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

Freshservice is an online IT Service Management solution

What do you like best? FreshService agent is very easy to install and set up. Every time a new employee enrolls in our company we install it on their computer in a matter of minutes. We use it as an asset management software, but of course it does not breaches any of our personal data. What do you dislike? One of the major cons of this tool is that it may be harder to customise if you are planning to have it set up on a big company. For that, though, there is an enterprise solution ...

Great service

What do you like best? I like the ease of use, and ability to navigate the system. Also, the UX is pleasing to the eye, which is helpful when you're using it constantly. What do you dislike? The search function can be a little lack luster at times What business problems are you solving with the product? What benefits have you realized? Keeping up with updates for cleints

i love Freshservice!

What do you like best? What we wanted in the beginning were tickets for basic end-user support, but that’s just a small part of what Freshservice is doing for us today. It is our faithful partner for asset management, equipment requests, and many other tasks.Take all possible tools for handling support that come to your mind, and put them in a single dashboard. That’s exactly how Freshservice looks! The tool integrates Hardware, Helpdesk, IT, and many other features that make proper ...

Excellent ticket system

What do you like best? It is a very intuitive Helpdesk tool. It is very easy to interact with this tool, to have an order in each one of the tickets and to be able to solve and receive information from the clients quickly, in order to solve any problem. What do you dislike? The only thing I think they need to add is to integrate their ticket system with other apps. Recommendations to others considering the product I recommend that you use this ticket system to any company that needs ...

Could not be more unhappy with this…

Could not be more unhappy with this company/system. We invested in the Garden model, which as a startup company was quite a lot of money for us. The service desk will not send emails or replies to our customer emails. We have been trying for many days to get help from Fresh Service and nobody will fix it and nobody is answering our requests. It's terrible service and I wish we had gone to another vendor instead of paying for a year up front to get a product which does not work, and no support.

Complete, easy to use and easy to set up

What do you like best? For us, the best is the ability to add, change and remove very easily dispatch' rules and automatic rules. What do you dislike? the assets management could be better especially in term of relationships between assets. Recommendations to others considering the product If you're a medium size company that want to implement easily and quickly an ITSM tools that is also complete and design. Freshservice ITSM is the one ! What business problems are you solving ...

FreshService at a hypergrowth company

What do you like best? We're growing so quickly and onboarding so many new Sales Professionals every month that having direct contact with our IT team is important, as things will and do go wrong from time to time. Having direct access to our team and the tools/updates that help me in my day-to-day enable me to be as productive as possible. What do you dislike? There is a learning curve to understand what we're capable of doing within FreshService, and the desktop application version ...

fresh service become bridge in-between IT service and the business departments

What do you like best? Ticketing creation and the approval design, which helps specially in "Business department services" , it's easy to forward for the approval immediately when ever user raises the business service request. Also it helps the business department manager to approve or reject via dedicated links in the mail itself. What do you dislike? Primary details not capturing when we link the ticket with change or problem. I feel at-least the requester ID should be captured when ...

FreshService Ticketing Tool for IT management

What do you like best? The tool is easy to use and the interface is pretty much easy and anyone can easily work on this. The updates will be sent automatically to the requester and the requester will be up to date on the status and also on the progress. What do you dislike? The tool is good to use and I have found nothing as such to dislike the tool. Recommendations to others considering the product If you are looking for a decent ticketing tool for service desk then you can go for ...

FreshService has brought great value to our Team

What do you like best? I believe the top attribute of FreshService is it's simplicity and ease of use for Admins all the way down to those requesting service. What do you dislike? I think there are some feature requests that have been stuck in the Development cycle for longer than need be. Some things just get rushed sometimes and that can be positive, but also negative at times. Recommendations to others considering the product We took the approach of having an open mind and NOT ...