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.
Mobile service requests
What do you like best about the product?
What I like the most is how you can get updates on the go about your service ticket on your mobile device, which I find very helpful
What do you dislike about the product?
I actually have not had any issues, and that is priceless
What problems is the product solving and how is that benefiting you?
It is helping me streamline service requests by chatting with a representative if my request is urgent, and if not I can just send it and receive updates online.
Intuitive Ticket Management, Needs UI Enhancements
What do you like best about the product?
I like that Freshservice is simple to use. There's not much complication, and it's very intuitive. I also appreciate the ticketing feature, which allows us to create tickets internally, especially for approvals from higher management.
What do you dislike about the product?
I feel the UI of the service could be improved a little bit as it's very plain, and it could be made more colorful with smooth animations.
What problems is the product solving and how is that benefiting you?
I use Freshservice to manage internal tickets, simplifying requests for access, hardware, or approvals.
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.
Easy to Use and Complete, but Ticket Update Tracking Needs Improvement
What do you like best about the product?
easy to use , friendly to view and pretty complete
What do you dislike about the product?
Unable to know when I have a new update on a ticket, loose track of what needs to be work on
What problems is the product solving and how is that benefiting you?
Ticket management, asset management and solutions articles library
Freshservice Unified Our Operations and Delighted Our Staff
What do you like best about the product?
What I value most about Freshservice is how it has professionalized service delivery across our entire chain, creating a single source of truth for every request. The intuitive, consumer-grade portal has been a game-changer for our non-technical staff; trainers and front-desk employees can now report a broken air conditioner or a software issue with the same ease as ordering something online, which has led to widespread adoption. The out-of-the-box workflows for facilities and IT management allowed us to launch quickly, bringing immediate structure to processes that were once entirely ad-hoc. Furthermore, the integrated IT Asset Management module has given us, for the first time, complete visibility and control over our entire inventory of equipment—from exercise machines to network hardware—enabling us to shift from costly reactive repairs to strategic, proactive maintenance.
What do you dislike about the product?
The primary challenge was the initial design phase to mold the platform to our specific hybrid of IT and physical asset management. While flexible, configuring the service catalog, approval chains, and SLAs to seamlessly handle everything from a leaky faucet ticket to a corporate software rollout required careful planning. For a lean operations team, fully leveraging the advanced AI and automation features to their potential is an ongoing journey. It demands a dedicated investment of time to configure and trust the system's predictive insights, which can be a stretch when managing day-to-day firefights across multiple locations.
What problems is the product solving and how is that benefiting you?
Freshservice is directly solving our core problem of operational fragmentation and invisible workload. Before implementation, service requests were trapped in a black hole of emails, text messages, and walk-up conversations, leading to missed issues, frustrated employees, and no way to measure our team's efficiency or asset lifecycle costs. This platform has eradicated that chaos by centralizing all communicationinto a single, trackable, and accountable system. The benefit for me is twofold: strategic and operational. Operationally, my team's productivity has soared with clear, automated work queues, and employee satisfaction has increased because everyone receives timely status updates. Strategically, I now have a powerful data engine to analyze trends, forecast equipment failures, and definitively demonstrate the ROI and business-critical value of our maintenance and IT departments to executive leadership.
Mobile access has transformed ticket handling and now reduces time, staff, and support effort
What is our primary use case?
We use Freshservice primarily for IT Service Management, including incident management, service requests, asset management, and change management to support daily IT operations efficiently.
Freshservice is used as our central platform for:
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Managing IT incidents and service requests
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Automating workflows and approvals
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Tracking IT assets and licenses
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Supporting ITIL-aligned change and problem management
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Improving visibility through reporting and analytics
It's a great tool that makes our work very easy
How has it helped my organization?
Freshservice has improved our service desk efficiency by streamlining ticket handling, improving response times, and increasing visibility into IT operations.:
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Centralizing incident and service request management
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Reducing response and resolution times through automation and SLAs
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Improving visibility with dashboards and reporting
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Enhancing asset and change management
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Increasing end-user satisfaction via a user-friendly self-service portal
Overall, it has helped standardize processes and improve operational efficiency.
What is most valuable?
Freshservice’s best features stand out because they combine ease of use with powerful IT service management capabilities that scale well as organizations grow. One of its strongest features is Incident and Service Request Management. The intuitive ticketing system allows teams to log, prioritize, categorize, and resolve issues efficiently, while automation rules, SLAs, and workflows help reduce manual effort and response times. This leads to faster issue resolution and improved end-user satisfaction.
Another key feature is the Self-Service Portal and Knowledge Base. Freshservice enables users to find answers, submit requests, and track their issues without contacting IT directly. A well-structured knowledge base reduces repetitive tickets and empowers users to resolve common problems on their own, freeing IT teams to focus on higher-value tasks.
What needs improvement?
Freshservice is a strong IT service management platform, but there are several areas where it could be further improved to deliver even more value. One key area is advanced reporting and analytics. While the current dashboards are useful, more customizable, real-time reports with deeper drill-down capabilities and predictive analytics would help organizations better forecast workloads, identify recurring issues, and make data-driven decisions.
For how long have I used the solution?
I have been using Freshservice for about five months.
What do I think about the stability of the solution?
What do I think about the scalability of the solution?
The scalability of Freshservice is very great.
How are customer service and support?
The customer support for Freshservice is super great, and I would rate the customer support a 10 out of 10.
Which solution did I use previously and why did I switch?
I previously used Jira and ManageEngine before switching to Freshservice.
What was our ROI?
With using Freshservice, only two technicians are needed per one shift, but without Freshservice, for the same company size, we need about four technicians per shift, so it saved money and time.
What's my experience with pricing, setup cost, and licensing?
I do not have any experience with pricing, setup costs, and licensing, as it was assigned to the infrastructure team.
Which other solutions did I evaluate?
I did not evaluate other options before choosing Freshservice.
What other advice do I have?
My advice for others looking into using Freshservice is that it is a very great tool, as it saves your time, your money, and your team efforts. I would rate this product 9.5 out of 10.
Automations that revolutionize IT and HR
What do you like best about the product?
your automations that solve a lot of things, both in IT and Human Resources
What do you dislike about the product?
at the moment there are problems obtaining signatures that are only signed once
What problems is the product solving and how is that benefiting you?
its ability to automate everything now with just 1 click generates a personnel action, does inventory just by installing the client on the machine, and it's all super easy
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)
