Freshservice

My main use case for Freshservice  is for IT support, ITSM  management, and asset management.
For instance, I use Freshservice  for service requests for onboarding and offboarding. We recently automated processes to streamline those requests to make them more secure, error-free, and reduce the admin time for joiner, mover, leaver processes. That went through Sage People  to AD, Azure  through Freshservice for automating provisioning services.
The main use cases for Freshservice in my organization are for asset management and IT service delivery, IT support management.

Key benefits that we've seen include improved efficiency and productivity thanks to automated workflows and AI triage, which have reduced manual ticket handling and provided faster resolution times, often achieving a 50 to 80% reduction in mean time to resolution. Additionally, the AI knowledge base and Freddy AI have improved mean time to detection, allowing for faster resolution. We also see better end-user experience since self-service and AI-powered chatbots have helped us shift left and deflect 60 to 70% of incoming tickets. The omnichannel support via email, chat, Teams, and Slack has made IT help more accessible. Enhanced visibility and control through the CMDB  and asset management provides real-time insight into our infrastructure, hardware, and software, improving device management. Additionally, dashboards and analytics help track SLA compliance and trends. Cost savings are another significant advantage, as operational overhead through automation has reduced the costs per ticket, leading to lower licensing and implementation costs compared to legacy ITSM  tools I have used before. Compliance and governance are also beneficial as Freshservice is ITIL 4-aligned, ensuring best practices with built-in audit trails for effective change management.

The best features Freshservice offers are the newest ones, including AI-powered automation and Freddy AI. Usability of Freddy AI agent and copilot enable intelligent auto-triage, draft suggestions, and self-service via Slack and MS Teams , as well as Freddy Insights for surfacing trends, allowing us to evaluate root causes and create knowledge base articles. Freshservice aligns with ITIL 4 for incident, change, problem, and major incident management, making it easy to manage these aspects built into ITIL best practices. The self-service knowledge management features, AI-enhanced portals for end-users, company branding, and Freddy-powered suggestions further enhance usability. The no-code workflow builder is a great feature, allowing drag-and-drop workflow automations to automate things such as approvals, alerts, SLA rules, and ticket routing. Visual setup and sandboxes let us test new functions before pushing them into the live environment. The asset management of Device42  has been a great feature for managing hardware, software, and licenses linked with InTune and Endpoint Manager Defender. The reporting and analytics module is also an amazing, useful feature with custom SLA policies, auto-escalations, and easy-to-use dashboards with templates already available for our utilization. Overall, Freshservice provides cutting-edge AI automation for agents and end-users, effortless no-code workflows and ITIL-aligned operations, robust asset, incident, change, problem, and major incident management backed by the live CMDB , unified service desk with self-service and multi-channel support, and strong analytics reporting features, making it a powerful tool for any IT function.
I would say all three of the features—AI automation, workflow automation builders, and the CMDB—have made the biggest difference for my team. They have improved the service that our support function provides, accuracy, reduction of errors, and reduced admin time, including auto-discovery, tracking, and dependency mapping in a clear-to-use visual. These three particular best features have greatly impacted our IT service delivery.

I always keep up with Freshservice's roadmaps and new features. Freshservice has been very good at listening to feedback and adding those feature requests into their next iterations. I wish they would offer more granular data export options for utilizing in Power BI, along with predictive analytics for capacity planning and SLA breaches to enable more proactive support management and reduce firefighting. While the dashboards are effective, some users find custom reporting limited compared to ServiceNow  or Jira . I would also appreciate deeper integrations, especially for niche apps requiring development coding work to enable advanced orchestration. Native integrations for DevOps pipelines such as GitHub Actions  and Jenkins , along with stronger API flexibility for complex workflows, would enhance functionality. Although the CMDB and asset management are solid, they do lack advanced dependency mapping compared to other enterprise tools. My wishlist includes automated impact analysis for changes and improved visualization of asset relationships, enabling quicker resolutions from an agent's perspective when alerts come in. I acknowledge that Device42  may enhance this, but it is an extra cost beyond what we already pay. While Freddy AI is excellent for triage and suggestions, some users desire more proactive automation, such as predictive ticket routing based on historical patterns and AI-driven capacity forecasting. Lastly, the pricing tiers might seem rigid for mid-sized teams, so a more granular add-on option for features such as Device42 or pay-per-use for orchestration workflows could be beneficial.

I have been using Freshservice for approximately 9 to 10 years.

Freshservice is stable.

Freshservice's scalability is robust compared to other options, benefitting from cloud-native architecture that supports multi-department ESM, extending beyond IT, and accommodating managed service providers. Flexible licensing, along with automation and AI integration and ecosystems utilizing InTune, Azure , Slack, Teams, and AWS  improve this scalability. Additionally, it offers global performance with multi-region data centers to ensure faster responses while adhering to strong security and compliance standards such as GDPR and SOC 2.

I have seen a favorable return on investment resulting from Freshservice. Time savings are evident with MTTR reduced through automation and AI triage by 50 to 80%, which is impressive. The implementation speed was notable as we completed it in 8 to 12 weeks. Additionally, the cost savings reflect licensing costs being 50 to 60% lower than prior solutions. Efficiency is marked by agent productivity improving ticket handling by 20 to 40% due to workflow automation. Self-service adoption has led to a 66% shift-left ticket deflection, reducing workload on service desk and support teams. While there were no reductions in actual staffing, workload has changed allowing us to take on more complex projects. Ultimately, we saw a 77% reduction in average resolution times with a return on investment realized within 6 months.

I previously used ServiceNow .
I switched from ServiceNow to Freshservice primarily due to cost savings, which amounted to a 50 to 60% lower total cost of ownership. The improved licensing structure, ease of implementation, and user experience were critical factors. Freshservice provides a cleaner and more intuitive UI with a more mobile-friendly design, facilitating use across various devices, making it more accessible for non-technical teams compared to ServiceNow's more complex interface. The implementation of Freddy AI for ticket triage, predictive insights, and self-service deflection has proven beneficial. Although ServiceNow offers AI features, they often require additional modules which add costs, unlike the built-in features Freshservice provides. Flexibility is another aspect where Freshservice shines, being less over-engineered and imposing a lesser cost burden.

My experience with pricing, setup cost, and licensing has been that Freshservice has a subscription-based price structure billed per agent per month. There are significant jumps in costs for additional features such as Device42 for more in-depth asset management within the CMDB. Although I was not present for the setup, I've seen that onboarding and configuration typically range between $5,000 and $10,000 for mid-sized teams, while enterprise deployments tend to be higher for complex integrations. The average time to value for Freshservice setup is about 8 to 12 weeks, which is considerably faster than alternatives such as ServiceNow or Jira , which can take up to 6 to 12 months. Licensing is flexible, and compared to ServiceNow, Freshservice has demonstrated to be 50 to 60% cheaper in total cost of ownership. In terms of ROI and operational savings, we see an average 50% reduction in licensing costs, with 20 to 40% efficiency gains from automation and AI, and a 60% lower total cost of ownership.

Regarding cost savings, switching from previous ITSM tools has led to a 50% reduction in licensing costs, flexibility to scale for different business areas, which included service catalog items, agent productivity has improved ticket handling by 20 to 40% thanks to the automated workflows, and end-user productivity, enabling people to get up and running faster, has improved by 15 to 25% time savings per average interaction. In terms of total cost of ownership, Freshservice licensing over a three-year period is significantly lower, resulting in a $36,000 annual lower total cost of ownership.

Before choosing Freshservice, I evaluated Halo and Zoho Service, which were the two options reviewed at the same time.

The only mention I have is regarding access to tickets for others, but I believe Freshservice changed that feature about a year ago, allowing ticket ownership changes so other team members can pick up tasks in their absence.
My advice for those considering Freshservice is to define your requirements first against what you need to avoid overpaying unnecessarily. Map out the ITSM needs specifically for incident, change, asset management, and determine if you need ITIL 4 alignment or AI automation as a future requirement, including multi-department support through Freshdesk  for front of house. Start small and scale fast, begin with core modules first that are essential, and upscale as your team becomes more comfortable. Leverage AI functionality early by enabling Freddy AI for ticket triage and self-service deflection, which can significantly cut ticket volume if configured properly, along with utilizing a wealth of templates they provide. Invest in workflow automation early by utilizing the no-code workflow builder to automate repetitive tasks and approvals where most efficiency gains will occur. Plan your integrations by ensuring compatibility with other tools such as InTune, Azure, Slack, and Teams. Additionally, budget for training. Freshservice University or Academy can be useful, but proper utilization is crucial. Carefully compare pricing tiers since the functionalities sometimes lead to moving to higher tiers. Finally, engage with Freshservice's support, noting their responsive onboarding and technical support teams, and inquire about sandbox environments, although these may incur additional costs. I rate my experience with Freshservice overall as an 8 out of 10.

I have been using Freshservice  for approximately five months through the AWS  marketplace. During this time, I have handled incident management, workflow automation, and internal IT requests. I have also explored integrations with AWS  services such as CloudWatch and S3  to streamline monitoring and ticket management.

The main use case for Freshservice  is managing IT services, requests, and incidents across cloud environments. On a typical day, I use Freshservice to track and resolve internal AWS-related requests, such as EC2  instance access issues or S3  bucket permission changes. I also assign tickets, set SLAs, and use automation rules to route them to the right team members. Integrating Freshservice with AWS CloudWatch allows us to receive alerts directly into the platform, so we can respond quickly to issues without constantly monitoring multiple dashboards.

I find Freshservice automation rules fairly intuitive for basic workflows such as auto-assigning tickets or sending notifications when certain conditions are met. Setting them up is mostly straightforward through the rule builder. When integrating with AWS CloudWatch, it is more technical because you have to set up SNS topics or Lambda triggers to push alerts into Freshservice, which requires some knowledge of AWS services. Once configured, it works reliably and saves a lot of manual effort. The main challenge I encountered was mapping CloudWatch events to the right ticket categories and ensuring alerts do not create duplicate tickets. After fine-tuning the rules and testing different scenarios, the integration became smooth and efficient.

Using Freshservice via the AWS marketplace allows us to leverage AWS security and scalability. All ticket attachments can be stored securely in S3, and we can use CloudWatch for proactive monitoring. The automation of repetitive tasks such as routing tickets or triggering notifications based on AWS events saves the team a lot of manual effort. The combination of Freshservice and AWS helps us maintain high service reliability, streamline IT operations, and quickly respond to issues.

The best features that Freshservice offers include automation because automating repetitive tasks such as ticket assignments and SLA notifications saves a lot of time and reduces human error. Integration is another key feature because the ability to integrate with AWS services such as CloudWatch, S3, or Lambda is a huge advantage. Alerts and events from AWS can directly trigger tickets or updates, making incident management much more efficient. Reports and analytics are also valuable because Freshservice dashboards and reports give much clearer visibility into ticket volumes and team performance, helping with continuous improvement. The Service Catalog, also known as workflow management, has predefined workflows for common IT requests, streamlining approvals and provisioning, especially when managing cloud resources. These features make managing IT operations in an AWS environment much more efficient and reliable.

The reporting and dashboard in Freshservice are really helpful for our team because they give us a clear overview of ticket volumes, SLA compliance, and response times. We can quickly see which types of AWS-related requests, such as EC2  access issues or S3 permission changes, are taking longer to resolve. These insights allow us to identify bottlenecks, adjust workflows, and improve SLA compliance. After noticing recurring delays in AWS resource provision requests, I created automation rules to route these tickets faster, which significantly reduced resolution time. The dashboard also helps when communicating team performance to management by providing visual evidence of how efficiently we are handling IT requests and AWS operations. The analytics helps us work smarter and continuously improve our processes.

Freshservice's self-service portal and knowledge base are very useful because users can resolve simple AWS-related requests on their own, which reduces the number of tickets that reach our team. The combination of automation, integrations, and reporting ties everything together, making our workflow efficient, transparent, and easier to manage. All of these features help us maintain high service reliability and respond to issues much faster.

Freshservice has had a significant positive impact, especially when managing AWS-related IT operations by centralizing incident management and automating repetitive tasks. Our team has become more efficient and responsive. Faster ticket resolution thanks to automation rules and integration with AWS, improved SLA compliance, and dashboards and reporting give visibility into team performance. The Service Catalog and predefined workflows allow us to handle common AWS requests such as EC2 access or S3 permission changes consistently. Freshservice has changed the way our team works by making processes more organized, measurable, and efficient, allowing us to focus on higher value tasks instead of manual ticket handling.

According to my experience, Freshservice works very well, but there are a few areas where improvements would help. The AWS integrations could be deeper; for example, CloudWatch alerts come in correctly, but more native mapping for metrics, log data, and enrichment would make incident handling much faster. The automation workflows are powerful, but the UI can feel limited; once the workflows get complex, it becomes hard to visualize them. A cleaner drag and drop builder or better debugging options would help reduce mistakes. Reporting  is useful, but the customization is still restricted, and it would be great to build more detailed reports that combine multiple data sources, especially for cloud-related operations. The mobile experience can feel slow at times; most technicians rely on mobile alerts, so a more responsive app would make a difference. I would also like more flexibility with ticket forms and dynamic fields since we want conditional fields that change based on AWS resource types or alert categories, but that is not always possible. The platform is strong, but deeper cloud integrations, more flexible automation, and better reporting would make it even more effective.

Small details that would improve the platform include alert noise reductions, such as CloudWatch alerts coming in too frequently; Freshservice could offer better built-in correlations or group similar alerts automatically. Faster syncing between AWS resources and Freshservice assets would help keep the CMDB  aligned with real cloud changes. Better tagging support, more templates for cloud incidents, and finer control over role permissions are needed. I would like more templates for cloud incidents.

I have been using Freshservice for approximately five months.

Freshservice is stable at the moment. We have not encountered significant downtime or reliability issues. The service runs smoothly most of the time, and performance has been consistent even when ticket volumes and AWS alerts are high.

Freshservice scales very well. As our organization has grown and ticket volume related to AWS resources increased, Freshservice handled the extra load without any performance issues. The automation, reporting, and integration features continue to work smoothly even when demand increased.

Freshservice's customer support is responsive and helpful. When we have questions about configuring AWS-related integrations and automation rules, we reach out via the support portal and get clear answers in a reasonable time. Their documentation is also good, making setup easy without needing frequent support requests. Support is reliable enough for our needs; sometimes, responses take a bit longer when issues are complex, but overall it is adequate.

Before Freshservice, we used a more basic ticketing tool that did not integrate well with AWS or support advanced automation. We switched to Freshservice because it offered better cloud integrations, automation, reporting, and workflow management, allowing our team to handle AWS-related IT requests more efficiently and reliably.

The pricing is reasonable for the features we needed, and the setup did not require any additional costs on our side since it is a cloud-based service. Licensing is very straightforward and easy to manage; we mainly had to choose the plan that matched our workload, and after that, everything is simple to maintain.

We have seen a tangible return on investment with Freshservice. Time saved is approximately twenty to twenty-five percent, which frees up our engineers to focus on more high-value tasks. Faster resolution means the average ticket resolution time decreased by roughly twenty-five to thirty percent since alerts are automatically converted into tickets and routed to the right team. SLA compliance improved from eighty percent to ninety-five percent, which reduces delays and improves reliability for internal IT requests. We did not need to hire additional staff to handle AWS-related incidents because the current automation and reporting streamline workflows very efficiently. These improvements translate into fast response times, better resource utilization, and reduced operational overhead, which we consider a clear return on investment.

We did not purchase Freshservice through the AWS marketplace. We use it separately from our main AWS billing.

Before choosing Freshservice, we evaluated a few other IT service management tools such as ServiceNow  and Jira  Service Management. We decided on Freshservice because it offered a good balance of automation, cloud integrations with AWS, reporting capabilities, and ease of use for our team, meeting our needs without being overly complex or costly.

If I have to give advice to others looking into using Freshservice, I would advise taking advantage of Freshservice's automation and cloud integration from the start, especially if you are using AWS. Setting up workflows and alerts early ensures tickets are automatically routed and prioritized. Investing time in reporting dashboards helps identify bottlenecks and improve SLA compliance quickly. Testing and customizing your workflows to match your organization's specific processes is key, as that is where Freshservice really delivers value. Careful planning for your setup will make it much more effective.

Freshservice has been a strong solution for our organization, especially when used with AWS. It has improved efficiency, reduced ticket resolution times, and streamlined our workflows. The main areas for improvement would be deeper AWS integrations, more flexible automation and reporting, and a smoother mobile experience. It is reliable, scalable, and a tool our team depends on daily, and I would recommend it to other organizations looking for a cloud-friendly IT service management platform. I give this product a rating of eight out of ten.