Freshservice Reviews

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

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

Easy-to-use interface, great for ticket tracking and efficient team collaboration.

Reporting features could be more robust, and it lacks some advanced customization options.

It is easy to use and i like the workflow automator

Only indian support not able to understand them good

The capabilities of this ticketing solution are incredible.
Freshservice is easy to use and flexible.

I do not have dislikes for Freshservice.
Freshservice works so well for us.

focus on simplicity and ease of use
customization options

the discount policy which stipulates that one cannot get a discount if the user number is less than 20 user.

this toll is very easy to use and manage

in my 12 months of use, none so far that I don't like

I like that it houses best IT management features
It makes IT ticketing easy
It is very helpful as a help desk

So far no issues with Fresgservice. It has been really instrumental.

Freshservice is how we submit requests for assistance to our IT department. It is extremely user friendly, and the department was able to create solutions that employees could search (like FAQ's) to troubleshoot their own issues prior to submitting a ticket. Once a ticket has been submitted, the IT employee receives an email and is able to respond via that email, shortening response time. Tickets are also able to be sorted/filtered easily, making everything feel organized. Personally, I always dread having to bother IT as I'm sure they are kept busy, so I was grateful the process seemed streamlined for them (from a non-IT perspective.)

Luckily, I have not yet had many issues requiring me to submit IT tickets, so cannot say I have experienced a negative.

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.

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 contained the features and ability to meet our help desk, ticketing, and purchasing needs.

Time Tracking and Interface to Billing System(s)

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

the inability to register certificates and certain operational activity

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.

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

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.

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!

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.

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

The ability to log tickets and assign tickets to users and also get notifications soon a ticket is updated with new information

I'm not able to edit my message on a ticket after it has been sent

It’s a great package to manage service desk tickets, problem management and change management. Easy to create and modify workflows.

It’s a great tool but a little pricy. Administrators need a thorough training to leverage all its features.

Freshservice has most of the features you need. It's customisable and expensible to a point which allows for other features to be added.

Some of the UX can be frustrating. The search is very lacking and often doesn't find the results you need. The "Solutions" feature for knowledge management is quite basic and can be frustrating to use.

the capability to search and highlight the important details of the device found withing the local area network.Its even provide the status of the device.

Once we move on, was not an easy application to uninstall. Was stuck to many computer in our office like glue.