Freshservice Reviews in July 2026: User Ratings, Pros & Cons

"Great ITSM and Internal Ticketing System"

What do you like best about Freshservice? Freshservice provides a slick interface, fast customer support, and intuitive management. The interface is straightforward for end-users to understand, support tickets receive replies quickly, and making adjustments is easy to understand. What do you dislike about Freshservice? There are a few pieces here and there that don't function as expected and a few options that would be ideal but are unavailable. For example, certain fields do not function ...

"Very Good"

What do you like best about Freshservice? I like the technology and innovations that are brought to the customers What do you dislike about Freshservice? The reports part could be simpler and more intuitive; Things work, but we need to do a lot of filters and selections; Make reports and management views simpler and easier to do; What problems is Freshservice solving and how is that benefiting you? Currently no problem;

"Extremely Simple yet highly advanced ITSM/ESM solution"

What do you like best about Freshservice? 1. Simplified UI 2. No Scripting/coding required for workflows 3. Centralized admin console - easily configurable platform What do you dislike about Freshservice? Nothing specific, any organization looking for ITSM/ESM solution can look into Freshservice as it covers all core functionalities What problems is Freshservice solving and how is that benefiting you? My organization uses Freshservice as a centralized support hub for all teams. Any employee ...

"One of the best Service Desk tool for sales"

What do you like best about Freshservice? Freshservice is web and mobile-based ITSM ticketing tool to track the customer ticket. The more impressive part of this tool is its superb support service. I experienced while working on SSO integration. Workflow automation is excellent, and any non-technical person by following the documentation, can work on it. What do you dislike about Freshservice? Active Directory and SCCM asset, user syncing need more work. The ability to automate between ...

great product

great product, best ITSM UI i worked with which makes it so user/agent friendly. i hope they will add some customization in the reports section

"FreshService Helpdesk Software"

What do you like best about Freshservice? Simplicity and adaptability Encrypted with AES-256-bit standards FS does not have access to our data Uses ITIL Integrates layers and tiers of our IT structure with our customer base Analytics What do you dislike about Freshservice? Some fields cannot be adjusted. Would like to be able to rearrange the format/ order of field son tickets pages. Recommendations to others considering Freshservice: Have enjoyed using the product and appreciate that it is ...

"The perfect solution for small to medium sized organization that want to adopt best practice ITSM"

What do you like best about Freshservice? Freshservice has provided us a solution that allows us to implement an ITSM framework. Our team was new to these concepts but quickly came up to speed with the system. We especially like the ability the system gives us to tailor workflows to our specific needs. What do you dislike about Freshservice? There have been occasions where the system did not have a piece of functionality that would have made our processes go from good to great. I do have to ...

All support tools in one place

PROS: Take all possible tools for handling support that come to your mind, and put them in a single dashboard. That’s exactly how Freshservice looks! The tool integrates Hardware, Helpdesk, IT, and many other features that make proper support possible. Besides, it is heavily equipped for customization, and there is hardly any chance that a tool will be missing. Even if it does, their support service is always on alert for innovations. I can’t find enough words to praise the quality of our ...

"Freshservice - Make IT management very easy"

What do you like best about Freshservice? Best UI, easy to manage my daily tickets, Admin panel, the navigation, and excellent. Using fresh service from last 5 years, being as IT HELPDESK Administrator. What do you dislike about Freshservice? User interface is bit outdated now, UI team must work to match the other products. Otherwise, it is perfect. Recommendations to others considering Freshservice: Just go with it. What problems is Freshservice solving and how is that benefiting ...

"easy , smart and good design"

What do you like best about Freshservice? AI portion , if I sent mail to helpdesk address , then the tichet will be built automatically What do you dislike about Freshservice? the survey take too much of my time , I've got other importatant things to do , another thing is that some bug in this service , like combine 2 disconnected email to 1 ticket , that's bad Recommendations to others considering Freshservice: You will love it after you try it What problems is Freshservice solving and how ...