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

Full IT Help Desk up and running in a day

What do you like best? Ease of setup, detailed documentation. thriving community and support available via email, chat and phone. Responsive Account Managers What do you dislike? Missing a few feature that would really help lock down requests. Such as full AD group sync. Recommendations to others considering the product: Very easy to setup. Make use of Support and the Community. We started with tickets coming in via email. Then published the portal a short time later. ...

Less laggy than connectwise !

What do you like best? This app is really fast and for us in IT it matters a lot! It should be your main priority! What do you dislike? There is no dark theme as of right now, it could be a little bit faster too, let agent disable some information display or features so it loads faster? Recommendations to others considering the product: Definitely use a dark reader or any chrome extension to make the page dark, because it's very white. Also, the hotkeys are a must! What ...

best helpdesk soltion I have worked with

What do you like best? users can easily make tickets and the overall flow of working on a ticket with a user is very good. What do you dislike? involve or contacting multiple users in one ticket. Recommendations to others considering the product: Would recommend it to anyone still using topdesk What problems are you solving with the product? What benefits have you realized? we are a small IT team with many users, before we used topdesk but our users did not like the ...

Good tool but missing important functionality [UPDATE!!]

What do you like best? Original Post: I like the user interface. Also the application is amazing from both a support level and a user interface. Much better than any of the other applications we have tested. Update: I have been using the product for several years now. They have grown so much as a product and company and one thing is very clear. They are hyper focused on customer success and adoption. What do you dislike? Original: No "If/Then/Else" ability in automation. The ...

I love the way of ticketing for problem in it department

What do you like best? What I like most about freshservice is the way nus can handle tickets in different ways. Soon we will incorporate the continuous improvement department into freshservice for the follow-up of their continuous improvement. What I also like is the fact that everything is customizable to what we want. It is easier with the freshservice dashboard to know where we are in our requests coming from the users. Another good thing about this software is the way the user sees ...

Works well, great support

What do you like best? Simple, easy to setup. Has everything you would need out-of-the-box for help desk, knowledge base, change management, and asset inventory system. What do you dislike? One quirky thing that we found was that you couldn't track software inventory the same way you could for hardware inventory. We ended up listing our software assets as software categories of hardware to get around it. Would also like to see a better free form method for describing inventory with ...

Customer Service was helpful

What do you like best? I asked a question regarding the service catalog (how many checkboxes are available) because I kept receiving an error when I tried to save. They told me the limit was 25. I provided my use case for why we needed more and they increased the amount to 60. It was very easy and quick to get that change. What do you dislike? Nothing to do with the customer service. FreshService isn't as customizable as I would like, having to do some workarounds. What ...

Simple, Effective service desk solution

What do you like best? Clear transparent system, easy to see who is managing what tickets. Can create workflows to automate some of the ticket admin What do you dislike? Nothing so far! the product suite has been well thought out Recommendations to others considering the product: Just go for it! What problems are you solving with the product? What benefits have you realized? the reporting functionality has increased our awareness into reoccurring issues that we've ...

Amazing Ticketing tool

What do you like best? The tool is very easy to use, friendly and modern. What do you dislike? Some configurations, as different permissions to see tickets are not available Recommendations to others considering the product: Good tool What problems are you solving with the product? What benefits have you realized? All IT issues Benefits; users like the tool and use it to ask for help

Great tool, and superb team behing it

What do you like best? The speed, and API first design. Good UX design What do you dislike? Support can be hit and miss depending on the day. What problems are you solving with the product? What benefits have you realized? ITSM