Freshservice
Freshworks Inc.External reviews
1,293 reviews
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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
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
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
Useful, practical and intuitive
What do you like best about the product?
Useful, practical, and intuitive; I can also get performance metrics from the same tool.
What do you dislike about the product?
The technical support process is not clear, they take a long time to give a final resolution and sometimes it is not effective.
What problems is the product solving and how is that benefiting you?
Responding to cybersecurity incidents and monitoring their volume
Does What t Says
What do you like best about the product?
The time to implement and easy of getting up and running.
What do you dislike about the product?
nothing, so far all has been good with the system
What problems is the product solving and how is that benefiting you?
the automated responses to low level incidents has freed up time.
A Simplified all around ITSM tool
What do you like best about the product?
We use it daily here,
it'q quite simple to configure and use
Clear interface that allows simple implementation and integration
Fast response by customer support
it'q quite simple to configure and use
Clear interface that allows simple implementation and integration
Fast response by customer support
What do you dislike about the product?
If you need complex configuration you will need to get a hold of the API, which carries a bit of learning coding and API management.
What problems is the product solving and how is that benefiting you?
Managing both Customer facing self service portals and Internal self service support portal with limited personnel.
Standardizing and automating our onboarding/offboarding process, allowing us to interconnect several platforms to FS via the API.
Standardizing and automating our onboarding/offboarding process, allowing us to interconnect several platforms to FS via the API.
Very good Help Desk platform
What do you like best about the product?
Easy to configure and implement new needs for our company and for the companies that we support.
What do you dislike about the product?
Nothing, everything was good untill now.
What problems is the product solving and how is that benefiting you?
Fresh Service solves the ticket management and SLA
Great Ticketing
What do you like best about the product?
FreshService has greatly improved ticket tracking and follow-through.
What do you dislike about the product?
The only thing about FreshService that I dislike is the amount of time it takes to learn the system. It is so full of options and abilities, that it would take a very long time to feel like I was using the system to it's fullest potential.
What problems is the product solving and how is that benefiting you?
FreshService is providing a method of automatic ticket creation, which helps us to stay on top of all issues that arise for each of our clients and allows us to follow each issue through to its resolution.
Great automation capabilities
What do you like best about the product?
The automation and leverage of auto closing unnecesary tickets
What do you dislike about the product?
It would be great to implement tabs to have several tickets open at the same time and not having to go back and open one by one
What problems is the product solving and how is that benefiting you?
Helping in having the organized ticketing system to work on pour different tasks and marking time for each case taken.
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