Freshservice

What do you like best about the product?

It is very easy to use, and the customization and automation features greatly assist with daily tasks. The reporting tools also feature a great, intuitive interface for generating key metrics.

What do you dislike about the product?

Service ticket reports are kept separate from the Projects module, and I’m not able to consolidate that data into a single report. This makes it harder to get one unified view of everything in one place.

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

It enabled ticket handling with the AI “Freddy,” which can retrieve information from our knowledge base, past tickets, incidents, and the change advisory board, and also suggest and refine text for user interactions.

What do you like best about the product?

I like the customization I can have even though out of the box is very good already. It looks nice and clean and of course we can brand it. It really saves us a lot of time and keeps our work organized and measurable. Automations and integrations are fantastic and very simple to use which enables us to further enhance the power and utility of the system. I absolutely love the community as well and the customer service when it comes to support. Performance-wise it has worked really well for us, the system is fast even when looking through many tickets, modules and reports load quite quickly and we have had very little to no downtime related to Freshworks incidents. The price is very decent for what we get as it is not as robust as Service Manager or Service Now for example, but we get all functionalities we need with the dev team constantly improving the system. We haven't really used AI much, but I notice there has been a lot of development in that area.

What do you dislike about the product?

I think there are some areas in different modules that could use a bit more love, however, all these improvements are shared in the community and are slowly rolled out as the team continues to develop so I can't really complain. One of such features would be the search functionality for example. One thing that we didn't like was how the price increase for asset management was handled for example, but that is more administrative than it is about the software itself. I would say in general though we are very satisfied with Freshservice.

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

IT Service Management in general. It is the core system to our now centralized service desk so it helps us mainly to handle all tickets that we get from all our companies worldwide in an organized way fueled by ITIL best practices. It also helps us integrate with our partners and providers almost seamlessly so we can have better communication and collaboration with them. In general, the value we get from Freshservice is very evident on our own work as well as on the value we provide to our customers. Now we handle many more cases internally in a very efficient way than we did before Freshservice when we outsourced most of our support.

What do you like best about the product?

I really like the traceability of tickets in Freshservice, being able to see everything that has happened in one place. It's very aligned to ITIL, which is great because it's straightforward to implement ITIL in a business that hasn't had it before and ensuring best practices are followed. I also appreciate being able to set custom rules and logic for ticket flows. The setup was super easy, with familiar navigation and process, so no new training was required.

What do you dislike about the product?

I find the in-built Freddy AI in Freshservice to be very generic and would love the option to integrate with an MCP server to utilize Claude or ChatGPT instead. Being able to export data to Claude for generating responses or have Claude and ChatGPT generate suggested follow-ups and diagnose tickets before I get to them would enhance the experience significantly.

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

I use Freshservice for tracking IT incidents and requests. It keeps everything in one place, ensuring changes are logged properly. It's aligned with ITIL, so following best practices is straightforward.

What do you like best about the product?

It has a user-friendly interface, and I can build automation workflows without writing any code—just by dragging and dropping. On top of that, I’m able to integrate my API, which makes my work much easier. I can also create a variety of reports through the report section, which is really helpful.

What do you dislike about the product?

There is nothing I dislike about Freshservice. However, I do think Freshservice could become more open by introducing new integration products.

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

According to my organisation, it has been solving a lot of issues, such as TAT calculation. I have also integrated the AI API through the automation workflow, which has reduced a lot of manual work. Apart from that, we can track the work as well—for example, how many tickets are open and how many are on hold.

What do you like best about the product?

I like the flexibility and customizability of Freshservice. The software helps with documenting issues or common questions so we can create solution articles and track SLAs. Setup was quick and easy; it took about 14 days to get it fully functional, including all of our customizations that we wanted.

What do you dislike about the product?

None

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

I use Freshservice to manage help desk tickets across locations, which helps with documenting issues, creating solution articles, reporting and tracking SLAs.

What do you like best about the product?

Honestly, it’s how well everything ties together without making the platform feel heavy or bloated. The UI/UX is incredibly clean and intuitive; unlike other clunky ITSM tools, our agents actually enjoy using the dashboard because it’s so easy to navigate. Onboarding was also surprisingly smooth—our implementation manager walked us through the initial setup, and their support team was super responsive whenever we hit a snag.

Once we got going, the performance proved to be fast and snappy, and the pre-built integrations with Slack and Microsoft Teams worked right out of the box. But what really blew me away was the ROI we got from Freddy AI. We use the ticket summarizer and the auto-triage daily, and it has cut down our average handling times significantly. Instead of having agents waste time reading massive ticket threads or manually routing issues, the AI handles the prep work. For the price point, the efficiency we’ve gained makes the return on investment a no-brainer for our team.

What do you dislike about the product?

The main drawback is how some of the coolest features—especially the advanced Freddy AI capabilities—are gated behind the higher-tier enterprise plans or require paid add-ons. When you are on a budget, seeing those features locked can be a bit frustrating. However, once we actually crunched the numbers and saw how much manual work the base automation tools were already saving us, the ROI made upgrading a much easier pill to swallow. You definitely get what you pay for, even if I wish some of those advanced bells and whistles were included from day one.

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

We in our company constantly drowning in repetitive, manual tasks—things like routing simple password reset tickets, manually chasing down approvals for software requests, and walking employees through basic troubleshooting steps. It kept our team locked in reactive mode instead of working on actual high-priority projects.

Freshservice solved this by taking the busywork off our plates. The combination of self-service portal suggestions and automated workflow routing means that a huge chunk of standard requests now get handled instantly without an agent even touching them. It’s freed up our bandwidth, cut our overall resolution times down significantly, and spared us from the daily burnout of answering the exact same simple questions over and over.

What do you like best about the product?

I like Freshservice because it is very easy to use and the ticketing system is very straightforward, which means there's no learning curve for my team. The user interface makes it simple for us to get started without extensive training and reduces confusion, ensuring that no request gets overlooked. Setting it up was really easy for us, which I really appreciated.

What do you dislike about the product?

Maybe I can say is that it could improve on the reporting and analytics side. Some advanced reports and customizations can require some efforts to set up and cannot be done that easily by a new user.

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

I use Freshservice to organize IT support requests, making sure no request is missed. It's easy to use, reducing confusion without extensive training. The straightforward ticketing system ensures a smooth workflow.

What do you like best about the product?

Freshservice keeps IT sane: a clean UI, solid automation, and asset info right inside every ticket. The self-service portal actually gets used, and reporting is painless. It’s not perfect, but it genuinely makes my day easier.

What do you dislike about the product?

Reporting works well for quick tasks, but it falls short when I need something more detailed. That’s usually when I start running into its limitations.

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

It centralizes our tickets, assets, and requests in one place, so we’re no longer chasing emails. It saves us hours each week and makes tracking issues far less chaotic overall.

What do you like best about the product?

I have worked from last 2 month and have great experience. best thing I like is that its interface is simple and easy to use with all the details and filter.

What do you dislike about the product?

It is refreshing on switching tab, so number written on search bar it disapper and need to rewrite again.

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

Main problem is for loging issue and ticket details and all the like requester, priority and related things and main things is commet related to the ticket is visisble to all but fresh service allow as to select private and pubile comment

What do you like best about the product?

Its free service is good enough to get started with a professional help desk setup. The documented guidelines are clear and make my work easier.

What do you dislike about the product?

I think they should include some premium features in the lower-tier plans, and even offer a few of them in the free version. That way, users can get more familiar with Freshservices, and overall adoption would increase significantly.

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

Tickets amd knowledgebase.