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

Our experience with Freshservice since 2015

What do you like best? #Made for Service Desk people by Service Desk people. #Super easy to setup and configure. #Easy to navigate, use and administer. #Everything we need with nothing we don't. #Excellent before and after sales support. ............................................................. What do you dislike? #No the cheapest service desk tool available. #Trying to find the right bundle has been a bit of a challenge for us but this may not be an ...

Had issue with a requester import.

What do you like best? The problem was resolved in a timely manner. What do you dislike? Nothing to dislike during this interaction. What problems are you solving with the product? What benefits have you realized? We use Freshservice to solve IT problems.

Fantastic Experiance so far

What do you like best? Incident management, metric measuring, time management and capacity management. Added benefits include asset management. What do you dislike? I wish that on the FS plans, everyone could have access to attach their FS instance to their own exchange server. As IT security increases, so does email security. Currently Freshworks as a whole uses Send Grid as a email forwarding service. Unfortunately in our business of using enterprise solutions, send grid get's ...

All the features you need, with great automation

What do you like best? Freshservice lets us customize as much as we want, and does a great job of tracking tickets. We can make forms that are easy for the users to fill out, and it is great for communication. What do you dislike? It can be tricky to find some settings, or figure out how to setup an automation. Support has always been helpful though. What problems are you solving with the product? What benefits have you realized? It's a lot easier to keep track of tickets ...

Freshservice - Ticketing System

What do you like best? We use Freshservice as ticketing system since the last 3 years. It's a great software as a service with full functionalities required in a ticketing system. It's being used worldwide in all our offices and it's very helpful for our business. We currently use it for the IT department and thinking to implement on other departments. It helps us to track all the IT issues on a ordered manner. The cost is good compared with other vendors. What do you ...

Neat and useful Tool with Excellent Email Manao

What do you like best? Best Email Management Helpdesk Tool Very Good End User Automatons Process What do you dislike? Price is High Multiple Agents tag to single ticket missing Recommendations to others considering the product: Nice tool, check your need and proceee What problems are you solving with the product? What benefits have you realized? End User Business Need Capture and Delivery Monitoring

I like it

What do you like best? Easy to use and configure, Workflow automator is amazing What do you dislike? Employee Onboarding needs lot of enhancements What problems are you solving with the product? What benefits have you realized? Controlling ITSM and user interaction with IT

Great product with excellent support

What do you like best? The product is still growing and expanding. I really like the support and customer service we get! What do you dislike? Sometimes new features feel a little "unfinished" - but this product is new and always improving. What problems are you solving with the product? What benefits have you realized? Fresh Service has enabled us to get a handle on Incident, Problem and Change Management as well as enhancing our Service Request process.

Easy to use with great options

What do you like best? Integration with other systems like slack, emails etc is a fantastic option that saves times and makes it more approachable/ What do you dislike? Unable to personalise in areas like uses or create macros for users makes it harder. What problems are you solving with the product? What benefits have you realized? Easy ticket creation based on a conversation with users who explains the issue

FreshService - Best Ticketing Tool out there.

What do you like best? I currently have no faults with FreshService - it has all the tools you need for asset management, ticketing tools and reporting, automation and easy to use GUI. No faults on this one! What do you dislike? Not much - there is always helpful updates and the support and outreach teams are always active. What problems are you solving with the product? What benefits have you realized? We came from a free helpdesk software which was very limiting, we only ...