Freshservice An emerging top contender for ITSM
Updated March 03, 2026
Freshservice An emerging top contender for ITSM
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with Freshservice
We are using Freshservice as our primary ITSM tool. This helps us manage issues reported by our employees, provide our services, and manage problems and changes on our environment. Freshservice also helps us with Asset management.
Pros
- Configuring settings in Freshservice is simple specially on integrating other tools.
- It has complete modules for ITSM
- The interface and reports are simple yet effective
- Support experience is excellent
Cons
- Automations need improvement such as being able to run scripts or codes based on an event
- The search functionality needs improvement specially on keyword searching. A lot of filters are already available but it lacks flexibility.
- Freshservice helped us manage Incidents on a systematic approach
- Freshservice helped us enforce our SLAs
Although Freshservice lacks some of the features that ServiceNow offers, they are catching up and continuously adding new capabilities. Overall, Freshservice is a cost-effective tool and offers all of the features we are looking for (and some more).
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 Feature Ratings
Using Freshservice
All facets of our organization use Freshservice, from Operations, HR and Finance, Technology & Security, etc.
20 - We have one SME with years of experience in Freshservice and also trained and got certification for the product. Aside from our Freshservice SME, the Information Technology team is also helping in managing the system.
- Incident Management
- Change Management
- Service-Level Management
- Helpdesk Management
- Asset Management
- Freshservice helped us integrate our IT tools and simplify Asset Management
- It offers different low-code automations for repeatable tasks
- We are looking into Configuration Management service of Freshservice
- We also want to try Freshservice's chatbot
Evaluating Freshservice and Competitors
Yes - We were previously using Freshdesk and we replaced (or upgraded) it with Freshservice so we can start utilizing ITSM capabilities instead of just focusing on Helpdesk Management.
- Scalability
- Integration with Other Systems
- Ease of Use
The ITSM capabilities that Freshservice offers allowed us to start doing things in a systematic way. This also gave us ability to scale and offer services to more users. As our company grew, there was a need to have a proper tool that allows us to effectively manage and document our systems.
I will not change anything in our evaluation and selection process. We had our primary goal, we've considered all the factors, and documented the process. We had a checklist of features and capabilities that we need and compared it with other tools. One major aspect of the transition was that we transferred to a different offering from the same vendor. This allowed the migration to be seamless.
Freshservice Implementation
- Implemented in-house
Yes - We slowly introduced Freshservice to our different departments so we can capture their needs and if the product fits their use cases. With the help of our Project Management team, we were able to easily implement. The ease of implementation of Freshservice also helped.
Change management was a minor issue with the implementation - It's important to document different stakeholders for different types of changes which Freshservice helped us. Enabling the right notifications helped us achieve the correct balance of emails that stakeholders receive. Too much and it gets annoying, too little and they miss the details.
- Notifications tuning, some stakeholders were receiving a lot of notifications even on ones they don't need to be informed of
Freshservice Training
- No Training
For someone with ITSM experience, the interface and capabilities are easy to understand without training. However if you it's your first time with an ITSM solution, I would recommend some quick trainings to familiarize agents with the different features available within FreshService. Understanding these features and knowing their value for your company will make the price worth it.
Configuring Freshservice
It would be best to first identify the modules that provide value to the different departments of your company. While it is mostly used by IT, other support departments can also benefit in using Freshservice such as HR, Marketing, etc. During implementation, focus on one module at a time per department.
No - we have not done any customization to the interface
No - we have not done any custom code
In our use case, we did not need customization as the capabilities available fit our business needs. For a small company like us, too much customization adds complexity to management and sometimes require additional talent or man power. Freshservice already provides all the basic ITSM capabilities that you would need.
Freshservice Support
| Pros | Cons |
|---|---|
Quick Resolution Good followup Knowledgeable team Problems get solved Kept well informed No escalation required Immediate help available Support understands my problem Support cares about my success Quick Initial Response | None |
We did not need to purchase premium support for Freshservice. The level of support that we get from what we're paying is enough to get our problems resolved. Their response time is fast and support is available 24/7. All issues we've raised have been resolved right away. If not, it was due to the nature of the issue and how it should be resolved.
There was a time where we needed a custom RBAC for reports we've created in Freshservice. We wanted to provide only the lowest-privileged to a group of users. There were a lot of default custom roles already available for us to use and the support agent helped us identify which one we needed after explaining our use case. The agent understood right away and got us what we needed. They went above and beyond by helping us understand how it worked and answered all our questions flawlessly.
Using Freshservice
| Pros | Cons |
|---|---|
Like to use Relatively simple Easy to use Technical support not required Well integrated Consistent Quick to learn Convenient Feel confident using Familiar | None |
- Configurations are easy to manage and apply
- Ticket views and filters are simple and effective
- Reporting module needs more improvement and flexibility
- Search functionality also needs improvement
Freshservice Reliability
Integrating Freshservice
- Microsoft Entra ID
- Microsoft Teams
Microsoft Entra ID SSO and SCIM (user provisioning) were easy to implement. They also have easy-to-follow guides. Whenever we had questions, we were quickly assisted by their support team. The integration of Microsoft teams was also simple and allowed agents to manage tickets through Microsoft Teams.
- Paylocity
They already have one published but it's still in Beta phase.
- Single Signon
- AppExchange or similar marketplace
Thoroughly read the knowledge base articles and reach out to your account manager or the support team for any questions. As with any implementation, make sure to test it first before deploying in production.
Relationship with Freshworks Inc
I was not part of the negotiation but I learned that we were able to negotiate the price.
I have none, I'm not usually part of the procurement and sales process.
Upgrading Freshservice
Yes - Freshservice regularly communicates their upgrades and maintenances. They schedule them outside of business hours depending on your region and most of the time have no end-user impact. They also sent out banners in the dashboard to notify everyone of changes and any actions that needed to be done for any new releases.
- The most recent Freshservice upgrade did not have significant benefits that our organization needed.
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