Freshservice Review
Updated September 15, 2025
Freshservice Review
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with Freshservice
Our company uses Freshservice mainly for IT support and service management. We’ve also integrated it with GoToConnect and other telephony, which makes a big difference in how our agents handle calls and tickets. We use Freshservice to integrate with GoToConnect, allowing our support agents to, See caller details instantly when a call comes in.
Access previous tickets and contact history without switching tabs.
Create new tickets, contacts, or notes directly during a call.
Log call recordings and notes in one place for future reference. This integration helps our agents work faster and more efficiently, and also helps other teams and organizations by, Improving response times, since agents have all the info they need right away.
Reducing manual work, everything from call details to ticket creation is streamlined.
Keeping communication organized, all interactions are stored neatly in Freshservice.
Access previous tickets and contact history without switching tabs.
Create new tickets, contacts, or notes directly during a call.
Log call recordings and notes in one place for future reference. This integration helps our agents work faster and more efficiently, and also helps other teams and organizations by, Improving response times, since agents have all the info they need right away.
Reducing manual work, everything from call details to ticket creation is streamlined.
Keeping communication organized, all interactions are stored neatly in Freshservice.
Pros
- Freshservice makes it easy to create, assign, track, and resolve support tickets.
- Freshservice lets you track all hardware and software assets used in your organization.
- Freshservice uses Freddy AI to suggest solutions, auto-categorize tickets, and help agents respond faster.
Cons
- In large organizations or with complex workflows, Freshservice can occasionally be slow to load, especially the analytics dashboard or ticket list views.
- With automated ticket routing, and ticket grouping, agents resolve issues faster. Average resolution time dropped from 2.8 days to 1.8 days, especially for common issues like password resets and other common issues which have fixed solutions.
Do you think Freshservice delivers good value for the price?
Yes
Are you happy with Freshservice's feature set?
Yes
Did Freshservice live up to sales and marketing promises?
Yes
Did implementation of Freshservice go as expected?
Yes
Would you buy Freshservice again?
Yes
Freshservice Feature Ratings
Using Freshservice
7 - We work in IT and development, and we build integrations between Freshservice and other applications
- Connecting Freshservice with other applications.
- Syncing data between systems to avoid manual work.
- Making IT support and service management more efficient.
- Built custom integrations with other business apps to streamline workflows.
- Automated repetitive tasks and data sync between systems.
- extended Freshservice beyond IT to support other departments’ requests.
- Expanding integrations to connect with more third-party applications.
- Using Freshservice for HR, finance, and other internal service requests.
Evaluating Freshservice and Competitors
- Integration with Other Systems
Wont change the process
Freshservice Support
| Pros | Cons |
|---|---|
Quick Resolution Knowledgeable team Kept well informed Immediate help available Support cares about my success | Poor followup Problems left unsolved Escalation required Need to explain problems multiple times Slow Initial Response |
Yes, there was a time when we faced an issue with one of our integrations. The Freshworks support team responded quickly, understood the technical details, and guided us through the solution step by step. They even followed up afterward to make sure everything was running smoothly. That level of support really stood out to us.
Comments
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