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

Tooling is great, only issue is seasonal animations (requests a lot of performance from the system)

What do you like best? The easy solutions and the discuss features. The app on mobile. What do you dislike? The bulk action service is not always working as expected. The web interface on mobile. Picture pasting not always working as expected ( Shows preview, but will not always add the picture ) What problems are you solving with the product? What benefits have you realized? The application has simplified my work and helped me to make more manuals ( because of the easy ...

Mix feeling about this service

What do you like best? I like how users can easily create tickets for support. What do you dislike? I dont like how inventory is not really easy to understand and manage. What problems are you solving with the product? What benefits have you realized? I am just using for ticket management.Look to expend my knowledge

Great product

What do you like best? It has a simple interface and it is cloud hosted, but still has all the features I needed. What do you dislike? There are several features in the higher level products that I would find useful, and would like to have access to. What problems are you solving with the product? What benefits have you realized? We now have a fully functioning service desk system that generates tickets from client email requests.

Honestly awesome, such a powerful tool with the best remote support.

What do you like best? how many things you can do with it and also the remote support, it is always a pleasure getting in touch with them, knowing that they will know what to do and will do the most of them. What do you dislike? some bugs that may happen sometimes but it is normal considering how big this app is. Also, beign that big, there are a lot of things to get to know the app and at the biginning it is a bit hard. Recommendations to others considering the product: Be ...

Very handy tool

What do you like best? I like the fact that this tool is easy to use and quite intuitive. What do you dislike? Configuration can be tricky sometimes :) Recommendations to others considering the product: As previously said it is really handy, easy to use and I think this is a really good tool. Configuration can be tricky sometimes so you might want to consider having an expert on board but all in all it's a very simple and easy tool so far (implementation is not done yet!) ...

Everything you might expect from a modern ITSM tool with great support and affordable price.

What do you like best? - Easy to set up. We were ready to go live in 2 days. - Prompt support. - Highly customizable. - Integration with Microsoft Teams - Mobile app What do you dislike? - Migration from our old helpdesk was somewhat complicated. - I would love to see better email integration, i.e. sending email from our email system and not using Freshservice's Sendgrid based emailing. Recommendations to others considering the product: Try it and I'm sure ...

Easy to setup and great technical support when needed

What do you like best? It has allowed us to collate all of our helpdesk requests into one location that was easy to setup and adopted well by our end users. The layout is clean and straight forward to follow and being built around the ITIL framework allows you to manage a busy IT Helpdesk (including Change and Project Management) effectively. Also the ability to have many different communication channels as standard without having to pay for the common ones is a huge bonus. ...

FreshService is a great tool

What do you like best? The look and feel of the application and the fact that the team is constantly updating/upgrading new features. The fact you can configure automation and forms as your desire easily. What do you dislike? The tool sometimes limits you from customizing in a "smarter" way of creating forms. And in the asset management, a lot of entities are still not linked. As a result one should enter the same information in multiple fields. What problems are you solving ...

Quality Product with Great support

What do you like best? Support is excellent and very responsive. What do you dislike? The built-in reporting could be improved. Recommendations to others considering the product: Fully commit to deployment and user adoption/ What problems are you solving with the product? What benefits have you realized? We now have greater insight to the problems our users are facing.

Outstanding service

What do you like best? Fast response and agility of support representatives. What do you dislike? 3-rd party partner of Freshservice was a bit hard to deal with. But I believe it's not FreshService's fault. What problems are you solving with the product? What benefits have you realized? We get a platform where we can communicate with end customers through various channels.