Freshservice

What do you like best about the product?

I really like the traceability of tickets in Freshservice, being able to see everything that has happened in one place. It's very aligned to ITIL, which is great because it's straightforward to implement ITIL in a business that hasn't had it before and ensuring best practices are followed. I also appreciate being able to set custom rules and logic for ticket flows. The setup was super easy, with familiar navigation and process, so no new training was required.

What do you dislike about the product?

I find the in-built Freddy AI in Freshservice to be very generic and would love the option to integrate with an MCP server to utilize Claude or ChatGPT instead. Being able to export data to Claude for generating responses or have Claude and ChatGPT generate suggested follow-ups and diagnose tickets before I get to them would enhance the experience significantly.

What problems is the product solving and how is that benefiting you?

I use Freshservice for tracking IT incidents and requests. It keeps everything in one place, ensuring changes are logged properly. It's aligned with ITIL, so following best practices is straightforward.

What do you like best about the product?

It has a user-friendly interface, and I can build automation workflows without writing any code—just by dragging and dropping. On top of that, I’m able to integrate my API, which makes my work much easier. I can also create a variety of reports through the report section, which is really helpful.

What do you dislike about the product?

There is nothing I dislike about Freshservice. However, I do think Freshservice could become more open by introducing new integration products.

What problems is the product solving and how is that benefiting you?

According to my organisation, it has been solving a lot of issues, such as TAT calculation. I have also integrated the AI API through the automation workflow, which has reduced a lot of manual work. Apart from that, we can track the work as well—for example, how many tickets are open and how many are on hold.

What do you like best about the product?

I like the flexibility and customizability of Freshservice. The software helps with documenting issues or common questions so we can create solution articles and track SLAs. Setup was quick and easy; it took about 14 days to get it fully functional, including all of our customizations that we wanted.

What do you dislike about the product?

None

What problems is the product solving and how is that benefiting you?

I use Freshservice to manage help desk tickets across locations, which helps with documenting issues, creating solution articles, reporting and tracking SLAs.

What do you like best about the product?

Honestly, it’s how well everything ties together without making the platform feel heavy or bloated. The UI/UX is incredibly clean and intuitive; unlike other clunky ITSM tools, our agents actually enjoy using the dashboard because it’s so easy to navigate. Onboarding was also surprisingly smooth—our implementation manager walked us through the initial setup, and their support team was super responsive whenever we hit a snag.

Once we got going, the performance proved to be fast and snappy, and the pre-built integrations with Slack and Microsoft Teams worked right out of the box. But what really blew me away was the ROI we got from Freddy AI. We use the ticket summarizer and the auto-triage daily, and it has cut down our average handling times significantly. Instead of having agents waste time reading massive ticket threads or manually routing issues, the AI handles the prep work. For the price point, the efficiency we’ve gained makes the return on investment a no-brainer for our team.

What do you dislike about the product?

The main drawback is how some of the coolest features—especially the advanced Freddy AI capabilities—are gated behind the higher-tier enterprise plans or require paid add-ons. When you are on a budget, seeing those features locked can be a bit frustrating. However, once we actually crunched the numbers and saw how much manual work the base automation tools were already saving us, the ROI made upgrading a much easier pill to swallow. You definitely get what you pay for, even if I wish some of those advanced bells and whistles were included from day one.

What problems is the product solving and how is that benefiting you?

We in our company constantly drowning in repetitive, manual tasks—things like routing simple password reset tickets, manually chasing down approvals for software requests, and walking employees through basic troubleshooting steps. It kept our team locked in reactive mode instead of working on actual high-priority projects.

Freshservice solved this by taking the busywork off our plates. The combination of self-service portal suggestions and automated workflow routing means that a huge chunk of standard requests now get handled instantly without an agent even touching them. It’s freed up our bandwidth, cut our overall resolution times down significantly, and spared us from the daily burnout of answering the exact same simple questions over and over.

What do you like best about the product?

I like Freshservice because it is very easy to use and the ticketing system is very straightforward, which means there's no learning curve for my team. The user interface makes it simple for us to get started without extensive training and reduces confusion, ensuring that no request gets overlooked. Setting it up was really easy for us, which I really appreciated.

What do you dislike about the product?

Maybe I can say is that it could improve on the reporting and analytics side. Some advanced reports and customizations can require some efforts to set up and cannot be done that easily by a new user.

What problems is the product solving and how is that benefiting you?

I use Freshservice to organize IT support requests, making sure no request is missed. It's easy to use, reducing confusion without extensive training. The straightforward ticketing system ensures a smooth workflow.