Freshservice Reviews: 4.6/5 — Highly Rated

The most important area of the tool is form customisation and Freshservice meets all complex requirements and it is easy to use at the same time. Compared to it's competetors, Freshservice provides all ITSM requirements and it is user friendly.

The alert management is still basic. It needs work like able to undo certain actions by us. It could be made better by enabling service bot for requestors as well. It also could be made better by providing more branding support for page and browser tab separately.

It helps us to track problems faced by requestors. We are also able to track problems and keep record of CMDB. With complete set of ITSM requirements, Freshservice has helped us a lot.

I really love Freshservice features like easy-to-log-in, design, security, dashboard, Customer support and assign ticket tracking.

In my own words, I think it's a little costly compared to others ticketing tools.

Freshservice customer support is always ready to help your valuable customer. he resolves all types of queries on sort spend on time. We also automate a lot of repetitive tasks.

As a Senior IT Service Desk Analyst , I have been using Freshservice for over a year and I am very satisfied with its features and performance. Freshservice is a cloud-based service desk and IT service management solution that helps me and my team to handle all the IT support requests from our employees and customers. Some of the features that I like best about Freshservice are: Powerful agent help desk capabilities: Freshservice allows me to create, assign, prioritize, and track tickets easily and efficiently. I can also collaborate with other agents and attach notes, files, and screenshots to the tickets. Freshservice also has a smart automation feature that can trigger actions based on certain conditions, such as sending notifications, escalating tickets, or closing tickets. This saves me a lot of time and effort and improves the quality of service. Asset management: Freshservice helps me to manage all the IT assets in my organization, such as computers, software, printers, routers, etc. I can scan and discover assets automatically, track their location, status, and usage, and assign them to users or groups. I can also monitor the health and performance of the assets and get alerts when there are issues or changes. Freshservice also helps me to manage software licenses and contracts and ensure compliance with policies and regulations. Granular performance analytics: Freshservice provides me with detailed reports and dashboards that show me the key metrics and trends of my IT service operations. I can see how many tickets are created, resolved, and pending, how long it takes to resolve them, how satisfied the users are, and how well the agents are performing. I can also customize the reports and dashboards to suit my needs and preferences. Freshservice helps me to identify the strengths and weaknesses of my IT service processes and make data-driven decisions to improve them. Freshservice is a robust and user-friendly IT help desk solution that meets all my IT service management needs. It is easy to set up and use, and it integrates well with other Freshworks products and third-party tools. The pricing is reasonable and flexible, and the customer support is responsive and helpful. I would highly recommend Freshservice to any IT manager who is looking for a reliable and effective IT help desk solution.

have been using Freshservice for over a year and I have not encountered any major issues or drawbacks with the product. It has been a reliable and effective IT help desk solution that has helped me and my team to handle all the IT support requests from our employees and customers. I appreciate the constant updates and improvements that Freshworks makes to the product and the customer support team that is always ready to assist me. I have no dislikes about Freshservice and I think it is a great value for money.

Reducing the workload and stress of the IT agents: Freshservice automates many of the repetitive and tedious tasks that the IT agents have to do, such as creating, assigning, prioritizing, and tracking tickets, sending notifications, escalating issues, and closing tickets. This frees up the IT agents’ time and energy to focus on more complex and important tasks that require human intervention and creativity. Freshservice also provides a collaborative platform for the IT agents to communicate and share information with each other and with the users, which improves the efficiency and quality of the IT service delivery. Improving the user satisfaction and loyalty: Freshservice provides a user-friendly and intuitive interface for the users to submit and track their IT support requests, as well as access self-service resources such as FAQs, knowledge base articles, and forums. Freshservice also ensures that the users receive timely and accurate responses and solutions to their IT problems, and collects feedback from the users to measure their satisfaction and loyalty. Freshservice helps me to build and maintain a positive and trusting relationship with the users and to increase their retention and advocacy. Optimizing the IT asset management and utilization: Freshservice helps me to manage and monitor all the IT assets in my organization, such as hardware, software, network devices, etc. Freshservice helps me to keep track of the inventory, location, status, and usage of the IT assets, and to assign them to the users or groups according to their needs and roles. Freshservice also helps me to ensure that the IT assets are functioning properly and securely, and to detect and resolve any issues or changes that may affect their performance or availability. Freshservice helps me to optimize the IT asset management and utilization and to reduce the costs and risks associated with the IT assets.

Itoffer solid self-service and ticket-management tools. It has all the features that any ideal IT team would look for. The pricing is very competitive while compared to other ticketing platforms.

I have been using Freshservice for almost a year and had no issues. I would like too asset integration into the ticketing tool which would be more helpful when completing onboarding or offboardings.

I dont have to use multiple ticketing tools and Freshservice takes care of all our requirments within one tool.

It's very easy to use and setup. It has all the features we need.

We have nothing g to report currently. Therefore not applicable.

The user of service catalog forms helps users fill in all the required information in one go. The knowledge base articles we publish help users see solutions before the raise a ticket.

It is very easy to use, you can create your reports yourself. we can control every situation of IT related issues

Sometimes it is very slow and sometimes mail are not drop into ticket pool

we can track every problem and search its solutions later. I can control and follow kpi's of staff regularly

I like the way you can create and manage tickets. The user interface is so intuitive, and easy to manage all tickets in one dashboard. You can easily change the status of a ticket, and the most important factor I like is that you can set a condition before a ticket status can be changed to closed. I like so many features of this Saas solution that I can not highlight all of them here. It is an excellent tool for every business IT department to use. For MSP, Freshworks will be the choice, of course.

I don't have anything I dislike about this platform, as I have been using it for the past six years.

Freshservice provides a simple way to curate all the IT incidents within the organisation and manage them in real time. I manage over 250 users and about 400 computers and servers across 10 countries. Using this tool helps all our users to reach the IT department and either request a service or post a complaint or incident, which enables us to see their problems in real time and help them out without delay. This helps tremendously to keep the business processes running with limited or no down time.

All teh calls are easily accessed and the dashboard is custimisable.

Better reports on tickets and tracking of closed/resolved calls.

Getting vendors to stores for maintenance problems

FreshService is powerful product which has lots of feature which are very helpful for ITSM and productivity. It help to manage tickets, assets, helpdesk management. It has powerful automation tools which helps to manage workflows, ticket assignments and knowledge based assignments.

There is nothing much to dislike about freshservice except there isn't much options to customize automations.

Freshservice is helping our organization for managing incidents, service requests, change and problem management, assets management and helpdesk management.

I've been in IT services for close to 7 years now and FreshService is hands down the best ticket system I've used. There are alot of neat feautures even with the lowest tier of subscription which helps keep IT projects on track. I especially love the email integration that makes communicating with users easy and tracks all progress.

My only downside with FreshService is admin friendliness. There loads of great tools to use to structure your system based on company IT needs, but the customization is not intuitive from an admin viewpoint.

Ticket tracking. Hands down the best when it comes to tracking projects and keeping users clued in on how their issue is going.