Great product easy to install and configure - very cost effective.
July 06, 2025

Great product easy to install and configure - very cost effective.

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

Overall Satisfaction with Freshservice

We were looking for a cloud-based helpdesk and ticketing system to replace our old on-premises service desk. We wanted something that was easily configurable, cost-effective, and came with charting, statistics, and reporting capabilities.

Pros

  • Easy to get started.
  • Easily configurable.
  • Simple to deploy.
  • Very easy to use from a user/customer perspective.
  • Customizable.

Cons

  • I would like to see Zapier support.
  • SMS/text integration.
  • For more rebranding options, I would like to rebrand our emails using our firm's template and logo. There aren't many rebranding options.
  • Our old service desk software was hosted on-site and not accessible outside of the building. Freshservice allows our staff to log tickets from anywhere - this has improved the overall efficiency of our team.
  • The inclusion of a free mobile app was something that we never had before; it makes new ticket notifications easy. This improved our response times for our service.
  • The integrated knowledgebase "solutions" option has been a fantastic central place for knowledge, documentation, and protocol. This enhances our end-user expertise and provides a single, easy-to-access reference point.
It took us only an hour to start up Freshservice. Everything was easily configurable, and deployment across the entire firm took minutes rather than hours. As it is hosted (instead of being on-premise), it doesn't need expensive hardware, licensing, or maintenance.
I have never had to contact Freshservice for support. The product is straightforward to use and works without any issues.
Spiceworks became a security issue as it wasn't maintained. On our old Windows server, the service would crash/stop frequently. We didn't have any support contract with Spiceworks. Freshworks was an absolute breeze, with zero maintenance, zero hardware required, and very easy to install and customize. We never looked back!

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

If you're looking for something easy, customizable, and efficient to deploy, you can't go wrong with Freshservice. We needed a small helpdesk ticketing system to support over 150 people, but only three agents were required. It had to be hosted, always accessible, and web-based. This option was ideal for us.

Freshservice Feature Ratings

Incident and problem management
9.6
Organize and prioritize service tickets
10
Self-service tools
10
Subscription-based notifications
10
ITSM collaboration and documentation
10
ITSM reports and dashboards
8
ITSM asset management ()
Not Rated
Change management ()
Not Rated

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