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

Website was Shown as fraudulent

What do you like best? The team were very quick to reply and prioritize my issue, received constant updates on the progress and the methods they used to fix the issue. We use this for our internal ticketing system which works very well, have had no downtime issues and any new updates will be fed to us. What do you dislike? New to the support service so don't have any complaints as of yet What problems are you solving with the product? What benefits have you realized? Means ...

Good SaaS helpdesk system

What do you like best? The interface and layout is simple to pick up and use. What do you dislike? Searching for tickets could be easier and the admin interface takes a bit of getting used to. Recommendations to others considering the product: Freshservice is great if you are looking for an easy to use helpdesk product with optional features that can help you expand your interactions with the customer. Just want basic helpdesk, the software has it. Looking for executive ...

Great ITSM Tool!

What do you like best? Customer Support, ITIL aligned & modern! CSAT great Service Desk tools great What do you dislike? Knowledge base Limited text editor Asset Management stability Limited Software Asset Management capability What problems are you solving with the product? What benefits have you realized? We have had Freshservice for just over a year. Great upgrade on previous Manage Engine Service Desk plus on prem solution. Overall has been very positive, ...

Top Tier Ticket System

What do you like best? Layout, features, and response time on support tickets when I don't know how to do something, or make dumb mistakes. What do you dislike? I do wish there was a dark mode for the layout. Recommendations to others considering the product: If you are looking for a ticket system with a customization asset system and good support, this is it. What problems are you solving with the product? What benefits have you realized? Tracking techs response times ...

Quick setup, Easy to use, and a power tool.

What do you like best? My team loves this new ticket system. It is easy to track tickets and can respond to end users with attachments and anything else needed. End users have the ability to create tickets by send emails or logging in via a dashboard. End users can also track their open tickets and view the status. What do you dislike? There is not anything i can say that i don't like. We haven't even begin to tap into the power of this tool What problems are you solving with the ...

Assist by email

What do you like best? Answer came back quickly and directed me to resolve my issue What do you dislike? None. Sort Recent Activites and make the window's size adjustable. Recommendations to others considering the product: Contact support...they are great listeners and will follow-up to help! What problems are you solving with the product? What benefits have you realized? A Contact was held in the Deleted box, which actually acted like a Disabled feature to enable ...

FreshService support is terrible, feature requests are left unanswered for years

What do you like best? The functionality of the software that exists is fairly user friendly and uptime has been very good. What do you dislike? I have had a ticket open for 6 months with no progress and all I have been getting is a run around. The API is broken and I keep being told that my request is a 'feature request'. I want it to work; working is not a feature request. I have also been asking about a particular feature -- project time tracking and reporting for more than 3 ...

Freshservice Experience

What do you like best? Fast response time and accurate agents :) What do you dislike? Nothing much to dislike really, we use the tool ourselves at work, it's perfect to keep up with tickets in this ststem Recommendations to others considering the product: fast, easy and reliable to setup and in day to day use. What problems are you solving with the product? What benefits have you realized? Mainly ICT problems as we are an ICT service department. We can get an accurate ...

Very good incident management

What do you like best? Very easy to track tickets and the issues. Easy to distribute work, and very easy to track progress. Great automation rules, which work while you sleep. What do you dislike? Not much to add here. Main thing would be to add support chat option back. What problems are you solving with the product? What benefits have you realized? Incident management as primary, and enhancements tracking as secondary. Main benefit is saving time, we were able to get more ...

Very quick to respond to my request

What do you like best? They knew exactly what the issue was and it was resolved in a timely manner. What do you dislike? I've had a few issues with FreshService however the problems have always been resolved in a timely manner. What problems are you solving with the product? What benefits have you realized? I have to run a lot of reports on the team for senior management, and find the built in reports are quick and easy to use.