Freshservice
Freshworks Inc.External reviews
1,281 reviews
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Freshservice is awesome for internal departments
What do you like best about the product?
I've enjoyed that its geared towards internal departments instead of a customer support ticket system. I also really like the asset and contract management. Having a phone app is awesome. Support is great
What do you dislike about the product?
Currently none. We have just started using the system. If something comes up I will update this review
What problems is the product solving and how is that benefiting you?
We purchased freshservice for our internal IT ticketing and service system.
Very clean, and easily manageable experience.
What do you like best about the product?
Very clean user interface which is easy on the eye. Great range of optional Statistics such as time sheets and agent reports which make monthly reports a breeze.
What do you dislike about the product?
How users aren't really encouraged when creating a ticket to choose a date for completion and urgency, which often leads to most tickets time frame to be set to default.
What problems is the product solving and how is that benefiting you?
A very vast improvement on organizational skills as jobs are now easily manageable.
Recommendations to others considering the product:
Easy management tool
Freshservice: more than a servicedesk
What do you like best about the product?
- It can have different types of tickets: Indicents or service request.
- It can manage changes, releases and contracts.
- It can be used for internal and external clients
- It can manage changes, releases and contracts.
- It can be used for internal and external clients
What do you dislike about the product?
- Proyect management too basic for many companies.
- It has no integration with whatsapp.
- It has no integration with whatsapp.
What problems is the product solving and how is that benefiting you?
If you have many in different places you can manage all service requests on Freshservice
Recommendations to others considering the product:
An easy to uset service desk, ready to implement.
Decent ticking software for small company, gets expensive with multiple support people
What do you like best about the product?
It's online never any outages or down time.
Simple help desk ticketing system, tickets can be auto assigned to a group ie accounting@ HR@ techsupport@ etc
Simple help desk ticketing system, tickets can be auto assigned to a group ie accounting@ HR@ techsupport@ etc
What do you dislike about the product?
I wish this was more ITIL compliant.
I wish there was an on premises version of this available. I'd like to be able to archive old tickets say a from last year for example.
I wish there was an on premises version of this available. I'd like to be able to archive old tickets say a from last year for example.
What problems is the product solving and how is that benefiting you?
Ticketing system that works well. Just send an email a ticket is auto generated to each queue.
Recommendations to others considering the product:
This is not fully ITIL compliant but its much lighter than other products such as Remedy.
Management is very simple, easy setup of departments and users for the queue.
Management is very simple, easy setup of departments and users for the queue.
Great for ticket automation
What do you like best about the product?
The ability to build templates with certain fields for different requests
What do you dislike about the product?
The UI is nice, but there are some feature that can be enhanced to make the product better
What problems is the product solving and how is that benefiting you?
Ticket automation, creation of tickets, multiple services in one spot
Better than our previous servicedesk software
What do you like best about the product?
Freshservice is a very complete solution. It covers pretty much of all our requirements, and consolidates everything into one package. Fresh are also very response to any feature requests that we make.
What do you dislike about the product?
Could look a little better, although this is obviously a personal preference.
What problems is the product solving and how is that benefiting you?
Servicedesk
Problem Management
Solution Base
Change Management
Problem Management
Solution Base
Change Management
Recommendations to others considering the product:
Give them a go, you won't be disappointed!
It is a great tool that fulfills a large part of the service management processes at a super accessi
What do you like best about the product?
Easy to set up, Excellent dispatch and automatic monitoring, pre and after sales support is great and not to mention the documentation and support available for self-learning. Super dynamic and in constant update and improvements and the New Analytics module is awesome. It has a number of native integrations that can support to complement what is not covered in the daily operation of the process that is required to manage.
What do you dislike about the product?
They need to improve a bit the impression of the reports for each ticket, but how it can be handled considering its low cost.
What problems is the product solving and how is that benefiting you?
Freshservice can allow you to manage the incidents and service requirements not only in the IT area but it can be applicable to several areas of the organization, such as logistics, maintenance, operations, some aspects of human and financial resources.
Recommendations to others considering the product:
Freshservice is designed by plans that can go according to the need of anyone who wants to implement it. I recommend that you try the trials well so that they can define what is the best plan for you and meet your expectations.
Perfect Solution
What do you like best about the product?
cant find anything i dislike at the minute, it is very simple to use and even easier to get set up
What do you dislike about the product?
as it is very new there a couple features like analytics that still need a bit of work.
What problems is the product solving and how is that benefiting you?
We revolutionized our ITSM by giving user a self service portal and knowledge base.
easy use
What do you like best about the product?
system availability, always available
simple of the page for faster consultations
simple of the page for faster consultations
What do you dislike about the product?
dynamic views for online supervision of tickets
What problems is the product solving and how is that benefiting you?
ticket documentation
Recommendations to others considering the product:
filters in reports
dynamic graphics
dynamic graphics
Web, Easy to use, but cloud be more "Integrationbly"
What do you like best about the product?
Easy to use
Easy to manage (admin)
ITIL
Web (Not on-prem software)
Have Android/iPhone APP
Easy to manage (admin)
ITIL
Web (Not on-prem software)
Have Android/iPhone APP
What do you dislike about the product?
1) We need an CMDB highly integrated with AWS, Azure and GCP and easily to read, manage. Today, AWS integration exists but all the information about IaaS resources are difficult to read it and manage because doesn't integrated with company and contacts data.
2) The customer satisfaction module cloud be more flexible. We need to send personalizated questions.
3) The reports must to be more usability
4) All the tables must be improve the usability
5) Some items could be connected between each other, two SR tickets can't be relationated, same with INC->SR or SR->INC. Sometimes We have different events conected and We don't have any way to connect them
6) Rules in dispatcher, supervisor, observer and scenario automations don't any way to make actions in time tracked or approvals
7) Don't exist a report to know all the approvals
8) The approvals don't see in tickets exports
9) The iPhone app need to be improved
10) Integration with Google drive easily to add files into the tickets
2) The customer satisfaction module cloud be more flexible. We need to send personalizated questions.
3) The reports must to be more usability
4) All the tables must be improve the usability
5) Some items could be connected between each other, two SR tickets can't be relationated, same with INC->SR or SR->INC. Sometimes We have different events conected and We don't have any way to connect them
6) Rules in dispatcher, supervisor, observer and scenario automations don't any way to make actions in time tracked or approvals
7) Don't exist a report to know all the approvals
8) The approvals don't see in tickets exports
9) The iPhone app need to be improved
10) Integration with Google drive easily to add files into the tickets
What problems is the product solving and how is that benefiting you?
We have a Cloud Support Team and FS is our essential tool
This tool facilitates our work and makes better our day
Using this We get more time
This tool facilitates our work and makes better our day
Using this We get more time
Recommendations to others considering the product:
I don't know the costs of this service, because I am an admin user, but FS is easy to use and it's a Cloud Service!!!
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