Freshservice is great, Software module is terrible Freshservice is great in many ways, but some (to me) parts are just terrible. The Software module is outrageously bad and needs A LOT of work. Looking into the support articles and the marketing surrounding the Software module, I don't think anyone at Freshworks is actually using it. If you did, you would immediately notice the glaring flaws that make it completely unusable if you want to do anything other than just keep a long list.

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 product, terrible support Product is decent but support is horrendous. The features are intuitive and great but I don't believe they stand out from other competition. I was surprised that their tech support is bad, really bad. Isn't a company selling a product for customer support supposed to have stellar support themselves? They need to fix that ASAP.

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!

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.