Freshservice helpdesk must!
November 22, 2022

Freshservice helpdesk must!

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

Overall Satisfaction with Freshservice

We use Freshservice as a Technology Help Desk Solution, it is a one stop solution that allows us to monitor and track tickets as well as communicate with our end users easily and seamlessly. It also offers a great selection of reporting with average resolve times and tickets handled by agent. One feature that is useful and recently implemented is the ability to see who is viewing a ticket and if someone is responding to a ticket so that duplicate responses are not input at once.
  • Tracking
  • Reporting
  • Ease of Use
  • Submission of tickets and Resolution of tickets
  • Better Inventory ability
  • More Service Catalog Features
  • Seamless organization
  • Tracking and Reporting abilities
As mentioned before FreshService is very seamless and straight forward and is very easy to use it is a big value for minimizing time organizing and orchestrating tickets for helpdesk or other ticket environments.
I have never had to use the support feature but it is readily available and easy to find.

Do you think Freshservice delivers good value for the price?


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?


Freshservice is great for environments where there is a need for tickets and tracking such as in Information Technology, perhaps in an mechanic setting to track jobs and when they are resolved or require more. I wouldn't use it in a setting where not much tracking or problem/solution type scenarios may not be as great.

Freshservice Feature Ratings

Organize and prioritize service tickets
Expert directory
Not Rated
Service restoration
Not Rated
Self-service tools
Not Rated
Subscription-based notifications
Not Rated
ITSM collaboration and documentation
Not Rated
ITSM reports and dashboards
Not Rated