Okay product, terrible support and renewal service.
Reviewed on 2019-09-10T15:22:15
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.read more
Support is not responsive to requests…
Reviewed on 2018-07-12T14:10:32
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.read more
Freshservice provides a great product
Reviewed on 2018-02-15T08:00:40
Freshservice provides a great product, simple to use, support is good
They were great to work with!
Reviewed on 2018-02-09T22:00:42
They were great to work with!
Reviewed on 2018-02-09T10:41:59
Good product, needed to contact the support on a few occasions to tweak a few things but they've beenvery responsive and have been a great help.read more
Freshservice provides a great product
Reviewed on 2018-02-09T00:41:55
Freshservice provides a great product, simple to use, support is good
Reviewed on 2018-02-06T22:24:21
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!read more
I was a previous user of Freshdesk
Reviewed on 2018-02-06T15:59:29
I was a previous user of Freshdesk, Freshservice is a far superior product.
Very customisable around our business and our customers.
Have had to contact support a couple of times,they are very responsive and helpful.read more