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

Best kept secret in IT

What do you like best? The features and capabilities of FreshDesk is overwhelming evidence of their true experience. This is exactly what emerging IT company's need. What do you dislike? Would like training. Also calendar help. What business problems are you solving with the product? What benefits have you realized? Tracking types of tickets, discovering high support use from people or devices. Asset depreciation. Big company practice with few people!

Fresh Service Help Desk

What do you like best? It is easy to use and has great filters. What do you dislike? Web page does not refresh automatically. What business problems are you solving with the product? What benefits have you realized? It is easy for our clients to use and the filters make it easy to access tickets we need to look at.

Smart, feature filled platform for streamlined support

What do you like best? Freshservice helps us provide great support to our staff. They include the right features without adding too much clutter on top. Our staff have taken to it very well. The Azure AD Single Sign On functionality was key to easy adoption in our organization. On the few times I have needed to reach out to support, they have been super responsive. What do you dislike? Perhaps the tiers of service could be reduced to 2-3 instead of 4. What business problems are you ...

Your search is over, modern service desk software at reasonable cost does exist.

What do you like best? Not just a help desk suite is asset management bolted, Freshservice feels like a holistic approach. Little touches like tags, 3rd party integrations with Slack and Google G Suite services and a highly customizable interface are a joy to work with. What do you dislike? Not much, I've used a large number of software suites over the years that claim to do what Freshservice does, this is by far the best. I really haven't had any significant issues with this product ...

Freshservice adds another dimension to the support experience

What do you like best? The intuitive interface cuts down the time staff and users take to get familiar with the product. Development requests are taken seriously - no lip service. Should you require support from Freshservice, their staff are literally eager to assist, and do so quickly - just what you want from a subscription based model. There are numerous useful features but you never feel overwhelmed - productivity does not come at a price. What do you dislike? Nothing to dislike ...

Easy to create tickets

What do you like best? The user friendly interface is easy to work with. What do you dislike? The text formatting for email notifications not working fine. What business problems are you solving with the product? What benefits have you realized? Working on the iPad.

Best Help Desk Product

What do you like best? Easy implementation, user friendly, ticket submission any device any where What do you dislike? Imported tickets from our previous application and their affect on performance reports. Inability to exclude them from current reports What business problems are you solving with the product? What benefits have you realized? Overwhelmed support teams, ability to auto assign tickets and allow staff to work the problems instead of managing the tickets

A great cost effective service desk platform

What do you like best? The web based product is easy to set up and configure. Cost is on a per user bases that can be adjusted realtime and charges are prorated. What do you dislike? Billing needs improvement. When adjusting user counts, I could sometimes see many bills in week. What business problems are you solving with the product? What benefits have you realized? We route our customer voicemail and email requests through Freshdesk.

Great Helpdesk system

What do you like best? cloud system, easy to navigate, easy for the end user to submit tickets to (portal and email, administration of the system is very user friendly and straight forward as well What do you dislike? advanced reporting part of higher cost plan, overall a great system and no other complaints. What business problems are you solving with the product? What benefits have you realized? we can now use the system for metrics and reporting of our daily/weekly helpdesk activity.

Freshservice fits my company's needs perfectly

What do you like best? It's great having all of our helpdesk tickets and other requests all in one location/system for easy filtering and searching. What do you dislike? I don't like how it doesn't seem possible to default (or save a Favorite with certain criteria selected. What business problems are you solving with the product? What benefits have you realized? We are solving our needs of using Freshservice as a helpdesk system. When users send an email to our IT department, these ...