Freshservice
Freshworks Inc.External reviews
1,297 reviews
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External reviews are not included in the AWS star rating for the product.
Helpful Inventory and User Assignment Make Troubleshooting Fast
What do you like best about the product?
The inventory feature has been very helpful. We’re able to assign both hardware and software to users, which makes it much easier to troubleshoot issues when they come up. Having the user’s information already available also helps us resolve problems more quickly.
What do you dislike about the product?
Some features aren’t fully customizable. Rather than the software supporting our existing process, we end up having to adjust the process to fit the software.
What problems is the product solving and how is that benefiting you?
Freshservice provides a full-service, one-stop support portal for users. From IT to facilities to HR, users can rely on a single portal to request the help they need and get directed to the right team.
Streamlined Our IT Operations with Ease
What do you like best about the product?
I like Freshservice because it's easy to use and is such a robust system that it continuously exceeds our expectations when it comes to customization to meet our company's needs. It automates ticket assignment, account provisioning, approval workflows, and resolution note generation. The AI agent uses knowledge from our knowledge base effectively. It also pulls in user data from our IdP to keep requester information up-to-date. This makes our agents' jobs easier and allows them to be more intentional with their time, and fulfillment of requests is simpler. It saves us time in the long run. The initial setup was quick, taking less than 2 days to reach the same level we had with Zoho Desk.
What do you dislike about the product?
Some of their built-in apps in the marketplace aren't maintained so they don't always work.
What problems is the product solving and how is that benefiting you?
Freshservice automates ticket assignment, account provisioning, workflows, and keeps user data updated, making it easier for agents and saving us time.
Easy to Customize with Powerful Automation
What do you like best about the product?
It’s easy to customise to suit my workflow and offers a high level of automation. For example, I can add a member to a mailing list or grant access to folders on network drives.
What do you dislike about the product?
Nothing in particular. That said, I’d like to see some of Freshdesk’s features incorporated into Freshservice.
What problems is the product solving and how is that benefiting you?
Ticket automation helps agents be more productive, which supports meeting SLAs and improves customer satisfaction. Freddy AI optimizes resource allocation by leveraging ticket deflection for routine inquiries.
Streamlined Operations with Insightful Analytics
What do you like best about the product?
I like the sheer quantity of analytical data that I can produce in seconds with Freshservice, which helps in making good decisions about resourcing and structuring our Central Services departments. The initial setup of Freshservice was very straightforward, and the support we receive is superb.
What do you dislike about the product?
It's a shame that we can't make our portal as bespoke as we'd like. We want it to be different for external and internal users but can't make all of the changes we'd like to. We would want the system to check the email address of the user and if it's internal, it displays a specific title and wording, whereas if the user isn't logged in, or is logged in without an internal email address, it displays a completely different title and wording. We can edit the workspaces they have access to, but that's about it.
What problems is the product solving and how is that benefiting you?
Freshservice tackles inefficiencies in Central Services' responses, provides easy analysis of workloads and efficiency, and automates processes. It delivers vast analytical data quickly, aiding in sound decision-making for resource management and departmental structuring.
Compact, Efficient, but Needs Better Customization
What do you like best about the product?
I like Freshservice's compact and friendly user interface, as it supports faster onboarding and reduces resolution time, which are really helpful in our daily operations. The 24/7 customer support is another aspect I appreciate because it provides immediate help during outages and ensures faster issue resolution. Additionally, it offers better visibility for our tasks, making it easier to manage our IT, HR, and Finance operations.
What do you dislike about the product?
Limited customization. Reporting and Analytics could be stronger. Workarounds instead of clean processes. Reduced alignment with business processes. User experience limitations. Initial setup got delayed due to failed integration.
What problems is the product solving and how is that benefiting you?
I use Freshservice for ticketing, reporting, and asset management. It offers faster onboarding, reduced resolution time, better visibility, and immediate help during outages.
Powerful, Feature-Packed, and Easy to Use
What do you like best about the product?
It’s a powerful tool packed with useful features, and it’s easy to use.
What do you dislike about the product?
sometimes it takes a littlebit to load all my work load or filters that im applying but once they are loaded works great
What problems is the product solving and how is that benefiting you?
It helps us create and generate reports automatically, instead of doing them manually, which used to take too long.
Seamless Setup and Effective Integrations Elevate Freshservice
What do you like best about the product?
I like that Freshservice offers a lot of opportunity to collaborate with other people, thanks to its widespread use. We have many external resources that make it really useful, and there are a lot of great integrations. The ability to integrate with NinjaOne to bring in alerts has been really helpful since they added that. The initial setup of Freshservice was very simple, with a lot of hand-holding and support provided, which made the process quick and straightforward. My previous experience with similar tools also helped us to get it done pretty quickly, within a month or two.
What do you dislike about the product?
I think maybe the time tracking could have some automation. Some of the project stuff is still a little green, and asset management could be better.
What problems is the product solving and how is that benefiting you?
Freshservice helps tackle disorganization by centralizing requests and offers great collaboration opportunities through its widespread use and integrations.
Streamlined IT Operations with Powerful Automation
What do you like best about the product?
I use Freshservice as our main ITSM tool. I appreciate its easy ticketing and powerful automation features, which reduce manual work and help keep issues organized and easy to track. I like the clean interface that simplifies daily tasks. I also found the initial setup very easy, thanks to their support team.
What do you dislike about the product?
limited reporting, that is the only issue
What problems is the product solving and how is that benefiting you?
I use Freshservice to centralize IT operations, manage tickets, and automate workflows, which improves response times and visibility into assets. It reduces manual work and keeps issues organized with a clean interface that simplifies daily tasks.
Intuitive and Reliable for Team Management
What do you like best about the product?
I like that Freshservice is pretty easy to use and is a robust platform. It's quite reliable, and I haven't really noticed any bugs. It's much easier to configure than ServiceNow, which I appreciate. The initial setup was also fairly straightforward and intuitive, taking me only a few hours, and it was in a usable state in about two or three days where I was able to go live.
What do you dislike about the product?
I don't know. Maybe, if they offer some kind of nonprofit product, that'd be quite useful.
What problems is the product solving and how is that benefiting you?
Freshservice keeps all our requests centralized, logged, accountable, and tracked. We use it to create forms for raising requests and capturing requirements.
Fast, Friendly Customer Service with Proactive Success Support
What do you like best about the product?
customer service. fast and friendly. partly proactive customer success.
What do you dislike about the product?
the platform is a bit tricky to navigate, but it could be also our initial setup.
What problems is the product solving and how is that benefiting you?
Employee requests handling.
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