1,289 Freshservice Reviews
As a project manager, I consider Freshservice an essential tool for managing projects and tickets. Its highly customizable setup allows for efficient task management, ensuring organization and productivity. Additionally, the intuitive interface, automation features, and detailed reports are extremely positive aspects. The integration with other tools and customer support are also key differentiators that make Freshservice an excellent choice for internal management. Review collected by and hosted on G2.com.
While Freshservice is a robust and reliable platform, some users report minor limitations, such as the need for more customization options in certain workflows and the lack of some advanced reporting features. Additionally, the initial setup can be somewhat complex, requiring extra time for adaptation. However, these aspects do not significantly affect the overall experience with the platform Review collected by and hosted on G2.com.
I've been using Freshdesk for a while now, and it has truly streamlined the way we handle customer support. It offers an intuitive interface and a suite of modern tools that make managing support effortless. One of the standout features is how it consolidates tickets from various channels—email, social media, and phone—into a single workspace, ensuring our team stays organized and responsive. The integrations have also been a game-changer, saving us time and improving efficiency. Overall, Freshdesk has been a reliable and user-friendly solution that has significantly enhanced our customer service experience. Review collected by and hosted on G2.com.
There are a few aspects that could be improved. The associated subscription cost is a bit on higher side, especially since some advanced features are locked behind higher-tier plans. Additionally, more customization options are required for business needs. Review collected by and hosted on G2.com.
What I particularly appreciate about Freshservice is that all incoming tickets arrive in an organized system. Every request can be tracked seamlessly – nothing gets lost in the support void. Customers receive transparency about the current status at any time through their own portal. And our new service shop is quietly evolving in the background. Review collected by and hosted on G2.com.
A disadvantage of Freshservice is the limited expandability of ticket processing. Features like automatic time tracking for TeamViewer, AnyDesk, or phone sessions are currently missing. This would be a relief for us as a service provider. The analytics portal does not always provide the level of detail we need for our reports. As an IT system house on behalf of clients, we sometimes miss the levers to map processes individually. For onboarding and offboarding, we have also built our own solution via the service catalog, which can then be customized for clients through the workflow automator. The onboarding and offboarding process natively depicted in Freshservice may be good for a corporate solution, but not for an MSP. Review collected by and hosted on G2.com.
Freshservice is a solid and flexible platform that checks many of the boxes for our organization's needs. It’s extensive in functionality, and if you have the right team and resources, you can customize it to suit nearly any use case. From ticket management, integrations with other systems, to workflows and automation, the platform offers a lot of depth and scalability. The interface is modern and generally intuitive, making it easier for users to adopt. Review collected by and hosted on G2.com.
The main challenge we face is with the support experience. While the support team is courteous and eager to help, the fact that they are based overseas has introduced a language and communication barrier that makes deeper problem-solving difficult. Their suggestions often feel canned or generic, which doesn't help us implement solutions tailored to our specific environment. This makes it hard to fully adopt some of the more advanced features without investing a lot of time internally. Review collected by and hosted on G2.com.
FreshService has proven to be a fast and flexible application for our agents. We rolled out FreshService in several stages as we moved away from our old on-prem solution. We have been able to integrate FreshService with several monitoring tools as well as an on-premise orchestration server to take over some manual tasks and automate them. Review collected by and hosted on G2.com.
While new features are coming out monthly, some basic features like syntax highlighting are missing. Review collected by and hosted on G2.com.
We love the automation rules we implemented in Fresh service, for example when we set the cases as SO (Solution Offered), Pending, or any specific status, we have implemented a three strikes rule, where follow up emails are being sent automatically. This saves a lot of time because previously in Salesforce this was done manually. Review collected by and hosted on G2.com.
So far I don't really dislike something in particular, we are already using this service to handle the tickets, one of our engineers did the ticket migration, and we are still in the process of configuring everything, so nothing so far that we dislike. Review collected by and hosted on G2.com.
What I like most about Freshservice is the intuitive interface and process automation, which make ticket management easier and increase team efficiency. Additionally, the self-service portal helps reduce the number of repetitive tickets. Review collected by and hosted on G2.com.
Although Freshservice is a very efficient tool, I believe that some reports could be more customizable and detailed to further facilitate performance analysis. Additionally, some integrations require manual adjustments that could be more automated. Review collected by and hosted on G2.com.
Freshworks platform has been a welcome change for me and honestly refreshing to use. Review collected by and hosted on G2.com.
There's so much, we haven't been able to make use of it all yet. Review collected by and hosted on G2.com.
As a growing business operating in a fully remote environment, we recognise the importance of having a modern, efficient, and reliable IT service management tool. After evaluating 2-3 options, we chose Freshservice, and it has proven to be a transformative tool in the way we manage IT operations, streamline asset management, and deliver an exceptional service to both internal employees and external customers.
Freshservice has enabled us to drive efficiency across the organisation. Review collected by and hosted on G2.com.
Reporting seems a little clunky but gives us what we need right now. It's early days in diving into that aspect of things. Review collected by and hosted on G2.com.
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.
