IT Support Review on Freshservice
September 05, 2025

IT Support Review on Freshservice

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

Overall Satisfaction with Freshservice

I work in the american international school, as an IT support specialist. We use it to monitor all tickets and tasks that relate to the IT field in the school. Teacher and other supporting staff are opening tickets through Freshservice and write the problem they have. we see those tickets and assign them to the correct team member to handle the ticket.

Pros

  • Manage tickets
  • Sends notification to email
  • Great interface and easy to understand

Cons

  • There's no automatic refresh when a new ticket comes in
  • Need more dashboard features like a donut chart based on differnt tags.
  • When I leave a reply and choose set to resolved it never works and always sets to in progress
  • Good documantation on IT problems
  • Organizes workflow better
  • Saves time when multiple people have the same issue and you can merge tickets
It's easy to use and doesn't take that much time like some other competitors. Teacher can open a ticket very quickly and we can respond fast and they get a notification right away. it help documenting tickets and seeing where they at with the status indication thing. so the timing value is really good!
Freshservice is a solid IT service management tool that balances power with simplicity. It’s easy to set up, intuitive to use, and doesn’t bury you in menus or complexity like some older ITSM systems. The automation features save time by handling repetitive tasks, while the service catalog and self-service portal cut down on “can you help me?” emails. Asset management and reporting are built in, giving you visibility into devices and performance. Plus, it integrates well with tools like Google Workspace, Slack, and Jamf. For schools , it delivers big value without the enterprise-level headaches.

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

Let's say a teacher need help with a printer that doesnt print. he opens up a ticket on Freshservice and it comes to us, I see what his issue, his name, any details he added, and I go and fix the problem. Lets say i didnt manage to fix it, i can leave a note on the ticket, and my friend will see the note. and i can write what i tried to do and then maybe assign it to him and he will try to fix it

Freshservice Feature Ratings

Incident and problem management
7.6
Organize and prioritize service tickets
8
Expert directory
7
Service restoration
7
Self-service tools
8
Subscription-based notifications
8
ITSM asset management ()
Not Rated
Change management ()
Not Rated

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