Freshservice

1250 Bayhill Drive, Suite 315, San Bruno,, CA 94066, San Francisco, United States
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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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Lucas Hyde
GB

Awful support for a halfway decent product. Good product, awful customer service. I mean, literally some of the worst i've ever had. They will close your tickets despite knowing the product is broken, they'll ruin your data exports multiple times (and always at the worst possible times), they just say "we understand" instead of actually trying to fix it. The account managers are alright but when you have to deal with the support team, you'd be better off speaking to a wall.

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Jennifer L.
GB

Support struggles initially but much better now! My only real struggle that I have had has been with Support. It has drastically improved the last 6 months I would say but that was my only frustration. I felt like I was getting folks that I knew more about the system than they did and that was frustrating. It would take several conversations back and forth before they would escalate the issue or get someone that understood what I needed. More recently the support has been great!

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Marianne Guy
PH

Bad experience with the TAM assigned to… Terrible experience with the TAM assigned to us (Ragu) . We only get 1 response per email a day. Resolutions are mostly incorrect. I have to request for Atul from Devs everytime for our issues to get resolved. The workflows kept on acting up that results to bad impression to the automations that we're configuring. Andrew was very disrespectful and rude, he ends the calls while I'm still speaking. I have a recording of the call if you want. If possible can you please assign a different TAM and Manager to us.

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Daniel Basco
AD

Works out of the box... I was looking for an out of the box coud solution which followed ITIL best practices and required Little configuration. FRESHSERVICE is this. It took me only a couple of hourse to setup and my team began tu use it with no problems. After a few weeks of putting it into production I checked the reports and bingo... With no configuration I was getting KPIs and relevant information. Support is quick and knowledgeable, not only about the tool but about ITIL.

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Sarah Lager
SE

Freshservice is great, Software module is terrible Freshservice is great in many ways, but some (to me) parts are just terrible. The Software module is outrageously bad and needs A LOT of work. Looking into the support articles and the marketing surrounding the Software module, I don't think anyone at Freshworks is actually using it. If you did, you would immediately notice the glaring flaws that make it completely unusable if you want to do anything other than just keep a long list.

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