Freshservice Reviews

3.0 out of 5 stars
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5703044b e042 4146 ae86 a615d3f97a99 avatar
Presales Engineer at a tech services company with 51-200 employees
Feb 22 2017

What is most valuable?

The most valuable aspect of the solution is the user experience. Indeed, it's pretty simple to use, mobile-friendly, and nicer than many helpdesk solutions. Moreover, agents and requesters can use the Freshservice iOS/Android app to interact... more»

How has it helped my organization?

It's allowed us to have a better management of our processes, including new-employee hires, device management, and equipment loan to customers and prospects.

What needs improvement?

We would like to have chat as a support channel in order to enjoy the same benefit of real-time support that Freshdesk has.
Anonymous avatar x80
Student with 11-50 employees
Feb 27 2018

What do you think of Freshservice?

Primary Use Case To provide incident management for external customers and change management services for SaaS implementation. • Improvements to My Organization The tool is an easy, off-the-shelf product which allowed us to decommission our in-house system. It allowed the development team to concentrate on the client’s requirements instead.  • Valuable Features The key feature was the incident management. It recorded and supported most of the client's details. • Room for Improvement The reporting and management information (MI) are very limited, and stopped realistic and timely reporting on outstanding incidents. • Use of Solution One to three years.


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What is Freshservice?

Freshservice is a cloud-based service desk and IT service management (ITSM) solution that currently serves more than 13000 SMB, mid-market, and enterprise customers worldwide. Freshservice is designed using ITIL best practice to help IT organizations focus on what’s most important – exceptional service delivery and customer satisfaction. Freshservice is part of the Freshworks product family, whose products include Freshdesk Customer Support Software, Freshsales CRM Software etc. – with more than 100000 customers worldwide, including Cisco, Honda, 3M, The Atlantic, and QuizUp.

Freshservice customers

Sinclair Broadcast Group

Western Carriers

Judson University

Golf Canada




Ready Auto Transport

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