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
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.
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.
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.
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.
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
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.
An efficient and user-friendly ITSM tool for modern IT management
What do you like best about the product?
Freshservice is incredibly versatile and offers features for almost every need. We use it daily and particularly appreciate how easy it is to integrate existing services and systems thanks to the many available interfaces. Despite the extensive range of features, it remains relatively easy to administer, and the customer support is excellent – fast, competent, and always solution-oriented.
What do you dislike about the product?
A small disadvantage is that the initial setup in more complex scenarios requires a bit more time, as some functions or settings can be somewhat hidden. However, this is more of a one-time effort and does not affect long-term usability.
What problems is the product solving and how is that benefiting you?
Freshworks allows us to centrally capture issues from different companies or departments, process them efficiently, and provide traceable solutions. With the extensive analysis and reporting features, we can identify patterns and proactively introduce improvements.
A great tool for managing customers and sales
What do you like best about the product?
What I like most about Freshworks is how easy it is to set up and use, with automation that integrates seamlessly with your email and chats.
What do you dislike about the product?
The limited customization for more complex workflows. It’s great for basic needs, but, it can feel restrictive if you have very specific requirements.
What problems is the product solving and how is that benefiting you?
Freshworks solving the problem of juggling too many tasks at once. It automating customer support and follow-ups, so I don’t have to do them manually. It also brings everything—like emails and chats—into one place, making it easier to stay on top of things. This saves me time and helps me run my business more smoothly without getting overwhelmed by the small stuff.
Easy to use with good level of customisation
What do you like best about the product?
Good product support and continuous monthly feature updates
What do you dislike about the product?
Some open action items still haven't been implemented.
Steep learning curve for integration with other products.
What problems is the product solving and how is that benefiting you?
IT Asset management; It has helped us understand underlying service issues with some of our devices to that we can make better decisions when procuring replacements.
Efficient ticket automation with good incident management and service request management
What is our primary use case?
Freshservice is our organization's IT service management solution. We are using it for ITSM. We use Freshservice for incident management, service request management, creating an IT service catalog, automating approval workflows, ticket assignments, and automated responses to users and agents.
We also have change management and automated workflows for change requests. The asset management module is being used by us extensively.
How has it helped my organization?
With Freshservice in place, we have reversed the trend of creating tickets. There is a self-service portal where most users report their issues or raise requests. The ticket gets created, and if it requires approval, it enters the approval workflow automatically and gets assigned to the team after all the approvals have been done. This eliminates the need to chase anybody for approvals.
What is most valuable?
The most valuable aspects of the solution include incident management, service request management, creating an IT service catalog, automating approval workflows, ticket assignments, automated responses to users and agents, change management, and asset management module, which is extensively used.
What needs improvement?
Asset management can definitely be improved because it doesn't pick up every single device on the network or every single piece of information. Some manual information still needs to be entered.
We have also suggested improvements for functionalities such as onboarding and offboarding of employees and creating multiple tickets within a single ticket, which they have said will be considered as feature requests.
For how long have I used the solution?
We have used the solution for three years.
What do I think about the stability of the solution?
Freshservice is quite stable as they host it on AWS. We have not had any major downtimes.
What do I think about the scalability of the solution?
We haven't had any issues with scalability. It's a standard ITSM solution, and every user added to our Active Directory is automatically added to Freshservice as there is a sync happening. Those things are supposed to be scalable.
How are customer service and support?
Their technical support could be improved. There have been times where we have been bounced around for simple issues. However, they have improved over the period of two years.
How would you rate customer service and support?
Which solution did I use previously and why did I switch?
I have experience with other ITSM solutions such as BMC Remedy, ManageEngine, Microsoft Service Manager, however, those were on-premises solutions.
How was the initial setup?
It's a cloud-based solution, so it's not very complex. Once they create the instance for us, we define the fields, fill in drop-downs for locations, categorizations, etc., specific to our organization. Setting up and configuring the workflows is straightforward.
What's my experience with pricing, setup cost, and licensing?
Freshservice is a subscription-based service. We pay a certain amount annually for the number of users, and as users increase, the cost increases. I'm not aware of how this pricing compares to other cloud-based ITSMs.
Which other solutions did I evaluate?
Previously used BMC Remedy, ManageEngine, and Microsoft Service Manager.
What other advice do I have?
Freshservice is very user-friendly and easy to customize. I would give it an eight rating out of ten overall. Based on my experience, I can recommend the product.
Freshservice to track and work on service requests
What do you like best about the product?
We are using Freshservice to integrate and work on service requests both for internal and external teams and easily track the requests and see that it is being handled by the relevant and right team.
What do you dislike about the product?
The user interface can be more professional as well as ease of integration and wider integration option can be benefiecial.
What problems is the product solving and how is that benefiting you?
We are managing the service request of internal and external teams for things like IT related or non IT related like HR or other employee benefits that may be required from time to time by the employees. This integrates very well with other internal tools we use and becomes very efficient overall for the organization.
