Freshservice
Freshworks Inc.External reviews
1,273 reviews
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External reviews are not included in the AWS star rating for the product.
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.
Service Support functions on demand with a great QoS.
What do you like best about the product?
I adopted Freshservice 7 years ago for my Support team, moving over from an archaic CVS style application.
I planned the did the usual expansion workflows and mapping and documentation within my project. It was 3 months from concept to the first mail landing in the queue.
I could list many features - we all in the industry and we know what our gotcha's / MVP's are in terms of metrics and monitoring (Yes, you can even write your own code to calculate values that are not in the system - 7 years I only had 2).
The best feature Freshservice has is its use and how intuitive the platform is end to end. You don't have to re-invent the wheel and the learning and adoption is fast and seamless throughout all the profiles catered to.
This and that how unique the system is in terms of adaptability and drop and drag functionality to customize anything you desire from CSAT's to asset libraries.
Just remember to add a workflow, so that should your instance of Fresh send a confirmation of support - to another helpdesk for any reason, the two platforms will create an internal DDoS - Add the email to a rule to stop processing and remember to maintain the lists.
I implemented Fresh for my support team, and 6 months later, signed up another instance for my IT Team.
I therefore have 2 versions of Freshservice - that confirms it that my IT teams asked to also have the same ticketing system as Ops.
I planned the did the usual expansion workflows and mapping and documentation within my project. It was 3 months from concept to the first mail landing in the queue.
I could list many features - we all in the industry and we know what our gotcha's / MVP's are in terms of metrics and monitoring (Yes, you can even write your own code to calculate values that are not in the system - 7 years I only had 2).
The best feature Freshservice has is its use and how intuitive the platform is end to end. You don't have to re-invent the wheel and the learning and adoption is fast and seamless throughout all the profiles catered to.
This and that how unique the system is in terms of adaptability and drop and drag functionality to customize anything you desire from CSAT's to asset libraries.
Just remember to add a workflow, so that should your instance of Fresh send a confirmation of support - to another helpdesk for any reason, the two platforms will create an internal DDoS - Add the email to a rule to stop processing and remember to maintain the lists.
I implemented Fresh for my support team, and 6 months later, signed up another instance for my IT Team.
I therefore have 2 versions of Freshservice - that confirms it that my IT teams asked to also have the same ticketing system as Ops.
What do you dislike about the product?
It is not always frictionless, in my experience the largest detractor is that when you log an issue / bug / feature you will need to repeat yourself numerous times across multiple meetings - even if you send the most descriptive mail with screen grabs, its generally a meeting, I have a phenomenal relationship with my reseller, who caters to my complex schedule - this took the edge of my frustrations and I now only manage my queries once escalated out.
What problems is the product solving and how is that benefiting you?
Single source of truth and follow the sun / on call schedules, I am discovering new value adds frequently. Currently I am revising the orchestration tools to add a marketplace app for Intune Device Management - allowing me to intergrade with nearly all the Microsoft products (from an Admin and Infrastructure vantage).
I created 1 workflow, with end to end SDLC for out complex and extensive AWS monitoring - granted the workflow runs over 3 modules and multiple conditions, with the workflow taking almost 3 weeks of my time.
The system now does everything from the moment an alert lands from SNS / Guard Tower / Inspector ect that meets any of my multiple conditions and keywords, through to assigning the issue to an engineer and multiple internal processes.
I created 1 workflow, with end to end SDLC for out complex and extensive AWS monitoring - granted the workflow runs over 3 modules and multiple conditions, with the workflow taking almost 3 weeks of my time.
The system now does everything from the moment an alert lands from SNS / Guard Tower / Inspector ect that meets any of my multiple conditions and keywords, through to assigning the issue to an engineer and multiple internal processes.
Good ITSM tools that keeps improving and automating
What do you like best about the product?
Automatision and easy to use for the emplyees. Custom support is fast and really helps you on your way. We use Fresh daily with the whole team so it has to be stable. Easy to integrate with other tools that we use.
What do you dislike about the product?
I would like some more freedom with the layout of the selfservice portal. The option to chose other symbols or a diferant layout
What problems is the product solving and how is that benefiting you?
Key Features for us where.
Freshservice offers a clear and comprehensive overview of tickets, ensuring efficient tracking and management. With automatic ticket distribution, tasks are assigned to the right teams without delay, improving response times and productivity.
It also provide an easy-to-use Configuration Management Database (CMDB), helping us to keep track of assets and their relationships effortlessly. The robust reporting tools enable you to generate detailed insights, supporting better decision-making and performance monitoring.
Additionally, it a dedicated customer portal where users can request new accounts, hardware, and other services, streamlining communication and service delivery.
Freshservice offers a clear and comprehensive overview of tickets, ensuring efficient tracking and management. With automatic ticket distribution, tasks are assigned to the right teams without delay, improving response times and productivity.
It also provide an easy-to-use Configuration Management Database (CMDB), helping us to keep track of assets and their relationships effortlessly. The robust reporting tools enable you to generate detailed insights, supporting better decision-making and performance monitoring.
Additionally, it a dedicated customer portal where users can request new accounts, hardware, and other services, streamlining communication and service delivery.
Nice supercharged support system
What do you like best about the product?
It is highly customizable, to adapt to any type of company.
Automations are great and help you keep customers informed and happy.
Automations are great and help you keep customers informed and happy.
What do you dislike about the product?
Maybe the excess of capabilities can be overwhelming, but once everything is set up properly all works like a charm.
What problems is the product solving and how is that benefiting you?
Have incidents and ticket categorized properly without effort or manual interactions
With Freshservice, we maintain an overview at all times, even with increasing ticket volume.
What do you like best about the product?
What I particularly appreciate about Freshservice is that all incoming tickets arrive in a clear system. Every request can be tracked seamlessly – nothing gets lost in the support void. Customers receive transparency about the current status at any time through their own portal. And our new service shop is discreetly evolving in the background.
What do you dislike about the product?
A disadvantage of Freshservice is the limited expandability of ticket processing. Features like automatic time tracking for TeamViewer, AnyDesk, or phone sessions are currently missing. This would be a relief for us as a service provider. The analysis portal does not always provide the level of detail we need for our reports. As an IT system house on behalf of customers, we sometimes miss the levers to map processes individually. For onboarding and offboarding, we have also built our own solution via the service catalog, which can then be customized for the customer using the workflow automator. The onboarding and offboarding process natively depicted in Freshservice may be good for a corporate solution, but not for an MSP.
What problems is the product solving and how is that benefiting you?
Problem
We are still at the beginning with Freshservice and miss essential functions in the ticket system – such as automatic time tracking for TeamViewer, AnyDesk, or phone sessions, as well as in-depth analyses in the analytics portal. Individual adjustments for our customer workflows are largely missing.
Freshservice Solution
Freshservice offers an open API and an app marketplace through which we can retrofit time tracking integrations for remote tools. Custom fields and expandable reporting dashboards allow us to capture and analyze exactly the data we need. Automated workflows and webhooks ensure that processes are mapped as we are accustomed to in-house.
Benefits for us
– Less additional effort: Manual time tracking is eliminated, connections run automatically.
– Full transparency: Reports provide the level of detail we need for our customer billing and service optimization.
– Scalability: With ready-made integrations and flexible fields, we can adapt Freshservice to new requirements at any time – without significant development effort.
We are still at the beginning with Freshservice and miss essential functions in the ticket system – such as automatic time tracking for TeamViewer, AnyDesk, or phone sessions, as well as in-depth analyses in the analytics portal. Individual adjustments for our customer workflows are largely missing.
Freshservice Solution
Freshservice offers an open API and an app marketplace through which we can retrofit time tracking integrations for remote tools. Custom fields and expandable reporting dashboards allow us to capture and analyze exactly the data we need. Automated workflows and webhooks ensure that processes are mapped as we are accustomed to in-house.
Benefits for us
– Less additional effort: Manual time tracking is eliminated, connections run automatically.
– Full transparency: Reports provide the level of detail we need for our customer billing and service optimization.
– Scalability: With ready-made integrations and flexible fields, we can adapt Freshservice to new requirements at any time – without significant development effort.
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
Moving towards automation
What do you like best about the product?
The automation and monitoring that can be done on the dashboard
What do you dislike about the product?
The maximum amount of storage that can be used for each ticket
What problems is the product solving and how is that benefiting you?
The delay that existed with the SLAs and now there is better visibility for each client
my experience
What do you like best about the product?
It is a good tool for help desk management.
What do you dislike about the product?
Everything I have used I have liked or it meets what I need.
What problems is the product solving and how is that benefiting you?
Create an easier communication for me between my clients and my support engineers.
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.
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