It's not JUST a ticket queue. Compared to the industry heavy-hitter, Zendesk, Freshservice features lots of powerful automation that can cut the busywork out of a technician's day. The idea of a single pane-of-glass for break/fix, projects, hardware and software inventory, and knowledge base, coupled with these time-saving automations, was too compelling for our org to pass up. Review collected by and hosted on G2.com.
As a user, I have to say it's not as good as Zendesk. I miss many quality-of-life features that Zendesk has had for quite a while, including a ticket queue view separated by assigned agent, separate ticket "tabs" within the browser page, and the On Hold status (Fresh only has open/pending/resolved/closed.) The Projects system is also visually and functionally inferior to something like Jira. Just figuring out how to close a project out is maddening.
As an administrator, my main complaint is that the cool features in Freshservice almost always have some kind of limitation that directly impacts my desired use case, and these limitations usually aren't just explainable as technical debt. For example, the new Employee Offboarding workflow does not allow me to add secondary and tertiary stakeholders unless they are tied to inventory assets. This limitation doesn't exist in the Employee Onboarding flow, so it seems like the developers did more work than necessary, just to ensure that I CAN'T actually use the new feature for my business. I've made many feature requests for similar limitations and none of them have been addressed, despite the lengthy back-and-forths with Support usually required for them to even understand my use case. Review collected by and hosted on G2.com.
Video Reviews
The best solution for HelpDesk I've implemented
Always great service.
1,237 out of 1,238 Total Reviews for Freshservice
Overall Review Sentiment for Freshservice
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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.
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.
We are using Freshservice to integrate and work on service requests both for internal and external teams and easily track the requests and see that it is being handled by the relevant and right team. Review collected by and hosted on G2.com.
The user interface can be more professional as well as ease of integration and wider integration option can be benefiecial. Review collected by and hosted on G2.com.
Its ease of use, straightforward installation, excellent ticket management system, and rock-solid technical support are all features that I appreciate. Both tickets and assets are handled effectively. Our company's efficiency has been greatly enhanced by its customizable features, automated workflows, and ability to integrate with other applications. Any company that uses tickets to track tasks, automate processes, and keep track of assets would benefit greatly from this system's superior ticket monitoring and management capabilities. Review collected by and hosted on G2.com.
There should be more regular updates in the areas of change management and reporting, as these are often lacking. Review collected by and hosted on G2.com.
Freshservice offers a wide range of functionalities designed to streamline IT operations. This also makes it a good solution for B2B support.
It has a user-friendly interface and allows customization without a large use of external consultants.
Premium support is very good, with a dedicated team of support, arcitects, product specialists and more available on short notice included in the service. Review collected by and hosted on G2.com.
No major downsides, but products B2B functionalty/focus (Portal as an example) need some improvements to get at the same level as the ITSM side. Review collected by and hosted on G2.com.
FreshService has a friendly UI which allows an easy track of tickers and tasks. In addition, the several services included allows to automate several processes. Also, every times I need support, I get fast answers and in case they cannot give me the service by email, a call takes place. Review collected by and hosted on G2.com.
When I did a migration process using the Workspace Organizer, some of the items from one workspace to another where not included to automatically migrate, making me involve lots of time into manual implementation. Also, I was negatively surprised about some FreshService management supposedly to test the differces between IT and Business agents and telling me that only a few differences, and I find out several differences. Review collected by and hosted on G2.com.
