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

Fresh Service is a breath of fresh air

What do you like best? The interface is easy to use. We are using the FREE version which provides us up to 3 agents but limits other aspects of the site. What do you dislike? The scheduling feature isn't included in the free version which means maintenance tickets need to be scheduled with an external system. Recommendations to others considering the product Try out the trial - this is the only way to see all the features. What business problems are you solving with the product? ...

FreshService has been great!

What do you like best? I like the user interface, the ability to set automation, and the workflow. What do you dislike? The biggest complaint i have is the service catalog and how it submits tickets. There could be some more customization options here that would make it stellar. Recommendations to others considering the product Talk to their team. The FreshService team is very responsive. I've had requests implemented and support is very quick to help you out with issues. They have ...

Quality Offering for Small/Medium Business

What do you like best? - Intuitive setup for quick implementation - Easy to use for non-IT staff, both as users and agents. - Easy integration into Google For Education domain via Google Apps - Autodetection of hardware and population into CMDB via probe - Good prospects to scale with your organisation should the need require in the future. What do you dislike? - CMDB probe detection not as comprehensive as you would expect (lots of manual adjustments to be made post ...

Fantastic solution with fantastic customer service. A hidden gem.

What do you like best? I really like how easy to configure, use, brand and automate actions. The gamification aspect with awarding of badges alongside the automated satisfaction survey not only motivates and encourages agents to resolve tickets whilst maintaining high levels of customer satisfaction. What do you dislike? There is a mobile app, however it doesn't currently work with SSO - they are apparently working to resolve this limitation Recommendations to others considering the ...

Freshservice helpede transform our employee's views on support

What do you like best? What our employees like best is the ease of use. Simply put, the system is intuitive. You don't have to hold extensive training for users, it just makes sense. Likewise for Agents, they are able to jump right in on their first day and get to work. What do you dislike? The product is still young. There's a lot of features that more mature ITSM products might have. Some of the canned reports are not useful and I find myself having to export ticket data to Excel and ...

An intuitive tool with features that matter and it's even good looking!

What do you like best? Freshservice is truly intuitive and good to look at. It's customizable and the freshservice support is great and fast in their responses. A nice API that allows you to update tickets and items from custom developed software. All at an affordable price! What do you dislike? I've noticed that the software works best in Chome. Internet Explorer and Edge are showing some issues. Recommendations to others considering the product Don't hesitate to ask for a ...

Simple and Easy to use

What do you like best? The hole setup is super simple and easy to manage. In about 5 minutes our helpdesk was up and running. What do you dislike? It is very simple. When you want more advanced stuff like maybe register cases and closing them but with out alerting the client with emails it can't be done. Recommendations to others considering the product Freshservice is simple to use and simple to setup. But simplicity comes at a price. So make sure as an administrator to ...

Freshservice has completely changed the dynamic of how we work in a very beneficial manner,

What do you like best? With a huge variety of features at our disposal it's very easy to manage the support of our end users with full functionality. We're able to track issues in a very detailed way and then pull off reports to help with proactive response. What do you dislike? I dislike some of the lexis and semantics used. When trying to configure specific and bespoke settings it can be difficult to know which area the changes affect. This adopts a somewhat trial and error feel with ...

Freshservice Review

What do you like best? Easy to use and quick to establish. It has all the functionality we require and more. Logging tickets via email makes a task that can sometimes be seen as a hindrance to an end user seem perfectly acceptable. This has therefore made it easier to introduce the principle of the system. What do you dislike? Some functionality is a little tricky to customize / brand but that's about it really. I tested the system before implementation and had very few issues. ...

A Fresh start to our helpdesk

What do you like best? The dashboard gives me a really good picture of the volume and status of the tickets coming into our helpdesk. The customer feedback is also a great feature so we can fix issues quickly and keep our people happy. What do you dislike? The reporting needs to be more flexible and customization. There is a lot of good information in the pre-built reports, but i often find it limiting when trying to spot trends and make decisions. Recommendations to others ...