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

Progression through automation

What do you like best? Freshservice are reactive and proactive. What do you dislike? Some support requests have taken longer to resolve than expected. Recommendations to others considering the product: Don't judge a book by its cover. You will see a good product at first but as you read further you will realise it is a great product. What problems are you solving with the product? What benefits have you realized? Asset collation and maintenance management ...

A Powerful and Versitile tool for Workflow Management

What do you like best? The automation that freshservice is capable of really helps us to maximize our efficiency at completing our tasks and managing our time. What do you dislike? Since I started using freshservice in April of 2019, the most consistent problem I've had is that the mobile app (android) does not always work properly. However, their support is very responsive when I report and issue and when the app does work, it helps tremendously when on the go. What problems ...

Good, intuitive product

What do you like best? Ease of implementation and adoption from users What do you dislike? Limitations on analytics and reporting; a little cumbersome in finding menues What problems are you solving with the product? What benefits have you realized? Insights to our IT support load, assignments, and response times. Improvements in our end user support (timeliness).

A complete Service Desk experience

What do you like best? The most helpful features are the all in one offering they have. Specifically to be able to view the assets and software that a requester has. Their integrations with tools such as Teamviewer is also beyond helpful and enables the support team to pretty much live inside Freshservice for all of their needs. What do you dislike? So far nothing has jumped out. There has been a couple of issues with things like SAML and service catalog but their support team has ...

It has many functionalities that I like.

What do you like best? It has reporting services and so many needed tools/setup for a ticketing application What do you dislike? The software and inventory need to be more robust. Recommendations to others considering the product: Good application What problems are you solving with the product? What benefits have you realized? Ticketing/KB/Reporting.

Best ticketing system for small to mid size business

What do you like best? Ease of use, convenient remote support, no infrastructure to maintain. What do you dislike? The only downside is if you want to track your assets with this system. You will pay extra for each hundred assets. What problems are you solving with the product? What benefits have you realized? We did not have a ticketing system and Freshservice gave us a free trail period to test it out. We were not disappointed! We were up and running within a few hours of ...

Very helpful staff

What do you like best? The very helpful staff and an intuitive system for the users. What do you dislike? Setup of different things are not always intuitive Recommendations to others considering the product: Just do it. What problems are you solving with the product? What benefits have you realized? Standarized tickets with all information needed from the users

Revolutionize Your IT Department

What do you like best? Freshservice streamlines our efficiency! What do you dislike? Least helpful is inventory integrations. Recommendations to others considering the product: I highly recommend this platform to any CTO or IT Director in need of improving overall efficiency and organization. What problems are you solving with the product? What benefits have you realized? I implemented Freshservice in the Fall of 2016 and it has completely revolutionized our IT and ...

Good service

What do you like best? The quick attention to questions on the Chat they handle. Their Chat also can appear on any tab, different to Fresh Desk. What do you dislike? You need to be very specific with questions, otherwise it takes a while for the Agent to understand what you're talking about. This survey is very long and it takes too many steps to reach. What problems are you solving with the product? What benefits have you realized? installation Process flow

Simple and modern ITSM tool

What do you like best? Easy to set up and use. Modern interface. Fast and efficient support. All-in-one ITSM tool for managing Tickets, Problems, Changes, Releases, Assets, Projects, Knowledge Base, etc. Good reporting and analytics, with many out-of-the-box reports. Integration with other Freshworks and third-party tools. Day Passes for occasional agents. Huge amount of resources (videos, ebooks, whitepapers, forums, etc.). We received a good discount as a ...