Freshservice is ideal for complex support scenarios where requests dominate over questions and issues. Though it currently struggles to compete in the market due to its AI lacking practical value, by the end of my review, you will see an example of a complex workflow being recreated with Freshservice.
Top 3 favorite features with huge practical value:
🌟 Service Requests (a.k.a digital forms)
These exist as a separate page on your support portal and appear as a visually appealing catalog of services your audience can request, from website updates to leave of absence workflows. You can even offer forms as bundles, which provides a fun, gamified experience.
🌟 Workflow Automator
Automation, especially in combination with service requests, elevates your support infrastructure to the next level. Agent auto-assignment, escalations, complex approval chains, reminders, tasks, and tagging are all done automatically. The goal is to reduce manual agent workload and allow them to focus on delivering empathy!
🌟 Custom Objects and Readers Node
This powerful yet underrated feature lets you assign agents based on location, department, or any other criteria. No more complex if-else scenarios—everything is streamlined and efficient. Yet surprisingly, not many people utilize this feature, which is a missed opportunity.
And of course, as a true ITSM solution, Freshservice offers contracts, asset management, and project management functionalities, potentially consolidating your software toolkit. You can even execute efficient onboarding processes.
My top favorite use case is the Leave of Absence scenario. For instance, we created a special digital form that collects all required information upfront. Based on the user input, the system automatically sends all related legal documentation and state-specific forms (previously handled manually by agents), and then the ticket is closed. As you can see, even without advanced AI, you can find powerful and safe low-code workarounds.
