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

Easy to use helpdesk platform

What do you like best? - Easy to raise tickets to various departments, either via email or Freshservice Portal - Intuitive interface which allow users to browse popular solutions and services to minimise the amount of tickets - Requesters are always informed about the status of their request (via email and Portal as well as who handles the request - Single sign-on allows logging in to the Portal, hassle free - Integration with various other tools like Slack What do you ...

Very efficient and friendly tool

What do you like best? It's Itil compliant and completely customizable, than you could implement all it's necessary and useful to your necessities without configuring unuseful things! What do you dislike? It could be cheaper on buying more agents! What problems are you solving with the product? What benefits have you realized? It's a very powerful IT Service Delivery tool, so I'm able to do more with less resources. I'm scaling my business through this tool make it more profitable ...

O Fresh soma bastante para o nosso dia a dia

What do you like best? Da facilidade dos relatórios e dos Dashboards, gerando velocidade nas informações do nosso dia a dia-dia, praticidade de gerenciar a equipe. What do you dislike? De não mostrar de forma clara o SLA para o usuário final, de criar novos chamados na resposta de alguma E-mail que esteja como chamado raíz, aparte de projetos ainda está precisando de melhorias. Recommendations to others considering the product: Fácil, simples e direto para utilizar as metodologia ...

Simple and responsive interface

What do you like best? The freshservice app is very impressive. What do you dislike? Would prefer the report options to be more user-friendly. Recommendations to others considering the product: Trial it with a few members of staff and you will find it is very good at engaging users to log IT tickets when they would usually just come and disturb you instead while you are busy with other users. What problems are you solving with the product? What benefits have you realized? Our ...

Great system for managing a Service Desk and improving all the time!

What do you like best? The ability to track tickets (incidents and service requests, assets, problems and changes all in one place. Additionally, the UI is mostly great and intuitive and the support staff at Freshservice are friendly and helpful. The Workflow Automator is also fantastic as it allows you to modify and route tickets according to your own criteria. What do you dislike? There is some UI clunkiness, mainly in constructing search criteria however I'm sure these will be ...

Freshservice, full with features, and easy to set up

What do you like best? What I like the most about freshservice is the multitude of features it contains and how quickly they add new features or improve existing features What do you dislike? The worst support experience I've ever had. Went to their website because I needed assistance, and used the "live" chat feature which promised average reply of 5 minutes, I got a reply after a couple days on email which told me they will look at my case and respond -- 6 days later still haven't ...

Really enjoyed it, but looking for more

What do you like best? The mobile app and notifications are great. Love getting the notifications straight to my phone. What do you dislike? Wish they had more integrations with other programs. Recommendations to others considering the product: It is pretty good. We are moving to a different company because freshservice failed to produce even a knowledge base, or project based tickets. What problems are you solving with the product? What benefits have you realized? It started ...

Professional and easy to use

What do you like best? FreshService is easy to use and configure. The feedback from end users is brilliant, they really appreciate how it feels. What do you dislike? There are a lot of "default" fields and functions which need to be removable. Recommendations to others considering the product: Make sure you maintain a good working relationship with your account manager and customer success manager. They will do wonders for you. What problems are you solving with the product? ...

Freshservice has been wonderful

What do you like best? Freshservice is easy to navigate and to use. We like how easy it is to customize it to fit our needs. What do you dislike? We wish the reporting features were more robust. We have to export raw data into Excel to get the metrics we are looking for. What problems are you solving with the product? What benefits have you realized? We are able to prioritize our work more efficiently. With the SLA policies we can keep our tickets updated and/or resolved in a timely ...

Good Value with Easy setup and Great Support

What do you like best? Easy to setup and get running, on the higher plans everything you need is included. Self service portal is easy to work with and for users to navigate. Agents like the product and it's a great step up from our old system What do you dislike? Deletion of agents upsets the call stats. Some configuration isn't possible though it seems easy to implement Lack of good Gsuite integration Recommendations to others considering the product: check it does ...