Freshservice Reviews

Easy customizable ticket creation options with automated routing and responses. Good analytics for tracking ticket metrics.

Ticket routing automation requires a lot of setup but worth it once complete.

It was really easy to use. To Search for any tickets, or for an individual ticket.Has an API that it easy to use. It was used for inventory management. I believe it also has a network scanner.All communication with clients can be done within the App.

Wasn't Azure compatible, or at least we didn't set up that way, so it was another password to remember.

Really helpful for enabling incident requests and service requests

Sometime the merging of tickets can be a little confusing

Effective and easy to work with. Able to easily work on any type of incident throughout departments

Interface is not the most intuitive to navigate.

Easy to use and our user seem to get along with it well.

Lack of integration with some of our other applications.

Easy to use interface with great ticket management functionality.

Reporting and analytics features could be more robust and customizable.

Easy-to-use interface, great for ticket tracking and efficient team collaboration.

Reporting features could be more robust, and it lacks some advanced customization options.

this toll is very easy to use and manage

in my 12 months of use, none so far that I don't like

I love how easy it makes it to manage support tickets and requests; while also being able to handle bug, change and release management for the IT Team.

Despite having quite robust automations, some of the automations have limitations that require code or change requests to the FreshService team to be made.

I like the Self service portal and Virtual Agent, With this requestor can easily make Service request through the portal and Virtual Agent helps our requestor on basic troubleshoot problem

Improve the Customer support services , and provide a on site support is better to understanding more in this product

Its simplicity to deploy and customise to your needs is a real bonus for Freshservice, when compared with other offerings in the market.

We have no real misgivings on Freshservice.

Freshservice is how we submit requests for assistance to our IT department. It is extremely user friendly, and the department was able to create solutions that employees could search (like FAQ's) to troubleshoot their own issues prior to submitting a ticket. Once a ticket has been submitted, the IT employee receives an email and is able to respond via that email, shortening response time. Tickets are also able to be sorted/filtered easily, making everything feel organized. Personally, I always dread having to bother IT as I'm sure they are kept busy, so I was grateful the process seemed streamlined for them (from a non-IT perspective.)

Luckily, I have not yet had many issues requiring me to submit IT tickets, so cannot say I have experienced a negative.

It is one of the most easiest and user-friendly product I’ve seen on the market. It also works very well for new time employees coming into the IT

I do wish the reports could be easier to generate. Coming from a system, Lan sweeper with SQL database and reporting.

easy way to customize for our needs, All needed functions are in place, easy to handle

a good an helpfull too in my role as a service desk Teamleader.

I like the ease of use of the system and that we can have asset management, knowledgebase, and incident management all tied together.

We have had issues with some of the integration pieces, but have sorted most of them out with Freshservice support. We still have a couple of issues we are working out, but overall we have been pleased with support services.

The help was professional and appropriate informative.

It was rather pleasant and do offer good service.

The integration too rigid and unfriendly do not have confident to perform the integration

The workflow very rigid do not robust enough for customer to configure to handle customize organization workflow do not have proper implementation notification to customer. Only take action when error report by customer

Freshservice is a wonderful service management product! We use it for handling all our tickets and service requests. It differentiates between incidents and service requests so you can create a whole catalogue of hardware/software items that users can request. You can add approval requirements to these service requests and can create custom workflows to automate certain processes for incidents and requests.

The Project Managment module is a little underwhelming. Feels a little underdeveloped and the visual interface and functionality fells somewhat lacking. We use the Kanban method of project management and Freshservice doesn't give us the ability to manage projects using that method. It uses lists and gantt charts. However, and a service desk management tool it is great!

Ingenious ticketing system, comprehensive feature set, and top-notch customer support.

Steep initial setup, complex rules management, and occasional performance hiccups.

Simplicity of use. I am a non techie and I found it easy to use within my organisation

I don't think there is anything I would like to see added as it would detract from the simplicity of use