Freshservice Reviews

Solid, Reliable Ticketing Tool for our Marketing Function

Pros:

Great ticket-management tool for our Marketing function. 40+ users.

Cons:

As an IT-ticketing-borne tool, it does not always cater to the needs of a Marketing team. For more sophisticated Marketing planning, collaboration and reporting, we have now started using Freshservice.

Freshservice can help you work more efficiently.

Comments: If I have to make a new system choice today, I would choose Fresh again.

Pros:

In Fresh, the company can achieve a comprehensive ticket management solution. It's enjoyable to work in Fresh. It's educational, visually appealing, and helps us in our operations to deliver to our customers.

Cons:

Some of the requests we've made take time to be incorporated into the Fresh roadmap.

Freshservice has made managing IT requests a breeze. Highly recommended!

Pros:

The user-friendly interface and automation features have saved me time and effort.

Cons:

I wish the reporting and analytics capabilities were more robust. Some additional customization options would be helpful too.

Most Comprehensible Ticketing System

Comments: FreshDesk is the first and only ticketing system our company is utilizing and it has made handling user requests so much easier. The workflow feature helps to easily divide tasks between IT staff.

Pros:

Freshservice really streamlines both the end user and IT experience. Even the least advanced users find it easy to submit tickets, and the layout is simple and comprehensible. The leaderboard and achievements features allow IT staff to evenly distribute workload as well as give users an incentive.

Cons:

I have no dissatisfaction to report with Freshservice.

Great ITSM for Small team

Pros:

We use Freshservice in a small team and it works great for us. It is very easy to use. It provides all ITSM requirements. Overall it meets our requirement in IT, security and accounting team.

Cons:

So far we are happy with the product and don't have anything to dislike about it.

Manage your IT Service Desk, Freshservice gets it done

Comments: Great! IT Service Management has become lot easier with freshservice.

Pros:

Ease of use, cross platform compatibility, multiple channels of support available.

Cons:

Needs to be more flexible and feature rich in work automations and customized fields.

Great standard feature Set on the whole, but new features seem to lag behind their FreskDesk system

Pros:

The ticketing system is really easy to use, with lots of options for workflow automations and ticket management. The app marketplace is great for extending the functionality.

Cons:

FreshService seems more like a new branching out for the company, with a complete set of tools, but lacking refinement in a lot of places. There are also odd quirks like Discuss feature button being available, even though the Discuss feature doesn't work on FreshService yet.The mobile app is a bit of a let down, as it doesn't have a dashboard like the main site which makes it much more tedious to lookup ticket queues.The Notification spam through the app is terrible, pinging each notification one at a time to the phone, which is especially annoying when it sends over 30 notifications and doesn't group them.The system has some other weird quirks, like sorting a list can only be saved when you also make a change to the filter for the list. Another issue is that there is a blur effect on the title text that doesn't always go away when scrolling back to the top of the page, resulting in some text looking very soft and fuzzy

Freshservice is a real IT service

Comments: Good tool to implement not only in IT infrastructure but also to other deparments

Pros:

Collobration of tickets and task in incidents and tickets

Cons:

Transferring of tickets from one instance to another instance

Gets the job done

Pros:

Easy to use and performs basic tasks well

Cons:

Not good for inventory management, missing some features

Good Tool!

Comments: Overall though, Freshservice is a very mature platform for change management and IT ticketing, so there really isn't anything much to complain about.

Pros:

They had a very solid API that you can access and write a wrapper around to automate ticket handeling.

Cons:

Some of the pagination features in the API were limiting and the enterprise addition requiring money for extra seats was expensive at times.

Review for Freshservice

Comments: Received user issue over ticket and provide solution and this will reduce time.Incident management, ticket prioritization, dashboard and SLA policy is most impactfull.

Pros:

API, access control, activity dashboard, activity tracking, speeding up resolution times, improving access to systems, escalation, notifications, streamline service management across all business lines in an enterprise, SLA are the most impactful features and it is very easy to use.

Cons:

As an user nothing found bad about freshservice while services are very good and it help us to provide solution at once place for all users. No integration with other business process.

FreshService - Essential for Ticket Management and ITSM

Comments: Change and Release Management have simplified and reduced the number of issues we have had as a business.One of the main benefits is the reduction in work duplication, using ticket assignation we have reduced the possibility of duplicating workloads across the teams.

Pros:

Ticket Management and Change Management are the two areas i appreciate the most. Over the years we have engaged with the Fresh Service support teams and community forums to provide feedback - which has been listened to and implemented in future updates.

Cons:

The alert management profiles and rules could do with an overhaul - at the moment we are having to setup multiple alert rules against a single Alert profile based on the content of the alert.Would be great to generate alert rules based on If / Or / And Statements.

Freshservice

Pros:

The ease of use and flexibility of the product is what makes this a great product to use. The customer service is also very efficient with any issues we may have.

Cons:

The asset management interface could be improved.

A Powerful and Flexible Ticketing System for Any Organization

Comments: My overall experience with Freshservice has been positive. I have found it to be a user-friendly, flexible, and scalable helpdesk solution. The features and integrations are powerful, and the reporting engine is great for tracking the performance of your IT service delivery. The customer support is also excellent.

Pros:

Freshservice is very easy to use, both for IT admins and end users. The interface is clean and intuitive, and the documentation is comprehensive. Freshservice has excellent customer support and they respond to issues/queries immediately.

Cons:

The customization options can be a bit overwhelming, especially for new users. The reporting engine is bit slow, especially for large datasets.

Freshservice makes managing IT tickets a breeze, it's so easy to keep track of everything!

Pros:

The interface is user-friendly and the automation features save me a lot of time.

Cons:

I wish the reporting capabilities were more customizable and the mobile app could use some improvements.

The workflow very rigid

Pros:

The integration too rigid and unfriendly do not have confident to perform the integration

Cons:

The workflow very rigid do not robust enough for customer to configure to handle customize organization workflow do not have proper implementation notification to customer. Only take action when error report by customer

freshservice

Pros:

Freshservice user interface was very easy to use and the functionalities meets our use case

Cons:

the inability to register certificates and certain operational activity

Insight from my Freshservice Experience

Pros:

Fresh Service is neat and easy to navigate. When it comes to the ticketing system, you have various options to work with and can link it to other modules.

Cons:

We could not create a custom place holder that we can use on canned responses, workflow, etc.

Easy App To Use as a Help Desk

Pros:

Feature to create ticket for a problem in the system and overall check with all the customers.Customers can create ticket for us to attend easily and help them.

Cons:

All the features that i would want in a help desk app is available with Fresh Service.

Efficiency Unleashed: A Game-Changer with Freshservice

Comments: It helps me alot! Overall very positive.

Pros:

Easy Ticket management, user friendly good Layout

Cons:

Initial setup and customization took some time to grasp

Create the support system that fits your organization!

Pros:

Freshservice is a wonderful service management product! We use it for handling all our tickets and service requests. It differentiates between incidents and service requests so you can create a whole catalogue of hardware/software items that users can request. You can add approval requirements to these service requests and can create custom workflows to automate certain processes for incidents and requests.

Cons:

The Project Managment module is a little underwhelming. Feels a little underdeveloped and the visual interface and functionality fells somewhat lacking. We use the Kanban method of project management and Freshservice doesn't give us the ability to manage projects using that method. It uses lists and gantt charts. However, and a service desk management tool it is great!

Powerhouse for IT service management

Pros:

Ingenious ticketing system, comprehensive feature set, and top-notch customer support.

Cons:

Steep initial setup, complex rules management, and occasional performance hiccups.

Review of a service desk user of Freshservice

Comments: I use Freshservice to report problems, ask questions (especially connectivity questions) and request access to systems and files and it has never let me down yet.

Pros:

Simplicity of use. I am a non techie and I found it easy to use within my organisation

Cons:

I don't think there is anything I would like to see added as it would detract from the simplicity of use

Easy to use and deploy ITSM tool for any organization

Comments: Overall features in Freshservice are good compared to other ITSM tool in my previous organization. It's simple and user friendly interface. Requester able to log a ticket with few simple steps.

Pros:

I have little knowledge on configuring ITSM and with the help from Freshservice support, I'm able to pick the knowledge fast and able to roll out certain features immediately. Very friendly user interface.

Cons:

When transition from Freshservice to Freshwork, there are few features are not available, hence limiting the configuration on Requester page. For instance Requester, there's no Location and Department field in FreshWorks Users. I would suggest a thorough testing on the field mapping be done before transition, e.g. Timezone was not done properly. Without the Location and wrongly mapped timezone, Agents and Administrator having a challenge to identify the Requester.

Feedback on Freshservice FSP

Comments: Good, happy to use with some modifications.

Pros:

Ticket management, permissions, flows, analytics

Cons:

List of project codes old mixed with new - unable to remove old - as mentioned before. Due by feature not working well Some improvement in analytics