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

Perfect Solution

What do you like best? cant find anything i dislike at the minute, it is very simple to use and even easier to get set up What do you dislike? as it is very new there a couple features like analytics that still need a bit of work. What business problems are you solving with the product? What benefits have you realized? We revolutionized our ITSM by giving user a self service portal and knowledge base.

easy use

What do you like best? system availability, always available simple of the page for faster consultations What do you dislike? dynamic views for online supervision of tickets Recommendations to others considering the product filters in reports dynamic graphics What business problems are you solving with the product? What benefits have you realized? ticket documentation

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 ...

Web, Easy to use, but cloud be more "Integrationbly

What do you like best? Easy to use Easy to manage (admin ITIL Web (Not on-prem software Have Android/iPhone APP What do you dislike? 1 We need an CMDB highly integrated with AWS, Azure and GCP and easily to read, manage. Today, AWS integration exists but all the information about IaaS resources are difficult to read it and manage because doesn't integrated with company and contacts data. 2 The customer satisfaction module cloud be more flexible. We need to send ...

FreshService Experience

What do you like best? Ease of use, user friendliness, reports, export feature, bulk actions, merging, asset management What do you dislike? Slowness at times, sites crashing at times, location changing unavailability in ticket screen Recommendations to others considering the product It is absolutely a brilliant product. Value for Money What business problems are you solving with the product? What benefits have you realized? Problem Management, MIS Reports,

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 ...

Great! All IT admin must have item

What do you like best? Simple, easy and powerful. No matter what other solution you are considering. Freshservice should on your top list. What do you dislike? Some advance function are way too expensive. Luckily, for those affordable plans already fulfill my company's need. Recommendations to others considering the product Fast, easy and affordable. Best tool for IT admins. What business problems are you solving with the product? What benefits have you realized? Hardware ...

Great product - not that intuitive and slow support

What do you like best? I love the product - the ability to copy people in, send images, all the options for a great UX What do you dislike? The support responses are slower than I would like - its not that intuitive to use, creating customers portals, I get nervous about giving the wrong customer access to the wrong portal - there isnt an easy way for us to see the UX Recommendations to others considering the product It would be great to have implementation specialists - if you can ...

Customer Experience After 2 Months

What do you like best? Service is something that Fresh service really focuses on. The pre-sales team are excellent with my countless 'stupid' questions they made us feel comfortable that we were configuring the system correctly. After the system was implemented we then moved from the presales team to general support. I have to say the service level did not drop off at all. I am receiving responses to my requests within minutes. What do you dislike? The Dashboard needs to be more ...

Excellent tool

What do you like best? It is a fantastic tool to follow up on the requirements of your clients. Besides the power to generate reports by agent allows to have a better control of the effectiveness of the solutions What do you dislike? Nothing really bothers me, i t works good for my needs What business problems are you solving with the product? What benefits have you realized? IT problems, it reduces response times and help me keep tracking of the solutions