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

FreshService is a great ticketing system.

What do you like best? The design and the abilities of the portal are nice. They're constantly improving. Any issues you find can be and will be fixed if you report it to their support. You can also suggest features to them, on which they will be happy to consider and implement if they see it fit for their platform. Their automated reporting tool is absolutely fantastic, you can pull a lot of data about your agents/groups with extreme ease. What do you dislike? Maybe not all of ...

Great Tool for Service Operation Management within reach of your pocket

What do you like best? The workflow automator on Freshservice is really Great!!! All the integrations that you can have!! Analitics and Service Catalog Module is very usefull in our operations!! What do you dislike? The time that we have to wait to sincronize the reports upgrade by plan and I would like that Freshservice can integrate with whatapps or instagram/telegram to create tickets. Recommendations to others considering the product You have to specify very well the plan ...

A User of Many Helpdesk systems

What do you like best? This is by far the most intuitive helpdesk system I've used. Many systems are very clunky and lack the flexibility to adapt to company requirements. Very easy to change parts of the system to suit our needs. Very simple to use and with an App that gives you the same functionality as if you were using it in the browser. Great for field engineers which most systems lack. What do you dislike? There isn't really a lot to dislike about this product. It works straight ...

Always great service.

The best quality money can buy

PROS & CONS What are the best aspects of this product? If there is something to regret about Freshservice, it is that I didn’t find out about it sooner. It took me a while to replace the system we had, meaning I checked every package, and ‘sieved’ between all kinds of suppliers to estimate both the service and the support. As you can guess, the experience was painful, and I didn’t really work out enthusiasm for any of them. All of that before Freshservice appeared! Being able to compare ...

The best quality money can buy

PROS & CONS What are the best aspects of this product? If there is something to regret about Freshservice, it is that I didn’t find out about it sooner. It took me a while to replace the system we had, meaning I checked every package, and ‘sieved’ between all kinds of suppliers to estimate both the service and the support. As you can guess, the experience was painful, and I didn’t really work out enthusiasm for any of them. All of that before Freshservice appeared! Being able to compare ...

The Enchanted Lamp of Customer Service

PROS & CONS What are the best aspects of this product? I am a fan of their branding, configuration, automation, and usability. The entertaining tool for awarding badges to satisfied agents who participated in the survey is very modern! In fact, it is crucial for encouraging and motivating staff to resolve tickets without losing focus of their customers’ satisfaction. What aspects are problematic or could work better? It is available as a mobile app, but the app is incompatible with ...

Decent ticking software for small company, gets expensive with multiple support people

What do you like best? It's online never any outages or down time. Simple help desk ticketing system, tickets can be auto assigned to a group ie accounting@ HR@ techsupport@ etc What do you dislike? I wish this was more ITIL compliant. I wish there was an on premises version of this available. I'd like to be able to archive old tickets say a from last year for example. Recommendations to others considering the product This is not fully ITIL compliant but its much lighter than ...

Support is not responsive to requests…

Support is not responsive to requests in a timely or technically adequate manner. Sales pressure is high for them to close the deal but once done, they do respond though issues drag out or are not resolved. Initially we had an account rep that would check in once a month. That happened twice, then correspondence and efforts to build or maintain a relationship stopped. I was initially impressed with this but the service has declined significantly. We have 2 accounts with them because the ...

It is a great tool that fulfills a large part of the service management processes at a super accessi

What do you like best? Easy to set up, Excellent dispatch and automatic monitoring, pre and after sales support is great and not to mention the documentation and support available for self-learning. Super dynamic and in constant update and improvements and the New Analytics module is awesome. It has a number of native integrations that can support to complement what is not covered in the daily operation of the process that is required to manage. What do you dislike? They need to ...