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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.
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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.
Freshworks FreshService is Refreshing and Robust
What do you like best about the product?
Freshworks platform has been a welcome change for me and honestly refreshing to use.
What do you dislike about the product?
There's so much, we haven't been able to make use of it all yet.
What problems is the product solving and how is that benefiting you?
It has a board view that I love and is friendly for our agents to use. We use Fresh Service and can identify problems and map the tickets that are dealing with the same problem. We can keep track of reoccurring “Problems” and make sure that a resolution is found. We can input that resolution, and we can create “Solutions” to issues that are searchable in a Knowledgebase. Onboarding and Offboarding are part of our “Employee Journeys” dropdown. We use “Changes” management within the application. There is “Assets” management that is convenient to have as well. We enjoy diverse “Reporting” capabilities for our team’s statistics. There’s even more in “Projects” management and without further explanation I recommend. So full and fun as well!
Freshservice
What do you like best about the product?
Can support multiple clients under MSP mode
What do you dislike about the product?
The fact that we lose Departments when switching over to MSP.
What problems is the product solving and how is that benefiting you?
Single point of contact for end users.
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.
Freshservice helped bring structure and speed to our IT support
What do you like best about the product?
It’s made a huge difference for us. Freshservice gave our global IT team one place to manage tickets, requests, and changes — with a clean interface and smooth workflows. Since rollout, we’ve cut resolution times by around 35% and seen productivity go up by 25%. The service catalog, automation, and Microsoft 365 integration have made things easier for both IT and users.
What do you dislike about the product?
Reporting could be a bit more flexible — building custom dashboards for our specific needs takes work. And for our China users, there are occasional performance hiccups. But overall, it’s a solid platform and those are just areas to improve.
What problems is the product solving and how is that benefiting you?
Freshservice has helped us bring structure to how we manage incidents, service requests, and changes across regions. Before this, things were more scattered. Now with automation and a proper service catalog, the team’s more productive, tickets get resolved faster, and we have better visibility into what’s happening across departments.
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.
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