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

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.

Pleasurable experience for both end users and admins

What do you like best? I like the ability to check stats on how our admins are doing with their tickets. What do you dislike? I don’t like that the project management piece only allows admins access to it and that there is no reporting features on it. What business problems are you solving with the product? What benefits have you realized? We are solving mostly IT and Facilites Matience issues with Freshservice. We have realized that we could use this for user acquisition and ...

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.

Great Job

What do you like best? It simple to use booth for employee and IT specialist. It's flexible and it allows to show to the IT the entire mount of issue and work on for build strategy asset based on the statistic provided by Fresh service portal What do you dislike? Nothing special. Once you learn how to use (and it's quite simple there is no particular point of dislike What business problems are you solving with the product? What benefits have you realized? All IT case are mapped on ...

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 ...

A very nice improvement to your IT needs

What do you like best? There's alot of things to like about FreshService, the capacity for customization that the toll gives you is the most important I belive and every time you continue playing with the took you find more and more ways to improve your It procecess. What do you dislike? There's not much to dislike, maybe that is only a SaaS service and if your internet is down you can't work. Recommendations to others considering the product If you are thinking about going with ...

Grood

What do you like best? Setting characteristics for people to follow What do you dislike? It would be good if you could mark or blacklist some email addresses What business problems are you solving with the product? What benefits have you realized? Setting a process for people to contact IT

Finally! A solution that keeps everyone happy :-)

What do you like best? The ability to merge multiple support tickets is a godsend. We often have multiple tickets lodged by our users for the same issue; being able to merge them together really helps to streamline the resolution process. What do you dislike? It's a small thing, but we support multiple disparate OpCos within our organization - being able to denote these as companies (as opposed to departments as it is currently would be helpful. Recommendations to others considering ...