Freshservice
Freshworks Inc.External reviews
1,303 reviews
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External reviews are not included in the AWS star rating for the product.
Easy to Use, Everything Under One Roof
What do you like best about the product?
Easy to use and his everything under one roof.
What do you dislike about the product?
Would like to have more overall customization options.
What problems is the product solving and how is that benefiting you?
Breaks down siloed communication between departments and keeps a single source of truth for IT-related tasks and issues.
Much-Improved End-User Experience with Frequent Freshservice Updates
What do you like best about the product?
Freshservice has provided a much-improved end-user experience for our employees compared with our previous solution. Our new agents can also get up and running on Freshservice in less time. Each month, there are many updates to the application, which helps keep things feeling current and continually improving.
What do you dislike about the product?
Took a while to get used to using the API to perform certain tasks that in some other applications, is built into the UI.
What problems is the product solving and how is that benefiting you?
Freshservice helps us manage the incredible amount of tickets we injest each month, for multiple internal service departments
Highly Customisable, Well-Developed System with Useful Integrations
What do you like best about the product?
Freshservice is a well-developed system with many useful integrations and excellent customisability.
What do you dislike about the product?
There’s a steep learning curve at the start, and it took a lot of custom workflows to get it to where we wanted it.
What problems is the product solving and how is that benefiting you?
I’ve saved a lot of time with the automations and workflows, and fewer tasks get forgotten thanks to scheduled tickets. The built-in asset management has also been very helpful.
Streamlined Ticket Management, User-Friendly Automation
What do you like best about the product?
I really appreciate the great user interface of Freshservice, which makes it easy to use. The dynamically updating fields and the workflow rules are fantastic for automation purposes. I also find the reporting and widgets really helpful for monitoring metrics, which keeps me informed about the important details.
What do you dislike about the product?
Mostly works fine, the workflow rule automation for more complicated tasks can be quite difficult to setup or is limited with the options available for certain scenarios.
What problems is the product solving and how is that benefiting you?
Freshservice allows users to raise tickets themselves and maintains a recorded conversation, enhancing ticket management. The user interface is great, with dynamic fields and workflow automation saving time. Reporting and widgets effectively monitor metrics, improving my experience.
Easy-to-Navigate UI with Helpful, Non-Intrusive AI Automation
What do you like best about the product?
The UI is easy to navigate, and the settings options are clear and straightforward. The AI automated features aren’t too intrusive, but they’re still genuinely helpful when you need them.
What do you dislike about the product?
Occassionaly, there have been issues using 3rd party apps and integrations where those apps need updates or reconfiguration, but there is no clear notification for this.
What problems is the product solving and how is that benefiting you?
It helps with day-to-day issue management and asset management.
Strong visibility and control, but takes effort to get it right
What do you like best about the product?
I’ve been using Freshservice for a while now in a risk and compliance-heavy lending environment, and the biggest win for me is visibility. We manage a mix of internal service requests, incident tracking, and asset oversight, and having everything tied together in one system makes a real difference. The CMDB is actually useful once it’s set up properly—it helps us understand downstream impact when something breaks, which matters a lot when you’re thinking about operational risk. I also like how structured the incident and change management workflows are. There’s enough flexibility to map them to how we operate without feeling like we’re forcing our process into a rigid tool. The automation side, especially with Freddy AI, is helpful for handling repetitive tickets and routing requests. It’s not perfect, but it cuts down manual effort and response time in a noticeable way.
What do you dislike about the product?
Setup and initial configuration took more time than expected. Out of the box, it’s clean, but not fully aligned with how a financial services operation runs, especially with compliance layers involved. We had to spend a fair amount of time customizing workflows, permissions, and data structures to make it fit.
What problems is the product solving and how is that benefiting you?
For us, the main problem was fragmented visibility across systems and inconsistent handling of service requests. Before Freshservice, different teams were using separate tools or even manual processes, which made it harder to track issues, assess risk impact, and maintain audit readiness. Now we have a more centralized view of incidents, assets, and service activity. That directly supports better risk oversight because we can trace issues back to systems, understand dependencies, and respond faster when something goes wrong. It also helps from a compliance standpoint since we have clearer records and more consistent workflows.
Freshservice Centralizes Requests, Assets, and Workflows with Useful Automation
What do you like best about the product?
What stood out to me with Freshservice is how it pulls multiple moving parts into one place. Before this, we were juggling different tools for service requests, asset tracking, and internal workflows, which created gaps in visibility. Freshservice made it easier to centralize everything, especially with incident and change management. The interface is fairly clean and doesn’t feel overwhelming once you get used to it. I also found the automation side genuinely useful. Setting up workflows for recurring requests reduced a lot of manual back-and-forth between teams. Freddy AI is helpful in small ways like suggesting responses or categorizing tickets but I see it more as an assistant than something transformative. Integration-wise, we connected it with a few internal systems and didn’t run into major blockers, which made adoption smoother than expected.
What do you dislike about the product?
The initial setup wasn’t as straightforward as I hoped. Getting the CMDB structured in a way that actually reflects real-world dependencies took time and some trial and error. If you don’t invest that effort early, the value drops quickly.
What problems is the product solving and how is that benefiting you?
From my perspective leading operations and portfolio companies, the biggest issue was lack of visibility and consistency across internal service processes. Different teams handled requests differently, which made it harder to scale operations cleanly. Freshservice helped standardize how requests, incidents, and changes are handled across the organization. That consistency alone has reduced confusion and improved response times. It also gives better insight into where bottlenecks exist, which is valuable when you're trying to optimize processes across multiple teams or companies.
User-Friendly ITSM for Ticketing & Automation, but Pricing and Extra Modules Add Friction
What do you like best about the product?
It’s very user-friendly and lightweight, which makes it easy for a small IT team to administer. Creating automations and notifications is straightforward. It’s also excellent for core IT functions such as ticketing, inventory, and change control.
What do you dislike about the product?
There’s a heavy push for AI integration and unnecessary modules for our use case. At the same time, pricing has gradually crept up, and it seems closely tied to the addition of features we don’t need.
What problems is the product solving and how is that benefiting you?
We needed a relatively low-cost ticketing management and implementation platform that could tie into inventory control, with occasional features like change management and product lifecycle tracking. We also wanted something that could integrate with our project management platforms. Freshservice covers these needs without requiring us to buy separate platforms for each one.
Helpful Inventory and User Assignment Make Troubleshooting Fast
What do you like best about the product?
The inventory feature has been very helpful. We’re able to assign both hardware and software to users, which makes it much easier to troubleshoot issues when they come up. Having the user’s information already available also helps us resolve problems more quickly.
What do you dislike about the product?
Some features aren’t fully customizable. Rather than the software supporting our existing process, we end up having to adjust the process to fit the software.
What problems is the product solving and how is that benefiting you?
Freshservice provides a full-service, one-stop support portal for users. From IT to facilities to HR, users can rely on a single portal to request the help they need and get directed to the right team.
Streamlined Our IT Operations with Ease
What do you like best about the product?
I like Freshservice because it's easy to use and is such a robust system that it continuously exceeds our expectations when it comes to customization to meet our company's needs. It automates ticket assignment, account provisioning, approval workflows, and resolution note generation. The AI agent uses knowledge from our knowledge base effectively. It also pulls in user data from our IdP to keep requester information up-to-date. This makes our agents' jobs easier and allows them to be more intentional with their time, and fulfillment of requests is simpler. It saves us time in the long run. The initial setup was quick, taking less than 2 days to reach the same level we had with Zoho Desk.
What do you dislike about the product?
Some of their built-in apps in the marketplace aren't maintained so they don't always work.
What problems is the product solving and how is that benefiting you?
Freshservice automates ticket assignment, account provisioning, workflows, and keeps user data updated, making it easier for agents and saving us time.
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