As the I.T. Manager, I value the reasonable pricing, strong SLA capabilities, detailed reporting, and the transparency into agent-assigned incidents and tickets. What stands out most, however, is that this solution has reduced our incident response time by over 25%.

The setup was straightforward, easy to use, customer support has been reliable, and it's become a tool we rely on daily. While we haven’t yet explored the many integration features, we plan to take full advantage of them in the near future. Review collected by and hosted on G2.com.

There are really no cons to Freshservice that we have found to date. Review collected by and hosted on G2.com.

customer service. fast and friendly. partly proactive customer success. Review collected by and hosted on G2.com.

the platform is a bit tricky to navigate, but it could be also our initial setup. Review collected by and hosted on G2.com.

Simple, cloud based, ticketing system. Straightforward integration, and nicely pulls up user info with tickets. Has a lot of features under the hood as well, and a great amount of customization. Kind of fun to discover new tools like the email commands, and there seems to be a never ending amount of new features added regularly. Review collected by and hosted on G2.com.

Lots and lots of features, some are excellent, some need a little more love to reach efficiency. Reporting is the life's blood of the Service Desk. Some obvious reports aren't there and you'll have to make, which takes a bit of time to master. Also, there should be a refresh timer on the Ticket List screen. Like, be able to set how many seconds before the next refresh. It refreshes, but I want tickets to show up instantly, not 30 seconds from now. Review collected by and hosted on G2.com.

The ability to customize service catalog items Review collected by and hosted on G2.com.

I have not encountered things I dislike about Freshservice. However, ability to customize the system to meet business process is what I am interested in a lot. Review collected by and hosted on G2.com.

Easy to use, it is fast compared to other ITSM apps. Review collected by and hosted on G2.com.

There are uncustomizable features such as the service alerts and other reporting features. Review collected by and hosted on G2.com.

Asset Management, Internal service management with good features like auto ticket routing based in CMDB, ease of RCA identification. Review collected by and hosted on G2.com.

The platform has lot of modules, but streamlining it so that a new user can easily understand is something i feel needs improvment.

Cloud Discoveries with native modules is lacking Review collected by and hosted on G2.com.

There is no code no code environment with generally help or non developer as well to configure all the things without any developer Review collected by and hosted on G2.com.

As compare to other tools in market like service now there are not that match efficiency towards customising the things Review collected by and hosted on G2.com.

I love Automated Flows and Custom Objects Review collected by and hosted on G2.com.

I don't like the project module, as it is very simple compared to Gira Review collected by and hosted on G2.com.

We use it daily here,

it'q quite simple to configure and use

Clear interface that allows simple implementation and integration

Fast response by customer support Review collected by and hosted on G2.com.

If you need complex configuration you will need to get a hold of the API, which carries a bit of learning coding and API management. Review collected by and hosted on G2.com.

With FreshService being cloud based, it has made it easier for users and agents to interact with the helpdesk eliminating the requirement for users to VPN into our internal LAN to access ITSM tools. We have also enabled SSO with FreshService making it much easier to access. Review collected by and hosted on G2.com.

On rare occasions, maybe once or twice a year for brief periods, FreshService may become inaccessible due to issues in the cloud. Review collected by and hosted on G2.com.