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

Room for growth, but always growing

What do you like best? The visual simplicity makes it easy to recommend to many different kinds of organizations, but especially ones in which agents aren't always going to be specifically trained IT professionals. What do you dislike? Some of the features are a bit simple, especially for the price. In particular, the project management side of the package needs work. Thankfully, I've been told that this is being worked on. What problems are you solving with the product? What benefits ...

Customizable and user friendly

What do you like best? Just about any workflow can be tailored with custom statuses. Administrators can automate many simple and even complex help desk tasks and tie into other online services through web hooks and APIs. Integrations with other products we use such as Google Hangouts, so we can communicate directly with the ticket requester. What do you dislike? The inability to use a separate email for notifications to users instead of a single email that also opens tickets. Merging ...

Stable system with many features and not too complex to learn

What do you like best? We use this service from before it was called that. The free version has always been enough for our small business, but we have had the opportunity to propose it to a large company successfully. The system is stable and allows you to settings many features and personalizations with small training. What do you dislike? For the moment the system works perfectly for our needs Recommendations to others considering the product: For the moment no recommendations... ...

Delivery of high quality services.

What do you like best? It fascinates me because you can maintain an excellent database for all the activities in progress and solve problems with simple searches. The portal and its navigation are easy to use; In addition, if you ever need help or have a question, the support team is available immediately. Another important fact that makes this program fantastic is that you can create your own forms, indicate the anticipated delivery and specify the costs. What do you dislike? ...

Very easy to use tool with a ton of information

What do you like best? Easy to navigate tickets and assign each one to the specified team member of each department. What do you dislike? I would really like an automated refresh of tickets so that I don't have to manually do it. Recommendations to others considering the product: It is a great tool to use when navigating tickets, projects, and inventory management. A must have tool in my opinion for any IT professional. What problems are you solving with the product? What benefits ...

Awesome service

What do you like best? I love that the software is so easy to use and whenever help is needed I get fast and simple responses from the team that help me greatly, we evaluated several different solutions and this was the best overall no question and it was the best choice for out company What do you dislike? There are a lot of ticket views by default, wish I could delete some of those Recommendations to others considering the product: Have some templates created for companies who are ...

Great Software! Great Team! Out of the world support!

What do you like best? The overall experience is awesome! and the software really help us to have our job done!!!! The support is out-of-the-world, all my questions have been answered same day!!!! I strongly recommend it What do you dislike? - Is a little bit slow - when creating users, product catalog, etc. the need to go back to list to add a new register..make the process tedious Recommendations to others considering the product: Do it! What problems are you solving with the ...

Great product!

What do you like best? The versatility of Freshservice is what I like best about it, its customizable to your needs and easy to configure. What do you dislike? My only complaint would be that it is hard to find somethings from time to time, but fresh solutions and customer support are great and help me through whatever I need. What problems are you solving with the product? What benefits have you realized? Asset management and a help desk ticketing system were the big focus for us ...

Great Product

What do you like best? Ease of use and dependability. The Software allows for a better experience overall to the general helpdesk and advanced helpdesk users. What do you dislike? The Mobile app. It works when I use it but none of us in the office get notifications anymore from the app. We have all notification options turned on and uninstalled and reinstalled the app. We all have pixel 3 /pixel 3XL's and none of them work. This is not a turn down but its definitely nice when we would ...

Freshservice has an excellent user front end, very flexible and great for managing our service desk.

What do you like best? Usability for general staff and students, especially with the availibiliity with an application on mobile devices. Cloud availabilty so not reliant with on-premise hardware. Constant feature and quality of life updates. What do you dislike? Reporting can be a little inflexible for our needs. This could be down to our initial installation as it was done in house. Pricing has never been looked at since we adopted Freshservice, it does not seem to reward ...