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

Overall, good web product, but mobile app requests are years behind.

What do you like best? Simple incident and request tracker. Good analytics and reporting. Extended archive and storage accessibility of past tickets (2+ yrs). What do you dislike? My only complaint so far, being a user for over 3yrs, is with the mobile app. I'm an Android user, so I can't speak for iOS users. I put in a request over a year ago for the ability to access our custom tags for tickets. Still don't see it. We use our custom tags for more granularity in our metrics and ...

Just plain easy and not too heavy on the ITIL

What do you like best? I just works. It's a system that is easily configurable from anywhere. It has all the big modules of ITIL (Incident, Change) covered very well and some of the smaller ones represented in a lite format (Contracts, Vendor Management). We have not had a business requirement that we have not been able to meet in some form or other, without getting too creative. The customer experience is excellent in the form of the portal and our comms with our customers is so much ...

Freshservice Has Made a Huge Impact at Our Organization

What do you like best? Freshservice is customizable and allows for flexibility in notifications, ticket routing, approval workflow. This has allowed our company to make modifications to the system easily, as the business needs have changed throughout the 2 years we have owned the product. Their support team is extremely helpful and responsive and I typically receive a response within minutes when a ticket is submitted for support. What do you dislike? There is nothing I dislike ...

Great service and smooth experience

What do you like best? The response was prompt and tool is very easy to be used and is flexible to explore many aspects. What do you dislike? I did not find anything wrong or shortfall so far. What problems are you solving with the product? What benefits have you realized? I am trying to automate some of the onboarding requests which are being handled manually today. Going forward we want to give automated experience to the users and we're trying to explore webhook triggers ...

Super-maluable Service Desk Platform

What do you like best? The ability to insert dynamic content (HTML, images, etc) into FRESHSERVICE replies and notes is a must-have for our organization. Another must-have for us is the ability to streamline our accounting and time-tracking processes. FRESHSERVICE integrates with many third-party services via API or OAUTH which has made it a great fit for our time-tracking and accounting solutions. What do you dislike? The inability to select a range tickets/ incidents from a ...

Flexible, Easy to use, Great Support

What do you like best? FreshService is incredibly flexible - I am using it across an entire Operations Department, including IT, Maintenance, HR, Accounting, & Marketing - all are able to utilize the same system, keep track of inventories, respond to/assign requests, and ultimately support our organization with an incredibly simple interface. What do you dislike? Setting up initial emails to receive tickets can be a hassle when working with GMail - usually requires intervention from ...

Excellent Product and fantastic/speedy Service

What do you like best? Very user friendly and dynamic. Top rated against other competitors. It is very simple to use and easy to find your way around. There is a lot of automation available which which helped us with a lot of manual work we once had done. What do you dislike? there is nothing i dislike about fresh service at the moment. There was a couple of automation tasks i needed assistance with recently and their support team helped e out and resolved my query straight away. ...

FreshService as a platform has been very good in the short time we have used it

What do you like best? The support I receive is second to none. Representatives are always quick to answer and their documentation is very easy to sort through. I also love the ability to fully customize the support portal - this will be critical for our organization in the push to make sure all help requests are routed through the service desk. I like so many of the features but some of the best include Single Sign on via SAML, Change Approvals/Change Approval Board, and the mobile app ...

Great product, with a responsive support team!

What do you like best? The team is very responsive and receptive to suggested features and solutions. Its a logical and technical persons configuration dream! What do you dislike? Wish the dashboard was a bit more customizable as far as appearance for the average person. That being said, the team has always quickly responded and been able to assist. What problems are you solving with the product? What benefits have you realized? Amazing, valuable data helping us reorg and ...

The greatest ticketing system

What do you like best? Report tools and the integration with other apps. What do you dislike? The only downside is some limitations on asset management tool such as customizing the asset ID. Recommendations to others considering the product: It would be great if we could create QR codes in the inventory section. What problems are you solving with the product? What benefits have you realized? IT related issues. This tool has expedited our service and helped with automations.