Great tool for smaller teams and managing tasks
October 23, 2025

Great tool for smaller teams and managing tasks

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

Overall Satisfaction with Freshservice

We use Freshservice to assign tasks across our teams and to improve collaboration with teams. We then have daily stand ups to discuss what's on the board and figure out what we will work on for that current week and in future weeks. We do usually have many tasks as our team is quite small.

Pros

  • Clear visual of tickets board
  • easy to organise and switch between boards
  • easy to use UI

Cons

  • it would be nice if you could colour code the tasks
  • the notes features on tickets seems very simple and unstructured
  • dark mode for the UI?
  • so we have shorter MTTR when it comes to urgent tasks/tickets
  • SLAs are not being breached as much as they were before dua to the clear UI and notifications
  • overall higher productivity
I have not used these features as much but my colleagues have mentioned they are happy with the low-code tools due to easy of use.
i gave it an 8 as it seems it is easy to contact support.
i feel like Freshservice is great but the other two provide more structure and features when it comes to managing and viewing tickets. e.g. the colour coding, better dragging options and dark mode. it possible that dark mode is available with Freshservice but I have never been prompted to use it or test it.

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 is suitable for small teams that need to distribute tasks to team members without making the UI on page look clunky.

a specific scenario is where a manager want to track the progress of a team, they can easily see the ticket information as well as the notes to track progress

Freshservice Feature Ratings

Incident and problem management
8.9
Organize and prioritize service tickets
9
Expert directory
7
Service restoration
9
Self-service tools
10
Subscription-based notifications
7
ITSM collaboration and documentation
10
ITSM reports and dashboards
10
ITSM asset management
10.0
Configuration mangement
10
Asset management dashboard
10
Policy and contract enforcement
10
Change management
7.0
Change requests repository
5
Change calendar
6
Service-level management
10

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