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

Simple and my whole team loves it!

What do you like best? Incorporates ITIL Framework. Quick and easy to use. Customisable forms, emails, and service portal. Lots of good documentation. Support and sales staff were very professional. What do you dislike? Reporting functionality isn't too customisable but I have talked to the support rep and they're planning to upgrade the reporting features this year. Not much else I could find wrong. Recommendations to others considering the product If you want simple, ...

Flexible Platform

What do you like best? Fresh Service is one of our main relailble systems that we're using. But I like their flexibility in developing new methods and techniques to facilitate our processes. What do you dislike? We just need to have particular timelines for the new plans or modifications. What business problems are you solving with the product? What benefits have you realized? Automation is my part and most of my my business are relying on.

Freshservice

What do you like best? The ITIL language and workflow make the product a better option than traditional service desk platforms. Also very feature-rich for a cloud-based solution. What do you dislike? A few pieces of the CMDB UI need to be revamped to make search and quick asset recognition more seamless. Recommendations to others considering the product A good product but a little pricier than some competing platforms. What business problems are you solving with the product? ...

Flexible, fast, and most importantly easy to roll-out and use

What do you like best? Clearly a lot of thought went into the "flow" of the product. I've touched 10-15 ticketing systems over the years, but have never run across one that is quite as easy to use and (arguably even more importantly easy to roll-out and administer. As an IT manager, I don't have a lot of time to dedicate to maintaining a ticketing system, so I'm thrilled to have one that largely takes care of itself with only a few days required to get up-and-running. What do you ...

So many tools, so little time

What do you like best? Freshservice is a very robust system. It allows for our IT team to track and communicate via incident and/or service request tickets submitted by fellow employees and students at our university, but it also has the ability for us to internally record problems, changes, and releases. And these tickets can all be linked to related tickets, saving us time and effort in the long run. I also enjoy what we're able to offer our users. The service catalog and knowledge ...

Delicious service!

What do you like best? Automation is amazing for handling the whole process , Reports provided is an add value for the company . What do you dislike? Showing the IP address of the source machine for the requester who raised an Incident is a Great Feature , I hope it would be available , refreshing the portal also is poor. What business problems are you solving with the product? What benefits have you realized? Information Technology Issue High and efficient response to the ...

Customizable Help Desk Provides Personal Service

What do you like best? As a Managed Services Provider, we need to be able to manage multiple clients while providing them the personal service they deserve. Freshservice helps us keep track of all of our clients' requests while providing them with personal service. One of my favorite features is being able to attach files to ticket and replies sent to clients and have rich text in communications which makes it look as if it's just a regular email we're sending them. This gives a personal ...

Exceptional Value for Money

What do you like best? When I started my journey to replace our current system, I downloaded many "trial" packages, engaged with a large number of suppliers and evaluated not only their responsiveness but also their support during the trial period. I evaluated functionality of the system, ease to customise, train and operate, flexibility and administration. I can honestly say that Freshservice came out on top in every category (including price What do you dislike? If I had to single ...

A all-round support tool that delivers our needs.

What do you like best? The product is versatile, has many possibilities, and the teams behind Freshdesk are reacting fast on questions and requests. What do you dislike? The current solutions database is limited to one language, however they have a solution for this on the roadmap. Recommendations to others considering the product It provides all required features for a solid support service, with ease to use. Also the Freshdesk support realizes that your support comes first. ...

Freshdesk gives my IT Department everything we need in a Helpdesk

What do you like best? I love the absolutely free Sprout plan which allows me to have 3 Freshdesk supervisors (accounts. You see, my department only consists of 3 IT support staff. If in the future we were to expand to 5 support staff, I would gladly recommend to my CEO and Accountant to spend money on a monthly subscription to support an additional 2 Freshdesk Agents. This is because Freshdesk is flexible, easy to use, chockful of features and is an absolute joy to use. Resolving tickets ...