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

Jack of all trades

What do you like best? I enjoy that it could be used for many different items. Not only can you use it as a ticketing service but as an IT department we are able to use the Project and change management portions. The ability to customize the portal and customize all the sections is amazing. What do you dislike? The fact that you have to have someone that can either write in HTML or CSS or pay to have a nice portal. We are a start up and love the portal section however, we don't have ...

Make IT ticketing easier.

What do you like best? It helps our requestors and agents in having a single platform from reporting issues or service request to managing and having an on-hand solution via the service portal. It made our IT ticketing easier, effective, and modern. It addresses our goal in reducing the reporting and response time on any issues or service request. What do you dislike? The feature that we dislike from FreshService is the management of software inventory. Not able to ...

Review of Fresh Service

What do you like best? I enjoy the simplicity of the interface. I also like that they are making updates to improve the product. It isn't a static product and suggestion can lead to improvements. What do you dislike? I think there could be a bit more robust reporting tool build in, but it is a minor complaint. Recommendations to others considering the product: If you are looking for a clean and easy to use interface to mentions your incidents and for simply reporting I don't ...

Great

What do you like best? Workflow Automation Discuss Function Reporting What do you dislike? 1 Can't connect the assets to the service request information in the reporting section (all-in-one report you can only see how many service requests per assets without the details of each asset 2 Can't have more than 2 dynamic fields 3 Can't copy-paste some elements of the workflow 4 Can't delete certain fields in the left area as it is meant for IT purposes (ex: category ...

Best of breed solution with api support.

What do you like best? We have been using FreshService as our ticketing and asset system for the last 6 months, and it's the best we have seen in this area. We have used other products like Salesforce (Saas and ManageEngine, which are good in their own right, but are a little bit clunky and overly complicated to set up. Getting a good workflow for our day to day needs was simple, and the data that we get from FreshService helps us to improve our services to our organisation. What do ...

Excellect customer support tool

What do you like best? 1. Scenario Automation: This feature is supper handy and an amazing time booster when it comes to updating ticket properties for tickets that are similar in nature. 2. Canned Responses: This feature also works extremely great for reoccurring tickets. Its saves Agents a ton of time and allows us to respond to our Clients very quicky, thus improving the quality of our service. 3. Bulk Actions: Again, just another great time-saving tool implemented by ...

New Customer Experience

What do you like best? FreshService is a solid tool that is getting the job done for my team. I am happy with the level of customer service and response from their techs. They have spent time and energy helping me customise my FreshService instance and it has taken me only 2 weeks from gaining access to being production ready. The automation, scenarios and templates have been easy to use and set up so it will improve the productivity of my team. I also like the general look of ...

The best features of Freshservice

What do you like best? What I like about freshservice is the life cycles in all its modules, such as incidents, changes, releases. This helps a lot since it is very associated with ITIL and helps a lot. On the other hand, the part of the CMBD is very complete and very easy to fill, whether through the agent or an importer. It really is very friendly and very efficient. The way to categorize and times in the help desk is very good and easy to customize What do you dislike? ...

Excellect customer support tool

What do you like best? 1. Scenario Automation: This feature is supper handy and an amazing time booster when it comes to updating ticket properties for tickets that are similar in nature. 2. Canned Responses: This feature also works extremely great for reoccurring tickets. Its saves Agents a ton of time and allows us to respond to our Clients very quicky, thus improving the quality of our service. 3. Bulk Actions: Again, just another great time-saving tool implemented by ...

A tool that is essential for every IT department

What do you like best? It has improved the productivity of IT department, by tracking and following up every issues by our agent through portal result in excellent customer service to the other internal departments in the organization. it created an healthy competition between the agent to be on top of reports by month end, Help desk at glance report that we can present to the management and reveal our work loads What do you dislike? Pricing- service offered on basic package is ...