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

Rapid implementation and great support!

What do you like best? Easy of deployment and the full suite of ITSM modules allow this tool to manage our entire ITIL based processes. What do you dislike? Group options are only available for agent groups, not requester groups. Recommendations to others considering the product: Simple implementation and varied levels of agent packages suit any size organization. What problems are you solving with the product? What benefits have you realized? A clear process for all ...

Easy to do.

What do you like best? The whole team has a good knowledge and mastery of the tool. They always answer fast and are very accurate in their answers. What do you dislike? So far it has been pretty satisfying every time I needed the support and the tool itself. Recommendations to others considering the product: Clear all doubts with the team before, and fast dominate the knowledge. What problems are you solving with the product? What benefits have you realized? New ...

All support tools in one place

PROS & CONS What are the best aspects of this product? Take all possible tools for handling support that come to your mind, and put them in a single dashboard. That’s exactly how Freshservice looks! The tool integrates Hardware, Helpdesk, IT, and many other features that make proper support possible. Besides, it is heavily equipped for customization, and there is hardly any chance that a tool will be missing. Even if it does, their support service is always on alert for innovations. I ...

3 in 1: Useful features, intuitive interface, great looks

PROS & CONS What are the best aspects of this product? Freshservice is user-intuitive, and I really like how it looks. Customization is easy, and there is efficient customer support that replies immediately. The API is above the board, meaning you can always update both tickets and data from custom developed software. The ‘you get what you paid for’ rule doesn’t apply here. You get much more! What aspects are problematic or could work better? Even if quality is beyond reasonable ...

Freshservice was most helpful for the dynamics of our work

PROS & CONS What are the best aspects of this product? False modesty aside, we’ve mastered functionality in end-user support. We took full advantage of Freshservice’s features to perform detailed tracking, and to make accurate reports for our proactive response. Both we and our customers are extremely satisfied with it. What aspects are problematic or could work better? It’s not such a big deal, but both semantics and lexis could be improved. I don’t always dare to configure my ...

Okay product, terrible support and renewal service.

Okay product, terrible support. They're very good at screwing up accounts during initial setup. Like another comment below, we ended up with two. Built a long ticket history over a couple of years despite fighting with their renewals department last year. They provide no notice when an account is going to expire and no way to renew easily once locked out without notice. Support? What support? Perhaps their ticket system is down. This company is a joke. Won't be around much longer. If you ...

Very Helpful tool

What do you like best? Asset management, Helpdesk support and change management What do you dislike? not that I know of. I have not had any issues using Freshservice Recommendations to others considering the product: Move forward with Freshservice. What problems are you solving with the product? What benefits have you realized? Change request, service request and incident request

Very good support

What do you like best? I had a support issue with Freshservice and their response was very fast and comprehensive. What do you dislike? Freshservice is a little pricey so we have to keep the number of users down. What problems are you solving with the product? What benefits have you realized? Improving and streamlining our helpdesk processes.

Best in markert

What do you like best? the features and automation's i can use. What do you dislike? default fields - the administrator does not have an option to remove the default fields directly. There is lot of confusion among the support team, timely support is not provided when there is a requirement to set up the tool. Recommendations to others considering the product: Simple and easy What problems are you solving with the product? What benefits have you realized? Problems - I can not ...

Great ITSM tool easy to use

What do you like best? Good good software. IT is very easy to configure and to use. The Fresh support in very responsive and cooperative. the implementation is very quick and easy. What do you dislike? I dislike the software management module. It is not possible to delete/remove the software from the list. What problems are you solving with the product? What benefits have you realized? IT agents and end user can find solutions provided by IT department as a self service and in ...