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The best service desk platform
What do you like best about the product?
Freshservice has been a valuable tool, that is not only cost friendly, but also user friendly. It has helped our organization stay focused and streamlined a lot of processes.
What do you dislike about the product?
The only downside we have seen are little issues. Sometimes you can't report on everything or every metric.
What problems is the product solving and how is that benefiting you?
Freshservice has eliminated so many siloed process and operationalized shared mailboxes.
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Streamlined IT Service Management with Freshservice
What do you like best about the product?
I like that Freshservice offers a highly intuitive interface combined with powerful automation capabilities. Setting up workflows for ticket routing, approvals, and asset management was straightforward, which has noticeably reduced our response times and improved team collaboration. Its built-in reporting and dashboards provide real-time visibility into SLAs and help identify bottlenecks so we can proactively address issues.
What do you dislike about the product?
Some advanced customization—such as deeply granular conditional logic in workflows—can feel limiting, making it difficult to tailor every scenario exactly as needed. Additionally, occasional performance slowdowns occur when dealing with very large ticket queues or extensive asset inventories, which can impact user experience during peak times.
What problems is the product solving and how is that benefiting you?
Freshservice is solving the challenge of fragmented, manual IT and business request processes by providing a centralized, automated ticketing and workflow engine; this means instead of juggling emails, spreadsheets, and ad-hoc approvals, our teams follow standardized, self-service workflows for everything from access requests to hardware provisioning. That automation and visibility have reduced our average ticket resolution time by over 50%, cut manual follow-ups in half, and driven SLA compliance to above 95%, which in turn frees our IT staff to focus on strategic projects rather than routine break-fix tasks. Ultimately, having a single source of truth for incidents, changes, and assets has eliminated operational bottlenecks, minimized service disruptions, and significantly improved end-user satisfaction.
Positive so far
What do you like best about the product?
Reporting is automated which helps me and the team
What do you dislike about the product?
New system for team and need to get used to it
What problems is the product solving and how is that benefiting you?
Automation and ticket management
Feedback on Fresh Service Webinar
What do you like best about the product?
What I like most about Freshservice is the intuitive interface and process automation, which make ticket management easier and increase team efficiency. Additionally, the self-service portal helps reduce the number of repetitive tickets.
What do you dislike about the product?
Although Freshservice is a very efficient tool, I believe that some reports could be more customizable and detailed to further facilitate performance analysis. Additionally, some integrations require manual adjustments that could be more automated.
What problems is the product solving and how is that benefiting you?
Freshservice is helping us centralize and automate ticket management, reducing manual errors and increasing efficiency in customer service. Additionally, it facilitates the monitoring of SLAs and performance metrics, ensuring a more agile and organized service for our IT team.
Feedback Webnar Freshservice
What do you like best about the product?
I love Automated Flows and Custom Objects
What do you dislike about the product?
I don't like the project module, as it is very simple compared to Gira
What problems is the product solving and how is that benefiting you?
As a Freshservice implementer, I'm very familiar with the tool. It solves several key problems, such as disorganized ticket management, manual processes, and lack of visibility into IT operations. By automating workflows, centralizing requests, and providing useful analytics, it helps teams work more efficiently and deliver better service. This leads to faster resolution times and improved user satisfaction
Experience for Freshservice
What do you like best about the product?
What I like best about Freshservice, in a more casual way, is that it’s super easy to use and doesn’t make your head spin. Everything’s clean, organized, and you don’t need to be a tech wizard to figure things out.
Plus, it has some really handy features like:
Automations that save you a ton of time (like auto-assigning tickets or sending reminders).
A self-service portal that actually works, so people can help themselves instead of flooding the helpdesk.
And the asset tracking is built-in, so you don’t need a bunch of separate tools to keep everything under control.
It just makes IT support way smoother without being overly complicated.
Plus, it has some really handy features like:
Automations that save you a ton of time (like auto-assigning tickets or sending reminders).
A self-service portal that actually works, so people can help themselves instead of flooding the helpdesk.
And the asset tracking is built-in, so you don’t need a bunch of separate tools to keep everything under control.
It just makes IT support way smoother without being overly complicated.
What do you dislike about the product?
Customization can be a bit frustrating sometimes. You might want to tweak something and realize it’s not as flexible as you hoped.
It’s still a solid tool overall, but yeah—it’s not perfect.
It’s still a solid tool overall, but yeah—it’s not perfect.
What problems is the product solving and how is that benefiting you?
Asset control, SLA improvements, Intuitive Portal and Automations
great tool but limited multilanguage support
What do you like best about the product?
easy to use interface is really the greatest plus for Freshservice.
But also the great customization possibilities are really good.
Customer service is also very responsive on basic questions.
But also the great customization possibilities are really good.
Customer service is also very responsive on basic questions.
What do you dislike about the product?
Multilingual support is not available throughout the tool. Making it necessary to create some.responses/automators/rules 7 times as we are using 7 languages in our Company.
feature requests take a very long time to be resolved even if they seem critical.
feature requests take a very long time to be resolved even if they seem critical.
What problems is the product solving and how is that benefiting you?
tracking customer requests/problems across our different departments and offering traceability.
We also create custom reports through an API straight into our DOMO instance
We also create custom reports through an API straight into our DOMO instance
Useful, practical and intuitive
What do you like best about the product?
Useful, practical, and intuitive; I can also get performance metrics from the same tool.
What do you dislike about the product?
The technical support process is not clear, they take a long time to give a final resolution and sometimes it is not effective.
What problems is the product solving and how is that benefiting you?
Responding to cybersecurity incidents and monitoring their volume
Usability on Freshservice
What do you like best about the product?
As a project manager, I consider Freshservice an essential tool for managing projects and tickets. Its highly customizable setup allows for efficient task management, ensuring organization and productivity. Additionally, the intuitive interface, automation features, and detailed reports are extremely positive aspects. The integration with other tools and customer support are also key differentiators that make Freshservice an excellent choice for internal management.
What do you dislike about the product?
While Freshservice is a robust and reliable platform, some users report minor limitations, such as the need for more customization options in certain workflows and the lack of some advanced reporting features. Additionally, the initial setup can be somewhat complex, requiring extra time for adaptation. However, these aspects do not significantly affect the overall experience with the platform
What problems is the product solving and how is that benefiting you?
Here's the translated response for the Freshservice review on G2:
What business problems is Freshservice helping to solve?
Freshservice has been essential in improving project and ticket management within the company. It optimizes processes, reduces incident response time, and ensures greater efficiency in team communication. Additionally, its automation simplifies the resolution of recurring issues, minimizing manual intervention and enhancing overall productivity.
How is Freshservice benefiting you?
The platform provides an organized environment for managing tasks and tickets, offering better visibility and control over projects. Its intuitive interface and detailed reports support decision-making, ensuring that demands are efficiently addressed. Integration with other tools is also a strong point, enabling a more agile and connected workflow.
Is Freshservice moving in the right direction?
Yes. The platform's continuous evolution and ability to adapt to users' needs demonstrate that it is on a positive path. Ongoing improvements in automation and customization make the tool even more efficient for project and internal service management.
What business problems is Freshservice helping to solve?
Freshservice has been essential in improving project and ticket management within the company. It optimizes processes, reduces incident response time, and ensures greater efficiency in team communication. Additionally, its automation simplifies the resolution of recurring issues, minimizing manual intervention and enhancing overall productivity.
How is Freshservice benefiting you?
The platform provides an organized environment for managing tasks and tickets, offering better visibility and control over projects. Its intuitive interface and detailed reports support decision-making, ensuring that demands are efficiently addressed. Integration with other tools is also a strong point, enabling a more agile and connected workflow.
Is Freshservice moving in the right direction?
Yes. The platform's continuous evolution and ability to adapt to users' needs demonstrate that it is on a positive path. Ongoing improvements in automation and customization make the tool even more efficient for project and internal service management.
I have used it and I like it because I can automate processes when receive new tickets
What do you like best about the product?
I have used it and I like it because I can automate processes when receive new tickets
What do you dislike about the product?
eveything is goood nothing else that I need to add
What problems is the product solving and how is that benefiting you?
I have used it and I like it because I can automate processes when receive new tickets and I don't have to manually follow up in some cases
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