Freshservice
Freshworks Inc.External reviews
1,309 reviews
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External reviews are not included in the AWS star rating for the product.
Free Help Desk Setup with Clear, Helpful Documentation
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.
Transformed Our Management with Integration and Flexibility
What do you like best about the product?
Currently, we are using Freshservice for comprehensive management of our environment, which includes business areas such as HR and Marketing. The main advantage is that we can now centralize information that was previously segregated across various portals. I really like the ease of integrating other tools into it and the flexibility it offers. Additionally, Freshservice helps us automate tasks that were previously manual, such as the automatic creation of users. We also managed to integrate it with SCCM for automatic software installation via PowerShell orchestration. The initial implementation was quite easy, done by a partner vendor.
What do you dislike about the product?
The ticket routing that currently cannot be configured within the catalog, which forces us to create it via flow automation. Within the catalog item, there should be a field for me to define the group that the ticket will open in that catalog.
What problems is the product solving and how is that benefiting you?
Freshservice solves our problem of centralizing information. Now, everything is in the service center. With it, we automate previously manual tasks, such as the automatic creation of users.
Powerful Ticketing, SLAs, Automations, and Analytics That Boost Agent Organization
What do you like best about the product?
Ticket categories, Service Request, SLAs, Automator Flow, Analytics/Dashboard module, among others, greatly helped for greater agent organization, time management and Admin monitoring. It could be a little faster on the loading times, but the functionality makes up for it.
Pricing can be steep the more agents onboard, but the support and Ai tools offered can be a plus if needed.
API endpoint integrations also helps, along with the client portal allowing code customization for better visuals.
Pricing can be steep the more agents onboard, but the support and Ai tools offered can be a plus if needed.
API endpoint integrations also helps, along with the client portal allowing code customization for better visuals.
What do you dislike about the product?
It could be a little faster on the loading times for pages/modules
Pricing can be steep the more agents onboard, also for Ai tools.
Analitycs module can be VERY lacking in customizations sometimes, compared to Power BI for example.
Visuals can be cluttered sometimes.
Pricing can be steep the more agents onboard, also for Ai tools.
Analitycs module can be VERY lacking in customizations sometimes, compared to Power BI for example.
Visuals can be cluttered sometimes.
What problems is the product solving and how is that benefiting you?
Ticket creation, ticket categories, Service Request, SLAs, Automator Flow, Analytics/Dashboard module, among others, greatly helped for greater agent organization, time management and Admin monitoring.
Effortless Setup and User-Friendly IT Portal
What do you like best about the product?
I like Freshservice for its ease of configuration compared to our previous system, Jira. The setup is fairly easy and easily expandable. It works fast, the UI is easily navigable, and end-users prefer it over Jira. The Freshservice portal also allows users to provide more detailed IT requests, which helps smoothen the process.
What do you dislike about the product?
Nothing
What problems is the product solving and how is that benefiting you?
I use Freshservice to regain control over our IT system and procedures. It's easily configurable and expandable compared to Jira, and its fast, user-friendly UI is preferred by end-users, making the IT request process smoother.
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.
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.
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