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

Easy to use

What do you like best? We use Freshservice to keep track of issues that we have in our own software. It's a huge help that we now have one place where our people can report and track the progress of issues. When we have feedback or problems for freshservice they always help us is a quick and friendly way. What do you dislike? Some translation are not completely correct. What business problems are you solving with the product? What benefits have you realized? We use Freshservice to ...

The best helpdesk software online!

What do you like best? It's easy to administrate and setup, flexible, robust, with a lot of benefits to offer a good helpdesk service. What do you dislike? I have been found an improvement in the service. I was working on the knowledge base and I wanted to upload a file, but I have a limit for attachments of 15 mb, it would be great if this limit could be more higher. What business problems are you solving with the product? What benefits have you realized? I have been able to offer ...

Quick service - Very helpful

What do you like best? Able to email and get a response back within the hour. What do you dislike? Some solutions required are still under development What business problems are you solving with the product? What benefits have you realized? Efficient and automated processes, help us manage hundreds of clients with a very small team.

Quick and speedy assistance!

What do you like best? The time it took for someone to receive my request and respond was great, and even though there was correspondence back and forth my ticket was resolved in a few hours What do you dislike? I can't say that there is anything that in dislike about the assistance I received What business problems are you solving with the product? What benefits have you realized? This is the ticketing system that we use for internal and external users to submit tickets and ...

Cool way to keep your support under control

What do you like best? Simple to use, great features to keep tracking of a support ticket. What do you dislike? Plans are a little bit odd, also I would prefer a simpler interface, and fewer options when capturing a ticket (sometimes just adding a note is enough Recommendations to others considering the product First, decide if you are going to use it for external customers or internal users. It's a world of difference in terms of configuration. What business problems are you ...

Good for small teams.

What do you like best? Relatively easy after some review. The signup takes some time but I use it every day to create tickets for my colleagues to work on as well. What do you dislike? Mention that the trial keeps users at Sprout level. I was under the impression that my use would terminate if I did not choose a package. Sprout works great for us though. What business problems are you solving with the product? What benefits have you realized? We use freshservice for logging tasks, ...

One 360-degree ITSM solution with great support

What do you like best? We use Freshservice since 2015 as our internal ITSM solution for IT support, services-catalog, asset management, contract management, self service portal and reporting. Everything is combined in one unified solution. Freshservice is providing outstanding and very customer focused support. Freshservice is very flexible. There was nothing we couldn´t do with scripts and extenstions to fit our needs and to customize the product. The overall stability is very good, we ...

Been a user of FreshDesk and now FreshService at two jobs, very happy with the solution

What do you like best? FreshWorks offers a refreshing ticket/support experience by engaging directly with the requester. Sign in with Google is great for schools using Google Apps for Edu. What do you dislike? Only complaint is that we need to upgrade to the mid-tier pricing for scheduled reports. The other features available at that price level are not beneficial to us but scheduled reports would be nice to have at Blossom. Recommendations to others considering the product Make use ...

Quick support service response

What do you like best? Very quick support responses to tickets and What do you dislike? nothing to dislike, everything about the service is great What business problems are you solving with the product? What benefits have you realized? Ease of managing and tracking tickets

Simple to use ITIL cloud-based incident and change management system

What do you like best? Simple to use, no need to install software onsite, knowledge-base for user and agents is well implemented, allowing users to see solutions as they raise an incident. Constantly updated to add new useful features. Active Directory integrated for user accounts What do you dislike? Asset management doesn't currently tie into our existing software deployment/inventory systems - Jamf Pro and ManageEngine Desktop Central. Removing requesters needs some ...