TrustRadius: an HG Insights company

Freshservice Mining, Quarrying, and Oil and Gas Extraction Reviews & Insights

Score8.7 out of 10

268 Reviews and Ratings

Get a Demo

Who Buys & Uses Freshservice

Based on 3,700 HG Insights installations.

Powered by

Insights from Freshservice Reviewers

Based on 20 verified reviews published in the last 18 months

Overview

Synthesised from 20 reviews | Last Published May 26, 2026

Freshservice functions primarily as an IT Service Management (ITSM) solution, widely adopted for streamlining ticketing and incident management, often replacing less efficient methods like shared inboxes. In TrustRadius reviews, organizations leverage it for managing incidents, service requests, and tracking issues, with 85% of reviewers citing this core functionality. Reviewers also extend its use to asset and CMDB management, workflow automation, and improving user experience through self-service portals, frequently praising its user-friendly interface and ease of configuration.

The platform contributes to increased agent productivity and better control over service level agreements, enhancing operational efficiency. However, reviewers frequently note limitations in the Workflow Automator, particularly regarding troubleshooting and advanced features like looping. Customization flexibility, especially for default fields and status creation, and the current state of Freddy AI features, which are often restricted to higher tiers, are also areas identified for improvement. Overall, reviewers find Freshservice effective in enhancing IT operations despite these noted areas for refinement.

Pros

  • Robust workflow automation for streamlining operations
  • Efficient ticket management and routing system
  • Alignment with core ITIL processes (incident, problem, change management)
  • User-friendly interface and ease of configuration
  • Extensive customization options for specific organizational needs

Cons

  • Limitations in Workflow Automator (troubleshooting, advanced features like looping)
  • Restricted customization and flexibility for default fields and group-level statuses
  • Freddy AI features often restricted to higher-tier plans with mixed feedback
  • Knowledge Base/Solutions module needs enhancements (markdown support, text editing)
  • Reporting and Analytics could be more user-friendly with easier report generation
Read Full Review Insights
View All Reviews

Freshservice Reviews

4 Reviews
Mining, Quarrying, and Oil and Gas ExtractionMining & Metals1Oil & Energy3

New IT Ticketing System: Adopting a best practice from the ITIL Framework on Incident Management

Rating: 9 out of 10
Incentivized

Use Cases and Deployment Scope

Freshservice is mainly used by our company IT ServiceDesk agents to support end users throughout all departments for office globally (Malaysia, Singapore, Norway, UK, Brazil, Amsterdam, Nigeria and Ghana) for the past one year. Until recently, we soft-launched to end users to submit their IT issues via the Freshservice portal and assigned to IT ServiceDesk agents.

Pros

  • Ease to submit ticket
  • User can monitor their own tickets
  • Easier and automated reports send to respective IT personnel
  • Easy to modify the Form Fields
  • Easier administration

Cons

  • Auto-assign does not work very well even the Agent option has been enabled
  • The new analytic reporting quite confusing and need to learn it
  • Good to have a version control on workflow automation that allow me to rollback if there's any issues.

Likelihood to Recommend

Freshservice is easy to implement to IT use and rollout for end users. Any changes to the interface or Freshservice need to notify the customer first. I have encountered cases activation email notification was sent to users automatically with the new FreshWorks and it has caused confusion with users. Some are treated it as phishing email.
AW
Andy Wong Wing Cho
Senior IT Manager in Information Technology at Yinson Holdings Berhad (201-500 employees)
Vetted Review
Freshservice
1 year of experience
View profile

Freshservice is just what we need.

Rating: 9 out of 10
Incentivized

Use Cases and Deployment Scope

We use Freshservice as out IT ticketing system. Users send their issues into the helpdesk, and IT gets an email notification of the new ticket.

Pros

  • Freshservice allows you to break tickets down by department
  • Freshservice has reports to show management out metrics
  • Freshservice allows you to drag and drop photos, emails, etc to better explain a solution to the user.

Cons

  • Provide more complex reporting options
  • Have more options to build dashboard
  • Ability to assign ticket to a particular technician

Likelihood to Recommend

Freshservice is very user friendly. Our technicians love it. It is easy to go in and see what work in new, pending, or completed. Since you can sort tickets by department, you are able to see where most of your issues come from and develop patterns and behaviors of users.
RW
Richard Way
IT Technician in Information Technology at Natgasoline LLC. (201-500 employees)
Vetted Review
Freshservice
2 years of experience
View profile

Freshservice: If you can't measure, you can't improve.

Rating: 10 out of 10
Incentivized

Use Cases and Deployment Scope

Freshservice is being used primarily as a Helpdesk Ticketing system for my IT Dept. Though at the same time it also is used for change management, asset tracking, solution knowledgebase, and resource scheduling. It addresses one of the primary issues facing inhouse IT Dept today, which is when the executive team looks at you and says either "Everything is working, what do we need these guys for?" or "Everything is broken, what do we pay these guys for?" by allowing you to measure what you do on a day to day basis quickly and easily.

Pros

  • IT Ticket Management
  • IT Asset Management
  • Solution Knowledge-base

Cons

  • Coding of tickets to meta data could be made quicker by easier display of tickets
  • The ability to edit the grid of tickets is great but if more columns could be edited it would be perfect
  • If there would be a way to auto alert your manager when someone else is coding tickets for the more stubborn techs so we can force the users to put in their own tickets it would be great.

Likelihood to Recommend

If you cannot measure your current self then you cannot expect to improve. This was told to me by our call center manager a while ago about the importance of knowing exactly what you currently are capable of in order to better know what will be expected in the future. With this I looked at our old system which was clunky, slow, and universally hated, then tried to do better, that better option was Freshservice, which can be accessed from anywhere, fast, online, and easy to understand. With practically no training the techs were able to just pick it up and go. This was a big help in getting them to start actually using the system.
SM
Sean Muller
IT Security Manager in Information Technology at Paraco Gas Corporation (501-1000 employees)
Vetted Review
Freshservice
2 years of experience

Freshservice gave our IT Service Desk a fresh start

Rating: 9 out of 10

Use Cases and Deployment Scope

This is used by the IT department as our ITSM.

Pros

  • Ticket auto assignment.
  • Ease of implementation.
  • User friendly Self Service portal.
  • Agent dashboard.

Cons

  • Limited workflow options.
  • Agent out of office notification on ticket responses.
  • Integrating asset management.
  • Project management dashboard.

Likelihood to Recommend

Freshservice is an easy to use out of the box solution for help desks that don't require a lot of workflow automation.
VU
Verified User
Manager in Information Technology (501-1000 employees)
Vetted Review
Freshservice
2 years of experience

Video reviews

View playlist