Freshservice Reviews 97

Been a user for over a year now. Great tool, love the orchestration capabilities

Great tool! It's a jack of all trades. Does everything my team wants. Very intuitive UI. We were able to get up and running pretty quickly.

Absolutely dumb. The platform does not have a 'compose' button to initiate a conversation with a customer. Said again, you cannot simply click and text a customer, you cannot START an email with a customer.. you just can't do it. They say it's designed as a 'reply only' platform but if someone calls in and you need to send them an email or a text response, you will have to go into a completely different tab than your freshworks inbox.. you will have to create a customer journey and take about 4 other steps.. just to send a single email. Literally the absolute worst platform we've looked at because of this.

My experience with FreshWorks CRM has been nothing short of disappointing and frustrating. When initially considering their services, we were enticed by their promises of easily creating recurring tickets and seamless integration between FreshWorks and FreshDesk. However, once the sales transaction was completed, it became abundantly clear that these promises were nothing but empty words.

When we encountered problems and reached out to our salesperson for assistance, the experience took a turn for the worse. Instead of receiving the help and support we were promised, we were subjected to a baffling and infuriating run-around that left us no closer to a resolution. It was as if they had no intention of fulfilling their commitments made during the sales process.

What's even more disheartening is that when we pointed out the inadequacy of their proposed solutions and requested a refund, we were met with complete radio silence. Emails and calls went unanswered, and it seemed as though they had no interest in addressing our concerns or rectifying the situation.

This level of customer service and accountability is utterly unacceptable. It's disheartening to see a company that initially presented itself as a reliable solution provider fall so short of their promises and then refuse to take responsibility for their shortcomings. Our experience with FreshWorks CRM has been a nightmare, and we strongly caution others to think twice before engaging with them.

Good luck cancelling your subscription.

No easy way to cancel subscription, we stopped using in January and they are still billing us in May. May need to cancel credit card to stop payment.

Good product, awful customer service.

I mean, literally some of the worst i've ever had. They will close your tickets despite knowing the product is broken, they'll ruin your data exports multiple times (and always at the worst possible times), they just say "we understand" instead of actually trying to fix it.
The account managers are alright but when you have to deal with the support team, you'd be better off speaking to a wall.

Has enabled our org to vastly improve service - while it has some nuances and limitations, it is an overall great experience, with brilliant automation and efficiency tools.

Overall Since Started Using FreshService
There are some things that could be improved. I am an admin but some things I want to do I can't so not sure how that should work. I also do work as an agent and find the formatting does not work correctly. I would also like to see some better way to view history of changes. There are time I believe the original request was changed but can't prove it.

If you had the interface and workflow of Freshdesk, with the added features (asset management) of Freshservice, you'd have a winner.
Freshservice's API is limited (although what's there does work, it's limited and puts way too much work on FS devs to do work your own devs should be able to do), the UI is inconsistent and clunky. But, it's get the job done and the mobile app is very useful.

A very helpful experience that can be useful for all types of users, if we use this knowledge correctly we definitely could improve our business process.

Terrible experience with the TAM assigned to us (Ragu) . We only get 1 response per email a day. Resolutions are mostly incorrect. I have to request for Atul from Devs everytime for our issues to get resolved.

The workflows kept on acting up that results to bad impression to the automations that we're configuring.

Andrew was very disrespectful and rude, he ends the calls while I'm still speaking. I have a recording of the call if you want. If possible can you please assign a different TAM and Manager to us.

The best tool to approach the issues. Glad to use FreshService.

In general I'm quite happy with the functionalities of Freshservice but I would like to see some improvements still to be made that we used to do with freshplugs that were developped for us but we can't use anymore.

We have been working with FreshService for that past 2 years. It has always run smoothly. We never had an outage. Whenever we needed help or guidance, I logged a ticket and someone always replied within a couple of hours and had a solution for us immediately or the at the latest the next day. Up to now, I found analytics a bit complicated and although I constructed widgets, I could not get the detailed reports required for our KPIs. I always export tickets and analyze the metrics manually. I haven't had time to check out the new improvements you brought on end of August but will do so this month. Hopefully analytics are easier to use and i will start using the reports I get from Analytics.

My Best Ticketing System so far. I have been using many ticketing system so far and found FreshService is powerfull. The Automation, The Business Rule, The Analytics Report and multiple Support Portal make it suitable to our business.

Overall, an excellent product. However, is missing obvious features that are in almost every other ITSM product. Reporting is dreadful.

FreshService Tech Supports are always the best.

I love FreshService!

Its UI is a little bit inconsistent, but not a deal breaker. I like how the workflows mostly mirror what we do, and that it's relatively easy to customize workflows that you need to change in some way.

There is some flexibility that I wish it had, but it's workable as it is anyway. I like its structure. Other products I've used have too much flexibility, so I think that FreshService has a good balance between structure and flexibility.

Overall this is a great product; the support I receive is usually spot on, and the agents are helpful, friendly, and responsive.

I do find that some of the work flows contain bits that are repetitive, but with customization, that is easily rendered not an issue.

I believe this is for the recent call we had with Seby around making sure an outdated dispatcher using a API would be fine to retire?

My only real struggle that I have had has been with Support. It has drastically improved the last 6 months I would say but that was my only frustration. I felt like I was getting folks that I knew more about the system than they did and that was frustrating. It would take several conversations back and forth before they would escalate the issue or get someone that understood what I needed. More recently the support has been great!