We picked FreshService over ServiceNow We picked FreshService over ServiceNow, XenDesk and Spiceworks. The instance is easy to set up and customize, and their support is always fast and helpful. It's way cheaper than ServiceNow and gives a lot of the same features. It's not as customizable, but unless you have a very large organization, an MSP, or highly stringent requirements you can get a lot of the same functionality without paying an arm, leg, spleen and part of your first born.

Ever improving... We've been using Freshservice for some time and it keeps getting better. The team are really quick to respond to support issues, and the management are great at engaging with customers. They clearly want to keep improving the product and when we do find areas that don't quite meet our needs they are always keen to develop the product to overcome this, or point us in the right direction.

Freshservice is our Incident Mngt tool since 2016 We are using Freshservice since 2016 and the product supports our needs very well. Just some simple configurations and the solution is ready. It is directly usable and follow the important rule : Keep it simple ! In case you need some support on the tool, the FAQ are complete and the direct online support is always accessible. Do not hesitate to try it !

Great potential, but buggy and with horrible support We have been using Freshservice for the last 2 years. While the product has many options and integrations, it is one of the buggiest tools I have used. We had several issues with the product; Either an integration is not working or tickets not being created during onboarding workflow, etc. Dealing with Fresh's support is another problem. We have created several tickets re. these issues and the reply was either 'test it again', 'we cannot find anything in the logs', or 'there is nothing we can do'. For an enterprise ITSM solution I find these answer unacceptable. I believe the tool has many possibilities but the amount of bugs and the bad level of support received is making us consider migrating away from it.

Awful support for a halfway decent product. Good product, awful customer service. I mean, literally some of the worst i've ever had. They will close your tickets despite knowing the product is broken, they'll ruin your data exports multiple times (and always at the worst possible times), they just say "we understand" instead of actually trying to fix it. The account managers are alright but when you have to deal with the support team, you'd be better off speaking to a wall.