Freshservice
Freshworks Inc.External reviews
1,295 reviews
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Service desk software that makes it really easy for users and support staff alike
What do you like best about the product?
I like that for users needing to request a support issue, the process is as simple as sending an email to a designated address and support staff get a notification that a new ticket has been raised.
What do you dislike about the product?
Whilst there is excellent reporting data available on requests closed, an average time to resolve etc. a great improvement would be to provide some real time info graphic data to each support staff user as part of their interface when working their queue.
What problems is the product solving and how is that benefiting you?
Through Freshservice, we're able to identify what areas of the business consistently encounter similar problems and look to devise a preventative strategy with which to proactively combat said issues.
Recommendations to others considering the product:
There is no substitute for user experience, you have to have a system where for users requesting support they're simply opening up a new email, typing a quick summary and concise subject and sending to a specific address, and then knowing that that's all it takes to register a support request in the queue.
Freshservice Helpdesk
What do you like best about the product?
Very easy to use, and reasonably easy to set up once you understand how it is designed.
What do you dislike about the product?
Would be nice to have more reports available on the starter package.
What problems is the product solving and how is that benefiting you?
Streamlined call ticketing and resolution system.
Recommendations to others considering the product:
Well worth trialing if you are looking for a reasonably small scale solution, with the option to expand.
Quick way to get a team organized
What do you like best about the product?
I like the intuitive UI and the rules to scan emails allows us to automatically tag them and give them a varying priority levels and assign them to correct staff.
What do you dislike about the product?
Still pretty new nothing has stood out to me yet as a negative.
What problems is the product solving and how is that benefiting you?
We use it as a project management tool that allows us to receive, organize and prioritize feedback on any of the bits and pieces of this massive project. It has allowed us to streamline user submitted request and cut down on disruptive calls.
Administration asset
What do you like best about the product?
I can administrate my asset in a wbe platform
What do you dislike about the product?
I use this service to management the asset and it working fine. I don’t have any dislike.
What problems is the product solving and how is that benefiting you?
The problem that I solving is the asset management.
Freshservice
What do you like best about the product?
Easy to use and maintain.
Great self service for end users too
Great self service for end users too
What do you dislike about the product?
Not much information/ marketing on what the new releases include.
What problems is the product solving and how is that benefiting you?
Self service portal which is easy to use and maintain
Recommendations to others considering the product:
Have a look at other customer systems to get a development idea
Freshservice is a great solution.
What do you like best about the product?
Ease of use, functionality and customer support.
What do you dislike about the product?
I wish you could add asset and inventory only accounts on the back end that can view and add inventory without paying for a whole tech.
What problems is the product solving and how is that benefiting you?
Helps us resolve issues for teachers and students in a timely fashion. We also use it to keep track of our inventory and its fantastic for noticing break/ticket trends on certain assets.
Recommendations to others considering the product:
100% recommended in the education environment.
Freshservice as the main tool for Managed & Support Services
What do you like best about the product?
The simplicity & new UI
Mobile Applilcation
API integration
SLA management & ticket control
Ease of Administration and configuration
Mobile Applilcation
API integration
SLA management & ticket control
Ease of Administration and configuration
What do you dislike about the product?
Dashboard without customazation
App Market still with few integration
Asset Management for MSP
Location Management for MSP
Agent GUI rules (frontend rules for forms with field visibility management per user)
App Market still with few integration
Asset Management for MSP
Location Management for MSP
Agent GUI rules (frontend rules for forms with field visibility management per user)
What problems is the product solving and how is that benefiting you?
Service level Agrrement Compliance and execution
Recommendations to others considering the product:
Ease of use and wuick implementation and startup
Great product
What do you like best about the product?
We like everything about the product. our customers are able to create tickets so that our IT staff is able to help assist them and be able to keep a record of it all.
What do you dislike about the product?
haven't found anything yet that we dislike.
What problems is the product solving and how is that benefiting you?
mostly just having a ticketing system
Quick and easy to setup
What do you like best about the product?
Fresh service sales & support team, they supported complete migration.
What do you dislike about the product?
not HIPPA compliance, my company is health care domain. Fresh service and their other products are not compliance. due this reason we cant use other products but we like all products expecting in future you guys will get HIPPA compliance
High price in Asset management.
High price in Asset management.
What problems is the product solving and how is that benefiting you?
business continuity & Technology availability. drastic improvement in the IT support and most of the issue we are able to resolve via Knowledge base itself.
Recommendations to others considering the product:
HIPPA compliance
Awesome piece of software that is extremely easy to use.
What do you like best about the product?
The automated reporting is very helpful when presenting board reports. The speed of the emails that users and technicians use for notifications are exceptional. There isn't any delays. The iOS app is brilliant. It is fast and easy to use. I love the pop-up notifications each time a user or a tech makes a change or replies to a ticket. This is extremely useful for keepin track of tickets on the go.
What do you dislike about the product?
I have not come across anything to dislike thus far. The software is easy to use and the user do not experience any difficulties logging requests through either the portal or via email.
What problems is the product solving and how is that benefiting you?
I am streamlining the ticket logging with regard to IT Support and capturing the company's inventory. I am also changing the way that the IT department is being billed by the various business units by creating a charge back for IT incidents resolved by techs.
Recommendations to others considering the product:
If you are migrating from either another software vendor or from a different plan fro example, fresh service to freshdesk, always engage the freshservice support team. They are friendly and will be more than willing to assist with data migrations.
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