Freshservice Pros and Cons

Freshservice Pros

Cesar Quiroz
CIO at Grupo Kasto
The overall functionality of the product is excellent.
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reviewer848847
Network Analyst at a real estate/law firm with 1-10 employees
We find its ability to track what's going on with each request very valuable. We are also able to merge ticket requests and assign them to different groups in the company. We have another department that uses the same system.
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Freshservice Cons

Cesar Quiroz
CIO at Grupo Kasto
The product should look at BCM or ServiceNow and see if there are features that would make nice additions. It would help them stay competitive.
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reviewer848847
Network Analyst at a real estate/law firm with 1-10 employees
They can improve the search. While searching the inventory, when I cancel a selected category, the search box disappears, and I have to reload the page. It is a small glitch. Currently, we can have only one plan per subscription. All users have to be on the same plan. We can't have two users for plan A and five users for plan B. It might be good if there was an option to have different plans within one subscription so that you can assign each agent to the corresponding plan.
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Find out what your peers are saying about Freshworks, ServiceNow, Atlassian and others in Help Desk Software. Updated: December 2020.
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