Freshservice as an IT Helpdesk
September 09, 2025

Freshservice as an IT Helpdesk

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

Overall Satisfaction with Freshservice

We are using it as our internal IT Helpdesk for providing solutions, support and a platform for our employees to submit their issues and IT requests. The issues that Freshservice solves for us is to provide a streamlined and easy solution for our employees to have a one-stop shop where they can go when they have any IT related queries.

Pros

  • Easy to use
  • Easy to setup
  • Well integrated with 3rd party solutions
  • Adaptable to our needs

Cons

  • Even more customizability
  • Possibilities to affect what the AI bot can do
  • A better workflow automator
  • It reduced our support SLA
  • Provided a better channel for our employees
  • IT agents stayed on-top of their work
Very easy to set up and it doesn't require any prior knowledge about how to use or setup ITSM tools. They have a good onboarding included which provides those that don't have a background with similar tools a very fast way of getting started. There's good out of the box solutions that you can use
The support is very quick and provides answers to most issues, I would say the times where we have had problems with having something resolved it has not been a lack in the support rather a feature that was lacking
Price and ease of use was our main reason for going with Freshservice, also the implementation time compared to what I have used in the past was a big selling point

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

It's good for providing internal support to your colleagues/customers. I think it could improve in how it segregates the data between the different teams and how you connect it between different areas. If it was able to be more customisable it would probably be even more suited for most companies needs

Freshservice Feature Ratings

Incident and problem management
7.6
Organize and prioritize service tickets
8
Expert directory
6
Service restoration
Not Rated
Self-service tools
8
Subscription-based notifications
Not Rated
ITSM collaboration and documentation
8
ITSM reports and dashboards
8
ITSM asset management
3.0
Configuration mangement
Not Rated
Asset management dashboard
3
Policy and contract enforcement
Not Rated
Change management
Not Rated
Change requests repository
Not Rated
Change calendar
Not Rated
Service-level management
Not Rated

Comments

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