A great overall product for a mid-sized company.
October 15, 2025

A great overall product for a mid-sized company.

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Freshservice

We use Freshservice for IT incidents, requests, and changes. HR and training both use it for managing their requests that previously went to unorganized mailboxes.

Pros

  • A robust support portal that's easily configured by a power user, but also supports developer level customization.
  • The workflow authoring tool is a very easy drag and drop. For more experienced admins, a robust amount of logic and actions.
  • Dozens of integrations out of the box, including most all mainstream business software.

Cons

  • The ability to apply a template to a ticket at any time during the interaction.
  • Some of the out of the box processes, such as change management, have too many required fields. It makes it harder to implement a simplified change management solution.
  • The reporting for different functions like HR, IT, and Facilities are too intertwined. It would be helpful to report only in the context of that workspace.
  • Using shared mailboxes was very difficult to keep track of who was working what issue. Many times an issue would get double worked, or get unintentionally ignored.
  • The workflow capabilities allowed for a more streamlined and structured onboarding process, as the request can move from HR to IT.
  • The reporting has allowed us to better categorize our tickets, and quickly identify common problems.
  • The reporting has allowed us to measure types of requests differently. When properly defining incidents and service requests, agent efficiency is more accurately tracked.
The low code tools make automation accessible to the non-developers on our team, and are fairly intuitive and quick to learn.

Onboarding services could be better. We didn't particularly find value in our engagement with the direct team. We wanted to configuration the tool ourselves with validation and Q&A checkpoints. The onboarding team just wanted to configure the tool for us. I hear working with a partner is much better.
Support has been hit or miss. A few times when asked for assistance, we were met with "the tool won't do that", and a closed ticket. We were able to figure it out ourselves.

We were able to get a resource to walk us through the product and help design our processes. I'm not sure if he is still there, but was highly knowledgeable, and in high demand.
Freshservice is ahead in some areas, behind in others. For example, workspaces have been part of other products for many years. Freshworks just introduced it in 2023.

Integration with productivity tools is better than past products we have used. Apps continue to be added as well.

We selected Freshservice as it was the best mix of functionality and cost. We don't need solutions as robust as ServiceNow, for example, but found that Freshservice had some comparable advanced features.

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?

No

Would you buy Freshservice again?

Yes

Freshservice is well suited for companies looking to implement ticketing / case management across the organization, but only if IT will be using it. Otherwise, I'd recommend Freshdesk.

IT departments that don't function in the ITIL style of incident, request, change, and project management may find it overkill if they are only looking for a simple Help Desk solution.

Freshservice Feature Ratings

Incident and problem management
8.3
Organize and prioritize service tickets
9
Self-service tools
9
ITSM collaboration and documentation
9
ITSM reports and dashboards
6
ITSM asset management
7.5
Configuration mangement
8
Asset management dashboard
7
Change management
7.0
Change requests repository
7
Change calendar
7

Using Freshservice

45 - Information Technology
Human Resources
Business Analysts
2 - Good workflow designer
Knowledge of business processes
Principles of software development (for advanced uses)
ITIL certified (to get the most value)
  • Information Technology Support
  • Human Resources
  • Onboarding
  • Actions in Active Directory and Azure/Entra ID
  • Create tickets directly from Microsoft Teams
  • Integrate with managed service companies
  • Internal Case Management
  • Project Management
  • Integrate with Azure DevOps
Our processes are deeply engrained in the tool, and there is no compelling reason to switch to another solution.

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