Freshservice, new dimensions to Service management
March 31, 2021

Freshservice, new dimensions to Service management

Anonymous | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User

Overall Satisfaction with Freshservice

Freshservice is being used at our organization as a ticketing tool. Numerous integration points are attached to it like Slack, Email, API Webhooks. We have leveraged the use of its catalog functionality for the separation of requested items. We have been using it for various things like user onboarding, offboarding, life cycle management, etc.
  • Flexible
  • Integrated
  • Easy to use
  • More real time Inhouse integrations can be added
  • Customization creates pages slow
  • Differential UI for Agents & End-Users creates confusion
  • Helped meet compliance
  • Standardized the workflows
  • Single pane of ticketing tool

Do you think Freshservice delivers good value for the price?

Not sure

Are you happy with Freshservice's feature set?


Did Freshservice live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Freshservice go as expected?

I wasn't involved with the implementation phase

Would you buy Freshservice again?


The product with current capabilities and continuous improvements can do wonders with items like Catalog items, automator workflows attached to those. This serves to automate many complex things through the workflow designs. Actions are useful to fulfill the requests and goals.

If it can support customization of pages of client sides without adding extra slowness, that would be great. It can also have native integration capabilities like chatbots attached to those catalogs.

Freshservice Feature Ratings

Organize and prioritize service tickets
Self-service tools
ITSM reports and dashboards