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

Ease of use

What do you like best? Easy navigation and ability to customize views and ticket priorities. Also bulk responses can be sent out to a group of tickets making it easy to followup with clients. What do you dislike? The fact that I cannot bulk change the ticket requester at the click on of a button. What problems are you solving with the product? What benefits have you realized? Support related issues.

Good value for higher money.

What do you like best? Smooth UI, customization capacities, reporting features. What do you dislike? Pricing for higher plans. Limitation of some features to only some plans. What problems are you solving with the product? What benefits have you realized? helpdesk tickets, assets.

Simple and Intuitive Help Desk system

What do you like best? The fact that our employees, regardless of age, are able to going into the system and submit help desk tickets with no problems. What do you dislike? Making analytics and reports more customizable, seems sometimes they won't let you add certain fields like ticket closed or ticket open in the last 30 days. What problems are you solving with the product? What benefits have you realized? Software problems. Automatic ticket assigning is a life saver.

A very valuable ticketing tool.

What do you like best? Fresh Service is a very effective and one of the best help desk tool. Dashboard allows you to show the important data/options at front and are manageable too. Tickets can be managed very easily. You can define the status of the ticket whether it's open, pending, resolved, closed etc. Priority of the ticket can be set easily. More status can be added according to the need. Merge option is something very helpful. One can categorize the tickets on the basis of the ...

Process flow in IT is the way to future

What do you like best? I loved the point that you can add your change requests, your releases and bugs which arise in your application. Moreover a support team can always be available if any help is required by the customer What do you dislike? I think adding repositories and linking them would be a good addin as currently I have to use another system and take freshservice on the other one What problems are you solving with the product? What benefits have you realized? As we ...

The best service desk software I have used

What do you like best? Linking to the domain and the auto-creation of assets What do you dislike? Originally, the setup of workflows for tasks was confusing What problems are you solving with the product? What benefits have you realized? We were operating without a service desk tool for three years and working from spreadsheets, the ticket management ability and asset management have been a blessing

Freshservice makes our small business work like a Fortune 500 operation :)

What do you like best? We love everything about Freshservice, the service catalog, to assets maintenance, service desk, portal, etc., specially the Chatbot. What do you dislike? As constructive criticism, I think the Freshservice could have some functionalities updated, such as as app that talks to Freshdesk (since we use both... FS for internal business and FD for client facing operation), service catalog sorting, more customization on the chatbot, and I hate that you do not yet ...

Excellent Freshservice

What do you like best? The fact that i can track all customer issues and see who is handling them.I can be able to get reports of the performance of each agent and also do appraisal using the platform What do you dislike? Putting tickets on hold without genuine reasons makes agents so reluctant since the timer is put on hold Recommendations to others considering the product: Freshservice is the best software for Support especially when dealing with customer experience and ...

Performance and customization

What do you like best? The flexibility and wide collection of different methods and ideas. What do you dislike? i didnt find anything, whenever i got a new point its already available there.. What problems are you solving with the product? What benefits have you realized? It ticketing, incident management

The perfect Ticketing system

What do you like best? 1, dashboard 2, flow 3, easy to customize 4, GUI 5, Employee on boarding What do you dislike? 1, project report is missing 2, Discuss button should be popup like chat 3, project report option is missing Recommendations to others considering the product: project report What problems are you solving with the product? What benefits have you realized? automated process