Freshservice
Freshworks Inc.External reviews
1,293 reviews
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External reviews are not included in the AWS star rating for the product.
Compact, Efficient, but Needs Better Customization
What do you like best about the product?
I like Freshservice's compact and friendly user interface, as it supports faster onboarding and reduces resolution time, which are really helpful in our daily operations. The 24/7 customer support is another aspect I appreciate because it provides immediate help during outages and ensures faster issue resolution. Additionally, it offers better visibility for our tasks, making it easier to manage our IT, HR, and Finance operations.
What do you dislike about the product?
Limited customization. Reporting and Analytics could be stronger. Workarounds instead of clean processes. Reduced alignment with business processes. User experience limitations. Initial setup got delayed due to failed integration.
What problems is the product solving and how is that benefiting you?
I use Freshservice for ticketing, reporting, and asset management. It offers faster onboarding, reduced resolution time, better visibility, and immediate help during outages.
Powerful, Feature-Packed, and Easy to Use
What do you like best about the product?
It’s a powerful tool packed with useful features, and it’s easy to use.
What do you dislike about the product?
sometimes it takes a littlebit to load all my work load or filters that im applying but once they are loaded works great
What problems is the product solving and how is that benefiting you?
It helps us create and generate reports automatically, instead of doing them manually, which used to take too long.
Seamless Setup and Effective Integrations Elevate Freshservice
What do you like best about the product?
I like that Freshservice offers a lot of opportunity to collaborate with other people, thanks to its widespread use. We have many external resources that make it really useful, and there are a lot of great integrations. The ability to integrate with NinjaOne to bring in alerts has been really helpful since they added that. The initial setup of Freshservice was very simple, with a lot of hand-holding and support provided, which made the process quick and straightforward. My previous experience with similar tools also helped us to get it done pretty quickly, within a month or two.
What do you dislike about the product?
I think maybe the time tracking could have some automation. Some of the project stuff is still a little green, and asset management could be better.
What problems is the product solving and how is that benefiting you?
Freshservice helps tackle disorganization by centralizing requests and offers great collaboration opportunities through its widespread use and integrations.
Streamlined IT Operations with Powerful Automation
What do you like best about the product?
I use Freshservice as our main ITSM tool. I appreciate its easy ticketing and powerful automation features, which reduce manual work and help keep issues organized and easy to track. I like the clean interface that simplifies daily tasks. I also found the initial setup very easy, thanks to their support team.
What do you dislike about the product?
limited reporting, that is the only issue
What problems is the product solving and how is that benefiting you?
I use Freshservice to centralize IT operations, manage tickets, and automate workflows, which improves response times and visibility into assets. It reduces manual work and keeps issues organized with a clean interface that simplifies daily tasks.
Intuitive and Reliable for Team Management
What do you like best about the product?
I like that Freshservice is pretty easy to use and is a robust platform. It's quite reliable, and I haven't really noticed any bugs. It's much easier to configure than ServiceNow, which I appreciate. The initial setup was also fairly straightforward and intuitive, taking me only a few hours, and it was in a usable state in about two or three days where I was able to go live.
What do you dislike about the product?
I don't know. Maybe, if they offer some kind of nonprofit product, that'd be quite useful.
What problems is the product solving and how is that benefiting you?
Freshservice keeps all our requests centralized, logged, accountable, and tracked. We use it to create forms for raising requests and capturing requirements.
Fast, Friendly Customer Service with Proactive Success Support
What do you like best about the product?
customer service. fast and friendly. partly proactive customer success.
What do you dislike about the product?
the platform is a bit tricky to navigate, but it could be also our initial setup.
What problems is the product solving and how is that benefiting you?
Employee requests handling.
Solid ITIL-aligned platform that brought much-needed structure to our scaling operations
What do you like best about the product?
As a CEO, I don't get the chance to use every tool we implement on a daily basis, but I am intensely focused on the outcomes they deliver. What I appreciate most about Freshservice is the immediate visibility it has given me into our IT operations. Before, understanding our support burden, project progress, or asset lifecycle was a matter of pulling reports from disparate spreadsheets and asking my CTO for a summary. Now, with Freshservice's intuitive dashboards, I can get a real-time, high-level view of our entire IT posture in seconds. It's transformed IT from a perceived cost center into a data-driven function that I can clearly see enabling our entire company's productivity. The platform feels modern and light-years ahead of the clunky, on-premise systems we used in the past.
What do you dislike about the product?
While the core functionality is excellent, we have found some of the more advanced customization options to be less flexible than we initially hoped. For instance, tailoring certain reports to show very specific, non-standard data points required some workarounds.
What problems is the product solving and how is that benefiting you?
Freshservice is fundamentally solving the problem of IT fragmentation and the lack of accountability that comes with it. We were using a patchwork of different tools for ticketing, asset management, and project management, which created data silos and made it difficult to track performance. This patchwork was also becoming a security concern, as we couldn't guarantee all our devices and software were properly managed.
Freshservice Helps Streamline HR Service Delivery Across Our Logistics Network
What do you like best about the product?
What has been most impactful for us is the service portal. Creating a single, user-friendly front door for all employee inquiries has dramatically improved our internal processes. Our team can easily submit tickets for anything HR-related, and the automation capabilities mean requests are instantly routed to the right person. For example, new hire paperwork and system access requests now trigger automated tasks, which has cut our onboarding time significantly. The reporting dashboards are also excellent; I can now easily track request volumes, resolution times, and employee satisfaction, which gives us concrete data to improve our services.
What do you dislike about the product?
While the platform is very powerful, the initial setup and configuration required a dedicated effort from our team. We have specific workflows that differ slightly from the standard offerings, and tailoring them to fit our logistics and HR processes took some time and a bit of trial and error.
What problems is the product solving and how is that benefiting you?
Freshservice is solving the core problem of fragmented and untrackable service requests. Before Freshservice, an employee's question could easily get lost in an email inbox, leading to delays and frustration. Now, every request is logged, visible, and accountable. This transparency is a huge benefit. It allows me to ensure our team is responsive and allows us to spot recurring issues that might point to a larger problem, like a confusing policy or a need for additional training. Ultimately, it has elevated the HR department’s capability, allowing us to be more proactive and strategic rather than just reactive to a constant stream of individual requests. Our frequency of use is daily, and the integration with our Active Directory for user synchronization was a key feature that has saved us countless hours of manual data entry.
Mobile service requests
What do you like best about the product?
What I like the most is how you can get updates on the go about your service ticket on your mobile device, which I find very helpful
What do you dislike about the product?
I actually have not had any issues, and that is priceless
What problems is the product solving and how is that benefiting you?
It is helping me streamline service requests by chatting with a representative if my request is urgent, and if not I can just send it and receive updates online.
Intuitive Ticket Management, Needs UI Enhancements
What do you like best about the product?
I like that Freshservice is simple to use. There's not much complication, and it's very intuitive. I also appreciate the ticketing feature, which allows us to create tickets internally, especially for approvals from higher management.
What do you dislike about the product?
I feel the UI of the service could be improved a little bit as it's very plain, and it could be made more colorful with smooth animations.
What problems is the product solving and how is that benefiting you?
I use Freshservice to manage internal tickets, simplifying requests for access, hardware, or approvals.
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