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

The best solution for HelpDesk I've implemented

What do you like best? The solution is very easy to use. The support team is easily reachable and they are able to solve most of the requirements thru the chat tool, What do you dislike? Reports are a little bit complex to use sometimes if you try to personalize them. They are working with the Analytics tools which seems to be more flexible What problems are you solving with the product? What benefits have you realized? 1. Tickets flow control. We can track the ticket ...

A modern servicedesk tool

What do you like best? FreshService is cloud-based, has apps that run on mobile devices, has single sign-on and is very intuitive. There are a lot of features that our previous servicedesk-tool could not do so it is such a relief that FreshService offers all these features. We went live with FreshService in March and 2 weeks later we had a company lockdown because of COVID-19. As we pushed the FreshService-app to all employees mobiles in March, employees knew how to create tickets and ...

Great service with individual solutions.

What do you like best? Freshservice (and Freshworks in general) is providing a very good kind of customer-service. Not just including fast and professional response to support tickets, but although kind of individual solutions as far as possible. The pricing is very good for all the service offered. What do you dislike? Some features for MSPs (Multi Service Providers) take a long time to be implemented. Recommendations to others considering the product: 1) Check if the ...

Helps me manage my IT inventory

What do you like best? I like the asset management module. I like how easily I can identify what assets are assigned to an employee (PC hardware, software licensing and subscriptions, etc.) I can easily report on what I have in stock and aging of computers. What do you dislike? Haven't experienced any downsides of using FreshService yet. What problems are you solving with the product? What benefits have you realized? I solved the problem of keeping a meaningful hardware and ...

Team Feels Freshservice is Clean & EASY

What do you like best? -Clean GUI -Easy to Use -Packed with Features -Great Asset Tracking -CSAT Scores -Very GOOD Mobile App -Easy configuration that can be done in house What do you dislike? -Agent in-app Notifications could use work. It would be nice to filter notifications by group Recommendations to others considering the product: Be very clear on your needs What problems are you solving with the product? What benefits have you realized? ...

Solid Platform for MSP

What do you like best? Able to Evolve the platform over time as our needs have changed What do you dislike? A lot of overhead in setting up. An import feature would have assisted. Recommendations to others considering the product: Design your support process well What problems are you solving with the product? What benefits have you realized? Dashboard customization allows for good Macro views for team management and the ability to focus on the desired area's for ...

Excellent product, brilliant support

What do you like best? Dashboard provides clear and concise information visually. Support has been extremely well received. What do you dislike? Some of the limitations of the Blossom package particularly with solutions not be available for templates requests from the end user portal. A pretty big jump in pricing from Blossom to Garden given only asset management and solutions being added. What problems are you solving with the product? What benefits have you realized? ...

Extremely useful program that is constantly evolving.

What do you like best? I like the customizability of the dashboard, the ticket filters, and the app. What do you dislike? Any problem I have had has been resolved in one day. Nothing to dislike about that. What problems are you solving with the product? What benefits have you realized? I work for a school district. I usually help teachers with computers, but we have opened our help desk in the COVID-19 pandemic to the public. They can easily create accounts and submit tickets.

FreshService is incredibly easy to use for the techies and the end users

What do you like best? The user interface is very intuitive allowing you to do things very quickly with little practise. What do you dislike? Some columns can't be added to the ticket view such as SLA forcing you to do an export to Excel to find detail. The workflow doesn't allow you to drag existing elements into new places once configured. Recommendations to others considering the product: FreshService is a very compelling platform. What it does do it does very well. User ...

Great all round support product

What do you like best? The user interface is clean and simple to use, it's easy for an end user to customise and manipulate the front end. There are large parts of the system that I've not explored yet What do you dislike? The change from Dispatchr Automator rules to Workflow automator meant that I have a huge workflow that I need to find time to break down into simpler individual workflows so that I can see easily what they do and where to change. If I was starting from scratch ...