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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.
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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.
Fresh Service IT Help Desk
What do you like best about the product?
Easy to use. Easy to configure. A ton of features to automation and change management.
What do you dislike about the product?
Not much. Only that I cannot share a live report with non-licensed users.
What problems is the product solving and how is that benefiting you?
Central location to manage all IT requests for all of our team members. Change management log for our primary system. Reporting.
Efficiency, Asset Management, and Service Excellence
What do you like best about the product?
As a growing business operating in a fully remote environment, we recognise the importance of having a modern, efficient, and reliable IT service management tool. After evaluating 2-3 options, we chose Freshservice, and it has proven to be a transformative tool in the way we manage IT operations, streamline asset management, and deliver an exceptional service to both internal employees and external customers.
Freshservice has enabled us to drive efficiency across the organisation.
Freshservice has enabled us to drive efficiency across the organisation.
What do you dislike about the product?
Reporting seems a little clunky but gives us what we need right now. It's early days in diving into that aspect of things.
What problems is the product solving and how is that benefiting you?
Freshservice reduces manual effort via the workflow automation feature. It accelerates ticket resolution time with the introduction of Freddy AI who deflects common issues and surfaces knowledge articles. It gives us far more options for employees to contact IT and raise requests in a more formal manner. it consolidates all requests across IT & HR.
We have improved asset monitoring and tracking
We have improved asset monitoring and tracking
Very easy aplications
What do you like best about the product?
It´s a great way to work with tickets. Only uses it.
What do you dislike about the product?
The response time in some modules is very slowly.
What problems is the product solving and how is that benefiting you?
Personal incomming, issues with hardware, and more.
A solid choice that is worth considering
What do you like best about the product?
Freshservice is straight forward to use and fairly easy to set up, meaning that you don't need to spend months trying to get usage out of the product. We were using it live within 30 days of purchase.
What do you dislike about the product?
FreshService has some rough edges that I wish were polished out some. The analytics/reporting is a bit clunky.
What problems is the product solving and how is that benefiting you?
We use Freshservice across our global operations, both as an IT service management (ITSM) and IT asset management (ITAM) tool, and as a ticketing system for multiple business departments. For IT, it helps us keep track of incidents, service requests, and assets in one place, making it easier to stay organized and respond quickly. The asset management side is a huge help for tracking hardware, software, and licenses across different locations, especially when it comes to audits and renewals. Other teams like HR, Facilities, and Finance also use Freshservice for handling internal requests. Having everything in one system makes it easier for employees to get the help they need without bouncing between different tools. Plus, the reporting features give us a clear view of service performance across teams. Overall, Freshservice helps keep things running smoothly, improves response times, and makes life easier for both our IT team and other departments.
Ein effizientes und benutzerfreundliches ITSM-Tool für modernes IT-Management
What do you like best about the product?
Freshservice ist unglaublich vielseitig und bietet Funktionen für nahezu jeden Bedarf. Wir nutzen es tagtäglich und schätzen besonders, wie einfach sich bestehende Dienste und Systeme dank der vielen verfügbaren Schnittstellen anbinden lassen. Trotz des großen Funktionsumfangs bleibt es relativ einfach zu administrieren, und der Kunden-Support ist hervorragend – schnell, kompetent und immer lösungsorientiert.
What do you dislike about the product?
Ein kleiner Nachteil ist, dass die initiale Einrichtung in komplexeren Szenarien etwas mehr Zeit erfordert, da manche Funktionen oder Einstellungen etwas versteckt sein können. Dies ist jedoch eher ein einmaliger Aufwand und hat keinen Einfluss auf die langfristige Nutzbarkeit.
What problems is the product solving and how is that benefiting you?
Freshworks ermöglicht es uns, Probleme aus verschiedenen Unternehmen oder Abteilungen zentral zu erfassen, effizient zu bearbeiten und nachvollziehbare Lösungen bereitzustellen. Mit den umfangreichen Analyse- und Berichtsfunktionen können wir Muster erkennen und proaktiv Verbesserungen einführen.
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