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A solid choice that is worth considering
What do you like best about the product?
Freshservice is straight forward to use and fairly easy to set up, meaning that you don't need to spend months trying to get usage out of the product. We were using it live within 30 days of purchase.
What do you dislike about the product?
FreshService has some rough edges that I wish were polished out some. The analytics/reporting is a bit clunky.
What problems is the product solving and how is that benefiting you?
We use Freshservice across our global operations, both as an IT service management (ITSM) and IT asset management (ITAM) tool, and as a ticketing system for multiple business departments. For IT, it helps us keep track of incidents, service requests, and assets in one place, making it easier to stay organized and respond quickly. The asset management side is a huge help for tracking hardware, software, and licenses across different locations, especially when it comes to audits and renewals. Other teams like HR, Facilities, and Finance also use Freshservice for handling internal requests. Having everything in one system makes it easier for employees to get the help they need without bouncing between different tools. Plus, the reporting features give us a clear view of service performance across teams. Overall, Freshservice helps keep things running smoothly, improves response times, and makes life easier for both our IT team and other departments.
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Ein effizientes und benutzerfreundliches ITSM-Tool für modernes IT-Management
What do you like best about the product?
Freshservice ist unglaublich vielseitig und bietet Funktionen für nahezu jeden Bedarf. Wir nutzen es tagtäglich und schätzen besonders, wie einfach sich bestehende Dienste und Systeme dank der vielen verfügbaren Schnittstellen anbinden lassen. Trotz des großen Funktionsumfangs bleibt es relativ einfach zu administrieren, und der Kunden-Support ist hervorragend – schnell, kompetent und immer lösungsorientiert.
What do you dislike about the product?
Ein kleiner Nachteil ist, dass die initiale Einrichtung in komplexeren Szenarien etwas mehr Zeit erfordert, da manche Funktionen oder Einstellungen etwas versteckt sein können. Dies ist jedoch eher ein einmaliger Aufwand und hat keinen Einfluss auf die langfristige Nutzbarkeit.
What problems is the product solving and how is that benefiting you?
Freshworks ermöglicht es uns, Probleme aus verschiedenen Unternehmen oder Abteilungen zentral zu erfassen, effizient zu bearbeiten und nachvollziehbare Lösungen bereitzustellen. Mit den umfangreichen Analyse- und Berichtsfunktionen können wir Muster erkennen und proaktiv Verbesserungen einführen.
Best in solving the issue with the tickets
What do you like best about the product?
Search according to the tickets. customer support is good
What do you dislike about the product?
All features are good but the access parts should me more smooth
What problems is the product solving and how is that benefiting you?
Solving the issue of software via ticket
A great tool for managing customers and sales
What do you like best about the product?
What I like most about Freshworks is how easy it is to set up and use, with automation that integrates seamlessly with your email and chats.
What do you dislike about the product?
The limited customization for more complex workflows. It’s great for basic needs, but, it can feel restrictive if you have very specific requirements.
What problems is the product solving and how is that benefiting you?
Freshworks solving the problem of juggling too many tasks at once. It automating customer support and follow-ups, so I don’t have to do them manually. It also brings everything—like emails and chats—into one place, making it easier to stay on top of things. This saves me time and helps me run my business more smoothly without getting overwhelmed by the small stuff.
Easy to use with good level of customisation
What do you like best about the product?
Good product support and continuous monthly feature updates
What do you dislike about the product?
Some open action items still haven't been implemented.
Steep learning curve for integration with other products.
Steep learning curve for integration with other products.
What problems is the product solving and how is that benefiting you?
IT Asset management; It has helped us understand underlying service issues with some of our devices to that we can make better decisions when procuring replacements.
Freshservice to track and work on service requests
What do you like best about the product?
We are using Freshservice to integrate and work on service requests both for internal and external teams and easily track the requests and see that it is being handled by the relevant and right team.
What do you dislike about the product?
The user interface can be more professional as well as ease of integration and wider integration option can be benefiecial.
What problems is the product solving and how is that benefiting you?
We are managing the service request of internal and external teams for things like IT related or non IT related like HR or other employee benefits that may be required from time to time by the employees. This integrates very well with other internal tools we use and becomes very efficient overall for the organization.
Flexible and easy to use
What do you like best about the product?
Freshservice offers a wide range of functionalities designed to streamline IT operations. This also makes it a good solution for B2B support.
It has a user-friendly interface and allows customization without a large use of external consultants.
Premium support is very good, with a dedicated team of support, arcitects, product specialists and more available on short notice included in the service.
It has a user-friendly interface and allows customization without a large use of external consultants.
Premium support is very good, with a dedicated team of support, arcitects, product specialists and more available on short notice included in the service.
What do you dislike about the product?
No major downsides, but products B2B functionalty/focus (Portal as an example) need some improvements to get at the same level as the ITSM side.
What problems is the product solving and how is that benefiting you?
Freshservice supports our B2B software support. Usage helps us both to deliver a better service and to ensure that nothing are "lost".
Review for Freshservice
What do you like best about the product?
Freshservice has a default template when creating a new task or user story. Also we use the analytics chart for stories breakdown by user and burnt down charts are very effective. We integrated freshservice with slack and outlook so whenever there is an update on the ticket, the watchers will be notifiied and take action immediately.
What do you dislike about the product?
I feel like complex workflow automation like assigning a task to next user based on the bandwidth is not possible. This is dine manually by verifying the scope of each user on the board. Also, mobile app does not support all the desktop features.
What problems is the product solving and how is that benefiting you?
We use freshservice for tracking our project management. Stories creation and tasks for access requests are all created under the project board and tarcked based on the user including the story points. We integrated Freshservice with slack and outlook so whenever there is an update on the ticket all the watchers and assigned users will be notified directly thru slack and outlook. The tool is pretty self explanatory and easy to navigate even for a first time user.
Review for Freshservice
What do you like best about the product?
Freshservice is easy to use and there is a lot's of feature that improve my work.
What do you dislike about the product?
there is nothing major dislike about it.
What problems is the product solving and how is that benefiting you?
when ever i faced any issue will raised a ticket on it and help me as well it person to cordinate with each other.
Ticket and asset manage
What do you like best about the product?
It make task easy to raise ticket and amanage the asset and easy to implement and support is best
What do you dislike about the product?
reporing is not good, need to make some improment
What problems is the product solving and how is that benefiting you?
fresh service is making our task easy and we can manage our asset
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