Freshservice
Freshworks Inc.External reviews
1,298 reviews
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External reviews are not included in the AWS star rating for the product.
Strong visibility and control, but takes effort to get it right
What do you like best about the product?
I’ve been using Freshservice for a while now in a risk and compliance-heavy lending environment, and the biggest win for me is visibility. We manage a mix of internal service requests, incident tracking, and asset oversight, and having everything tied together in one system makes a real difference. The CMDB is actually useful once it’s set up properly—it helps us understand downstream impact when something breaks, which matters a lot when you’re thinking about operational risk. I also like how structured the incident and change management workflows are. There’s enough flexibility to map them to how we operate without feeling like we’re forcing our process into a rigid tool. The automation side, especially with Freddy AI, is helpful for handling repetitive tickets and routing requests. It’s not perfect, but it cuts down manual effort and response time in a noticeable way.
What do you dislike about the product?
Setup and initial configuration took more time than expected. Out of the box, it’s clean, but not fully aligned with how a financial services operation runs, especially with compliance layers involved. We had to spend a fair amount of time customizing workflows, permissions, and data structures to make it fit.
What problems is the product solving and how is that benefiting you?
For us, the main problem was fragmented visibility across systems and inconsistent handling of service requests. Before Freshservice, different teams were using separate tools or even manual processes, which made it harder to track issues, assess risk impact, and maintain audit readiness. Now we have a more centralized view of incidents, assets, and service activity. That directly supports better risk oversight because we can trace issues back to systems, understand dependencies, and respond faster when something goes wrong. It also helps from a compliance standpoint since we have clearer records and more consistent workflows.
Freshservice Centralizes Requests, Assets, and Workflows with Useful Automation
What do you like best about the product?
What stood out to me with Freshservice is how it pulls multiple moving parts into one place. Before this, we were juggling different tools for service requests, asset tracking, and internal workflows, which created gaps in visibility. Freshservice made it easier to centralize everything, especially with incident and change management. The interface is fairly clean and doesn’t feel overwhelming once you get used to it. I also found the automation side genuinely useful. Setting up workflows for recurring requests reduced a lot of manual back-and-forth between teams. Freddy AI is helpful in small ways like suggesting responses or categorizing tickets but I see it more as an assistant than something transformative. Integration-wise, we connected it with a few internal systems and didn’t run into major blockers, which made adoption smoother than expected.
What do you dislike about the product?
The initial setup wasn’t as straightforward as I hoped. Getting the CMDB structured in a way that actually reflects real-world dependencies took time and some trial and error. If you don’t invest that effort early, the value drops quickly.
What problems is the product solving and how is that benefiting you?
From my perspective leading operations and portfolio companies, the biggest issue was lack of visibility and consistency across internal service processes. Different teams handled requests differently, which made it harder to scale operations cleanly. Freshservice helped standardize how requests, incidents, and changes are handled across the organization. That consistency alone has reduced confusion and improved response times. It also gives better insight into where bottlenecks exist, which is valuable when you're trying to optimize processes across multiple teams or companies.
User-Friendly ITSM for Ticketing & Automation, but Pricing and Extra Modules Add Friction
What do you like best about the product?
It’s very user-friendly and lightweight, which makes it easy for a small IT team to administer. Creating automations and notifications is straightforward. It’s also excellent for core IT functions such as ticketing, inventory, and change control.
What do you dislike about the product?
There’s a heavy push for AI integration and unnecessary modules for our use case. At the same time, pricing has gradually crept up, and it seems closely tied to the addition of features we don’t need.
What problems is the product solving and how is that benefiting you?
We needed a relatively low-cost ticketing management and implementation platform that could tie into inventory control, with occasional features like change management and product lifecycle tracking. We also wanted something that could integrate with our project management platforms. Freshservice covers these needs without requiring us to buy separate platforms for each one.
Helpful Inventory and User Assignment Make Troubleshooting Fast
What do you like best about the product?
The inventory feature has been very helpful. We’re able to assign both hardware and software to users, which makes it much easier to troubleshoot issues when they come up. Having the user’s information already available also helps us resolve problems more quickly.
What do you dislike about the product?
Some features aren’t fully customizable. Rather than the software supporting our existing process, we end up having to adjust the process to fit the software.
What problems is the product solving and how is that benefiting you?
Freshservice provides a full-service, one-stop support portal for users. From IT to facilities to HR, users can rely on a single portal to request the help they need and get directed to the right team.
Streamlined Our IT Operations with Ease
What do you like best about the product?
I like Freshservice because it's easy to use and is such a robust system that it continuously exceeds our expectations when it comes to customization to meet our company's needs. It automates ticket assignment, account provisioning, approval workflows, and resolution note generation. The AI agent uses knowledge from our knowledge base effectively. It also pulls in user data from our IdP to keep requester information up-to-date. This makes our agents' jobs easier and allows them to be more intentional with their time, and fulfillment of requests is simpler. It saves us time in the long run. The initial setup was quick, taking less than 2 days to reach the same level we had with Zoho Desk.
What do you dislike about the product?
Some of their built-in apps in the marketplace aren't maintained so they don't always work.
What problems is the product solving and how is that benefiting you?
Freshservice automates ticket assignment, account provisioning, workflows, and keeps user data updated, making it easier for agents and saving us time.
Easy to Customize with Powerful Automation
What do you like best about the product?
It’s easy to customise to suit my workflow and offers a high level of automation. For example, I can add a member to a mailing list or grant access to folders on network drives.
What do you dislike about the product?
Nothing in particular. That said, I’d like to see some of Freshdesk’s features incorporated into Freshservice.
What problems is the product solving and how is that benefiting you?
Ticket automation helps agents be more productive, which supports meeting SLAs and improves customer satisfaction. Freddy AI optimizes resource allocation by leveraging ticket deflection for routine inquiries.
Streamlined Operations with Insightful Analytics
What do you like best about the product?
I like the sheer quantity of analytical data that I can produce in seconds with Freshservice, which helps in making good decisions about resourcing and structuring our Central Services departments. The initial setup of Freshservice was very straightforward, and the support we receive is superb.
What do you dislike about the product?
It's a shame that we can't make our portal as bespoke as we'd like. We want it to be different for external and internal users but can't make all of the changes we'd like to. We would want the system to check the email address of the user and if it's internal, it displays a specific title and wording, whereas if the user isn't logged in, or is logged in without an internal email address, it displays a completely different title and wording. We can edit the workspaces they have access to, but that's about it.
What problems is the product solving and how is that benefiting you?
Freshservice tackles inefficiencies in Central Services' responses, provides easy analysis of workloads and efficiency, and automates processes. It delivers vast analytical data quickly, aiding in sound decision-making for resource management and departmental structuring.
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.
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