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

Balanced Service Desk Suite

What do you like best? Highly configurable with various customization options Support is quick to respond and diligent Documentation is up-to-date and well-organized Mobile app mirrors desktop functionality well What do you dislike? Lowest tier currently excludes some minor features (e.g. the "service" ticket type Price-prohibitive for small organizations or independent contractors at the top tier What business problems are you solving with the product? What benefits have ...

Helpful support service, easy to use UI for setup of service

What do you like best? user interface to setup the service was easy to use and easy to understand, with little to no training. What do you dislike? a lot of information present at the dashboard and ticket page, perhaps simpler version What business problems are you solving with the product? What benefits have you realized? Replacing existing help desk with service desk. Beginning to implement ITIL functionality

all bells some whistles

What do you like best? best is help desk ease, organized and simple or complex as you need it . the asset finding is great and saves me a lot of time What do you dislike? would love it to expand to I.T. documentation ala glue.it Recommendations to others considering the product i.t. documentation What business problems are you solving with the product? What benefits have you realized? we solve a non existent help desk ticketing system

So far so good

What do you like best? Quick response time when submitting tickets to freshservice support. Organised and simple ticketing system, What do you dislike? Not found anything I don't like about this yet. What business problems are you solving with the product? What benefits have you realized? Documenting IT incidents. It keeps things organised, the filtering capabilities seem to be really useful as well.

A Fresh Way to look at Service Desks

What do you like best? The Asset Tracking actually works unlike my last Help Desk Software What do you dislike? Nothing yet...I'm fairly new to the service Recommendations to others considering the product For me other than the software itself, support is #1 and FreshService support so far is outstanding. What business problems are you solving with the product? What benefits have you realized? We're just rolling it out but I hope to have more of my users actually using the help ...

A Breath of Fresh Air

What do you like best? It's an all in one IT solution that meets every requirement we need. What do you dislike? There hasn't been anything in particular that I don't dislike. Support has been great. What business problems are you solving with the product? What benefits have you realized? We are streamlining our Helpdesk more efficiently.

Excellent Customer Support

What do you like best? Customer support was good, effectively got the job done. Asked relevant questions. Knew the product. What do you dislike? There wasn't anything that I disliked about my experience. What business problems are you solving with the product? What benefits have you realized? We use it as a ticketing service.

Freshservice - Good admin & user experience

What do you like best? It is a really ease to use IT tool for Service Desk operations. Initial configuration was easy, it just took me a weekend. Support articles are clear and helpful. What do you dislike? No reports available for end users, it is only limited to basic list of tickets. Our clients need reports for SLA compliance. What business problems are you solving with the product? What benefits have you realized? - Service Desk support operations are completely managed with ...

Freshservice

What do you like best? We are enjoying the ability to function in MSP mode, which allows us to service multiple client portals. What do you dislike? Not much. Sometimes the Support how-to articles are out of date. What business problems are you solving with the product? What benefits have you realized? Managing the wealth of correspondence and incidents with clients.

FreshService

What do you like best? Simple but effective ticket tracking, with the ability to get day passes for myself and others that don't login everyday What do you dislike? Integration from Kaseya RMM would be nice What business problems are you solving with the product? What benefits have you realized? Tracking of problems and resolutions, this is needed from a change control.