Freshservice
Freshworks Inc.External reviews
1,280 reviews
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Full featured and engaging
What do you like best about the product?
What sold me on FreshService was that it pretty much set the bar for help desk software. When I was comparing against the competition, nobody else could match their feature set. Now that I'm a customer, their tech support is responsive and knowledgeable as well.
What do you dislike about the product?
There have been a few speed bumps in integrating our single sign on with FreshService, but we eventually got there.
What problems is the product solving and how is that benefiting you?
In addition to simply having a comprehensive and easy to use ticket portal, our techs are more engaged due to the gamificstion feature.
Recommendations to others considering the product:
If you need a full featured IT help desk, FreshService will not disappoint you.
Prompt, Efficient Service
What do you like best about the product?
Prompt, friendly service via the online portal
What do you dislike about the product?
I did not have any negative experience with the support
What problems is the product solving and how is that benefiting you?
Good reporting and insights on service requests. Good contract and change management capabilities
Great product!
What do you like best about the product?
Very easy to use. Great UI design. Perfect for ITIL. Support is very swift at replying.
What do you dislike about the product?
Nothing right now. I'm very pleased at the moment.
What problems is the product solving and how is that benefiting you?
IT Helpdesk
Recommendations to others considering the product:
Freshservice is the best ITSM experience you can get. Super easy to use with a lot of great management tools.
a valuable helpdesk software
What do you like best about the product?
the best we liked Ticketing and change management. So we can build the ITIL process
What do you dislike about the product?
there is nothing we disliked. This is good software
What problems is the product solving and how is that benefiting you?
ITIL Process
A great move for us
What do you like best about the product?
Ease of setup, we were up and running with little or no support, only reaching out when we wanted to customise.
What do you dislike about the product?
Delivery of road map updates take time, but they do arrive.
What problems is the product solving and how is that benefiting you?
SLA reporting
Self Service
Knowledge Base
Self Service
Knowledge Base
Recommendations to others considering the product:
Go for it, you can start on a free plan to get a feel for it, then change pans as you add features.
An intelligent solution for an evolving IT environment
What do you like best about the product?
The simplicity and ease of use. We promote the use of our SelfService portal and over 40% of our work is generated in this way.
It work like an email system, allowing you to easily see a "conversation" and interact with the customer with ease.
It work like an email system, allowing you to easily see a "conversation" and interact with the customer with ease.
What do you dislike about the product?
Admin settings can be confusing at first, so I would recommend some additional training, support in this area to get the most out of the system.
What problems is the product solving and how is that benefiting you?
We are support approx 7000 customers and this tool enables us to support them more efficiently and effectively. A customer friendly tool is paramount to promoting self-help. Over 40% of our tickets are created in this way which saves everyone alot of time.
In my small Helpdesk team, we can safely support high volumes of customers knowing that our system is reliable, simple and customisable in an instant.
In my small Helpdesk team, we can safely support high volumes of customers knowing that our system is reliable, simple and customisable in an instant.
Recommendations to others considering the product:
Get to know the backend and admin side of the system as much as possible. This will help alot with future development and customisation
Actively developed and well supported
What do you like best about the product?
This software is actively developed and development appears to be guides by community feedback.
What do you dislike about the product?
There has been an instance when an account upgrade went wrong. There is some work to do on their backend to improve reliability and recoverability. I would like to see better integration with MS Teams/ToDo/Planner/PowerBI as this would greatly improve the utility of the tool for project based work.
What problems is the product solving and how is that benefiting you?
IT Ticketing, Process Documentation, Asset & Contract Management, Hardware Procurement and workflow processing.
Recommendations to others considering the product:
Try and really push the boundaries during the trial with your 'edge cases'. Test everything you think you can do to be sure you can actually do it. Also check to see if you can get the reporting you need. The inbuilt ones don't suit our needs satisfactorily and the ability to use other platforms for reporting are limited by the integrations / API.
It was a great experience
What do you like best about the product?
I liked the speedy response to my issue and that it wasn't delayed. most service tickets can take up to hours if not days and this wasn't the case here.
What do you dislike about the product?
everything was great and I have no bad thing to say.
What problems is the product solving and how is that benefiting you?
it has helped our company immensely
A Solid and Ever-Improving ITSM Tool
What do you like best about the product?
The simplicity of FreshService is outstanding. This helps my agents continue to be exceptionally efficient.
The ease and ability of creating automated scenarios/actions based on events helps juggle our ever-increasing workload!
The ease and ability of creating automated scenarios/actions based on events helps juggle our ever-increasing workload!
What do you dislike about the product?
With being so simple there are some things that FreshService needs to improve on.
What problems is the product solving and how is that benefiting you?
Easy and efficient ticket assignment/timelines and audit trails for all Incidents & Service Requests.
I'm a fan
What do you like best about the product?
The ticket system is easy to get off the ground. Support is great.
What do you dislike about the product?
I wish the project management tools were offered in a lower plan. I can get those features from competitors for less than Freshworks is charging for them. It would be really nice to have my project management software and ticket system be the same thing.
What problems is the product solving and how is that benefiting you?
We're using it for our internal IT ticketing system. We've finally gotten away from managing our incidents with email messages from our co-workers.
Recommendations to others considering the product:
Test everything, train your users to call IT if there's an email or internet outage (since you won't get the notifications from the ticket system - you think it would go without saying... but users are users).
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