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

Easy to use/Well Supported/Futureproof

What do you like best? I like the support which extends above and beyond what I personally have been used to with other retailers that promote their own customer support as something that excells. Not only are the support staff personable, they're quick. What do you dislike? I dislike things that are now ideas for the fresh service team, I felt my suggestions have been acknowledged and genuinly considered. What business problems are you solving with the product? What benefits have ...

Fresh Service

What do you like best? As simple as the day is long, You ask for any help whether it is a small question or an elaborately detailed concern, they are top notch all then way through. What do you dislike? Nothing to dislike, I keep waiting for what s next and allowing this system to assist in all my needs. What business problems are you solving with the product? What benefits have you realized? Speed and availability for the not so computer literate client. Ease of operation.

Amazing

What do you like best? The new layout of everything seems more efficient for the use of the ticketing service What do you dislike? I gave some feedback about the inventory panel. For the use of myself and others, by having the different dropdowns of Desktop, Laptop, Server etc it helped go through which types of hardware were located on which floor of the company, who uses it etc. Recommendations to others considering the product Amazing software for the phone and amazing web ...

Amazing Product

What do you like best? Although this tool was designed for an IT infer structure, we have been able to utilize it for out operations support desk. It allows for planning, support, and contract management. Technical Support has been OUTSTANDING! What do you dislike? There are a few frustrations, specifically around non-customizable fields, but we have been able to work around most of these. What business problems are you solving with the product? What benefits have you realized? ...

So Far So Good

What do you like best? I love the responsiveness of the customer service, and the ease of use of the software. What do you dislike? Wish it was a little bit more customizable. What business problems are you solving with the product? What benefits have you realized? We needed a ticketing system for our IT Department. So far it has cut down on response time and keeps everything together.

Quick responses

What do you like best? The follow-up E-mails and the personal communication. No standardized responses. What do you dislike? Do not always understand the issue, but it could be my own fault What business problems are you solving with the product? What benefits have you realized? The rules on Freshservice FAQ is also useful. Customer Service could provide me with relevant links to FAQ

Proactive and an extremely fast response to any questions/suggestions/requests

What do you like best? Friendly, proactive, genuinely interested in understanding our needs and assisting us What do you dislike? Nothing I can think of - they have been very helpful and supportive in our evaluation Recommendations to others considering the product Try them - you'll be pleasantly surprised What business problems are you solving with the product? What benefits have you realized? Looking to replace our aging ITSM with a new product and introduce a vast array of new ...

One of the best ITSM Solutions available

What do you like best? Clean interface. The ease in which I can get work done quickly. The Time sheet is also a plus and has a built-in timer. The timer continues even if I navigate away from the page so I can reuse the browser tab for something else while I work on the ticket (most solutions don't do this. The customer portal is a huge plus. I'm glad this is not a per-customer licensed service and instead is a per agent. This will ensure we can afford the service as we continue to grow. ...

A full featured pop-up with a fresh look

What do you like best? There quick reactions to support calls and pricing What do you dislike? The multi-language support is not optimal. No real dynamic content Recommendations to others considering the product Pay attention if you need full multi-language support What business problems are you solving with the product? What benefits have you realized? - Servicedesk - Automating ticket creation

Great service, great support

What do you like best? We use Freshservice as our primary ticketing software and whenever we have any questions or issues the support team are there to help resolve them quite quickly. What do you dislike? There are still a few things that we would like to see in regards to functionality in the product (such as a text to ticket integration however it is very easy to use, very easy to configure and an overall great service. Recommendations to others considering the product It is ...