The dashboard gives me a really good picture of the volume and status of the tickets coming into our helpdesk. The customer feedback is also a great feature so we can fix issues quickly and keep our people happy. Review collected by and hosted on G2.com.
The reporting needs to be more flexible and customization. There is a lot of good information in the pre-built reports, but i often find it limiting when trying to spot trends and make decisions. Review collected by and hosted on G2.com.
Video Reviews
The best solution for HelpDesk I've implemented
Always great service.
1,243 out of 1,244 Total Reviews for Freshservice
Overall Review Sentiment for Freshservice
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It’s made a huge difference for us. Freshservice gave our global IT team one place to manage tickets, requests, and changes — with a clean interface and smooth workflows. Since rollout, we’ve cut resolution times by around 35% and seen productivity go up by 25%. The service catalog, automation, and Microsoft 365 integration have made things easier for both IT and users. Review collected by and hosted on G2.com.
Reporting could be a bit more flexible — building custom dashboards for our specific needs takes work. And for our China users, there are occasional performance hiccups. But overall, it’s a solid platform and those are just areas to improve. Review collected by and hosted on G2.com.
Freshservice is easy to use and helps our IT team manage tickets smoothly. The interface is clean, and setting up workflows is simple. I love the automation features and they save us a lot of time. The mobile app is also handy for quick updates. Review collected by and hosted on G2.com.
Sometimes, reporting features feel a bit limited. Customizing reports could be easier. Also, the pricing can get high as you add more features or users. Review collected by and hosted on G2.com.
The UI/UX is amazing. Both agents and end users find it incredibly use but also incredibly flexible and customizable. We were able to very quickly implement our necessary customizations and integrate it with our other systems like Entra and intune. If I ever don't know anything, the freshservice team responds quickly to tickets. Our whole IT team has freshservice open every day, all day. Review collected by and hosted on G2.com.
The asset management side is missing some UI visual aides that other softwares have. The AI agent often misunderstands requests, submitting very wrong tickets that don't represent the users request. Review collected by and hosted on G2.com.
Freshservice is straight forward to use and fairly easy to set up, meaning that you don't need to spend months trying to get usage out of the product. We were using it live within 30 days of purchase. Review collected by and hosted on G2.com.
FreshService has some rough edges that I wish were polished out some. The analytics/reporting is a bit clunky. Review collected by and hosted on G2.com.
Freshservice has a default template when creating a new task or user story. Also we use the analytics chart for stories breakdown by user and burnt down charts are very effective. We integrated freshservice with slack and outlook so whenever there is an update on the ticket, the watchers will be notifiied and take action immediately. Review collected by and hosted on G2.com.
I feel like complex workflow automation like assigning a task to next user based on the bandwidth is not possible. This is dine manually by verifying the scope of each user on the board. Also, mobile app does not support all the desktop features. Review collected by and hosted on G2.com.
I like the customizeability of the Freshservice tool and that you can collect your whole suite in one place.
I also really like their big API documentation Review collected by and hosted on G2.com.
The documentation for expressions in Workflow automator could be better. Review collected by and hosted on G2.com.
What I like most about Freshworks is how easy it is to set up and use, with automation that integrates seamlessly with your email and chats. Review collected by and hosted on G2.com.
The limited customization for more complex workflows. It’s great for basic needs, but, it can feel restrictive if you have very specific requirements. Review collected by and hosted on G2.com.
Freshworks has made the way our team work much more streamlined. We previously used very old school methods of incident management, direct emails to team members etc., and we needed to get our way of working sorted. We have been using FreshService for over 2 years now and have found the way it helps us work, and the simplicity especially of that work, has meant that we are simply more productive.
I have used many ITSM tools in the past, Remedy, Clarify, HP's ITSM behemoth tool, and all sorts of homebrew solutions, but none comes close to the clean and simple web-based approach of this product. Initial set up and configuration is quick and easy, and ongoing configuration change and user maintenance is straightforward. We can all see exactly what we're doing, ticket portability between workspaces is simple and transparent, and we have no issues. FreshService hss just become a part of the furniture for our Infrastructure team management, and now many other teams, as we are rolling out to the whole business.
In time, we are planning to roll out additional features of the product in phases, Change Management being one of the first to be looked at following the initial roll out. Review collected by and hosted on G2.com.
Reporting is not as straightforward as it might be, but I'm an Infrastructure chap, and reporting is not one of my BAU responsibilities so perhaps it's not surprising that it has taken some time to get my head around it. Review collected by and hosted on G2.com.
Freshservice ist unglaublich vielseitig und bietet Funktionen für nahezu jeden Bedarf. Wir nutzen es tagtäglich und schätzen besonders, wie einfach sich bestehende Dienste und Systeme dank der vielen verfügbaren Schnittstellen anbinden lassen. Trotz des großen Funktionsumfangs bleibt es relativ einfach zu administrieren, und der Kunden-Support ist hervorragend – schnell, kompetent und immer lösungsorientiert. Review collected by and hosted on G2.com.
Ein kleiner Nachteil ist, dass die initiale Einrichtung in komplexeren Szenarien etwas mehr Zeit erfordert, da manche Funktionen oder Einstellungen etwas versteckt sein können. Dies ist jedoch eher ein einmaliger Aufwand und hat keinen Einfluss auf die langfristige Nutzbarkeit. Review collected by and hosted on G2.com.
We enjoy the number of features within FreshService that makes this well-rounded ITSM. Review collected by and hosted on G2.com.
The reporting features are not well developed. There are a lot of basic reports that we use to run from our previous help desk system that we are unable to do within FreshService. E.g. report against a contract number to see the associated/linked assets. In some ways, the reporting is overcomplicated.
Most of our reports required from management are needed in list/table view and are required to be exported in excel format rather than in the view of widgets and charts. Review collected by and hosted on G2.com.
