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Freshservice

Score8.4 out of 10

339 Reviews and Ratings

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What is Freshservice?

Freshservice is a cloud-based service desk and IT service management (ITSM) solution that currently serves more than 10,000 SMB, mid-market, and enterprise customers worldwide.

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Categories & Use Cases

Media

Screenshot of Android App Support
Screenshot of Asset Management
Screenshot of Project Management
Screenshot of Asset Management
Screenshot of Change Management
Screenshot of Project Management
Screenshot of Release Management

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Screenshot of Android App Support

Freshservice Key Features

Learn about the best (and worst!) features Freshservice has to offer, as determined by TrustRadius' reviewers.
Based on 339 ratings of Freshservice's features
View all Freshservice features

Top Performing Features

  • Organize and prioritize service tickets

    Prioritize tickets to ensure most urgent are tackled first

    Category average: 8.9

  • Self-service tools

    Repository of information documenting common issues and known resolutions which can be accessed directly by users

    Category average: 8.1

  • Subscription-based notifications

    Users subscribe to notifications for ticket updates

    Category average: 8.4

Areas for Improvement

  • Service restoration

    Impact assessment and automated fixes for common problems

    Category average: 7.9

  • Change calendar

    Calendar showing change schedule to stakeholders

    Category average: 7.9

  • Asset management dashboard

    Dashboard showing organization's software portfolio

    Category average: 8

Who Buys & Uses Freshservice

Freshservice Reviews

What users are saying about Freshservice.
View all Freshservice reviews

Pros

  • User-friendly interface and straightforward setup
  • Effective foundational ticket management system
  • Strong integration options with third-party and Freshworks products

Cons

  • Limited advanced automation scripting options
  • Need for more robust reporting and analytics dashboards
  • Lack of native integration for certain third-party services

Freshservice a fresh approach

Incentivized
Mohammed Alhassan
Expert ITSM Engineer in Information Technology at THIQAH (501-1000 employees employees)

Use Cases and Deployment Scope

We use Freshservice on a daily basis in everyday ticketing, the solution serves as the main internal ticketing system and itsm tool for all the employees.

Pros

  • Ticketing
  • Change Management
  • Asset Management
  • Projects management

Cons

  • Rebranding for Agent portal
  • Customizing the change lifecycle
  • Automating change ticket submission
  • SLA for Approvals

Return on Investment

  • System increased our digital transformation by more than 80%
  • Significantly better employee satisfaction results were achieved
  • The system increased the productivity by reducing the load by 50% on agents by using automation tools

Other Software Used

Freshchat, Freshdesk

Freshservice An emerging top contender for ITSM

Bruce Magcamit
System Administrator in Information Technology at Peak Support LLC (1001-5000 employees employees)

Use Cases and Deployment Scope

We are using Freshservice as our primary ITSM tool. This helps us manage issues reported by our employees, provide our services, and manage problems and changes on our environment. Freshservice also helps us with Asset management.

Pros

  • Configuring settings in Freshservice is simple specially on integrating other tools.
  • It has complete modules for ITSM
  • The interface and reports are simple yet effective
  • Support experience is excellent

Cons

  • Automations need improvement such as being able to run scripts or codes based on an event
  • The search functionality needs improvement specially on keyword searching. A lot of filters are already available but it lacks flexibility.

Return on Investment

  • Freshservice helped us manage Incidents on a systematic approach
  • Freshservice helped us enforce our SLAs

Alternatives Considered

ServiceNow Now Platform

Other Software Used

Microsoft 365, Island, NinjaOne, Check Point Harmony SASE, Hyperproof

Usability

New IT Ticketing System: Adopting a best practice from the ITIL Framework on Incident Management

Incentivized
Andy Wong Wing ChoView profile
Senior IT Manager in Information Technology at Yinson Holdings Berhad (201-500 employees employees)

Use Cases and Deployment Scope

Freshservice is mainly used by our company IT ServiceDesk agents to support end users throughout all departments for office globally (Malaysia, Singapore, Norway, UK, Brazil, Amsterdam, Nigeria and Ghana) for the past one year. Until recently, we soft-launched to end users to submit their IT issues via the Freshservice portal and assigned to IT ServiceDesk agents.

Pros

  • Ease to submit ticket
  • User can monitor their own tickets
  • Easier and automated reports send to respective IT personnel
  • Easy to modify the Form Fields
  • Easier administration

Cons

  • Auto-assign does not work very well even the Agent option has been enabled
  • The new analytic reporting quite confusing and need to learn it
  • Good to have a version control on workflow automation that allow me to rollback if there's any issues.

Return on Investment

  • Satisfied with the investment
  • User experience is good and we are currently working with the new user interface
  • Admin able to perform a great amount of customization without much coding involved to fit the business needs.

Alternatives Considered

SymphonyAI Summit

Other Software Used

SymphonyAI Summit, ServiceNow IT Service Management, IFS Applications

Great Product feature set is the best bang of the buck

Incentivized
Verified User
Engineer in Information Technology (1001-5000 employees employees)

Use Cases and Deployment Scope

We use Freshservice mainly as an IT ticketing system. We have not yet expanded into other departments but it is an open discussion for those who need it. Our core business problem with our department is having a main place to submit tickets instead of whatever channel the user picked. Freshservice made it very easy to setup and rollout to the company to where a much more majority of the users now come to when request IT help.

Pros

  • Integration with other apps via API or marketplace apps.
  • Amount of detail on tickets.
  • Dynamic Forms for requests
  • Solution Articles for End users and team.

Cons

  • The asset management system could be better, it seems like it is not as polished as the rest of the site. Functionality is limited compared to what we use to have. The only thing we mainly use that part of the system is just for Contract management.
  • The form builder is good but sometimes limited on how we can set it up. Not as user friendly and have to use some work arounds for some dynamic forms.

Return on Investment

  • ROI has been great just due to the cost, much more affordable than other products.
  • the automation for a lot of stuff in Freshservice saves time not only for the Helpdesk agent but the end user. Thus boosting productivity for everyone all around.

Alternatives Considered

Zendesk Suite, LogMeIn Central and Atlassian Jira

Other Software Used

Kestra, NinjaOne

Freshservice 2026

Incentivized
Verified User
Manager in Information Technology (51-200 employees employees)

Use Cases and Deployment Scope

Freshservice is our IT ticketing and documentation platform. We also use it for other service requests for departments outside of IT, such as marketing, accounting and purchasing.

Pros

  • Ticketing
  • Communication
  • Support

Cons

  • Documentation is a little clumsy to use, especially around permissions

Return on Investment

  • Increased SLAs and better responses from customers

Other Software Used

Adobe Acrobat, Google Chrome

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