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.

Love FreshService! Love FreshService! We use the FreshService help desk ticketing system. The system was simple to configure for our organization and easy to provide both to our internal folks as well as our clients. We are now operating all of our support for clients in the system. Their team provides timely responses to any questions or troubleshooting. Very grateful to work with them.

Bad experience with the TAM assigned to… 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.

Awful support for a halfway decent product. 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.

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.