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Great for bringing the business teams together
What do you like best about the product?
A great tool that enables you to setup a tool for IT and the business with an easy to use Out the box solution. Links great to a CMDB and alerting on downtime.
What do you dislike about the product?
Workflow automator could use a bit of work on the useability.
What problems is the product solving and how is that benefiting you?
Freshservice is solving a ticketing solution unification across the whole business and stopping the siloed culture in the company.
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Great As a Ticketing System and Knowledge Base
What do you like best about the product?
I especially like that Freshservice can be configured to our needs, and that support agents were available to answer my questions and help me with setting up automation.
What do you dislike about the product?
I don't like the fact that despite being a long-time customer and not needing to utilize any additional features, the cost has increased exponentially and without much notice.
What problems is the product solving and how is that benefiting you?
We use it as our ticketing system and for our Support Library. It has helped with enhancing our efficiency. We can address customer support issues quickly and easily link articles from our Knowledge Base.
Fresh service for the win
What do you like best about the product?
How it can help me delegate our ticketing system to additional users based on bandwidth, as well implement a division of departments to easily move tickets between entities
What do you dislike about the product?
How email integration sometimes works faster than the ticketing que and any new tickets can show in email before the actual web portal
What problems is the product solving and how is that benefiting you?
letting me integrate and collaborate across my teams to verify proper time management and execution are in place.
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.
Unveiling Excellence: A Review of Freshworks Solutions
What do you like best about the product?
Unified Platform: Freshworks offers a suite of customer engagement tools, including customer support, marketing, sales, and more, all integrated into a single platform. This unified approach streamlines workflows and eliminates the need for multiple disjointed tools.
Automation: The automation features within Freshworks help reduce manual tasks, increase efficiency, and ensure timely responses to customer interactions.
Integration Capabilities: The software's ability to integrate with other popular tools and platforms contributes to a more comprehensive and connected business ecosystem.
Automation: The automation features within Freshworks help reduce manual tasks, increase efficiency, and ensure timely responses to customer interactions.
Integration Capabilities: The software's ability to integrate with other popular tools and platforms contributes to a more comprehensive and connected business ecosystem.
What do you dislike about the product?
No Cloud Hosting in Middle East
Response Time: In some cases slower response times from customer support, impact the resolution of urgent issues.
Feature Requests: Users might wish for certain additional features that are not currently available within Freshworks' offerings.
Response Time: In some cases slower response times from customer support, impact the resolution of urgent issues.
Feature Requests: Users might wish for certain additional features that are not currently available within Freshworks' offerings.
What problems is the product solving and how is that benefiting you?
Disjointed Communication: Freshworks' suite of customer engagement tools consolidates communication channels, preventing fragmented interactions and helping businesses manage customer inquiries seamlessly.
Inefficient Support: Freshworks' customer support software streamlines and automates support processes, reducing manual tasks and ensuring timely responses to customer queries.
Sales Pipeline Management: Freshworks' CRM tools help businesses track leads, manage sales activities, and forecast revenue, leading to more organized and efficient sales processes.
Inefficient Support: Freshworks' customer support software streamlines and automates support processes, reducing manual tasks and ensuring timely responses to customer queries.
Sales Pipeline Management: Freshworks' CRM tools help businesses track leads, manage sales activities, and forecast revenue, leading to more organized and efficient sales processes.
My Experience with FreshService
What do you like best about the product?
It is an extremely comprehensive product that strictly follows the ITIL structure.
What do you dislike about the product?
I think they can improve the report generation, today I find it a bit confusing.
What problems is the product solving and how is that benefiting you?
I can quickly include the service catalog by client, incident management, device management, report generation.
Awesome platform that evolves quickly
What do you like best about the product?
From the moment I started using this platform, it became evident that it was designed with both efficiency and user satisfaction in mind.
The end user portal is truly a game-changer. It's intuitive, user-friendly, and offers a seamless experience for both IT teams and employees. Navigating through the portal is a breeze, making it incredibly easy for employees to submit their IT requests and incidents. The self-service options are particularly impressive; employees can find solutions to common issues without having to rely on IT support, saving both time and resources.
The analytics capabilities of FreshService ITSM are truly remarkable. The range of data insights provided is extensive and incredibly valuable for informed decision-making. The ability to track key performance metrics, monitor ticket trends, and identify bottlenecks in real-time has greatly improved our IT operations. These analytics not only enhance our IT team's efficiency but also help us proactively address potential issues before they escalate.
The user interface of FreshService ITSM is a masterpiece in itself. It's sleek, modern, and easy on the eyes. Navigating through various sections feels natural and intuitive, making the learning curve for new users practically non-existent. The layout is well-organized, ensuring that necessary information is readily accessible without any unnecessary clutter.
One of the standout features for me is how customizable FreshService ITSM is. Tailoring the platform to suit our organization's specific needs was a breeze. The ability to configure workflows, ticket forms, and automation rules allowed us to align the system perfectly with our internal processes.
Overall, FreshService ITSM has greatly transformed the way our IT department operates. The end user portal's simplicity has empowered our employees, the analytics have fine-tuned our processes, and the user interface has made working within the platform a true pleasure. It's a comprehensive solution that not only enhances IT service management but also contributes positively to our organization's overall efficiency. I wholeheartedly recommend FreshService ITSM to any business looking to streamline its IT operations and elevate the end user experience.
The end user portal is truly a game-changer. It's intuitive, user-friendly, and offers a seamless experience for both IT teams and employees. Navigating through the portal is a breeze, making it incredibly easy for employees to submit their IT requests and incidents. The self-service options are particularly impressive; employees can find solutions to common issues without having to rely on IT support, saving both time and resources.
The analytics capabilities of FreshService ITSM are truly remarkable. The range of data insights provided is extensive and incredibly valuable for informed decision-making. The ability to track key performance metrics, monitor ticket trends, and identify bottlenecks in real-time has greatly improved our IT operations. These analytics not only enhance our IT team's efficiency but also help us proactively address potential issues before they escalate.
The user interface of FreshService ITSM is a masterpiece in itself. It's sleek, modern, and easy on the eyes. Navigating through various sections feels natural and intuitive, making the learning curve for new users practically non-existent. The layout is well-organized, ensuring that necessary information is readily accessible without any unnecessary clutter.
One of the standout features for me is how customizable FreshService ITSM is. Tailoring the platform to suit our organization's specific needs was a breeze. The ability to configure workflows, ticket forms, and automation rules allowed us to align the system perfectly with our internal processes.
Overall, FreshService ITSM has greatly transformed the way our IT department operates. The end user portal's simplicity has empowered our employees, the analytics have fine-tuned our processes, and the user interface has made working within the platform a true pleasure. It's a comprehensive solution that not only enhances IT service management but also contributes positively to our organization's overall efficiency. I wholeheartedly recommend FreshService ITSM to any business looking to streamline its IT operations and elevate the end user experience.
What do you dislike about the product?
Price Points for Small Businesses: While FreshService ITSM offers great value, the pricing structure might be a bit on the higher side for small businesses or startups. Exploring more flexible pricing options could make it more accessible to a broader range of organizations.
Reporting Customization: While the analytics capabilities are robust, some users have expressed a desire for more advanced reporting customization options. Providing users with greater control over report design and formatting would be a valuable enhancement.
Reporting Customization: While the analytics capabilities are robust, some users have expressed a desire for more advanced reporting customization options. Providing users with greater control over report design and formatting would be a valuable enhancement.
What problems is the product solving and how is that benefiting you?
Inefficient IT Service Delivery: FreshService helps organizations improve the efficiency of their IT service delivery processes. It provides a centralized platform for managing and tracking IT requests, incidents, and changes. This streamlines communication, reduces manual tasks, and ensures timely resolution of issues, leading to better service levels and higher user satisfaction.
Lack of Self-Service Options: The end user portal in FreshService empowers employees to find solutions to common IT issues independently through a self-service knowledge base. This reduces the burden on IT teams by enabling users to troubleshoot and resolve their problems without needing direct assistance, freeing up IT resources for more complex tasks.
Limited Visibility into IT Operations: FreshService's analytics and reporting capabilities offer insights into IT performance, ticket trends, and resource utilization. This enables IT managers to make data-driven decisions, identify areas for improvement, and proactively address potential issues, enhancing overall IT operations.
Manual and Inconsistent Processes: FreshService automates routine IT tasks and processes, reducing the reliance on manual intervention. This leads to more consistent and standardized workflows, minimizing the risk of human errors and ensuring that best practices are followed throughout the organization.
Difficulty in Managing Assets: FreshService includes robust asset management capabilities, allowing organizations to track and manage their IT assets effectively. This eliminates the challenges associated with manual asset tracking, reduces asset losses, ensures compliance, and optimizes asset utilization.
Lack of Collaboration and Communication: The collaboration features in FreshService facilitate communication between IT teams, departments, and end users. This promotes transparency, efficient information sharing, and collaborative problem-solving, which is crucial for resolving complex issues and delivering high-quality services.
Lack of Self-Service Options: The end user portal in FreshService empowers employees to find solutions to common IT issues independently through a self-service knowledge base. This reduces the burden on IT teams by enabling users to troubleshoot and resolve their problems without needing direct assistance, freeing up IT resources for more complex tasks.
Limited Visibility into IT Operations: FreshService's analytics and reporting capabilities offer insights into IT performance, ticket trends, and resource utilization. This enables IT managers to make data-driven decisions, identify areas for improvement, and proactively address potential issues, enhancing overall IT operations.
Manual and Inconsistent Processes: FreshService automates routine IT tasks and processes, reducing the reliance on manual intervention. This leads to more consistent and standardized workflows, minimizing the risk of human errors and ensuring that best practices are followed throughout the organization.
Difficulty in Managing Assets: FreshService includes robust asset management capabilities, allowing organizations to track and manage their IT assets effectively. This eliminates the challenges associated with manual asset tracking, reduces asset losses, ensures compliance, and optimizes asset utilization.
Lack of Collaboration and Communication: The collaboration features in FreshService facilitate communication between IT teams, departments, and end users. This promotes transparency, efficient information sharing, and collaborative problem-solving, which is crucial for resolving complex issues and delivering high-quality services.
Great help desk system
What do you like best about the product?
Fantastic support, they are always available to help.
What do you dislike about the product?
The cost is high but you get a lot of features and value for the product.
What problems is the product solving and how is that benefiting you?
Very powerful and easy to use ticket system. Great support, always friendly and prompt. Freshservice is packed full of wonderful features especially the new workspace feature.
Exceptional Helpdesk System - A Game Changer for Efficient Support
What do you like best about the product?
One of the standout features of the Freshservice Helpdesk System is its intuitive and easy-to-navigate interface. Our support team was able to adapt to the system seamlessly, and even new hires have found it incredibly straightforward to use. This has led to a significant reduction in training time, allowing us to focus on what truly matters - delivering top-notch customer support.
The ticket management system is a game changer. The ability to categorize, prioritize, and assign tickets to specific team members has streamlined our workflow and ensured that no customer query goes unanswered. The automation options have saved us countless hours by routing tickets to the right departments and providing instant responses to frequently asked questions. This has not only improved our response times but also increased overall customer satisfaction.
Furthermore, the reporting and analytics tools provided by the Freshservice Helpdesk System have proven to be invaluable. The detailed insights into ticket volumes, response times, and customer feedback have enabled us to identify trends, areas for improvement, and opportunities for proactive customer engagement. This data-driven approach has allowed us to make informed decisions that have positively impacted our support strategy.
What truly sets the Freshservice Helpdesk System apart is its exceptional customer support. Anytime we've had a question or needed assistance, their responsive and knowledgeable support team has been there to guide us every step of the way. It's evident that they are dedicated to the success of their clients and are committed to continuously enhancing their product.
In conclusion, the Freshservice Helpdesk System has transformed our customer support operations and elevated our level of service. Its user-friendly interface, powerful features, and excellent customer support make it a must-have tool for any business looking to provide exceptional support to its customers. We are extremely satisfied with our experience and would highly recommend the Freshservice Helpdesk System to anyone in need of an efficient and reliable solution for managing customer queries.
The ticket management system is a game changer. The ability to categorize, prioritize, and assign tickets to specific team members has streamlined our workflow and ensured that no customer query goes unanswered. The automation options have saved us countless hours by routing tickets to the right departments and providing instant responses to frequently asked questions. This has not only improved our response times but also increased overall customer satisfaction.
Furthermore, the reporting and analytics tools provided by the Freshservice Helpdesk System have proven to be invaluable. The detailed insights into ticket volumes, response times, and customer feedback have enabled us to identify trends, areas for improvement, and opportunities for proactive customer engagement. This data-driven approach has allowed us to make informed decisions that have positively impacted our support strategy.
What truly sets the Freshservice Helpdesk System apart is its exceptional customer support. Anytime we've had a question or needed assistance, their responsive and knowledgeable support team has been there to guide us every step of the way. It's evident that they are dedicated to the success of their clients and are committed to continuously enhancing their product.
In conclusion, the Freshservice Helpdesk System has transformed our customer support operations and elevated our level of service. Its user-friendly interface, powerful features, and excellent customer support make it a must-have tool for any business looking to provide exceptional support to its customers. We are extremely satisfied with our experience and would highly recommend the Freshservice Helpdesk System to anyone in need of an efficient and reliable solution for managing customer queries.
What do you dislike about the product?
The team need to improve on Asset Management and Mobile Functionality same as web version.
What problems is the product solving and how is that benefiting you?
Technical Issues Resolution: The IT helpdesk is responsible for resolving technical problems that users encounter while using hardware, software, applications, and systems. This could include issues such as computer crashes, software errors, connectivity problems, and more. Rapid problem resolution minimizes downtime and frustration among users, allowing them to maintain productivity.
User Support and Guidance: Helpdesk staff provide assistance, guidance, and training to users who might be unfamiliar with certain software applications or technical processes. This boosts user confidence and ensures that technology is effectively utilized across the organization.
User Support and Guidance: Helpdesk staff provide assistance, guidance, and training to users who might be unfamiliar with certain software applications or technical processes. This boosts user confidence and ensures that technology is effectively utilized across the organization.
Freshservice is simple and user friendly.
What do you like best about the product?
Ability to add private notes.
I like the Tasks/Reminders.
Canned Responses.
Like the Assets and the information it provides about the devices.
Compared to all other( i have uses atleast 8 other ticketing system), Freshservice is the best.
I like the Tasks/Reminders.
Canned Responses.
Like the Assets and the information it provides about the devices.
Compared to all other( i have uses atleast 8 other ticketing system), Freshservice is the best.
What do you dislike about the product?
Only the webversion has the hard option to close the ticket without notifying the client(has to Shift + Close).
Where as the mobile app has directly a tick option wheer we can untick when we dont want to notify client.
Where as the mobile app has directly a tick option wheer we can untick when we dont want to notify client.
What problems is the product solving and how is that benefiting you?
Freshservice keeps updating regulary with features like Tasks/Reminders, etc.. which will help us to be more productive.
And our business finding it easy to use.
And our business finding it easy to use.
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