Freshservice Reviews

“Complete IT management system”

Pros

Right from the start, the platform offers a broad set of features, including IT management, change management and incident management. Having all of these processes handled in one place helps teams work more efficiently and keeps operations much better organized.

Cons

A worthwhile improvement would be stronger AI-powered enhancements and more intelligent automation. With so much functionality packed into the system, locating certain features and moving through the different options can sometimes feel a little challenging.

“Efficient ticket management”

Pros

Handling internal IT tickets with this tool has been a huge help for our teams. We've relied on it heavily and it's really stood out because of its broad feature set, strong automation options and the way it keeps ticket management organized and efficient.

Cons

Platform comes with a lot of features and capabilities which makes it a great choice for growing teams. That said having so many options can make the onboarding process feel a little complicated at times especially when trying to navigate the system and figure out where certain functions are located.

“innovative ITSM solution”

Pros

It keeps improving its core ITSM platform and that ongoing innovation really stands out. It has been especially useful for agents when they need to make sense of long, messy requests and issue descriptions submitted by users. The built-in features especially orchestration and workflows, are a favorite across teams because they're easy to understand and practical to use. It's not just the IT department benefiting from them either, business teams like People & Culture and Payroll rely on those workflows a lot as well. Another feature that gets a lot of appreciation is the ability to restrict agent groups which works particularly well for departments like Finance, Payroll and People & Culture since it keeps their tickets visible only to the approved teams.

Cons

Honestly there's nothing I dislike here. The product has a great roadmap and the team actively includes features that may not be available yet into future plans, then keeps customers informed once those updates are released. I really don't have any complaints about it.

“clear ticketing and organized workflow”

Pros

One of the best things about this software is how well organized and easy it feels. It makes managing IT tickets and requests very clear so items do not get overlooked or lost. The interface is clean, simple to follow and easy for even new users to understand quickly.

Cons

A downside is that some of the more advanced features are locked behind the higher-priced plans. It can also feel somewhat limited when dealing with very complex workflows or the needs of larger companies.

“responsive support....”

Pros

Customer service has been responsive and friendly. The platform includes a broad set of features and services under one license which is refreshing because I'm not constantly being pushed toward extra add-ons. My service team stays involved and regularly brings new ideas and practical solutions that help improve both my organization and how we use the product. The interface is also easy so managing the environment didn't take long to learn. Before this role, I hadn't used it or even heard of it yet I was able to get up to speed quickly and be productive from day one.

Cons

One area that has been challenging for me is building my own dashboards to highlight the data that matters most for my role. I've had some trouble getting the reporting set up exactly the way I want it. Since I usually prefer handling things myself, that part was a little frustrating. That said when I reached out to my account team, they stepped in and helped create what I needed pretty quickly.

“Refresh on help”

Pros

The assistance I received was professional and provided me with the appropriate information.

Cons

I had a rather pleasant experience with the software, and it offers good service.