Freshservice
Freshworks Inc.External reviews
1,280 reviews
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User friendly
What do you like best about the product?
User friendly. Very easy to search for my tickets.
What do you dislike about the product?
Less fields to be assessible right on my dashboard
What problems is the product solving and how is that benefiting you?
Ticketing system for our student services
Freshservice changes the way the campus works together
What do you like best about the product?
The ability to customize service catalog items
What do you dislike about the product?
I have not encountered things I dislike about Freshservice. However, ability to customize the system to meet business process is what I am interested in a lot.
What problems is the product solving and how is that benefiting you?
Freshservice portal breaks down the silo and ensure the students' inquiries are retained consistently across multiple units at the institution.
Powerful CRM and automation features
What do you like best about the product?
We have benefited from how well everything integrates—email, chat, phone support—it’s all in one place
What do you dislike about the product?
Customizing certain workflows or reports can take more time than expected—especially if you’re not technically inclined.
What problems is the product solving and how is that benefiting you?
We were struggling with scattered customer data, missed follow-ups, and no clear visibility into our sales pipeline. Freshworks CRM (Freshsales) helped us bring everything into one place—contacts, deals, emails, and activity timelines.
My Fresh service experience
What do you like best about the product?
it has a modern and clean UI, the customizable workflows, how quick and straightforward it was to deploy. it allows us to easily track and maintain good support to our staff. it is used everyday in our team. I like all the integration pieces it offers as well.
What do you dislike about the product?
maybe the customization of the UI in lower-tiers, other than that not much
What problems is the product solving and how is that benefiting you?
Repetitive tasks like onboarding, ticket triaging, approvals, and notifications took up too much time but with fresh service we are able to Custom workflows, approval chains, and automation rules handle tasks based on triggers, conditions, and actions
Review ITSM
What do you like best about the product?
There is no code no code environment with generally help or non developer as well to configure all the things without any developer
What do you dislike about the product?
As compare to other tools in market like service now there are not that match efficiency towards customising the things
What problems is the product solving and how is that benefiting you?
So there was no require of a very big team to manage pressure with also due to their autumn field customisation please Kings are very easy to manage so that's why it is not take much time the production is down too.
Modern, Intuitive, and Powerful – Freshservice Gets It Right
What do you like best about the product?
Freshservice offers an intuitive, modern interface that’s easy for both agents and end users to navigate. The modular structure makes it adaptable for different departments, not just IT — and features like workflow automator, custom forms, and service catalog are straightforward to configure. The ability to create separate workspaces for different teams with role-based access has made it much easier to decentralize support while maintaining consistency. Plus, the integration ecosystem (especially with tools like Jira, Slack, and Google Workspace) is solid.
What do you dislike about the product?
Licensing complexity can be confusing — especially distinguishing between IT agents and business agents, which impacts cost and access to features. Some advanced reporting and analytics features require a higher-tier plan, and form field management can become messy without strong internal process control. Occasionally, updates roll out without enough documentation or notice, which can create friction.
What problems is the product solving and how is that benefiting you?
Freshservice has helped us centralize support across multiple departments, standardize request handling, and automate workflows. It’s improved response times, accountability, and made it easier to scale support as we grow.
Essential Tool for Our Daily IT Operations
What do you like best about the product?
Freshservice is intuitive and easy to use, both for our team and our end users. Implementation with other services is relatively straightforward, and Freshservice offers a broad range of integrations that suit our ecosystem well. We rely on it daily for everything from ticket support to change management, and it’s become a core part of our workflow. Customer support is central to our operations, and Freshservice supports that need exceptionally well.
What do you dislike about the product?
Occasionally, we run into limitations with the API and workflow automations, especially when trying to implement more complex scenarios. However, these areas continue to improve with each update, and it’s clear that the product team is actively listening to user feedback.
What problems is the product solving and how is that benefiting you?
Freshservice helps us centralise and manage all incoming IT requests efficiently, providing clear visibility and accountability across our team. It supports our full ITIL-based processes, from incident and problem management to changes and service requests. The built-in automation and workflows reduce manual effort, allowing our agents to focus on higher-value tasks. As a result, we’re resolving issues faster, improving service consistency, and delivering a better overall experience to our end users.
Simple & Straight forward ITSM tool
What do you like best about the product?
Asset Management, Internal service management with good features like auto ticket routing based in CMDB, ease of RCA identification.
What do you dislike about the product?
The platform has lot of modules, but streamlining it so that a new user can easily understand is something i feel needs improvment.
Cloud Discoveries with native modules is lacking
Cloud Discoveries with native modules is lacking
What problems is the product solving and how is that benefiting you?
Helps in solving internal teams process in a linear way.
Easy to set up and operate
What do you like best about the product?
The user freiendly UI and easy to understand adn set up the section
What do you dislike about the product?
Support could be improved a little. FAQ and help section can be more elaborate
What problems is the product solving and how is that benefiting you?
We are using it as a TMS for IT and marketing team
Great all-in-one CRM and support tool for growing teams
What do you like best about the product?
Freshworks offers an easy-to-use interface and covers almost every aspect of customer management—from Freshdesk for support tickets to Freshsales for lead tracking. Automation features and canned responses save us a lot of time. Integration with WhatsApp and email is smooth, and team collaboration features are very useful.
What do you dislike about the product?
Reporting dashboards could be more customizable. Sometimes the mobile app lacks the full functionality of the web version. Also, the pricing jumps quite a bit if you need more advanced features.
What problems is the product solving and how is that benefiting you?
We’ve been able to centralize all customer communication, reduce ticket resolution time, and improve follow-ups with leads. It's helped streamline support and sales without needing multiple tools
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