Freshservice
Freshworks Inc.External reviews
1,280 reviews
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External reviews are not included in the AWS star rating for the product.
Easy onboarding system
What do you like best about the product?
easy to understand, and implementation with in 2 months
What do you dislike about the product?
User Interface quite confused our team because FW separate team to develop eg. Freshdesk and Freshchat , the data dont sync
What problems is the product solving and how is that benefiting you?
better ticketing system and automation
Excellent tool for our client and the company
What do you like best about the product?
We can solve ticket issues faster and collect more information. This allows us to measure the quality of our services.
What do you dislike about the product?
I would like it to be easier to remove data from the tool.
What problems is the product solving and how is that benefiting you?
Fast ticket handling and centralized information management
A very fresh experience with Freshservice
What do you like best about the product?
What initially drew me to Freshservice was its clean, intuitive user interface—it immediately felt more modern and user-friendly than other ITSM tools I had tried. From spinning up a new instance to onboarding customers, the implementation process was smooth and efficient.
I’ve been using Freshservice regularly since 2021, and it has become an integral part of our daily operations. Both agents and customers interact with the platform frequently, and even with a steadily increasing ticket volume, the experience remains consistently smooth and reliable.
Over the years, the platform has seen continuous improvements. One of the most impactful additions has been Freddy AI, which provides quick assistance with product features and intelligent suggestions using solution base articles—making everyday tasks even more efficient.
Freshservice also stands out for its rich feature set and high degree of customizability. The drag-and-drop workflow automator makes it easy to configure even complex workflows without hassle. We've also built multiple third-party custom integrations to meet specific customer needs, and the platform has handled them seamlessly.
Lastly, the customer support and product teams have been incredibly responsive. For example, they quickly rolled out the much-needed CC feature in the "send email" action based on our request—demonstrating their commitment to customer feedback and continuous improvement.
I’ve been using Freshservice regularly since 2021, and it has become an integral part of our daily operations. Both agents and customers interact with the platform frequently, and even with a steadily increasing ticket volume, the experience remains consistently smooth and reliable.
Over the years, the platform has seen continuous improvements. One of the most impactful additions has been Freddy AI, which provides quick assistance with product features and intelligent suggestions using solution base articles—making everyday tasks even more efficient.
Freshservice also stands out for its rich feature set and high degree of customizability. The drag-and-drop workflow automator makes it easy to configure even complex workflows without hassle. We've also built multiple third-party custom integrations to meet specific customer needs, and the platform has handled them seamlessly.
Lastly, the customer support and product teams have been incredibly responsive. For example, they quickly rolled out the much-needed CC feature in the "send email" action based on our request—demonstrating their commitment to customer feedback and continuous improvement.
What do you dislike about the product?
While Freshservice has proven to be a robust and feature-rich ITSM platform, there are a few areas where the experience could be improved to enhance overall customer satisfaction.
One such area is the consistency of customer-facing support. In some interactions, we’ve noticed that certain support agents lacked sufficient product knowledge, which led to delays and repeated queries—ultimately consuming valuable time and causing frustration for users.
In terms of customizability, while the platform offers a wide range of features, there are still a few limitations. For instance, in the workflow automator, it would be highly beneficial to have the ability to rejoin flows after they split based on conditions. Additionally, customizing the support portal currently requires technical expertise in HTML and CSS. A more intuitive, UI-based customization tool would significantly improve the experience for admins and non-technical users alike.
These are relatively minor issues but addressing them would go a long way in refining the platform from both an administrator’s and end-user’s perspective. Despite these challenges, Freshservice remains a powerful and reliable ITSM solution, and I would still confidently recommend it to others.
One such area is the consistency of customer-facing support. In some interactions, we’ve noticed that certain support agents lacked sufficient product knowledge, which led to delays and repeated queries—ultimately consuming valuable time and causing frustration for users.
In terms of customizability, while the platform offers a wide range of features, there are still a few limitations. For instance, in the workflow automator, it would be highly beneficial to have the ability to rejoin flows after they split based on conditions. Additionally, customizing the support portal currently requires technical expertise in HTML and CSS. A more intuitive, UI-based customization tool would significantly improve the experience for admins and non-technical users alike.
These are relatively minor issues but addressing them would go a long way in refining the platform from both an administrator’s and end-user’s perspective. Despite these challenges, Freshservice remains a powerful and reliable ITSM solution, and I would still confidently recommend it to others.
What problems is the product solving and how is that benefiting you?
1. Multi-Tenant Support: Being a service provider, having the ability to manage multiple client environments from a single platform while keeping the data isolated and secure is critical.
2. Centralized incident management: This enables the agent or requesters to log, track, and resolve security incidents across different clients in a unified interface.
3. Automation of Incident workflows: Helps to automate repetitive tasks like ticket categorization, assignment, notification and escalation based on predefined rules.
4. Audit trails and compliance: Maintains detailed logs of incident handling, which is crucial for compliance and post-incident analysis.
5. Custom forms and fields: Supports tailored ticket forms for different clients, ensuring relevant data is captured for each security incident.
6.Freddy AI Assistance: Provides intelligent suggestions and quick access to knowledge base articles for faster resolution of incidents.
7. Unified Service Desk: Consolidates service requests, incidents, and tasks for both external clients and internal teams in one place.
8. Role-Based Access and Visibility: Ensures that agents and teams only see the tickets and data relevant to their roles or clients.
9. Knowledge Base Integration: Helps reduce ticket volume by enabling self-service through solution articles for both clients and internal users.
10. Analytics and Reporting: Provides a much-needed feature to automate tailored reports to the clients which is crucial while managing security incidents.
2. Centralized incident management: This enables the agent or requesters to log, track, and resolve security incidents across different clients in a unified interface.
3. Automation of Incident workflows: Helps to automate repetitive tasks like ticket categorization, assignment, notification and escalation based on predefined rules.
4. Audit trails and compliance: Maintains detailed logs of incident handling, which is crucial for compliance and post-incident analysis.
5. Custom forms and fields: Supports tailored ticket forms for different clients, ensuring relevant data is captured for each security incident.
6.Freddy AI Assistance: Provides intelligent suggestions and quick access to knowledge base articles for faster resolution of incidents.
7. Unified Service Desk: Consolidates service requests, incidents, and tasks for both external clients and internal teams in one place.
8. Role-Based Access and Visibility: Ensures that agents and teams only see the tickets and data relevant to their roles or clients.
9. Knowledge Base Integration: Helps reduce ticket volume by enabling self-service through solution articles for both clients and internal users.
10. Analytics and Reporting: Provides a much-needed feature to automate tailored reports to the clients which is crucial while managing security incidents.
A robust and flexible tool with room for improvement in support
What do you like best about the product?
Freshservice is a solid and flexible platform that checks many of the boxes for our organization's needs. It’s extensive in functionality, and if you have the right team and resources, you can customize it to suit nearly any use case. From ticket management, integrations with other systems, to workflows and automation, the platform offers a lot of depth and scalability. The interface is modern and generally intuitive, making it easier for users to adopt.
What do you dislike about the product?
The main challenge we face is with the support experience. While the support team is courteous and eager to help, the fact that they are based overseas has introduced a language and communication barrier that makes deeper problem-solving difficult. Their suggestions often feel canned or generic, which doesn't help us implement solutions tailored to our specific environment. This makes it hard to fully adopt some of the more advanced features without investing a lot of time internally.
What problems is the product solving and how is that benefiting you?
Freshservice provides us with a unified platform (a single pane of glass) for managing and tracking tickets across all the organizations we support. This centralized visibility has greatly improved communication and accountability across teams. It ensures that nothing falls through the cracks and that all requests are properly documented and tracked from submission to resolution.
The automation features help reduce manual tasks, speeding up resolution times and improving overall efficiency. It also helps us standardize processes, enforce SLAs, and gather valuable metrics through reporting and dashboards, which aid in continuous service improvement. The knowledge base and self-service portal have helped deflect common tickets, empowering users to find solutions on their own and reducing the workload on our support staff.
The automation features help reduce manual tasks, speeding up resolution times and improving overall efficiency. It also helps us standardize processes, enforce SLAs, and gather valuable metrics through reporting and dashboards, which aid in continuous service improvement. The knowledge base and self-service portal have helped deflect common tickets, empowering users to find solutions on their own and reducing the workload on our support staff.
Efficient Ticket Structuring and Visual Management to Improve SLAs and Real-Time Operations
What do you like best about the product?
Through the service catalog, we were able to structure ticket creation, ensuring proper distribution among teams and, most importantly, accurate categorization and prioritization to meet the expected SLA. Visual management and performance indicators are another key differentiator that allow us to monitor operations in real time and drive continuous improvement in our processes.
What do you dislike about the product?
The integration between Freshworks solutions is not very seamless; we have some difficulties integrating Freshservice with Freshdesk or Freshchat, for example.
What problems is the product solving and how is that benefiting you?
We restructured the entire ITSM and SSC process, ensuring greater efficiency and higher satisfaction for both internal and external customers.
Excellent interface, easy to use
What do you like best about the product?
asset management and ticket monitoring
What do you dislike about the product?
Sometimes it is complex to find some options, otherwise nothing else.
What problems is the product solving and how is that benefiting you?
Customer issues with the solutions handled by the company, management of internal requests.
Fresh Service Newbie
What do you like best about the product?
The overall structure is highly customizable, and the backend development team demonstrates relentless dedication to continuous improvement. Their commitment to refining and enhancing integrations ensures the product is always evolving, making their drive a refreshing and inspiring force.
What do you dislike about the product?
Some features could benefit from further refinement, particularly the service bot integrated with Teams. It appears that its functionality could be expanded to enhance interactions with our customers more effectively.
What problems is the product solving and how is that benefiting you?
They are continuously updating the product which each and every feature being added helps our company in some sort of way.
Great servicedesk software that integrates with almost anything
What do you like best about the product?
Simple, cloud based, ticketing system. Straightforward integration, and nicely pulls up user info with tickets. Has a lot of features under the hood as well, and a great amount of customization. Kind of fun to discover new tools like the email commands, and there seems to be a never ending amount of new features added regularly.
What do you dislike about the product?
Lots and lots of features, some are excellent, some need a little more love to reach efficiency. Reporting is the life's blood of the Service Desk. Some obvious reports aren't there and you'll have to make, which takes a bit of time to master. Also, there should be a refresh timer on the Ticket List screen. Like, be able to set how many seconds before the next refresh. It refreshes, but I want tickets to show up instantly, not 30 seconds from now.
What problems is the product solving and how is that benefiting you?
Consistency and timeliness were some problems I wanted to fix by going to Freshservice. Setting it up wasn't much of a problem. Our internal processes when dealing with tickets was more of a problem. Reporting and SLAs are right there in front of us, and with instant messenger integration, I can get instant notifications when SLAs are missed, or tickets come in high priority.
Very good Product
What do you like best about the product?
The time it takes to get used to Freshworks when you implement it is straightforward, It is nice and easy to implement and get the process of the ground. The user base is very easy to use and getting the system to how you like it is very nice. This is now used every day by our IT teams and the integration is being considered by other departments.
What do you dislike about the product?
The backened system is quite hard to understand, There customer support is very script based and doesnt help in all cases.
What problems is the product solving and how is that benefiting you?
Implemented a very good IT system and helped us massivly in IT.
Freshservice change how i handle my IT department
What do you like best about the product?
ease of implementation and quick adaptation.
What do you dislike about the product?
can be a little cheaper in price for per user per month.
What problems is the product solving and how is that benefiting you?
Ticket Reply and asset management
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