Love FreshService! Love FreshService! We use the FreshService help desk ticketing system. The system was simple to configure for our organization and easy to provide both to our internal folks as well as our clients. We are now operating all of our support for clients in the system. Their team provides timely responses to any questions or troubleshooting. Very grateful to work with them.

The best ITSM software I've used Setup couldn't have been much faster or easier. The whole system is fast and intuitive; even the mobile app. Customization options are plentiful, but not overwhelming. What I've been most impressed with is the support. The couple tickets I have put in with them have been responded to promptly and resolved on the first try. Overall it's a perfect fit for our organization.

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.

Absolutely dumb Absolutely dumb. The platform does not have a 'compose' button to initiate a conversation with a customer. Said again, you cannot simply click and text a customer, you cannot START an email with a customer.. you just can't do it. They say it's designed as a 'reply only' platform but if someone calls in and you need to send them an email or a text response, you will have to go into a completely different tab than your freshworks inbox.. you will have to create a customer journey and take about 4 other steps.. just to send a single email. Literally the absolute worst platform we've looked at because of this.

The product is OK for the price The product is OK for the price - more development is required to mature it. The support team often does not understand the issue being reported or recommend solutions that are not fit for purpose. The product needs to be more flexible, often we are told "thats not how ITIL works" and our requirements are dismissed. ITIL is a framework, not a set of laws so it would be nice if the system followed suit.