FreshService is valuable
Updated June 30, 2025

FreshService is valuable

Cathleen Vilmont | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Freshservice

We use Freshservice as our service solution for IT Help Desk services. We also use it as a place to track our problems and solutions. We can see which ones recur and find previously worked on problems, thus leading us to the current solutions. We store our Knowledgebase for IT members on Freshservice platform. Here we create documentation and SOP for our department. We also track changes through the platform. We can see what changes are being implemented and have completed. It's used for analytics and reporting; we can create widgets to see statistics as well. We can map out projects, too.

Pros

  • Help desk ticketing
  • Knowledge Base
  • Problems and Solutions

Cons

  • Would like to see easier to use reporting
  • Would like to be able to design more widgets for team members to see statistics
  • Would like to be able to compile information and results easier
  • Increased Agent productivity
  • Ability to display statistics to hire a new IT employee for further assistance in handling tickets
  • Able to talk to executive staff by sharing metrics
This tool is helpful. It's easy to use. It provides the support we need to assist with making onboarding an easier process. It integrates many functions within our IT department, helping us have a single place to store and keep track of IT knowledge and work. We are thankful for this product.
Support assists the customers. They value your experience.
They want to solve your problems with their product. They are evolving and
implementing corrections on a regular basis. They continue to impress me with
the support that they provide. Freshservice support is top notch. They know
what they are doing, and I find them very respectable.
Fresh service stacks up against Deskpro and heftily outweighs it. Freshservice is able to handle more workflow. It is able to house more information. It is more of a solution than just assistance with help desk ticketing. They are two different platforms. Freshservice has more capabilities and I find it the superior product. I would choose it again.

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?

Yes

Did implementation of Freshservice go as expected?

Yes

Would you buy Freshservice again?

Yes

Freshservice is great for implementing a help desk solution for your organization. It's got many features and can combine some of your software into an easy-to-use platform. We not only use it for the ticketing program, but also for articles to help solve the tickets. We can document past problems and map new and tried-and-true solutions.

Freshservice Feature Ratings

Incident and problem management
8.7
Organize and prioritize service tickets
9
Expert directory
9
Service restoration
9
Self-service tools
8
Subscription-based notifications
10
ITSM collaboration and documentation
9
ITSM reports and dashboards
7
ITSM asset management
8.3
Configuration mangement
9
Asset management dashboard
8
Policy and contract enforcement
8
Change management
8.0
Change requests repository
8
Change calendar
7
Service-level management
9

Using Freshservice

200 - We represent the whole team of companies. We are in construction. Executive level employees, business development, finances, architects, pre-construction, construction management, project engineering, superintendents and foreman, and everyone in the organization uses this application. We all make use of it to help solve our issues we experience with technology. By having a central hub to assess problems, we can better prioritize and sort the issues.
200
  • Issues with connectivity
  • Software applications
  • Permissions and access
  • Email monitoring
  • Problems and solutions
  • Statistics
  • Onboarding and onboarding ease
  • IT operations
  • Alerts
  • Tracking tasks

Evaluating Freshservice and Competitors

  • Ease of Use
We would consider more options. We needed a solution that we could implement right away. Most of the research was done online and not through testing the products. We would make sure to demo available comparable options, if we would have had more time. Support at FreshService is great though, and they are willing to assist you to make the most out of their platform.

Comments

More Reviews of Freshservice

  1. Home
  2. IT Service Management (ITSM) Tools
  3. Freshservice Reviews
  4. User Review of Freshservice