Freshservice
Freshworks Inc.External reviews
1,309 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Free Help Desk Setup with Clear, Helpful Documentation
What do you like best about the product?
Its free service is good enough to get started with a professional help desk setup. The documented guidelines are clear and make my work easier.
What do you dislike about the product?
I think they should include some premium features in the lower-tier plans, and even offer a few of them in the free version. That way, users can get more familiar with Freshservices, and overall adoption would increase significantly.
What problems is the product solving and how is that benefiting you?
Tickets amd knowledgebase.
Transformed Our Management with Integration and Flexibility
What do you like best about the product?
Currently, we are using Freshservice for comprehensive management of our environment, which includes business areas such as HR and Marketing. The main advantage is that we can now centralize information that was previously segregated across various portals. I really like the ease of integrating other tools into it and the flexibility it offers. Additionally, Freshservice helps us automate tasks that were previously manual, such as the automatic creation of users. We also managed to integrate it with SCCM for automatic software installation via PowerShell orchestration. The initial implementation was quite easy, done by a partner vendor.
What do you dislike about the product?
The ticket routing that currently cannot be configured within the catalog, which forces us to create it via flow automation. Within the catalog item, there should be a field for me to define the group that the ticket will open in that catalog.
What problems is the product solving and how is that benefiting you?
Freshservice solves our problem of centralizing information. Now, everything is in the service center. With it, we automate previously manual tasks, such as the automatic creation of users.
Powerful Ticketing, SLAs, Automations, and Analytics That Boost Agent Organization
What do you like best about the product?
Ticket categories, Service Request, SLAs, Automator Flow, Analytics/Dashboard module, among others, greatly helped for greater agent organization, time management and Admin monitoring. It could be a little faster on the loading times, but the functionality makes up for it.
Pricing can be steep the more agents onboard, but the support and Ai tools offered can be a plus if needed.
API endpoint integrations also helps, along with the client portal allowing code customization for better visuals.
Pricing can be steep the more agents onboard, but the support and Ai tools offered can be a plus if needed.
API endpoint integrations also helps, along with the client portal allowing code customization for better visuals.
What do you dislike about the product?
It could be a little faster on the loading times for pages/modules
Pricing can be steep the more agents onboard, also for Ai tools.
Analitycs module can be VERY lacking in customizations sometimes, compared to Power BI for example.
Visuals can be cluttered sometimes.
Pricing can be steep the more agents onboard, also for Ai tools.
Analitycs module can be VERY lacking in customizations sometimes, compared to Power BI for example.
Visuals can be cluttered sometimes.
What problems is the product solving and how is that benefiting you?
Ticket creation, ticket categories, Service Request, SLAs, Automator Flow, Analytics/Dashboard module, among others, greatly helped for greater agent organization, time management and Admin monitoring.
Effortless Setup and User-Friendly IT Portal
What do you like best about the product?
I like Freshservice for its ease of configuration compared to our previous system, Jira. The setup is fairly easy and easily expandable. It works fast, the UI is easily navigable, and end-users prefer it over Jira. The Freshservice portal also allows users to provide more detailed IT requests, which helps smoothen the process.
What do you dislike about the product?
Nothing
What problems is the product solving and how is that benefiting you?
I use Freshservice to regain control over our IT system and procedures. It's easily configurable and expandable compared to Jira, and its fast, user-friendly UI is preferred by end-users, making the IT request process smoother.
Less friction, better context, faster resolutions
What do you like best about the product?
What I appreciate most about Freshservice is how little friction it puts between me and the work. The agent interface is clean and intuitive, search returns what I'm actually looking for, and integrated asset management gives me real context on every ticket. Workflows, approvals, and the service catalog are easy to build and maintain, and reporting answers my questions out of the box without forcing me to fight the query builder.
What do you dislike about the product?
My biggest frustration with Freshservice is around integrations and sync behavior with external systems. The Jamf connector, for example, is additive-only and doesn't propagate deletions, so stale records accumulate and require periodic manual cleanup to keep inventory accurate. Beyond that, some of the deeper customization and reporting capabilities feel constrained at this tier, occasionally forcing workarounds rather than clean solutions.
What problems is the product solving and how is that benefiting you?
Freshservice has consolidated our ticketing, asset management, and service catalog into one platform, which has eliminated a lot of the context-switching and manual reconciliation we used to deal with. Tickets now carry the full picture of the requester and their hardware, which speeds up troubleshooting and reduces back-and-forth. Workflow automation handles routine approvals and routing that used to require manual triage, freeing up agent time for higher-value work. The cleaner agent experience and usable reporting have also made it easier to measure where we're spending time and where we can improve, so the benefit isn't just faster resolutions but better visibility into the service we're delivering.
Freshservice Streamlined Support with Automation and Easy Office 365 Integration
What do you like best about the product?
Freshservice has improved our resolution times and helped us handle urgent requests more effectively. It’s been amazing to see how much of our workflow we’ve been able to automate, and it has made our day-to-day support process smoother overall. Eeasy to intergrate with our tenant in office 365. It made onboarding users fast and painless across our teams. Easy navigation and cost was perfect!
What do you dislike about the product?
The projects and analytics features are a bit cumbersome to use.
What problems is the product solving and how is that benefiting you?
Help us resolve our IT support issues.
Easy to Use, Everything Under One Roof
What do you like best about the product?
Easy to use and his everything under one roof.
What do you dislike about the product?
Would like to have more overall customization options.
What problems is the product solving and how is that benefiting you?
Breaks down siloed communication between departments and keeps a single source of truth for IT-related tasks and issues.
Much-Improved End-User Experience with Frequent Freshservice Updates
What do you like best about the product?
Freshservice has provided a much-improved end-user experience for our employees compared with our previous solution. Our new agents can also get up and running on Freshservice in less time. Each month, there are many updates to the application, which helps keep things feeling current and continually improving.
What do you dislike about the product?
Took a while to get used to using the API to perform certain tasks that in some other applications, is built into the UI.
What problems is the product solving and how is that benefiting you?
Freshservice helps us manage the incredible amount of tickets we injest each month, for multiple internal service departments
Highly Customisable, Well-Developed System with Useful Integrations
What do you like best about the product?
Freshservice is a well-developed system with many useful integrations and excellent customisability.
What do you dislike about the product?
There’s a steep learning curve at the start, and it took a lot of custom workflows to get it to where we wanted it.
What problems is the product solving and how is that benefiting you?
I’ve saved a lot of time with the automations and workflows, and fewer tasks get forgotten thanks to scheduled tickets. The built-in asset management has also been very helpful.
Streamlined Ticket Management, User-Friendly Automation
What do you like best about the product?
I really appreciate the great user interface of Freshservice, which makes it easy to use. The dynamically updating fields and the workflow rules are fantastic for automation purposes. I also find the reporting and widgets really helpful for monitoring metrics, which keeps me informed about the important details.
What do you dislike about the product?
Mostly works fine, the workflow rule automation for more complicated tasks can be quite difficult to setup or is limited with the options available for certain scenarios.
What problems is the product solving and how is that benefiting you?
Freshservice allows users to raise tickets themselves and maintains a recorded conversation, enhancing ticket management. The user interface is great, with dynamic fields and workflow automation saving time. Reporting and widgets effectively monitor metrics, improving my experience.
showing 1 - 10