Freshservice Reviews in April 2025: User Ratings, Pros & Cons

"Affordable ITIL ITSM Solution that is constantly expanding"

What do you like best about Freshservice? Appreciate the out of the box ITIL standards for ticket and service management, as well as the always expanding features. The features that it has brought on board in the last two years have made ot robust. What do you dislike about Freshservice? Not quite as robust as a tool similar to service now that brings expanded features for alternative departments. Fresh has the potential to be an enterprise digital transformation platform, however they are ...

"Well thought out"

What do you like best about Freshservice? Freshservice is a tool that I really love. As a company who is growing and building an IT support team it had some pretty key features that were nice for managing a team. The cherry on top is the ability to modify built in tables with custom fields, and setup automations however needed. Another feature I really liked is when forwarding emails into freshservice it would set the requester on the ticket as the person who sent the intiall email, huge ...

"Great ticket system for IT Support Role"

What do you like best about Freshservice? Easy to manage tickets and requesters, as well as manage timelines associated and assign to appropriate agent. Great design and easy to use features and management. What do you dislike about Freshservice? Lots of things to customize and tailor to your experience needed, but no tutorials or quick run throughs and I would say anything other than the basic ticket system has a steep learning curve What problems is Freshservice solving and how is that ...

"Perfect for Company-Wide Communication and Organization"

What do you like best about Freshservice? I was skeptical about switching from email based outreach to FreshService at first, but it has been incredibly helpful keeping track of due projects and outreach from our hospitals. What do you dislike about Freshservice? I wish there was a darkmode :( but that's totally my preference! I wish there was a little better way to update some pathing and be able to delete retired service requests without messing up other ones. What problems is ...

"Quite possible that it is the best ticket system"

What do you like best about Freshservice? Freshservice can be used as a central system to handle all communication with the requesters. This is very convenient, because no more mails have to be sent from other systems. Also, answers are immediately attached to the correct ticket and can be viewed by colleagues. What do you dislike about Freshservice? It takes some time to understand the system behind Freshservice and to set it up the way you need it. This could be easier or there should be ...

"FreshService Is Our Favorite Coworker"

What do you like best about Freshservice? Ticketing is easy for Users and Technicians! What do you dislike about Freshservice? The downside of using FreshService is not being able to use it for more things! What problems is Freshservice solving and how is that benefiting you? FreshService gives our users a solid platform to report their issues and our technicians a simple means to assist them efficiently. The knowledgebase functionality also gives our users many opportunities for self service.

"Powerful Service Desk"

What do you like best about Freshservice? Lots of integration, lots of useful inbuilt features, and always getting better. Keep up the good work! What do you dislike about Freshservice? No dark mode, seems like such a simple thing that would be so much more accessible to a lot of your demographic. What problems is Freshservice solving and how is that benefiting you? We have a tiny team and a lot of moving parts. Using FreshService as our single-source-of-truth as a mentality have leveraged ...

"Fresh Service - Top Shelf ITSM software"

What do you like best about Freshservice? While I use the softwartem for all Service Support ticketing, I really like the these threwe features best: 1. The KB: I like that I can use KB articles as prompts for our chatbot. Additionally, editing articles is a smooth process. 2. Onboarding: Our institution has fully automated our employee onboarding process using this module. 3. The Workflow Automators: I have automators in place across my functional units. The Lo Code editor is quite ...

"This product is easily configurable and can be used not just for IT needs."

What do you like best about Freshservice? We are now using Freshservice in many of the divisions at our Agency. The product allows us to build and capture the needed information to provide the best service to our end users. What do you dislike about Freshservice? We have been able to configure the product to meet our needs and can't think of any downside. What problems is Freshservice solving and how is that benefiting you? Freshservice allows us to track and be accountable to the Agency ...

"Freshservice of the best applications for help desk management"

What do you like best about Freshservice? What I love about Freshservice is that it is a very easy to use tool, very intuitive and fast, the traceability of each case is phenomenal and easy to see What do you dislike about Freshservice? Actually, I still haven't found something that I don't like about Freshservice, as I indicated in the previous question, it is very fast, intuitive, easy to use and pleasant to look at. What problems is Freshservice solving and how is that benefiting ...