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

An amazing IT Service Desk Experience

What do you like best? I like that I have one place for my Helpdesk Emails, Assets, Requesters, Contracts/POs. Previously having a helpdesk email and ticketing system seperate is horrible with keeping up on ticket creation. Now all my tickets are created and tracked automatically. What do you dislike? I don't really have anything I dislike exactly. I wish i had more customization for the self service portal, but its because we are at a lower tier of subscription. Recommendations to ...

A great online tool with a lot of potential.

What do you like best? The company can have all the requested tasks in one place, and you can make reports of them. Also, they have a tool that make easier having information available for anyone called ¨Knowledge Base¨. What do you dislike? There needs to be a way to make reports from the projects (individuals or in group that are made in the platform. More tools to measure the projects and all the information in the platform, like weekly and monthly reports. Recommendations to ...

Fresh Service

What do you like best? I like the range of filtering options available for viewing tickets, which are very powerful. I also like the integrations supported, including SSO with Google and Jamf Pro for asset management. What do you dislike? It's hard to maintain multiple conversations in a single thread - for example a conversation with an end user about a broken device, and a separate but related conversation with the vendor about a replacement - since the reply button forces the reply ...

Easy to setup, Easy to use, Easy to Tailor

What do you like best? One of the best parts of Freshservice is how fast it was able to be set up and ready to use, We went from testing to going live in less than a week with 0 issues What do you dislike? The only gripe i have is that there are a few things locked down to even account admins, For instance we cant remove the Department field from the INC form fields. What business problems are you solving with the product? What benefits have you realized? the biggest benefit, ...

Well Fresh Service Seems pretty Quick and Fast and that saves lot of time while multi tasking

What do you like best? The Interface seems pretty good and Clear and Precise What do you dislike? The Filters which only detect the tickets logged 6 months back if you do not select 1 anytime in the filters , old issues are left out, which is a big let down , by default the filter should pick the time period as anytime What business problems are you solving with the product? What benefits have you realized? We are in the process of Implementing ITIL Framework through Freshservice

Best of Freshservice

What do you like best? The best ever user friendly application i have ever used for the asset management database. What do you dislike? Dislike..... Is that if any transaction is completed on asset (Hardware & Software the system should throw an email to the User or the IT team. This will help to have an future search record. What business problems are you solving with the product? What benefits have you realized? We use Freshservice for Asset Management (Software & Hardware. ...

A great online tool with a lot of potential.

What do you like best? The company can have all the requested tasks in one place, and you can make reports of them. Also, they have a tool that make easier having information available for anyone called ¨Knowledge Base¨. What do you dislike? There needs to be a way to make reports from the projects (individuals or in group that are made in the platform. More tools to measure the projects and all the information in the platform, like weekly and monthly reports. Recommendations to ...

Easy to manage

What do you like best? Pretty simple to understand. I've been using it for a day only and the trial give me a great feeling about the solution. What do you dislike? The only thing I dislike for the moment, is the fact that I won't have everything the solution has to offer if I choose to got with a lower subscription. Wich is totaly understandable. Not mad about it. Recommendations to others considering the product Try it first to see if this suit your need's. What business ...

Better than Good

What do you like best? Easy for admin even to manage.. quick backed support.. dashboard etc. What do you dislike? if a multiple agent in different group.. machine learning should be there to decide whether will be suitable group to auto assign. What business problems are you solving with the product? What benefits have you realized? this is being used at xceedance as a ticketing tool across all IT backend team.

Excellent Dashboard and Ticketing System

What do you like best? I like the clean look the best. It's not to busy looking, but all the pertinent info is there. What do you dislike? I dislike the fact that you can't apply a "Dark Theme". It would be nice to have a dark theme for working at night. Easier on the eyes. Recommendations to others considering the product Easy to setup. Always available. Easy to use. What business problems are you solving with the product? What benefits have you realized? Users sometimes don't ...