What do you like best about the product?

EASE TO USE
NUMBER OF FEATURES
EASE OF IMPLEMENTATION

What do you dislike about the product?

UI INTERFACE
REPORTING
INTEGRATION
SUPPORT

What problems is the product solving and how is that benefiting you?

TICKETING , ASSET MANAGEMENT

What do you like best about the product?

Freshservice has a great interface, simple admin section and very user friendly

What do you dislike about the product?

There is very little i can think of that i do not like about using Freshservice.

What problems is the product solving and how is that benefiting you?

It helps us efficiently manage day to day servide desk tasks, enables the IT team to share tasks and follow others they are interested in.

What do you like best about the product?

Customiseable product portal and a refreshing user experience makes this platform stand out from the rest.

What do you dislike about the product?

Tickets displays the new comminication at the bottom of the thread. There is no setting to have the newest communication at the top of the ticket.

What problems is the product solving and how is that benefiting you?

we were able to move our IT and logistics team to the same platform and still keep them seperate. With Freshservice you basically can manage multiple instances using 1 interface which is brilliant.

What do you like best about the product?

The implementaton team was a great help. FreshService was able to work within our processes and procedures flawlessly.

What do you dislike about the product?

Some of the abilities need to be upgraded but they are constantatly improving the product based on customer feedback.

What problems is the product solving and how is that benefiting you?

We are able to effectively and efficiently help our end users.

What do you like best about the product?

The clarity of the design. It is visually pleasent to navigate through tickets. It feels more like a social platform then ITSM. Color coding, activity, properties of the ticket and notes are all greatly distinguished on screen. Other ITSM products I encountered require from user some small amount of mental activity to review content. It might seem like minor inconvinience, but while working with some platform on a daily basis it just adds up during hours and days, leaving me with simple aversion to the tool. Freshservice is completely different on that. Of course, it is also the logic behind the design that makes it so good.

What do you dislike about the product?

Analytics part. It feels like something designed with other objectives in mind. Takes a lot to master and even then sometimes metrics seem to not follow logic applied. It requires checking the source data to understand what the metric and filtering is doing with the data.

What problems is the product solving and how is that benefiting you?

Managing and reviewing incidents. Filtering tickets, finding them, tagging for future reference, escalating, following activity of specific agents - all that is required in my role, Freshservice is greatly helping me.

What do you like best about the product?

As a Senior IT Service Desk Analyst , I have been using Freshservice for over a year and I am very satisfied with its features and performance. Freshservice is a cloud-based service desk and IT service management solution that helps me and my team to handle all the IT support requests from our employees and customers.

Some of the features that I like best about Freshservice are:

Powerful agent help desk capabilities: Freshservice allows me to create, assign, prioritize, and track tickets easily and efficiently. I can also collaborate with other agents and attach notes, files, and screenshots to the tickets. Freshservice also has a smart automation feature that can trigger actions based on certain conditions, such as sending notifications, escalating tickets, or closing tickets. This saves me a lot of time and effort and improves the quality of service.

Asset management: Freshservice helps me to manage all the IT assets in my organization, such as computers, software, printers, routers, etc. I can scan and discover assets automatically, track their location, status, and usage, and assign them to users or groups. I can also monitor the health and performance of the assets and get alerts when there are issues or changes. Freshservice also helps me to manage software licenses and contracts and ensure compliance with policies and regulations.

Granular performance analytics: Freshservice provides me with detailed reports and dashboards that show me the key metrics and trends of my IT service operations. I can see how many tickets are created, resolved, and pending, how long it takes to resolve them, how satisfied the users are, and how well the agents are performing. I can also customize the reports and dashboards to suit my needs and preferences. Freshservice helps me to identify the strengths and weaknesses of my IT service processes and make data-driven decisions to improve them.


Freshservice is a robust and user-friendly IT help desk solution that meets all my IT service management needs. It is easy to set up and use, and it integrates well with other Freshworks products and third-party tools. The pricing is reasonable and flexible, and the customer support is responsive and helpful. I would highly recommend Freshservice to any IT manager who is looking for a reliable and effective IT help desk solution.

What do you dislike about the product?

have been using Freshservice for over a year and I have not encountered any major issues or drawbacks with the product. It has been a reliable and effective IT help desk solution that has helped me and my team to handle all the IT support requests from our employees and customers. I appreciate the constant updates and improvements that Freshworks makes to the product and the customer support team that is always ready to assist me. I have no dislikes about Freshservice and I think it is a great value for money.

What problems is the product solving and how is that benefiting you?

Reducing the workload and stress of the IT agents: Freshservice automates many of the repetitive and tedious tasks that the IT agents have to do, such as creating, assigning, prioritizing, and tracking tickets, sending notifications, escalating issues, and closing tickets. This frees up the IT agents’ time and energy to focus on more complex and important tasks that require human intervention and creativity. Freshservice also provides a collaborative platform for the IT agents to communicate and share information with each other and with the users, which improves the efficiency and quality of the IT service delivery.

Improving the user satisfaction and loyalty: Freshservice provides a user-friendly and intuitive interface for the users to submit and track their IT support requests, as well as access self-service resources such as FAQs, knowledge base articles, and forums. Freshservice also ensures that the users receive timely and accurate responses and solutions to their IT problems, and collects feedback from the users to measure their satisfaction and loyalty. Freshservice helps me to build and maintain a positive and trusting relationship with the users and to increase their retention and advocacy.

Optimizing the IT asset management and utilization: Freshservice helps me to manage and monitor all the IT assets in my organization, such as hardware, software, network devices, etc. Freshservice helps me to keep track of the inventory, location, status, and usage of the IT assets, and to assign them to the users or groups according to their needs and roles. Freshservice also helps me to ensure that the IT assets are functioning properly and securely, and to detect and resolve any issues or changes that may affect their performance or availability. Freshservice helps me to optimize the IT asset management and utilization and to reduce the costs and risks associated with the IT assets.

What do you like best about the product?

It's very easy to use and setup. It has all the features we need.

What do you dislike about the product?

We have nothing g to report currently. Therefore not applicable.

What problems is the product solving and how is that benefiting you?

The user of service catalog forms helps users fill in all the required information in one go. The knowledge base articles we publish help users see solutions before the raise a ticket.

What do you like best about the product?

My favorite things about Freshservice includes: The EASY TO LEARN user interface, the ITIL compliances, the in depth ticketing system that is highly customizable and has a lot of automation. It automates repetitive tasks and workflows. I also enjoy the Asset management tools like hardware, software assets to make it easier to manage inventory and licensing. The easy scalability is a nice perk, as well.

It was extremely easy for us to migrate from Spiceworks to Fresh service. Our customers found a quicker response time from our customer service reps as well.

What do you dislike about the product?

I would like the automation piece to include more processes. I believe its only limited to 6 or 8 steps. 16 would be ideal.

What problems is the product solving and how is that benefiting you?

Freshservice has addressed several crucial challenges for our state agency and has brought several significant benefits to our IT operations since we made the transition from Spiceworks:

Improved Efficiency: Freshservice's user-friendly interface has significantly improved the efficiency of our IT teams. The intuitive design makes it easier for our staff to navigate and use the software effectively, reducing the learning curve and allowing us to focus more on our core responsibilities.

Enhanced ITIL Compliance: Freshservice's adherence to ITIL best practices aligns well with our state agency's commitment to standardizing IT processes. This alignment has helped us ensure better service delivery and maintain a higher level of compliance with industry standards.

Streamlined Ticketing: The robust ticketing system in Freshservice has revolutionized the way we handle IT support requests. It enables us to create, manage, and track support tickets with ease, resulting in quicker issue resolution and better prioritization of tasks.

Automation for Efficiency: Freshservice's automation capabilities have been instrumental in reducing manual effort for repetitive tasks and workflows. This has allowed our IT teams to be more productive and allocate their time and skills more effectively.

Empowered Self-Service: The self-service portal in Freshservice empowers end-users within our state agency to find solutions to common IT issues independently. This has not only reduced the burden on our IT support staff but also improved overall user satisfaction.

What do you like best about the product?

FreshService helps us to manage our workload, increase efficiency, document solutions and measure customer satisifaction, pretty much out of the box, with very little customization.

What do you dislike about the product?

Updates to a ticket by the customer will change the ticket status.

What problems is the product solving and how is that benefiting you?

With Freshservice we can now queue, assign and priortize requests for service from end users. We can collect and measure metrics and make improvements where needed. We have better communication with our end users and we can solicit feedback from our end users.

What do you like best about the product?

There are constant updates for the system, always trying to be on the cutting edge of the newest trends and needs of the growing ITSM world. Graphical interfaces for their modules is great.

What do you dislike about the product?

The price is really high, even for us as an educational institution. There is alot of benefit compared to other helpdesks like SolarWinds or Atlassian, but the cost is really hard to justify at times. I also wish there was a little bit more customization available to the other modules in FreshService

What problems is the product solving and how is that benefiting you?

FreshService localizes and gathers data on our ticket incidents and categories, which allows us an organization to see which teams require more support than others. This also allows us to review statistics like time to completion or response times in general.