Freshservice Reviews

User Rating

4.7/5 (Based on 1,351 Ratings)

Rating Distribution

Excellent
77.6%
Very Good
19%
Average
1.8%
Poor
0.9%
Terrible
0.7%

User Sentiments

Intuitive User Interface, Extensive Features, Powerful Automation, Excellent Customer Support

Inconsistent User Interface, Limited Asset Management, Poor Reporting, Mobile App Limitations

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Review Summary

From the reviews, users appreciate Freshservice's user-friendly interface and its comprehensive features, which include incident management, asset management, and customer self-service. Freshservice is also praised for its strong customer support and the dedication of its team in accommodating user requests and addressing issues promptly. Additionally, it integrates easily with other applications, enhancing workflow efficiency. However, some users have expressed concerns about its occasional glitches and the need for improvement in reporting and analytics capabilities. Overall, Freshservice is a reliable and robust ITSM solution that caters to the needs of various businesses, making it a popular choice among users.

Pros

Easy to use and intuitive interface.
Comprehensive set of features and integrations.
Good customer support.
Affordable pricing plans.

Cons

Limited customization options.
Can be slow at times.
Occasional bugs and glitches.
May not be suitable for very large enterprises.

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Reviews

Danilo F

May 30, 2025 Source: G2.com

This leads to faster resolution times and improved user satisfaction Feedback Webnar Freshservice

What do you like best about Freshservice?

I love Automated Flows and Custom Objects

What do you dislike about Freshservice?

I don't like the project module, as it is very simple compared to Gira

What problems is Freshservice solving and how is that benefiting you?

As a Freshservice implementer, I'm very familiar with the tool. It solves several key problems, such as disorganized ticket management, manual processes, and lack of visibility into IT operations. By automating workflows, centralizing requests, and providing useful analytics, it helps teams work more efficiently and deliver better service.

matheusd l

May 29, 2025 Source: G2.com

SLA improvements, Intuitive Portal and Automations Experience for Freshservice

What do you like best about Freshservice?

What I like best about Freshservice, in a more casual way, is that it’s super easy to use and doesn’t make your head spin. Everything’s clean, organized, and you don’t need to be a tech wizard to figure things out.

What do you dislike about Freshservice?

Recommendations to others considering Freshservice?

Plus, it has some really handy features like:

What problems is Freshservice solving and how is that benefiting you?

Anderson F

May 27, 2025 Source: G2.com

Usability on Freshservice

What do you like best about Freshservice?

As a project manager, I consider Freshservice an essential tool for managing projects and tickets. Its highly customizable setup allows for efficient task management, ensuring organization and productivity. Additionally, the intuitive interface, automation features, and detailed reports are extremely positive aspects. The integration with other tools and customer support are also key differentiators that make Freshservice an excellent choice for internal management.

What do you dislike about Freshservice?

While Freshservice is a robust and reliable platform, some users report minor limitations, such as the need for more customization options in certain workflows and the lack of some advanced reporting features. Additionally, the initial setup can be somewhat complex, requiring extra time for adaptation. However, these aspects do not significantly affect the overall experience with the platform

Recommendations to others considering Freshservice?

Here's the translated response for the Freshservice review on G2:

What problems is Freshservice solving and how is that benefiting you?

What business problems is Freshservice helping to solve?

Karunakar K

May 22, 2025 Source: G2.com

Fantastic tool for managing SLA based tickets

What do you like best about Freshservice?

Workflows and flexible templates are very useful to develop processes as per your needs .

What do you dislike about Freshservice?

Service request template custom data fields do not support table structure. Approvers cannot validate or rectify/contribute to the Service Request.

What problems is Freshservice solving and how is that benefiting you?

Stream lining Master Data Management through Service Request custom templates and managing SAP support tickets.

Salvador M

May 22, 2025 Source: G2.com

I like it because I can automate processes when receive new tickets and I don't have to manually follow up in some cases I have used it and I like it because I can automate processes when receive new tickets

What do you like best about Freshservice?

.I have used it and I like it because I can automate processes when receive new tickets

What do you dislike about Freshservice?

eveything is goood nothing else that I need to add

What problems is Freshservice solving and how is that benefiting you?

I have used it and

Verified User in Telecommunications

May 21, 2025 Source: G2.com

Service solves the ticket management and SLA Very good Help Desk platform

What do you like best about Freshservice?

Easy to configure and implement new needs for our company and for the companies that we support.

What do you dislike about Freshservice?

Nothing, everything was good untill now.

What problems is Freshservice solving and how is that benefiting you?

Fresh

Verified User in Education Management

May 21, 2025 Source: G2.com

Great Ticketing

What do you like best about Freshservice?

FreshService has greatly improved ticket tracking and follow-through.

What do you dislike about Freshservice?

The only thing about FreshService that I dislike is the amount of time it takes to learn the system. It is so full of options and abilities, that it would take a very long time to feel like I was using the system to it's fullest potential.

What problems is Freshservice solving and how is that benefiting you?

FreshService is providing a method of automatic ticket creation, which helps us to stay on top of all issues that arise for each of our clients and allows us to follow each issue through to its resolution.

Ricardo Cesar A

May 21, 2025 Source: G2.com

A Simplified all around ITSM tool

What do you like best about Freshservice?

We use it daily here,

What do you dislike about Freshservice?

it'q quite simple to configure and use

Recommendations to others considering Freshservice?

Clear interface that allows simple implementation and integration

What problems is Freshservice solving and how is that benefiting you?

Fast response by customer support

Verified User in Computer & Network Security

May 19, 2025 Source: G2.com

Overwhelming

What do you like best about Freshservice?

Faster queue service, Friendly environment not just us users but for the clients too.

What do you dislike about Freshservice?

None at the moment since the tools is very overwhelming.

What problems is Freshservice solving and how is that benefiting you?

The submitted cases is no longer limited than the previous tool.

Boris C

May 17, 2025 Source: G2.com

Great ticketing system

What do you like best about Freshservice?

We love the automation rules we implemented in Fresh service, for example when we set the cases as SO (Solution Offered), Pending, or any specific status, we have implemented a three strikes rule, where follow up emails are being sent automatically. This saves a lot of time because previously in Salesforce this was done manually.

What do you dislike about Freshservice?

So far I don't really dislike something in particular, we are already using this service to handle the tickets, one of our engineers did the ticket migration, and we are still in the process of configuring everything, so nothing so far that we dislike.

What problems is Freshservice solving and how is that benefiting you?

We use FS mainly to handle the cases that our customers are opening either through the portal or by sending an email to the support email address. We also use it for reporting, get the analytics of the cases we are receiving.

Freshservice Reviews

User Rating

Rating Distribution

User Sentiments

Do You Use Freshservice?

Review Summary

Pros

Cons

Danilo F

matheusd l

Anderson F

Karunakar K

Salvador M

Verified User in Telecommunications

Verified User in Education Management

Ricardo Cesar A

Verified User in Computer & Network Security

Boris C

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