Affordability unboxed. Lacks some functionality

Freshservice tools function right out of the box but they do require some level of customization. Most of these changes are simple and easy to implement. but there are some adjustments that the system does not facilitate or are hard to achieve. For instance, while the service catalog permits requesters to ask for an item on behalf of someone else, it also allows users to "impersonate" another requester, which is not advisable. Removing this option was only achievable by delving into the internet and manipulating the Freshservice code, as there is no graphical user interface option to do so

While Freshservice support is friendly and strives to provide solutions, they may not possess sufficient technical expertise or attempt to comprehend the root cause of the issue to propose an alternative or superior resolution.

In my scenario, I have multiple workflows that are intended to run in a specific order. However, due to a timeout issue, only a few of them were executed. Despite examining the activity log, the reason for this failure remained elusive and their support team took approximately two weeks to identify the root cause. Moreover, the suggested solution was to create a single mammoth workflow, which was not a practical option. Eventually, I was able to create a workaround but it was not thanks to their support. Interestingly, their support team initially claimed that this could not be accomplished.