User Reviews Overview

About Freshservice

Freshservice is a cloud-based IT Help Desk and service management solution that enables organizations to simplify their IT operations. The solution offers features that include a ticketing system, self-service portal and...

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Feature ratings

Value for Money
4.4
Features
4.3
Ease of Use
4.5
Customer Support
4.6

Browse Freshservice Reviews

533 of 533 reviews
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Rich
  • Industry: Wholesale
  • Company size: 1,001–5,000 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
4

5
Reviewed on 09/10/2018

Simple to use and has all the features you actually need.

I really like Fresh Service (and before it, Fresh Desk). I keep trying to find a reason to switch to Zendesk because of the possibilities with their integrations but keep abandoning the trial. I would have to reproduce in Zendesk what I currently have in Freshservice in order to start experimenting with the possibilities. That's where the problems start. All the things I have in Freshservice are add-ons in Zendesk that cost extra and don't work the same way. If you have a fairly small team, we have 4 IT personnel for a 24/7 $400 million dollar company, this is your solution.

Pros

Layout is clean and easy to understand. Has fun 'gamify' system which lets my techs compete with with other for prizes with the system keep score. This is available on our subscription level. Also has SLA monitoring for those pesky KPI requirements. Can setup a catalog of services and items for end users to 'order' with a workflow approval process. Can integrate with chat and phone. Great all around alternative to Zendesk. Doesn't nickel and dime you to have basic features.

Cons

List of Integration possibilities are pretty small in comparison and hasn't really grown in the several years we have been using it.

Chris
  • Industry: Civil Engineering
  • Company size: 201–500 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
4
Ease of Use
4
Customer Support
5

4
Reviewed on 17/01/2023

Freshservice Review

We've been using Freshservice since 2020. It is our primary IT helpdesk ticketing system. Setup was fairly painless, and their support team has been great. We have developed HR/IT onboarding requests, though we'd like to see some more customization there. Asset Management was originally purchased, but we have since dropped it completely. The knowledge base will only be as good as you make it through content updates and documentation efforts.

Pros

Very easy to use and manage for IT admins, and very easy for staff to pick up and use. Lots of additional modules you can add into your console depending on the level of subscription. Highly customizable, though some frustrating restrictions show up from time to time. Support is pretty solid and quick to respond. Lots of free and paid add ons for quality of life improvements available. Active Directory integration works well, as does leveraging our SSO/MFA via Azure.

Cons

Some of the modules are pretty half-baked. On paper they look awesome, but in real world use, they are frustrating or unusable (Asset Management was a module that we dropped after a year and moved to a different platform)

Alternatives Considered

Jira and Zendesk Suite

Reasons for Switching to Freshservice

At the time, it came down to look and feel of the platform, as well as some of the additional modules for the cost. Zendesk vs Freshservice was basically a coinflip as we were new to both platforms.
Brandon
  • Industry: Information Technology & Services
  • Company size: 11–50 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
4
Features
4
Ease of Use
3
Customer Support
4

4
Reviewed on 11/05/2023

Great for customer support ticketing and tracking

We use Fresh Service for our customer support portal, with login access to self-help solutions, prompted responses, and messaging with live agents. The canned responses and auto solution recommendations are very helpful tools.

Pros

Simple layout, easy setup, very functional for support ticketing and tracking.

Cons

While many integrations are available, many don't work as desired or lack key features for full integration / automation of processes.

Top Freshservice Alternatives

Chris
  • Industry: Education Management
  • Company size: 1,001–5,000 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
3
Features
3
Ease of Use
4
Customer Support
2

3
Reviewed on 09/10/2022

Great software, spotty support

I have had several tickets so far where the second level support team have sworn could not work or told me that the functionality is not possible, forcing me to push back on them. At this point they suddenly realise that the product can actually do what I have said all along it should, only a bug is in the way.

On at least one occuration, they acknowledged a bug, spent weeks ignoring it, then when I asked for an update swore it wasn't a bug at all and I was just doing things wrong.... thus forcing me to escalate the case. In fact, on one occassion they submitted a set of incorrect repro steps, then blamed *me* for the mistake they made and told me there wasn't any problem!

Pros

FreshService is one of those frustrating products where the potential is so high and overall execution is done very well, but is let down by ridiculous bugs and even worse support. If Fresh could get to grips with this then I'd score them *very* highly. Unfortunately, they have not proven to be able to achieve this.

Cons

Reporting is dire. Bugs galore in modules you would not expect. Obvious features are missing, you try to work around them... and encounter a bug.

Denise
  • Industry: Marketing & Advertising
  • Company size: 201–500 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
4
Features
5
Ease of Use
4
Customer Support
5

4
Reviewed on 06/02/2023

Works wonderfully for automation and workflow

Everything related to work may be found in one convenient location. It's perfect for storing company guidelines, demands, and procedures. It also has pre-built connections to popular services like Gmail, Slack, and more.

Pros

Automated processes and operational flow. Adding a new integration and automating task pushes is a breeze. To date, automation has allowed us to cut our work time by as much as 60 percent.

Cons

While the sheer number of configuration options may seem daunting at first, you'll quickly gain the expertise to tailor freshservice to your exact needs as you gain experience with IT service management.

Rob
  • Industry: Publishing
  • Company size: 201–500 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 27/09/2022

A user-friendly all-in-one solution for the servicedesk

I am really happy I rolled out FreshService 2 months before Covid-19 forced all to work remote. We were able to support users from home ( IT was at home as well ) without issues.
FreshService contains a Solutions (knowledge-) base, users can request hard- and software like shopping online, very intuitive and user friendly

Pros

The ease to set it up : you can do it yourself without technical support. It comes with an app so it works on mobile devices as well, convenient if the laptop stops working.

Cons

You cannot change the webportal to your liking unless you have webdesign skills.

Alternatives Considered

ServiceNow Customer Service Management

Reasons for Choosing Freshservice

Costs

Switched From

TOPdesk

Reasons for Switching to Freshservice

Costs (yes, I'm Dutch..) the tool has it all and the ease of working with it.
Derrick
  • Industry: Retail
  • Company size: 501–1,000 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
4
Features
4
Ease of Use
5
Customer Support
4

5
Reviewed on 06/10/2022

Favorite ticketing solution so far

Overall I am very happy and don't have any plans to change the product

Pros

I have used several products before and Freshservice is by far the favorite because it has automation, integrates with many vendors and software that we currently use such as Dell and JAMF

Cons

The Admin setting section is hard to navigate through sometimes and hard to find settings I want

Alternatives Considered

Zendesk Suite

Reasons for Choosing Freshservice

Moved from an on-prem ticketing system to cloud. The previous product was not reliable and would crash often

Reasons for Switching to Freshservice

Better pricing and ticked all the requirements we were after
Marc
  • Industry: Printing
  • Company size: 1,001–5,000 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
4

5
Reviewed on 03/10/2022

Freshservice Helpdesk/Asset Management Review

Overall experience has been great. The product continues to evolve as well.

Pros

This software is easy to integrate with other 3rd party applications. It allows for ticket/service automations that can streamline workflows. Asset Management is extremely useful and easy to setup as well.

Cons

Wish you could get more granular with group/user permissions. In some cases, it's all or nothing.

Alternatives Considered

ServiceNow Customer Service Management

Reasons for Choosing Freshservice

Freshservice had many more features available. It was the right choice to fit our growing business.

Switched From

Spiceworks

Reasons for Switching to Freshservice

Functionality and Price
Ron
  • Industry: Mental Health Care
  • Company size: 51–200 Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 27/09/2022

The best helpdesk software I have used

Built-in approvals and automation were our most important needs, following that we wanted a system that integrated well with our asset management system or was capable of outright replacing it (which is pretty much what happened).

Pros

I love the automation and customization that is possible.

Cons

The only cons are that there is some minor missing functionality with automation (for instance, automatically creating a new ticket based on the properties of an existing ticket). I would still say it meets 99% of our needs though, so my only complaints are just nitpicks.

Alternatives Considered

Jira, Zoho Desk, ServiceNow and Zendesk Suite

Reasons for Choosing Freshservice

We needed more robust functionality and the on-prem version of Spiceworks was no longer being supported. With our desire for automation and approvals workflows, Freshservice was an obvious step up.

Switched From

Spiceworks
André
  • Industry: Business Supplies & Equipment
  • Company size: 10,000+ Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Features
4
Ease of Use
5
Customer Support
5

4
Reviewed on 10/02/2023

It's not just a one-size-fits-all solution, but can be tailored to fit our specific needs

Despite these setbacks, Freshservice has been an overall positive experience for our team. Its versatility and powerful features make it a great choice for IT management.

Pros

Freshservice has been a valuable tool for our IT management, offering ease of use, customization options, and a helpful self-service portal. The detailed reporting and effective communication channels have made a big difference for our team.

Cons

At times, customer support can be ineffective and some fields may be confusing to fill out.

Tom
  • Industry: Education Management
  • Company size: 1,001–5,000 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
4
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 20/05/2021

Freshservice Review

I've really enjoyed having Frehservice in our organization. It has made my job as a manager much easier in that I can easily review team performance, post announcements for the organization, and identify trends in issues or requests.

Pros

Freshservice has been a game-changer for our organization. The service catalog and user-friendly interface has allowed our employees to improve their productivity over the past 2+ years we have had the system implemented. The customizable forms and workflow has allowed our IT department to streamline processes and improve efficiency.

Cons

I wish the reporting capabilities were more customizable. There have been a few situations where I reached out to Frehservice for support on reports I needed but found the reports were not possible. The freshservice support team told me my reporting needs would be added to the list of potential "future enhancements'.

Reasons for Choosing Freshservice

Our previous product did not have a customizable system and did not provide our employees with a way to track their tickets once created. It also lacked any type of reporting capabilities.

Reasons for Switching to Freshservice

Cost and ease of customization
Benjamin
  • Industry: Construction
  • Company size: 201–500 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
3
Ease of Use
4
Customer Support
5

4
Reviewed on 20/05/2021

FreshService Internal Ticket Management System for Gehan Homes

We enjoy FreshService for the simplistic ticket management and communication it provides. It is also a secondary database for our asset management to cross reference our main database. We would like to see more curated automated reports for both tickets and assets. We would also like to be able to levarage the change management database, but it does not appear user friendly nor intuitive; so we may need training on this but we do not use it because we dont understand it. We are actively looking for change management.

Pros

Easy to build requestors and submit tickets via email and communicate with the end users we support for our internal helpdesk. Easy to spot trends and ensure service level agreements for ticket response times are measured appropriately.

Cons

The inventory management system at first was very unreliable, sometimes search wouldnt pull up names or info. It seems to have been developed and works much better, but I believe the backend database or tool used could be of better quality. It has come a long way from the beginning and is markedly better.

Reasons for Choosing Freshservice

ManageEngine cost too much for what we were using it for and it was also on premises. We needed something simple and cloud based and cheaper.

Reasons for Switching to Freshservice

Cost, ease of use, and provided the greatest benefit for a simple ticket and asset tracking system with the "possibility" of future developments in other areas of the system. We know FreshService was and is a growing company so we bet our money on the growth, we have not been disappointed, but of course would like to see more development in the areas of change management and maybe some more asset tracking features. Also, the customer service and support is STELLAR, I would say better than any vendor or product we use previously or currently. Bravo on the customer support, please never change how great that is, its more important than people might think.
Verified Reviewer
  • Industry: Information Technology & Services
  • Company size: 51–200 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Features
4
Ease of Use
5
Customer Support
5

4
Reviewed on 08/06/2021

Easily worth the price compared to other ticket systems.

Pros

After following a demo given by enthusiastic and cooperative Freshservice employees, we were sure of our choice.
The tooling is intuitive, user-friendly, responds quickly and very easy to set up. There are plenty of things that can be adapted to the needs of the company.

There are a number of options within the tooling that have certainly increased the efficiency of our employees and in the way customers create their own tickets.

The support and technical staff are excellent and an example for other companies!

Cons

The change module may be further expanded. A feature request has been created for this and the latest information shows that a number of improvements will be made this year.

Alternatives Considered

Jira, TOPdesk, Kaseya VSA and Zendesk Suite

Reasons for Switching to Freshservice

Before Freshservice, we used a tooling that was almost unusable, slow and cumbersome to use. No more innovations were made. The switch to Freshservice was a relief for our users, but certainly for our customers. Where we regularly received complaints about our ticket system before using Freshservice, we no longer receive any complaints.
Gemma
  • Industry: Information Technology & Services
  • Company size: Self Employed
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Features
4
Ease of Use
3
Customer Support
5

4
Reviewed on 28/09/2022

Happy with Freshservice

Overall I won't be able to do with all. Everything that is necessary to deliver our services on IT is ran by Freshservcie.

Pros

I like the fact it is simple in use and that I can offer my clients a solutions/helpdesk functionaliteit for manuals. As well manage my ITIL processes and asssest from 1 solution.

Cons

I am missing some helpdesk features I had before with Freshdesk. I think I had to 'give' in some of those nice features with the solutions, where you could index a page and make templates.

Alternatives Considered

TOPdesk

Reasons for Choosing Freshservice

I needed an all in solutions with assest management, change and problem management

Switched From

Freshdesk

Reasons for Switching to Freshservice

Price
Kathleen
  • Industry: Education Management
  • Company size: 51–200 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
4
Features
3
Ease of Use
2
Customer Support
5

4
Reviewed on 03/11/2022

FreshService is great for IT ticketing, terrible for project management

I dislike this tool and am ready to find a new solution.

Pros

It has made our issue and service intake much cleaner and easier since we have a ticket users can submit requests through and it gets sent to our team members as required.

Cons

Our team has been using FreshService for over a year now, and while it has made our issue and service intake much cleaner and easier, it is awful to use for project management. It is not intuitive, we have to remember all sorts of details to ensure our message gets through to team mates' emails, the calendar is not helpful, and we waste time by using this tool.

Chad
  • Industry: Automotive
  • Company size: 201–500 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
4
Ease of Use
5
Customer Support
5

5
Reviewed on 20/05/2021

Hard to find something better

Moving from a free ticketing solution I found FreshServices provided lots of features to allow us to automated mundane tasks and free up our time to work on more important issues and projects.

Pros

The vast number of features presented for a fair price. New features and enhancements are being made constantly.

Cons

Improvements could be made to helpdesk customization. A WYSIWYG interface with the option to go deeper to modify HTML and CSS would be nice.

Reasons for Switching to Freshservice

FreshService having a better workflow editor was the sole reason we chose it over the others.
Jose
  • Company size: 11–50 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
4
Ease of Use
5
Customer Support
4

4
Reviewed on 26/03/2018

Freshservice is quite a solid ITSM solution in the Cloud, with no investment in IT infrastructu...

The rapid deployment! Being Cloud, we were ready to start almost from day zero. The learning curve is quite smooth, and it was fairly easy to perform basic to moderate customizations on the portal and forms. Also the automation options were quite easy to follow (we basically used templates of the predefined ones) and one key for more novice users is that Freshservice has tutorials all around the solutions.

Pros

It's literally "pay and use". Zero footprint in your current IT architecture, everything is habdled via any compatible web browser. And yet it includes advanced ITSM functionalities such as asset management and CMDB, in which you mdeploy Probes and Agents to Windows, Linux and Mac devices to scan and inventory hardware and software. And like every other Freshworks solution, it's very customizable interms of UI, automation and notifications, as well as integrations with third-party solutions and via API for developers.

Cons

Perhaps adding new modules. Freshservice deals with this by integrations and automations, but out of the included modules (Tickets, Problems, Changes, Releases, CMDB, Projects, Solutions and Reports) you can't, at the moment, add a new one, such as Facilities or HR for example. However, provided that the included modules cover most, if not all, or ITSM's basic needs, and that the mnost generic modules (such as Tickets) are easily adaptable and customizable, that's not much of a problem.

Joe
  • Company size: 51–200 Employees
  • Used Daily for 1-5 months
  • Review Source
Value for Money
5
Features
4
Ease of Use
4
Customer Support
5

4
Reviewed on 15/09/2017

Great Help Desk Software, Particularly For Time Pressed Admins

The pricing for this product is very competitive which is great for the IT budget and value for dollar represent a good deal. I find the Support team is very helpful and responsive. This is not a complex product to set up but does take a little time to figure out how things work within Freshservice. I am very please overall.

Pros

SaaS based product so no on premises hardware or software. Setup is more than 10 minutes that some of the marketing indicates, but definitely not a complex setup. Once you understand the workflow things become fairly intuitive in setting up the software. The ability to process tickets from one screen, enabling you to reply, enter case notes and disposition the ticket from one screen is very good. Like anything there is a learning curve involved, but it becomes very straightforward to Administer. This is very important as I am handling issues, closing tickets and assisting end users so I do not have the time to spent an hour a day doing routine maintenance tasks. The technical support team is also very helpful.

Cons

Most of the issues have not been with things that do not work as much as do not conform to our individual work flows and processes. A few things that are challenges include that pasting into tickets using the portal does not work. Any screen shots or images depicting issues and end user is facing need to be added as attachments. By default you are given a long and not intuitive URL for your Portal. While you can create a custom URL it requires purchasing an SSL certificate or the connection is not secure. If a User submits a ticket via email and at a later time tries to create an account on the Portal it will advise them that the email is in use. To resolve this they just need to request a password reset, but it is not intuitive to the User, they think something is wrong.

Pascale
  • Industry: Telecommunications
  • Company size: 1,001–5,000 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
4
Features
5
Ease of Use
5
Customer Support
3

5
Reviewed on 06/10/2022

Easy to use and flexible ticketing system

Pros

Integreting FreshService to our current processes has been really easy. The technicians find it easy to use, and the self-service portal has been easily adopted by the end user. We deployed it over 2 weeks, and are happy with its evolution since then.

Cons

It is not always easy to have appropriate support. We need to provide a lot of information for some bugs to be resolved, specifically when it is related to login issues.

Geoff
  • Industry: Environmental Services
  • Company size: 501–1,000 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
4
Features
4
Ease of Use
5
Customer Support
2

3
Reviewed on 06/10/2022

Good solution, quirky business.

We have been able to make great progress with this platform. It is a powerful ticketing system and the workflow works pretty well. API interaction is available too, and this is more complex and not always documented.

Pros

Freshservice is a powerful platform and it has LOADS of features and strong no-code workflow management. We've been able to accomplish nearly all of our need functionality with this platform and have a large number of workflows to manage ticket flow.

Cons

Quirky and many undocumented things going on, tickets and service requests are not the same, analytics are quirky and painfully slow for large data sets. Support is great for simple things, but really disappointing when you have specific issues to your configuration, each time you are educating their team on your problem and they always require you to do the legwork to provide them information.

Anna Rabeeca
  • Industry: Pharmaceuticals
  • Company size: 10,000+ Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
3
Features
4
Ease of Use
4
Customer Support
4

3
Reviewed on 13/03/2021

An ITIL web-based help desk with effective ticketing and financial services

FreshService is a delightfully easy-to-use, easy-to-configure ITIL powered cloud-based IT desk management platform. FreshService suits brilliantly in companies whose employees require help from a broad spectrum of divisions. This offers customers the freedom to search for the choices that your business makes.

Pros

FreshService serves our association as like a helpdesk, allowing us to accommodate a range of requests across the group, handled by few departments. Thanks to the ability to develop a catalog of items for customer support, they will perform operations related to knowledge processing, facilities and many others. Through making various choices within admin row, you can customize the support desk to the desires of each team.

Cons

Workflow devices are awesome, but we also have issues with purchasing and business procedures are improperly applied because a variety of problems are reported in a one ticket. We can't discover the reports intended to be helpful and we like to be competent of building reports based on various areas or perhaps even keywords.

Richard
  • Industry: Textiles
  • Company size: 501–1,000 Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
4
Features
4
Ease of Use
5
Customer Support
4

5
Reviewed on 24/09/2020

Feedback

Positive - The entire team enjoy using it

Pros

I like the ease of use - It has been really easy to roll out to the userbase

Cons

Lack of customisation on forms and categories - I cant change labels etc

Alternatives Considered

SysAid and SolarWinds Service Desk

Reasons for Choosing Freshservice

We needed a fresh start

Switched From

SysAid
Daniel
  • Used Daily for 2+ years
  • Review Source
Value for Money
3
Features
4
Ease of Use
5
Customer Support
3

4
Reviewed on 19/03/2018

The system is easy to use and has an inviting design that everyone can get used to.

Our company has very specific requirements and this software is able to fulfill all of them.

We appreciate the continued development and clear control of the system. Management has better control over departmental processes.
The use of this software has shifted our customer service to a higher level.

Pros

The system is easy to use and has an inviting design that everyone can get used to.
Even after years of use, the system is constantly evolving and improving. Freshservice can always surprise us with new functionality.
The range of features can satisfy every big and small business. Depending on the needs, an appropriate cost plan can be selected.
We greatly appreciate various kinds of reports.

Cons

Technical support is sometimes really slow. Until recently, we were complaining about the searching, but it was improved in the last update.
The price for a complete set of features is quite high.

Adam
  • Industry: Real Estate
  • Company size: 1,001–5,000 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 16/06/2021

Slick and functional

We transitioned from SPiceworks to FreshService
We have not regretted the decision, it really is a great product

Pros

A very easy to deploy and easy to use package
Highly configurable, powerful, full of great features

Cons

Nothing missing, always updated with great new features.
No cons that we have experienced so far to date

Peter
  • Industry: Construction
  • Company size: 1,001–5,000 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 28/09/2022

Statisfied customer

Our helpdesk infrastructure has become more organised by using freshservice

Pros

- Ease of use, easy to set-up, lot of new releases and features, good customer support

Cons

No big features are missing. Employee-offboarding would be nice

Alternatives Considered

SolarWinds Service Desk and Zendesk Suite

Reasons for Choosing Freshservice

No longer supported

Reasons for Switching to Freshservice

Ease of use and ease of set-up
533 reviews