Freshservice

What do you like best about the product?

The interface is very easy to adapt and the knowledge base helps us check if there was a similar issue in the past and resolve those easily

What do you dislike about the product?

We have observed that if we log tickets simultaneously like more than 10 mem at a time the UI lags and additionally, I experience the similar issue when I try to bulk edit the tickets.

What problems is the product solving and how is that benefiting you?

It helps to track all tickets in one place and even refer to past ones if a similar issue has occurred

What do you like best about the product?

The mobile app is very useful as I can approve request from anywhere and role based access is exactly as we needed

What do you dislike about the product?

The reporting dashboards feels basic and the documentation needs improvement

What problems is the product solving and how is that benefiting you?

It mainly solves our problem of remote approvals through mobile application

What do you like best about the product?

Freshservice was very effective it ticketing, knowledge management tool. The workflows are advanced and very easy to get started.

What do you dislike about the product?

The product information, videos and knowledge base is very hard to find and there are some glitches in the tool for specific regions

What problems is the product solving and how is that benefiting you?

Freshservice helps us streamline IT service management by making ticketing, workflow automation, and knowledge management more efficient. It provides advanced workflows that are easy to configure and get started with, which improves productivity and reduces manual effort. However, finding product information, videos, and knowledge-base content can sometimes be difficult, and we have experienced a few glitches in certain regions. Overall, it helps us manage and resolve IT requests more effectively.

What do you like best about the product?

We used Freshservice wide range of features that help manage multiple IT operations in one place efficiently. With capabilities across ticketing and IT workflows, it definitely delivers strong value for money.

What do you dislike about the product?

The interface can feel a bit confusing initially, and navigating between different sections can be difficult until users gain enough hands-on experience and become familiar with the platform.

What problems is the product solving and how is that benefiting you?

To check internal IT options and raise IT requests

What do you like best about the product?

Great IT service management tool that integrates well with our custom tools. Easy to use interface, clutter free. Quick responses. Low cost and has simple support for the product. Integrates AI well.

What do you dislike about the product?

The Ui can be enhanced a little to make it use the rea estate and offer richer features to users.

What problems is the product solving and how is that benefiting you?

It is helping us raise IT service tickets, requests and tracking and solutioning

What do you like best about the product?

I like being able to create workflows that help manage ticket flow and keep things moving smoothly. It balances out the software does what we need to get our tasks completed.

What do you dislike about the product?

If you have some custom in-house functions, implementing them can be a bit difficult.

What problems is the product solving and how is that benefiting you?

The workflow automation keeps us from having to manually touch every ticket.

What do you like best about the product?

It is very useful and provides a great overview.

What do you dislike about the product?

Everything is very good. There isn’t much that isn’t good.

What problems is the product solving and how is that benefiting you?

It helps our company collect all ICT issues in a clear, organized way, making it easier to address and solve each problem one by one.

What do you like best about the product?

We have had a consistently reliable uptime experience, and the product is easy to use. Pricing feels reasonable, and it runs with low overhead, which makes it straightforward to maintain.

What do you dislike about the product?

There’s a lack of customer support and essentially no account representatives. They also have poor change control, and platform upgrades have broken services for long periods of time.

What problems is the product solving and how is that benefiting you?

Ticket and service management with repetitive workflows, plus customer self-service.

What do you like best about the product?

We use Freshservice to manage internal support tickets, and I find it simple and efficient for tracking requests, staying on top of them, and closing them out smoothly.

What do you dislike about the product?

The CMDB functionality had several issues, and overall the Freshservice UI can be difficult to navigate. Although the ticketing features are straightforward and user-friendly, the other modules don’t feel as intuitive or as streamlined, which makes the experience less consistent across the platform.

What problems is the product solving and how is that benefiting you?

Freshservice helps us centralize and manage internal support requests in one place instead of relying on emails or multiple communication channels. It makes it easier to track ticket status, assign requests to the right teams, prioritize issues, and ensure timely resolution. This improves visibility, reduces the chances of requests being missed, and makes the overall support process more organized and efficient.

What do you like best about the product?

The UI is genuinely a pleasure to use, and getting around the platform is one of the smoothest experiences we've had with any ITSM tool. There are plenty of integrations available, and we've already had success implementing several of them. Overall, the platform has performed really well, with any issues we've encountered being down to our own internal network rather than the product itself.

We were able to hit the ground running after go-live, which meant we started seeing a return on investment almost immediately. As we've continued to expand our services and make greater use of the platform, that value has only continued to grow.

The support from Freshworks has also been excellent. They've been responsive, helpful, and consistent throughout our journey so far, which isn't something you can say about every vendor. While the AI features are still relatively new, they've already proven their worth. Freddy Copilot in particular has been a great addition, helping agents manage their workload more efficiently. We've already seen positive results, with agents using Freddy Copilot resolving issues more quickly than those who don't currently have access to it.

What do you dislike about the product?

Where Freshservice falls short for us is in the level of customisation that's available. To be fair, this is likely a trade-off that helps keep the platform as intuitive and easy to use as it is, both for end users and administrators. However, there are times when those limitations make it harder to design services and workflows exactly the way we'd like.

The area where this is most noticeable day to day is the Tasks view. While it works well for basic task management, it lacks some of the flexibility and functionality we'd like when managing larger or more complex processes. It's not a deal-breaker by any means, but it's one of the clearest examples of where additional customisation options would help us better align the platform with our operational needs.

What problems is the product solving and how is that benefiting you?

One area where Freshservice is helping to transform how we work is employee onboarding. Historically, many of our onboarding processes have been highly manual, requiring significant time and effort from the team. Freshservice is allowing us to introduce much greater automation into these workflows, helping to streamline what was previously a labour-intensive process.

While we're still in the process of fully realising these improvements, the benefits are already becoming clear. As more of the onboarding journey becomes automated, team members will be able to spend less time on repetitive administrative tasks and more time on higher-value work, ultimately improving efficiency and the overall service we provide.