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Streamlined IT Service Management with Freshservice
What do you like best about the product?
I like that Freshservice offers a highly intuitive interface combined with powerful automation capabilities. Setting up workflows for ticket routing, approvals, and asset management was straightforward, which has noticeably reduced our response times and improved team collaboration. Its built-in reporting and dashboards provide real-time visibility into SLAs and help identify bottlenecks so we can proactively address issues.
What do you dislike about the product?
Some advanced customization—such as deeply granular conditional logic in workflows—can feel limiting, making it difficult to tailor every scenario exactly as needed. Additionally, occasional performance slowdowns occur when dealing with very large ticket queues or extensive asset inventories, which can impact user experience during peak times.
What problems is the product solving and how is that benefiting you?
Freshservice is solving the challenge of fragmented, manual IT and business request processes by providing a centralized, automated ticketing and workflow engine; this means instead of juggling emails, spreadsheets, and ad-hoc approvals, our teams follow standardized, self-service workflows for everything from access requests to hardware provisioning. That automation and visibility have reduced our average ticket resolution time by over 50%, cut manual follow-ups in half, and driven SLA compliance to above 95%, which in turn frees our IT staff to focus on strategic projects rather than routine break-fix tasks. Ultimately, having a single source of truth for incidents, changes, and assets has eliminated operational bottlenecks, minimized service disruptions, and significantly improved end-user satisfaction.
Positive so far
What do you like best about the product?
Reporting is automated which helps me and the team
What do you dislike about the product?
New system for team and need to get used to it
What problems is the product solving and how is that benefiting you?
Automation and ticket management
great tool but limited multilanguage support
What do you like best about the product?
easy to use interface is really the greatest plus for Freshservice.
But also the great customization possibilities are really good.
Customer service is also very responsive on basic questions.
But also the great customization possibilities are really good.
Customer service is also very responsive on basic questions.
What do you dislike about the product?
Multilingual support is not available throughout the tool. Making it necessary to create some.responses/automators/rules 7 times as we are using 7 languages in our Company.
feature requests take a very long time to be resolved even if they seem critical.
feature requests take a very long time to be resolved even if they seem critical.
What problems is the product solving and how is that benefiting you?
tracking customer requests/problems across our different departments and offering traceability.
We also create custom reports through an API straight into our DOMO instance
We also create custom reports through an API straight into our DOMO instance
Useful, practical and intuitive
What do you like best about the product?
Useful, practical, and intuitive; I can also get performance metrics from the same tool.
What do you dislike about the product?
The technical support process is not clear, they take a long time to give a final resolution and sometimes it is not effective.
What problems is the product solving and how is that benefiting you?
Responding to cybersecurity incidents and monitoring their volume
Does What t Says
What do you like best about the product?
The time to implement and easy of getting up and running.
What do you dislike about the product?
nothing, so far all has been good with the system
What problems is the product solving and how is that benefiting you?
the automated responses to low level incidents has freed up time.
Service Support functions on demand with a great QoS.
What do you like best about the product?
I adopted Freshservice 7 years ago for my Support team, moving over from an archaic CVS style application.
I planned the did the usual expansion workflows and mapping and documentation within my project. It was 3 months from concept to the first mail landing in the queue.
I could list many features - we all in the industry and we know what our gotcha's / MVP's are in terms of metrics and monitoring (Yes, you can even write your own code to calculate values that are not in the system - 7 years I only had 2).
The best feature Freshservice has is its use and how intuitive the platform is end to end. You don't have to re-invent the wheel and the learning and adoption is fast and seamless throughout all the profiles catered to.
This and that how unique the system is in terms of adaptability and drop and drag functionality to customize anything you desire from CSAT's to asset libraries.
Just remember to add a workflow, so that should your instance of Fresh send a confirmation of support - to another helpdesk for any reason, the two platforms will create an internal DDoS - Add the email to a rule to stop processing and remember to maintain the lists.
I implemented Fresh for my support team, and 6 months later, signed up another instance for my IT Team.
I therefore have 2 versions of Freshservice - that confirms it that my IT teams asked to also have the same ticketing system as Ops.
I planned the did the usual expansion workflows and mapping and documentation within my project. It was 3 months from concept to the first mail landing in the queue.
I could list many features - we all in the industry and we know what our gotcha's / MVP's are in terms of metrics and monitoring (Yes, you can even write your own code to calculate values that are not in the system - 7 years I only had 2).
The best feature Freshservice has is its use and how intuitive the platform is end to end. You don't have to re-invent the wheel and the learning and adoption is fast and seamless throughout all the profiles catered to.
This and that how unique the system is in terms of adaptability and drop and drag functionality to customize anything you desire from CSAT's to asset libraries.
Just remember to add a workflow, so that should your instance of Fresh send a confirmation of support - to another helpdesk for any reason, the two platforms will create an internal DDoS - Add the email to a rule to stop processing and remember to maintain the lists.
I implemented Fresh for my support team, and 6 months later, signed up another instance for my IT Team.
I therefore have 2 versions of Freshservice - that confirms it that my IT teams asked to also have the same ticketing system as Ops.
What do you dislike about the product?
It is not always frictionless, in my experience the largest detractor is that when you log an issue / bug / feature you will need to repeat yourself numerous times across multiple meetings - even if you send the most descriptive mail with screen grabs, its generally a meeting, I have a phenomenal relationship with my reseller, who caters to my complex schedule - this took the edge of my frustrations and I now only manage my queries once escalated out.
What problems is the product solving and how is that benefiting you?
Single source of truth and follow the sun / on call schedules, I am discovering new value adds frequently. Currently I am revising the orchestration tools to add a marketplace app for Intune Device Management - allowing me to intergrade with nearly all the Microsoft products (from an Admin and Infrastructure vantage).
I created 1 workflow, with end to end SDLC for out complex and extensive AWS monitoring - granted the workflow runs over 3 modules and multiple conditions, with the workflow taking almost 3 weeks of my time.
The system now does everything from the moment an alert lands from SNS / Guard Tower / Inspector ect that meets any of my multiple conditions and keywords, through to assigning the issue to an engineer and multiple internal processes.
I created 1 workflow, with end to end SDLC for out complex and extensive AWS monitoring - granted the workflow runs over 3 modules and multiple conditions, with the workflow taking almost 3 weeks of my time.
The system now does everything from the moment an alert lands from SNS / Guard Tower / Inspector ect that meets any of my multiple conditions and keywords, through to assigning the issue to an engineer and multiple internal processes.
Nice supercharged support system
What do you like best about the product?
It is highly customizable, to adapt to any type of company.
Automations are great and help you keep customers informed and happy.
Automations are great and help you keep customers informed and happy.
What do you dislike about the product?
Maybe the excess of capabilities can be overwhelming, but once everything is set up properly all works like a charm.
What problems is the product solving and how is that benefiting you?
Have incidents and ticket categorized properly without effort or manual interactions
A robust and flexible tool with room for improvement in support
What do you like best about the product?
Freshservice is a solid and flexible platform that checks many of the boxes for our organization's needs. It’s extensive in functionality, and if you have the right team and resources, you can customize it to suit nearly any use case. From ticket management, integrations with other systems, to workflows and automation, the platform offers a lot of depth and scalability. The interface is modern and generally intuitive, making it easier for users to adopt.
What do you dislike about the product?
The main challenge we face is with the support experience. While the support team is courteous and eager to help, the fact that they are based overseas has introduced a language and communication barrier that makes deeper problem-solving difficult. Their suggestions often feel canned or generic, which doesn't help us implement solutions tailored to our specific environment. This makes it hard to fully adopt some of the more advanced features without investing a lot of time internally.
What problems is the product solving and how is that benefiting you?
Freshservice provides us with a unified platform (a single pane of glass) for managing and tracking tickets across all the organizations we support. This centralized visibility has greatly improved communication and accountability across teams. It ensures that nothing falls through the cracks and that all requests are properly documented and tracked from submission to resolution.
The automation features help reduce manual tasks, speeding up resolution times and improving overall efficiency. It also helps us standardize processes, enforce SLAs, and gather valuable metrics through reporting and dashboards, which aid in continuous service improvement. The knowledge base and self-service portal have helped deflect common tickets, empowering users to find solutions on their own and reducing the workload on our support staff.
The automation features help reduce manual tasks, speeding up resolution times and improving overall efficiency. It also helps us standardize processes, enforce SLAs, and gather valuable metrics through reporting and dashboards, which aid in continuous service improvement. The knowledge base and self-service portal have helped deflect common tickets, empowering users to find solutions on their own and reducing the workload on our support staff.
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.
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
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