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.
Security Engineer (SOC) at a tech services company with 51-200 employees
Real User
Top 20
Nov 27, 2025
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.
IT Technician at a retailer with 1,001-5,000 employees
Real User
Top 20
Nov 11, 2024
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.
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.
General Manager - Head of IT and Security at Centratama Group
Real User
Top 5
May 30, 2024
There are different tiers or plans for product selection, so we can simply choose from a list of suitable products. This way, we avoid bundling features we do not necessarily need and do not have to pay for features we will not use. Freshservice is feasible to implement. A third-party consultant is not necessarily required. The customer service is also quite intuitive and easy to set up. Upon onboarding, the team's productivity increases within three months. Overall, I rate the solution a nine out of ten.
My advice is for users to clearly understand their requirements before making a purchase, as Freshservice has numerous features, and buying unnecessary ones can be akin to wanting a Ferrari when a regular car would suffice. It's essential to know what is truly needed, given the extensive offerings of Freshservice. As for my overall rating, I'd give it a nine out of ten.
The solution is very easy to maintain. Freshservice is a tool you can choose if you want a product with an easy setup phase. I rate the overall product an eight out of ten.
I'm managing the solution. We bought it, and I am with the team that has helped configure it and manage it as an admin. I'm working with the latest version of the solution. I'd advise potential new users to just learn the tool, and day by day, they will become more comfortable with it. I'd rate the solution nine out of ten.
Business Systems Analyst at a transportation company with 5,001-10,000 employees
Real User
Sep 14, 2022
I would advise bringing somebody in who knows the product, at least as a part-time consultant. That's because a lot of times, they'll sell it as like, "Oh yeah, sure, just have your director of operations set it up." In some of the instances where I've done consulting work. it didn't work the way it should because one step was missed. It is very fixable, but that's also why it was not working. If you don't have someone who can dedicate time to learning how the workflows work and how to make things talk to each other within it, it can be frustrating. I would rate it an eight out of ten. It is so much better by leaps and bounds than everything else that I've worked with.
I don't know what version we are using, however, in terms of what modules we're using, we're using Freshservice and Freshchat. Like anything, the tool doesn't fix your service issues. It can help, however, you got to have the right philosophical mindset and your process fundamentals in place because the tool isn't always your silver bullet. In terms of your process and your philosophy, I find doing an implementation like Fresh should get you in that mindset. The other piece of advice I would give people contemplating this is, for example, where I love dashboards and data, and Fresh doesn't do the best job in this space. It's not implementation and done. There's always fine-tuning required, and there's always room for improvement. That's where it's important to look at your data, look at your utilization, and always go back and challenge some of your concepts once it's implemented. I'd rate the solution eight out of ten.
Senior IT Service Delivery Specialist at Toshiba elaraby egypt
Real User
Sep 6, 2022
You have to check all documentation and change logs because this is the core of the upgrade and enhancement in your service desk. That helped to improve my help desk and my services desk teams. I would rate it a nine out of ten.
Infrastructure Architect -Application Dynamics at Kyndryl
Real User
Sep 2, 2022
I was a customer and end-user. It's a SaaS product. The product is continuously evolving and growing, although I'm not sure how well it would benefit an enterprise-level organization. However, in general, it's good. It's a really agile platform. We cater to small and medium-sized clients, and this solution is perfect for us. I'd rate the solution eight out of ten.
I would recommend it if you're looking for a really quick way of getting your help desk up and running with a ticketing system and some pretty cool automation with emails, notifications, etc. It is easy to set up and maintain, and it is reasonably priced for what it is. I would rate it a seven out of ten. It is a solid product. It doesn't do everything that ServiceNow does, which is my only comparison point, but it definitely has good features for the price.
Director de Servicios Profesionales at a tech services company with 11-50 employees
Real User
Feb 20, 2022
Rating this Freshservice out of ten is complicated because the benefits of the solution depend on the segment of the market you're working on. For the enterprise segment, I would rate Freshservice a seven out of ten but for a smaller segment, I would rate Freshservice a nine out of ten. It depends on the segment that you're working on. On an overall general rating, I rate Freshservice an eight out of ten.
Consultant at a tech services company with 51-200 employees
Real User
Dec 27, 2021
I rate Freshservice eight out of 10. I have some advice, but it's not specific to Freshservice. You need to address some issues before starting any big project, like the portal service catalog. It's true for all the products, including ServiceNow, Micro Focus, and the others.
Senior Helpdesk at a non-profit with 51-200 employees
Real User
Nov 4, 2021
It is a good solution for the price point. Just don't expect it to be the greatest IT ticketing service that you've ever utilized because customization is lacking and support could be improved, but for user-friendliness, it is pretty good. It has a user-friendly interface. I would rate it an eight out of 10 because the price is great and user-friendliness is great. They could improve on how customizable it is, but I do understand that it comes with a lower price.
We're just customers and end-users. I'm not sure of which version of the solution we are using. They recently changed the names of their services. While we were previously using what I believe was called Enterprise, which is now called Pro. We may continue to use, not just this solution, but other Freshworks options in the future. We've recently asked the company to put together webinars for our company to learn more about their offerings. I'd recommend this solution. In fact, I already have - to other CIOs. The pricing is very straightforward, and the solution is easy to use. It's not overly technical. Overall, I would rate the solution at an eight out of ten.
Network Analyst at a real estate/law firm with 1-10 employees
Real User
Sep 30, 2020
Create a plan and know in advance the ticket types and the categories that you want. Plan the subitems and the hierarchy structures for these identified categories. After you've set it up, if you want to make changes, you would require some kind of workaround to translate one category to another. That's why it is important to make sure that everything is set correctly in the beginning. Apart from that, it's fine. They also keep on improving the product. I had provided them some feedback in the past, which they have already implemented. I would rate Freshservice a nine out of ten.
Freshservice is an intelligent, cloud-native service management solution. It provides efficiency and agility through AI to create a contextual and intelligent experience. The solution also empowers employees to work whenever and wherever they need to work. Freshservice powers integrations and workflows at the enterprise scale, building upon an open platform and marketplace with connectors and APIs that you can extend and customize.
Freshservice Features
Freshservice has many valuable key...
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.
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 overall solution is rated seven out of ten. I would recommend Freshservice for small and medium businesses as well as enterprise companies.
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.
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.
There are different tiers or plans for product selection, so we can simply choose from a list of suitable products. This way, we avoid bundling features we do not necessarily need and do not have to pay for features we will not use. Freshservice is feasible to implement. A third-party consultant is not necessarily required. The customer service is also quite intuitive and easy to set up. Upon onboarding, the team's productivity increases within three months. Overall, I rate the solution a nine out of ten.
My advice is for users to clearly understand their requirements before making a purchase, as Freshservice has numerous features, and buying unnecessary ones can be akin to wanting a Ferrari when a regular car would suffice. It's essential to know what is truly needed, given the extensive offerings of Freshservice. As for my overall rating, I'd give it a nine out of ten.
I recommend the solution. I rate the overall solution an eight out of ten.
The solution is very easy to maintain. Freshservice is a tool you can choose if you want a product with an easy setup phase. I rate the overall product an eight out of ten.
I'm managing the solution. We bought it, and I am with the team that has helped configure it and manage it as an admin. I'm working with the latest version of the solution. I'd advise potential new users to just learn the tool, and day by day, they will become more comfortable with it. I'd rate the solution nine out of ten.
I would give Freshservice a rating of eight out of ten.
I would advise bringing somebody in who knows the product, at least as a part-time consultant. That's because a lot of times, they'll sell it as like, "Oh yeah, sure, just have your director of operations set it up." In some of the instances where I've done consulting work. it didn't work the way it should because one step was missed. It is very fixable, but that's also why it was not working. If you don't have someone who can dedicate time to learning how the workflows work and how to make things talk to each other within it, it can be frustrating. I would rate it an eight out of ten. It is so much better by leaps and bounds than everything else that I've worked with.
I don't know what version we are using, however, in terms of what modules we're using, we're using Freshservice and Freshchat. Like anything, the tool doesn't fix your service issues. It can help, however, you got to have the right philosophical mindset and your process fundamentals in place because the tool isn't always your silver bullet. In terms of your process and your philosophy, I find doing an implementation like Fresh should get you in that mindset. The other piece of advice I would give people contemplating this is, for example, where I love dashboards and data, and Fresh doesn't do the best job in this space. It's not implementation and done. There's always fine-tuning required, and there's always room for improvement. That's where it's important to look at your data, look at your utilization, and always go back and challenge some of your concepts once it's implemented. I'd rate the solution eight out of ten.
You have to check all documentation and change logs because this is the core of the upgrade and enhancement in your service desk. That helped to improve my help desk and my services desk teams. I would rate it a nine out of ten.
I was a customer and end-user. It's a SaaS product. The product is continuously evolving and growing, although I'm not sure how well it would benefit an enterprise-level organization. However, in general, it's good. It's a really agile platform. We cater to small and medium-sized clients, and this solution is perfect for us. I'd rate the solution eight out of ten.
We are a customer and end-user. I'm not sure which exact version umber of the solution we're on. I would rate the solution seven out of ten.
I would recommend it if you're looking for a really quick way of getting your help desk up and running with a ticketing system and some pretty cool automation with emails, notifications, etc. It is easy to set up and maintain, and it is reasonably priced for what it is. I would rate it a seven out of ten. It is a solid product. It doesn't do everything that ServiceNow does, which is my only comparison point, but it definitely has good features for the price.
I rate Freshservice an eight out of ten.
Rating this Freshservice out of ten is complicated because the benefits of the solution depend on the segment of the market you're working on. For the enterprise segment, I would rate Freshservice a seven out of ten but for a smaller segment, I would rate Freshservice a nine out of ten. It depends on the segment that you're working on. On an overall general rating, I rate Freshservice an eight out of ten.
I rate Freshservice eight out of 10. I have some advice, but it's not specific to Freshservice. You need to address some issues before starting any big project, like the portal service catalog. It's true for all the products, including ServiceNow, Micro Focus, and the others.
It is a good solution for the price point. Just don't expect it to be the greatest IT ticketing service that you've ever utilized because customization is lacking and support could be improved, but for user-friendliness, it is pretty good. It has a user-friendly interface. I would rate it an eight out of 10 because the price is great and user-friendliness is great. They could improve on how customizable it is, but I do understand that it comes with a lower price.
We're just customers and end-users. I'm not sure of which version of the solution we are using. They recently changed the names of their services. While we were previously using what I believe was called Enterprise, which is now called Pro. We may continue to use, not just this solution, but other Freshworks options in the future. We've recently asked the company to put together webinars for our company to learn more about their offerings. I'd recommend this solution. In fact, I already have - to other CIOs. The pricing is very straightforward, and the solution is easy to use. It's not overly technical. Overall, I would rate the solution at an eight out of ten.
Create a plan and know in advance the ticket types and the categories that you want. Plan the subitems and the hierarchy structures for these identified categories. After you've set it up, if you want to make changes, you would require some kind of workaround to translate one category to another. That's why it is important to make sure that everything is set correctly in the beginning. Apart from that, it's fine. They also keep on improving the product. I had provided them some feedback in the past, which they have already implemented. I would rate Freshservice a nine out of ten.