Freshservice

What do you like best about the product?

We use Freshservice to manage internal support tickets, and I find it simple and efficient for tracking requests, staying on top of them, and closing them out smoothly.

What do you dislike about the product?

The CMDB functionality had several issues, and overall the Freshservice UI can be difficult to navigate. Although the ticketing features are straightforward and user-friendly, the other modules don’t feel as intuitive or as streamlined, which makes the experience less consistent across the platform.

What problems is the product solving and how is that benefiting you?

Freshservice helps us centralize and manage internal support requests in one place instead of relying on emails or multiple communication channels. It makes it easier to track ticket status, assign requests to the right teams, prioritize issues, and ensure timely resolution. This improves visibility, reduces the chances of requests being missed, and makes the overall support process more organized and efficient.

What do you like best about the product?

The UI is genuinely a pleasure to use, and getting around the platform is one of the smoothest experiences we've had with any ITSM tool. There are plenty of integrations available, and we've already had success implementing several of them. Overall, the platform has performed really well, with any issues we've encountered being down to our own internal network rather than the product itself.

We were able to hit the ground running after go-live, which meant we started seeing a return on investment almost immediately. As we've continued to expand our services and make greater use of the platform, that value has only continued to grow.

The support from Freshworks has also been excellent. They've been responsive, helpful, and consistent throughout our journey so far, which isn't something you can say about every vendor. While the AI features are still relatively new, they've already proven their worth. Freddy Copilot in particular has been a great addition, helping agents manage their workload more efficiently. We've already seen positive results, with agents using Freddy Copilot resolving issues more quickly than those who don't currently have access to it.

What do you dislike about the product?

Where Freshservice falls short for us is in the level of customisation that's available. To be fair, this is likely a trade-off that helps keep the platform as intuitive and easy to use as it is, both for end users and administrators. However, there are times when those limitations make it harder to design services and workflows exactly the way we'd like.

The area where this is most noticeable day to day is the Tasks view. While it works well for basic task management, it lacks some of the flexibility and functionality we'd like when managing larger or more complex processes. It's not a deal-breaker by any means, but it's one of the clearest examples of where additional customisation options would help us better align the platform with our operational needs.

What problems is the product solving and how is that benefiting you?

One area where Freshservice is helping to transform how we work is employee onboarding. Historically, many of our onboarding processes have been highly manual, requiring significant time and effort from the team. Freshservice is allowing us to introduce much greater automation into these workflows, helping to streamline what was previously a labour-intensive process.

While we're still in the process of fully realising these improvements, the benefits are already becoming clear. As more of the onboarding journey becomes automated, team members will be able to spend less time on repetitive administrative tasks and more time on higher-value work, ultimately improving efficiency and the overall service we provide.

What do you like best about the product?

Freshservice itself is a capable, generally well-designed IT service management platform. I particularly liked the clean interface, straightforward ticket management, and ability to create a structured self-service portal instead of relying on email and informal support requests.

The core product was never my problem. My experience with Freshworks' billing and account management is what ultimately overshadowed the software.

What do you dislike about the product?

The biggest problem has been **Freshworks’ billing and account management**, not the Freshservice product itself.

I paid the first full year of service in advance. Additional charges later appeared that I believe are incorrect, and I have been disputing them for months. Despite repeated emails and attempts to get the account properly reviewed and reconciled, the issue remained unresolved.

Freshworks then **disabled access to the prepaid service over the disputed balance**.

That is the part I find unacceptable. A billing dispute that had been raised repeatedly for months should have been investigated and resolved, not allowed to drift until an automated suspension effectively became the “solution.”

The lack of ownership, meaningful escalation, and competent billing support has seriously damaged my confidence in Freshworks as a vendor.

What problems is the product solving and how is that benefiting you?

Freshservice helped centralize IT support requests into a single structured service desk, replacing scattered requests through email, messages, and informal conversations.

It provided a proper ticketing workflow, self-service portal, request tracking, prioritization, and visibility into outstanding issues. That made IT support more organized, accountable, and easier to manage.

The product was solving a real operational problem for us. Unfortunately, the billing and account-management problems with Freshworks have undermined those benefits by disrupting access to a service we had already paid for.

What do you like best about the product?

What I like most about Freshservice is how simple and organized it makes day-to-day support work. The interface is easy to navigate, ticket tracking is straightforward, and the automation features save a lot of time by cutting down on manual follow-ups. I also find the self-service portal and knowledge base especially helpful, since they allow users to resolve common issues on their own and improve the overall support experience.

What do you dislike about the product?

Freshservice works well overall, but some customizations can be complicated, and I wish the reporting options were more flexible. A few processes also take more clicks than expected, which can be a little time-consuming. Also, there are no IT user names, groups, or unassigned groups.

What problems is the product solving and how is that benefiting you?

The most useful visibility feature for me is being able to track ticket status, ownership, and progress in real time. The dashboards and reports give a clear, at-a-glance view of open requests, pending approvals, and overall team workload, which helps me prioritize tasks more effectively. It also adds transparency around SLA performance and issue trends, making it easier to spot bottlenecks and improve service delivery.

What do you like best about the product?

The standout features of Freshservice are its easy-to-use interface and workflow automation for routine tasks, along with built-in asset tracking. Freddy AI also helps manage self-service, and the platform offers powerful IT Service Management (ITSM) capabilities with a fast, intuitive setup.

What do you dislike about the product?

There can be hidden or unexpectedly high costs for premium add-ons, and the reporting tools feel fairly rigid. The built-in reporting options can be restrictive when I’m trying to pull specialized or multi-layered data sets. I also run into limitations with advanced workflows and asset customization for more complex enterprise needs, including not being able to easily remove default status fields or deeply modify the default layouts.

What problems is the product solving and how is that benefiting you?

It addresses fragmented visibility, inconsistent request handling, and heavy manual IT workloads by centralizing incidents, assets, and service catalogs in a single ITIL-aligned platform. This helps organizations strengthen risk oversight, reduce downtime, and speed up issue resolution through workflow automation and AI.