Freshservice
Freshworks Inc.External reviews
1,295 reviews
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FreshServivce Helping us to improve customer relation
What do you like best about the product?
The UI and customisation is very user friendly, Self-service portal
What do you dislike about the product?
The restriction on what does appear on the portal or not.
What problems is the product solving and how is that benefiting you?
The ease of how we handle tickets
Efficient, easy and unique ticketing system
What do you like best about the product?
Not only does it look very modern, it is very sleek, efficient and user friendly. It is an amazing tool and is perfect for our business.
What do you dislike about the product?
Nothing so far, the tool is easy to use and is amazing so far.
What problems is the product solving and how is that benefiting you?
Approval Processes, New Starter Forms, Inventory list for assets, Contracts, Service Catalog.
Recommendations to others considering the product:
Perfect tool to utilise, great features and very easy to use as well as implement. Solutions are easy to setup.
Best internal help desk tool for small to medium sized companies
What do you like best about the product?
Easy to use GUI, great customizability on most modules. Easy to use reports. This tool is a lot more effective for internal help desk use compared to general purpose help desks that are typically designed with external customers in mind.
What do you dislike about the product?
Asset management module still needs work to be fully customizable. A lot of things like pre-built categories can't be changed from defaults. A lot of default fields also can't be removed, thus creating unnecessary clutter when you want a simple asset system at a smaller company.
What problems is the product solving and how is that benefiting you?
A lot more effective at managing internal IT help tickets compared to Zendesk or other products that are designed to service external facing customers (Freshdesk is this company's external facing help desk tool). Plus there are many additional helper modules for managing contracts, assets, etc. Makes running IT Operations with one tool a lot more effective.
Freshservice also does not overwhelm you with ITIL unlike some of the more complicated enterprise offerings, and you can slowly introduce pieces of it as you grow the company. User interface and customizability are great and require little to no training for employees to pick up.
Freshservice also does not overwhelm you with ITIL unlike some of the more complicated enterprise offerings, and you can slowly introduce pieces of it as you grow the company. User interface and customizability are great and require little to no training for employees to pick up.
Recommendations to others considering the product:
To me it's the best product out there if you need an INTERNAL facing help desk with ITIL functionality.
Fun and very easy to use and customize
What do you like best about the product?
The customisation you can do to your portal. make it exactly what you need.
What do you dislike about the product?
At the moment not much. I had to resize the page in Chrome to see all my tickets on the home screen but that was easily fixed.
What problems is the product solving and how is that benefiting you?
Making it simpler for users to use, making it easier on us as the service desk and the user.
Recommendations to others considering the product:
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A for Freshservice
What do you like best about the product?
I love the ease of submitting and organizing tickets.
What do you dislike about the product?
It's difficult to integrate into other teams.
What problems is the product solving and how is that benefiting you?
We are making the process of reporting incidents much more efficient.
Not bad for a ticketing system
What do you like best about the product?
I like the ability to let me IT team know I am having an issue and they can easily solve it by assigning it to the correct person.
What do you dislike about the product?
I haven't gotten too far into Freshservice, but we have been looking into it for our ticketing system, and I think on that front it may be challenging to assign and keep all of the tickets straight for our particular team structure.
What problems is the product solving and how is that benefiting you?
The issue of it possibly not working for the marketing team. I have realized it is a great way to interact with IT and helps to ensure someone will see my ticket and resolve it as quick as possible.
Recommendations to others considering the product:
Make sure if you are purchasing for an entire company and multiple teams to use that it will support all of the different team structures. It may work great for one team, and barely at all for another. It may not be a one size fits all product.
Improved our Department Image in a fastest way ever
What do you like best about the product?
Flexibility and ability for developing more
Clear Roadmap started to be here
Clear Roadmap started to be here
What do you dislike about the product?
A couple of limitations However we believe it's under development
What problems is the product solving and how is that benefiting you?
Information Technology related problems (Voice, Network and Servers infrastructure)
We've benefited from the system applying ITIL Standards within the company which greatly enhanced the communication between the IT Department and end users
We've benefited from the system applying ITIL Standards within the company which greatly enhanced the communication between the IT Department and end users
Solid ticket system and more
What do you like best about the product?
the best it's the simple integration with gsuit, you can setup and running in minutes, great product
What do you dislike about the product?
nothing to complain, freshservices goes in good direction.
What problems is the product solving and how is that benefiting you?
IT requirements.
Best option for the Out of the Box ITSM Suite
What do you like best about the product?
User Interface as well as the features in the system. They have boiled down to the essentials but without cutting any corners. The strength is that you cannot mess things up with customization from 3rd party consultants etc who always seems to be involved in ITSM implementation. The change of tool is more a change of way of working and not so much how to categorize tickets and defining the right priority.
What do you dislike about the product?
The only thing I dislike is the reporting on Service Level, you can do reports on incidents on assets but not as deep as I would like it to. It can be handled with integrations and a upcoming BI solution though.
What problems is the product solving and how is that benefiting you?
We needed to implement a Service Desk and they needed a Ticket Tool. I come from a background where I know the importance of knowing your Assets and CI's and how vital that is for Incident, Problem and Change so we killed two birds with one stone by doing the implementation with
Recommendations to others considering the product:
It is almost impossible to mess things up with this product. I often say it is the IPhone to the other ITSM tools Android. You cannot mess up the setup as with an Iphone, sliders for on-off and easy to configure discovery and inventory. Make sure your AD is updated before synchronizing users, not Freshservice specific though.
Exceptionally Great product even at the Sprout (Free) Plan
What do you like best about the product?
Freshservice's Sprout plan is a MAJOR help to my small business as I'm still in the very early stages of building my business and clientele. I needed a feature-packed ticketing system that would give me all of the ticketing system tools I needed to bootstrap my IT support business. Having access to 3rd party tools via App Integrations is also a huge help to streamlining my workflows so I can spend more time working for my clients instead of having to fuss around with "processes/workflows". The biggest benefit I see is long-term, as my business grows, I'll be able to get the additional features that a larger organization will need without having to 'jump ship' to another software platform. I'll be able to just bump up the licensing plan.
What do you dislike about the product?
I really wish that Freshservice's Sprout offering had built in time-tracking, I know that the next license plan includes that feature and many more, but I'm currently unable to pay for the licensing at this time. I can also see that if Freshservice's team enabled time-tracking in Sprout a lot of small businesses might not have a need to purchase the first paid license plan. Which is unfortunate as the team behind Freshservice definitely deserves something for this awesome software, and Thank you for providing a free tier option in the first place!
What problems is the product solving and how is that benefiting you?
I have used quite a few other major ticketing systems that are out there when I was working for other IT companies. Some software's include: Service Desk Plus, Kaseya, Connectwise, Spiceworks help desk, Atera, Salesforce, & Jira Cloud. I think that Freshservice nails it by offering the best features-to-price ratio. The core benefit for my use case is that I need a ticketing system for my business, Freshservice offers the best one (IMO) that starts free and scales to meet business needs.
Recommendations to others considering the product:
If you're in the market for a great ticketing system with tons of out-of-the-box features and the ability to add more with a few mouse clicks; definitely give Freshservice a spin. You can test out about 85% of the features that are "core/necessary" to/for any production ready ticketing system for free. There is an optional trial that you can use to work with the remaining 15% of the "core" features Freshservice's free plan doesn't support.
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