Freshservice Reviews

“helpful ticket tracking experience”

Pros

Submitting and tracking IT tickets is very easy and the UX is great. It's simple to check the status of a request which really matters because IT plays such a central role in my day-to-day work.

Cons

Biggest downside is the number of emails. I really wish opting out was more flexible so you'd only receive the updates that actually matter.

“strong analytics but limited flexibility”

Pros

For teams and organizations that can't justify putting a lot of time or payroll into a full- or part-time developer, the turnkey setup is a big advantage. The low- to no-code environment lets you spin up modules right away and start handling incidents, requests and similar workflows without much delay. On top of that, the built-in analytics tools make it possible to build customized dashboards and reports that are useful for strategic planning around operational metrics.

Cons

That same turnkey SaaS approach is also where the product becomes limiting. If you want to take Fresh's framework and adjust it slightly to better match your needs, that's basically not an option. If you want deeper customization within a module even while staying inside the normal boundaries of an ITIL product, that flexibility still isn't really there. And if you submit a feature request, it may land in the backlog but it could easily take years before it actually shows up in a release.

“clean ITSM platform value”

Pros

Right away the interface feels clean and easy so it doesn't take much training before people can start being productive. It also avoids the over-architected feel that some competing products have which helps IT teams get onboarded quickly. Out of the box, it covers the core ITSM needs really well, including incident, problem, change, asset management and CMDB all on one platform making it much easier to replace scattered tools. The automation around ticketing and asset tracking cuts down on manual effort and helps reduce downtime which is a big efficiency boost. It also does a good job of centralizing requests and improving collaboration through integrations so teams can move away from patchwork setups with separate ticketing, asset and project management systems. Real-time dashboards and reporting make data-driven decisions easier and it's reassuring that the platform supports GDPR compliance along with SSO, role-based access, IP whitelisting and MFA. Overall, it comes across as a strong value option compared with ServiceNow and Jira Service Management especially for small to mid-sized IT teams.

Cons

Once you get beyond the basics, the custom workflows on the base tier can start to feel restrictive especially if you need more advanced automation. In a lot of cases, it feels like you have to upgrade plans to access the features you actually want. Advanced customization is also not as flexible as expected and building reports around unusual or non-standard data points can require workarounds. Reporting in general can be limiting since users mention not always being able to pull the exact views they need, such as reports based on conversations or replies. Large data imports can sometimes get stuck which is something competing tools seem to handle better. The AI features have improved but they still occasionally misclassify requests or escalate more nuanced issues incorrectly. Integrating with outside systems can also get complicated and may require specialist knowledge and at very large enterprise scale some limits can show up around handling peak ticket volumes. Pricing is also viewed differently depending on the buyer, with some smaller customers noting that higher tiers do not always feel like the best value.

“all-in-one value and usability”

Pros

At its earlier price point this was an excellent-value tool that covered several IT needs in one place, including operations management and ticketing. The platform also felt very polished, simple and pleasant to use overall.

Cons

The overall platform experience is great but a few parts could still be improved. Areas like IT asset management workflows and the AI features would benefit from being more advanced and simple.

“Customizable platform with attentive support”

Pros

Platform felt highly customizable and full of potential for both companies and employees. On top of that, the customer support team has been very attentive and always ready to help with any project-related question.

Cons

A challenge on our side was not fully understanding how to use the application to its fullest potential which ended up limiting the value we were able to get from it.

“helpdesk-friendly and excellent value”

Pros

Right from the start, it felt very approachable for L1/L2 IT helpdesk agents. It's also very good value for the money. When using the core setup, Incident, Change, Problem, Project, Task, CMDB and similar modules, the overall ergonomics of the system are excellent.

Cons

There are fairly frequent cases where the ideas are really strong but the execution falls short. At times, it's hard to tell whether the product team is fully aligned with development. It also feels like some features would benefit from more user testing before release.

“Amazing ticket tracking”

Pros

Among the ITSM platforms we've worked with, this has been one of the best. It helps us handle and close internal tickets efficiently, makes giving feedback easy and gives us much better visibility into progress across tasks and requests.

Cons

Outside of ticketing, a few of the other modules still seem to be developing, particularly asset management and the workflows for change management.

“all-in-one IT value”

Pros

It covers a wide range of features that let us handle multiple IT operations efficiently from one place. From ticketing to broader IT workflows, it brings a lot together and offers very great value for the money.

Cons

At first the interface can be a little confusing and moving between different sections is not always simple. It takes some hands-on time before users really get comfortable and know their way around the platform.

“reliable ticketing for support”

Pros

Running our internal support desk through it has worked really well. It keeps ticket tracking, management and closure very easy and the whole process feels efficient and simple to handle.

Cons

CMDB feature gave us quite a few problems and the overall UI can be tricky to find your way around. The ticketing side is simple and user-friendly but the other modules do not come across as simple or as aligned.

“Great automation for ticket routing”

Pros

Its workflow automation is one of its biggest advantages. Being able to set up and customize workflows makes it much simpler to send tickets automatically to the right teams or specific people based on conditions like category, priority or requester. That cuts down a lot on manual triage and helps make sure tickets reach the right hands from the very beginning.

Cons

Overall it's a dependable ITSM platform with great core features but some parts can feel a little limited when it comes to flexibility and customization especially if you're trying to create more advanced workflows or more tailored user experiences. On top of that, there are occasional GUI quirks or bugs that can slow things down or force you to use workarounds, particularly while setting up more complex automations. Even with that, it remains a reliable option for everyday service management.

“helpful support and usable api”

Pros

Getting started with the platform has been easy and the customer support team has been a big help to our group especially when it came to understanding how to work with the API. They were very supportive throughout the process.

Cons

A few features especially the built-in widget for our customers, are difficult for them to use and end up creating a less satisfying experience.

“knowledge base links are fantastic”

Pros

One feature that really stands out is how easily knowledge base articles can be linked directly to tickets. It has made a noticeable difference in how quickly we resolve issues and how efficiently our agents work. Rather than wasting time searching for answers or rewriting the same solutions, the team can attach the right documentation to a ticket in just a few clicks. That saves time, improves collaboration across the team and also helps end-users by giving them clear, practical self-service articles right inside their support requests.

Cons

Part that still needs work is formatting knowledge base articles. The editor can feel a bit buggy and inconsistent especially when trying to line up images, change fonts or keep the styling clean and consistent across multiple articles. We usually have to spend more time manually adjusting things than we should just to get an article looking the way we want before it goes live.

“Easy workflow management”

Pros

User interface feels very user-friendly, customer support has been reliable and building workflows is easy. The service catalogue also comes pre-defined in a way that makes it simple to understand and use.

Cons

There's no way to pull a report on agent availability. If you need to check a specific agent's availability for a particular day especially when auto-assignment is enabled, that option isn't available.

“Centralized service desk”

Pros

It helps users submit tickets, supports HR needs and includes onboarding features as well. Everything can be tracked in one place so there's no need to manually update other IT admins when a case comes in.

Cons

There are extra costs for admin access and at times we need to include the entire IT team. It also doesn't feel like the best fit for smaller companies with fewer than 100 employees since people will often just go directly to the IT department for support. Any management changes also have to be updated manually.

“Flexible ITSM platform”

Pros

Usability and customization stood out to me. It doesn't lock me into limited out-of-the-box setups and the licensing is also very reasonably priced.

Cons

I've noticed that a few functions seem to be missing in the Assets module. For instance, in Contracts, there's no current way to mark contracts as retired or archive them after they've expired and no longer need renewal. The same goes for Inventory, where decommissioned assets can't be archived to keep the CMDB clean and up to date. Hopefully, these capabilities will be included in a future release.

“Reliable ticketing solution”

Pros

It's a pretty versatile product and generally user-friendly. The ticket management is handled really well and the workflows are strong with a lot of useful functionality.

Cons

A few features don't work the way they should, the documentation feels outdated and access to certain items isn't very clear. One issue I keep running into happens when I try to edit a form and the system rejects the change. For example, I'll remove one field and replace it with another but it won't save because it seems to ignore the deletion, remembers the original name and then blocks it as a duplicate.

“excellent customer support”

Pros

Whenever we need help, their support team is quick to reach and genuinely helpful. They guide us step by step through any issue and help us find the right solution when we need it.

Cons

I really don't have any complaints. We use it as our IT ticketing and automation support system and if we need it to handle something new, the low-code options make that possible or we can call and get walked through it.

“All-in-one IT management”

Pros

Having so many tools gathered in one platform has been a real benefit for us. The ticketing system is easily the strongest part of the product and it has given us enough flexibility to tailor it to our environment and workflows. Reporting has also been a big highlight, helping us build useful dashboards and monitor data in a meaningful way. It's been really convenient to have asset management, onboarding journeys, project management and automation tools all available in one place instead of juggling several separate systems. Being able to customize the branding so it matches our organization has been a nice bonus too.

Cons

With such a broad set of modules and features, we've run into a noticeable number of bugs and the pace for fixes and improvements has felt slower than we'd like. Certain parts of the platform definitely feel more refined than others. The project management module is useful to have built in but it can come across as buggy and not as simple as standalone project management software. We've also had trouble with integrations and workflows, including Slack form auto-fill issues, limited widget options for SLA dashboards and bugs in the onboarding journey process that have made adoption slower.

“Smooth implementation experience”

Pros

Getting started with it felt very easy and even the more complex functions we built into our subscriptions didn't take long to move from request to working solution. The product support has also been outstanding throughout.

Cons

Some third-party connectors especially Workday, are too expensive to realistically adopt. Also, needing so many runs just to complete a simple action feels excessive for small to mid-sized organizations.

“user-friendly admin portal”

Pros

From an IT standpoint, the platform is user-friendly when it comes to configuring the instance and the self-service portal is also very simple for our end users to navigate and use.

Cons

The only real downside at the moment is the time it takes to get certain feature or product enhancements implemented. Other than that, there really is not much else to call out as a con right now.

“Complete IT management system”

Pros

Right from the start, the platform offers a broad set of features, including IT management, change management and incident management. Having all of these processes handled in one place helps teams work more efficiently and keeps operations much better organized.

Cons

A worthwhile improvement would be stronger AI-powered enhancements and more intelligent automation. With so much functionality packed into the system, locating certain features and moving through the different options can sometimes feel a little challenging.

“Efficient ticket management”

Pros

Handling internal IT tickets with this tool has been a huge help for our teams. We've relied on it heavily and it's really stood out because of its broad feature set, strong automation options and the way it keeps ticket management organized and efficient.

Cons

Platform comes with a lot of features and capabilities which makes it a great choice for growing teams. That said having so many options can make the onboarding process feel a little complicated at times especially when trying to navigate the system and figure out where certain functions are located.

“innovative ITSM solution”

Pros

It keeps improving its core ITSM platform and that ongoing innovation really stands out. It has been especially useful for agents when they need to make sense of long, messy requests and issue descriptions submitted by users. The built-in features especially orchestration and workflows, are a favorite across teams because they're easy to understand and practical to use. It's not just the IT department benefiting from them either, business teams like People & Culture and Payroll rely on those workflows a lot as well. Another feature that gets a lot of appreciation is the ability to restrict agent groups which works particularly well for departments like Finance, Payroll and People & Culture since it keeps their tickets visible only to the approved teams.

Cons

Honestly there's nothing I dislike here. The product has a great roadmap and the team actively includes features that may not be available yet into future plans, then keeps customers informed once those updates are released. I really don't have any complaints about it.

“clear ticketing and organized workflow”

Pros

One of the best things about this software is how well organized and easy it feels. It makes managing IT tickets and requests very clear so items do not get overlooked or lost. The interface is clean, simple to follow and easy for even new users to understand quickly.

Cons

A downside is that some of the more advanced features are locked behind the higher-priced plans. It can also feel somewhat limited when dealing with very complex workflows or the needs of larger companies.

“responsive support....”

Pros

Customer service has been responsive and friendly. The platform includes a broad set of features and services under one license which is refreshing because I'm not constantly being pushed toward extra add-ons. My service team stays involved and regularly brings new ideas and practical solutions that help improve both my organization and how we use the product. The interface is also easy so managing the environment didn't take long to learn. Before this role, I hadn't used it or even heard of it yet I was able to get up to speed quickly and be productive from day one.

Cons

One area that has been challenging for me is building my own dashboards to highlight the data that matters most for my role. I've had some trouble getting the reporting set up exactly the way I want it. Since I usually prefer handling things myself, that part was a little frustrating. That said when I reached out to my account team, they stepped in and helped create what I needed pretty quickly.

“Refresh on help”

Pros

The assistance I received was professional and provided me with the appropriate information.

Cons

I had a rather pleasant experience with the software, and it offers good service.