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

Great product

What do you like best? The streamlined and intuitive design which helps create a sensible flow when handling tickets What do you dislike? The flexibility, some things could be more customizeable, for instance sorting options on custom fields and criterias for solutions. However when understanding how they work it is a matter of adapting to it. Recommendations to others considering the product: Be aware of the way the automations work, we have had some difficulties with it ...

Great Ticket Management System

What do you like best? Fresh service is easy for customers to log tickets, and for agents to set ticket priorities and assign tickets to agents. You can also run customer satisfaction reports, this is a good way of measuring metrics of how the team are performing. What do you dislike? Sometimes pulling data from freshservice to excel can cause bugs and the data can be inconsistent; however fresh service are able to support these issues. Response times can be slightly delayed. But ...

Fun and clean to use, but some details could make it great

What do you like best? The GUI workflow automator is a joy to use. The tags, like 'Permanent' are nice, but could be used more strategically—if it's in Draft mode, displaying that would be nice while untagged articles would be assumed Permanent. Just a thought! What do you dislike? Manual sorting. A lack of log history and version control when updating solutions articles. No HTML editing tools for solutions articles. Having a mini HTML editor (like GitHub has, with line ...

Well managed and quick responce

What do you like best? Customer service for any division now a days is mandatory. To keep in touch with our clients/customers with us with proper service about 24/7 it required proper communication and resolving problem at stipulated time. Freshservice solves the gap between our client and ourself by giving simple and fast ticketing remedy. What do you dislike? I have seen your mobile app ratings in Google play store. It is about only 3.9 out of 5. Now a days people required proper ...

Modern UI and packed with useful features

What do you like best? The UI is one of my favourite features, its clean and easy to navigate. What do you dislike? Some of the asset management stuff isn't great like how there is no option for the Display Name of an asset to just be the hostname of a device. So if we rename a computer we have to manually update the Display Name of the asset on Freshservice. We also couldn't use our wildcard SSL certificate and had to purchase one seperately from Freshworks. What problems ...

Freshservice

What do you like best? We used Freshservice as a trial for ticketing, managing tasks. We liked the structuring of the messages. Very clear and understandable. What do you dislike? I don't like the integration development. I feel this area could use a little more work. Recommendations to others considering the product: Great structured layout for ease in understanding. Very helpful tool for managing tickets. What problems are you solving with the product? What benefits have ...

Excellent support and good set of features that will get most helpdesk work done.

What do you like best? The layout is really nice, its easy to sort out the tickets and also be able to reply from email is very helpful. Also I do like the ability to auto assign tickets and create a really powerful workflow to route those tickets to the correct destinations What do you dislike? I would like a better asset tracking system. I bit hard to track what asset/access a user has. I would like the ability to add asset tracking to a user's profile based on the tickets they ...

Does what it says in the tin

What do you like best? The product is always available, and the support team respond in a timely and knowledgeable manner. What do you dislike? Themes can be a little bit of a black art sometimes. Recommendations to others considering the product: Have a look at the plans, and make sure you get the right one What problems are you solving with the product? What benefits have you realized? It enables a great interactive channel with our customers, and keeps track of ...

Great support

What do you like best? integration with third party apps, very user friendly What do you dislike? sometimes long time to load, cache remain Recommendations to others considering the product: ease of use , best value for your money What problems are you solving with the product? What benefits have you realized? customer queries

Very happy with Freshservice

What do you like best? It is very easy to implement, even in a geographically spread environment with local servicedesks. It is easy to configure and to adjust to specific needs. What do you dislike? It is not 100% tailored to a multi region local servicedesk approach. For this the best option was to implement separate portals with separated back offices, however that didn't fit our goals. Using apps (which are available in the store) we managed to configure the one instance for ...