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About Freshservice

Manage your Assets from Purchase till Retirement with Ease

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Pros:

It was easy to get started and allowed us to integrate into out ERP software to allow tickets from it.

Cons:

I feel bad even complaining about it because it's so simple to use but I feel as if the interface could use an update.

Freshservice ratings

Average score

Ease of Use
4.5
Customer Service
4.5
Features
4.3
Value for Money
4.4

Likelihood to recommend

8.6/ 10

Freshservice has an overall rating of 4.5 out 5 stars based on 595 user reviews on Capterra.

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Filter reviews (595)

Maria
Maria
Global Head of Marketing in Austria
Verified LinkedIn User
Electrical/Electronic Manufacturing, 10,000+ Employees
Used the Software for: 2+ years
Reviewer Source

Solid, Reliable Ticketing Tool for our Marketing Function

4.0 2 years ago

Pros:

Great ticket-management tool for our Marketing function. 40+ users.

Cons:

As an IT-ticketing-borne tool, it does not always cater to the needs of a Marketing team. For more sophisticated Marketing planning, collaboration and reporting, we have now started using Freshservice.

Tony
Senior Systems Support in UK
Automotive, 501–1,000 Employees
Used the Software for: 1+ year
Reviewer Source

Alternatives Considered:

Freshservice - Great ITSM tools and keeps on improving.

4.0 last year

Comments: I really like Freshservice and it keeps being improved. They continually innovate and adding AI that can do ticket translations and summaries is really good for us as an international company. Support has been fantastic also.

Pros:

The ease of deployment for Freshservice was great. We were quickly up and running and the automation features are really good. They have recently also improved the AI capabilities which is good to see and constantly seem to improve the product.

Cons:

Reporting can be complicated. We had issues with line managers trying to create their own reports and then questioning the results as the criteria can be complex to understand. They have inbuild basic reports and these are OK

Laura
Marketing y Designer in Spain
Computer Software, 11–50 Employees
Used the Software for: 1-5 months
Reviewer Source

Freshservice has made managing IT requests a breeze. Highly recommended!

3.0 5 months ago

Pros:

The user-friendly interface and automation features have saved me time and effort.

Cons:

I wish the reporting and analytics capabilities were more robust. Some additional customization options would be helpful too.

Destiny
Desktop Support Technician in US
Construction, 201–500 Employees
Used the Software for: 2+ years
Reviewer Source

Most Comprehensible Ticketing System

5.0 3 months ago

Comments: FreshDesk is the first and only ticketing system our company is utilizing and it has made handling user requests so much easier. The workflow feature helps to easily divide tasks between IT staff.

Pros:

Freshservice really streamlines both the end user and IT experience. Even the least advanced users find it easy to submit tickets, and the layout is simple and comprehensible. The leaderboard and achievements features allow IT staff to evenly distribute workload as well as give users an incentive.

Cons:

I have no dissatisfaction to report with Freshservice.

Mikaela
Chapter Management Lead in Sweden
Information Technology & Services, 51–200 Employees
Used the Software for: 2+ years
Reviewer Source

Alternatives Considered:

Freshservice can help you work more efficiently.

5.0 11 months ago

Comments: If I have to make a new system choice today, I would choose Fresh again.

Pros:

In Fresh, the company can achieve a comprehensive ticket management solution. It's enjoyable to work in Fresh. It's educational, visually appealing, and helps us in our operations to deliver to our customers.

Cons:

Some of the requests we've made take time to be incorporated into the Fresh roadmap.

Tejas
Technical IT Support Manager in India
Information Technology & Services, 201–500 Employees
Used the Software for: 6-12 months
Reviewer Source

Alternatives Considered:

Manage your IT Service Desk, Freshservice gets it done

5.0 last year

Comments: Great! IT Service Management has become lot easier with freshservice.

Pros:

Ease of use, cross platform compatibility, multiple channels of support available.

Cons:

Needs to be more flexible and feature rich in work automations and customized fields.

Phillip
ICT Support Officer in Australia
Education Management, 51–200 Employees
Used the Software for: 1-5 months
Reviewer Source

Great standard feature Set on the whole, but new features seem to lag behind their FreskDesk system

5.0 last year

Pros:

The ticketing system is really easy to use, with lots of options for workflow automations and ticket management. The app marketplace is great for extending the functionality.

Cons:

FreshService seems more like a new branching out for the company, with a complete set of tools, but lacking refinement in a lot of places. There are also odd quirks like Discuss feature button being available, even though the Discuss feature doesn't work on FreshService yet.The mobile app is a bit of a let down, as it doesn't have a dashboard like the main site which makes it much more tedious to lookup ticket queues.The Notification spam through the app is terrible, pinging each notification one at a time to the phone, which is especially annoying when it sends over 30 notifications and doesn't group them.The system has some other weird quirks, like sorting a list can only be saved when you also make a change to the filter for the list. Another issue is that there is a blur effect on the title text that doesn't always go away when scrolling back to the top of the page, resulting in some text looking very soft and fuzzy

Raghavendra
IT Infrastructure in India
Hospital & Health Care, 201–500 Employees
Used the Software for: 2+ years
Reviewer Source

Alternatives Considered:

Freshservice is a real IT service

5.0 2 years ago

Comments: Good tool to implement not only in IT infrastructure but also to other deparments

Pros:

Collobration of tickets and task in incidents and tickets

Cons:

Transferring of tickets from one instance to another instance

Kevin
Learning and Development Admin in Greece
Information Technology & Services, 5,001–10,000 Employees
Used the Software for: 2+ years
Reviewer Source

Effective and easy to use

5.0 4 months ago

Pros:

Effective and easy to work with. Able to easily work on any type of incident throughout departments

Cons:

Interface is not the most intuitive to navigate.

Benjamin
Integration lead in UK
Hospitality, 51–200 Employees
Used the Software for: 1+ year
Reviewer Source

Good platform for case management

4.0 3 months ago

Comments: Very good platform for standard case management

Pros:

Easy to use and our user seem to get along with it well.

Cons:

Lack of integration with some of our other applications.

Colin
Solution architect in US
Entertainment, 501–1,000 Employees
Used the Software for: 2+ years
Reviewer Source

Review of Freshservice

4.0 last year

Comments: Very good experience. But when our organization became bigger and more systems were buildt, we found freshservice didn't have enough capability for integration. So it's hard to keep FreshService in our IT eco system

Pros:

Intuitive UI. Easy to self-study and self-deploy. Global wide search is very useful as well

Cons:

Not enough integration. Can't connect with other systems

David
Senior Systems Adminsitrator in US
Education Management, 201–500 Employees
Used the Software for: 1+ year
Reviewer Source

FreshService keeping ITSM fresh in modern systems

4.0 2 years ago

Comments: Over the course of a couple of years, we struggled to find the right ITSM solution that keeps it friendly for our end users to report issues while providing powerful tools for administrators to be ahead of the curve. FreshService brought a lot more than ITSM to the table. FreshService brings features for IT Operations, such as Service monitoring or alerts, to Asset management that integrates with our MDM solution—making the switch to FreshService has been easy, and adopting new best practices to provide an even better experience overall.

Pros:

The biggest pro that FreshService brings to our organization is having a single pane of glass for all the information I need. From keeping track of incoming tickets into the system to monitoring important assets, FreshService has made it easy and simple to move into the product.

Cons:

I feel that if I name any feature here that I don't like, the next month, they will have an update to make it better. That being said, because they are fast moving forward, that can interfere with workflows or automation you have in place since they introduce new ways to do "X Y Z," but it retires "A B C" in the process.

Lee
Application Support Manager in UK
Retail, 201–500 Employees
Used the Software for: 2+ years
Reviewer Source

FreshService - Essential for Ticket Management and ITSM

4.0 2 years ago

Comments: Change and Release Management have simplified and reduced the number of issues we have had as a business.One of the main benefits is the reduction in work duplication, using ticket assignation we have reduced the possibility of duplicating workloads across the teams.

Pros:

Ticket Management and Change Management are the two areas i appreciate the most. Over the years we have engaged with the Fresh Service support teams and community forums to provide feedback - which has been listened to and implemented in future updates.

Cons:

The alert management profiles and rules could do with an overhaul - at the moment we are having to setup multiple alert rules against a single Alert profile based on the content of the alert.Would be great to generate alert rules based on If / Or / And Statements.

David
IT Manager in US
Government Administration, 501–1,000 Employees
Used the Software for: 2+ years
Reviewer Source

Freshservice

4.0 2 years ago

Comments: Very positive experience as we are able to configure system to meet our needs.

Pros:

Freshservice contained the features and ability to meet our help desk, ticketing, and purchasing needs.

Cons:

Time Tracking and Interface to Billing System(s)

Jeff
IT Operations Manager in US
Consumer Services, 1,001–5,000 Employees
Used the Software for: 2+ years
Reviewer Source

Ease of use and all in one place

5.0 2 years ago

Comments: overall it has been a great experience and we would recommend it to other companies and divisions.

Pros:

I like the ease of use of the system and that we can have asset management, knowledgebase, and incident management all tied together.

Cons:

We have had issues with some of the integration pieces, but have sorted most of them out with Freshservice support. We still have a couple of issues we are working out, but overall we have been pleased with support services.

Reid
IT analyst operations in security in US
Machinery, 1,001–5,000 Employees
Used the Software for: 6-12 months
Reviewer Source

Fresh service as a ticketing system

5.0 2 years ago

Comments: It has been top-notch. I have no major complaints

Pros:

It is one of the most easiest and user-friendly product I’ve seen on the market. It also works very well for new time employees coming into the IT

Cons:

I do wish the reports could be easier to generate. Coming from a system, Lan sweeper with SQL database and reporting.

Lutz
Teamleader Service Desk in Germany
Wholesale, 51–200 Employees
Used the Software for: 2+ years
Reviewer Source

A good and powerful tool

5.0 last year

Pros:

easy way to customize for our needs, All needed functions are in place, easy to handle

Cons:

a good an helpfull too in my role as a service desk Teamleader.

Swati
System Admin in US
Education Management, 201–500 Employees
Used the Software for: 1+ year
Reviewer Source

Great Services

5.0 last year

Comments: This is one if the best ticketing services I have used!

Pros:

Easy UI. It is intuitive for first time users. Creation of Projects and umbrella ticket is another feature I like a lot.

Cons:

Notification can be improved. So far emails are the only way I get notified. If we can add a ping to MS Teams it would great.

Mario
IT Support SR in US
Information Technology & Services, 501–1,000 Employees
Used the Software for: 6-12 months
Reviewer Source

Alternatives Considered:

Freshservice IS a great Product

5.0 2 years ago

Comments: They have been helpful whenever we had an issue.

Pros:

Ticket System workflow is the best to use.

Cons:

it is a learning curve to use the workflow

micah
network administrator apprentice in US
Information Technology & Services, 11–50 Employees
Used the Software for: 6-12 months
Reviewer Source

pretty good, does the basics well. features could be improved

4.0 2 years ago

Comments: works for what it needs to do, but could be better

Pros:

ease of use. it's very straightforward and easy to catch on to. don't need a user manual to figure out how to use it

Cons:

mobile app doesn't have the same versatility the web version has, should be updated more frequently.

Verified Reviewer
Verified LinkedIn User
Computer Software, 1,001–5,000 Employees
Used the Software for: 6-12 months
Reviewer Source

End user for Helpdesk

4.0 last year

Pros:

The portal is easy to navigateSelf service portal is greatIntegrations: slack integration is super usefulWhitelabel feature is nice

Cons:

As an EndUser, not too much to report. Didn’t need any training to use which is good

Brandon
General Manager in US
Information Technology & Services, 11–50 Employees
Used the Software for: 2+ years
Reviewer Source

Great for customer support ticketing and tracking

4.0 2 years ago

Comments: We use Fresh Service for our customer support portal, with login access to self-help solutions, prompted responses, and messaging with live agents. The canned responses and auto solution recommendations are very helpful tools.

Pros:

Simple layout, easy setup, very functional for support ticketing and tracking.

Cons:

While many integrations are available, many don't work as desired or lack key features for full integration / automation of processes.

Francis
Cloud Infrastructure Engineer in UK
Information Technology & Services, 51–200 Employees
Used the Software for: 2+ years
Reviewer Source

Freshservice Review

5.0 2 years ago

Pros:

The ability to log tickets and assign tickets to users and also get notifications soon a ticket is updated with new information

Cons:

I'm not able to edit my message on a ticket after it has been sent

Linda
Quality Manager in UK
Hospital & Health Care, 10,000+ Employees
Used the Software for: 2+ years
Reviewer Source

Review of a service desk user of Freshservice

5.0 2 years ago

Comments: I use Freshservice to report problems, ask questions (especially connectivity questions) and request access to systems and files and it has never let me down yet.

Pros:

Simplicity of use. I am a non techie and I found it easy to use within my organisation

Cons:

I don't think there is anything I would like to see added as it would detract from the simplicity of use

Anmol
Cybersecurity Analyst in India
Information Technology & Services, 201–500 Employees
Used the Software for: 1+ year
Reviewer Source

Freshservice

5.0 2 years ago

Pros:

Easy to manage ticket and incidentworkflow automation is easy to create just drag the options and you can use themAttach SLA with business hours

Cons:

Support is not so goodcan't approve incident ticket directly