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

SImple for users, simple to configure, not just for IT!

What do you like best? The super simple interface and intuitive navigation that anyone can use. I was able to configure the whole system really easily, no super tech programming required. The Freshservice team are also very responsive when you log tickets with them and they will rally a whole team of experts to get you through a more complex problem. Their customer service is outstanding. What do you dislike? Not much! There are a few tweaks that could be made to allow for an even ...

The service desk is easy to use, looks great, and has a lot of built in functionality

What do you like best? I like the user interface, its clean, organized and just makes sense out of the box. What do you dislike? There are a lot of available items to check out and configure. That is awesome, but some type of best practices for how to utilize them all would be helpful. What problems are you solving with the product? What benefits have you realized? We are collecting data on our tech support issues. This allows us to analyze the most important problems our ...

I am glad to have chosen FreshService

What do you like best? Configuration is not complicated, and their support is very helpful and fast to respond to my queries. What do you dislike? I wish I could add more fields to the Onboarding request form. What problems are you solving with the product? What benefits have you realized? I believe that FreshService is going to help us to achieve a quicker response to our customers's issues, and will also make it easier for us to keep track of our assets.

FreshService Ticketing Works Great

What do you like best? I like that there are various levels which can be added as needed; and that it is web-based. What do you dislike? I dislike the notifications which appear each time any work is done on the ticket; "the note has been created" pops up, covering the navigational areas needed to get to other tasks. It's bothersome enough that I requested it be suppressed but apparently they cannot suppress it. What problems are you solving with the product? What benefits have ...

Quick response from Freshservice support desk

What do you like best? Prompt reply from the team when I asked my question via a ticket What do you dislike? Nothing so far, good service from the Freshservice team. Recommendations to others considering the product: I recommend using Freshservice as it is simple and works good What problems are you solving with the product? What benefits have you realized? We are using Freshservice to manage Ticket and inventory

Powerful product that's pretty simple to configure and use

What do you like best? The interface is great. I like how it integrates easily with other apps like Teams. Getting it to sync with your Active Directory is pretty simple as well, though you might have to do some configuration work on your end (in your environment) such as a firewall rule change, for example. What do you dislike? Nothing so far, but we just started using it after not using something for months so I'm a pretty happy camper at the moment. Recommendations to others ...

Freshservice in multicompany

What do you like best? The simplicity of implementation, the efficiency of service requests handling, analyst, simplicity of implementation of many companies. Very good implementation and post-implementation support. A multitude of plugins, many very useful, especially those that help in the analysis of the work of agents. What do you dislike? No possibility to use the onboarding function in the case of many companies on one platform. For us, it is a big difficulty and a big problem ...

ITSM tool Like no other

What do you like best? The ease of use functionality in freshservice is brilliant! You can practically implement the tool without a huge professional services cost thereby reducing overall cost of ownership and ROI. What do you dislike? the support service is terribly poor. Especially the chat support channel. Sometimes it takes numerous hours before an agent responds to my chat support request by when i am no longer available to engage with him or her Recommendations to others ...

Freshservice is what I want from a ITSM tool

What do you like best? Freshservice has a great interface which is easy to use and is really intuitive. It's nice and responsive and is easy to learn. What do you dislike? I guess you do get to the point of expecting so much more out of it, because it can do quite a bit already. It's not necessarily a negative thing, as I think it's because I want to use it to it's full potential, and more! Recommendations to others considering the product: If you want a nice, easy to use, ...

Solid Helpdesk tool evolving over the time

What do you like best? Fast pace in product development, fast support and the fact that you can arrange all with you account manager What do you dislike? It's a solid product but you have to compare other competitors with an eye on the price per agent What problems are you solving with the product? What benefits have you realized? We build our whole first and second level Support within fresh service. Also use the asset Management a lot