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

Very Solid and Customizeable platform

What do you like best? Workflow automator capable of many tasks. Wide array of plugins. Intuitive interface. Intuitive and fairly powerful Analytics interface (skip the reporting tool for complicated stuff, go straight to the more powerful Analytics tool. Highly customizable in both aesthetic and function. So much of the portal just works....which is huge. While I'm going to list a bunch of criticisms, that's because this portal is so tantalizingly close to being perfect that I'm listing ...

Great experience with FreshService

What do you like best? I've worked with numerous ticketing systems like TopDesk, ServiceNow and more, but FreshService has supplied me with the sleakest experience yet. It's easy to use, the interface is easy to understand and enough admin options. . All in all, very nice to use. What do you dislike? The only downside so far is the experience I've had with the Android app. There are some bugs and a lack of features that already exist in the browser version, but after having contacted ...

Excellent product

What do you like best? Product is clean, easy to use, ITIL compliant, customizable, and support is fantastic. Constant improvements to the platform as well. We weren't able to find that combination with any other vendor. What do you dislike? Their forums could use a community manager so followed topics always get an official response. There are four ways to get reports in the platform and not all of them have all features--a pass update functionality on all dashboards is needed (for ...

Great ticketing system

What do you like best? I love the Scenarios and canned responses features. I use this for our IT support team to handle repetitive tickets or sending to the proper groups and teams we have within our instances. I enjoy this ticketing service masks your email and has it just reply as the ticketing service. I love the fact we can have our assets within Freshservice as well What do you dislike? I dislike only one person can be assigned to a ticket and only one person gets credit although ...

Awesome

What do you like best? Ticketing system and Inventory checklist with notification. What do you dislike? Still, not yet interaction with workplace and other app VNC Recommendations to others considering the product: Yes, we are suggesting freshservies to some of you NGO partners. What problems are you solving with the product? What benefits have you realized? First, the track recorded of the call ticket and with the report. the instragetion small app helps a lot it get a proper ...

Ease of use with powerful features

What do you like best? We appreciated the ease of use in primary implementation...and further implementation of modules as our expertise with the product has grown. What do you dislike? For a full-featured product, the Project Management module leaves much to be desired. It is lightweight and not feature-rich as the other modules we currently use. Recommendations to others considering the product: The Fresh Service team has been very helpful in answering questions and assisting ...

Great Customer Support

What do you like best? The time between submitting a support ticket and receiving a response was great. The tech confirmed the issue right away and completed the customization I was looking for within a very short timeframe. I was really impressed What do you dislike? There are some great features with FreshService but some of them almost feel beta at times and need to be expanded upon. Reporting I would say is the weakest part of FreshService. I wish there was more customizable ...

A Fine Product - With Minimal Shortcomings

What do you like best? The ease of setup with FreshService is great. What do you dislike? There can be lacking features at times, but there seems to be more and more things getting added all the time. If I'm ever lacking something, it's usually not for long. Recommendations to others considering the product: Just got for it. If you're looking for something nearly as good as ZenDesk, but for less cost, this is your answer. What problems are you solving with the product? What ...

FreshService Made Our Life Easier

What do you like best? 1 ITIL Best Practices 2 Effective management of Service Desk 3 Reporting has become so effective and easier 4 New Dashboard is awesome What do you dislike? 1 Feature Addition Request Taking bit long time to complete Recommendations to others considering the product: Best Product / Value for money What problems are you solving with the product? What benefits have you realized? Time Management Customer Satisfaction Communication Delays & Lags SLA

Great experience

What do you like best? Easy to set up and use, excellent customer service. Improvements always being made to provide new features. Analytics make it easy to view performance at a glance. What do you dislike? Some of the reports take some time to work out, in order to get the right information but this comes with practise. Recommendations to others considering the product: Have a clear idea of what you require to start with, including how you are tracking assets, software and user ...