Freshservice
Freshworks Inc.External reviews
1,293 reviews
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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
Improved response time to incidents by 25%
What do you like best about the product?
As the I.T. Manager, I value the reasonable pricing, strong SLA capabilities, detailed reporting, and the transparency into agent-assigned incidents and tickets. What stands out most, however, is that this solution has reduced our incident response time by over 25%.
The setup was straightforward, easy to use, customer support has been reliable, and it's become a tool we rely on daily. While we haven’t yet explored the many integration features, we plan to take full advantage of them in the near future.
The setup was straightforward, easy to use, customer support has been reliable, and it's become a tool we rely on daily. While we haven’t yet explored the many integration features, we plan to take full advantage of them in the near future.
What do you dislike about the product?
There are really no cons to Freshservice that we have found to date.
What problems is the product solving and how is that benefiting you?
Freshservice helps our IT staff stay on top of incident tickets, ensuring nothing slips through the cracks. It also adds a sense of urgency by flagging tickets when SLA deadlines are approaching, helping us stay accountable and responsive.
FreshService has made it easier for users to interact with our ITSM tools.
What do you like best about the product?
With FreshService being cloud based, it has made it easier for users and agents to interact with the helpdesk eliminating the requirement for users to VPN into our internal LAN to access ITSM tools. We have also enabled SSO with FreshService making it much easier to access.
What do you dislike about the product?
On rare occasions, maybe once or twice a year for brief periods, FreshService may become inaccessible due to issues in the cloud.
What problems is the product solving and how is that benefiting you?
FreshService has allowed our end users to access the incident management system from anywhere on the internet. Also, with FreshService providing resolution suggestions as users enter ticket data, this has resulted in a 10% decrease in ticket escalations.
Great IT service desk tool
What do you like best about the product?
I like the customizeability of the Freshservice tool and that you can collect your whole suite in one place.
I also really like their big API documentation
I also really like their big API documentation
What do you dislike about the product?
The documentation for expressions in Workflow automator could be better.
What problems is the product solving and how is that benefiting you?
We can collect all our data in one place, which we can then use as the source of truth.
We have tickets, guides, contracts, softwares and all our users. We can run almost all operations from within Freshservice.
We have tickets, guides, contracts, softwares and all our users. We can run almost all operations from within Freshservice.
Great helpdesk tool for IT Teams
What do you like best about the product?
Freshservice is easy to use and helps our IT team manage tickets smoothly. The interface is clean, and setting up workflows is simple. I love the automation features and they save us a lot of time. The mobile app is also handy for quick updates.
What do you dislike about the product?
Sometimes, reporting features feel a bit limited. Customizing reports could be easier. Also, the pricing can get high as you add more features or users.
What problems is the product solving and how is that benefiting you?
Freshservice helps us organize and track IT support tickets efficiently, so nothing gets lost or forgotten. Before, we used emails and spreadsheets, which was messy. Now, all requests are in one place, and automated workflows assign tickets to the right team members.
It also makes asset management easier and we can track company devices and software licenses without hassle. The knowledge base feature reduces repeat questions by letting users find answers themselves.
It also makes asset management easier and we can track company devices and software licenses without hassle. The knowledge base feature reduces repeat questions by letting users find answers themselves.
Best in class in what's most important
What do you like best about the product?
The UI/UX is amazing. Both agents and end users find it incredibly use but also incredibly flexible and customizable. We were able to very quickly implement our necessary customizations and integrate it with our other systems like Entra and intune. If I ever don't know anything, the freshservice team responds quickly to tickets. Our whole IT team has freshservice open every day, all day.
What do you dislike about the product?
The asset management side is missing some UI visual aides that other softwares have. The AI agent often misunderstands requests, submitting very wrong tickets that don't represent the users request.
What problems is the product solving and how is that benefiting you?
Freshservice gives us trackable work with history through their service desk. That means our staff get quicker responses and most importantly not all together forgotten. Trust and happiness with the IT department has overall gone up.
Efficiency, Asset Management, and Service Excellence
What do you like best about the product?
As a growing business operating in a fully remote environment, we recognise the importance of having a modern, efficient, and reliable IT service management tool. After evaluating 2-3 options, we chose Freshservice, and it has proven to be a transformative tool in the way we manage IT operations, streamline asset management, and deliver an exceptional service to both internal employees and external customers.
Freshservice has enabled us to drive efficiency across the organisation.
Freshservice has enabled us to drive efficiency across the organisation.
What do you dislike about the product?
Reporting seems a little clunky but gives us what we need right now. It's early days in diving into that aspect of things.
What problems is the product solving and how is that benefiting you?
Freshservice reduces manual effort via the workflow automation feature. It accelerates ticket resolution time with the introduction of Freddy AI who deflects common issues and surfaces knowledge articles. It gives us far more options for employees to contact IT and raise requests in a more formal manner. it consolidates all requests across IT & HR.
We have improved asset monitoring and tracking
We have improved asset monitoring and tracking
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