Freshservice
Freshworks Inc.External reviews
1,281 reviews
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MAKONIS FreshService
What do you like best about the product?
ITIL Process out of the box and the look and field
What do you dislike about the product?
A lot of page that cannot be custimized by default
What problems is the product solving and how is that benefiting you?
Ticketing and Inventory
Great Tool for Service Operation Management within reach of your pocket
What do you like best about the product?
The workflow automator on Freshservice is really Great!!! All the integrations that you can have!!
Analitics and Service Catalog Module is very usefull in our operations!!
Analitics and Service Catalog Module is very usefull in our operations!!
What do you dislike about the product?
The time that we have to wait to sincronize the reports upgrade by plan and I would like that Freshservice can integrate with whatapps or instagram/telegram to create tickets.
What problems is the product solving and how is that benefiting you?
Creation of new employees, request for travel or transportation, management of services in maintenance areas, Incident Management, Automators. It would be ideal to report the project module
Recommendations to others considering the product:
You have to specify very well the plan that you will need, when you evaluate, test all the characteristics that each plan brings, since the success of your implementation depends on it, so that none of your needs are left out before hiring
Internal IT Helpdesk Solution
What do you like best about the product?
Added service catalog capabilities which improved workflows
What do you dislike about the product?
Random seemingly strange roadblocks for basic user experience improvements
What problems is the product solving and how is that benefiting you?
Increasing efficiency and consistency. The Service catalog has greatly improved our internal processes
Easy and user friendly interface
What do you like best about the product?
Initial Integration was quite easy, and once we got everything configured the way we wanted it, our users had no to little issues using the platform.
What do you dislike about the product?
I don't like the Solutions session, I'd love to be able to use it as a good knowledge base for our users but it's not designed for that, unfortunately!
What problems is the product solving and how is that benefiting you?
We needed a new ticketing system asap after our previous system was coming to end of life (Livetime by Lanrev). FS was the way to go for us and we like it so far.
Recommendations to others considering the product:
Try it for yourself
Great multi-use ticketing system
What do you like best about the product?
Being able to assign tasks and approvals directly into the ticketing system really is a plus.
What do you dislike about the product?
The inability to upload multiple documents at once as well the way pasting information messes up the format.
What problems is the product solving and how is that benefiting you?
FreshService allowed us to visual appeal to our requesters with service requests as well as allow us to have better control over our projects.
FreshService Review from a Support Engineer
What do you like best about the product?
Asset management. Ease of ticket creation for end-users. Management open and closed. Reporting tools. So many great features and easy to use. Great GUI
What do you dislike about the product?
Have not come across something I disliked. Have been using FreshService 3 years. The first year of use FS site was frequently going down, but has been solid last two years.
What problems is the product solving and how is that benefiting you?
Reporting tools for engineers and managers.
A User of Many Helpdesk systems
What do you like best about the product?
This is by far the most intuitive helpdesk system I've used. Many systems are very clunky and lack the flexibility to adapt to company requirements. Very easy to change parts of the system to suit our needs. Very simple to use and with an App that gives you the same functionality as if you were using it in the browser. Great for field engineers which most systems lack.
What do you dislike about the product?
There isn't really a lot to dislike about this product. It works straight out of the box and we're forever building up on what we have to offer more services such as the service catalog to our users.
What problems is the product solving and how is that benefiting you?
We're a very small IT team dealing with all types of issues across the UK. Whether it be projects, new installations or simple technical faults. The benefits are that our users are able to see the updates and log tickets directly into the system which provides better reporting to management.
Recommendations to others considering the product:
Certainly give it a try, the trial is free and gives you full functionality to try it out. Can use it straight out of the box with no setup. We had our field engineer go straight ahead and start testing directly form iOS devices to.
Great Service that is constantly evolving
What do you like best about the product?
Freshservice is constantly instituting new ideas into its platform making the user experience a constantly improving beast! The features make it easy for my team to communicate about user concerns and issues.
What do you dislike about the product?
When users add notes to tickets, there is no really good way to track where those notes were added.
What problems is the product solving and how is that benefiting you?
Our IST helpdesk has become significantly more efficient thanks the Fresh Service's platform and tools!
Recommendations to others considering the product:
If you are using an older service or no helpdesk service at all, FreshService is a massive leap forward. I can't imagine what my day would be like having to manage a helpdesk without it!
Freshservice is reliably and easy to use software!
What do you like best about the product?
I really like the feature where you can merge multiple tickets. It keeps the queue nice and clean.
What do you dislike about the product?
It is hard to say what I dislike about this product. Everything is nicely organized and I have yet to discover all the things it can do.
What problems is the product solving and how is that benefiting you?
It is more than a service queue. You can track your assets and other business related things in it.
Recommendations to others considering the product:
Definitely would recommend to other.
Migration from service-now to fresh service
What do you like best about the product?
Fresh service interface is usable out of the box.. straight up without having customers ask howe to use it.. Getting a level of simplicity from the interface that makes it easy and usable. Also the API++.
What do you dislike about the product?
When a customer receives and email notifying them that the ticket is closed and they respond with "thanks" or similar, it re-opens the ticket, requiring me to re-close it.
What problems is the product solving and how is that benefiting you?
Simple helpdesk for busy people to raise issues with our services.. and requests for new services. We are also utilising it for asset management and service request automation.
Recommendations to others considering the product:
Give it a go.. your customers and your finance department will thank you.
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