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

Really good ITSM tool to get started fairly quickly

What do you like best? The features that it provides hits most of the check marks that I have. Real east setup to grt started. Within a year I have added 10 customers to it. I expect to add customers in next 6 months at a much faster pace. Recently wrapped up a requirement audit for a major Public Cloud and this tool just amazed even the auditors that it could do so much at such a low cost. The kind of automation in terms of categorisation and scheduling of tasks is awesome. ...

Still Evolving

What do you like best? The product is still evolving, improving whilst always listening to their customers. We really enjoy seeing new features rather new gimmicks. What do you dislike? As a service, I cannot complain but in terms of daily usage, we do find the text editor to be lacking. In my opinion, it needs an overhaul allowing for easier, modern editing. What business problems are you solving with the product? What benefits have you realized? We are solving more that IT ...

Test Period Questions To FreshService

What do you like best? In our company we are started to create a Service Desk. But whats is the most important thing in the servicedesk... The Tooling!! After some research and googleing... We found Fresh Service. Inside our departmet we spoke about the search results and Fresh Service Became project. During the test period we had some quistions about the functinality and customalisation. We send an e-mail to the account manager, within a day we received an answer from the account manager ...

Intuitive and user friendly

What do you like best? I've been exposed to many ITSM toolsets in the past and, for my current team's needs, Freshservice is excellent. It's simple and elegant. What do you dislike? The customer satisfaction functionality is a little limited but would probably meet most organisation's needs. It could be improved by allowing surveys to be sent based on more granular parameters. For example, every tenth ticket resolved the team or by each agent. What business problems are you solving ...

Great ticketing system tool!

What do you like best? Easy navigation Simplistic way to setup automated tasks Organizes desired content accordingly What do you dislike? Does not have many customizeable features for specific cosmetic, reporting, or general use. Does not have VIP designations to be able to distinguish high priority tickets from VIP's in general ticket view. Does not show technicians that are online unless upgraded to Estate Plan (which isn't a major dislike Does not have a global ...

Excellent service and user experience

What do you like best? Navigating around and finding things is pretty straightforward. Their support team is always very responsive and helpful. What do you dislike? I wish the assets type list could be expanded by default. What business problems are you solving with the product? What benefits have you realized? Asset management is easy now.

User friendly access on ticket and change request

What do you like best? One of the best thing I like is change control request. What do you dislike? Not one of the worse thing but notification control is one of dislike part. What business problems are you solving with the product? What benefits have you realized? Helping customer with better ticketing status

Evaluation

What do you like best? Practical, easy to manage, dynamic reports according to the reality of the business, easy to customize What do you dislike? does not have any negative questions for evaluation so far, I believe that the tool sets out to do what is presented. Recommendations to others considering the product You can trust. What business problems are you solving with the product? What benefits have you realized? gerenciamos todos os chamados da empresa a nivel de TI, demandas ...

The best help desk solution our company could find

PROS & CONS What are the best aspects of this product? The entire team came to appreciate Freshservice because of its amazing remote tickets management. Having the full picture of our tickets was a critical issue for us, but now we have it on our browsers and our mobile devices. Getting rid of our local databases, and shifting towards automatic software was the best decision we’ve ever made. Another benefit is that updates and modifications are available to every person in the team. We ...

Great Customer service and responsive!

What do you like best? how I am able to quickly access help with chat functions What do you dislike? nothing the prodcut does exactly what I need What business problems are you solving with the product? What benefits have you realized? we are able to leverage the product for not only IT but Facilities support