Freshservice
Freshworks Inc.External reviews
1,305 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Powerful Ticketing, SLAs, Automations, and Analytics That Boost Agent Organization
What do you like best about the product?
Ticket categories, Service Request, SLAs, Automator Flow, Analytics/Dashboard module, among others, greatly helped for greater agent organization, time management and Admin monitoring. It could be a little faster on the loading times, but the functionality makes up for it.
Pricing can be steep the more agents onboard, but the support and Ai tools offered can be a plus if needed.
API endpoint integrations also helps, along with the client portal allowing code customization for better visuals.
Pricing can be steep the more agents onboard, but the support and Ai tools offered can be a plus if needed.
API endpoint integrations also helps, along with the client portal allowing code customization for better visuals.
What do you dislike about the product?
It could be a little faster on the loading times for pages/modules
Pricing can be steep the more agents onboard, also for Ai tools.
Analitycs module can be VERY lacking in customizations sometimes, compared to Power BI for example.
Visuals can be cluttered sometimes.
Pricing can be steep the more agents onboard, also for Ai tools.
Analitycs module can be VERY lacking in customizations sometimes, compared to Power BI for example.
Visuals can be cluttered sometimes.
What problems is the product solving and how is that benefiting you?
Ticket creation, ticket categories, Service Request, SLAs, Automator Flow, Analytics/Dashboard module, among others, greatly helped for greater agent organization, time management and Admin monitoring.
Less friction, better context, faster resolutions
What do you like best about the product?
What I appreciate most about Freshservice is how little friction it puts between me and the work. The agent interface is clean and intuitive, search returns what I'm actually looking for, and integrated asset management gives me real context on every ticket. Workflows, approvals, and the service catalog are easy to build and maintain, and reporting answers my questions out of the box without forcing me to fight the query builder.
What do you dislike about the product?
My biggest frustration with Freshservice is around integrations and sync behavior with external systems. The Jamf connector, for example, is additive-only and doesn't propagate deletions, so stale records accumulate and require periodic manual cleanup to keep inventory accurate. Beyond that, some of the deeper customization and reporting capabilities feel constrained at this tier, occasionally forcing workarounds rather than clean solutions.
What problems is the product solving and how is that benefiting you?
Freshservice has consolidated our ticketing, asset management, and service catalog into one platform, which has eliminated a lot of the context-switching and manual reconciliation we used to deal with. Tickets now carry the full picture of the requester and their hardware, which speeds up troubleshooting and reduces back-and-forth. Workflow automation handles routine approvals and routing that used to require manual triage, freeing up agent time for higher-value work. The cleaner agent experience and usable reporting have also made it easier to measure where we're spending time and where we can improve, so the benefit isn't just faster resolutions but better visibility into the service we're delivering.
Freshservice Streamlined Support with Automation and Easy Office 365 Integration
What do you like best about the product?
Freshservice has improved our resolution times and helped us handle urgent requests more effectively. It’s been amazing to see how much of our workflow we’ve been able to automate, and it has made our day-to-day support process smoother overall. Eeasy to intergrate with our tenant in office 365. It made onboarding users fast and painless across our teams. Easy navigation and cost was perfect!
What do you dislike about the product?
The projects and analytics features are a bit cumbersome to use.
What problems is the product solving and how is that benefiting you?
Help us resolve our IT support issues.
Easy to Use, Everything Under One Roof
What do you like best about the product?
Easy to use and his everything under one roof.
What do you dislike about the product?
Would like to have more overall customization options.
What problems is the product solving and how is that benefiting you?
Breaks down siloed communication between departments and keeps a single source of truth for IT-related tasks and issues.
Much-Improved End-User Experience with Frequent Freshservice Updates
What do you like best about the product?
Freshservice has provided a much-improved end-user experience for our employees compared with our previous solution. Our new agents can also get up and running on Freshservice in less time. Each month, there are many updates to the application, which helps keep things feeling current and continually improving.
What do you dislike about the product?
Took a while to get used to using the API to perform certain tasks that in some other applications, is built into the UI.
What problems is the product solving and how is that benefiting you?
Freshservice helps us manage the incredible amount of tickets we injest each month, for multiple internal service departments
Highly Customisable, Well-Developed System with Useful Integrations
What do you like best about the product?
Freshservice is a well-developed system with many useful integrations and excellent customisability.
What do you dislike about the product?
There’s a steep learning curve at the start, and it took a lot of custom workflows to get it to where we wanted it.
What problems is the product solving and how is that benefiting you?
I’ve saved a lot of time with the automations and workflows, and fewer tasks get forgotten thanks to scheduled tickets. The built-in asset management has also been very helpful.
Streamlined Ticket Management, User-Friendly Automation
What do you like best about the product?
I really appreciate the great user interface of Freshservice, which makes it easy to use. The dynamically updating fields and the workflow rules are fantastic for automation purposes. I also find the reporting and widgets really helpful for monitoring metrics, which keeps me informed about the important details.
What do you dislike about the product?
Mostly works fine, the workflow rule automation for more complicated tasks can be quite difficult to setup or is limited with the options available for certain scenarios.
What problems is the product solving and how is that benefiting you?
Freshservice allows users to raise tickets themselves and maintains a recorded conversation, enhancing ticket management. The user interface is great, with dynamic fields and workflow automation saving time. Reporting and widgets effectively monitor metrics, improving my experience.
Easy-to-Navigate UI with Helpful, Non-Intrusive AI Automation
What do you like best about the product?
The UI is easy to navigate, and the settings options are clear and straightforward. The AI automated features aren’t too intrusive, but they’re still genuinely helpful when you need them.
What do you dislike about the product?
Occassionaly, there have been issues using 3rd party apps and integrations where those apps need updates or reconfiguration, but there is no clear notification for this.
What problems is the product solving and how is that benefiting you?
It helps with day-to-day issue management and asset management.
Strong visibility and control, but takes effort to get it right
What do you like best about the product?
I’ve been using Freshservice for a while now in a risk and compliance-heavy lending environment, and the biggest win for me is visibility. We manage a mix of internal service requests, incident tracking, and asset oversight, and having everything tied together in one system makes a real difference. The CMDB is actually useful once it’s set up properly—it helps us understand downstream impact when something breaks, which matters a lot when you’re thinking about operational risk. I also like how structured the incident and change management workflows are. There’s enough flexibility to map them to how we operate without feeling like we’re forcing our process into a rigid tool. The automation side, especially with Freddy AI, is helpful for handling repetitive tickets and routing requests. It’s not perfect, but it cuts down manual effort and response time in a noticeable way.
What do you dislike about the product?
Setup and initial configuration took more time than expected. Out of the box, it’s clean, but not fully aligned with how a financial services operation runs, especially with compliance layers involved. We had to spend a fair amount of time customizing workflows, permissions, and data structures to make it fit.
What problems is the product solving and how is that benefiting you?
For us, the main problem was fragmented visibility across systems and inconsistent handling of service requests. Before Freshservice, different teams were using separate tools or even manual processes, which made it harder to track issues, assess risk impact, and maintain audit readiness. Now we have a more centralized view of incidents, assets, and service activity. That directly supports better risk oversight because we can trace issues back to systems, understand dependencies, and respond faster when something goes wrong. It also helps from a compliance standpoint since we have clearer records and more consistent workflows.
Freshservice Centralizes Requests, Assets, and Workflows with Useful Automation
What do you like best about the product?
What stood out to me with Freshservice is how it pulls multiple moving parts into one place. Before this, we were juggling different tools for service requests, asset tracking, and internal workflows, which created gaps in visibility. Freshservice made it easier to centralize everything, especially with incident and change management. The interface is fairly clean and doesn’t feel overwhelming once you get used to it. I also found the automation side genuinely useful. Setting up workflows for recurring requests reduced a lot of manual back-and-forth between teams. Freddy AI is helpful in small ways like suggesting responses or categorizing tickets but I see it more as an assistant than something transformative. Integration-wise, we connected it with a few internal systems and didn’t run into major blockers, which made adoption smoother than expected.
What do you dislike about the product?
The initial setup wasn’t as straightforward as I hoped. Getting the CMDB structured in a way that actually reflects real-world dependencies took time and some trial and error. If you don’t invest that effort early, the value drops quickly.
What problems is the product solving and how is that benefiting you?
From my perspective leading operations and portfolio companies, the biggest issue was lack of visibility and consistency across internal service processes. Different teams handled requests differently, which made it harder to scale operations cleanly. Freshservice helped standardize how requests, incidents, and changes are handled across the organization. That consistency alone has reduced confusion and improved response times. It also gives better insight into where bottlenecks exist, which is valuable when you're trying to optimize processes across multiple teams or companies.
showing 1 - 10