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.

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.

Ever improving... We've been using Freshservice for some time and it keeps getting better. The team are really quick to respond to support issues, and the management are great at engaging with customers. They clearly want to keep improving the product and when we do find areas that don't quite meet our needs they are always keen to develop the product to overcome this, or point us in the right direction.

Good luck cancelling your subscription. 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.

FreshService -One of the most GOTO tool FreshService portal is very easy to use from admin and user end.We have been using this as an enterprise level system for addressing tickets and it has been very instrumental for making us achieve that.When we have any issues,we email or call the support team and they respond to our issue in absolutely no time!Strongly recommend this!