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

Extremely polished ticketing system

What do you like best? Powerful yet easy to use. At previous jobs I have also used Autotask, ConnectWise and Jira. Can safely say this is by far my favourite. What do you dislike? Nothing major. Weird email setups on the user side can sometimes confuse the system and result in new tickets generated (instead of notes amended to existing systems. What business problems are you solving with the product? What benefits have you realized? Service requests: Easy for us to create request ...

Quick, Simple and Intuitive

What do you like best? Freshservice was easy to setup and integrate with Active Directory. The user side interface is simple and customisable allowing you to get the information you need without having to go back and ask. What do you dislike? You only get update notifications when on the Tickets screen, these should pop up regardless of which page you are currently on. Recommendations to others considering the product Trial similar products first alongside this and you will see the ...

Quick and easy to setup

What do you like best? Fresh service sales & support team, they supported complete migration. What do you dislike? not HIPPA compliance, my company is health care domain. Fresh service and their other products are not compliance. due this reason we cant use other products but we like all products expecting in future you guys will get HIPPA compliance High price in Asset management. Recommendations to others considering the product HIPPA compliance What business problems are you ...

Increase productivity and documentation

What do you like best? the ticket views, only seeing what is important to your work helps keep me focused and productive What do you dislike? Sometimes the refresh can glitch and cause issues but it always starts working again after a few seconds. Recommendations to others considering the product DO IT! don't waste your time looking for other programs What business problems are you solving with the product? What benefits have you realized? Documentation and work flow. We have ...

advanced administrator

What do you like best? Helpdesk module Solutions module Flexibility What do you dislike? The unextended functional of Assets module. Recommendations to others considering the product Advanced ticketing system. some functional can be used free. What business problems are you solving with the product? What benefits have you realized? Managing employees requests. Resource management

Excellent Helpdesk to Get Set Up On

What do you like best? A great little service desk. Freshservice is mostly focused on IT based work, but has been found to expand into other areas of technical industry that it's sister product Freshdesk might not cover. It's straightforward to use and through version upgrades seems to have gone from strength to strength to improve the brreadth and depth of what it can cover. Whilst limited as a free customer (understandable there is a fairly reasonable amount of access you have that, ...

The way to demonstrate the amount of work of the IT department

What do you like best? Il like the useful dashboard created for me and my collegues where we can meet and share the tickets and assign the jobs. I like the possibility to build statistics and graphs and the possibility to send reports every week to the management. Now it is possibile to give weight to IT department. What do you dislike? Nothing do dislike in this moment. The software works fine. What business problems are you solving with the product? What benefits have you ...

Awesome service and platform!

What do you like best? Integrations, ticket managements, ease of use, extensive features, and so much more! What do you dislike? No option to issue and print a work order for assigned tasks, where customers can sign upon completion of the task. Mobile application is very limited, doesn't show the complete contact profile with all the information, and would be great if customers could sign on the phone for completed tasks/work orders. Also, we've been using Freshdesk before we moved ...

Easy to use, yet plenty of features

What do you like best? The site is very easy to navigate around for both agents and users submitting tickets. The free version is a perfect solution for incident management in small companies. The different levels of Freshservice is very convenient for a company that does not need too many features. The different settings/features covers everything we need. What do you dislike? I may be wrong about Freshservice not having this feature but I would like to change how long tickets should ...

Easy to use

What do you like best? The interface is user friendly. Reasonable price, can integrate with many applications What do you dislike? Some function is not very flexible, such as Satisfaction Survey as have only 3 options and cannot adjust it. What business problems are you solving with the product? What benefits have you realized? ITIL Life Cycle