Freshservice Reviews

My main use case for Freshservice is for IT support, ITSM management, and asset management.
For instance, I use Freshservice for service requests for onboarding and offboarding. We recently automated processes to streamline those requests to make them more secure, error-free, and reduce the admin time for joiner, mover, leaver processes. That went through Sage People to AD, Azure through Freshservice for automating provisioning services.
The main use cases for Freshservice in my organization are for asset management and IT service delivery, IT support management.

Key benefits that we've seen include improved efficiency and productivity thanks to automated workflows and AI triage, which have reduced manual ticket handling and provided faster resolution times, often achieving a 50 to 80% reduction in mean time to resolution. Additionally, the AI knowledge base and Freddy AI have improved mean time to detection, allowing for faster resolution. We also see better end-user experience since self-service and AI-powered chatbots have helped us shift left and deflect 60 to 70% of incoming tickets. The omnichannel support via email, chat, Teams, and Slack has made IT help more accessible. Enhanced visibility and control through the CMDB and asset management provides real-time insight into our infrastructure, hardware, and software, improving device management. Additionally, dashboards and analytics help track SLA compliance and trends. Cost savings are another significant advantage, as operational overhead through automation has reduced the costs per ticket, leading to lower licensing and implementation costs compared to legacy ITSM tools I have used before. Compliance and governance are also beneficial as Freshservice is ITIL 4-aligned, ensuring best practices with built-in audit trails for effective change management.

The best features Freshservice offers are the newest ones, including AI-powered automation and Freddy AI. Usability of Freddy AI agent and copilot enable intelligent auto-triage, draft suggestions, and self-service via Slack and MS Teams, as well as Freddy Insights for surfacing trends, allowing us to evaluate root causes and create knowledge base articles. Freshservice aligns with ITIL 4 for incident, change, problem, and major incident management, making it easy to manage these aspects built into ITIL best practices. The self-service knowledge management features, AI-enhanced portals for end-users, company branding, and Freddy-powered suggestions further enhance usability. The no-code workflow builder is a great feature, allowing drag-and-drop workflow automations to automate things such as approvals, alerts, SLA rules, and ticket routing. Visual setup and sandboxes let us test new functions before pushing them into the live environment. The asset management of Device42 has been a great feature for managing hardware, software, and licenses linked with InTune and Endpoint Manager Defender. The reporting and analytics module is also an amazing, useful feature with custom SLA policies, auto-escalations, and easy-to-use dashboards with templates already available for our utilization. Overall, Freshservice provides cutting-edge AI automation for agents and end-users, effortless no-code workflows and ITIL-aligned operations, robust asset, incident, change, problem, and major incident management backed by the live CMDB, unified service desk with self-service and multi-channel support, and strong analytics reporting features, making it a powerful tool for any IT function.
I would say all three of the features—AI automation, workflow automation builders, and the CMDB—have made the biggest difference for my team. They have improved the service that our support function provides, accuracy, reduction of errors, and reduced admin time, including auto-discovery, tracking, and dependency mapping in a clear-to-use visual. These three particular best features have greatly impacted our IT service delivery.

I always keep up with Freshservice's roadmaps and new features. Freshservice has been very good at listening to feedback and adding those feature requests into their next iterations. I wish they would offer more granular data export options for utilizing in Power BI, along with predictive analytics for capacity planning and SLA breaches to enable more proactive support management and reduce firefighting. While the dashboards are effective, some users find custom reporting limited compared to ServiceNow or Jira. I would also appreciate deeper integrations, especially for niche apps requiring development coding work to enable advanced orchestration. Native integrations for DevOps pipelines such as GitHub Actions and Jenkins, along with stronger API flexibility for complex workflows, would enhance functionality. Although the CMDB and asset management are solid, they do lack advanced dependency mapping compared to other enterprise tools. My wishlist includes automated impact analysis for changes and improved visualization of asset relationships, enabling quicker resolutions from an agent's perspective when alerts come in. I acknowledge that Device42 may enhance this, but it is an extra cost beyond what we already pay. While Freddy AI is excellent for triage and suggestions, some users desire more proactive automation, such as predictive ticket routing based on historical patterns and AI-driven capacity forecasting. Lastly, the pricing tiers might seem rigid for mid-sized teams, so a more granular add-on option for features such as Device42 or pay-per-use for orchestration workflows could be beneficial.

I have been using Freshservice for approximately 9 to 10 years.

Freshservice is stable.

Freshservice's scalability is robust compared to other options, benefitting from cloud-native architecture that supports multi-department ESM, extending beyond IT, and accommodating managed service providers. Flexible licensing, along with automation and AI integration and ecosystems utilizing InTune, Azure, Slack, Teams, and AWS improve this scalability. Additionally, it offers global performance with multi-region data centers to ensure faster responses while adhering to strong security and compliance standards such as GDPR and SOC 2.

I have seen a favorable return on investment resulting from Freshservice. Time savings are evident with MTTR reduced through automation and AI triage by 50 to 80%, which is impressive. The implementation speed was notable as we completed it in 8 to 12 weeks. Additionally, the cost savings reflect licensing costs being 50 to 60% lower than prior solutions. Efficiency is marked by agent productivity improving ticket handling by 20 to 40% due to workflow automation. Self-service adoption has led to a 66% shift-left ticket deflection, reducing workload on service desk and support teams. While there were no reductions in actual staffing, workload has changed allowing us to take on more complex projects. Ultimately, we saw a 77% reduction in average resolution times with a return on investment realized within 6 months.

Negative

I previously used ServiceNow.
I switched from ServiceNow to Freshservice primarily due to cost savings, which amounted to a 50 to 60% lower total cost of ownership. The improved licensing structure, ease of implementation, and user experience were critical factors. Freshservice provides a cleaner and more intuitive UI with a more mobile-friendly design, facilitating use across various devices, making it more accessible for non-technical teams compared to ServiceNow's more complex interface. The implementation of Freddy AI for ticket triage, predictive insights, and self-service deflection has proven beneficial. Although ServiceNow offers AI features, they often require additional modules which add costs, unlike the built-in features Freshservice provides. Flexibility is another aspect where Freshservice shines, being less over-engineered and imposing a lesser cost burden.

My experience with pricing, setup cost, and licensing has been that Freshservice has a subscription-based price structure billed per agent per month. There are significant jumps in costs for additional features such as Device42 for more in-depth asset management within the CMDB. Although I was not present for the setup, I've seen that onboarding and configuration typically range between $5,000 and $10,000 for mid-sized teams, while enterprise deployments tend to be higher for complex integrations. The average time to value for Freshservice setup is about 8 to 12 weeks, which is considerably faster than alternatives such as ServiceNow or Jira, which can take up to 6 to 12 months. Licensing is flexible, and compared to ServiceNow, Freshservice has demonstrated to be 50 to 60% cheaper in total cost of ownership. In terms of ROI and operational savings, we see an average 50% reduction in licensing costs, with 20 to 40% efficiency gains from automation and AI, and a 60% lower total cost of ownership.

Regarding cost savings, switching from previous ITSM tools has led to a 50% reduction in licensing costs, flexibility to scale for different business areas, which included service catalog items, agent productivity has improved ticket handling by 20 to 40% thanks to the automated workflows, and end-user productivity, enabling people to get up and running faster, has improved by 15 to 25% time savings per average interaction. In terms of total cost of ownership, Freshservice licensing over a three-year period is significantly lower, resulting in a $36,000 annual lower total cost of ownership.

Before choosing Freshservice, I evaluated Halo and Zoho Service, which were the two options reviewed at the same time.

The only mention I have is regarding access to tickets for others, but I believe Freshservice changed that feature about a year ago, allowing ticket ownership changes so other team members can pick up tasks in their absence.
My advice for those considering Freshservice is to define your requirements first against what you need to avoid overpaying unnecessarily. Map out the ITSM needs specifically for incident, change, asset management, and determine if you need ITIL 4 alignment or AI automation as a future requirement, including multi-department support through Freshdesk for front of house. Start small and scale fast, begin with core modules first that are essential, and upscale as your team becomes more comfortable. Leverage AI functionality early by enabling Freddy AI for ticket triage and self-service deflection, which can significantly cut ticket volume if configured properly, along with utilizing a wealth of templates they provide. Invest in workflow automation early by utilizing the no-code workflow builder to automate repetitive tasks and approvals where most efficiency gains will occur. Plan your integrations by ensuring compatibility with other tools such as InTune, Azure, Slack, and Teams. Additionally, budget for training. Freshservice University or Academy can be useful, but proper utilization is crucial. Carefully compare pricing tiers since the functionalities sometimes lead to moving to higher tiers. Finally, engage with Freshservice's support, noting their responsive onboarding and technical support teams, and inquire about sandbox environments, although these may incur additional costs. I rate my experience with Freshservice overall as an 8 out of 10.

Hybrid Cloud

Microsoft Azure

I have been using Freshservice for approximately five months through the AWS marketplace. During this time, I have handled incident management, workflow automation, and internal IT requests. I have also explored integrations with AWS services such as CloudWatch and S3 to streamline monitoring and ticket management.

The main use case for Freshservice is managing IT services, requests, and incidents across cloud environments. On a typical day, I use Freshservice to track and resolve internal AWS-related requests, such as EC2 instance access issues or S3 bucket permission changes. I also assign tickets, set SLAs, and use automation rules to route them to the right team members. Integrating Freshservice with AWS CloudWatch allows us to receive alerts directly into the platform, so we can respond quickly to issues without constantly monitoring multiple dashboards.

I find Freshservice automation rules fairly intuitive for basic workflows such as auto-assigning tickets or sending notifications when certain conditions are met. Setting them up is mostly straightforward through the rule builder. When integrating with AWS CloudWatch, it is more technical because you have to set up SNS topics or Lambda triggers to push alerts into Freshservice, which requires some knowledge of AWS services. Once configured, it works reliably and saves a lot of manual effort. The main challenge I encountered was mapping CloudWatch events to the right ticket categories and ensuring alerts do not create duplicate tickets. After fine-tuning the rules and testing different scenarios, the integration became smooth and efficient.

Using Freshservice via the AWS marketplace allows us to leverage AWS security and scalability. All ticket attachments can be stored securely in S3, and we can use CloudWatch for proactive monitoring. The automation of repetitive tasks such as routing tickets or triggering notifications based on AWS events saves the team a lot of manual effort. The combination of Freshservice and AWS helps us maintain high service reliability, streamline IT operations, and quickly respond to issues.

The best features that Freshservice offers include automation because automating repetitive tasks such as ticket assignments and SLA notifications saves a lot of time and reduces human error. Integration is another key feature because the ability to integrate with AWS services such as CloudWatch, S3, or Lambda is a huge advantage. Alerts and events from AWS can directly trigger tickets or updates, making incident management much more efficient. Reports and analytics are also valuable because Freshservice dashboards and reports give much clearer visibility into ticket volumes and team performance, helping with continuous improvement. The Service Catalog, also known as workflow management, has predefined workflows for common IT requests, streamlining approvals and provisioning, especially when managing cloud resources. These features make managing IT operations in an AWS environment much more efficient and reliable.

The reporting and dashboard in Freshservice are really helpful for our team because they give us a clear overview of ticket volumes, SLA compliance, and response times. We can quickly see which types of AWS-related requests, such as EC2 access issues or S3 permission changes, are taking longer to resolve. These insights allow us to identify bottlenecks, adjust workflows, and improve SLA compliance. After noticing recurring delays in AWS resource provision requests, I created automation rules to route these tickets faster, which significantly reduced resolution time. The dashboard also helps when communicating team performance to management by providing visual evidence of how efficiently we are handling IT requests and AWS operations. The analytics helps us work smarter and continuously improve our processes.

Freshservice's self-service portal and knowledge base are very useful because users can resolve simple AWS-related requests on their own, which reduces the number of tickets that reach our team. The combination of automation, integrations, and reporting ties everything together, making our workflow efficient, transparent, and easier to manage. All of these features help us maintain high service reliability and respond to issues much faster.

Freshservice has had a significant positive impact, especially when managing AWS-related IT operations by centralizing incident management and automating repetitive tasks. Our team has become more efficient and responsive. Faster ticket resolution thanks to automation rules and integration with AWS, improved SLA compliance, and dashboards and reporting give visibility into team performance. The Service Catalog and predefined workflows allow us to handle common AWS requests such as EC2 access or S3 permission changes consistently. Freshservice has changed the way our team works by making processes more organized, measurable, and efficient, allowing us to focus on higher value tasks instead of manual ticket handling.

According to my experience, Freshservice works very well, but there are a few areas where improvements would help. The AWS integrations could be deeper; for example, CloudWatch alerts come in correctly, but more native mapping for metrics, log data, and enrichment would make incident handling much faster. The automation workflows are powerful, but the UI can feel limited; once the workflows get complex, it becomes hard to visualize them. A cleaner drag and drop builder or better debugging options would help reduce mistakes. Reporting is useful, but the customization is still restricted, and it would be great to build more detailed reports that combine multiple data sources, especially for cloud-related operations. The mobile experience can feel slow at times; most technicians rely on mobile alerts, so a more responsive app would make a difference. I would also like more flexibility with ticket forms and dynamic fields since we want conditional fields that change based on AWS resource types or alert categories, but that is not always possible. The platform is strong, but deeper cloud integrations, more flexible automation, and better reporting would make it even more effective.

Small details that would improve the platform include alert noise reductions, such as CloudWatch alerts coming in too frequently; Freshservice could offer better built-in correlations or group similar alerts automatically. Faster syncing between AWS resources and Freshservice assets would help keep the CMDB aligned with real cloud changes. Better tagging support, more templates for cloud incidents, and finer control over role permissions are needed. I would like more templates for cloud incidents.

I have been using Freshservice for approximately five months.

Freshservice is stable at the moment. We have not encountered significant downtime or reliability issues. The service runs smoothly most of the time, and performance has been consistent even when ticket volumes and AWS alerts are high.

Freshservice scales very well. As our organization has grown and ticket volume related to AWS resources increased, Freshservice handled the extra load without any performance issues. The automation, reporting, and integration features continue to work smoothly even when demand increased.

Freshservice's customer support is responsive and helpful. When we have questions about configuring AWS-related integrations and automation rules, we reach out via the support portal and get clear answers in a reasonable time. Their documentation is also good, making setup easy without needing frequent support requests. Support is reliable enough for our needs; sometimes, responses take a bit longer when issues are complex, but overall it is adequate.

Positive

Before Freshservice, we used a more basic ticketing tool that did not integrate well with AWS or support advanced automation. We switched to Freshservice because it offered better cloud integrations, automation, reporting, and workflow management, allowing our team to handle AWS-related IT requests more efficiently and reliably.

The pricing is reasonable for the features we needed, and the setup did not require any additional costs on our side since it is a cloud-based service. Licensing is very straightforward and easy to manage; we mainly had to choose the plan that matched our workload, and after that, everything is simple to maintain.

We have seen a tangible return on investment with Freshservice. Time saved is approximately twenty to twenty-five percent, which frees up our engineers to focus on more high-value tasks. Faster resolution means the average ticket resolution time decreased by roughly twenty-five to thirty percent since alerts are automatically converted into tickets and routed to the right team. SLA compliance improved from eighty percent to ninety-five percent, which reduces delays and improves reliability for internal IT requests. We did not need to hire additional staff to handle AWS-related incidents because the current automation and reporting streamline workflows very efficiently. These improvements translate into fast response times, better resource utilization, and reduced operational overhead, which we consider a clear return on investment.

We did not purchase Freshservice through the AWS marketplace. We use it separately from our main AWS billing.

Before choosing Freshservice, we evaluated a few other IT service management tools such as ServiceNow and Jira Service Management. We decided on Freshservice because it offered a good balance of automation, cloud integrations with AWS, reporting capabilities, and ease of use for our team, meeting our needs without being overly complex or costly.

If I have to give advice to others looking into using Freshservice, I would advise taking advantage of Freshservice's automation and cloud integration from the start, especially if you are using AWS. Setting up workflows and alerts early ensures tickets are automatically routed and prioritized. Investing time in reporting dashboards helps identify bottlenecks and improve SLA compliance quickly. Testing and customizing your workflows to match your organization's specific processes is key, as that is where Freshservice really delivers value. Careful planning for your setup will make it much more effective.

Freshservice has been a strong solution for our organization, especially when used with AWS. It has improved efficiency, reduced ticket resolution times, and streamlined our workflows. The main areas for improvement would be deeper AWS integrations, more flexible automation and reporting, and a smoother mobile experience. It is reliable, scalable, and a tool our team depends on daily, and I would recommend it to other organizations looking for a cloud-friendly IT service management platform. I give this product a rating of eight out of ten.

The main use case for Freshservice is customer ticket escalation. We receive queries from users related to requests or incidents, and our primary focus is on problem management. Day-to-day incident and problem management constitute our main responsibilities.

A specific example of how we use Freshservice for incident and problem management involves P1 or P2 alerts. When monitoring our integrated system, a ticket is automatically generated and alerts our team. The engineer serves as the agent. Based on our licensing structure, we have different users for L1 and L2 support levels. L1 performs initial troubleshooting and follows established SLAs and SOPs for analysis. If they cannot resolve the issue within their SLA timeframe, they escalate the ticket to the L2 team. L2 begins triaging the issue based on the information provided by L1 and takes over the troubleshooting process. When L2 identifies and resolves the issue, they close the ticket with resolution steps or a workaround. If they cannot resolve it, they assign it to the L3 team. When engaging L3, we use Freshservice's integration with Azure ADO, which automatically creates a ticket in Azure ADO for the L3 resource to work on. This is the current flow we follow.

For reporting purposes, we have created different reports and dashboards based on the number of use cases. We download reports and tickets based on areas we call Pods. We have created workflows for different columns in the ticketing tool for incident creation. Based on these workflows, we segregate ticket volumes to determine how many incidents are created for each Pod. This is useful for further analysis when we connect with the engineering or development teams to focus on reducing ticket volumes in particular Pods or areas.

Freshservice is stable.

Freshservice can be improved by enhancing Asset Management or CMDB accuracy. A feature that requires fewer manual updates in CMDB would be beneficial. Additionally, more advanced reporting and dashboard options would be helpful. Reporting is good, but more customization options and filters would be very useful. Furthermore, improvements in the visualization part would also be quite beneficial.

The knowledge base can be improved by making it easier to link between known errors or problem records we maintain. This would help us identify reoccurring application issues more quickly and reduce them from the knowledge base.

We have been working with Freshservice for the last six to seven years in previous organizations, and our current organization is also using the same.

The customer support has been good. Initially, we contacted them frequently, but now it is rarely needed. We would rate the support nine out of ten.

Positive

We previously used a different solution, specifically a Microsoft tool. We started with that solution, but the storage price was very high compared to Freshservice. The database storage cost was prohibitively expensive for our organization, which was one of the primary reasons for switching. Furthermore, that solution was not flexible, and the configuration was tricky for our team to train on, especially since we had previously used Freshdesk and found Freshservice to be more convenient and easy to use. Clearly, pricing and usability were the main factors for switching.

We have definitely seen a return on investment based on the use cases we have implemented. We observed improvement in resolution time and first response time. Automation has contributed significantly, resulting in reduced resource counts, which equates to savings in money and time.

We were not heavily involved in the licensing and pricing aspects, but we participated in discussions regarding how many users would be required for the license, as our team would be primarily using this. Although we were not directly involved in the negotiations, the price was very comfortable for our organization to proceed with the migration from Freshdesk to Freshservice. It was one of our suggestions to switch for better features.

Before choosing Freshservice, we evaluated other options, including Zendesk. ServiceNow was also considered, but it is too costly. We had a trial long ago, and overall, our only viable option remained Freshservice.

Our advice for others considering Freshservice is to definitely proceed with it. We have only a customer relationship with this vendor. We have provided all feedback based on our previous and current experiences using this tool. Our last two organizations have used the same tool, which has made our work significantly easier. Our overall review rating is eight out of ten.

Private Cloud

Amazon Web Services (AWS)

In Freshservice, I typically use it for day-to-day tasks.

A quick, specific example of how I use Freshservice in my daily work includes getting some incidents, working on service requests, and handling change requests.

When I receive incidents or change requests, I use Freshservice by logging tickets, assigning them, and tracking progress; once the ticket comes into our queue, I acknowledge the case, work on the case, ensure that the SLA is not affected, and then provide the resolution within three to five working days. For change requests, once the change has been created, I work on it, send it for implementation, and then resolve it by closing the change.

An additional aspect of how I use Freshservice in my workflow involves handling outages, where I receive alerts stating an instance is down. When the instance is offline, I acknowledge the alert and work on that as well, eventually resolving it.

In my experience, the best features Freshservice offers include the ability to create solution documents, which can be saved in Freshservice, allowing us to search for those documents later.

The user-friendly interface of Freshservice helps me and my team day-to-day because once we create any solution document, we circulate it so that if anyone needs it, they can refer to the SOP document and work on their cases effectively, making solution documents very useful for daily operations.

Other helpful features of Freshservice include reducing dependency on support teams, leading to faster resolutions and fewer tickets, along with the service catalog that allows us to raise requests for malfunctions on laptops, access requests, software installations, and password resets. We also engage in problem management to identify root causes from recurring incidents, and we utilize reporting and analytics dashboards to track ticket volume, SLA compliance, agent performance, and resolution times, which are all excellent features available in Freshservice.

Freshservice has positively impacted my organization by enhancing the productivity and efficiency of our team, where each individual agent has benefited. Earlier, we faced challenges, but creating a few dashboards in Freshservice has provided insights into individual performance and aided in SOP creation and storage. Additionally, we can track alert creation for specific instances, seeing whether those alerts are recurring and the basis for triggering them, making this functionality very helpful.

I believe Freshservice can be improved by offering more advanced features and customizability.

In terms of improvements, I suggest enhancing performance for larger networks and addressing workflow automation by implementing additional conditions and options, facilitating easier creation of complex workflows, and improving the mobile experience, as accessing Freshservice on mobile can be challenging.

A better mobile experience is a factor that keeps me from rating it a perfect 10, alongside the need for more features and enhancements.

An area for improvement in Freshservice includes enhanced security, particularly in advanced security monitoring.

The main areas for improvement I mentioned earlier focus on implementing more granular access controls.

I have been using Freshservice for four years.

Freshservice is very stable.

Freshservice can handle growth in users or tickets easily.

Freshservice has scaled well as my team's ticket volume has grown smoothly without challenges.

There was an instance when I reached out to customer support regarding an issue related to the automation workflow of Freshservice, and my experience was satisfactory.

Before Freshservice, I did not use a different solution.

I cannot comment much on the pricing, setup cost, and licensing for Freshservice as it was already preset up in my company.

My company does not have a business relationship with the vendor besides being a customer, as we are a reseller.

We have not observed a return on investment from Freshservice, as we have not seen a reduction in employees needed or any significant savings.

I cannot comment much on the pricing, setup cost, and licensing for Freshservice as it was already preset up in my company.

Prior to choosing Freshservice, I evaluated other options such as ServiceNow and BMC Remedy.

I strongly recommend Freshservice to every support team.

Freshservice has positively impacted my organization by enhancing the productivity and efficiency of our team, where each individual agent has benefited. Earlier, we faced challenges, but creating a few dashboards in Freshservice has provided insights into individual performance and aided in SOP creation and storage. Additionally, we can track alert creation for specific instances, seeing whether those alerts are recurring and the basis for triggering them, making this functionality very helpful. I would rate Freshservice a 9 out of 10.

Public Cloud

Microsoft Azure

Freshservice is used to redirect ticket handling and acknowledge tickets and incidents received. Tickets are redirected with their short description and subject line in Freshservice, which allows for quick identification of ticket types within the dashboard.

The dashboard in Freshservice displays which user has how many tickets and what types of tickets based on priority, urgency, and impact. Incidents are shown according to status type including in progress, pending, open, resolved, and closed states. Additional status types can be added, and add-ons can be configured within Freshservice independently.

Weekly and monthly reports are generated in Freshservice to identify repeated and reoccurring issues and to track the number of issues received weekly. Reports are easily fetched in CSV and Excel formats. Freshservice offers many different types of filters, allowing for specific issue tracking. For example, issues can be filtered by CloudWatch, Prometheus, Grafana, or New Relic to retrieve only the relevant data needed.

During a high-impact event in the project, Freshservice was used to manage numerous Prometheus tickets over a two-month period. To fetch tickets by subject type and service, the export option in Freshservice was used to select Prometheus tickets. The subject line was filtered for Prometheus, and tickets were exported for a specific time period using created date and end date parameters. The report was downloaded in CSV or Excel format, allowing for deep analysis of specific dates and times when tickets were received for troubleshooting and log review purposes.

When facing many issues on the same day, data is fetched in Excel file format. All ticket types and incidents are exported, and specific ticket types such as Grafana alerts can be filtered to track spike counts and similar alert types. Data can be easily exported from a specific date to another date as required, and the Excel file can be searched by subject line or short description as mentioned in Freshservice tickets.

The best features Freshservice offers are the tagging of tickets with categories, subcategories, items, and CI type. Freshservice is preferred over other ITSM tools because it provides an excellent dashboard for ticket counts, displaying how many tickets are in open state, how many tickets are resolved today, and the types of fields for ticket status specifically.

Freshservice has an AI agent that needs improvement for finding knowledge base articles. When issues or incidents are received in Freshservice, new users should be able to receive direct help from the AI agent with knowledge base articles rather than requiring assistance from other employees. When a new user encounters an issue, the AI agent should provide relevant knowledge base articles based on the issue type and short description. The AI agent has already been set up and installed but requires further improvement.

Freshservice has been used for more than five and a half years.

Freshservice is really stable.

Freshservice's scalability is quite good and easy to use with no issues regarding scalability.

When an issue occurred regarding ticket merging in Freshservice, support was obtained through email. The customer support team was very helpful and polite, demonstrating accuracy and understanding of the urgency. An employee had mistakenly merged multiple tickets from different domains into one ticket. The support team guided the resolution process and connected via a bridge call for screen sharing, resolving the issue in a minimal period of time.

Positive

Before Freshservice, ServiceNow was used. The switch to Freshservice occurred when changing organizations, and Freshservice was found to be more attractive compared to ServiceNow. ServiceNow operates slower and is more complicated in creating incidents.

Pricing, setup cost, and licensing of Freshservice are handled by the business analyst or marketing team, so those details are not known. Technical reviews can be provided honestly from a technical perspective.

Other options were not evaluated before choosing Freshservice.

Freshservice saved time, though the impact on employee headcount needs is uncertain.

All features explored in Freshservice have proven to be helpful in reducing workload and ticket redundancy. Others looking into Freshservice should explore all features first, as they will help reduce workloads and redundancy in projects and decrease ticket count through problem management tickets. Ticket categorization features in Freshservice are particularly valuable. This review rates Freshservice as a nine out of ten.

We use Freshservice primarily for IT Service Management, including incident management, service requests, asset management, and change management to support daily IT operations efficiently.

Freshservice is used as our central platform for:

• Managing IT incidents and service requests

• Automating workflows and approvals

• Tracking IT assets and licenses

• Supporting ITIL-aligned change and problem management

• Improving visibility through reporting and analytics 
  It's a great tool that makes our work very easy

  
  

Freshservice has improved our service desk efficiency by streamlining ticket handling, improving response times, and increasing visibility into IT operations.:

• Centralizing incident and service request management

• Reducing response and resolution times through automation and SLAs

• Improving visibility with dashboards and reporting

• Enhancing asset and change management

• Increasing end-user satisfaction via a user-friendly self-service portal

Overall, it has helped standardize processes and improve operational efficiency.

Freshservice’s best features stand out because they combine ease of use with powerful IT service management capabilities that scale well as organizations grow. One of its strongest features is Incident and Service Request Management. The intuitive ticketing system allows teams to log, prioritize, categorize, and resolve issues efficiently, while automation rules, SLAs, and workflows help reduce manual effort and response times. This leads to faster issue resolution and improved end-user satisfaction.

Another key feature is the Self-Service Portal and Knowledge Base. Freshservice enables users to find answers, submit requests, and track their issues without contacting IT directly. A well-structured knowledge base reduces repetitive tickets and empowers users to resolve common problems on their own, freeing IT teams to focus on higher-value tasks. 

Freshservice is a strong IT service management platform, but there are several areas where it could be further improved to deliver even more value. One key area is advanced reporting and analytics. While the current dashboards are useful, more customizable, real-time reports with deeper drill-down capabilities and predictive analytics would help organizations better forecast workloads, identify recurring issues, and make data-driven decisions. 

I have been using Freshservice for about five months.

Freshservice is stable.

The scalability of Freshservice is very great.

The customer support for Freshservice is super great, and I would rate the customer support a 10 out of 10.

I previously used Jira and ManageEngine before switching to Freshservice.

With using Freshservice, only two technicians are needed per one shift, but without Freshservice, for the same company size, we need about four technicians per shift, so it saved money and time.

I do not have any experience with pricing, setup costs, and licensing, as it was assigned to the infrastructure team.

I did not evaluate other options before choosing Freshservice.

My advice for others looking into using Freshservice is that it is a very great tool, as it saves your time, your money, and your team efforts. I would rate this product 9.5 out of 10.

Private Cloud

Microsoft Azure

We are using Freshservice for the IT ticketing system for business users.

We use the ticketing system primarily, which is very easy to use for all users. Freshservice is helpful, especially in incident management. Incident management is very helpful, and the system is straightforward, making it easy to use for our enterprise-level company.

There is a need for improvement in terms of automatic escalation to the next level if an issue is not resolved. It should optimize and allow customization. Additionally, asset management needs improvement.

We have been working with Freshservice for around four years.

Stability is rated as a nine out of ten. Freshservice provides a stable environment for our needs.

Freshservice is easy to use for scalability, and I would rate it as a ten out of ten.

We had a good experience with customer service, receiving a positive response from technical support.

Positive

The competitors we are aware of are ServiceNow and Zoho.

The setup process is very easy to use for all users. Freshservice provides a simple and easy-to-deploy solution.

Our team is very capable of using the tools, and we do not need an outside consultant for implementation.

There are two main competitors - ServiceNow and Zoho.

The overall solution is rated seven out of ten. 

I would recommend Freshservice for small and medium businesses as well as enterprise companies.

Public Cloud

Other

Freshservice is our organization's IT service management solution. We are using it for ITSM. We use Freshservice for incident management, service request management, creating an IT service catalog, automating approval workflows, ticket assignments, and automated responses to users and agents. 

We also have change management and automated workflows for change requests. The asset management module is being used by us extensively.

With Freshservice in place, we have reversed the trend of creating tickets. There is a self-service portal where most users report their issues or raise requests. The ticket gets created, and if it requires approval, it enters the approval workflow automatically and gets assigned to the team after all the approvals have been done. This eliminates the need to chase anybody for approvals.

The most valuable aspects of the solution include incident management, service request management, creating an IT service catalog, automating approval workflows, ticket assignments, automated responses to users and agents, change management, and asset management module, which is extensively used.

Asset management can definitely be improved because it doesn't pick up every single device on the network or every single piece of information. Some manual information still needs to be entered. 

We have also suggested improvements for functionalities such as onboarding and offboarding of employees and creating multiple tickets within a single ticket, which they have said will be considered as feature requests.

We have used the solution for three years.

Freshservice is quite stable as they host it on AWS. We have not had any major downtimes.

We haven't had any issues with scalability. It's a standard ITSM solution, and every user added to our Active Directory is automatically added to Freshservice as there is a sync happening. Those things are supposed to be scalable.

Their technical support could be improved. There have been times where we have been bounced around for simple issues. However, they have improved over the period of two years.

Positive

I have experience with other ITSM solutions such as BMC Remedy, ManageEngine, Microsoft Service Manager, however, those were on-premises solutions.

It's a cloud-based solution, so it's not very complex. Once they create the instance for us, we define the fields, fill in drop-downs for locations, categorizations, etc., specific to our organization. Setting up and configuring the workflows is straightforward.

Freshservice is a subscription-based service. We pay a certain amount annually for the number of users, and as users increase, the cost increases. I'm not aware of how this pricing compares to other cloud-based ITSMs.

Previously used BMC Remedy, ManageEngine, and Microsoft Service Manager.

Freshservice is very user-friendly and easy to customize. I would give it an eight rating out of ten overall. Based on my experience, I can recommend the product.

We use it for our case management solution, knowledge-based repository, and for service delivery case management as well.

I like that a lot of integrations are available with third parties. Another one would be ease of use. It's very handy and very easy to use.

The change management feature of Freshservice is very useful, handy, and easy to adapt to your needs. We use it for all of our change management.

It has an AI add-on called Freddy, and it's really good. It's really pretty good for what it is meant to do. There are improvement areas for it. 

For instance, it has a feature for analyzing similar cases, but you cannot give feedback to let it know which case is indeed similar or which is not. But for what it is meant to do, it does a pretty well job.

There are requirements, not only from our side but from different users worldwide. I work with some community groups worldwide, and we have been placing several requests. 

So, there are a few areas of improvement for this solution, like enhancing reporting for project management, which is also a feature it has, and some others.

We work on a daily basis with Freshservice from Freshworks.

We have been using it for almost four years. Three years on the app.

So far, we have not had any issues with stability. It works pretty well.

The scalability of this solution is very impressive. You can increase the usage, data types, and other stuff. So, it's very handy.

The support is great.

Positive

Other solutions we use include Zoom and HCL Domino. That's our daily use. We, of course, work with Microsoft Office and other stuff, but those are the main ones we work with on a daily basis.

The complexity of the initial setup depends on your needs. It can be complex, but more than complex, it's long. It's a long process. It could be pretty straightforward, but it can be long. 

So, depending on your internal needs, it might turn out to be complex. It took us four months to deploy it, from the very beginning to the end.

It is very resourceful. It has a lot of resources. In order to maintain it, there is a very vibrant and active community that I work with. So that makes maintenance easy. They have several support options for maintaining it. So, it's very simple to maintain. 

I subcontracted a third party, a partner, to implement it.

The return on investment is good. 

We're on the pro model and the pro license. 

It is kinda expensive. There are several licensing options. We don't use the higher license model, which is very, very expensive. So, there are three options, but they are limited, as with many solutions. But the full, complete solution is very pricey.

Overall, I would rate it an eight out of ten. There are a few improvement areas, but it is pretty good. Again, we use it on a daily basis. We love what it does, but there is always room for improvement.

We use the solution primarily for ITSM, but also in the capacity of ESM. It incorporates ITIL elements such as changes, problems, asset management, and ticketing, which is the main concept in use.

The solution facilitates a transition from an organizational structure that is function-based to a process-oriented approach. This improves efficiency in ticket routing and eliminates the need for extensive triage.

The most valuable features include ticket routing, automation in triage, data control, and flat licensing. It allows for customization and offers a broad feature set.

I experienced some delay in response time for non-function critical queries. Moreover, there's limited experience with the CMDB or asset management features.

We implemented the solution approximately four years ago.

I have not had any real experience scaling with this solution.

The customer service is satisfactory, though there might be delays in response for non-critical issues.

Neutral

We compared this solution with others in terms of feature comparison, licensing, and scalability.

The initial setup is very easy, especially if the external components and organizational structure are pre-defined.

The solution offers flat licensing and appears to be cost-effective.

We evaluated Halo and compared it for feature capabilities and customization.

None of my personal information should be published, and my comments should remain anonymous under GDPR regulations.

I'd rate the solution eight out of ten.