Freshservice pros and cons

Vendor: Freshworks

4.0 out of 5

29 reviews
96% willing to recommend

1,387 followers

Freshservice Pros review quotes

BW

reviewer1960482

Business Systems Analyst at a transportation company with 5,001-10,000 employees

Sep 14, 2022

Its ease of use is fantastic. It is just above and beyond, especially when you compare it to something like Cherwell, Salesforce, or anything like that. It is on its own level. It is so easy to administer. The way everything is organized and the way it builds its own documentation is very good.

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EM

Emmanuel Manios

Lead Enterprise Support Technician at a retailer with 1,001-5,000 employees

Sep 7, 2022

Depending on the size of your organization, is pretty standard and useful.

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Mark Freemantle

Head of PMO at University of Utah Hospital

Aug 19, 2022

It has a very easy, flexible model. You can open up a particular module and work on the next. That's what we did. Overall, it provides a simple way of getting your support teams up and running. That was one thing that I thought was quite easy to do.

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BJ

reviewer1710462

Senior Helpdesk at a non-profit with 51-200 employees

Nov 4, 2021

I do like the workflow automation capabilities, where based upon certain actions, it will automatically go and route tickets to a particular person. It is fairly user-friendly.

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Director and Owner at Innovo Limited

Sep 29, 2022

The most valuable feature is the sandbox, which allows me to test new configurations, automations, and workflows before taking them live on the production system.

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Head of Production Technology at ITV

Sep 20, 2022

Ability to scan barcodes and a great search feature.

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Principal Consultant at Advc8 Consulting

Sep 12, 2022

We really like the Freshchat widget that allows people to engage with our FAQs on any kind of webpage or web property.

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JV

reviewer1086876

Director de Servicios Profesionales at a tech services company with 11-50 employees

Feb 20, 2022

What I have seen in Freshservice is there's no room for customization. Which works as an advantage in some cases and it works as a disadvantage in others. If you are someone that starts managing your IT services, it is a great solution, because there's no way to go out away from the direction of the system. You have to follow the process as it was intended for the designers of a solution because there's no room for customization or configuration.

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CQ

CIO at Grupo Kasto

Dec 30, 2020

The overall functionality of the product is excellent.

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Senior IT Service Delivery Specialist at Toshiba elaraby egypt

Sep 6, 2022

It has reduced the time to look up who is responsible for a service, and it has reduced the time to finalize a service request because it now goes directly to the person who is responsible for the service in that location. So, a service request is handled quickly and directly by the person responsible for it.

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Freshservice Cons review quotes

BW

reviewer1960482

Business Systems Analyst at a transportation company with 5,001-10,000 employees

Sep 14, 2022

Some of the ways that tasks are reported on and shown can be better. You can't see tasks in your regular ticket list view. You can't see a combo view of tasks and tickets. It is a little bit difficult to get a solid overview of your list of things to do. You can only see them in separate views, instead of one single view.

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EM

Emmanuel Manios

Lead Enterprise Support Technician at a retailer with 1,001-5,000 employees

Sep 7, 2022

The round robin ticketing feature that they have is not ideal.

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Mark Freemantle

Head of PMO at University of Utah Hospital

Aug 19, 2022

On the reporting side, when we were doing reporting, one thing that was a bit of a limitation was when you had a data list containing a list of changes that have occurred for the whole time and you had to fit the list onto a page. If the list went over the page, it would just truncate it at the page. You wouldn't get all your data. So, it didn't work. That was one big stand-out for me. What we tended to do was convert things into a more readable format, and then we had more targeted exception reporting, but it would be nice to have a full list of things that could be automatically generated and that can flow over pages.

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Free Report: Freshservice Reviews and More

Learn what your peers think about Freshservice. Get advice and tips from experienced pros sharing their opinions. Updated: April 2024.

768,740 professionals have used our research since 2012.

BJ

reviewer1710462

Senior Helpdesk at a non-profit with 51-200 employees

Nov 4, 2021

The ability to customize the user interface is a bit lacking, and the reporting is a bit lacking because they're very stringent upon what you can pull reporting-wise within Freshservice. They have a lot of built-in reports that are very nice, but when it comes to customizing these, they just provide you with certain data. When you try to build your own report wizard, you aren't able to go and select some of the data that is shown in some of the reports that come with Freshservice. This is something that we have brought up with our account representative, and we have suggested these as feature updates in the future. We're still waiting on them to go and implement something like that.

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Director and Owner at Innovo Limited

Sep 29, 2022

The most significant area for improvement is consistency across the different modules, as they are inconsistent. It makes me think the modules have different development teams with no consistent approach. From an end-user perspective, I can do certain operations in one module, such as instant management, but not in problem management, for example, and I don't see why that should be the case. It would be good to see more consistency in the development process.

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Head of Production Technology at ITV

Sep 20, 2022

Not integrated with Google.

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Principal Consultant at Advc8 Consulting

Sep 12, 2022

Their analytics need improvement.

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JV

reviewer1086876

Director de Servicios Profesionales at a tech services company with 11-50 employees

Feb 20, 2022

We haven't had any issues with the stability of Freshservice. However, we have had some issues with data imports, we have noticed that large amounts of data can get stuck. This is something that we haven't seen in other solutions.

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CQ

CIO at Grupo Kasto

Dec 30, 2020

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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Senior IT Service Delivery Specialist at Toshiba elaraby egypt

Sep 6, 2022

There are some limitations in reporting. For example, I would like to have a report of conversations or replies.

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