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

Very good

What do you like best? Besides their good system, they have a awesome support What do you dislike? When the user reply an e-mail it creates a new ticket What business problems are you solving with the product? What benefits have you realized? We're able to provide helpdesk for our customers

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

Very simple and easy to use. Makes managing your work load simpler.

What do you like best? Ease of use, and managing your work load becomes simpler. Also going back to old tickets when similar issues arise is great as you can usually see what the solution was instead of trying to remember fixes from a long time ago. Keeping track of requests and issues so that we can follow up on them, rather than trying to remember or having it scrawled on a piece of paper. What do you dislike? Just a slight annoyance when closing off tickets, they will get ...

Great Product! Will use for a long time!

What do you like best? I like the Asset management and the ability to address particular assets and have workflows, and Historical tickets related. What do you dislike? The view of the tickets should be smaller, and more in a Table format so you can scan more details at once. Perhaps a compact excel like view option. Recommendations to others considering the product Great for managing almost everything when it comes to an It service desk! Definitely, use if your team is ready to ...

Freshservice is powerful, economical and easy to use

What do you like best? Our Freshservice HD platform gives our customers the means to quickly alert our IT team to problems without having them get bogged down in the red tape of processes and procedures. The FS front end is pliable, simple and effective. It allows us to focus our energies on finding patterns in today's data and then act proactively to prevent tomorrow's problems. What do you dislike? Very few things are not likable. It's a simple platform, easy to manage, the reporting ...

Freshservice is a flexible, robust, and easy-to-use trouble ticket system.

What do you like best? User experience is great! I need to be able to enter tickets with meaningful information quickly. I can automatically authenticate through Active Directory, immediately create a new ticket, enter data with suggestions, and tab through the fields. I like the automated monthly reports I setup. What do you dislike? 1 In our system, the customer's "Department Number" is not automatically populated until after I create a ticket and then refresh the page. This makes if ...

Freshservice Does the Job

What do you like best? Nearly continuous stream of *useful* updates. GUI is well laid out and intuitive. Helpdesk/Knowledge Base is fantastic. We also use asset probes to ensure all hardware assets are tracked and software assets can be traced from there accurately and without user intervention. The highlight is the customizable Portal for end users to access information such as Tips, Configuration standards and to check the status of their own tickets. Even if users only want to use ...

Freshservice is a qualtiy product

What do you like best? Freshservice has been the product needed to help organize our IT department. The CMDB, relationships, asset management, and change management have fortified our service and structured us in such a way to be successful. What do you dislike? The only thing that has been inconvenient is the assets tracking where you pay by item. There are no alerts to let you know when you are getting close to your allotment and need to add additional licensing. Recommendations to ...

My Freshservice Review

What do you like best? I like the simplicity of submitting tickets What do you dislike? I haven't had much luck with the asset management part of freshservice What business problems are you solving with the product? What benefits have you realized? A simpler ticketing system with more flexibility than our old one.

Customizable and user friendly

What do you like best? Workflow can be tailored with custom statuses. What do you dislike? The inability to use a separate email for notifications to users instead of a single email that also opens tickets. What business problems are you solving with the product? What benefits have you realized? We were looking for an open, accessible way to maintain visibility and tracking of projects, service requests, and trouble tickets. This platform has met those needs perfectly.