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Freshservice Logo
Freshservice Logo
Freshworks Inc.

Freshservice

Composite Score
6.9 /10
CX Score
6.8 /10
Freshservice
6.9 /10

What is Freshservice?

Your service desk software is supposed to make supporting users easier, not harder. Since Freshservice is 100% on the cloud, there is nothing to install, maintain or babysit. Login from just about any device, anywhere, and deliver exceptional IT service to your users all day, every day.

Company Details


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Freshservice Ratings

Real user data aggregated to summarize the product performance and customer experience.

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

81 Likeliness to Recommend

88 Plan to Renew

74 Satisfaction of Cost Relative to Value


Emotional Footprint Overview

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Emotional Footprint Overview

Product Experience:
87%
Negotiation and Contract:
59%
Conflict Resolution:
70%
Strategy & Innovation:
77%
Service Experience:
83%

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

+75 Net Emotional Footprint

The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.

How much do users love Freshservice?

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11% Negative
0% Neutral
89% Positive

Pros

  • Reliable
  • Enables Productivity
  • Unique Features
  • Efficient Service

Cons

  • Under Delivered

Feature Ratings

Average 76

Integrated Discovery

85

Cloud License Management

81

Financial Analysis

78

Software Recognition Library

77

Decentralized Management

77

Data Import Export and Aggregation

75

End to End Lifecycle Management

74

Software Usage Metering

74

Advanced License Management

73

Analytics and Reporting

70

Vendor Capability Ratings

Average 77

Ease of IT Administration

83

Usability and Intuitiveness

83

Ease of Implementation

81

Vendor Support

79

Availability and Quality of Training

79

Breadth of Features

78

Product Strategy and Rate of Improvement

77

Quality of Features

77

Ease of Customization

74

Business Value Created

72

Ease of Data Integration

69

Freshservice Reviews

Rochelle S.

  • Role: Information Technology
  • Industry: Government
  • Involvement: Initial Implementation
Validated Review
Verified Reviewer

Submitted Jun 2025

Support ticket as asset management

Likeliness to Recommend

8 /10

What differentiates Freshservice from other similar products?

Tech support and vendor meetings

What is your favorite aspect of this product?

The web interface

What do you dislike most about this product?

Searching old tickets from deactivate users.

What recommendations would you give to someone considering this product?

Define what your needs are.

Pros

  • Performance Enhancing
  • Enables Productivity
  • Caring
  • Respectful

Michelle H.

  • Role: Sales Marketing
  • Industry: Technology
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Nov 2023

Use of computing and networking technologies

Likeliness to Recommend

10 /10

What differentiates Freshservice from other similar products?

It's an excellent resource for managing the company's IT assets and for providing timely, accurate support to employees and customers across the board. I like how straightforward it is and the convenience of use implied by its sound design and simple operations; it also features a very effective ticket manager, allowing us to track tickets in detail and correctly from start to finish.

What is your favorite aspect of this product?

In the age of information technology and the pursuit of better management in general, Freshservice has become a vital tool for my company. We are able to save a lot of time and money thanks to the streamlined process it facilitates for managing assets and incidents, which ultimately benefits the development and expansion of our company.

What do you dislike most about this product?

There isn't much information available to help train new users, and the software's filtering features are minimal.

What recommendations would you give to someone considering this product?

It's a win-win solution for any business that needs IT services; the tool is intuitive, simple, and packed with features that make the most of its users' information literacy. We felt obligated to fill this void because information technology (IT) is crucial to every company's expansion.

Pros

  • Helps Innovate
  • Reliable
  • Enables Productivity
  • Trustworthy

Wesley B.

  • Role: Information Technology
  • Industry: Technology
  • Involvement: IT Development, Integration, and Administration
Validated Review
Verified Reviewer

Submitted Mar 2024

Easy to use, implement and the service is great!

Likeliness to Recommend

8 /10

What differentiates Freshservice from other similar products?

Built in workflows are very intuitive and support is there if needed

What is your favorite aspect of this product?

The automation and integration capabilities.

What do you dislike most about this product?

Some reporting is a little finicky and difficult to translate

What recommendations would you give to someone considering this product?

Get it if you're looking into an internal ticketing platform!

Pros

  • Helps Innovate
  • Continually Improving Product
  • Reliable
  • Performance Enhancing