We use the solution primarily for ITSM, but also in the capacity of ESM. It incorporates ITIL elements such as changes, problems, asset management, and ticketing, which is the main concept in use.
Freshservice
Freshworks Inc.External reviews
1,295 reviews
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Process-oriented efficiency and effective ticket automation while eliminating extensive triage
What is our primary use case?
How has it helped my organization?
The solution facilitates a transition from an organizational structure that is function-based to a process-oriented approach. This improves efficiency in ticket routing and eliminates the need for extensive triage.
What is most valuable?
The most valuable features include ticket routing, automation in triage, data control, and flat licensing. It allows for customization and offers a broad feature set.
What needs improvement?
I experienced some delay in response time for non-function critical queries. Moreover, there's limited experience with the CMDB or asset management features.
For how long have I used the solution?
We implemented the solution approximately four years ago.
What do I think about the scalability of the solution?
I have not had any real experience scaling with this solution.
How are customer service and support?
The customer service is satisfactory, though there might be delays in response for non-critical issues.
Which solution did I use previously and why did I switch?
We compared this solution with others in terms of feature comparison, licensing, and scalability.
How was the initial setup?
The initial setup is very easy, especially if the external components and organizational structure are pre-defined.
What's my experience with pricing, setup cost, and licensing?
The solution offers flat licensing and appears to be cost-effective.
Which other solutions did I evaluate?
We evaluated Halo and compared it for feature capabilities and customization.
What other advice do I have?
None of my personal information should be published, and my comments should remain anonymous under GDPR regulations.
I'd rate the solution eight out of ten.
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
It gets the job done
What do you like best about the product?
It will get the job done. It is easy to use, easy to customize, and the user interface is simple and intuitive.
What do you dislike about the product?
The support is so so. Also you cant set complicated automations, and sometimes the organization can get a bit clunky if you are trying filter for very granular details.
What problems is the product solving and how is that benefiting you?
Creates simple single pane of glass to manage all IT requests.
The Ideal IT Helpdesk Solution
What do you like best about the product?
The new modern UI is very attractive and easy to use. I also appreciate the updated Asset Life cycle Management feature, which is especially helpful for IT professionals like me to manage the complete life cycle of assets from procurement to disposal.
What do you dislike about the product?
The procing gets a bit expensive going forward and also the mobile app lags a lot. These areas can be improved a little.
What problems is the product solving and how is that benefiting you?
It streamlines the ticketing issues as IT sometimes lost the way tracking their tickets without this tool and help in reduceing response time and ensures relevant team gets directed to the issues.
It also improves the SLA ensuring good customer satisfaction.
It also improves the SLA ensuring good customer satisfaction.
Streamlined our IT service management
What do you like best about the product?
- Onboarding and offboarding web forms
- Intuitive interface and automated workflows have reduced our resolution times significantly.
- A significant leader amoungst there competition
- Look a feel is very easy to use.
- Intuitive interface and automated workflows have reduced our resolution times significantly.
- A significant leader amoungst there competition
- Look a feel is very easy to use.
What do you dislike about the product?
- When requesting for feature, one doesnt hear anything from support after requested. Its as if the request disappears
- When asking for support, you are requested to find an available Calendy slot with an engineer, its usually a day later. Makes it difficult if you need support ASAP.
- When asking for support, you are requested to find an available Calendy slot with an engineer, its usually a day later. Makes it difficult if you need support ASAP.
What problems is the product solving and how is that benefiting you?
- Onboarding and offboarding staff.
- Change Management
- Incident Management
- Release Management
- Inventory and Software management
- Change Management
- Incident Management
- Release Management
- Inventory and Software management
Transition your ITSM system to Freshservice seamlessly
What do you like best about the product?
Easy to manage
Easy to setup
license cost is worth for the features and services offered
Amazing support
Easy to setup
license cost is worth for the features and services offered
Amazing support
What do you dislike about the product?
Project Management Module can be made better
What problems is the product solving and how is that benefiting you?
Operations Management
Easy to integrate. covers most ITSM needs.
What do you like best about the product?
Easy to use, implement, and integrate. covers most ITSM needs. Support is OK. Out business uses Freshservice very frequently for tickets and automation.
What do you dislike about the product?
Lack of some features. Support is always very responsive but sometimes resolves issues too quickly.
What problems is the product solving and how is that benefiting you?
Freshservice provides the It agents great visabilty into active tickets. The canned responses is a great feature to speed responses.
We also use Freshservice workflows heavily to update out HRIS and ITAM (we do not use the built-in ITAM)
We also use Freshservice workflows heavily to update out HRIS and ITAM (we do not use the built-in ITAM)
A seamless transition to a well developed ITSM
What do you like best about the product?
We enjoy the number of features within FreshService that makes this well-rounded ITSM.
What do you dislike about the product?
The reporting features are not well developed. There are a lot of basic reports that we use to run from our previous help desk system that we are unable to do within FreshService. E.g. report against a contract number to see the associated/linked assets. In some ways, the reporting is overcomplicated.
Most of our reports required from management are needed in list/table view and are required to be exported in excel format rather than in the view of widgets and charts.
Most of our reports required from management are needed in list/table view and are required to be exported in excel format rather than in the view of widgets and charts.
What problems is the product solving and how is that benefiting you?
Asset discovery/management. By using the Discovery Probe we can now ensure we haven't missed any devices when manually importing them into FreshService. The data captured by the discovery probe such as the last logged in user is also extremely useful when coming up to End Of Lease so that we can view where the device is for easy replacement.
Great Experience - Makes Life way eaasier
What do you like best about the product?
Very easy and great user experience overall.
What do you dislike about the product?
Workflows fail sometimes and too many conditions.
What problems is the product solving and how is that benefiting you?
More UX.
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