Freshservice ITSM tooling is a great option for SMBs with less experienced technology teams.
June 20, 2025

Freshservice ITSM tooling is a great option for SMBs with less experienced technology teams.

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

Overall Satisfaction with Freshservice

Freshservice is our ITSM tool of choice. With its scope of ITSM management suites, we are able to effectively manage Ticketing, Change Management, Asset Tracking, Project Management and live support all from an easy to use user interface. We are able to provide a visual service catalog to our end users and provide real time updates to ticket submissions and service requests through a service portal that is maintained easily through a comprehensive Administration panel.

Pros

  • Ticket Management
  • Change Management
  • Workflow Automation

Cons

  • Project management does not include agile methodology
  • Some admin features are not intuitive or well organized
  • Pricing and feature plans can be expensive
  • Our service teams are able to provide a level of personalized service through live chat features.
  • Ticket creation can be directly automated without the need for agent interaction after hours, through our service portal, and Freddy can suggest methods of self service for end users.
  • Analytics tracking can be done through easily built dashboards for executive level visuals of performance.
Setup and ongoing administration does not have a steep learning curve. utilizing the in-system suggestions, FAQ's, tooltips and the Freshworks online training tools, can result in a quick standup and deployment to a useable state in a matter of days rather than weeks. Ongoing configuration can be handled easily in individual workspaces for different business units without impacting the other workspaces, allowing for departmental customization based on business needs.
Support for Freshservice is responsive, but we have had some challenges with communicating our business needs with the team. The support provided is at a very basic level and requests for advanced level support have been delayed. Frequently we find the support structure very siloed at Freshservice with general support not always fully understanding of the various modules of the product, resulting in multiple support calls to resolve basic issues.
Freshservice's UI and UX scheme is much easier to navigate than other products. Most modules or configurations are easily accessible via the admin section and workspace management is segmented off from global administration, allowing for business units to designate their own managers for service catalogs and service Items.

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?

Yes

Would you buy Freshservice again?

Yes

Integration of the different Fresh modules can be very easy to accomplish, such as Fresh chat for live Agent chat and ticket creation. These integrations can be performed at a basic admin level, not requiring a code savvy developer to implement. The workflow automation is done very similarly, requiring basic understanding of flowcharting and decision trees to develop without requiring the understanding of code heavy development.

Freshservice Feature Ratings

Incident and problem management
7.3
Organize and prioritize service tickets
8
Expert directory
6
Service restoration
5
Self-service tools
8
Subscription-based notifications
7
ITSM collaboration and documentation
8
ITSM reports and dashboards
9
ITSM asset management
5.7
Configuration mangement
5
Asset management dashboard
8
Policy and contract enforcement
4
Change management
8.0
Change requests repository
7
Change calendar
9
Service-level management
8

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