Freshservice - A masterpiece for SMB customers.
July 25, 2025

Freshservice - A masterpiece for SMB customers.

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

Overall Satisfaction with Freshservice

We utilize Freshservice as a service offering for our customers in the ITSM domain.

Pros

  • Incident Management.
  • Self Service Portal.
  • AI Virtual Assistant.

Cons

  • Release Management.
  • Automation
  • No/Low code platform so less developer required in turn help in ROI.
  • Reduced MTTR by 23 % help in ROI by 10% YOY.
  • Reduced outages help in ROI.
  • Up to date CMDB and change module help in reduced operational cost.
Freshservice provides a no-code or low-code platform, and anyone with 2-3 days of training can configure the tool. They also provided detailed tutorials that help in configuring Freshservice. Their integration hub features a ready-to-use connector, as well as open REST APIs, to facilitate seamless integration with any other tool.
Support from OEM is decent but needs improvement. Sometimes OEM also needs to understand the criticality of the customer and help as an Ad-hoc, which is somewhat lacking at Feshservice. Although the normal support team is well-equipped and helps according to the matrix, if something critical for the partner or customer requires immediate attention, it still goes through the L1-L2-L3 levels, which wastes a lot of time.
Freshservice is on par with ManageEngine SD Plus in terms of: 1. No/Low code configuration, 2. ITSM module certification 3. SLA 4. CMDB etc. However, the level of support that ManageEngine offers with its post-sales engineer is better than that of Freshservice. While using ServiceNow, they lack many features, as ServiceNow is enriched with numerous modules and an app engine, allowing for customization without OEM assistance.

Do you think Freshservice delivers good value for the price?

Yes

Are you happy with Freshservice's feature set?

Yes

Did Freshservice live up to sales and marketing promises?

No

Did implementation of Freshservice go as expected?

Yes

Would you buy Freshservice again?

Yes

Best suited for IT Service management. Less appropriate in terms of automation.

Freshservice Feature Ratings

Incident and problem management
7.7
Organize and prioritize service tickets
8
Expert directory
7
Service restoration
7
Self-service tools
8
Subscription-based notifications
8
ITSM collaboration and documentation
8
ITSM reports and dashboards
8
ITSM asset management
7.0
Configuration mangement
7
Asset management dashboard
7
Policy and contract enforcement
7
Change management
8.0
Change requests repository
8
Change calendar
8
Service-level management
8

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