We use it for our case management solution, knowledge-based repository, and for service delivery case management as well.
Freshservice
Freshworks Inc.External reviews
1,295 reviews
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and
External reviews are not included in the AWS star rating for the product.
robust tool for IT
What do you like best about the product?
I like Freshservice’s intuitive interface because it makes navigating and managing IT tasks straightforward. Its user-friendly design streamlines ticketing, automates repetitive tasks, and provides clear visibility into service performance, making it easier to handle IT issues efficiently.
What do you dislike about the product?
One of the main drawbacks of Freshservice is its limited customization options compared to some other IT service management tools. While it offers a range of features, there are constraints on how extensively users can tailor certain elements to meet very specific organizational needs. For instance, while you can create custom fields and modify workflows, there might be limitations in adapting certain aspects of the interface or functionality as flexibly as you might with other platforms.
What problems is the product solving and how is that benefiting you?
Freshservice solves the problem of managing IT issues by centralizing ticketing, automating routine tasks, and improving team collaboration. It benefits users by streamlining workflows, reducing manual effort, and enhancing service efficiency, leading to faster issue resolution and better overall productivity.
Perfect IT Sollution
What do you like best about the product?
The fresh service toll is helpfull for the day to day desk management, the scheduler feature is awesome where we can set the auto creation of service request to perfom certain task. change manement incuding the CAB
What do you dislike about the product?
none of the limition as of now, it covers all the requirement what we need,
What problems is the product solving and how is that benefiting you?
Fresh Service helping our service request flow very smooth for the operation, we are using the change management module for the changes it may cover all the part that require for the process, we can very well define the priority, criticality as well as CAB. asset managment module is also very usefull to keep proper track of assets
All over Admin Solution, Problem Solver
What do you like best about the product?
Ticketing Tool, Change Management, Approval Process, SLA Management
What do you dislike about the product?
Limitation like unable to apply all required modification
What problems is the product solving and how is that benefiting you?
All kind of users request
User Helpdesk
What do you like best about the product?
Ticketing system and support, asset managment, admin dept tickets
What do you dislike about the product?
there are some limitation while modifing the home page as require
What problems is the product solving and how is that benefiting you?
User request for noramal day issues, and we can guid them properly with the freshservice tool
FS review
What do you like best about the product?
Ticketing canned response, workflow automator etc
What do you dislike about the product?
Less integration mostly paid orchestran plugins
What problems is the product solving and how is that benefiting you?
We use it for our internal IT ticketing system. Its easy to integrate with gsuite to file email sourced ticket trigger etc.
Integrations available with third parties and easy to use
What is our primary use case?
What is most valuable?
I like that a lot of integrations are available with third parties. Another one would be ease of use. It's very handy and very easy to use.
The change management feature of Freshservice is very useful, handy, and easy to adapt to your needs. We use it for all of our change management.
It has an AI add-on called Freddy, and it's really good. It's really pretty good for what it is meant to do. There are improvement areas for it.
For instance, it has a feature for analyzing similar cases, but you cannot give feedback to let it know which case is indeed similar or which is not. But for what it is meant to do, it does a pretty well job.
What needs improvement?
There are requirements, not only from our side but from different users worldwide. I work with some community groups worldwide, and we have been placing several requests.
So, there are a few areas of improvement for this solution, like enhancing reporting for project management, which is also a feature it has, and some others.
For how long have I used the solution?
We work on a daily basis with Freshservice from Freshworks.
We have been using it for almost four years. Three years on the app.
What do I think about the stability of the solution?
So far, we have not had any issues with stability. It works pretty well.
What do I think about the scalability of the solution?
The scalability of this solution is very impressive. You can increase the usage, data types, and other stuff. So, it's very handy.
How are customer service and support?
The support is great.
Which solution did I use previously and why did I switch?
Other solutions we use include Zoom and HCL Domino. That's our daily use. We, of course, work with Microsoft Office and other stuff, but those are the main ones we work with on a daily basis.
How was the initial setup?
The complexity of the initial setup depends on your needs. It can be complex, but more than complex, it's long. It's a long process. It could be pretty straightforward, but it can be long.
So, depending on your internal needs, it might turn out to be complex. It took us four months to deploy it, from the very beginning to the end.
It is very resourceful. It has a lot of resources. In order to maintain it, there is a very vibrant and active community that I work with. So that makes maintenance easy. They have several support options for maintaining it. So, it's very simple to maintain.
What about the implementation team?
I subcontracted a third party, a partner, to implement it.
What was our ROI?
The return on investment is good.
What's my experience with pricing, setup cost, and licensing?
We're on the pro model and the pro license.
It is kinda expensive. There are several licensing options. We don't use the higher license model, which is very, very expensive. So, there are three options, but they are limited, as with many solutions. But the full, complete solution is very pricey.
What other advice do I have?
Overall, I would rate it an eight out of ten. There are a few improvement areas, but it is pretty good. Again, we use it on a daily basis. We love what it does, but there is always room for improvement.
Perfect Support Solution
What do you like best about the product?
I like the flexibility and easy to create automations and workflows.
What do you dislike about the product?
Finding something negative other than direct integration with services like ZenDesk is hard. Not all our external partners use FreshService, but I would like to integrate directly into the other ticketing system they use.
What problems is the product solving and how is that benefiting you?
Aggregation and correlation of issues
Review of freshservice
What do you like best about the product?
they provide very good customre support.
What do you dislike about the product?
there is nothing major dislike about freshservice.
What problems is the product solving and how is that benefiting you?
when ever i face any issue releted to it, it will helpfull to raise a ticket on portal.
Review of freshservice.
What do you like best about the product?
it's ease to use there is a number of featuers.
What do you dislike about the product?
there is no major dislike about it, it's esay to use
What problems is the product solving and how is that benefiting you?
we raise a ticekt on freshervice and it's esay to highlite probleam and fresherservice help us on it.
Ticketing for the win
What do you like best about the product?
Easy to use, it is fast compared to other ITSM apps.
What do you dislike about the product?
There are uncustomizable features such as the service alerts and other reporting features.
What problems is the product solving and how is that benefiting you?
solving problems in collating all incidents tickets in one GO very efficient particularly in extrating reports.
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