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

An adequate basic ticketing system for SME's

What do you like best? Canned responses. Notification of realtime updates to tickets. Basic metrics. Ticket routing. What do you dislike? Interface cluttered if you come from ServiceNow. Lots of scrolling with messages - prefer everything on one page like ServiceNow. What problems are you solving with the product? What benefits have you realized? Service Desk ticketing.

Simple, beautiful , friendly ITIL aligned solution in the market

What do you like best? The several apps offered to native integration that improves Freshservice experience, its mobile app is justs as friendly. The analytics reporting module is quite powerful What do you dislike? It doesn't include any financial or quote utility to orient certain process to administrative procedures. Recommendations to others considering the product: Take a look to portal customization features, for a more personal branding of the helpdesk What problems ...

Freshservice is great!

What do you like best? The UI is intuitive! I spend a lot of my time in the solutions article area and it's nice to move around there with a really good idea re: where I can find things. What do you dislike? I wish the HTML editor for solutions article was a little friendlier. To name a new specifics here, it'd be great if your cursor stayed in the same place for both article and HTML view (if the cursor was placed in front of a word, it would remain there regardless of what view. ...

Freshservice is a fantastic way to organize and track our current issues and requests.

What do you like best? The customizable dashboard and filters allow for accurate and tailored workflows. This means that as new ideas get brought forward we can change our workflow to better serve our users. Adaptability is key for our service desk and features like merging tickets, creating problem tickets, and associate tickets with each other allows us to better track issues with our service offerings. The discussion feature is also incredibly useful for seeking assistance from a ...

Helpfull and professional

What do you like best? Simple structure with huge usefull functions What do you dislike? Too many bubbles notifications Poor html editor What problems are you solving with the product? What benefits have you realized? IT operation for / communication with our customer

Very Good

What do you like best? Ticketing and Asset management. Knowledge base and custom URL's are all very good. What do you dislike? I would have to say there are some inconsistencies in FS's support forms at times. What problems are you solving with the product? What benefits have you realized? We are managing a research center that aims to better the lives of children youth and families throughout the world. We manage 88 employees and 115 machines.

Great product, Lots of features!

What do you like best? Great product, Lots of features! Always looking for new innovative ways to improve products and services. What do you dislike? At times they dont deploy all services across all plans. Recommendations to others considering the product: Do the trial and you'll be hooked. Its a little more in cost but its worth it. What problems are you solving with the product? What benefits have you realized? Incident resolution, asset management, and Change ...

Amazing and Great ITSM Tool

What do you like best? I was amazed at how easy it was to configure and setup. We were able to setup, implement and go live with within 4 weeks. Also it has a great and simple end user interface. What do you dislike? The Asset Management module can be improved as the filtering options are limited. Recommendations to others considering the product: Its easy to use and setup . The company was very supportive for us to implement in a very short period of time. The end user ...

Freshservice Technical Support

What do you like best? The support agents kept me informed every time and followed through until it's final resolution. The agents and technical engineers were very flexible and accommodating bringing a smooth and effective resolution approach to my issue. What do you dislike? At this time nothing yet but I think the time zone difference gives it a 24 hour turnaround time for us to hear back on some on some but not all communications. Recommendations to others considering the ...

Helpdesk Management

What do you like best? It is very user friendly, easy to manage. Predefined reports are very good. What do you dislike? There is no option of customized reports in new version. Recommendations to others considering the product: Please go for this, this is the best tool which follows the complete standard of ITIL. What problems are you solving with the product? What benefits have you realized? Easy to efficiency and effectiveness of agents.