I really like how easy to configure, use, brand and automate actions. The gamification aspect with awarding of badges alongside the automated satisfaction survey not only motivates and encourages agents to resolve tickets whilst maintaining high levels of customer satisfaction. Review collected by and hosted on G2.com.
There is a mobile app, however it doesn't currently work with SSO - they are apparently working to resolve this limitation Review collected by and hosted on G2.com.
Video Reviews
The best solution for HelpDesk I've implemented
Always great service.
1,253 Freshservice Reviews
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.
As the I.T. Manager, I value the reasonable pricing, strong SLA capabilities, detailed reporting, and the transparency into agent-assigned incidents and tickets. What stands out most, however, is that this solution has reduced our incident response time by over 25%.
The setup was straightforward, easy to use, customer support has been reliable, and it's become a tool we rely on daily. While we haven’t yet explored the many integration features, we plan to take full advantage of them in the near future. Review collected by and hosted on G2.com.
There are really no cons to Freshservice that we have found to date. Review collected by and hosted on G2.com.
Simple, cloud based, ticketing system. Straightforward integration, and nicely pulls up user info with tickets. Has a lot of features under the hood as well, and a great amount of customization. Kind of fun to discover new tools like the email commands, and there seems to be a never ending amount of new features added regularly. Review collected by and hosted on G2.com.
Lots and lots of features, some are excellent, some need a little more love to reach efficiency. Reporting is the life's blood of the Service Desk. Some obvious reports aren't there and you'll have to make, which takes a bit of time to master. Also, there should be a refresh timer on the Ticket List screen. Like, be able to set how many seconds before the next refresh. It refreshes, but I want tickets to show up instantly, not 30 seconds from now. Review collected by and hosted on G2.com.
With FreshService being cloud based, it has made it easier for users and agents to interact with the helpdesk eliminating the requirement for users to VPN into our internal LAN to access ITSM tools. We have also enabled SSO with FreshService making it much easier to access. Review collected by and hosted on G2.com.
On rare occasions, maybe once or twice a year for brief periods, FreshService may become inaccessible due to issues in the cloud. Review collected by and hosted on G2.com.
The time it takes to get used to Freshworks when you implement it is straightforward, It is nice and easy to implement and get the process of the ground. The user base is very easy to use and getting the system to how you like it is very nice. This is now used every day by our IT teams and the integration is being considered by other departments. Review collected by and hosted on G2.com.
The backened system is quite hard to understand, There customer support is very script based and doesnt help in all cases. Review collected by and hosted on G2.com.
Freshservice is easy to use and helps our IT team manage tickets smoothly. The interface is clean, and setting up workflows is simple. I love the automation features and they save us a lot of time. The mobile app is also handy for quick updates. Review collected by and hosted on G2.com.
Sometimes, reporting features feel a bit limited. Customizing reports could be easier. Also, the pricing can get high as you add more features or users. Review collected by and hosted on G2.com.
The UI/UX is amazing. Both agents and end users find it incredibly use but also incredibly flexible and customizable. We were able to very quickly implement our necessary customizations and integrate it with our other systems like Entra and intune. If I ever don't know anything, the freshservice team responds quickly to tickets. Our whole IT team has freshservice open every day, all day. Review collected by and hosted on G2.com.
The asset management side is missing some UI visual aides that other softwares have. The AI agent often misunderstands requests, submitting very wrong tickets that don't represent the users request. Review collected by and hosted on G2.com.
Freshservice is straight forward to use and fairly easy to set up, meaning that you don't need to spend months trying to get usage out of the product. We were using it live within 30 days of purchase. Review collected by and hosted on G2.com.
FreshService has some rough edges that I wish were polished out some. The analytics/reporting is a bit clunky. Review collected by and hosted on G2.com.
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