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Freshservice pros and cons

Vendor: Freshworks

4.1 out of 5

40 reviews
97% willing to recommend

Pros & Cons summary

Freshservice enables development teams to focus on client needs by efficiently managing requests and leveraging workflow automation and integration capabilities. It enhances productivity with automated triggers and streamlined service handling. Centralized incident management and quick resolution times support IT operations. Customization and broad features suit different company sizes. However, reporting is limited, search functionalities glitch, only one plan per subscription is allowed, and integration with Outlook and Google can improve.

Buyer's Guide

Get pricing advice, tips, use cases and valuable features from real users of this product.

Prominent pros & cons

PROS

Freshservice allows the development team to focus on client requirements by efficiently managing requests and assignments.

It offers valuable workflow automation and simplified integration capabilities, enabling quick implementation and improvement of processes.

Freshservice enhances productivity through automated triggers, effective ticket management, and streamlined service handling, leading to a fast return on investment.

With Freshservice, organizations benefit from centralized incident management, quick resolution times, and reduced workload, greatly aiding in IT operations management.

The platform supports a transition to process-oriented operations, offering comprehensive customization and a broad feature set suitable for various company sizes.

CONS

Reporting and management information are limited, affecting timely incident reporting.

Search functionalities experience glitches, like disappearing search boxes when canceling categories.

Only one plan is allowed per subscription, limiting flexibility in plan assignments for users.

Integration with Microsoft Outlook and Google can be improved.

Freshservice needs consistency across modules and improved technical support.

Freshservice Pros review quotes

Head of IT Services at a financial services firm with 501-1,000 employees

Jan 3, 2016

Due to our previous system being so poor, our ROI was effectively immediate as staff could easily log tickets via email, web, or over phone.

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Sr. IT Business Analyst at a healthcare company with 51-200 employees

Feb 2, 2016

Freshservice was up and running without any expensive project planning, and all that without sacrificing features.

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Presales Engineer at a tech services company with 51-200 employees

Aug 22, 2017

The most valuable aspect of the solution is the user experience.

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Student with 11-50 employees

Feb 15, 2018

It allowed the development team to concentrate on the client’s requirements instead.

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Network Analyst at a real estate/law firm with 1-10 employees

Sep 30, 2020

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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CQ

CIO at Grupo Kasto

Dec 30, 2020

The overall functionality of the product is excellent.

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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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reviewer1034670

Consultant at a tech services company with 51-200 employees

Dec 27, 2021

The portal is straightforward for the end-user, but that's not the best part of Freshservice. Integration is the part that's interesting because it's easy to set up a process. It's extremely simple to integrate. In one week, you can add change management. It's incredible.

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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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reviewer1587621

Infrastructure Management at a financial services firm with 51-200 employees

Aug 3, 2022

The most valuable features of Freshservice are the notifications, customization, and flexibility.

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Freshservice Cons review quotes

Head of IT Services at a financial services firm with 501-1,000 employees

Jan 3, 2016

I'd like to see better reporting on changes and as well as enhancements to the task/time function.

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Sr. IT Business Analyst at a healthcare company with 51-200 employees

Feb 2, 2016

It's still a new product, so there are some areas that are a little frustrating.

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Presales Engineer at a tech services company with 51-200 employees

Aug 22, 2017

We would like to have chat as a support channel in order to enjoy the same benefit of real-time support that Freshdesk has.

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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: March 2026.

884,873 professionals have used our research since 2012.

Student with 11-50 employees

Feb 15, 2018

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

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Network Analyst at a real estate/law firm with 1-10 employees

Sep 30, 2020

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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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 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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reviewer1034670

Consultant at a tech services company with 51-200 employees

Dec 27, 2021

You can't implement a complicated delivery workflow. We don't have the same problems with incident and change workflows. It's only for delivery workflow. They have a mechanism for modifying your incident or change workflow. There's a visual interface for that, so there's no reason not to have the same function for request management.

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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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reviewer1587621

Infrastructure Management at a financial services firm with 51-200 employees

Aug 3, 2022

Freshservice could improve the integration with Microsoft Outlook.

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Show 10 more reviews (out of 38)

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