Very Good but support could be better.
January 13, 2026

Very Good but support could be better.

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

Overall Satisfaction with Freshservice

Very Good, Works well for us in our small IT Team.

Pros

  • Tickets
  • Projects

Cons

  • AI
  • Flexabilty
On Boarding tools are very good, There service themselves has been frustrating at times where everything seems to follow a script/
Support can feel very scripted. When trying to contact them the chat system can be very frustrating just to ask a simple question. This then leads to avoidance of contacting them because it can become very annoying. Email support can take a long time to come back to you. This just drags simple questions out.
Good Value for money,
Can be rolled out across different teams

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?

I wasn't involved with the implementation phase

Would you buy Freshservice again?

Yes

It works well well within our small team we can run our projects, New Starters and purchasing all from one place and collaborate with each other in a quick and easy manner.

Freshservice Feature Ratings

Organize and prioritize service tickets
6
Expert directory
6
Service restoration
7
Self-service tools
8
Subscription-based notifications
9
ITSM collaboration and documentation
5
ITSM reports and dashboards
7
Configuration mangement
4
Asset management dashboard
2
Policy and contract enforcement
1
Change requests repository
3
Change calendar
1
Service-level management
4

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