Freshservice
Freshworks Inc.External reviews
1,280 reviews
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External reviews are not included in the AWS star rating for the product.
Doesn't handle large businesses, missing lots of simple features and efficiencies
What do you like best about the product?
Interface is simple and easy for users to work with.
Has lots of features such as tickets, tasks, change management...
Can be customized, a little.
Has lots of features such as tickets, tasks, change management...
Can be customized, a little.
What do you dislike about the product?
The features don't flow together - ie you can't get a list or a page that shows all your tickets and tasks in a single view, as they're all separate modules.
Compared to other tools, many features and links are hidden down behind hamburger menus, instead of being buttons on the screen - lots of extra clicks.
Bad UX/UI for agent screens - other tools fit the content on the screen, but FreshService requires lots of scrolling and clicking
Compared to other tools, many features and links are hidden down behind hamburger menus, instead of being buttons on the screen - lots of extra clicks.
Bad UX/UI for agent screens - other tools fit the content on the screen, but FreshService requires lots of scrolling and clicking
What problems is the product solving and how is that benefiting you?
It's trying to be a service desk ticketing tool, as well as one that flows on to change management and task management. It does handle all these features for us - it works fine for people that only need to use 1 of these features (eg service desk doing incident management, end users raising tickets, ...) however for people that need to operate on multiple features, or for power users, it's poorly designed and inefficient.
ITSM on a budget
What do you like best about the product?
The instant chat support feature is great.
What do you dislike about the product?
Lacking functionality in almost all modules.
What problems is the product solving and how is that benefiting you?
It provides a single location for end users to contact IT support.
Freshservice Platform Feedback from a previous Servicenow admin (customer)
What do you like best about the product?
1. out-of-box functionalities
2. ready to use features
3. AI components
4. low-code dev
5. drag and drop approach for workflows, less coding needed
6. Easy to integrate
7. Some customer support are knowledgable
2. ready to use features
3. AI components
4. low-code dev
5. drag and drop approach for workflows, less coding needed
6. Easy to integrate
7. Some customer support are knowledgable
What do you dislike about the product?
1. Caching issue - what you change at the front end, sometimes doesn't replicate at the backend database
2. Limited customization
3. AI has lots of bugs
4. Price is not justifiable for the existing features
5. The workflow has limitations - you cant trigger a workflow from another workflow
6. Some customer support are not knowledgeable
7. A lot of "can't do" scenarios, and non-existing features
8. Minimum grasp of CMDB concept
2. Limited customization
3. AI has lots of bugs
4. Price is not justifiable for the existing features
5. The workflow has limitations - you cant trigger a workflow from another workflow
6. Some customer support are not knowledgeable
7. A lot of "can't do" scenarios, and non-existing features
8. Minimum grasp of CMDB concept
What problems is the product solving and how is that benefiting you?
Managing our IT Service Delivery processes
Incident
Service Request
Problem
Change
Incident
Service Request
Problem
Change
Doesn't work
Cannot setup account because the setup account URL is dead, it goes to either a 503 or a 404. Do not buy through marketplace, even if you use the same email address, the billing is not linked.
This service NOT WORK
We purchased service, but setup URL to configure didn't work. We contacted freshservice support and was awful experience and they not solve the problem. We shut down the subscription.
Great product, great support
What do you like best about the product?
The tool is configurable and support is fast and knowledgeable,
What do you dislike about the product?
Like any cloud service, there are areas an admin would like to be able to customize but the service is designed for lower IQ people to be able to use so they have no customizations.
What problems is the product solving and how is that benefiting you?
Help desk for end users. We are able to track support issues better than in email and solve problems more quickly.
Really enjoyed it, but looking for more
What do you like best about the product?
The mobile app and notifications are great. Love getting the notifications straight to my phone.
What do you dislike about the product?
Wish they had more integrations with other programs.
What problems is the product solving and how is that benefiting you?
It started us off with our very first helpdesk system here. I have worked at a previous job where we used 5 different helpdesk softwares but none of them felt like they were enough until we landed here with fresh service.
We have been using them for 12 months now and have had few problems with their software. Together with this program the IT team is able to work together on problems and resolve the tickets.
We have been using them for 12 months now and have had few problems with their software. Together with this program the IT team is able to work together on problems and resolve the tickets.
Recommendations to others considering the product:
It is pretty good. We are moving to a different company because freshservice failed to produce even a knowledge base, or project based tickets.
Feels like an old system built on a web experience
What do you like best about the product?
Freshservice usually works well. You can create some custom flows and requests using the system.
What do you dislike about the product?
Freshservice is much less customizable than it would appear. While you can create custom fields, it is difficult to use them in an automated workflow. Also, the workflow/products are quite rigid in terms of what you can and cannot do. There are some bugs where it will pick up incorrect information to associate tickets submitted via email. These have been reported to support with no resolution.
Last, their support is very unhelpful.
Last, their support is very unhelpful.
What problems is the product solving and how is that benefiting you?
Easy to use ticketing system that is cost effective.
Recommendations to others considering the product:
Make sure you can use one of their pre-build solutions without much customization.
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