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.

The setup and tutorials are easy to understand and implement. The system itself is user friendly both the the admin and end user. There is very little upkeep required. The hardest part I found was getting users used to going to it to self help and search the help articles that are published.

I have yet to find anything that I disliked. Everything has been positive, I have every confidence that if there was something that I disliked that I could easily communicate that to them.

Providing a help desk that provides not only reporting of incidents but also library of help issues. It allows people to report incidents and find answers in their own time.

Freshservice lets us keep all of our support notes in one place and allows us to use automation to increase our productivity. The general interface is easy to use and the end users have mutliple ways to reach out to us. We use this every day and wouldn't be able to effectively complete our Computer Helpdesk tasks without it.

My most recent frustrations have been since they upgraded their interface and the page glitches out with displaying areas some times. However, a refresh will clear up the issue.

How to keep up with requests from end users. Freshsevice allows us to link multiple communication channels into one service with one record for the users.

Ease of use, and the number of features are great!

Need more help with reporting. I cannot find a lot on this.

Helps streamline our daily routine.

Análises e relatórios personalizados que são enviados para os nossos clientes de forma automática. Recursos de automação.

Sinceramente acho ele perfeito, apenas deixaria o módulo de asset inventário sem custo adicional.

Tickets.

Useful customiztaion and automation features

There is nothing for me to add to this section

Solves our issues with automation and it gives us more time to focus on other tasks.

Super helpful services. Integrates well with our existing systems

Getting started took a bit, but they were helpful in getting it onboarded.

Were using it for helpdesk management.

I've used a lot of different help desk and ticketing platforms and Freshservice is the most user friendly of all of them. The integration of so many different modules makes it a great solution for organizations of all different sizes. We use it for ticketing, asset management, purchase orders, service requests, project management, and more.

One downside to fresh service is it isn't quite as customizable as I'd like.

We had many different tools and services for our business spread across multiple departments. I'm currently bringing multiple departments into the fresh service platform and uniting our organization through it.

I have been working with Freshservice for the last 6 years. Freshervice allows our small IT Department to manage requests from 450 staff daily. The features that are built in also help our daily workflow with service requests and IT issues. Their customer support is always helpful and resolves any issues we have in a timely manner.

I wish Freshservice allowed the sorting of help desk tickets by subject. We include the store number in the subject line and would love to see this sort the subject line.

Freshservice continuously updates and improves its features on a monthly basis.

Freshservice is one of the best tool for ticket management, asset management, reportings and automations. It is loaded with tons of features which are very helpful in ITSM. Implementation is very easy and customer support is also good.

There is nothing to dislike about freshservice. It has everything you need to manage tickets and assets.

Freshservice is providing best ITSM tools. We are using it to manage incident tickets, providing self service desk to customers, workflow automations and reportings are very useful.

Freshservice has very user friendly ui and loaded with ITSM features, automations and many more useful things.

Agent Licensing is bit costly. It can be reduced a bit.

We are using Freshservice for incident management, service request management and ITSM tools.

Lo que mas me gusta es la interface y la facilidad de uso que tiene freshservice, lo uso a diario en mi organizacion, siento que desde que la usamos mis compañeros y yo somos mas productivos y nos ayuda dia a dia, recomiendo a ojos cerrados freshservice

La verdad he pensado mucho esta pregunta y sinceramente no he podido responderla ya que uso a diario freshservice y m encanta, siento que desde que lo uso somos mas productivos en la mesa de ayuda TI de mi organizacion.

Los problemas principales que me ayudan a resolver freshservice es en la mesa de ayuda TI, siento que el tiempo nos rinde mas por que con su sistema de tickets los clasifica dependiendo si es incidencia o solicitud de servicio, me parece de lo mejor y siento que me ayuda mucho

I appreciate the easiness of usage, the quick deploy and engagement of users and agent . it does not need a big effort in terms of training . i have experienced the system in two different company .

Really nothing , what i suggest is to improve a knowledgebase system , in order to add internal or external documentation . In an another work experience i had to place side by side also jira

a unique entry point for service desk , all tickets are under control , we have improve our reputation versus our user/customers .

En mi organizacion utilizamos todo tipo de herramientas y licencias para diferentes cosas, pero la que mas uso y la que mas me gusta es freshservice, la concidero super necesaria y no me imagino trabajar sin ella, lo que mas me gusta es su interface y lo practico y facil que es de usar, la recomiendo a ojos cerrados para la mesa de ayuda TI de sus organizaciones

Hay poco que decir en esta pregunta ya que uso freshservice todos los dias y me encanta, pero si tengo que decir algo negativo o a mejorar seria el costo de la licencia, pero del resto me encanta

Trabajo en la mesa de ayuda TI de mi organizacion y los principales problemas que ayuda a resolver freshservice son de caracter TI, los personales serian el tema de la organizacion y los tiempos para resolver cada ticket, ya que los organiza dependiendo de su importancia, incidencia y solicitud de servicio, simplemente freshservice me encanta

Utilizo todos los dias freshservice en la empresa la cual laboro, en el area de TI, la verdad me gusta mucho y concidero que es super util ya queme ayuda a organizar los ticket y asi yo poder ir atendiendo los casos uno por uno y ir dandoles solucion, concidero que todas las empresas deberian manejar freshservice, la recomiendo a ojos cerrados

como dije en la pregunta anterior me encanta freshservice y lo utilizo a diario y a pesar de usarlo por años todos los dias no he encontrado nada negativo de freshservice, todo lo contrario, me encanta su interface y sus funciones

Yo trabajo en la mesa de ayuda TI de mi organizacion en la cual utilizo freshservice, y los principales problemas que yo he notado que me ha ayudado a resolver es con los tiempos en los que resuelvo cada caso, ya que me ayuda con la organizacion de tickets y los organiza y te da tiempo de resolverlos segun su importancia y si es incidencia o solicitud de servicio, entonces eso me permite ir resolviendo mas como uno por uno y ser mas eficiente en mi trabajo, es una herramienta super util que recomiendo a todas las empresas

La verdad es que freshservice es lo mejor que hay en el mercado en cuanto mesa de ayuda o de servicio, yo la us a diario en mi organizacion en la mesa de ayuda TI, me ayuda mucho y lo que mas me gusta es que me permite ser organizado con mis tickets ya que los organiza dependiendo el caso si es incidencia o solicitud de servicio y a mi parecer da un tiempo prudente para resolverlos

hay muy poco que no me guste de freshservice, lo uso a diario en mi trabajo y no le he encontrado nada negativo, todo lo contrario me encanta y lo recomiendo a ojos cerrados, para mi es lo mejor del mercado y concidero que toda empresa en su area de TI deberia manejar freshservice

Los principales problemas que me ayuda a resolver frshservice son de caracter tecnologico y ademas en lo personal el tema de organizar los casos y llevar un registro de los mismos, con indicadores y estadisticas me parece lo mas acertado, simplemente me encanta freshservice

Lo que mas me gusta de freshservice es su interface y su facilidad de uso ya que concidero que es facil de usar y realizar una solicitud tanto para usuario como para administradores, ademas de que te ayuda a organizar los tickets dependiendo si es incidente o solicitud de servicio y te da tiempos prudentes para resolver los casos

Para mi que uso todos los dias freshservice no hay nada que no me guste, todo lo contrario, concidero que es lo mejor que hay en el mercado en cuanto a mesa de ayuda TI

Los principales problemas que me ayuda a resolver freshservice son de mesa de ayuda TI de mi organizacion, pero concidero que desde que lo uso me ayuda mucho a administrar mis tiempos ya que organiza los ticket segun prioridad y los puedo ir resolviendo poco a poco, fresh service me encanta

La verdad hay muchas cosas que me gustan de freshservice, entre esas es su facilidad de uso y su interface, es facil de usar tanto para administradores como para usuarios finales, tambien me gusta mucho que me ayuda a estar organizado con los casos que llegan a la mesa de ayuda TI de mi organizacion

hay muy poco o nada que responder aqui ya que me encanta freshservice, la uso todos los dias en mi trabajo y me facilita mucho el mismo, para mi es la mejor herramienta que puede uno usar si traaja en mesa de ayuda TI

El principal problema que me ayuda personalmente a resolver freshservice es la organizacion en mis casos ya que me ayuda a organizar segun incidencia o solicitud de servicio y da unos tiempos razonables para resolver cada ticket, simplemente me encanta freshservice

Lo que mas me gusta de freshservice es que me ayuda todo los dias en mi organizacion ya que me ayuda organizando los casos en la mesa de ayuda TI en la cual trabajo, lo organiza por incidencias o solicitudes de servicio y eso me encanta

hay pocas cosas que no me gusta pero si tengo que decir algo a mejorar es el tema del valor, a mi parecer esta un poco costoso, de igual manera recomiendo a ojos cerrados freshservice

Los principales problemas que me esta ayudando a resolver freshservice es enla mesa de ayuda TI, casos sobre el area de tecnologia de mi organizacion y desde que la utilizo noto que soy mas efectivo en mi trabajo ya que me organizo

Lo que mas me gusta de fresh servce es su facilidad de uso ademas de usarlo a diario en la mesa de ayuda TI donde trabajo pienso que es de lo mejor que hay en el mercado y sin dudas lo recoiendo a ojos cerrados

Hay pocas cosas que no me gustan pero diria que el tema del valor de la licencia en mi concepto es un poco elevada pero sin dudas recomendaria freshservice a pesar de todo por que ayuda mucho y consirero que es muy necesario

los principales problemas que me ayuda a resolver freshservice son de incidentes o solicitudes tecnologicas de mi organizacion ya que trabajo en la mesa de ayuda TI

Fresh Service is an amazing ITSM/ITOM tool. It is feature-rich at an incredible price! Very easy to use, customize, and integrate with other systems. Last but not least, the customer service is fantastic! I have never had a bad experience working with anyone at Freshworks.

I do hope the company restarts hosting its annual conference again.

It is our primary ITSM/ITOM tool helping us run our IT Operations. We have since expanded the use of it to include our Facilities and HR teams as their issue and case management tool.