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

Excellent incident and service request communication and productivity tool for end-user support

What do you like best? - Workflow Automations. - Quick responses & shortcuts. - Well organized views. - Knowledge Base - Easy to use - AD Integration What do you dislike? - Could use a little more color shading by priority to help sort a board of many requests. Can accomplish by opening several tabs/views. - Difficult to group Parent-Child tickets if tickets are already closed/can't remember title or requester of previous tickets that have grown to become a ...

Knowledge

What do you like best? Manage all of our services in just one tool. What do you dislike? Thera are things that i would like to make changes and lastly, im in permanent contact with the FreshService Support, to help me on that What problems are you solving with the product? What benefits have you realized? All Incidents and Services requests today are handled and recorded via ticket. The reports are practical and easy to present the numbers to the company management.

Snappy, Easy-to-Use Interface

What do you like best? The ease of use and snappy interface. I was able to familiarize myself with the product quickly and the customer support team is attentive and great to work with. What do you dislike? I wish it were a little easier to track closed tickets. What problems are you solving with the product? What benefits have you realized? I am able to track tickets easier through the web and mobile app. Our users also notice increased productivity.

Lots of features, often terrible implementations and service

What do you like best? FreshService offers lots of features other ITIL/ITSM platforms don't: CMDB, forms, automations, incoming/outgoing webhooks. Pricing would be outstanding if the features worked as they should, but very often the platform feels like a beta product. What do you dislike? Ooof, so much... Jamf inventory integration doesn't work and has never worked despite over a year of continuous troubleshooting with support. I know no one who has gotten FS's Jamf integration to ...

Simple and effective ticketing

What do you like best? It's simple, easy to configure, and there is a game element that adds a bit of fun to a rather mundane application. What do you dislike? Sometimes it can be too simple, but if it were more complex then it would lose it's appeal. What problems are you solving with the product? What benefits have you realized? We're using FreshService to address incidents, fulfill requests, manage assets, provide self service solutions articles, and we're looking into ...

Great support, and a flexible, versatile product

What do you like best? Single signon and the ability to integrate with so many other systems. What do you dislike? Some things are not intuitive at first like figuring out how to change some properties of a ticket, or finding certain tickets. What problems are you solving with the product? What benefits have you realized? Service portal for our customers, time tracking for techs with Harvest integration, documentation that can be shared with clients, single sign-on with our ...

HOOQ - agc 19 Feb 2020: Workflow Automator insights

What do you like best? Learned that system will run all active workflow automators and from that, we must be aware of the conditions and actions one service workflow will have on the next. What do you dislike? 1. Absence of date check specially in form being filled out 2. Absence of capability to access custom form placeholders and apply them in Admin > Email Notifications What problems are you solving with the product? What benefits have you realized? An action from ...

Freshservice to the rescue

What do you like best? They replied to my query immediately and gave me accurate solutions What do you dislike? At first they were confused on what account I am inquiring about. What problems are you solving with the product? What benefits have you realized? different IT Solution Questions.

Pretty decent

What do you like best? The easily understandable UI that FreshService offers overall. What do you dislike? The day passes, lack of automation and the recent change in Solutions. The new solutions are very confusing. The day passes always runs out, and we have to get it every time we run out... which is okay, however, we always get redirected to finance even though we're a client and day passes should be given out easily. Our users need a lot of day passes every day so it is a ...

FreshService, a very easy to use tool with a lot of great features for the happyness of the users

What do you like best? The incident management part is very easy to use for our users and it's very important for us so they can reach us when they have any problems. I like a lot the automation part with the possibility to connect to Microsoft Power Automate to automatically starts Flow and tasks that can process the requested job by our users. The API connected to the helpdesk is a very strong component to automate tasks and I love playing with it ! The service catalog is very ...