Overview
Product Information on Freshservice
What is Freshservice?
Freshservice Pricing
Overall experience with Freshservice
“Freshservice Praised for Usability Despite Ongoing Product and Support Limitations”
“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
Usability for the most part, like I mentioned, a lot of small missed opportunities but overall it is great.
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 development isn't all there. There are simply too many to list. I found myself a super admin of this product and found myself helping others in the forums, and Im surprised by all the small misses that would really further the development of this product. Product releases always cause new bugs that affect us negatively. When I find bugs, FS support reports that it is due to a random issue and sometimes provides an inaccurate response, but it sounds like they dont typically understand our issue. My issues typically eventually get in the hands of a developer, the support team needs to be more technical.
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 IT SERVICES1B-10B USDManufacturingReview Source
Freshservice Praised for Usability Despite Ongoing Product and Support Limitations
Freshservice is amazing and very user friendly and intuitive. There are a few items that I would suggest finishing up, as sometimes it seems that the product is not fully developed. I would say it about 95% of the way there, but there are a lot of tiny nuances. Not a deal breaker and doesn't hurt the score, but some clear missed opportunities. Overall, love this product and I'm an advocate for it and want to see it succeed. Be prepared to spend a lot of time configuring over the promised 8-16 weeks, and if you're a large org, you will spend much more time setting up, regardless of 3rd party support. - 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. - IT SYSTEMS ENGINEER1B-10B USDBankingReview Source
Freshservice Simplifies IT Management With Intuitive Design but Limited Advanced Reporting
Freshservice is a modern, user-friendly, cloud-based solution that has helped us streamline ticketing and change management across our organization. We have enjoyed how easy it is to find things and the modern look of the user interface. Both our administrators and users have praised it for how easy it is to use and the integrations it brings. - 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.