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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- Industry: Automotive
- Company size: 1,001–5,000 Employees
- Used Daily for 1+ year
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Review Source
Probably the best tool for Help Desk Management
This is probably the best I used for ticketing. The support is really good, the only bad thing is that you have to contact mostly via chat.
Pros
The features it provides are really good. The ticketing flow is easy to follow, we can handle our Service Catalog, integrate with Active Directory, manage Asset Inventory and now we started using the Project management tool.
Cons
The configuration (Initial Setup) is kind of complex. Design the flows is friendly, but complex if you have many rules, but the good thing is that support guides all the way during this process.
- Industry: Information Technology & Services
- Company size: 10,000+ Employees
- Used Daily for 2+ years
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Review Source
You can do a lot of great things with Freshservice
Complete platform for IT service management and reporting on client needs. It gives me the ability to develop material that can be provided as assistance to customers, as well as report back internally to the team and to top board management.
Pros
I appreciate that it is not only affordable, but also demonstrates a lot of value due to the fact that it comes with a lot of features considering how much it costs. FreshService is capable of competing with ServiceNow in terms of IT service management, and I am accustomed to utilizing ServiceNow.
Cons
The constraints placed on portal design, in addition to the requirement of having HTML coding skills. I have not been able to determine whether or not it is possible for us to have parent portal sites that include kid pages, and the process of developing these pages will require experience in coding.
- Industry: Transportation/Trucking/Railroad
- Company size: 501–1,000 Employees
- Used Daily for 1+ year
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Review Source
A pretty solid tool for managing tickets
Freshservice, in comparison to the old system we used for tickets, is great. Lots of tools to manage tickets faster. Only issue I've had is with how they made changes to how tickets get get updated. Tickets used to have a "x ticket(s) updated" prompt you could click on, but now you have to refresh to see changes. Also, an option to turn off pop-up notifications under the "get help" window would be nice. I often find those confusing when my tabs have a 1 by them and it isn't for a ticket.
Pros
Freshservice has lots of features and tools to make managing tickets easy.
Cons
Some small bugs/performance issues have been around since my company has been using them (over a year now)
Top Freshservice Alternatives
- Industry: Computer Software
- Company size: 11–50 Employees
- Used Daily for 1-5 months
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Review Source
Freshservice has made managing IT requests a breeze. Highly recommended!
Pros
The user-friendly interface and automation features have saved me time and effort.
Cons
I wish the reporting and analytics capabilities were more robust. Some additional customization options would be helpful too.
- Industry: Hospital & Health Care
- Company size: 201–500 Employees
- Used Daily for 2+ years
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Review Source
An Enterprise-grade IT Management System
Freshservice helps us drive intelligent decisions by letting us track data and streamline service management across teams using a unified platform for improved visibility and efficiency.
Pros
Freshservice is innovative and new features and improvements roll out frequently.
Most of the ITSM features are flexible and can be modified to meet the end users' needs.
Cons
Inbuild Reporting and Analytics are complicated and do not always yield the desired results
Reasons for Switching to Freshservice
Covers all aspects of ITSM in a budget-friendly way. Very easy to implement and use.- Industry: Information Technology & Services
- Company size: 51–200 Employees
- Used Daily for 2+ years
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Review Source
Freshservice can help you work more efficiently.
If I have to make a new system choice today, I would choose Fresh again.
Pros
In Fresh, the company can achieve a comprehensive ticket management solution. It's enjoyable to work in Fresh. It's educational, visually appealing, and helps us in our operations to deliver to our customers.
Cons
Some of the requests we've made take time to be incorporated into the Fresh roadmap.
Alternatives Considered
Zendesk SuiteReasons for Switching to Freshservice
Several of our employees had more experience with Fresh than Zendesk. That's why we chose Fresh.- Industry: Information Technology & Services
- Company size: 1,001–5,000 Employees
- Used Daily for 1+ year
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Review Source
Freshservice is the best ITSM, our users love it!
After using several ITSM tools, Freshservie deployment was very easy and it fits 100% with our needs at an affordable price.
Pros
Ticket management is great by itself but if you uses it with workflow automation it's awesome.
You can configure as many user portal as you want and it was a requirement.
Inventory is also great module.
Project management help us not only in the helpdesk team but also in other areas of the department.
Cons
The knowledge base could be better. You can't create more than two category levels and sometimes is not enough.
Reasons for Choosing Freshservice
OTRS was very difficult to configure and sometimes you couldn't find the way to configure it to fit with your requirements. Spiceworks is for little companys.Reasons for Switching to Freshservice
It was the best option for us.- Industry: Education Management
- Company size: 201–500 Employees
- Used Daily for 2+ years
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Review Source
Great ITSM for Small team
Pros
We use Freshservice in a small team and it works great for us. It is very easy to use. It provides all ITSM requirements. Overall it meets our requirement in IT, security and accounting team.
Cons
So far we are happy with the product and don't have anything to dislike about it.
Alternatives Considered
JIRA Service ManagementReasons for Switching to Freshservice
Easy to work with. There is no complexity compared to Jira.- Industry: Consumer Electronics
- Company size: 11–50 Employees
- Used Weekly for 2+ years
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Review Source
Freshservice is a lifesaver for keeping track of IT issues and requests!
Pros
Easy-to-use interface, great for ticket tracking and efficient team collaboration.
Cons
Reporting features could be more robust, and it lacks some advanced customization options.
- Industry: Mechanical or Industrial Engineering
- Company size: 11–50 Employees
- Used Monthly for 1-5 months
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Review Source
User-friendly and Organized
Pros
Freshservice is how we submit requests for assistance to our IT department. It is extremely user friendly, and the department was able to create solutions that employees could search (like FAQ's) to troubleshoot their own issues prior to submitting a ticket. Once a ticket has been submitted, the IT employee receives an email and is able to respond via that email, shortening response time. Tickets are also able to be sorted/filtered easily, making everything feel organized. Personally, I always dread having to bother IT as I'm sure they are kept busy, so I was grateful the process seemed streamlined for them (from a non-IT perspective.)
Cons
Luckily, I have not yet had many issues requiring me to submit IT tickets, so cannot say I have experienced a negative.
- Industry: Information Technology & Services
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
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Review Source
FreshService is Great but not consistent
It's amazing! it's just hard for me to hand over some of the responsibility due to the steep learning curve. Support could really do with arranging time to speak to you instead of email tennis, support can be slow but some agents are stella!
Pros
The way it can be used to report on bottlenecks and problem areas as well and programmed to tackle them is a game changer. It's great but you do have to know what changes impact others and I think it could be made more clear even for those with experience it wouldn't hurt and for those learning it would speed up the learning curve a lot.
Cons
Inconsistencies in user interface. Menus and options and ways of changing things differs on newer or older modules. Also the Employee Onboarding is great but a pain to adjust if you wish to change the Stakeholder order and initiators. Also linking to AD groups for requesters and agents would be ideal.
Alternatives Considered
ServiceNowReasons for Choosing Freshservice
KACE was old and lacked options. I had FreshDesk experience and suggested FreshDesk but we landed on FreshService which make FreshDesk look like BETA software.Switched From
KACEReasons for Switching to Freshservice
Previous experience using FreshDesk and how it was beneficial to our needs.- Industry: Education Management
- Company size: 201–500 Employees
- Used Daily for 1+ year
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Review Source
FreshService keeping ITSM fresh in modern systems
Over the course of a couple of years, we struggled to find the right ITSM solution that keeps it friendly for our end users to report issues while providing powerful tools for administrators to be ahead of the curve. FreshService brought a lot more than ITSM to the table. FreshService brings features for IT Operations, such as Service monitoring or alerts, to Asset management that integrates with our MDM solution—making the switch to FreshService has been easy, and adopting new best practices to provide an even better experience overall.
Pros
The biggest pro that FreshService brings to our organization is having a single pane of glass for all the information I need. From keeping track of incoming tickets into the system to monitoring important assets, FreshService has made it easy and simple to move into the product.
Cons
I feel that if I name any feature here that I don't like, the next month, they will have an update to make it better. That being said, because they are fast moving forward, that can interfere with workflows or automation you have in place since they introduce new ways to do "X Y Z," but it retires "A B C" in the process.
- Industry: Civil Engineering
- Company size: 201–500 Employees
- Used Daily for 1+ year
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Review Source
Great IT software
love the product, was very easy to set up and integrate into the company, very nice customization options to really make it your own, and anytime we have had an issue we usually get a response very fast from the team so we are never held back for too long on anything!
Pros
The ease of use is a huge plus to us and to all of the end users, it is very straight forward for everyone to use, well integrated into the company super easily and multiple ways to access via the website, mobile app or even just an email, makes our jobs much easier, and the hardware management is also a huge plus being able to track it all
Cons
They are working on it now but I wish it had a better tracking of what was installed in certain hardware, at the moment they do not show all of the components just most of the major ones, would be a nice thing to have it all
- Industry: Farming
- Company size: 201–500 Employees
- Used Daily for 6-12 months
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Review Source
Easily worth the price compared to free ticket systems
Extremely positive. Previously was using HESK as a free ticket system and also demo'd a few other options before settling on Freshservice.
The paid features of Freshservice more then pay for themselves.
Pros
Makes dealing with a large number of tickets very simple and intuitive. Improves response time and productivity of helpdesk.
Cons
The settings/configuration is not super intuitive.
Reasons for Choosing Freshservice
Lack of featuresSwitched From
HESKReasons for Switching to Freshservice
Better pricing. Better features for internal IT departments (as opposed to MSP focused ticket systems)- Industry: Machinery
- Company size: 1,001–5,000 Employees
- Used Daily for 6-12 months
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Review Source
Freshservice
Freshservice is by far the best help desk/ticketing system I've ever worked with. The speed and ease of use make Freshservice the best help desk platform I've ever worked with in my 15 years of IT experience.
Pros
For our users its been a real nice tool for submitting help requests into our IT department. A variety of options and configurations allowed us to customize our Freshservice portal to provide our users with the best help desk experience possible.
Cons
I wish I could add my own custom pages to the custom help desk portal. Love the ability to customize the current portal but it would be even better if I could add my own custom pages to the portal for instance ~ a secondary onboarding portal for a different HR team in our company.
- Industry: Hospital & Health Care
- Company size: 201–500 Employees
- Used Daily for 1+ year
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Review Source
FreshService provides many of ServiceNow level functions - but without the price tag
I have implemented in my current and previous organizations. It has solid overall build quality and supports ITIL standards and data capture in many areas. We also have the asset tracking component which has been helpful.
Pros
Streamlined interface has been easy for our IT team to learn and use. I like the ability to track and link incidents, service requests, changes and problems. Does what we need.
Cons
I would love to see more and better reporting - simplistic tools for creating reports limit advanced analysis in the tool.
Alternatives Considered
Dynamics 365Reasons for Switching to Freshservice
FreshService has a significant focus on IT management, where D365 doesn't, so we didn't have to build out custom functionality with FreshService.- Industry: Education Management
- Company size: 51–200 Employees
- Used Daily for 2+ years
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Review Source
Freshservice Review from a daily user and admin
My overall experience with Freshservice has been really good (despite the cons I listed). The interface from Agent point of view is easy to navigate, the ticket/problem/change management is clear. From an admin point of view, everything is well group under the admin section and even if you don't have experience with Freshservice you will find yourself picking everything up pretty quickly.
The mobile app, while clunky, is still a good way to get notified about tickets coming in (especially urgent ones), and checking for replies and approvals. Bonus points for providing single sign on options (SSO).
Customization is solid and allows you to integrate your company branding quite well. Good, and easy to create, manage, edit knowledge base system.
Requesters have a very easy time creating a ticket in case of an incident.
While it can feel frustrating to have to contact Freshservice support for some things, I can say that my overall experience has been very solid with their support and they have even taken and implement a number of our feature requests.
I would most certainly recommend this product.
Pros
- Easy to use
- Good platform to manage incidents/problems/changes/releases as well as requests
- Good CMDB for managing company assets
- Pretty simple to perform administrative tasks
- Good customization
- Has mobile app that will notify you when someone performs an action on any of your items (Such as assignment of a ticket, replies, approvals, etc.)
- Had good experience from Freshservice support staff
- Has the ability to integrate into your domain account via Single Sing-On (SSO)
- Good solution for storing your IT Support based knowledge base
Cons
- Customization could be better in some areas
- Some changes require you to contact Freshservice support directly
- Digital asset management is a bit clunky
- Mobile app is not as intuitive as desktop experience and can feel difficult to navigate for some users
- Noticed that at times, usually in the morning hours of EST time zone, Freshservice access cuts out for 5 minutes
- Industry: Education Management
- Company size: 5,001–10,000 Employees
- Used Daily for 2+ years
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Review Source
Good, but not quite great
FreshService is definitely an improvement over our previous system, and we like it, but it's not all it could be. That said, they make frequent updates and are noticeably trying hard. It's a good solution for the money, but if you have the budget and want robust project management, change management, knowledge base, asset tracking inventory features, there are likely better solutions
Pros
The FreshService implementation team was very easy to work with and provided excellent customer support. They did a great job of keeping us on the timeline we had set. General tech support is very good as well. I always get a response within a day. I've also enjoyed working with their robust API so that I can make customizations.
The ticketing system, which is by far the most commonly used feature, is excellent.
Cons
The knowledge base feature leaves some things to be desired. There is no ability to create a template so that multiple people can write articles with a consistent look. The user side can be customized with Javascript and CSS, but the agent side can't be. The result is that knowledge base articles look different, depending on who is looking at them, and whether the article content is included in an e-mail or being accessed from a URL.
The project management feature is confusing and not particularly intuitive. Especially when it comes to altering dates for tasks that must happen in a sequential order.
- Industry: Environmental Services
- Company size: 501–1,000 Employees
- Used Daily for 2+ years
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Review Source
A Deep Dive into Freshservice Performance and Features
Overall Freshservice does the job that we needed but not allowing us to use the latest features effectively. As the use cases differ from company to company this should be taken into consideration and have a 1 to 1 meeting to help users use the latest features effectively.
Pros
1. Ticket Handling is Simple, effortless and straight forward.2. Automation of tasks can be done easily.3. Contract Management helping us a lot in digitalizing.4. Asset management and tracking is very helpful as we used to excel previously. 5. Build in Knowledge base help us prepare and save documents and procedures for repeated issues.6. SLA Management help us in providing better service to customers
Cons
1. Customer service can be improved. Almost every time when i reach service with an issue, i get an answer that its not possible.2. No options to submit a feature request, Customer service is refusing to take a request.3. Some of the features like Team integration are not usable with the Customer service ID, that feature will help many customers.4. account managers take a lot of time to respond and they dont talk directly they redirect you to customer service without even discussing about the problem.
- Company size: 11–50 Employees
- Used Daily for 2+ years
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Review Source
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.
- Industry: Food Production
- Company size: 201–500 Employees
- Used Daily for 2+ years
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Review Source
Easy to use ITSM system that lack proper integration with other platforms.
Overall Freshservice is an easy to use and deploy platform that will work in small and medium size organizations. It has lots of feature to make repetitive tasks automated.
Pros
Incident and Service requests is the module I like the most, specially because IT support can
Cons
Inventory and Software management.
The agent installed in workstations sporadically stops working and IT support must install the manually for it to continue reporting on the asset. When deploying hundreds of assets, this becomes very tedious.
Also, the Probe used to scan network and synchronize AD with Fresh lack a lot of functionality and it doesn't provide enough information about a multitude of non-workstation assets after scanning.
Alternatives Considered
ServiceNowReasons for Switching to Freshservice
Price and ease of deployment.- Industry: Information Technology & Services
- Company size: 5,001–10,000 Employees
- Used Daily for 2+ years
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Review Source
Offers a lot of features
It meets our expectations for managing tickets. We have experienced some bugs and they get resolved quickly.
Pros
We use it for tickets and issue resolution mostly. The software offers contract management, project management, asset management and other features at a very basic state.
Cons
We tried asset management for a while and it felt extremely short so we had to switch to a different product. Project management we did not even try because it is extremely basic. Maybe they should stick with the core of their product which is tickets and issue resolution.
- Industry: Consumer Goods
- Company size: 501–1,000 Employees
- Used Daily for 1+ year
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Review Source
The Best IT Helpdesk Software
It has been an overall great experience and I highly recommend it.
Pros
I love how easy it makes it to manage support tickets and requests; while also being able to handle bug, change and release management for the IT Team.
Cons
Despite having quite robust automations, some of the automations have limitations that require code or change requests to the FreshService team to be made.
- Industry: Environmental Services
- Company size: 501–1,000 Employees
- Used Daily for 2+ years
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Review Source
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.
- Used Daily for 1+ year
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Review Source
Freshservice is a very simple web based portal with a great deal of functionality.
Freshservice is an easy way to manage and resolve issues by following the ITIL proces
Pros
Freshservice follows the ITIL process which means it is easier to structure in a way which works for our business. Tickets can be raised by internal users or customers outside of the business allowing for greatly improved communication. Tickets are easy to manage in terms of responses and audit trails. The service catalogue is a great feature, this allows us to capture all the necessary information first time every time. Outside of tickets and communication there are a vast amount of admin features, one we commonly use is dispatcher. This allows our business to create rules for tickets/service requests that hit the helpdesk. This in turn saves time and further increases productivity. The ability to create reports is a great way to identify where we can improve and provide a much improved service to our users.
Cons
While the admin features are vast, on occasions it can be difficult to locate what you need unless you know your way around. However, it's not impossible and with time does become easier.