serve customers more quickly, to manage incidents in the system and to offer better support.
Recommendations to others considering the product:
I recommend that you use this ticket system to any company that needs to manage errors, doubts and quickly respond to their customers.
Great experience. Service perfect
What do you like best about the product?
excellent experience. fast and precise response, straight to the problem reported without the need for further information from the customer
What do you dislike about the product?
nothing. all was perfect from the start to the end of the ticket.
What problems is the product solving and how is that benefiting you?
I was looking for info for deleted item in my ainventory
Recommendations to others considering the product:
I think this can be a good tool for helpdesk office
Great application, great support
What do you like best about the product?
We've been able to upload our entire asset list and manage it with ease. We've been working and managing our service tickets within Freshservice within the past 8 months and it couldn't have gone smoother.
What do you dislike about the product?
We had issues downloading asset lists with okta where the link that was being emailed to us needed to be changed in order to download the csv.
What problems is the product solving and how is that benefiting you?
We've been able to manage our incidents faster and collaborate with members of our IT team with ease.
Fresh Service Support
What do you like best about the product?
I LOVE that these guys are always so kind, quick, and respectful when they help me with my ticket submitals. What an amazing group of people!
What do you dislike about the product?
To be honest, I really can't say anything here. I have had nothing but excellent service from this team and I always look forward to my interaction(s) with them.
What problems is the product solving and how is that benefiting you?
We solve issues on daily basis by using the Freshservice platform! The benefit from this software is vast! I absolutely love using this software and its
Freshservice review
What do you like best about the product?
I like responsiveness of the staff and helpfulness of the tehnicians regarding interest in purchasing their software. Prices are also comeptitive and most likely out of 3 other our company will be purchasing their software (still in competition with one other and tied for the "best" in the segment of "IT ticketing solution")
What do you dislike about the product?
time unavailable / offline probabilty is not 0%
What problems is the product solving and how is that benefiting you?
IT ticketing - reporting issues from various platforems / OSes
Review Kevin Groben
What do you like best about the product?
I like it that tickets, assets and customers can be added and edited very easy and fast. The Self service portal is very intuitive too.
What do you dislike about the product?
I don't like that i can not login anymore as an agent into our helpdesk in our helpdesk webpage and I always have to use the agent portal. The second point is the Dashboard in Freshservice, wihich is almost useless at the Moment (I can only see recent activities from our agents)
What problems is the product solving and how is that benefiting you?
We are using Freshservice as a ticket and asset management for our customers.
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