Freshservice
Freshworks Inc.External reviews
1,280 reviews
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User friendly
What do you like best about the product?
User friendly. Very easy to search for my tickets.
What do you dislike about the product?
Less fields to be assessible right on my dashboard
What problems is the product solving and how is that benefiting you?
Ticketing system for our student services
Freshservice changes the way the campus works together
What do you like best about the product?
The ability to customize service catalog items
What do you dislike about the product?
I have not encountered things I dislike about Freshservice. However, ability to customize the system to meet business process is what I am interested in a lot.
What problems is the product solving and how is that benefiting you?
Freshservice portal breaks down the silo and ensure the students' inquiries are retained consistently across multiple units at the institution.
My Fresh service experience
What do you like best about the product?
it has a modern and clean UI, the customizable workflows, how quick and straightforward it was to deploy. it allows us to easily track and maintain good support to our staff. it is used everyday in our team. I like all the integration pieces it offers as well.
What do you dislike about the product?
maybe the customization of the UI in lower-tiers, other than that not much
What problems is the product solving and how is that benefiting you?
Repetitive tasks like onboarding, ticket triaging, approvals, and notifications took up too much time but with fresh service we are able to Custom workflows, approval chains, and automation rules handle tasks based on triggers, conditions, and actions
Essential Tool for Our Daily IT Operations
What do you like best about the product?
Freshservice is intuitive and easy to use, both for our team and our end users. Implementation with other services is relatively straightforward, and Freshservice offers a broad range of integrations that suit our ecosystem well. We rely on it daily for everything from ticket support to change management, and it’s become a core part of our workflow. Customer support is central to our operations, and Freshservice supports that need exceptionally well.
What do you dislike about the product?
Occasionally, we run into limitations with the API and workflow automations, especially when trying to implement more complex scenarios. However, these areas continue to improve with each update, and it’s clear that the product team is actively listening to user feedback.
What problems is the product solving and how is that benefiting you?
Freshservice helps us centralise and manage all incoming IT requests efficiently, providing clear visibility and accountability across our team. It supports our full ITIL-based processes, from incident and problem management to changes and service requests. The built-in automation and workflows reduce manual effort, allowing our agents to focus on higher-value tasks. As a result, we’re resolving issues faster, improving service consistency, and delivering a better overall experience to our end users.
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
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
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