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 Ticket Organization, But Needs Better Folder and Snooze Options
What do you like best about the product?
I like the variety of options available for organizing tickets, such as tags, categories, due dates, and urgency levels. I also find it helpful that it allows me to save canned responses, even with attachments included.
What do you dislike about the product?
I find it frustrating that the system doesn't let you save tickets in separate folders or snooze them. This becomes especially problematic when you have more than 50 tickets, as it makes it hard to manage them efficiently. As a result, some tickets may go unattended for days, which is a significant drawback.
What problems is the product solving and how is that benefiting you?
Our company started using Freshservice to get a better idea of the number of requests we receive daily and how long it takes us to resolve them. It has helped us track our metrics and improve our monthly goals
Streamlined Our Internal Operations, Freeing Us to Focus on Core Product Development
What do you like best about the product?
My team's efficiency is the most important thing as the Head of Marketing at a software company. Although I am not part of the IT department, the Freshservice implementation by the operations team was great and the impact of the department was very positive from the first moment. The main highlight of the product is its ease of use; filing tickets for whatever it is, be it graphic design requests or new software access, is absolutely straightforward through the portal. Thanks to the automated ticket routing, our requests are handed over to the right person or team without any waiting time. I employ it regularly, and the openness it offers, which lets me know the status of my team's requests, has been a great change from which internal emails and meetings for follow-ups have been largely eliminated.
What do you dislike about the product?
While the number of features is impressive, the initial setup for some of the more advanced workflow automations required considerable effort from our IT lead. For a smaller company without a dedicated admin, this could be a hurdle. Furthermore, while generally responsive, we did experience a delay in customer support resolution for a complex integration question early on. It was eventually solved, but the initial response time was slower than we had hoped.
What problems is the product solving and how is that benefiting you?
Essentially, Freshservice has been the key to untying the tangled mess of erratic, internally unstructured requests. My marketing team was using a horrible mix of email, Slack messages, and impromptu conversations to get the support they needed from IT, design, and other internal functions before the implementation of Freshservice. It was a time when tickets were getting lost, priorities were unclear, and what was in progress was difficult to track. Freshservice made the system more orderly and brought accountability. The big win for me and my team is a huge jump in operational clarity. We are less involved in the game of chasing people for updates and more engaged in high-value marketing work. This efficient method has an immediate positive impact on our productivity and a great deal of freedom to support the company's growth at a faster pace, knowing that our internal dependencies are under control.
Efficient ITSM platform with great automation and asset tracking
What do you like best about the product?
Freshservice offers a clean and intuitive interface that makes managing IT tickets and service requests incredibly easy. The automation features save a lot of time by streamlining repetitive tasks, and the asset management module helps us keep track of hardware and software efficiently. Integration with tools like Azure AD and Slack is seamless, and onboarding workflows are well-structured.
What do you dislike about the product?
While the platform is powerful, the reporting and analytics features could be more flexible and customizable. Sometimes, the dashboard takes time to load when there are a large number of tickets.
What problems is the product solving and how is that benefiting you?
Freshservice helps us streamline IT support operations by centralizing ticket management, automating repetitive tasks, and improving visibility into service requests. It has significantly reduced response times and improved SLA compliance. The onboarding workflows and asset tracking features have made employee transitions smoother and more efficient. Overall, it has enhanced our team's productivity and improved user satisfaction across departments.
Freshservice review
What do you like best about the product?
-Ease of use
-GUI is good and informative.
-Good customer support
-Integrates with GWP makes life easy.
-Asset tracking with the tickets.
-Asset management.
-Option to create an individual workplace.
-As I use this day in and out, it's beneficial to have brief information and tiles for ticket status and responses.
-GUI is good and informative.
-Good customer support
-Integrates with GWP makes life easy.
-Asset tracking with the tickets.
-Asset management.
-Option to create an individual workplace.
-As I use this day in and out, it's beneficial to have brief information and tiles for ticket status and responses.
What do you dislike about the product?
The setting page can be more refined, and the task automation is complicated.
What problems is the product solving and how is that benefiting you?
It has refined the ticketing system and made it easier to manage and maintain the records. Integration with multiple apps gives easy access and ticket updates.
Setting pane can be more refined .
Setting pane can be more refined .
Simple IT ticketing system
What do you like best about the product?
Simplicity, pricing plans , integrations
What do you dislike about the product?
not for big organization, it is okay for small to medium organizations
What problems is the product solving and how is that benefiting you?
orgnize IT Issues in one place, allowing help desk team to cooperate together to solve the issues and also document it
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
Review ITSM
What do you like best about the product?
There is no code no code environment with generally help or non developer as well to configure all the things without any developer
What do you dislike about the product?
As compare to other tools in market like service now there are not that match efficiency towards customising the things
What problems is the product solving and how is that benefiting you?
So there was no require of a very big team to manage pressure with also due to their autumn field customisation please Kings are very easy to manage so that's why it is not take much time the production is down too.
Modern, Intuitive, and Powerful – Freshservice Gets It Right
What do you like best about the product?
Freshservice offers an intuitive, modern interface that’s easy for both agents and end users to navigate. The modular structure makes it adaptable for different departments, not just IT — and features like workflow automator, custom forms, and service catalog are straightforward to configure. The ability to create separate workspaces for different teams with role-based access has made it much easier to decentralize support while maintaining consistency. Plus, the integration ecosystem (especially with tools like Jira, Slack, and Google Workspace) is solid.
What do you dislike about the product?
Licensing complexity can be confusing — especially distinguishing between IT agents and business agents, which impacts cost and access to features. Some advanced reporting and analytics features require a higher-tier plan, and form field management can become messy without strong internal process control. Occasionally, updates roll out without enough documentation or notice, which can create friction.
What problems is the product solving and how is that benefiting you?
Freshservice has helped us centralize support across multiple departments, standardize request handling, and automate workflows. It’s improved response times, accountability, and made it easier to scale support as we grow.
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.
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