Freshservice Reviews

19 Ratings
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Reviews (1-12 of 12)

Cindy Whylings | TrustRadius Reviewer
February 17, 2020

Freshservice: a Fresh approach to Servicedesk

Score 9 out of 10
Vetted Review
Verified User
Review Source
We use Freshservice as our primary IT servicedesk location organization-wide. We support personal PC's, corporate applications and services and business offices. We support our members who are distributed across the globe and our offices, located in all US time zones with a very small staff of agents. Freshservice provides us a platform to respond to support and troubleshooting responses when the users need support, despite the time zone differences, with some of the platform features. We leverage the workflow automations, solutions catalog, canned responses and the mobile app to provide help any time day and night.

  • Canned solutions allow our agents to prepare detailed answers that we use often which contain protected information we don't want published on our more public solutions.
  • The ability to insert a solution or canned response with a click speeds our responses to our users. We often create one response to a new issue and then save that as a canned response, which we use to create a more public solution. This allows the troubleshooting performed by one agent to instantly become available for all agents.
  • Workflow automations are great but sometimes we have trouble with the ordering and workflows are applied incorrectly when multiple issues are reported in a single ticket.
  • We don't find the built-in reports helpful and would like to be able to build reports based on additional fields or even keywords.
Freshservice is well suited to our user base needs with the ability to create tickets from our support site, through email and by call in. We even have users who walk in with issues and our agents can raise a ticket on their behalf and cases where one user raises a ticket on behalf of another, and we can re-assign the ticket to the affected person at any point during the response. This makes it well suited for our organization's support needs.

Because it is so easy to email in a request to our servicedesk site, we often get questions directed to other departments or services within our company. The Forward feature allows us to forward the request to the correct department, respond to the user and close the ticket making our servicedesk a central location for all the support needs of our user base, even beyond its IT focus.
When we have needed to reach out to the Freshservice support, tickets have been resolved in a timely and accurate manner. Early on in our deployment our agents needed more support from the Freshservice team. As we have matured in our use of the product we find that the Quick Help articles provide us with many of the answers to our questions right when we need them.
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Maysa Rodrigues da Silva | TrustRadius Reviewer
October 16, 2019

A great ITSM software

Score 10 out of 10
Vetted Review
Verified User
Review Source
We use Freshservice to manage requests among sectors inside the company. We raise requests to the finance team, HR team, infrastructure team. We also use the service catalog to raise these requests, so that we can guarantee that all the information needed will be in the service request.
  • Assets management
  • Changes management
Well suited for HR requests, infrastructure requests, and assets requests.
I love Freshservice support because my doubts, concerns or issues are always explained very well and in great detail.
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Anonymous | TrustRadius Reviewer
August 17, 2019

Easy tool that keeps innovating

Score 7 out of 10
Vetted Review
Verified User
Review Source
Our organization rolled out Freshservice to replace an old, clunky tech support ticketing system. Freshservice is the definitive way our users inform the I.T. Department of a problem. Users submit tickets to Freshservice via the portal and email. It also provides our users with a self-service knowledge base in an effort to help them resolve issues on their own.
  • User-friendly products
  • Affordable
  • Steady development
  • Company has spread itself too thin in recent months and lost its focus
  • Company's understanding of culture in English speaking countries creates some confusion.
  • Continued confusion between FreshService & FreshDesk.
We are a small higher education institution. Freshservice is used by everyone, but naturally, most of the users are our students. Unlike some other systems, Freshservice allows our students to submit tickets via email from any valid email address. This is a huge help for part-time students who rarely use their institutional email. FreshService is also really good when it comes to customization. Of all the tools we evaluated, FreshService allowed us to do the closest to our initial vision. Other products forced us to conform to their systems.
I stick with FreshService because it has been easy to use. If it were not, then I would terminate the contract which is only annual. The few times I have needed assistance, the response has been quick. Most of the issues that I have needed assistance on have been resolved in the initial response. It is clear to me that Freshservice has a competent team on their support staff.
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Anonymous | TrustRadius Reviewer
November 09, 2019

Freshservice’s Refreshing ITSM Toolset

Score 10 out of 10
Vetted Review
Verified User
Review Source
Freshservice is being used as a ticketing and ITSM tool for IT. Other departments in the organization are using it for workflow service request tracking.
  • Clean and intuitive UI.
  • Tons of customization based on need and workflow.
  • None to date. Freshservice continues to release new functionality and features based on user requests.
It is well suited for ITSM/ITIL based service requests and incident/problem management. Also as a standard, traditional ticketing system.
Support has always been responsive and been able to answer questions.
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Anonymous | TrustRadius Reviewer
October 16, 2019

Freshservice Review

Score 10 out of 10
Vetted Review
Verified User
Review Source
Freshservice is great software to manage my assets and make internal requests. All of us here are using Freshservice. This tool also allows us to build integration with other services through custom apps. In general, the Freshservice SDK is complete, as well and it is very easy to work with.
  • Easy to use.
  • Complete SDK.
  • Free API.
  • Assets manager.
  • Tickets manager.
  • API is incomplete.
This tool is appropriate if you are looking for software for managing your assets and tickets. Also, it is very good when you need to build something new.
It is very easy to keep in touch with Freshworks.
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Jason Shaw | TrustRadius Reviewer
January 29, 2019

Freshservice is great for your small IT dept!

Score 10 out of 10
Vetted Review
Verified User
Review Source
We utilize Freshservice as our corporate support desk platform. We also utilize the change request features. Freshservice is a great ticketing system that allows us to interface with our users and their issues from within the platform.
  • Change Request features.
  • Simple ticketing solution.
  • Asset control.
  • The ability to add new categories is not as intuitive as I would expect but once we were able to contact support to get info, we were rolling!
Freshservice is great for our small IT department as it includes multiple systems we needed in one site.
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Anonymous | TrustRadius Reviewer
June 10, 2019

Freshservice Takes the Worry out of Service Desk Administration

Score 10 out of 10
Vetted Review
Verified User
Review Source
Freshservice has changed the way we manage IT issues throughout our organization. Easy to use, quick to set up and roll out, we had the solution ready to deploy in less than 4 hours. As it was our organization's first service desk software, it streamlined our troubleshooting process and aided in timely ticket resolution.
  • Easy to navigate and use
  • ITIL Support
  • Numerous integration opportunities
  • Limited reporting
  • Asset tracking - I have found this capability to be a bit confusing.
As an SMB with only internal clients, Freshservice has hit it out of the park. The pricing schema and ability to upgrade when necessary allows you to try the free version and graduate to other plans as modules are needed. While I would suspect this would work in any size organization, I would definitely call Freshservice a go-to product for anyone needing a reliable, web-based help desk.
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Anonymous | TrustRadius Reviewer
February 28, 2019

Pretty Fresh but not for everyone!

Score 6 out of 10
Vetted Review
Verified User
Review Source
We use it for problem management, change management, and release management. We have had some issues with the database links and some issues with misses but they were more from the SQL side.
  • Problem Management: we have a lot of P1 and P2s and as per our process we need to have the proper level of explanations for each issue and help remediate.
  • To help with ITSM: it definitely helps us with our future changes and keeps track of our changes in following the process and also to have a log of critical production changes.
  • It helps us maintain a great IT database for all the ongoing activities and helps refer to problems with simple searches.
  • Configuring it in the infrastructure of large scale can be pretty tough but support helps!
  • Have found a couple of misses and glitches here and there that required assistance and needs improvement.
  • The GUI can be simpler(not that it's really bad but can use some help when it comes to presentations).
I feel its certainly a go-to for small infrastructures and can be pretty difficult to set up for large organizations where IT is vast and deals with a lot of tickets every now and then.
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Anonymous | TrustRadius Reviewer
February 04, 2019

FreshService gets the job done

Score 8 out of 10
Vetted Review
Verified User
Review Source
Freshservice is a simple platform that allows us to handle Help Desk tickets with ease. It is a major upgrade from the previous tool that we've used and there's a low amount of effort required to manage and support the system. It comes with a lot of nice features and solutions that are useful in our day to day work. Learning to use the system is also very easy comparing to some of the other complicated software that require a lot of professional training. I highly recommend at least giving Freshservice a try and it'll save you a ton of time and money.
  • Support is top notch and very responsive.
  • Portal design and navigation is user friendly.
  • Ability to suggest features that can be implemented in future releases.
  • Very intuitive interface
  • More integrations with Cloud providers such as AWS or Azure
  • Improve reports
it is well suited for enabling end users to access information such as Tips, Configuration standards and to check the status of their own tickets. It's less appropriate with the iPhone app. Needs improvement.
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Anonymous | TrustRadius Reviewer
January 14, 2019

Excellent ticketing system for enterprise and small business!

Score 9 out of 10
Vetted Review
Verified User
Review Source
We use Freshservice as the unified ticketing system for all Operations departments. This has greatly simplified the support process for end users and led to very high user satisfaction. The automation options and overall flexibility of the product are also huge pluses. We've been able to craft custom workflows and scenarios for very different support teams.
  • We love the Service Catalog feature that allows us to create easy, standardized self-service processes for common requests.
  • Freshservice has always been reliable and communicative. If you ever need help or have a question, the support team is readily available.
  • Freshservice is at its heart a very solid ticketing platform. It is easy to use both for users and agents.
  • Freshservice doesn't have as wide an integration library as Zendesk. But that gap really isn't so wide that it has hindered our use.
  • The asset tracking feature is neat, but as it is priced per asset, we chose to use something else instead.
Freshservice excels as an internal ticketing system at small to medium enterprises. It has enough integrations to cover most use cases but may fall short if your environment is particularly complex. The UI is pleasant and easy to navigate for users and agents. Ample documentation means anyone can learn to use this tool and successfully put it into practice.
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Miguel Nuñez | TrustRadius Reviewer
March 12, 2018

Big Shots watch out FreshService is here to play some ball!

Score 10 out of 10
Vetted Review
Review Source
We are a partner of Freshworks that uses FreshService to help other companies decide on the best solution that suits their needs, FreshService is a great tool for ITSM with amazing intuitive features, that will make your IT department have a better understanding of their issues and how to face them, with this great software giving a helping hand.
  • Powerful incident handling outside the box thinking and very nice features such as canned responses.
  • Adding a field to forms to fit your needs and customization.
  • SaaS
  • Reporting, adding more reports would be nice since the reports available are very restrictive.
  • Documentation, sometimes there's lack of or not that comprehensive for the users.
  • Integration with 3rd party apps, this needs to get better, sometimes integrations with detailed documentation just fail.
Big and Small companies Freshservice has the ability to meet your needs because of the wide range of packages in which you pay for what you need, this will help you to get the most out of your investment, and if you feel the need for some more modules you can always add them to your current plan (some restrictions apply).
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Rick Murphy | TrustRadius Reviewer
May 03, 2016

Freshservice: Keeping things simple in the IT Management World

Score 9 out of 10
Vetted Review
Verified User
Review Source
We use Freshservice as our ITIL solution. To address our needs for an infrastructure library, knowledgebase, change management system, and trouble ticket solution, Freshservice was implemented on campus a little over a year ago. It is primarily used by our IT staff, however all employees and students interact with the system to report issues and request services.

Previously, our IT documentation, inventory, and licensing were spread across several systems which made it inefficient for our organization. Additionally, we liked the self-service capabilities of the service catalog that is built-into the software.
  • Change management is a great asset of the system. It allows you to gain approvals, and document the entire process. Over the years we have chosen specific routes to address technology needs on campus only to wonder why did it that way a few years down the road.
  • The service catalog is valuable in that allows you to detail everything you can provide to your constituents. You can create your own forms, indicate anticipated delivery, and specify costs. This puts great information in front of your users from the get go.
  • The CMDB allows you to keep inventory of all assets, hardware and software, and create relationships. The information you put into the system can assist in decision-making, troubleshooting, and monitoring ROI.
  • Freshservice's built-in reports offer quick metrics to monitor your service goals
  • While the CMDB is robust and helpful, you don't have much control over the view when looking at the preview grid.
  • We previously used the sister product, Freshdesk, and we appreciated the built-in chat feature. It would be nice to see Freshservice add this to their product so that we don't have to rely on third-party systems to communicate inter-departmentally, or with constituents.
  • The ticket system is intuitive and has some great features. But one of the things that is inherent with technical support is multi-part tasks related to a particular solution. While Freshservice allows you to create tasks that must be completed which you can assign to any of the other agents, it would be nice to be able to create task templates for situations that require several standard sub-tasks. For example, with computer setups if you could apply a "setup" template that identifies the various steps that must be completed so that you can monitor progress more closely, and offer quality assurance.
If you want an IT based system that allows you to create trouble tickets, collect all documentation and assets, and is intuitive so that your'e not "administering administration", Freshservice is a good solution. Their support team is very helpful and responsive, and it was attractive to us since it was cloud-hosted. If you do not plan to take advantage of the CMDB or change management options, you may be better off using the simpler and inexpensive product, Freshdesk.
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Feature Scorecard Summary

Organize and prioritize service tickets (12)
Expert directory (8)
Service restoration (8)
Self-service tools (12)
Subscription-based notifications (10)
ITSM collaboration and documentation (11)
ITSM reports and dashboards (11)
Configuration mangement (11)
Asset management dashboard (12)
Policy and contract enforcement (8)
Change requests repository (10)
Change calendar (9)
Service-level management (10)

About Freshservice

Freshservice is a cloud-based service desk and IT service management (ITSM) solution that currently serves more than 20,000 SMB, mid-market, and enterprise customers worldwide.

The vendor promises that Freshservice has been designed using ITIL best practices to help IT organizations achieve high quality service delivery and customer satisfaction. According to the vendor, customers choose Freshservice based on ease of use, speed of setup, customer service, and affordability.

The vendor says Freshservice has an intuitive UI, is easily configurable and customizable to meet customers’ exact requirements, and is easily integrable with third party IT systems. Native integrations with a number of popular applications such as Google Apps, Dropbox, AWS, and Bomgar are available.

Freshservice is part of the Freshworks Inc product family, whose products include Freshdesk Customer Support Software, Freshsales CRM Software.

Freshservice Features

Incident and problem management Features
Has featureOrganize and prioritize service tickets
Has featureExpert directory
Has featureService restoration
Has featureSelf-service tools
Has featureSubscription-based notifications
Has featureITSM collaboration and documentation
Has featureITSM reports and dashboards
ITSM asset management Features
Has featureConfiguration mangement
Has featureAsset management dashboard
Has featurePolicy and contract enforcement
Change management Features
Has featureChange requests repository
Has featureChange calendar
Has featureService-level management
Additional Features
Has featureService Catalog
Has featureAdvanced Enterprise Reporting
Has featureCMDB
Has featureKnowledge Management
Has featureSelf-Service Portal
Has featureRelationship Mapping

Freshservice Screenshots

Freshservice Integrations

Freshservice Competitors


  • Has featureFree Trial Available?Yes
  • Does not have featureFree or Freemium Version Available?No
  • Has featurePremium Consulting/Integration Services Available?Yes
  • Entry-level set up fee?No

Freshservice Support Options

 Free VersionPaid Version
Live Chat
Social Media
Video Tutorials / Webinar

Freshservice Technical Details

Deployment Types:SaaS
Operating Systems: Unspecified
Mobile Application:Apple iOS, Android
Supported Countries:Worldwide
Supported Languages: Catalan, Chinese, Czech, Danish, Dutch, English, Estonian, Finnish, French, German, Hungarian, Indonesian, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Slovak, Slovenian, Spanish, Swedish, Turkish, Vietnamese