Overview
Product Information on Freshservice
What is Freshservice?
Freshservice Pricing
Overall experience with Freshservice
“Freshservice Implementation: Impact, Benefits, and User Experience Highlights”
“Freshservice Meets Basic ITSM Standards But Lacks Flexibility for Advanced Needs”
About Company
Company Description
Freshworks Inc. (NASDAQ: FRSH) creates AI-boosted business software anyone can use. Purpose-built for IT, customer support, and sales and marketing teams, our products are designed to let everyone work more efficiently and deliver more value for immediate business impact. Headquartered in San Mateo, California, Freshworks operates globally.
Company Details
Key Insights
A Snapshot of What Matters - Based on Validated User Reviews
User Sentiment About Freshservice
Reviewer Insights for: Freshservice
Deciding Factors: Freshservice Vs. Market Average
Performance of Freshservice Across Market Features
Freshservice Likes & Dislikes
A clean interface that is easy to use which anyone can navigate and configure without needing support or technical skill to accomplish. Workflow automation is easy to use with a good degree of customisation available. We have used it to cut out repetitive work and standardise processes. Ticket tracking and reporting are solid. It gives us clear, actionable insights to sharpen how we deliver support and how we improve our support organisation in a more targeted fashion.
Read Full ReviewIntuitive modules right out of the box without a need to customize, with the flexibility to customize if we wanted to. The user experience for agents that is smooth, and a deeply technical background is not required for administrators doing development. We love the ease of use of the sandbox feature, which lets us build out modules and run through UAT without impacting production. Syncing to prod is also a breeze!
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The portal setup can feel somewhat cumbersome, with limited customisation before diving into CSS, while switching between portal and agent views is awkward and slow. You can't apply updates retroactively, like changing categories, which means reporting gets messy and past tickets don't reflect updated taxonomies. Form logic is pretty basic. Service request forms work, but the lack of flexible dynamic fields or conditional behaviour makes it hard to build more advanced workflows or user-friendly experiences.
Read Full ReviewLack of flexibility of most of the modules. Seeming overlap between different modules like incident/problem/change management without enough flexibility. Reporting of agent time spent in the platform is not very good. It is hard to determine if the reporting is producing accurate results.
Read Full ReviewThe toughest thing for us is that most of their tier one support is outsourced to people who Don't seem to read the tickets. When we put in a ticket and describe the steps we've taken already, they will frequently reply back and ask us to take those same steps. Whenever we escalate though, we get fantastic service.
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Peer Discussions
Freshservice Reviews and Ratings
- DIRECTOR OF IT50M-1B USDIT ServicesReview Source
Freshservice Implementation: Impact, Benefits, and User Experience Highlights
As an IT organisation, we were up against the clock. Our contract for our incumbent ITSM platform was up for renewal, and we did not want to renew something that was not working for us, and would be incredibly expensive to remediate; we needed a solution, fast. The pressures were real: tight budgets, key legacy experts having left, and expectations were ever increasing on what we had to deliver. We had to improve service maturity, cut costs, and keep operations running. On top of that, I had to make the case for change, clearly showing our leadership team why sticking with the old system was too expensive and too limiting to justify. While weighing our options, we met with several vendors. Freshservice stood out immediately. It was modern, easy to set up and manage, and came with a smart licensing model: free for approvers, role-based access for IT and business users, and day passes for infrequent use. It ticked every box, including a major cost saving compared to renewing with our existing provider. Implementation was fast and frictionless. Our delivery partner understood the urgency and adjusted to our pace. We went live quickly, and the benefits showed up just as fast: smoother IT operations and a much improved experience for users and agents alike. Freshservice brought the 'wow' we needed and gave us serious momentum on our ITSM maturity path. - Director of IT ServicesGov't/PS/EdEducationReview Source
Standout product balancing customization and structure
Freshworks has been our ITSM platform for 3 years, and the entire time has been a dream. They have enabled every vision we've had, and given us direction when we were trying to find out the best way forward with ITIL-based practices, without being rigid. The balance of structure along with flexibility is perfect for our higher education environment where we need to be responsive to individuality. - IT Associate1B-10B USDManufacturingReview Source
Dashboard is great would be better with task visibility
The software itself is decent. It's a massive upgrade to the system we've had previously. Many of our requesters and agents agree that the system works much better and has a lot more functionality that helps with their day-to-day role. The vast amount of modules that are available has created a helpdesk that works for many of the departments in our company. Our implementation, unfortunately, wasn't the best. We utilized a partner to help us implement it, but we ended up doing a majority of the implementation ourselves. And during our hypercare phase, they were absent at best. Our team did end up learning a lot during the process, but it was disappointing knowing we had to face our go-live week alone and fix the issues we were facing ourselves. - Systems Support & Development SpecialistGov't/PS/EdEducationReview Source
Freshservice Offers Smooth Rollout; Needs Improvements in Agent Portal and Sandbox
Once our implementation partner had trained us up, being an administrator of this product has been for the most part a breeze. It's quite straightforward to roll-out and we've onboarded new teams from our organisation to use Freshservice as their ticketing system going forwards! - SVP INFORMATION TECHNOLOGY50M-1B USDBankingReview Source
Freshservice Meets Basic ITSM Standards But Lacks Flexibility for Advanced Needs
Freshservice does a great job marketing their solution as checking all of the boxes needed for ITSM, especially if attempting to follow a standard like ITIL. Unfortunately, while they do check most of the boxes at a basic level, after the company starts using their tools in more detail, it becomes clear that there are limitations to every one of the ITSM modules. It feels like Freshservice builds each functionality just well enough for them to market that solution, but not in enough detail or with enough flexibility to use the tool to mature past basic ITSM practices. Support seems to be almost entirely overseas, despite having on-shore CSM resources.