ITSM platform Freshservice
April 23, 2025

ITSM platform Freshservice

Daniel Lechner | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Freshservice

We use our fresh service platform for the following things.
- Ticketing (Incident, Service Requests)
- CMDB(asset management) together with the Intune (notebooks, smartphones, desktops), Freshservice Agent (for non Intune clients), Freshservice Probe (SNMP devices), VMware (for onPrem storage, vms, networks), Azure (for all Azure resources) and AWS (resources) Connector
- Tasks
- Changes
- Software assets
- Contracts
- Product catalog(for assets)

Pros

  • Ticket routing
  • Incident, Service, problem, change management
  • SLA management
  • A lot of individual customizing is possible

Cons

  • Workflow management is hard to troubleshoot
  • Some default fields can't be changed
  • FAQ has no history
  • Work flow management can't be managed via API or a command line
  • Service Requests and contracts have no possibilities to choose how pricing will be calculated, like per month, per user, per year, per lifetime...
  • Automatic backup of assets and FAQ is not possible
  • To find problems for doing problem management
  • Asset catalog
  • Contract catalog
  • Software catalog
  • Automatic workflow without interaction by the IT
Freshservice offers a lot of integrations, even there are some quite limited, but most of them are free to use.
Low-Code is in use when doing workflows. Unfortunately, the workflow editor is not so easy to use/troubleshoot. On-and offboarding setup is well designed, but in our case, we still had to create a few workflows (event based & scheduled ones) to make it run for our needs. On the platform, you can really run workflows for various topics like incidents, service requests, assets, and tasks. There is also an option to run templates when running changes.
Support answers very fast and provides links to existing FAQ articles or lets you know once they fixed the issue for you. You can also ask for product requestions in order to have new functionalities available.
Easy setup and a lot of customization which can be made.
They offer the full ITSM tool for 75$ per agent and all the PRO are included in the package, which makes it easy to calculate and use.
There are only a few add-ins that you need to pay for, based on the number of agents or the number of executions.

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?

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?

Yes

Offers a full ITSM suite, and core things like incident, service, and problem management are working well. But functionalities like Software, Contracts, and purchasing are too limited.

Workflow management offers various integrations like Active Directory, Entra-Id, Smartsheet, etc. But it is difficult to troubleshoot.

Freshservice Feature Ratings

Incident and problem management
8.0
Organize and prioritize service tickets
9
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
9
Asset management dashboard
8
Policy and contract enforcement
4
Change management
7.3
Change requests repository
6
Change calendar
8
Service-level management
8

Using Freshservice

500 - Administration
Human resources
IT
Accounting
Controlling
Product Development
Product Management
Sales
Sales Backoffice
Service
Support
Aftersales
Supply Chain Management
2 - 2 internal IT employees are managing the Freshservice platform
  • Incident management
  • Service Requests
  • FAQ
  • Asset management
  • Onboarding new employees
  • Offboarding employees
  • Workflow automation with Active Directory, Entra-ID, etc.
  • Reporting
  • Problem management
It is a good platform, with still some steps to go, but they became more than a "niche player" in the last 2-3 years.

Evaluating Freshservice and Competitors

Not Sure
  • Integration with Other Systems
  • Ease of Use
I would keep an eye on our IT landscape to have an overview about which add-ins are needed or nice to have for us.

Freshservice Implementation

I did not participate in the implementation of this product
  • Implemented in-house
  • Don't know
  • Train requesters

Freshservice Support

ProsCons
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
No escalation required
Immediate help available
Support cares about my success
Quick Initial Response
None
We did not purchase premium support
Yes - It was solved within the next monthly update cycle.
They optimized workflows that are in place for the employee onboarding.

Using Freshservice

There are sometimes a few ways to reach what you need.
ProsCons
Like to use
Relatively simple
Easy to use
Technical support not required
Well integrated
Consistent
Feel confident using
None
  • SLA
  • Incident management
  • Service Requests
  • Software assets
  • A lot of different asset types
Yes, but I don't use it

Comments

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