Streamlined Our IT Operations with Ease
What do you like best about the product?
I like Freshservice because it's easy to use and is such a robust system that it continuously exceeds our expectations when it comes to customization to meet our company's needs. It automates ticket assignment, account provisioning, approval workflows, and resolution note generation. The AI agent uses knowledge from our knowledge base effectively. It also pulls in user data from our IdP to keep requester information up-to-date. This makes our agents' jobs easier and allows them to be more intentional with their time, and fulfillment of requests is simpler. It saves us time in the long run. The initial setup was quick, taking less than 2 days to reach the same level we had with Zoho Desk.
What do you dislike about the product?
Some of their built-in apps in the marketplace aren't maintained so they don't always work.
What problems is the product solving and how is that benefiting you?
Freshservice automates ticket assignment, account provisioning, workflows, and keeps user data updated, making it easier for agents and saving us time.
Compact, Efficient, but Needs Better Customization
What do you like best about the product?
I like Freshservice's compact and friendly user interface, as it supports faster onboarding and reduces resolution time, which are really helpful in our daily operations. The 24/7 customer support is another aspect I appreciate because it provides immediate help during outages and ensures faster issue resolution. Additionally, it offers better visibility for our tasks, making it easier to manage our IT, HR, and Finance operations.
What do you dislike about the product?
Limited customization. Reporting and Analytics could be stronger. Workarounds instead of clean processes. Reduced alignment with business processes. User experience limitations. Initial setup got delayed due to failed integration.
What problems is the product solving and how is that benefiting you?
I use Freshservice for ticketing, reporting, and asset management. It offers faster onboarding, reduced resolution time, better visibility, and immediate help during outages.
Powerful, Feature-Packed, and Easy to Use
What do you like best about the product?
It’s a powerful tool packed with useful features, and it’s easy to use.
What do you dislike about the product?
sometimes it takes a littlebit to load all my work load or filters that im applying but once they are loaded works great
What problems is the product solving and how is that benefiting you?
It helps us create and generate reports automatically, instead of doing them manually, which used to take too long.
Seamless Setup and Effective Integrations Elevate Freshservice
What do you like best about the product?
I like that Freshservice offers a lot of opportunity to collaborate with other people, thanks to its widespread use. We have many external resources that make it really useful, and there are a lot of great integrations. The ability to integrate with NinjaOne to bring in alerts has been really helpful since they added that. The initial setup of Freshservice was very simple, with a lot of hand-holding and support provided, which made the process quick and straightforward. My previous experience with similar tools also helped us to get it done pretty quickly, within a month or two.
What do you dislike about the product?
I think maybe the time tracking could have some automation. Some of the project stuff is still a little green, and asset management could be better.
What problems is the product solving and how is that benefiting you?
Freshservice helps tackle disorganization by centralizing requests and offers great collaboration opportunities through its widespread use and integrations.
Intuitive and Reliable for Team Management
What do you like best about the product?
I like that Freshservice is pretty easy to use and is a robust platform. It's quite reliable, and I haven't really noticed any bugs. It's much easier to configure than ServiceNow, which I appreciate. The initial setup was also fairly straightforward and intuitive, taking me only a few hours, and it was in a usable state in about two or three days where I was able to go live.
What do you dislike about the product?
I don't know. Maybe, if they offer some kind of nonprofit product, that'd be quite useful.
What problems is the product solving and how is that benefiting you?
Freshservice keeps all our requests centralized, logged, accountable, and tracked. We use it to create forms for raising requests and capturing requirements.
Fast, Friendly Customer Service with Proactive Success Support
What do you like best about the product?
customer service. fast and friendly. partly proactive customer success.
What do you dislike about the product?
the platform is a bit tricky to navigate, but it could be also our initial setup.
What problems is the product solving and how is that benefiting you?
Employee requests handling.
Solid ITIL-aligned platform that brought much-needed structure to our scaling operations
What do you like best about the product?
As a CEO, I don't get the chance to use every tool we implement on a daily basis, but I am intensely focused on the outcomes they deliver. What I appreciate most about Freshservice is the immediate visibility it has given me into our IT operations. Before, understanding our support burden, project progress, or asset lifecycle was a matter of pulling reports from disparate spreadsheets and asking my CTO for a summary. Now, with Freshservice's intuitive dashboards, I can get a real-time, high-level view of our entire IT posture in seconds. It's transformed IT from a perceived cost center into a data-driven function that I can clearly see enabling our entire company's productivity. The platform feels modern and light-years ahead of the clunky, on-premise systems we used in the past.
What do you dislike about the product?
While the core functionality is excellent, we have found some of the more advanced customization options to be less flexible than we initially hoped. For instance, tailoring certain reports to show very specific, non-standard data points required some workarounds.
What problems is the product solving and how is that benefiting you?
Freshservice is fundamentally solving the problem of IT fragmentation and the lack of accountability that comes with it. We were using a patchwork of different tools for ticketing, asset management, and project management, which created data silos and made it difficult to track performance. This patchwork was also becoming a security concern, as we couldn't guarantee all our devices and software were properly managed.
Freshservice Helps Streamline HR Service Delivery Across Our Logistics Network
What do you like best about the product?
What has been most impactful for us is the service portal. Creating a single, user-friendly front door for all employee inquiries has dramatically improved our internal processes. Our team can easily submit tickets for anything HR-related, and the automation capabilities mean requests are instantly routed to the right person. For example, new hire paperwork and system access requests now trigger automated tasks, which has cut our onboarding time significantly. The reporting dashboards are also excellent; I can now easily track request volumes, resolution times, and employee satisfaction, which gives us concrete data to improve our services.
What do you dislike about the product?
While the platform is very powerful, the initial setup and configuration required a dedicated effort from our team. We have specific workflows that differ slightly from the standard offerings, and tailoring them to fit our logistics and HR processes took some time and a bit of trial and error.
What problems is the product solving and how is that benefiting you?
Freshservice is solving the core problem of fragmented and untrackable service requests. Before Freshservice, an employee's question could easily get lost in an email inbox, leading to delays and frustration. Now, every request is logged, visible, and accountable. This transparency is a huge benefit. It allows me to ensure our team is responsive and allows us to spot recurring issues that might point to a larger problem, like a confusing policy or a need for additional training. Ultimately, it has elevated the HR department’s capability, allowing us to be more proactive and strategic rather than just reactive to a constant stream of individual requests. Our frequency of use is daily, and the integration with our Active Directory for user synchronization was a key feature that has saved us countless hours of manual data entry.
Ticket categorization has streamlined incident tracking and reporting for recurring issues
What is our primary use case?
Freshservice is used to redirect ticket handling and acknowledge tickets and incidents received. Tickets are redirected with their short description and subject line in Freshservice, which allows for quick identification of ticket types within the dashboard.
The dashboard in Freshservice displays which user has how many tickets and what types of tickets based on priority, urgency, and impact. Incidents are shown according to status type including in progress, pending, open, resolved, and closed states. Additional status types can be added, and add-ons can be configured within Freshservice independently.
Weekly and monthly reports are generated in Freshservice to identify repeated and reoccurring issues and to track the number of issues received weekly. Reports are easily fetched in CSV and Excel formats. Freshservice offers many different types of filters, allowing for specific issue tracking. For example, issues can be filtered by CloudWatch, Prometheus, Grafana, or New Relic to retrieve only the relevant data needed.
During a high-impact event in the project, Freshservice was used to manage numerous Prometheus tickets over a two-month period. To fetch tickets by subject type and service, the export option in Freshservice was used to select Prometheus tickets. The subject line was filtered for Prometheus, and tickets were exported for a specific time period using created date and end date parameters. The report was downloaded in CSV or Excel format, allowing for deep analysis of specific dates and times when tickets were received for troubleshooting and log review purposes.
When facing many issues on the same day, data is fetched in Excel file format. All ticket types and incidents are exported, and specific ticket types such as Grafana alerts can be filtered to track spike counts and similar alert types. Data can be easily exported from a specific date to another date as required, and the Excel file can be searched by subject line or short description as mentioned in Freshservice tickets.
What is most valuable?
The best features Freshservice offers are the tagging of tickets with categories, subcategories, items, and CI type. Freshservice is preferred over other ITSM tools because it provides an excellent dashboard for ticket counts, displaying how many tickets are in open state, how many tickets are resolved today, and the types of fields for ticket status specifically.
What needs improvement?
Freshservice has an AI agent that needs improvement for finding knowledge base articles. When issues or incidents are received in Freshservice, new users should be able to receive direct help from the AI agent with knowledge base articles rather than requiring assistance from other employees. When a new user encounters an issue, the AI agent should provide relevant knowledge base articles based on the issue type and short description. The AI agent has already been set up and installed but requires further improvement.
For how long have I used the solution?
Freshservice has been used for more than five and a half years.
What do I think about the stability of the solution?
Freshservice is really stable.
What do I think about the scalability of the solution?
Freshservice's scalability is quite good and easy to use with no issues regarding scalability.
How are customer service and support?
When an issue occurred regarding ticket merging in Freshservice, support was obtained through email. The customer support team was very helpful and polite, demonstrating accuracy and understanding of the urgency. An employee had mistakenly merged multiple tickets from different domains into one ticket. The support team guided the resolution process and connected via a bridge call for screen sharing, resolving the issue in a minimal period of time.
Which solution did I use previously and why did I switch?
Before Freshservice, ServiceNow was used. The switch to Freshservice occurred when changing organizations, and Freshservice was found to be more attractive compared to ServiceNow. ServiceNow operates slower and is more complicated in creating incidents.
How was the initial setup?
Pricing, setup cost, and licensing of Freshservice are handled by the business analyst or marketing team, so those details are not known. Technical reviews can be provided honestly from a technical perspective.
What about the implementation team?
Other options were not evaluated before choosing Freshservice.
What was our ROI?
Freshservice saved time, though the impact on employee headcount needs is uncertain.
What other advice do I have?
All features explored in Freshservice have proven to be helpful in reducing workload and ticket redundancy. Others looking into Freshservice should explore all features first, as they will help reduce workloads and redundancy in projects and decrease ticket count through problem management tickets. Ticket categorization features in Freshservice are particularly valuable. This review rates Freshservice as a nine out of ten.
Streamlined incident escalations have reduced resolution times and improved team collaboration
What is our primary use case?
The main use case for Freshservice is customer ticket escalation. We receive queries from users related to requests or incidents, and our primary focus is on problem management. Day-to-day incident and problem management constitute our main responsibilities.
A specific example of how we use Freshservice for incident and problem management involves P1 or P2 alerts. When monitoring our integrated system, a ticket is automatically generated and alerts our team. The engineer serves as the agent. Based on our licensing structure, we have different users for L1 and L2 support levels. L1 performs initial troubleshooting and follows established SLAs and SOPs for analysis. If they cannot resolve the issue within their SLA timeframe, they escalate the ticket to the L2 team. L2 begins triaging the issue based on the information provided by L1 and takes over the troubleshooting process. When L2 identifies and resolves the issue, they close the ticket with resolution steps or a workaround. If they cannot resolve it, they assign it to the L3 team. When engaging L3, we use Freshservice's integration with Azure ADO, which automatically creates a ticket in Azure ADO for the L3 resource to work on. This is the current flow we follow.
For reporting purposes, we have created different reports and dashboards based on the number of use cases. We download reports and tickets based on areas we call Pods. We have created workflows for different columns in the ticketing tool for incident creation. Based on these workflows, we segregate ticket volumes to determine how many incidents are created for each Pod. This is useful for further analysis when we connect with the engineering or development teams to focus on reducing ticket volumes in particular Pods or areas.
What is most valuable?
What needs improvement?
Freshservice can be improved by enhancing Asset Management or CMDB accuracy. A feature that requires fewer manual updates in CMDB would be beneficial. Additionally, more advanced reporting and dashboard options would be helpful. Reporting is good, but more customization options and filters would be very useful. Furthermore, improvements in the visualization part would also be quite beneficial.
The knowledge base can be improved by making it easier to link between known errors or problem records we maintain. This would help us identify reoccurring application issues more quickly and reduce them from the knowledge base.
For how long have I used the solution?
We have been working with Freshservice for the last six to seven years in previous organizations, and our current organization is also using the same.
How are customer service and support?
The customer support has been good. Initially, we contacted them frequently, but now it is rarely needed. We would rate the support nine out of ten.
How would you rate customer service and support?
Which solution did I use previously and why did I switch?
We previously used a different solution, specifically a Microsoft tool. We started with that solution, but the storage price was very high compared to Freshservice. The database storage cost was prohibitively expensive for our organization, which was one of the primary reasons for switching. Furthermore, that solution was not flexible, and the configuration was tricky for our team to train on, especially since we had previously used Freshdesk and found Freshservice to be more convenient and easy to use. Clearly, pricing and usability were the main factors for switching.
What was our ROI?
We have definitely seen a return on investment based on the use cases we have implemented. We observed improvement in resolution time and first response time. Automation has contributed significantly, resulting in reduced resource counts, which equates to savings in money and time.
What's my experience with pricing, setup cost, and licensing?
We were not heavily involved in the licensing and pricing aspects, but we participated in discussions regarding how many users would be required for the license, as our team would be primarily using this. Although we were not directly involved in the negotiations, the price was very comfortable for our organization to proceed with the migration from Freshdesk to Freshservice. It was one of our suggestions to switch for better features.
Which other solutions did I evaluate?
Before choosing Freshservice, we evaluated other options, including Zendesk. ServiceNow was also considered, but it is too costly. We had a trial long ago, and overall, our only viable option remained Freshservice.
What other advice do I have?
Our advice for others considering Freshservice is to definitely proceed with it. We have only a customer relationship with this vendor. We have provided all feedback based on our previous and current experiences using this tool. Our last two organizations have used the same tool, which has made our work significantly easier. Our overall review rating is eight out of ten.
Which deployment model are you using for this solution?
Private Cloud
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
Amazon Web Services (AWS)
