Works, could be better 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.

Great potential, but buggy and with horrible support We have been using Freshservice for the last 2 years. While the product has many options and integrations, it is one of the buggiest tools I have used. We had several issues with the product; Either an integration is not working or tickets not being created during onboarding workflow, etc. Dealing with Fresh's support is another problem. We have created several tickets re. these issues and the reply was either 'test it again', 'we cannot find anything in the logs', or 'there is nothing we can do'. For an enterprise ITSM solution I find these answer unacceptable. I believe the tool has many possibilities but the amount of bugs and the bad level of support received is making us consider migrating away from it.

Absolutely dumb 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.

August review August review - normally this would have been a 4.5 star. We receive excellent service from Fresh in general. Prompt, efficient and friendly. However, this rating is based on an issue with ServiceBOT knowledge solutions based on URLs to sharepoint not working. It is taking some time to get fixed.

The product is OK for the price The product is OK for the price - more development is required to mature it. The support team often does not understand the issue being reported or recommend solutions that are not fit for purpose. The product needs to be more flexible, often we are told "thats not how ITIL works" and our requirements are dismissed. ITIL is a framework, not a set of laws so it would be nice if the system followed suit.