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

Great value for the cost.

What do you like best? Chose Freshservice after trying out few other competing products. Have been using it for close to an year now and no regrets at all on the decision. It has served our requirements extremely well. Few reasons for choosing and continuing to use it are : Ease of setting up and using it. Excellent support Beats every other product in price to features comparison ratio. What do you dislike? There is nothing to dislike. But would love to see features that ...

Best Help Desk

What do you like best? 1. Excellent, intuitive user interface and usability. 2. Configurable to meet most of our workflow needs. 3. Excellent and responsive support. 4. Feature-packed 5. Fast performance 6. Custom branding What do you dislike? Instead of downloading a report or export directly, the report is emailed to me. Our current needs don't demand it, but I wish that the Solutions module supported Knowledge-Centered Support practices. What business problems ...

Great, easy to use Product

What do you like best? Freshservice is very comprehensive from an agent perspective but also from an administrator point of view. The system can be implemented in a very short period of time, because what you get is just right and usable without extensive training or customization. The main functionality is available to support your ITIL-based processes just out of the box. One of the points i like very much is the built-in portal for the end-users. Providing a service-catalog with ...

Great support

What do you like best? We use freshservice for our internal salesforce support. It's easy to use. Dominic, a support engineer, helped us over the course of a few weeks on some forms we were creating with our HR team. He was patient, helpful, and attentive to our needs. He worked with us until we were satisfied with the forms. What do you dislike? There are some features that should be included, such as conditional logic for creating forms without code based solutions. It is a bit ...

Just work for a short time with the product

What do you like best? Just work for a short time with the product, but the experience until now is very good. Also the suportdesk is reacting very quick and not found any question they can't answer What do you dislike? At this moment I have none, but we are only in the implementation phase What business problems are you solving with the product? What benefits have you realized? The planning is to put also our hardware into frehservices and that will be a benefit we not have yet

Flexible and robust Service Desk system backed up with great customer support

What do you like best? The system is very flexible. Practically you can do everything inside, all service desk processes could be covered. Even for some processes you have choice how to realize them. I will definitely recommend Fresh Service system, not only because it is robust Service Desk system, but also because the Customer Support is on very high level. They provide very customer oriented, fast and professional support. What do you dislike? There is nothing to dislike, just ...

Using it for over a year

What do you like best? The overall experience of using fresh service has been brilliant. The customizations and automation levels available on this tool are simply amazing. The best part about this tool is their support, they don't keep you hanging and are always on their toes to resolve your queries which makes it easier for the customer to actually manage their account. Brilliant team and a brilliant tool. What do you dislike? There has been no moment wherein their response has been ...

Simple yet powerful backed by strong support

What do you like best? 1. Support: The staff is super responsive and prompt. 2. Pricing: Competitive pricing when compared to others in the similar domain. 3. Ease of Use: The software is pretty easy to configure, customize and get started for agents as well as end users. What do you dislike? Nothing that we have come across yet. Recommendations to others considering the product We highly recommend Freshservice to any Organisation looking to implement an economical IT help ...

Excellent Service throughout our rollout

What do you like best? Very responsive and proactive service. Staff are always helpful and willing to go the extra mile. The price, considering the alternatives out in the marketplace is quiet reasonable and I was happy with the mobile layout of the iPhone and Android- everything you need as an end user is there. Software is also quiet easy to use and staff are overall happy with its intuitiveness and speed. What do you dislike? Nothing really. I was slightly tricky to set up, ...

Efficient and simplified Service Management - saved us a lot of effort and manhours.

What do you like best? Chargebee chose Freshservice as its ITSM solution to help organize its processes and streamline its change, release, and incident management. Freshservice’s simple and efficient user interface, AWS integration, elegant UI to track incident management and advanced reporting features were ideal for supporting Chargebee’s DevOps scenario. We were able to prioritise and tackle issues, and efficiently map errors to any change, and Freshservice’s robust system simplified ...