Freshservice
Freshworks Inc.External reviews
1,281 reviews
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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
FreshService Ticketing Tool for IT management
What do you like best about the product?
The tool is easy to use and the interface is pretty much easy and anyone can easily work on this. The updates will be sent automatically to the requester and the requester will be up to date on the status and also on the progress.
What do you dislike about the product?
The tool is good to use and I have found nothing as such to dislike the tool.
What problems is the product solving and how is that benefiting you?
IT related issues that are raised by end users are being addressed and also fixed. The end users are updated on the status and process of their request and also issues or incidents. The issue is highlighted and based on the problem the issues are fixed and made sure the same problem does not occur again. This is one of the greatest benefits.
Recommendations to others considering the product:
If you are looking for a decent ticketing tool for service desk then you can go for this tool.
FreshService has brought great value to our Team
What do you like best about the product?
I believe the top attribute of FreshService is it's simplicity and ease of use for Admins all the way down to those requesting service.
What do you dislike about the product?
I think there are some feature requests that have been stuck in the Development cycle for longer than need be. Some things just get rushed sometimes and that can be positive, but also negative at times.
What problems is the product solving and how is that benefiting you?
Our processes have come a long way and some of those that were always 'informal' have now been able to be formalized. It has allowed us to build upon what we are good at, and fix the areas where we had shortfalls.
Recommendations to others considering the product:
We took the approach of having an open mind and NOT trying to make it "like we wanted it". We went through the trial period with zero expectations and took time to see what we felt were their strengths and weaknesses and then matched up with ours and I feel like we were able to go LIVE with a great starting point. We continue to learn and evolve along with FreshService and we are able to do it seamlessly. Take advantage of the free Trial and kick the tires. You won't regret it!
Good product, stable cloud based solution
What do you like best about the product?
This is a good product, with stable cloud based solution, many options, and a good price point. We use the service desk and asset management functions and have no complaints.
What do you dislike about the product?
Not much to dislike, many price tiers to match to your options. We do not have any complaints at this time. iOS development was a little slow years ago, but they have caught up now.
What problems is the product solving and how is that benefiting you?
Information Systems help desk system and asset management.
Recommendations to others considering the product:
This is a solid product and a good alternative to some of the other industry standard tools.
Our experience with Freshservice.
What do you like best about the product?
I like that Freshservice combines a lot of our needs in one easy to use and well-documented site.
What do you dislike about the product?
I dislike the response time on the built-in chat for Freshservice, but I am extremely satisfied with the quality of the email support.
What problems is the product solving and how is that benefiting you?
We are currently using Freshservice for our IT department ticketing system and our asset management. Utilizing the asset management portion in conjunction with their built-in JAMF connection app to keep our assets management information up to date.
Recommendations to others considering the product:
Give Freshservice a try. We have replaced 2 services with one and are considering more as Freshservice grows to covers more of what we do.
You platform is very intuitive and answering perfectly on our needs.
What do you like best about the product?
That i managed to learn by myself how to use the platform.
What do you dislike about the product?
That i can't swipe between my tickets more easily.
I'll take an example from your competitive salesForce. There you can open each ticket with a different tab inside the platform and you don't have to open it with a new window like in here.
I'll take an example from your competitive salesForce. There you can open each ticket with a different tab inside the platform and you don't have to open it with a new window like in here.
What problems is the product solving and how is that benefiting you?
I can manage all of my costumers assets and calls very easily.
Also all of the automatic replay by rules are very useful.
Also all of the automatic replay by rules are very useful.
FreshService is a great mix of simple to use and robust features.
What do you like best about the product?
FreshService support is fast and effective. The features are right sized for our organization. The interface is clean and easy to navigate.
What do you dislike about the product?
There's a javascript effect that pops up when you save data that covers the navigation bread crumb. I'm hoping they move that or change its behavior.
What problems is the product solving and how is that benefiting you?
We can integrate our custom apps in our company portal with our inventory data in FreshService through their API.
Easiest to use ticketing system
What do you like best about the product?
Ease of use. You can just click a couple times to get pretty much anywhere.
What do you dislike about the product?
Reporting on projects and sorting projects isn't ideal.
What problems is the product solving and how is that benefiting you?
We use it for ticketing and asset management and project tracking.
Recommendations to others considering the product:
Do it. It's easy to use.
FreshService is a great ticketing system.
What do you like best about the product?
The design and the abilities of the portal are nice. They're constantly improving. Any issues you find can be and will be fixed if you report it to their support.
You can also suggest features to them, on which they will be happy to consider and implement if they see it fit for their platform.
Their automated reporting tool is absolutely fantastic, you can pull a lot of data about your agents/groups with extreme ease.
You can also suggest features to them, on which they will be happy to consider and implement if they see it fit for their platform.
Their automated reporting tool is absolutely fantastic, you can pull a lot of data about your agents/groups with extreme ease.
What do you dislike about the product?
Maybe not all of their guides are up to date, but they're keen to resolve that issue if you reach out to them.
Asset management is still limited and could be improved to allow better hiring process to take place.
Asset management is still limited and could be improved to allow better hiring process to take place.
What problems is the product solving and how is that benefiting you?
I was hired when we were migrated from a different platform, but FreshService for me seems much more intuitive than the ticketing systems I've used in the past at my previous companies.
Benefits are that the platform is easy to use, and our users are liking it.
FreshService's business scaleability for each business need is great.
Benefits are that the platform is easy to use, and our users are liking it.
FreshService's business scaleability for each business need is great.
Recommendations to others considering the product:
FreshService is easy to use and they are constantly improving along with having a great design.
It's straight forward, so I'd recommend doing even a trial run on it to see how you like it.
Their in-house App store is also great, it allows you to integrate several supporting tools,reporting tools, chatting tools, calendar and meeting tools into your every day life with FreshService.
It's straight forward, so I'd recommend doing even a trial run on it to see how you like it.
Their in-house App store is also great, it allows you to integrate several supporting tools,reporting tools, chatting tools, calendar and meeting tools into your every day life with FreshService.
Fresh and simple to use
What do you like best about the product?
Graphical interface, integrations and the mobile app
What do you dislike about the product?
I need to pay the state version to be able to assign specific roles in the group :(
What problems is the product solving and how is that benefiting you?
I have solved issues related to each specialist's time management and improvements in customer service
Recommendations to others considering the product:
Let them try it first to see if it suits their needs
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