Freshservice Reviews in October 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

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 ...

User friendly helpdesk tool

What do you like best? Simple to use. Our end-users fell easy to raise and followup tickets. CMDB also very easy to access. What do you dislike? Nothing to tell about. Good product to use. What business problems are you solving with the product? What benefits have you realized? Resolving daily IT Tickets

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 ...

I like it

What do you like best? Managing tickets is very easy, there is a lot I can do with the API What do you dislike? 1. Software Inventory makes no sense. Why do I have to create software assets for everything? The scanner should create them. Should work more like Spiceworks. 2. API documentation is lackluster. Should provide more details on everything you can do, I've had to figure too much out on my own (managing tasks for example. 3. Too many defaults that I can't delete. Hardware ...

Fresh is Best

What do you like best? I like the ease and how quickly information can be access across multiple interfaces What do you dislike? some features do not work the same across interfaces - desktop - IOS - android etc Recommendations to others considering the product do it! What business problems are you solving with the product? What benefits have you realized? Time management problem/incident management self service

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 ...

Everything i asked for in a helpdesk and more.

What do you like best? It was easy to set up and integrate with our SSO and has been awesome as a helpdesk.Automation as made it easy to get the tickets to the needed people who can resolve issues without having it sit at people who cant help. We replaces Zendesk with this tool and i will not go back. The integrations with slack have been super useful and most of our interaction from my end users have been through email. What do you dislike? Some reports are not idea, and would also ...

Best software for IT

What do you like best? Report generator, user management, asset management and inventory of IT Assets. What do you dislike? Nothing in this software. What business problems are you solving with the product? What benefits have you realized? Freshservice make easy for IT

good IT ticketing tool

What do you like best? I am working with many IT ticketing tool but this is just amazing What do you dislike? Reporting part need to improve What business problems are you solving with the product? What benefits have you realized? easy to use and user-friendly