Freshservice Valuable Features

Name: Freshservice
Brand: Freshworks
Rating: 4.1 (40 reviews)

Raja Farrar

IT Service Delivery Manager at Symposiam

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. View full review »

reviewer2782932

Security Engineer (SOC) at a tech services company with 51-200 employees

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.

Freshservice Reviews

Freshservice Valuable Features