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Freshservice pros and cons

Vendor: Freshworks

4.0 out of 5

38 reviews
97% willing to recommend

Pros & Cons summary

Freshservice enhances productivity through automated triggers and workflow automation, offering robust change management capabilities. It is quick to implement and integrates easily, providing efficient ticket management, thus reducing resolution times and boosting ROI. However, reporting limitations and search functionality issues exist. Users face plan flexibility constraints and integration challenges with Microsoft Outlook. Consistency across modules needs improvement, impacting operational efficiency across different applications.

Buyer's Guide

Get pricing advice, tips, use cases and valuable features from real users of this product.

Prominent pros & cons

PROS

Freshservice increases productivity through timely automated triggers and workflow automation.

Freshservice offers valuable change management and workflow capabilities.

Freshservice is quick to implement and easy to integrate into existing systems.

Freshservice provides efficient ticket management and assignment features.

Freshservice significantly reduces resolution times and boosts return on investment.

CONS

Reporting and management information are very limited, affecting realistic and timely reporting on outstanding incidents.

Freshservice search functionality can be improved, particularly when canceling a selected category as it requires page reloading.

Users can only have a single plan per subscription, limiting flexibility in assigning different plans to agents.

There are integration issues with Microsoft Outlook and a need for better integration with other products.

Consistency across different modules is lacking, as different operations are available in some modules but not others.

Freshservice Pros review quotes

Student with 11-50 employees

Feb 15, 2018

It allowed the development team to concentrate on the client’s requirements instead.

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Network Analyst at a real estate/law firm with 1-10 employees

Sep 30, 2020

We find its ability to track what's going on with each request very valuable. We are also able to merge ticket requests and assign them to different groups in the company. We have another department that uses the same system.

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CQ

CIO at Grupo Kasto

Dec 30, 2020

The overall functionality of the product is excellent.

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reviewer1710462

Senior Helpdesk at a non-profit with 51-200 employees

Nov 4, 2021

I do like the workflow automation capabilities, where based upon certain actions, it will automatically go and route tickets to a particular person. It is fairly user-friendly.

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reviewer1034670

Consultant at a tech services company with 51-200 employees

Dec 27, 2021

The portal is straightforward for the end-user, but that's not the best part of Freshservice. Integration is the part that's interesting because it's easy to set up a process. It's extremely simple to integrate. In one week, you can add change management. It's incredible.

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reviewer1086876

Director de Servicios Profesionales at a tech services company with 11-50 employees

Feb 20, 2022

What I have seen in Freshservice is there's no room for customization. Which works as an advantage in some cases and it works as a disadvantage in others. If you are someone that starts managing your IT services, it is a great solution, because there's no way to go out away from the direction of the system. You have to follow the process as it was intended for the designers of a solution because there's no room for customization or configuration.

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reviewer1587621

Infrastructure Management at a financial services firm with 51-200 employees

Aug 3, 2022

The most valuable features of Freshservice are the notifications, customization, and flexibility.

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Mark Freemantle

Head of PMO at University of Utah Hospital

Aug 19, 2022

It has a very easy, flexible model. You can open up a particular module and work on the next. That's what we did. Overall, it provides a simple way of getting your support teams up and running. That was one thing that I thought was quite easy to do.

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reviewer1949496

IT Project Manager at a computer software company with 10,001+ employees

Aug 31, 2022

The solution has been stable.

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Trilochana Gouda

IT manager at a comms service provider with 1,001-5,000 employees

Aug 31, 2022

The most valuable feature of Freshservice is you can assign downloaded tickets and the reports are useful.

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Show 10 more reviews (out of 34)

Freshservice Cons review quotes

Student with 11-50 employees

Feb 15, 2018

The reporting and management information (MI) are very limited, and stopped realistic and timely reporting on outstanding incidents.

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Network Analyst at a real estate/law firm with 1-10 employees

Sep 30, 2020

They can improve the search. While searching the inventory, when I cancel a selected category, the search box disappears, and I have to reload the page. It is a small glitch. Currently, we can have only one plan per subscription. All users have to be on the same plan. We can't have two users for plan A and five users for plan B. It might be good if there was an option to have different plans within one subscription so that you can assign each agent to the corresponding plan.

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CQ

CIO at Grupo Kasto

Dec 30, 2020

The product should look at BCM or ServiceNow and see if there are features that would make nice additions. It would help them stay competitive.

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Free Report: Freshservice Reviews and More

Learn what your peers think about Freshservice. Get advice and tips from experienced pros sharing their opinions. Updated: December 2025.

879,425 professionals have used our research since 2012.

reviewer1710462

Senior Helpdesk at a non-profit with 51-200 employees

Nov 4, 2021

The ability to customize the user interface is a bit lacking, and the reporting is a bit lacking because they're very stringent upon what you can pull reporting-wise within Freshservice. They have a lot of built-in reports that are very nice, but when it comes to customizing these, they just provide you with certain data. When you try to build your own report wizard, you aren't able to go and select some of the data that is shown in some of the reports that come with Freshservice. This is something that we have brought up with our account representative, and we have suggested these as feature updates in the future. We're still waiting on them to go and implement something like that.

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reviewer1034670

Consultant at a tech services company with 51-200 employees

Dec 27, 2021

You can't implement a complicated delivery workflow. We don't have the same problems with incident and change workflows. It's only for delivery workflow. They have a mechanism for modifying your incident or change workflow. There's a visual interface for that, so there's no reason not to have the same function for request management.

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reviewer1086876

Director de Servicios Profesionales at a tech services company with 11-50 employees

Feb 20, 2022

We haven't had any issues with the stability of Freshservice. However, we have had some issues with data imports, we have noticed that large amounts of data can get stuck. This is something that we haven't seen in other solutions.

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reviewer1587621

Infrastructure Management at a financial services firm with 51-200 employees

Aug 3, 2022

Freshservice could improve the integration with Microsoft Outlook.

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Mark Freemantle

Head of PMO at University of Utah Hospital

Aug 19, 2022

On the reporting side, when we were doing reporting, one thing that was a bit of a limitation was when you had a data list containing a list of changes that have occurred for the whole time and you had to fit the list onto a page. If the list went over the page, it would just truncate it at the page. You wouldn't get all your data. So, it didn't work. That was one big stand-out for me. What we tended to do was convert things into a more readable format, and then we had more targeted exception reporting, but it would be nice to have a full list of things that could be automatically generated and that can flow over pages.

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reviewer1949496

IT Project Manager at a computer software company with 10,001+ employees

Aug 31, 2022

The analytics could be better.

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Trilochana Gouda

IT manager at a comms service provider with 1,001-5,000 employees

Aug 31, 2022

Freshservice could improve the delegation and workflow management features.

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Show 10 more reviews (out of 34)

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