Okay product, terrible support. They're very good at screwing up accounts during initial setup. Like another comment below, we ended up with two. Built a long ticket history over a couple of years despite fighting with their renewals department last year. They provide no notice when an account is going to expire and no way to renew easily once locked out without notice. Support? What support? Perhaps their ticket system is down. This company is a joke. Won't be around much longer. If you are serious Enterprise in need of a genuine ticket system with account representation that is not off shored to unresponsive fools, look elsewhere. In my 20+ years in IT I have never seen a company that wants repeat business less. Go to Zendesk, anywhere but Freshservice/Freshworks or whatever the hell they're calling themselves this year. As much of a hassle as it will be, and our lost ticket and resolution history I am glad we won't be giving this company any more money. Die already.
Review by Jomomma8 months ago
Could not be more unhappy with this company/system. We invested in the Garden model, which as a startup company was quite a lot of money for us. The service desk will not send emails or replies to our customer emails. We have been trying for many days to get help from Fresh Service and nobody will fix it and nobody is answering our requests. It's terrible service and I wish we had gone to another vendor instead of paying for a year up front to get a product which does not work, and no support.
Review by LuPop Sikva1 year ago
Support is not responsive to requests in a timely or technically adequate manner. Sales pressure is high for them to close the deal but once done, they do respond though issues drag out or are not resolved.
Initially we had an account rep that would check in once a month. That happened twice, then correspondence and efforts to build or maintain a relationship stopped. I was initially impressed with this but the service has declined significantly.
We have 2 accounts with them because the misrepresentation of multiple portals in the MSP portion of Freshservice. they are not separate portals and there isn't a way to separate them other than filtering. The second account has been nothing but trouble getting assistance on after we purchased licenses. We are paying for a service that we can use. I wouldn't recommend. We left Zendesk because of the terrible support. It looks like we are going to be shopping for another ticketing system.
Review by Maristela1 year ago
Freshservice provides a great product, simple to use, support is good
Review by Gpsd1 year ago
Our organization uses Freshservice to track both standard IT support tickets and our extensive development backlog. It has proven to be an excellent tool for tracking changes, and the built in Change Approval process is invaluable.
The support is also outstanding. Response times are super quick, and the support staff knows their stuff.
Review by Elsamawal1 year ago
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.
Review by Sembeti1 year ago
We have been using Freshservice for almost a year now and continue to be very satisfied with both the product and the support we receive. In fact, the support is the best provided by any of our IT suppliers, without a shadow of a doubt. New features are rolled out regularly and the users are listened to.
We currently have 7 support agents that have no complaints about using the software, which is very unusual. The layout and functionality makes you want to use the product as you know that your life as a support person is going to be easier if you do.
Is the product perfect? No, no product is or will ever be. The best that you can hope for is that the developers and the company itself are trying to make it the best that they can. Freshservice seem to be on this track.
Invest in Freshservice and they won't disappoint you.
Review by Aliflintstone Ata1 year ago
An excellent product, that we're using actively. There is however still some room for improvement, especially in the multi-language part of the service desk.
Review by LauraED1 year ago
We searched and evaluated every support desk option we could find. Freshservice was and still is the clear winner!
Review by Mosin1 year ago
Good product, needed to contact the support on a few occasions to tweak a few things but they've been very responsive and have been a great help.
Review by PMCity1 year ago
I have tried freshdesk to communicate between our clients, vendors and within our departments. It is one of the useful tools we have found so far.
Review by Monkeypilot Murovec1 year ago
Still miss some functionality but still a great ITSM.
One of the greatest Support Team I've ever encounter thought. =)
Review by Alpona Horiatis1 year ago
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.
Review by Yangjingtian1 year ago
Fresh service is an amazing product and a truly turnkey solution. It took a little while to configure to our liking but the end result was worth it. The customer support experience is second to none!
Review by Hertz Descroizilles1 year ago
These guys go out of their way to help and I find working with them a breeze. If only all our software vendors were this accessible and helpful!
Review by Ranusan Schror1 year ago
Customer service never has a wait and has always resolved my issue on the first try.
Review by Levekar Dawrant1 year ago
We picked FreshService over ServiceNow, XenDesk and Spiceworks. The instance is easy to set up and customize, and their support is always fast and helpful. It's way cheaper than ServiceNow and gives a lot of the same features. It's not as customizable, but unless you have a very large organization, an MSP, or highly stringent requirements you can get a lot of the same functionality without paying an arm, leg, spleen and part of your first born.
Review by Thespena1 year ago
A great service provided from the start. No sales pressure and great communication at all stages of our setup. The system is easy to grasp and adaptable to our needs. We've trialled a few systems and Fresh Service gave us the best options for a reasonable cost.
Review by SherryLyons1 year ago
Yesterday was my first interaction with Fresh service however I was very impressed with their approach to support. Via the chat function when I asked for a URL to reference training materials they immediately offered a live session with me to resolve the questions I had on configuration and set up. Looking forward to continuing to use the product into the future.
Review by Archimedes Caryn1 year ago
I have been using Freshservice as our main helpdesk ticketing system for almost 2 years now. It has transformed the way we manage end users requests. The platform is very simple to operate and easy to make your own. The one thing I absolutely love about this company is the level of support. They usually follow up within 30 minutes anytime I have asked for assistance with the product. Highly recommend this software if you are looking for a ticketing system.
Review by CocoB1 year ago
So far so good. The product itself satisfies all my current requirements and seems to have room for to accommodate requirements changing in future.
Re Customer Service. I've very little contact so far but I've not been disappointed with how my issues were dealt with in any way.
Review by Unas Linsenman1 year ago
We've been using FreshService for our internal IT needs - service desk, service catalogue, knowledge base and asset management for nearly two years now. It's ticked more boxes and been more user friendly then anything else we've found and it's all tied together under the one system. The company behind FreshService is continuously developing their product and the support is always responsive and helpful. Would highly recommend the FreshService solution.
Review by Bashante Wellmann1 year ago
FreshService portal is very easy to use from admin and user end.We have been using this as an enterprise level system for addressing tickets and it has been very instrumental for making us achieve that.When we have any issues,we email or call the support team and they respond to our issue in absolutely no time!Strongly recommend this!
Review by Eaffy1 year ago
Good tool, very Quick support! Support team is there to help every request is possible!!
Review by Saular1 year ago
Setup couldn't have been much faster or easier. The whole system is fast and intuitive; even the mobile app. Customization options are plentiful, but not overwhelming. What I've been most impressed with is the support. The couple tickets I have put in with them have been responded to promptly and resolved on the first try. Overall it's a perfect fit for our organization.