Freshdesk and Freshservice Pros and Cons

I have had the opportunity to work with both Freshdesk and Freshservice. Freshdesk is a customer service software that provides a variety of features such as ticket management, automation, knowledge base, and reporting to help businesses manage their customer interactions effectively. This can be particularly useful for businesses that need to manage customer inquiries and support requests across multiple channels. Freshservice, on the other hand, is an IT service management software that helps businesses manage their IT service desk, assets, and projects. It provides a range of features such as incident management, problem management, change management, asset management, and project management to ensure that businesses' IT operations run efficiently. Overall, both Freshdesk and Freshservice can be powerful tools for businesses looking to streamline their customer service and IT service management operations. Review collected by and hosted on G2.com.

Some of the downsides to using Freshdesk and Freshervice was the learning curve for me and my team to fully take advantage of all the features and functionality. We wanted to make sure we were taking full advantage and had proper setup as the cost of scale with the software isn't the cheapest. Review collected by and hosted on G2.com.

It provides a ticketing system that helps manage customer queries more efficiently and efectivly .

Its SLA management ensure timely responses and resolution.

Freshdesk supports email, phone, chat, social media, and more Channels . This allows businesses to offer a seamless customer experience across different platforms. Review collected by and hosted on G2.com.

Some how find the customization process to be complex and not very intuitive, requiring a steep learning curve.

Its slow load times or system lag, especially when handling a large volume of tickets Review collected by and hosted on G2.com.

We use freshdesk fo maintain an internal company knowledge base. I like the interface and ease of use and navigation. Review collected by and hosted on G2.com.

Figuring out what the different subscription options have to offer was a bit daunting. Review collected by and hosted on G2.com.

It is a good tracking tool, but heavy on the administrative burden and many fiels to select, which hinders efficiency in favor of tracking. Review collected by and hosted on G2.com.

I do not recommend FreshService for employees in the Privacy or Legal fields. It is not well suited for exchanging documents and for any external party collaboration. It can also destroy privilege internally if permissions aren't tightly controlled. Review collected by and hosted on G2.com.

The UI is very clean and it is a faily easy and robust tool. Review collected by and hosted on G2.com.

The app can glitch at times. The phone app tends to lag very often on Andriod. Review collected by and hosted on G2.com.

Easy to Use, User interface.

Reports and details available Review collected by and hosted on G2.com.

Not really, but Freshdesk can improve Android App,it doesn't respond at time on Android 13,14 Review collected by and hosted on G2.com.

Freshservice is an easy place to control the IT tickets and requests that come through and need a platform to monitor. Review collected by and hosted on G2.com.

The system is easy to navigate, and works well as a format between phone and computer. Review collected by and hosted on G2.com.

The theme looks quite professional, and the overall User Interface Design is thoughtful in nature. The clean user interface makes it user-friendly and helps boost the productivity. Review collected by and hosted on G2.com.

There is nothing much to dislike with the Frio Freshdesk theme. I am loving the whole user experience and user interface of the theme, it helps me organize my work better. Review collected by and hosted on G2.com.

The web design interface of Frio Freshdesk is so clean and appealing. Each and every Tab or services are clearly visible. Navigation is too simple and customers may feel it simple while using the platform. Price is economical and supported both mobile and Desktop browsers. Review collected by and hosted on G2.com.

Nothing to dislike as of now. The interface is clean and interactive. Support and service are good. The only thing which I can suggest is the customization can be improved. Review collected by and hosted on G2.com.

I like that the theme adds organization. It has a few options but not too many, so it isn't overwhelming. It allows for easy streamflow of work and a concise look. Review collected by and hosted on G2.com.

Although one of the things I like is the few options for the theme, it would be nice to have a few more options. The current color choices are not very bright. It does allow for the use of own color scheme. Review collected by and hosted on G2.com.