Freshservice Reviews

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Rodolphe Malaguti
Presales Engineer at a tech services company with 51-200 employees
Aug 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… 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.

What other advice do I have?

Depending on the size of the project (number of licenses and countries), you should contact a local partner to help you deploy the solution.

Which other solutions did I evaluate?

We chose Freshservice for its nice interface and its ease of deployment.
Timothy Ellis
Student with 11-50 employees
Feb 27 2018

What do you think of Freshservice?

What is our primary use case?

To provide incident management for external customers and change management services for SaaS implementation.

How has it helped 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. 

What is most valuable?

The key feature was the incident management. It recorded and supported most of the client's details.

What needs improvement?

The reporting and management information (MI) are very limited, and stopped realistic and timely reporting on outstanding incidents.

For how long have I used the solution?

One to three years.


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What is Freshservice?

Freshservice is a Cloud-based IT 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, Freshchat Customer Messaging Software etc. - with more than 150000 customers worldwide, including Cisco, Honda, 3M, The Atlantic, and QuizUp.

Freshservice customers

Sinclair Broadcast Group, Western Carriers, Judson University, Golf Canada, Travix, Proxama, Paymentez, Ready Auto Transport

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