Freshservice
Freshworks Inc.External reviews
1,273 reviews
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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
Easy to use, configure and some of the best tech support i've dealt with
What do you like best about the product?
It's definitely their customer/tech support. Every time I've had an issue they are always quick to respond. It has a decent amount of plugins and 3rd party apps. I've used it for years in multiple roles and like it a lot
What do you dislike about the product?
Analytics presenting could use a bit of work. I find it hard to make a report that looks good. It's definitely gotten better though.
What problems is the product solving and how is that benefiting you?
Easy to use ticketing structure and once you put in the time building the automations it makes your life much easier.
Excellent
What do you like best about the product?
We love the easy way to get real-time metrics from our help desk and the way to have everything centralized
What do you dislike about the product?
The payment method per agent, we would like to have more agents and have our entire process centralized, but it is very expensive
What problems is the product solving and how is that benefiting you?
the way to measure the work of agents
The best service desk platform
What do you like best about the product?
Freshservice has been a valuable tool, that is not only cost friendly, but also user friendly. It has helped our organization stay focused and streamlined a lot of processes.
What do you dislike about the product?
The only downside we have seen are little issues. Sometimes you can't report on everything or every metric.
What problems is the product solving and how is that benefiting you?
Freshservice has eliminated so many siloed process and operationalized shared mailboxes.
Streamlined IT Service Management with Freshservice
What do you like best about the product?
I like that Freshservice offers a highly intuitive interface combined with powerful automation capabilities. Setting up workflows for ticket routing, approvals, and asset management was straightforward, which has noticeably reduced our response times and improved team collaboration. Its built-in reporting and dashboards provide real-time visibility into SLAs and help identify bottlenecks so we can proactively address issues.
What do you dislike about the product?
Some advanced customization—such as deeply granular conditional logic in workflows—can feel limiting, making it difficult to tailor every scenario exactly as needed. Additionally, occasional performance slowdowns occur when dealing with very large ticket queues or extensive asset inventories, which can impact user experience during peak times.
What problems is the product solving and how is that benefiting you?
Freshservice is solving the challenge of fragmented, manual IT and business request processes by providing a centralized, automated ticketing and workflow engine; this means instead of juggling emails, spreadsheets, and ad-hoc approvals, our teams follow standardized, self-service workflows for everything from access requests to hardware provisioning. That automation and visibility have reduced our average ticket resolution time by over 50%, cut manual follow-ups in half, and driven SLA compliance to above 95%, which in turn frees our IT staff to focus on strategic projects rather than routine break-fix tasks. Ultimately, having a single source of truth for incidents, changes, and assets has eliminated operational bottlenecks, minimized service disruptions, and significantly improved end-user satisfaction.
Positive so far
What do you like best about the product?
Reporting is automated which helps me and the team
What do you dislike about the product?
New system for team and need to get used to it
What problems is the product solving and how is that benefiting you?
Automation and ticket management
Feedback Webnar Freshservice
What do you like best about the product?
I love Automated Flows and Custom Objects
What do you dislike about the product?
I don't like the project module, as it is very simple compared to Gira
What problems is the product solving and how is that benefiting you?
As a Freshservice implementer, I'm very familiar with the tool. It solves several key problems, such as disorganized ticket management, manual processes, and lack of visibility into IT operations. By automating workflows, centralizing requests, and providing useful analytics, it helps teams work more efficiently and deliver better service. This leads to faster resolution times and improved user satisfaction
Experience for Freshservice
What do you like best about the product?
What I like best about Freshservice, in a more casual way, is that it’s super easy to use and doesn’t make your head spin. Everything’s clean, organized, and you don’t need to be a tech wizard to figure things out.
Plus, it has some really handy features like:
Automations that save you a ton of time (like auto-assigning tickets or sending reminders).
A self-service portal that actually works, so people can help themselves instead of flooding the helpdesk.
And the asset tracking is built-in, so you don’t need a bunch of separate tools to keep everything under control.
It just makes IT support way smoother without being overly complicated.
Plus, it has some really handy features like:
Automations that save you a ton of time (like auto-assigning tickets or sending reminders).
A self-service portal that actually works, so people can help themselves instead of flooding the helpdesk.
And the asset tracking is built-in, so you don’t need a bunch of separate tools to keep everything under control.
It just makes IT support way smoother without being overly complicated.
What do you dislike about the product?
Customization can be a bit frustrating sometimes. You might want to tweak something and realize it’s not as flexible as you hoped.
It’s still a solid tool overall, but yeah—it’s not perfect.
It’s still a solid tool overall, but yeah—it’s not perfect.
What problems is the product solving and how is that benefiting you?
Asset control, SLA improvements, Intuitive Portal and Automations
great tool but limited multilanguage support
What do you like best about the product?
easy to use interface is really the greatest plus for Freshservice.
But also the great customization possibilities are really good.
Customer service is also very responsive on basic questions.
But also the great customization possibilities are really good.
Customer service is also very responsive on basic questions.
What do you dislike about the product?
Multilingual support is not available throughout the tool. Making it necessary to create some.responses/automators/rules 7 times as we are using 7 languages in our Company.
feature requests take a very long time to be resolved even if they seem critical.
feature requests take a very long time to be resolved even if they seem critical.
What problems is the product solving and how is that benefiting you?
tracking customer requests/problems across our different departments and offering traceability.
We also create custom reports through an API straight into our DOMO instance
We also create custom reports through an API straight into our DOMO instance
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