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

Simple, straight forward solution

What do you like best? Easy to use, integrates with SSO Okta solution that allows me to easily track my issues and get quick updates. What do you dislike? Never heard of it before so I'm unsure if there are hurdles waiting down the road that I can't anticipate. Recommendations to others considering the product The ability to integrate with single sign on services such as Octa make it simple to use and get people to use. What business problems are you solving with the product? What ...

Strong Help Desk System With Low Maintenance Requirements

What do you like best? If you needed to go live this Product could likely be setup at a basic level in less than an hour, but then allows you to get granular and refine and improve the product. As an example the auto reply emails. They are satisfactory out the door but can be edited and revised. What do you dislike? When you create Categories for you tickets they have a great Preview button which allows you to view all of the categories and how they appear. With the canned emails you ...

Great Product, easy to configure

What do you like best? Easy to Configure, Support was available when needed. What do you dislike? It was a little to costly when the admin users kept racking up Recommendations to others considering the product Pricing needs to be brought down for the market your serving. What business problems are you solving with the product? What benefits have you realized? Great for ITIL environment for small business. Great service desk out of the box

Easy to use

What do you like best? Free for the number of computers we were using. What do you dislike? Nothing really. Kind of sucks that some of the useful features were on the paid only side of the ticketing system but it's normal. Recommendations to others considering the product It has probably the easiest self-service page I setup out of the other ticketing solutions I tried. What business problems are you solving with the product? What benefits have you realized? We mainly used it as ...

Excelent product for my use

What do you like best? facil manejo y desenvolvimiento en la herramienta What do you dislike? no tengo objeciones con el producto lo recomiendo apaliamente Recommendations to others considering the product recomiendo el producto What business problems are you solving with the product? What benefits have you realized? a la fecha no ge tenido inconvenienitentes ha cumplido con mis expectativas

Feels like an old system built on a web experience

What do you like best? Freshservice usually works well. You can create some custom flows and requests using the system. What do you dislike? Freshservice is much less customizable than it would appear. While you can create custom fields, it is difficult to use them in an automated workflow. Also, the workflow/products are quite rigid in terms of what you can and cannot do. There are some bugs where it will pick up incorrect information to associate tickets submitted via email. These ...

Great ITSM tool for small to midsize IT operations

What do you like best? Great implementation support and many features ready out of the box (i.g., inbound email to ticket conversion, incident, asset management, and reports, compared to a larger enterprise tool we previously used What do you dislike? Custom fields for service catalog is limited. Recommendations to others considering the product We reached out to other vendors, but Fresh Service's business unit and the tech support unit were to most responsive and helpful from the ...

Superb services for support to my customers

What do you like best? The Freshservice is easy to deploy and provide less operational maintenance. It has ability to perform the job without repetitive administrative activities. This is my most favorite attribute. One time setup is a requirement and all the things are working well. I understand this type of flexible service require deep knowledge about requirement of business and about the desire outcomes. Where the paid plans has many good features, the free plan is also good enough ...

Freshservice as a helpdesk and Montioring agent

What do you like best? I like the ability to remotely monitor Systems outside my local network. This makes my job as a WAN administrator easy especially when i have to troubleshoot on the move. I am currently on the free plan as i have only 2 core administrators using it right now but in a few weeks i'll have a team of 9 users on board and will purchase a per user plan. I definitely recommend it for startups and SMEs What do you dislike? I dislike the lack of integration with the rest ...

Very powerful tool

What do you like best? Dispatcher, service catalog, the ticketing system and scenario automation. What do you dislike? not that i know off. But if i get to know, i will update my review Recommendations to others considering the product yes What business problems are you solving with the product? What benefits have you realized? Helpdesk ticketing, asset tagging, etc