
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
Need Assistance?
We're here to help you with understanding our reports and the data inside to help you make decisions.
Get AssistanceFreshservice 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
- 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?
Pros
- Reliable
- Enables Productivity
- Unique Features
- Efficient Service
Cons
- Under Delivered
How to read the Emotional Footprint
The Net Emotional Footprint measures high-level user sentiment towards particular product offerings. It aggregates emotional response ratings for various dimensions of the vendor-client relationship and product effectiveness, creating a powerful indicator of overall user feeling toward the vendor and product.
While purchasing decisions shouldn't be based on emotion, it's valuable to know what kind of emotional response the vendor you're considering elicits from their users.
Footprint
Negative
Neutral
Positive
Feature Ratings
Integrated Discovery
Cloud License Management
Financial Analysis
Software Recognition Library
Decentralized Management
Data Import Export and Aggregation
End to End Lifecycle Management
Software Usage Metering
Advanced License Management
Analytics and Reporting
Vendor Capability Ratings
Ease of IT Administration
Usability and Intuitiveness
Ease of Implementation
Vendor Support
Availability and Quality of Training
Breadth of Features
Product Strategy and Rate of Improvement
Quality of Features
Ease of Customization
Business Value Created
Ease of Data Integration
Also Featured in...
Freshservice Reviews
Rochelle S.
- Role: Information Technology
- Industry: Government
- Involvement: Initial Implementation
Submitted Jun 2025
Support ticket as asset management
Likeliness to Recommend
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
Submitted Nov 2023
Use of computing and networking technologies
Likeliness to Recommend
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
Submitted Mar 2024
Easy to use, implement and the service is great!
Likeliness to Recommend
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