Freshservice
Freshworks Inc.External reviews
1,281 reviews
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External reviews are not included in the AWS star rating for the product.
FreshService Experience
What do you like best about the product?
Ease of use, user friendliness, reports, export feature, bulk actions, merging, asset management
What do you dislike about the product?
Slowness at times, sites crashing at times, location changing unavailability in ticket screen
What problems is the product solving and how is that benefiting you?
Problem Management, MIS Reports,
Recommendations to others considering the product:
It is absolutely a brilliant product. Value for Money
Great! All IT admin must have item
What do you like best about the product?
Simple, easy and powerful. No matter what other solution you are considering. Freshservice should on your top list.
What do you dislike about the product?
Some advance function are way too expensive. Luckily, for those affordable plans already fulfill my company's need.
What problems is the product solving and how is that benefiting you?
Hardware inventory and ticket management always pain, but have Freshservice, all troubles gone.
Recommendations to others considering the product:
Fast, easy and affordable. Best tool for IT admins.
Great product - not that intuitive and slow support
What do you like best about the product?
I love the product - the ability to copy people in, send images, all the options for a great UX
What do you dislike about the product?
The support responses are slower than I would like - its not that intuitive to use, creating customers portals, I get nervous about giving the wrong customer access to the wrong portal - there isnt an easy way for us to see the UX
What problems is the product solving and how is that benefiting you?
we are trying to move away from using email to manage queries - this will drastically improve productivity
Recommendations to others considering the product:
It would be great to have implementation specialists - if you can find someone with experience in the product to help you with the initial set up - it will really save you time
Customer Experience After 2 Months
What do you like best about the product?
Service is something that Fresh service really focuses on. The pre-sales team are excellent with my countless 'stupid' questions they made us feel comfortable that we were configuring the system correctly. After the system was implemented we then moved from the presales team to general support. I have to say the service level did not drop off at all. I am receiving responses to my requests within minutes.
What do you dislike about the product?
The Dashboard needs to be more customisation and replaced with the Analytics tool that is currently in BETA. Would also be great if there was more customisation on the forms including being able to remove fields that Fresh Service doesn't allow.
What problems is the product solving and how is that benefiting you?
This product has been great for us, We are using it for our ICT, Administation and Maintenance team and we are seeing real value from implementing this software.
Recommendations to others considering the product:
Vendor will go out of there way to get the deal over the line. Fresh Service provide implementation free of charge. They also provided onsite training to our team as part of the package.
Excellent tool
What do you like best about the product?
It is a fantastic tool to follow up on the requirements of your clients. Besides the power to generate reports by agent allows to have a better control of the effectiveness of the solutions
What do you dislike about the product?
Nothing really bothers me, i t works good for my needs
What problems is the product solving and how is that benefiting you?
IT problems, it reduces response times and help me keep tracking of the solutions
Top Support
What do you like best about the product?
Fast, Responsive and knowledgeable support.
What do you dislike about the product?
Nothing at the moment that I can find during the time of evaluation.
What problems is the product solving and how is that benefiting you?
Ticketing/Service Desk function.
Recommendations to others considering the product:
Map out your needs, demo FreshService and then decide if it meets your needs.
powerfull and easy to use
What do you like best about the product?
the flexibility and customization you can have
What do you dislike about the product?
until now i don't have something to dislike.
What problems is the product solving and how is that benefiting you?
we are keeping track of our assets, and discovering how satisfied are our internal customers with our IT department
Awesome product and awesome service!
What do you like best about the product?
I like how configurable the portal is and that I can make changes as requested by our customers to make the portal more usable and specific to them.
What do you dislike about the product?
I don't like that some emails can't be disabled.
What problems is the product solving and how is that benefiting you?
With users not having a common portal to submit IT related issues to, they were resorting to requests as they walk past IT personnel in the hallways, emails, etc. After so many requests, things are forgotten. Freshservice resolves that problem. Additionally, Freshservice gives us the ability to share knowledge on basic IT related issues and helps our customers solve a lot of issues without having to wait for a response. We're also using Freshservice to track our Assets, Projects and even Change schedules. It's be awesome.
HelpDesk Software and more!
What do you like best about the product?
Easy to use. Cost Effective. Great Support!
What do you dislike about the product?
Nothing? Everything works as needed and if it doesn't, you guys fix it?
What problems is the product solving and how is that benefiting you?
Ticket Tracking. Software Inventory. ITIL Change Management Process. Hardware Inventory.
A good system
What do you like best about the product?
The people we have contacted are very helpful and are always open for new ideas.
The system is very smooth and works greatly in our company
The system is very smooth and works greatly in our company
What do you dislike about the product?
A lot of FreshService's advanced / extensive features work with Microsoft Azure as main core, as well as the manuals created for it. This means, if you do not have Microsoft Azure yet, it's a bit difficult to install.
What problems is the product solving and how is that benefiting you?
Servicedesk.
Could-based solution with high productivity value.
Could-based solution with high productivity value.
Recommendations to others considering the product:
Be prepared to use Microsoft Azure
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