Centralized workflows have transformed how our team manages cloud incidents and automates routine requests
What is our primary use case?
I have been using Freshservice for approximately five months through the AWS marketplace. During this time, I have handled incident management, workflow automation, and internal IT requests. I have also explored integrations with AWS services such as CloudWatch and S3 to streamline monitoring and ticket management.
The main use case for Freshservice is managing IT services, requests, and incidents across cloud environments. On a typical day, I use Freshservice to track and resolve internal AWS-related requests, such as EC2 instance access issues or S3 bucket permission changes. I also assign tickets, set SLAs, and use automation rules to route them to the right team members. Integrating Freshservice with AWS CloudWatch allows us to receive alerts directly into the platform, so we can respond quickly to issues without constantly monitoring multiple dashboards.
What is most valuable?
I find Freshservice automation rules fairly intuitive for basic workflows such as auto-assigning tickets or sending notifications when certain conditions are met. Setting them up is mostly straightforward through the rule builder. When integrating with AWS CloudWatch, it is more technical because you have to set up SNS topics or Lambda triggers to push alerts into Freshservice, which requires some knowledge of AWS services. Once configured, it works reliably and saves a lot of manual effort. The main challenge I encountered was mapping CloudWatch events to the right ticket categories and ensuring alerts do not create duplicate tickets. After fine-tuning the rules and testing different scenarios, the integration became smooth and efficient.
Using Freshservice via the AWS marketplace allows us to leverage AWS security and scalability. All ticket attachments can be stored securely in S3, and we can use CloudWatch for proactive monitoring. The automation of repetitive tasks such as routing tickets or triggering notifications based on AWS events saves the team a lot of manual effort. The combination of Freshservice and AWS helps us maintain high service reliability, streamline IT operations, and quickly respond to issues.
The best features that Freshservice offers include automation because automating repetitive tasks such as ticket assignments and SLA notifications saves a lot of time and reduces human error. Integration is another key feature because the ability to integrate with AWS services such as CloudWatch, S3, or Lambda is a huge advantage. Alerts and events from AWS can directly trigger tickets or updates, making incident management much more efficient. Reports and analytics are also valuable because Freshservice dashboards and reports give much clearer visibility into ticket volumes and team performance, helping with continuous improvement. The Service Catalog, also known as workflow management, has predefined workflows for common IT requests, streamlining approvals and provisioning, especially when managing cloud resources. These features make managing IT operations in an AWS environment much more efficient and reliable.
The reporting and dashboard in Freshservice are really helpful for our team because they give us a clear overview of ticket volumes, SLA compliance, and response times. We can quickly see which types of AWS-related requests, such as EC2 access issues or S3 permission changes, are taking longer to resolve. These insights allow us to identify bottlenecks, adjust workflows, and improve SLA compliance. After noticing recurring delays in AWS resource provision requests, I created automation rules to route these tickets faster, which significantly reduced resolution time. The dashboard also helps when communicating team performance to management by providing visual evidence of how efficiently we are handling IT requests and AWS operations. The analytics helps us work smarter and continuously improve our processes.
Freshservice's self-service portal and knowledge base are very useful because users can resolve simple AWS-related requests on their own, which reduces the number of tickets that reach our team. The combination of automation, integrations, and reporting ties everything together, making our workflow efficient, transparent, and easier to manage. All of these features help us maintain high service reliability and respond to issues much faster.
Freshservice has had a significant positive impact, especially when managing AWS-related IT operations by centralizing incident management and automating repetitive tasks. Our team has become more efficient and responsive. Faster ticket resolution thanks to automation rules and integration with AWS, improved SLA compliance, and dashboards and reporting give visibility into team performance. The Service Catalog and predefined workflows allow us to handle common AWS requests such as EC2 access or S3 permission changes consistently. Freshservice has changed the way our team works by making processes more organized, measurable, and efficient, allowing us to focus on higher value tasks instead of manual ticket handling.
What needs improvement?
According to my experience, Freshservice works very well, but there are a few areas where improvements would help. The AWS integrations could be deeper; for example, CloudWatch alerts come in correctly, but more native mapping for metrics, log data, and enrichment would make incident handling much faster. The automation workflows are powerful, but the UI can feel limited; once the workflows get complex, it becomes hard to visualize them. A cleaner drag and drop builder or better debugging options would help reduce mistakes. Reporting is useful, but the customization is still restricted, and it would be great to build more detailed reports that combine multiple data sources, especially for cloud-related operations. The mobile experience can feel slow at times; most technicians rely on mobile alerts, so a more responsive app would make a difference. I would also like more flexibility with ticket forms and dynamic fields since we want conditional fields that change based on AWS resource types or alert categories, but that is not always possible. The platform is strong, but deeper cloud integrations, more flexible automation, and better reporting would make it even more effective.
Small details that would improve the platform include alert noise reductions, such as CloudWatch alerts coming in too frequently; Freshservice could offer better built-in correlations or group similar alerts automatically. Faster syncing between AWS resources and Freshservice assets would help keep the CMDB aligned with real cloud changes. Better tagging support, more templates for cloud incidents, and finer control over role permissions are needed. I would like more templates for cloud incidents.
For how long have I used the solution?
I have been using Freshservice for approximately five months.
What do I think about the stability of the solution?
Freshservice is stable at the moment. We have not encountered significant downtime or reliability issues. The service runs smoothly most of the time, and performance has been consistent even when ticket volumes and AWS alerts are high.
What do I think about the scalability of the solution?
Freshservice scales very well. As our organization has grown and ticket volume related to AWS resources increased, Freshservice handled the extra load without any performance issues. The automation, reporting, and integration features continue to work smoothly even when demand increased.
How are customer service and support?
Freshservice's customer support is responsive and helpful. When we have questions about configuring AWS-related integrations and automation rules, we reach out via the support portal and get clear answers in a reasonable time. Their documentation is also good, making setup easy without needing frequent support requests. Support is reliable enough for our needs; sometimes, responses take a bit longer when issues are complex, but overall it is adequate.
How would you rate customer service and support?
Which solution did I use previously and why did I switch?
Before Freshservice, we used a more basic ticketing tool that did not integrate well with AWS or support advanced automation. We switched to Freshservice because it offered better cloud integrations, automation, reporting, and workflow management, allowing our team to handle AWS-related IT requests more efficiently and reliably.
How was the initial setup?
The pricing is reasonable for the features we needed, and the setup did not require any additional costs on our side since it is a cloud-based service. Licensing is very straightforward and easy to manage; we mainly had to choose the plan that matched our workload, and after that, everything is simple to maintain.
What was our ROI?
We have seen a tangible return on investment with Freshservice. Time saved is approximately twenty to twenty-five percent, which frees up our engineers to focus on more high-value tasks. Faster resolution means the average ticket resolution time decreased by roughly twenty-five to thirty percent since alerts are automatically converted into tickets and routed to the right team. SLA compliance improved from eighty percent to ninety-five percent, which reduces delays and improves reliability for internal IT requests. We did not need to hire additional staff to handle AWS-related incidents because the current automation and reporting streamline workflows very efficiently. These improvements translate into fast response times, better resource utilization, and reduced operational overhead, which we consider a clear return on investment.
What's my experience with pricing, setup cost, and licensing?
We did not purchase Freshservice through the AWS marketplace. We use it separately from our main AWS billing.
Which other solutions did I evaluate?
Before choosing Freshservice, we evaluated a few other IT service management tools such as ServiceNow and Jira Service Management. We decided on Freshservice because it offered a good balance of automation, cloud integrations with AWS, reporting capabilities, and ease of use for our team, meeting our needs without being overly complex or costly.
What other advice do I have?
If I have to give advice to others looking into using Freshservice, I would advise taking advantage of Freshservice's automation and cloud integration from the start, especially if you are using AWS. Setting up workflows and alerts early ensures tickets are automatically routed and prioritized. Investing time in reporting dashboards helps identify bottlenecks and improve SLA compliance quickly. Testing and customizing your workflows to match your organization's specific processes is key, as that is where Freshservice really delivers value. Careful planning for your setup will make it much more effective.
Freshservice has been a strong solution for our organization, especially when used with AWS. It has improved efficiency, reduced ticket resolution times, and streamlined our workflows. The main areas for improvement would be deeper AWS integrations, more flexible automation and reporting, and a smoother mobile experience. It is reliable, scalable, and a tool our team depends on daily, and I would recommend it to other organizations looking for a cloud-friendly IT service management platform. I give this product a rating of eight out of ten.
All-in-One Solution That Simplified Our Workflow and Cut Costs
What do you like best about the product?
I really appreciate the wide range of features available in Freshservice. We switched from a competitor who charged us more while offering fewer features. With Freshservice, we've managed to consolidate three separate apps into a single platform, which has not only reduced our costs but also made things much simpler for our team, since we now only need to use one place to get our work done. We also really enjoy the app marketplace, this was a game changer for us and made Freshservice even better due to the ease of integration between it and other apps.
What do you dislike about the product?
Although having many features is beneficial, I found that it can make the software less intuitive for newcomers. When we first started using it, understanding everything was a bit challenging. However, after spending considerable time researching and experimenting, we managed to figure out how all the features work.
What problems is the product solving and how is that benefiting you?
As our company moves to the Cloud, Freshservice has addressed several challenges we faced with our tools being on-premises. Thanks to the app marketplace, we managed to migrate much of our workflow into Freshservice using the workflow Automator. This not only enabled us to make the transition but also helped us streamline entire processes. As a result, our team now spends less time on certain tasks and can focus their efforts on other productive activities.
Easy Setup, but Support Lacks Quality
What do you like best about the product?
I like Freshservice because it's straightforward and fairly easy to use. The interface is clean and makes navigating various IT service tasks uncomplicated. I appreciate that Freshservice is a large platform encompassing a diverse range of IT service needs, from asset management to purchase order management, which helps solve a variety of problems efficiently. Additionally, I value its capabilities in handling tasks like ticketing, asset management, and PO management. Even though I currently don't utilize all its features like project, task, or change management, I appreciate that these options are available, should I choose to leverage them in the future. Overall, it functions fairly well for the tasks I require it to handle.
What do you dislike about the product?
I am really disappointed with the limitations of Freshservice, which aren't apparent until you try to use the product in a more complex manner. It's frustrating that these limitations become evident only at that point. However, the most significant issue for me is the poor account management and support from Freshservice. Often when I contact support, they are unable to articulate how their product should work or they open a ticket that can remain unresolved for nine months without any substantial answers. The initial deployment also took quite a while because of various issues and the inadequate support received, which added to the difficulty. Overall, the lack of knowledgeable support makes it difficult to utilize the product effectively.
What problems is the product solving and how is that benefiting you?
I use Freshservice for IT help desk needs. It simplifies asset and PO management and provides automation. I like its straightforward UI and diverse features for IT service management, solving a variety of problems within one platform.
Versatile Helpdesk Solution with Room for Improvement
What do you like best about the product?
I love Freshservice for its versatility in supporting multiple departments beyond just IT, especially for ticketing and support, which has been incredibly beneficial for our organization as we've expanded its use. The ability to customize its submission board to fit the specific needs of different departments stands out, making it highly adaptable. I also appreciate the built-in features such as canned responses and FAQ capabilities, which enhance communication and support efficiency. The automation capabilities that streamline various workflows significantly contribute to improved productivity. Furthermore, I found the initial setup of Freshservice to be very easy; the single sign-on feature worked perfectly on the first attempt, which was a relief and made onboarding straightforward.
What do you dislike about the product?
I think that the journey model could be improved, as some of the functionalities from the old onboarding module are missing. Even though it's a new model, there's room for enhancement, and I hope it continues to evolve. Sometimes, email authentication doesn't work properly and requires workarounds, which could be streamlined for a more seamless setup experience.
What problems is the product solving and how is that benefiting you?
I find Freshservice helps us stay organized with user requests and improves our support communication. Its versatility allows adaptation across multiple departments, and features like customizable boards, canned responses, and automation of workflows enhance efficiency.
Simplicity and Cost Make Freshservice a Top Choice
What do you like best about the product?
I love Freshservice for its simplicity, especially for agents and administrators navigating the ticketing and service catalog. This straightforwardness makes managing tasks much easier and less time-consuming. I also find it very simple to initially set up, which saves us a lot of effort and resources right from the start. Additionally, the product stands out for ticketing and price, making it the best option available right now based on these factors. When it comes to recommending Freshservice, I would give it a 10, as it offers an excellent blend of features and affordability.
What do you dislike about the product?
I find the 'Journeys' feature to be problematic due to persistent bugs, making it a real headache. Additionally, it's frustrating when it's necessary to run it by the clients we install for, likely because the bugs complicate the process and reflect poorly during client interactions.
What problems is the product solving and how is that benefiting you?
I find Freshservice provides simplicity for agents and administrators in ticketing and service catalogs, making it a top choice for its ticketing capabilities and price.
Effortless Implementation and Adaptability for IT Teams
What do you like best about the product?
This product is very straightforward to implement and use. It is highly adaptable to the needs of IT teams, supporting all the key processes. Additionally, it offers some useful integrations with other tools.
What do you dislike about the product?
The platform would benefit from a feature that allows for remote access capabilities. Additionally, the portal could be improved to be more adaptable. I have also noticed that some forms are restrictive when it comes to data entry, as they lack the option to integrate a table as a field within Service Requests.
What problems is the product solving and how is that benefiting you?
Freshservice is a fundamental tool that supports a wide range of IT processes. It goes beyond just ITSM, also assisting with IT budgeting and compliance.
Great Ticket Organization, But Needs Better Folder and Snooze Options
What do you like best about the product?
I like the variety of options available for organizing tickets, such as tags, categories, due dates, and urgency levels. I also find it helpful that it allows me to save canned responses, even with attachments included.
What do you dislike about the product?
I find it frustrating that the system doesn't let you save tickets in separate folders or snooze them. This becomes especially problematic when you have more than 50 tickets, as it makes it hard to manage them efficiently. As a result, some tickets may go unattended for days, which is a significant drawback.
What problems is the product solving and how is that benefiting you?
Our company started using Freshservice to get a better idea of the number of requests we receive daily and how long it takes us to resolve them. It has helped us track our metrics and improve our monthly goals
Streamlined Our Internal Operations, Freeing Us to Focus on Core Product Development
What do you like best about the product?
My team's efficiency is the most important thing as the Head of Marketing at a software company. Although I am not part of the IT department, the Freshservice implementation by the operations team was great and the impact of the department was very positive from the first moment. The main highlight of the product is its ease of use; filing tickets for whatever it is, be it graphic design requests or new software access, is absolutely straightforward through the portal. Thanks to the automated ticket routing, our requests are handed over to the right person or team without any waiting time. I employ it regularly, and the openness it offers, which lets me know the status of my team's requests, has been a great change from which internal emails and meetings for follow-ups have been largely eliminated.
What do you dislike about the product?
While the number of features is impressive, the initial setup for some of the more advanced workflow automations required considerable effort from our IT lead. For a smaller company without a dedicated admin, this could be a hurdle. Furthermore, while generally responsive, we did experience a delay in customer support resolution for a complex integration question early on. It was eventually solved, but the initial response time was slower than we had hoped.
What problems is the product solving and how is that benefiting you?
Essentially, Freshservice has been the key to untying the tangled mess of erratic, internally unstructured requests. My marketing team was using a horrible mix of email, Slack messages, and impromptu conversations to get the support they needed from IT, design, and other internal functions before the implementation of Freshservice. It was a time when tickets were getting lost, priorities were unclear, and what was in progress was difficult to track. Freshservice made the system more orderly and brought accountability. The big win for me and my team is a huge jump in operational clarity. We are less involved in the game of chasing people for updates and more engaged in high-value marketing work. This efficient method has an immediate positive impact on our productivity and a great deal of freedom to support the company's growth at a faster pace, knowing that our internal dependencies are under control.
Efficient ITSM platform with great automation and asset tracking
What do you like best about the product?
Freshservice offers a clean and intuitive interface that makes managing IT tickets and service requests incredibly easy. The automation features save a lot of time by streamlining repetitive tasks, and the asset management module helps us keep track of hardware and software efficiently. Integration with tools like Azure AD and Slack is seamless, and onboarding workflows are well-structured.
What do you dislike about the product?
While the platform is powerful, the reporting and analytics features could be more flexible and customizable. Sometimes, the dashboard takes time to load when there are a large number of tickets.
What problems is the product solving and how is that benefiting you?
Freshservice helps us streamline IT support operations by centralizing ticket management, automating repetitive tasks, and improving visibility into service requests. It has significantly reduced response times and improved SLA compliance. The onboarding workflows and asset tracking features have made employee transitions smoother and more efficient. Overall, it has enhanced our team's productivity and improved user satisfaction across departments.
Freshservice review
What do you like best about the product?
-Ease of use
-GUI is good and informative.
-Good customer support
-Integrates with GWP makes life easy.
-Asset tracking with the tickets.
-Asset management.
-Option to create an individual workplace.
-As I use this day in and out, it's beneficial to have brief information and tiles for ticket status and responses.
What do you dislike about the product?
The setting page can be more refined, and the task automation is complicated.
What problems is the product solving and how is that benefiting you?
It has refined the ticketing system and made it easier to manage and maintain the records. Integration with multiple apps gives easy access and ticket updates.
Setting pane can be more refined .
