Freshservice reviews

Great ticket-management tool for our Marketing function. 40+ users.

As an IT-ticketing-borne tool, it does not always cater to the needs of a Marketing team. For more sophisticated Marketing planning, collaboration and reporting, we have now started using Freshservice.

Collobration of tickets and task in incidents and tickets

Transferring of tickets from one instance to another instance

The user-friendly interface and automation features have saved me time and effort.

I wish the reporting and analytics capabilities were more robust. Some additional customization options would be helpful too.

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.

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.

The capabilities of this ticketing solution are incredible.
Freshservice is easy to use and flexible.

I do not have dislikes for Freshservice.
Freshservice works so well for us.

focus on simplicity and ease of use
customization options

the discount policy which stipulates that one cannot get a discount if the user number is less than 20 user.

this toll is very easy to use and manage

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

I like that it houses best IT management features
It makes IT ticketing easy
It is very helpful as a help desk

So far no issues with Fresgservice. It has been really instrumental.

It is easy to use and i like the workflow automator

Only indian support not able to understand them good

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.

Freshservice user interface was very easy to use and the functionalities meets our use case

the inability to register certificates and certain operational activity

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.

The ticketing system is organized and easy to use. The automation features save me time.

The reporting feature could be more customizable. The mobile app needs improvement.

The help was professional and appropriate informative.

It was rather pleasant and do offer good service.

ease of use. it's very straightforward and easy to catch on to. don't need a user manual to figure out how to use it

mobile app doesn't have the same versatility the web version has, should be updated more frequently.

Easy Ticket management, user friendly good Layout

Initial setup and customization took some time to grasp

The ability to log tickets and assign tickets to users and also get notifications soon a ticket is updated with new information

I'm not able to edit my message on a ticket after it has been sent

It’s a great package to manage service desk tickets, problem management and change management. Easy to create and modify workflows.

It’s a great tool but a little pricy. Administrators need a thorough training to leverage all its features.

Freshservice has most of the features you need. It's customisable and expensible to a point which allows for other features to be added.

Some of the UX can be frustrating. The search is very lacking and often doesn't find the results you need. The "Solutions" feature for knowledge management is quite basic and can be frustrating to use.

I have little knowledge on configuring ITSM and with the help from Freshservice support, I'm able to pick the knowledge fast and able to roll out certain features immediately. Very friendly user interface.

When transition from Freshservice to Freshwork, there are few features are not available, hence limiting the configuration on Requester page. For instance Requester, there's no Location and Department field in FreshWorks Users. I would suggest a thorough testing on the field mapping be done before transition, e.g. Timezone was not done properly. Without the Location and wrongly mapped timezone, Agents and Administrator having a challenge to identify the Requester.