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

It's been a good experience

What do you like best? The way customizing has been made simple What do you dislike? Some default items cannot be customized, like asset state What problems are you solving with the product? What benefits have you realized? Our helpdesk services and asset management

Freshservice Awakening

What do you like best? It's hard to narrow this down. The GUI, the ease of customization, the customer service. Everything has been like a breath of "fresh" air since moving over from Service-now. I can't say enough good things about this platform. What do you dislike? I have found responses from support chat to be slow, but when directly submitting tickets the response has been incredibly fast and resolutions come very quickly, often in the same hour as submission. Recommendations to ...

Very good

What do you like best? I appreciate the easiness of usage, the quick deploy and engagement of users and agent . it does not need a big effort in terms of training . i have experienced the system in two different company . What do you dislike? Really nothing , what i suggest is to improve a knowledgebase system , in order to add internal or external documentation . In an another work experience i had to place side by side also jira Recommendations to others considering the product: ...

Great tool but it feels like a "In Progress" experience

What do you like best? The user interface, friendly graphics and customization and the mobile apps. The third party apps integration is a "winner" feature. If fresh by itself can't or don't have a "native" integration, you can search for an app and maybe that would do the trick! It's nice to see software willing to share their functionalities with another companies, that tell you a lot of the philosophy and vision of the company. Always willing to give more to the community and work with ...

Freshservice - easy to use, highly customizable, robust ui, and friendly support

What do you like best? The most helpful aspect of using Freshservice is the possibility to customize it to fit my specific business needs and workflows What do you dislike? The navigation icons are a bit tricky to get used to at first, but overtime you learn what each one does and stands for Recommendations to others considering the product: If you're looking for an affordable and flexible ITIL helpdesk tool then why not give Freshservice a try? Compared to others it's more ...

Freshservice has been fantastic!

What do you like best? There are so many things about Freshservice that I enjoy: ticket organization and classification, inventory access with details about devices, customizable service requests, so many reporting options, feedback system for user input. Really, this list could go on and on. Suffice it to say that Freshservice has many tools ready for you to utilize. Having app integration can really extend functionality as well. What do you dislike? Sometimes new features release in ...

Very helpful and useful tool

What do you like best? Ticketing seamlessly integrates with everything, including the portal and Knowledge Base. What do you dislike? So far not found anything that would be considered bad, I had an issue integrating Single Sign On but I think that was the thirdparty solution causing issues. Recommendations to others considering the product: If you want to have a Service Desk and CRM system together that grows in features as your business does FreshService is for you. What problems ...

Simple Service Desk

What do you like best? Realy simple to implement, works out of the box, Single Sign On with Azure AD was realy easy to implement What do you dislike? Was not possible to test a special plan with the test version What problems are you solving with the product? What benefits have you realized? We use Freshservice as internal service desk solution

An astounding IT Service Desk Experience

What do you like best? It's extremely valuable for some sorts of things. What we principally use it for would be for ticketing the board. In such manner it's awesome in light of the fact that you can channel by client, requester, specialists, divisions, date, and so on which enables you to have the option to effectively realize which tickets should be done at what time and who is submitting them. I truly appreciate the convenience for the item as new individuals who join the organization ...

Very good but room for some improvement

What do you like best? Freshservice allows us to keep track of internal issues incredibly well. It is a simple interface and has reasonable functionality. Overall, I would consider this to be a solid application. What do you dislike? I wish there was a little more intelligence behind what freshservice did to attach a particular reply to a particular ticket. Whenever we get an email from an outside ticketing system, if they alter the subject line, then freshservice creates a brand new ...