Freshservice

1250 Bayhill Drive, Suite 315, San Bruno,, CA 94066, San Francisco, United States
http://freshworks.com/freshservice
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3.50
Based on 20 Reviews

5

45.00%

4

5.00%

3

20.00%

2

15.00%

1

15.00%
About Freshservice

Freshservice is a cloud-based service desk and IT service management (ITSM) solution that currently serves more than 20000 SMB, mid-market, and enterprise customers worldwide. Freshservice is designed, using ITIL best practice, to help IT organizations to focus on what’s most important – exceptional service delivery and customer satisfaction. In addition to supporting their service desk and ITSM needs, these customers choose Freshservice based on ease to use, speed of setup, customer service, and affordability. Freshservice has an intuitive UI, is effortlessly configurable and customisable to meet customers’ exact requirements, and is easily integrated with other business and IT systems. Native integrations with a number of popular cloud services such as Google Apps, Dropbox, AWS, and Bomgar also speed up deployment and reach. Freshservice is part of the Freshworks product family, whose products include Freshdesk Customer Support Software, Freshsales CRM Software etc. – with more than 150000 customers worldwide.

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Mike Stevens
GB

Absolutely dumb Absolutely dumb. The platform does not have a 'compose' button to initiate a conversation with a customer. Said again, you cannot simply click and text a customer, you cannot START an email with a customer.. you just can't do it. They say it's designed as a 'reply only' platform but if someone calls in and you need to send them an email or a text response, you will have to go into a completely different tab than your freshworks inbox.. you will have to create a customer journey and take about 4 other steps.. just to send a single email. Literally the absolute worst platform we've looked at because of this.

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Dax Bunce
NZ

Good luck cancelling your subscription. Good luck cancelling your subscription. No easy way to cancel subscription, we stopped using in January and they are still billing us in May. May need to cancel credit card to stop payment.

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Frederic Tais
BE

Freshservice is our Incident Mngt tool since 2016 We are using Freshservice since 2016 and the product supports our needs very well. Just some simple configurations and the solution is ready. It is directly usable and follow the important rule : Keep it simple ! In case you need some support on the tool, the FAQ are complete and the direct online support is always accessible. Do not hesitate to try it !

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Australian Customer
AU

The product is OK for the price The product is OK for the price - more development is required to mature it. The support team often does not understand the issue being reported or recommend solutions that are not fit for purpose. The product needs to be more flexible, often we are told "thats not how ITIL works" and our requirements are dismissed. ITIL is a framework, not a set of laws so it would be nice if the system followed suit.

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Mark Heyworth
GB

Ever improving... We've been using Freshservice for some time and it keeps getting better. The team are really quick to respond to support issues, and the management are great at engaging with customers. They clearly want to keep improving the product and when we do find areas that don't quite meet our needs they are always keen to develop the product to overcome this, or point us in the right direction.

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