Freshworks Reviews

“I’ve had a terrible experience

Pros

We were able to store forums for internal/customer use.

Cons

I’ve had a terrible experience with Freshdesk (Freshworks). We downgraded our subscription to four agents, and I received multiple emails from them confirming this change, including one that said: “This is to remind you that your subscription for corecommissions.freshdesk.com will be modified in the next 72 hours.” Despite that, they continued to charge us for 19 licenses. I've sent over a dozen emails trying to get this corrected, and still no resolution. When they finally scheduled a support call (at a time they selected and sent the invite for) no one showed up. Not even a courtesy email to reschedule. Just silence. The issue is simple, well-documented, and should have been fixed weeks ago. Their customer service is unreliable and unhelpful. Avoid this platform if you value your time and money.

“My IT team runs smoother, thanks to Freshservice

Pros

Super easy to start with. It was easy to implement and quick to adapt to.

Cons

Monthly subscription could be more affordable for indivdual use.

“A strong and reliable tool from Freshworks

Pros

The Freshworks platform has been a welcome change and honestly refreshing to use.

Cons

There is so much in the platform, we haven't even been able to use it all yet.

“Super efficient for managing assets and service

Pros

As a growing business working fully remote, we know how important it is to have a modern, reliable and efficient IT service tool. We looked at a few options, maybe 2 or 3 and ended up going with Freshservice. It's honestly changed the way we handle IT, manage assets and support both our team and customers. It's really helped us become more efficient across the board.

Cons

Reporting feels a little clunky but it gives us what we need for now. We're still just getting into that part of it.

“Gets the job done with no fuss

Pros

It can support multiple clients using MSP mode, which is a big plus.

Cons

We lose Departments when switching to MSP mode, which is a bit frustrating.

“Great tool for managing IT issues

Pros

I like how customizable it is and that it brings everything into one place. Their API documentation is also really helpful.

Cons

The documentation for expressions in the Workflow Automator could really use some improvement.

“Made IT support way more efficient

Pros

Freshservice is simple to use and helps our IT team manage tickets easily. The interface is clean, workflows are easy to set up and the automation saves us time. The mobile app is great too.

Cons

Sometimes, the reporting features feel limited. Customizing reports isn't as easy as it could be. Also, the pricing adds up when you need more features or users.

“Brought order and speed to how we do IT support

Pros

It's made a big difference for us. Freshservice gave our global IT team one place to handle tickets, requests and changes with a clean layout and smooth workflows. Since we started using it, resolution times have dropped by about 35% and productivity's gone up by 25%. The service catalog, automation and Microsoft 365 integration have made things easier for both the IT team and our users.

Cons

Reporting could be more flexible creating custom dashboards for our needs takes effort. And for our China users, there are occasional performance issues. But overall, the platform is solid, just a few things to improve.

“Best where it truly matters

Pros

The UI/UX is great. Both agents and users find it easy and flexible. We quickly added customizations and connected it with Entra and Intune. If I have questions, support replies fast. Our IT team keeps it open all day.

Cons

The asset management side could use more visual UI elements like other tools have. Also, the AI agent often misunderstands requests and creates tickets that are way off from what users actually want.