Freshservice
Freshworks Inc.External reviews
1,275 reviews
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External reviews are not included in the AWS star rating for the product.
Effortless Implementation and Adaptability for IT Teams
What do you like best about the product?
This product is very straightforward to implement and use. It is highly adaptable to the needs of IT teams, supporting all the key processes. Additionally, it offers some useful integrations with other tools.
What do you dislike about the product?
The platform would benefit from a feature that allows for remote access capabilities. Additionally, the portal could be improved to be more adaptable. I have also noticed that some forms are restrictive when it comes to data entry, as they lack the option to integrate a table as a field within Service Requests.
What problems is the product solving and how is that benefiting you?
Freshservice is a fundamental tool that supports a wide range of IT processes. It goes beyond just ITSM, also assisting with IT budgeting and compliance.
Brought Order to Our Internal Operations and IT Chaos
What do you like best about the product?
As a firm that invests in tech-heavy real estate projects, we have a complex IT environment. Freshservice provided an immediate solution to manage internal IT requests, onboard new project team members, and track our software assets. The intuitive service catalog allows our team to request everything from new software licenses to project site access in a standardized way, which has drastically reduced ad-hoc requests and confusion. The automation for routing tickets to the right person has cut down resolution times significantly.
What do you dislike about the product?
While the core IT service management is robust, configuring more advanced project management workflows required some initial consultancy. The mobile app is great for agents but could offer more reporting capabilities for managers on the go.
What problems is the product solving and how is that benefiting you?
Freshservice solved our problem of having no centralized system for internal service requests. Emails and sticky notes were the norm, leading to lost requests and frustrated employees. Implementing Freshservice has reduced the average resolution time for IT issues by 40% and provided complete visibility into our IT spend and assets. This operational efficiency is crucial for us, as it ensures our team can focus on evaluating and managing investments, not being bogged down by internal IT bottlenecks. It has become the operational backbone for our internal technology.
Great Ticket Organization, But Needs Better Folder and Snooze Options
What do you like best about the product?
I like the variety of options available for organizing tickets, such as tags, categories, due dates, and urgency levels. I also find it helpful that it allows me to save canned responses, even with attachments included.
What do you dislike about the product?
I find it frustrating that the system doesn't let you save tickets in separate folders or snooze them. This becomes especially problematic when you have more than 50 tickets, as it makes it hard to manage them efficiently. As a result, some tickets may go unattended for days, which is a significant drawback.
What problems is the product solving and how is that benefiting you?
Our company started using Freshservice to get a better idea of the number of requests we receive daily and how long it takes us to resolve them. It has helped us track our metrics and improve our monthly goals
Streamlined Our Internal Operations, Freeing Us to Focus on Core Product Development
What do you like best about the product?
My team's efficiency is the most important thing as the Head of Marketing at a software company. Although I am not part of the IT department, the Freshservice implementation by the operations team was great and the impact of the department was very positive from the first moment. The main highlight of the product is its ease of use; filing tickets for whatever it is, be it graphic design requests or new software access, is absolutely straightforward through the portal. Thanks to the automated ticket routing, our requests are handed over to the right person or team without any waiting time. I employ it regularly, and the openness it offers, which lets me know the status of my team's requests, has been a great change from which internal emails and meetings for follow-ups have been largely eliminated.
What do you dislike about the product?
While the number of features is impressive, the initial setup for some of the more advanced workflow automations required considerable effort from our IT lead. For a smaller company without a dedicated admin, this could be a hurdle. Furthermore, while generally responsive, we did experience a delay in customer support resolution for a complex integration question early on. It was eventually solved, but the initial response time was slower than we had hoped.
What problems is the product solving and how is that benefiting you?
Essentially, Freshservice has been the key to untying the tangled mess of erratic, internally unstructured requests. My marketing team was using a horrible mix of email, Slack messages, and impromptu conversations to get the support they needed from IT, design, and other internal functions before the implementation of Freshservice. It was a time when tickets were getting lost, priorities were unclear, and what was in progress was difficult to track. Freshservice made the system more orderly and brought accountability. The big win for me and my team is a huge jump in operational clarity. We are less involved in the game of chasing people for updates and more engaged in high-value marketing work. This efficient method has an immediate positive impact on our productivity and a great deal of freedom to support the company's growth at a faster pace, knowing that our internal dependencies are under control.
Efficient ITSM platform with great automation and asset tracking
What do you like best about the product?
Freshservice offers a clean and intuitive interface that makes managing IT tickets and service requests incredibly easy. The automation features save a lot of time by streamlining repetitive tasks, and the asset management module helps us keep track of hardware and software efficiently. Integration with tools like Azure AD and Slack is seamless, and onboarding workflows are well-structured.
What do you dislike about the product?
While the platform is powerful, the reporting and analytics features could be more flexible and customizable. Sometimes, the dashboard takes time to load when there are a large number of tickets.
What problems is the product solving and how is that benefiting you?
Freshservice helps us streamline IT support operations by centralizing ticket management, automating repetitive tasks, and improving visibility into service requests. It has significantly reduced response times and improved SLA compliance. The onboarding workflows and asset tracking features have made employee transitions smoother and more efficient. Overall, it has enhanced our team's productivity and improved user satisfaction across departments.
Freshservice review
What do you like best about the product?
-Ease of use
-GUI is good and informative.
-Good customer support
-Integrates with GWP makes life easy.
-Asset tracking with the tickets.
-Asset management.
-Option to create an individual workplace.
-As I use this day in and out, it's beneficial to have brief information and tiles for ticket status and responses.
-GUI is good and informative.
-Good customer support
-Integrates with GWP makes life easy.
-Asset tracking with the tickets.
-Asset management.
-Option to create an individual workplace.
-As I use this day in and out, it's beneficial to have brief information and tiles for ticket status and responses.
What do you dislike about the product?
The setting page can be more refined, and the task automation is complicated.
What problems is the product solving and how is that benefiting you?
It has refined the ticketing system and made it easier to manage and maintain the records. Integration with multiple apps gives easy access and ticket updates.
Setting pane can be more refined .
Setting pane can be more refined .
Simple IT ticketing system
What do you like best about the product?
Simplicity, pricing plans , integrations
What do you dislike about the product?
not for big organization, it is okay for small to medium organizations
What problems is the product solving and how is that benefiting you?
orgnize IT Issues in one place, allowing help desk team to cooperate together to solve the issues and also document it
Freshservice changes the way the campus works together
What do you like best about the product?
The ability to customize service catalog items
What do you dislike about the product?
I have not encountered things I dislike about Freshservice. However, ability to customize the system to meet business process is what I am interested in a lot.
What problems is the product solving and how is that benefiting you?
Freshservice portal breaks down the silo and ensure the students' inquiries are retained consistently across multiple units at the institution.
My Fresh service experience
What do you like best about the product?
it has a modern and clean UI, the customizable workflows, how quick and straightforward it was to deploy. it allows us to easily track and maintain good support to our staff. it is used everyday in our team. I like all the integration pieces it offers as well.
What do you dislike about the product?
maybe the customization of the UI in lower-tiers, other than that not much
What problems is the product solving and how is that benefiting you?
Repetitive tasks like onboarding, ticket triaging, approvals, and notifications took up too much time but with fresh service we are able to Custom workflows, approval chains, and automation rules handle tasks based on triggers, conditions, and actions
Review ITSM
What do you like best about the product?
There is no code no code environment with generally help or non developer as well to configure all the things without any developer
What do you dislike about the product?
As compare to other tools in market like service now there are not that match efficiency towards customising the things
What problems is the product solving and how is that benefiting you?
So there was no require of a very big team to manage pressure with also due to their autumn field customisation please Kings are very easy to manage so that's why it is not take much time the production is down too.
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