All Freshservice Reviews
1-25 of 558 Reviews
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Rich
Verified reviewer
Wholesale, 1,001-5,000 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
4
FUNCTIONALITY
5
Reviewed October 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.
PROSLayout 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.
CONSList of Integration possibilities are pretty small in comparison and hasn't really grown in the several years we have been using it.
Anonymous
1,001-5,000 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed September 2022
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.
PROSTicket 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.
CONSThe knowledge base could be better. You can't create more than two category levels and sometimes is not enough.
Reason for choosing Freshservice
It was the best option for us.
Reasons for switching to 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.
Chris
Education Management, 1,001-5,000 employees
Used daily for more than 2 years
OVERALL RATING:
3
EASE OF USE
4
VALUE FOR MONEY
3
CUSTOMER SUPPORT
2
FUNCTIONALITY
3
Reviewed October 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!
PROSFreshService 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.
CONSReporting is dire. Bugs galore in modules you would not expect. Obvious features are missing, you try to work around them... and encounter a bug.
Shayla
Verified reviewer
Internet, 1,001-5,000 employees
Used daily for less than 2 years
OVERALL RATING:
4
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed February 2023
An excellent customer service tool, Freshservice
We primarily use this system as our IT support ticketing system. The process of getting set up was manageable, and their customer service has been fantastic. Even though we'd like to see more individualization in the HR/IT onboarding requests we've developed, we've already done a lot of the groundwork. We had previously invested in Asset Management but have now abandoned it. You get out of the knowledge base what you put into it in terms of content updates and documentation.
PROSSuper simple for both IT managers and regular employees to learn and utilize. According on your membership plan, you have access to a wide variety of optional add-ons for your control panel. Extremely flexible, albeit occasionally annoying limitations surface.
CONSIn comparison to the things it provides, Freshservice's price tag is a touch steep, and the company's support team has occasionally experienced technical difficulties that have slowed its response times.
Reasons for switching to Freshservice
The response time from support is good, and the quality is decent. There are many options, both free and for a price, for enhancing one's standard of living. All in all, utilizing our SSO/MFA via Active Directory connectivity and
Lillian
Verified reviewer
Hospital & Health Care, 10,000+ employees
Used daily for less than 2 years
OVERALL RATING:
4
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed August 2023
Freshservice is a top-notch help desk solution
I use Freshservice to stay on top of my workload and respond quickly to any incidents that arise, most of which are related to technology at the company where I work.
PROSThe best thing about Freshservice is how simple and straightforward it is to use, both for end users and for the system administrator. Even first-time users will have no trouble grasping and implementing workflows because to the intuitive nature of the UI.
CONSSince I use Freshservice on a daily basis for both my job and my company, and since it is so intuitive and simple to operate, I really can't think of anything bad to say about it.
Reasons for switching to Freshservice
It's simple to understand for administrators and end users alike, and it doesn't take long to upgrade and maximize its potential. The already great core product may be improved with the help of the many valuable integrations made possible by the Freshservice marketplice.
Andreas
Human Resources, 5,001-10,000 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
3
CUSTOMER SUPPORT
2
FUNCTIONALITY
5
Reviewed August 2023
I like the Produkt
It is easy to use and i like the workflow automator
CONSOnly indian support not able to understand them good
Reasons for switching to Freshservice
Because Track It do not support multible E-Mail accounts and no html mails
Raghavendra
Hospital & Health Care, 201-500 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed August 2023
Freshservice is a real IT service
Good tool to implement not only in IT infrastructure but also to other deparments
PROSCollobration of tickets and task in incidents and tickets
CONSTransferring of tickets from one instance to another instance
Reason for choosing Freshservice
User friendly and more features and reporting structure
Reasons for switching to Freshservice
The features difference and more user friendly
Colin
Entertainment, 501-1,000 employees
Used weekly for more than 2 years
OVERALL RATING:
4
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed August 2023
Review of Freshservice
Very good experience. But when our organization became bigger and more systems were buildt, we found freshservice didn't have enough capability for integration. So it's hard to keep FreshService in our IT eco system
PROSIntuitive UI. Easy to self-study and self-deploy. Global wide search is very useful as well
CONSNot enough integration. Can't connect with other systems
Reasons for switching to Freshservice
Integration with WD, AD, Slack... many systems. Freshservice doesn't have that capability
Tejas
Information Technology and Services, 201-500 employees
Used daily for less than 12 months
OVERALL RATING:
5
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed November 2023
Manage your IT Service Desk, Freshservice gets it done
Great! IT Service Management has become lot easier with freshservice.
PROSEase of use, cross platform compatibility, multiple channels of support available.
CONSNeeds to be more flexible and feature rich in work automations and customized fields.
Reason for choosing Freshservice
because it was more feature rich as compared and a paid product with support
Anonymous
1,001-5,000 employees
Used daily for less than 12 months
OVERALL RATING:
5
EASE OF USE
4
VALUE FOR MONEY
5
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed June 2022
Freshservice - Fresh thinking, fresh system.
The interaction with the account team and the ease of migration to the full-blown service was seamless. A really impressive offering, that does what you expect and more.
PROSIts simplicity to deploy and customise to your needs is a real bonus for Freshservice, when compared with other offerings in the market.
CONSWe have no real misgivings on Freshservice.
Reasons for switching to Freshservice
Need the more powerful tooling offering to provide end to end ITIL functionality.
Chris
Civil Engineering, 201-500 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed January 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.
PROSVery 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.
CONSSome 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)
Reason for choosing 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.
Gemma
Information Technology and Services, 1 employee
Used daily for less than 2 years
OVERALL RATING:
4
EASE OF USE
3
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed September 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.
PROSI 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.
CONSI 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.
Reason for choosing Freshservice
Price
Reasons for switching to Freshservice
I needed an all in solutions with assest management, change and problem management
Braden
Civil Engineering, 201-500 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed September 2020
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!
PROSThe 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
CONSThey 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
Reasons for switching to Freshservice
Wanted a more modern solution with more options and a web portal based on an in house software or app
Kathleen
Education Management, 51-200 employees
Used daily for less than 2 years
OVERALL RATING:
4
EASE OF USE
2
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
3
Reviewed November 2022
FreshService is great for IT ticketing, terrible for project management
I dislike this tool and am ready to find a new solution.
PROSIt 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.
CONSOur 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.
Reasons for switching to Freshservice
Needed IT and Marketing to use the same systems according to leadership. Likely made the decision due to cost savings without thinking through the real needs of each team and how they differ.
Timothy
Hospital & Health Care, 201-500 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed April 2021
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.
PROSStreamlined 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.
CONSI would love to see more and better reporting - simplistic tools for creating reports limit advanced analysis in the tool.
Reason for choosing 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.
Max
Construction, 201-500 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
FUNCTIONALITY
5
Reviewed May 2021
Everything You Need In A Great Ticketing System
Excellent, see the Pro section. I wished I could paraphrase everything I wrote in that section to garnish this one, but time is limited.
PROSThere are multiple things that I like about the Freshservice platform. To start, the ticketing system that they provide is an amazing tool to keep track of issues and resolutions. You can easily search for similar issues and select a wide variety of categorizations to organize your problems and resolutions. I love the private note feature as well, we can suggest solutions to specialists working on solving an issue before it is escalated. Something else I liked about FS is their asset management utility. The Freshservice agent that is installed on the computers make it easier for admins to see who is the last person who signed in to a computer. This helpful in occasions where we have to rule out what computer is assigned to someone when we forget to update the asset. Overall, the Freshservice inventory system is the best I've used in my professional career. Now let's talk about my favorite feature - the API. I was surprised to learn that FS had an API. I was able to thoroughly test their API and develop our own apps. Very pleased with this aspect. I also enjoyed using their admin tools to create workflows, notifications, scenarios to automate and make the ticketing solution more effective. Being able to document things here is also very easy. You can add images, create tags, and alter publications from their editor. Never had any gripes with this. Lots to like here!
CONSThere are actually very few cons. If there is anything bad to say is that I wished the API returned some more relevant results for what I was looking for. For example, I had to jump through a few more requests that I wanted to convert some values to get something else I needed. Yes, seriously, that's all the bad I can say; we are nerds here at Royal. I was able to code very cool apps with the API.
Dave
Used daily for less than 6 months
OVERALL RATING:
4
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed March 2018
Feature packed ITSM which has room for improvement.
Moving from a shared mailbox it has been a lot easier to manage incoming incidents and track who is working on which ticket. Being an ITIL based ITSM we can now properly track system changes and gain approval across the business based on our business processes.
PROSSimple to use - one of the main reasons we went with FreshService was that during a trial of many other systems FreshService was by far the easiest to setup and configure. This means more time doing other projects rather than administering the helpdesk system. Powerful Automations - my trial version had the new Smart Workflow addon which made creating complex workflows very easy and simple. There is still room for improvement and some fields cannot be used in automations e.g. Impact or Urgency. Self service catlog - its a nice to have and allows easy segregation of Service Requests compared to Incidents, the custom forms are nice although would be better to dynamic i.e. drop down of all requesters for example. Branding - nice branding options and easy to use giving full access to CSS / HTML although not as easy to manipulate as ZenDesk. Self Service Portal - We haven't rolled this out to end users yet but the portal is easy to use and with the branding options can be customised. The embedded widget is also useful and can be embedded into SharePoint.
CONSReporting - very limited compared to some systems although improvements are on the road map. Software Assets - confusing to use as you have to track each software item as an asset, cannot easily search on what is installed on computers across the database. Again improvements coming on the road map. Dashboard is useless - current implementation of the system gives a very basic overview of the system and an activity log. We don't use it as it doesn't provide any useful information. Certain Form Fields - you cannot change the default fields or even hide them without using JavaScript, this means I have had to create custom fields to tell my agents to ignore certain fields which isn't ideal. Also the categories list is shared among tickets, our change requests differ from our incidents. SLA breaches - compared to ZenDesk it isn't as easy to see when a ticket is due to breach SLA. Currently the ticket interface only shows Resolve Due date and not response due date, the response due just appears in the main ticket view when its close to expiry. Not ideal but workable.
Kimber
Education Management, 5,001-10,000 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
3
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed June 2022
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
PROSThe 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.
CONSThe 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.
Reasons for switching to Freshservice
Web HelpDesk was clunky, antiquated, and no longer met our needs.
Andy
Retail, 1,001-5,000 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
3
FUNCTIONALITY
4
Reviewed September 2022
Long time user
similar to most big orgs, initial contact and simple issues are resolved quickly. more complex issues take a longer for them to understand and get under control. also there seems to be a fast turnaround of account management staff, so continuity over time is difficult
PROSease of use for admins to control tickets via simple to use interface
CONSnew features take several revisions to get working correctly / fit for OUR purpose
Reasons for switching to Freshservice
better UX
Zac
Broadcast Media, 501-1,000 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed September 2020
Excellent service
Very happy
PROSEase of use, customer support and nice layouts
CONSSome things not configurable which makes us having to do workarounds
Reason for choosing Freshservice
Cost
Reasons for switching to Freshservice
Cost
Chad
Construction, 1,001-5,000 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed May 2023
Create the support system that fits your organization!
Freshservice is a wonderful service management product! We use it for handling all our tickets and service requests. It differentiates between incidents and service requests so you can create a whole catalogue of hardware/software items that users can request. You can add approval requirements to these service requests and can create custom workflows to automate certain processes for incidents and requests.
CONSThe Project Managment module is a little underwhelming. Feels a little underdeveloped and the visual interface and functionality fells somewhat lacking. We use the Kanban method of project management and Freshservice doesn't give us the ability to manage projects using that method. It uses lists and gantt charts. However, and a service desk management tool it is great!
Matthew
International Trade and Development, 51-200 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
3
VALUE FOR MONEY
4
CUSTOMER SUPPORT
4
FUNCTIONALITY
3
Reviewed May 2022
Ok for the price but better software exists in almost every area
Freshservice has been a really useful tool for us over the past seven years. We are actively looking for replacement software because of its limitations, especially around ticket management. It's a good basic platform for the cost but there is better software out there.
PROSThe nuts and bolts of service catalog, tickets for agents, basic asset management and automation within the platform are all solid and entirely usable. We have been using it for a few years because it does the basics well, is robust, and is fairly priced for the quantity and quality of its features.
CONSTicket management is cumbersome as soon as you want to manage or prioritise your workload. The kanban view is limited. Ticket management exists only in list form. There is no effective way to plan your working week. This might be ok if you're handling only issues but if you're producing anything, it's very limiting. Ticket management should be this platforms bread and butter but it is only basic.
Marty
Shipbuilding, 1,001-5,000 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
4
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed August 2023
Freshservice
The ease of use and flexibility of the product is what makes this a great product to use. The customer service is also very efficient with any issues we may have.
CONSThe asset management interface could be improved.
Reasons for switching to Freshservice
Product was outdated
Shaun
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
4
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed April 2018
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
PROSFreshservice 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.
CONSWhile 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.
Richard
Textiles, 501-1,000 employees
Used daily for less than 12 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed September 2020
Feedback
Positive - The entire team enjoy using it
PROSI like the ease of use - It has been really easy to roll out to the userbase
CONSLack of customisation on forms and categories - I cant change labels etc
Reasons for switching to Freshservice
We needed a fresh start