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

Just want we need for the right price.

What do you like best? The ticket management and Asset management are what we are taking the most advantage of. There was a dire need for a CMDB with my organization, and this product helped us get up and running quickly. Love that an asset number and barcode are automatically generated! Love the solutions section, we have been building a robust list of helpful guides for end users and internal agents. The mobile app is great, to be able to scan a label on a device, and it pop up ...

Ticket Management

What do you like best? The whole process of ticket management, starting with how easy it is for a customers to interact with our information and technology department via the system when seeking for resolutions to their requests. What do you dislike? I realized that I have no rights of access to some simple configurations like changing the signature for system generated mails and reports. I had to contact the Freshdesk support team to do it for me. Recommendations to others ...

Great software to help manage our knowledge base and tickets

What do you like best? The interface is clean and easy to use. They are continually improving it as well. What do you dislike? I have a hard time understanding how to use some of the features. Their own knowledge base and tutorials could be improved to better help users know how to use some of the features. What problems are you solving with the product? What benefits have you realized? We primarily use Freshservice for the knowledge base and ticketing system.

Easy to setup, easy for users to adopt.

What do you like best? The simplicity of getting the service desk setup and ease of creating a ticket from a user perspective. What do you dislike? Nothing I can think of, the only thing we need to manage is asset management. What problems are you solving with the product? What benefits have you realized? IT support response, all requests are coming through freshservice.

Excellent tool with functions of legacy industry tools with innovative mindset for rapid growth

What do you like best? Look and feel of the software makes it intuitive to learn What do you dislike? Limited functionality, of which most can be found on other tools. Recommendations to others considering the product: Understand the missing functionality What problems are you solving with the product? What benefits have you realized? IT Service management

Amazing Software

What do you like best? Includes everything to manage my IT team What do you dislike? it is kind of pricey,lmtd assets allowed Recommendations to others considering the product: Do take some time to read everything about each of the modules and take some time to plan every preference, from importing contacts correctly, to setting up a proper hierarchy and establishing business rules, this would make your experience even greater, the recommended setup is great, but when you go ...

Great Support and Very Intuitive

What do you like best? The support for Freshservice is second to none. Any issues we report are resolved very quickly. What do you dislike? Not being able to have autofilled people if they are in a team of 1. What problems are you solving with the product? What benefits have you realized? Love the automatic solutions that will pop up when you type a subject.

Freshservice is a service I would recommend

What do you like best? I think their customer service is top tier, and their adaptability is always showcased in times of need. They are constantly adding new features and listening to the user base. They've also responded to all technical issues very swiftly and effectively. What do you dislike? Their billing department can be difficult to reach. I've had a couple instances I've had to call in to get updates and push some questions forward. Recommendations to others considering ...

its an IT solution that does a LOT more

What do you like best? It a platform that allows us to keep track of the service we provide to all our customers. We dont use it for IT or ITIL, but the platform its super friendly and enable us to do so much more.. Also i like that freshdesk is part of the culture of our company, everyone has freshservice open in the browser all the time, its fundamental What do you dislike? the workflow could be more coplex, its not a BPM, so is not a big deal. Also ticket forms are quite simple, ...

Great App and Great Service

What do you like best? Easy to configure and support requests are dealt with swiftly. The apps is very easy to administer, even if you have not had expierence of using an ITSM tool before. What do you dislike? I would like an way to quickly turn an email which is converted as a Incident into a Service Request which provides which change the IN# to an SR# as our customers do not want to worry about what is and what isnt and incident or service request. What problems are you ...