External reviews
External reviews are not included in the AWS star rating for the product.
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
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Feedback on Fresh Service Webinar
What do you like best about the product?
What I like most about Freshservice is the intuitive interface and process automation, which make ticket management easier and increase team efficiency. Additionally, the self-service portal helps reduce the number of repetitive tickets.
What do you dislike about the product?
Although Freshservice is a very efficient tool, I believe that some reports could be more customizable and detailed to further facilitate performance analysis. Additionally, some integrations require manual adjustments that could be more automated.
What problems is the product solving and how is that benefiting you?
Freshservice is helping us centralize and automate ticket management, reducing manual errors and increasing efficiency in customer service. Additionally, it facilitates the monitoring of SLAs and performance metrics, ensuring a more agile and organized service for our IT team.
Feedback Webnar Freshservice
What do you like best about the product?
I love Automated Flows and Custom Objects
What do you dislike about the product?
I don't like the project module, as it is very simple compared to Gira
What problems is the product solving and how is that benefiting you?
As a Freshservice implementer, I'm very familiar with the tool. It solves several key problems, such as disorganized ticket management, manual processes, and lack of visibility into IT operations. By automating workflows, centralizing requests, and providing useful analytics, it helps teams work more efficiently and deliver better service. This leads to faster resolution times and improved user satisfaction
Experience for Freshservice
What do you like best about the product?
What I like best about Freshservice, in a more casual way, is that it’s super easy to use and doesn’t make your head spin. Everything’s clean, organized, and you don’t need to be a tech wizard to figure things out.
Plus, it has some really handy features like:
Automations that save you a ton of time (like auto-assigning tickets or sending reminders).
A self-service portal that actually works, so people can help themselves instead of flooding the helpdesk.
And the asset tracking is built-in, so you don’t need a bunch of separate tools to keep everything under control.
It just makes IT support way smoother without being overly complicated.
Plus, it has some really handy features like:
Automations that save you a ton of time (like auto-assigning tickets or sending reminders).
A self-service portal that actually works, so people can help themselves instead of flooding the helpdesk.
And the asset tracking is built-in, so you don’t need a bunch of separate tools to keep everything under control.
It just makes IT support way smoother without being overly complicated.
What do you dislike about the product?
Customization can be a bit frustrating sometimes. You might want to tweak something and realize it’s not as flexible as you hoped.
It’s still a solid tool overall, but yeah—it’s not perfect.
It’s still a solid tool overall, but yeah—it’s not perfect.
What problems is the product solving and how is that benefiting you?
Asset control, SLA improvements, Intuitive Portal and Automations
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
Usability on Freshservice
What do you like best about the product?
As a project manager, I consider Freshservice an essential tool for managing projects and tickets. Its highly customizable setup allows for efficient task management, ensuring organization and productivity. Additionally, the intuitive interface, automation features, and detailed reports are extremely positive aspects. The integration with other tools and customer support are also key differentiators that make Freshservice an excellent choice for internal management.
What do you dislike about the product?
While Freshservice is a robust and reliable platform, some users report minor limitations, such as the need for more customization options in certain workflows and the lack of some advanced reporting features. Additionally, the initial setup can be somewhat complex, requiring extra time for adaptation. However, these aspects do not significantly affect the overall experience with the platform
What problems is the product solving and how is that benefiting you?
Here's the translated response for the Freshservice review on G2:
What business problems is Freshservice helping to solve?
Freshservice has been essential in improving project and ticket management within the company. It optimizes processes, reduces incident response time, and ensures greater efficiency in team communication. Additionally, its automation simplifies the resolution of recurring issues, minimizing manual intervention and enhancing overall productivity.
How is Freshservice benefiting you?
The platform provides an organized environment for managing tasks and tickets, offering better visibility and control over projects. Its intuitive interface and detailed reports support decision-making, ensuring that demands are efficiently addressed. Integration with other tools is also a strong point, enabling a more agile and connected workflow.
Is Freshservice moving in the right direction?
Yes. The platform's continuous evolution and ability to adapt to users' needs demonstrate that it is on a positive path. Ongoing improvements in automation and customization make the tool even more efficient for project and internal service management.
What business problems is Freshservice helping to solve?
Freshservice has been essential in improving project and ticket management within the company. It optimizes processes, reduces incident response time, and ensures greater efficiency in team communication. Additionally, its automation simplifies the resolution of recurring issues, minimizing manual intervention and enhancing overall productivity.
How is Freshservice benefiting you?
The platform provides an organized environment for managing tasks and tickets, offering better visibility and control over projects. Its intuitive interface and detailed reports support decision-making, ensuring that demands are efficiently addressed. Integration with other tools is also a strong point, enabling a more agile and connected workflow.
Is Freshservice moving in the right direction?
Yes. The platform's continuous evolution and ability to adapt to users' needs demonstrate that it is on a positive path. Ongoing improvements in automation and customization make the tool even more efficient for project and internal service management.
I have used it and I like it because I can automate processes when receive new tickets
What do you like best about the product?
I have used it and I like it because I can automate processes when receive new tickets
What do you dislike about the product?
eveything is goood nothing else that I need to add
What problems is the product solving and how is that benefiting you?
I have used it and I like it because I can automate processes when receive new tickets and I don't have to manually follow up in some cases
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.
Intelligent and Robust Customer Interaction Tool
What do you like best about the product?
I've been using Freshdesk for a while now, and it has truly streamlined the way we handle customer support. It offers an intuitive interface and a suite of modern tools that make managing support effortless. One of the standout features is how it consolidates tickets from various channels—email, social media, and phone—into a single workspace, ensuring our team stays organized and responsive. The integrations have also been a game-changer, saving us time and improving efficiency. Overall, Freshdesk has been a reliable and user-friendly solution that has significantly enhanced our customer service experience.
What do you dislike about the product?
There are a few aspects that could be improved. The associated subscription cost is a bit on higher side, especially since some advanced features are locked behind higher-tier plans. Additionally, more customization options are required for business needs.
What problems is the product solving and how is that benefiting you?
Freshworks has helped to tackle some of the biggest concerns in customer support. It helped in segregating emails, social media messages, chat, and phone. Freshdesk simplified by pulling everything into one page, so teams don’t have to waste time switching between different platforms.
Customer data download Compilation. Freshdesk’s reporting and analytics tools make it easier to spot trends, measure performance, and fine-tune support strategies.
From a user’s perspective, these features make a real difference—faster responses, better segregation, and smoother interactions with customers. Freshdesk makes customer support feel a lot more friendly.
Customer data download Compilation. Freshdesk’s reporting and analytics tools make it easier to spot trends, measure performance, and fine-tune support strategies.
From a user’s perspective, these features make a real difference—faster responses, better segregation, and smoother interactions with customers. Freshdesk makes customer support feel a lot more friendly.
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