External reviews
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The best help desk solution I've ever used
What do you like best about the product?
Freshservice is elegant and extensible. Compared to literally every other system we've tried, FS has the best interface, the best features, and is constantly improving. I would recommend this system to anyone looking for a helpdesk/inventory/asset management solution.
What do you dislike about the product?
Nothing is disliked. If I had to make a suggestion, it would be to make mobile asset adding automatically advancing through fields, and I would add a scan feature where someone could plug in a scanner to a computer and create a spreadsheet of data.
What problems is the product solving and how is that benefiting you?
Ticket organization, and asset matching was a big issue for us. While other programs contained part of the puzzle, none but Freshservice solved the whole thing for us. And more!
Recommendations to others considering the product:
Get this product NOW.
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Pretty useful service
What do you like best about the product?
The simplicity. The UI is very streamlined, and managing assets and tickets is really easy and flexible.
What do you dislike about the product?
The only really bad thing is the half-done translations somethimes.
What problems is the product solving and how is that benefiting you?
Tracking my IT tasks in a very practical way, saving some time.
Very Good Service
What do you like best about the product?
The new interface is very good and works very well. Easy to use and understand and has lots of useful tools.
What do you dislike about the product?
Notifications could be better, by this I mean the way they notify you.
What problems is the product solving and how is that benefiting you?
Its used on a day to day basis for lots of different daily problems
Migration from Kayako to Freshservice
What do you like best about the product?
Freshservice has been very responsive to all of my company's questions and provided the steps required to migrate from our old CRM to Freshservice.
What do you dislike about the product?
At this time there are no dislikes as the Freshservice team has been very responsive to all quesitons.
What problems is the product solving and how is that benefiting you?
By migrating the old CRM to Freshservice, our company will now have one application that both Development and Support can use to communicate efficiently.
Recommendations to others considering the product:
At this time Freshservice appears to be a very good solution for our company use.
Good overall
What do you like best about the product?
Adds onto the already existing features of freshdesk
What do you dislike about the product?
Some features of freshdesk such as the option to disable certain fields are not an option for freshserivce. They were able to help us with hiding some of the category fields but from time to time it will appear/disappear
What problems is the product solving and how is that benefiting you?
A unified place for multiple helpdesks
A great, hassle free, easy to setup software
What do you like best about the product?
I like how easy it is to get going on freshservice, with very little fuss, we were using it within an hour. All the people we have spoke to have been very nice to us and extremely helpful too
What do you dislike about the product?
At the moment, we've had no issues whatsoever to complain about
What problems is the product solving and how is that benefiting you?
We had no helpdesk solution at all, so this has ticked a box for us and made instant efficiencies
Service desk software that makes it really easy for users and support staff alike
What do you like best about the product?
I like that for users needing to request a support issue, the process is as simple as sending an email to a designated address and support staff get a notification that a new ticket has been raised.
What do you dislike about the product?
Whilst there is excellent reporting data available on requests closed, an average time to resolve etc. a great improvement would be to provide some real time info graphic data to each support staff user as part of their interface when working their queue.
What problems is the product solving and how is that benefiting you?
Through Freshservice, we're able to identify what areas of the business consistently encounter similar problems and look to devise a preventative strategy with which to proactively combat said issues.
Recommendations to others considering the product:
There is no substitute for user experience, you have to have a system where for users requesting support they're simply opening up a new email, typing a quick summary and concise subject and sending to a specific address, and then knowing that that's all it takes to register a support request in the queue.
Freshservice Helpdesk
What do you like best about the product?
Very easy to use, and reasonably easy to set up once you understand how it is designed.
What do you dislike about the product?
Would be nice to have more reports available on the starter package.
What problems is the product solving and how is that benefiting you?
Streamlined call ticketing and resolution system.
Recommendations to others considering the product:
Well worth trialing if you are looking for a reasonably small scale solution, with the option to expand.
Quick way to get a team organized
What do you like best about the product?
I like the intuitive UI and the rules to scan emails allows us to automatically tag them and give them a varying priority levels and assign them to correct staff.
What do you dislike about the product?
Still pretty new nothing has stood out to me yet as a negative.
What problems is the product solving and how is that benefiting you?
We use it as a project management tool that allows us to receive, organize and prioritize feedback on any of the bits and pieces of this massive project. It has allowed us to streamline user submitted request and cut down on disruptive calls.
Administration asset
What do you like best about the product?
I can administrate my asset in a wbe platform
What do you dislike about the product?
I use this service to management the asset and it working fine. I don’t have any dislike.
What problems is the product solving and how is that benefiting you?
The problem that I solving is the asset management.
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