All Freshservice Reviews
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Freshservice Reviews
Reviews Summary
Overall Rating
4.5Ratings Breakdown
5
4
3
2
1
Secondary Ratings
Ease-of-use
4.6
Customer Support
4.6
Value for money
4.4
Functionality
4.3
Pros
"It provides a solid IT service management platform that helps streamline ticket handling, automate repetitive tasks, and improve service delivery. While there are some limitations in customization and integrations, it is still a reliable and efficient tool for managing IT support and service requests."
"The most impressive aspect of Freshservice is its ability to combine enterprise-grade IT service management with simplicity—offering automation, AI-powered assistance, and a clean interface that reduces complexity while improving efficiency."
"It has enabled us to standardize processes, automate repetitive work, and scale support across multiple departments with a lean team. While there is a learning curve for advanced features, the overall value and stability of the platform have exceeded expectations."
Cons
"The least appealing aspect of Freshservice is that many of its advanced AI-powered features (like Freddy AI automation) are locked behind higher-tier enterprise plans, making them inaccessible to smaller organizations."
"I miss certain features in the product, like ability to remove default status fields, and the ability to change the lay-out further than the default."
"We found it a little expensive, and it turned it was the fact that we were not using some of the included features in our license tier, so we are updating the plan in our next renewal."
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