Overview
Product Information on Freshservice
What is Freshservice?
Freshservice Pricing
Overall experience with Freshservice
“Standout product balancing customization and structure”
“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
Intuitive 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!
Read Full ReviewI love the GUI of the dashboard. It makes it very easy to follow the various tickets that I have assigned to me. It makes it very easy to track tickets related to changes we've made in the helpdesk tickets assigned to me from the other groups I am in within the company.
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The 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.
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 tasks. The project tasks and regular tasks are in two different places. We are not able to track our tasks in the dashboard which takes away from the functionality of the dashboard. Also, because the tasks and project tasks seem to be two different modules, I have to go to two separate places to keep track. It makes it very difficult to manage/keep track of any tasks that are assigned to me, or that I've assigned out to others.
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Peer Discussions
Freshservice Reviews and Ratings
- 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. - 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. - IT SERVICEDESK50M-1B USDEnergy and UtilitiesReview Source
Freshservice - Schnelles ITSM mit sehr hohem Standard und guten KI-Funktionen!
Freshservice ist ein super Tool, welches man als Ticketsystem nutzen kann. Das Assetmanagement und die Workflows runden das ganze ab, was es zu einem super nützlichen Tool macht. - DIRECTOR OF IT<50M USDConstructionReview Source
Easy-To-Use Service Desk With Seamless AI
We were looking for a cost effective replacement for the free service we had been using for a number of years. We looked at a a number of different products but Freshservice was head and shoulders above the others. We had a trial of the platform that we had good support from Fresh Service with and it matched all of our criteria we had set out