
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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Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard
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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.
85 Likeliness to Recommend
Down
5
Since last award
92 Plan to Renew
Down
5
Since last award
81 Satisfaction of Cost Relative to Value
Down
6
Since last award
Emotional Footprint Overview
- Product Experience:
- 88%
- Negotiation and Contract:
- 75%
- Conflict Resolution:
- 85%
- Strategy & Innovation:
- 83%
- Service Experience:
- 88%
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.
+84 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
- Trustworthy
- Respectful
- Efficient Service
- Reliable
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
End User Support Solutions
Technician Administration
End User Self Serve
Service Catalog
Multi Device Capability
Multi-Site Functionality
Integrated Knowledge Management
Reporting
Integration With IT Tools
Vendor Capability Ratings
Ease of IT Administration
Ease of Implementation
Business Value Created
Usability and Intuitiveness
Breadth of Features
Ease of Customization
Quality of Features
Availability and Quality of Training
Vendor Support
Ease of Data Integration
Product Strategy and Rate of Improvement
Freshservice Reviews

Dennis N.
- Role: Information Technology
- Industry: Other
- Involvement: IT Development, Integration, and Administration
Submitted Dec 2021
Fresh Service is easy to use. Its a great product!
Likeliness to Recommend
What differentiates Freshservice from other similar products?
Easy initial configuration and setup, comprehensive reporting templates
What is your favorite aspect of this product?
User interface is easy and appealing to working with.
What do you dislike most about this product?
So far I love the products features.
What recommendations would you give to someone considering this product?
This product is fantastic especially in administering IT helpdesk and IT assets management. It employs the whole aspect of IT service management.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing

Finn M.
- Role: Consultant
- Industry: Manufacturing
- Involvement: IT Leader or Manager
Submitted Dec 2021
Great ITSM, worth a view
Likeliness to Recommend
What differentiates Freshservice from other similar products?
Great UI, great features, great all round
What is your favorite aspect of this product?
The ITSM features
What do you dislike most about this product?
None, it has great API integration and great UX
What recommendations would you give to someone considering this product?
No doubt best ITSM tool
Pros
- Continually Improving Product
- Reliable
- Effective Service
- Inspires Innovation

Jay H.
- Role: Information Technology
- Industry: Technology
- Involvement: IT Leader or Manager
Submitted Dec 2021
Great product! I recommend it as a good investment
Likeliness to Recommend
What differentiates Freshservice from other similar products?
Integration
What is your favorite aspect of this product?
Easy to use
What do you dislike most about this product?
Setting up auto responses
What recommendations would you give to someone considering this product?
Don't be afraid to customize it for your needs
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing