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

Easy and with the Best User Experience

What do you like best? The FreshService UI is clean and intuitive. What do you dislike? Some of the automation workflows can be a little clunky. Very powerful, but you can’t do everything with it. What business problems are you solving with the product? What benefits have you realized? We moved from a clunky and unintuitive system. Our users love the ease of FreshService, dramatically lowering walk ups and increasing actual ticket counts.

Help Desk Software "Just Right" for our size

What do you like best? The ability to use pre-packaged emails and temolates or to customise our own. What do you dislike? Nothin yet...Things are looking good. I like everything I saw during Trial period, and Glad that we bought the usbscription What business problems are you solving with the product? What benefits have you realized? We are able to track and document issues as they arise, along with being able to run certain reports, even at a lower-price level of FreshService.

FreshService Review

What do you like best? Ease of use and setup and very prompt customer support What do you dislike? Would like a little more customization options. Recommendations to others considering the product While they are smaller than some of the bigger Service Desk products, they meet almost all of our needs for a small and midsize IT shop. What business problems are you solving with the product? What benefits have you realized? Help Desk Service Desk

Fresh-Service

What do you like best? Very user friendly and has the ability to show when someone is viewing the same ticket. What do you dislike? Not much really, it took about 30 minutes to get used to the new GUI and now I like it even more than the original. Recommendations to others considering the product try before you buy, it should meet most if not all your needs! What business problems are you solving with the product? What benefits have you realized? Primarily helpdesk and change ...

Good easy to use service desk

What do you like best? The ease of use. The UI is very simple and easy to navigate. What do you dislike? Lack of project management tools available What business problems are you solving with the product? What benefits have you realized? Response to client issues are made easy using Freshservice.

Great product, great service

What do you like best? I love the product interface and how many features it has. The features don't seem overwhelming because they are well designed. What do you dislike? I really dislike the inventory system. When i used it more than a year ago it was clunky and did not work well. It also had no way for me to audit my inventory. Recommendations to others considering the product A good audit for inventory What business problems are you solving with the product? What benefits have ...

Support in FreshService

What do you like best? Faster turnaround time of email reply and reliable What do you dislike? When replying the Support group does not send screenshots for faster understanding of the resolution What business problems are you solving with the product? What benefits have you realized? Everything

Great Job Shyam!

What do you like best? How informative and quick the responses were from Shyam! I love the fact of the chat! The Chat feature on the site is extremely helpful and makes things a lot easier to get resolved. What do you dislike? Nothing as of now! We have no complaints. We seem to have everything we need as of now. We are excited to see the new features as the tool set grows. Recommendations to others considering the product I would do it! Take the risk! You can customize the ...

An easy yet powerful solution for IT Service Management

What do you like best? The application is very responsive and can be used intuitively. Support is great and new features and enhancements are added. It is not perfect in every sense, but on a good way. What do you dislike? The API has some limitations and automation configuration has some limitations and inconsistencies. The gamification part is rudimentary. Recommendations to others considering the product Use the trial. What business problems are you solving with the product? ...

Satisfactory experience

What do you like best? Easy to contact the agent was assigned to my ticket. What do you dislike? Our issue took about 2 months to get it fixed but what matters is that it is resolved Recommendations to others considering the product It is a very good Ticketing system that I would recommend to companies What business problems are you solving with the product? What benefits have you realized? IT, Systems, Office requests, Training support