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

User Friendly IT Help desk Software

What do you like best? I have used many different help desk software platforms, and Freshservice definitely has a very easy and friendly user interface. Easy to onboard and get people working What do you dislike? There are a few things I don't like with trying to schedule tickets and sharing tickets. Reports are very difficult Recommendations to others considering the product better scheduling, better reports, and better sharing of tickets What business problems are you solving ...

So far, my experience with Freshservice has been great.

What do you like best? I like the User Interface the best. It is clean, intuitive, and easy to use. After a few hours of using the UI I felt as if I had been using it for years. What do you dislike? The dislike the asset agent due to the fact that it doesn’t pull the user information and requires you to run the probe for retrieve that information. I also dislike the probe not allowing for larger IP ranges to be used for scans. What business problems are you solving with the product? ...

Superb ITIL based platform

What do you like best? Simplicity for adopting, configuration supporting a phased deployment for users and support staff. What do you dislike? A small learning curve during design/implementation but easily overcome by documentation and support from Freshworks. Recommendations to others considering the product Great product at a fantastic price for a fast growing platform with new features on a regular basis. What business problems are you solving with the product? What benefits ...

Incidents

What do you like best? When team members create a ticket it is very handy to know that a automated response has been sent out. This allow us to manage the ticketing system effectively What do you dislike? Sometimes too many emails are sent to those that raise the tickets What business problems are you solving with the product? What benefits have you realized? Incident management along with service and solutions

Effective IT helpdesk managing tool

What do you like best? The asset management is very useful to keep track of warranty periods and much more What do you dislike? Contracts management is not very flexible when it comes to renewing mid term What business problems are you solving with the product? What benefits have you realized? All out IT request are managed through Freshservice. Great to keep track of request status, automating tasks for services, asset management and maintaining database of solutions

Simplifies my work day!

What do you like best? Easy to use ticketing system and user interface. What do you dislike? Initial setup of the email forwarding system, Can be a bit confusing and hard to understand. What business problems are you solving with the product? What benefits have you realized? Incident management, Data analytics, Asset management

The best help desk solution our company could find

PROS & CONS What are the best aspects of this product? The entire team came to appreciate Freshservice because of its amazing remote tickets management. Having the full picture of our tickets was a critical issue for us, but now we have it on our browsers and our mobile devices. Getting rid of our local databases, and shifting towards automatic software was the best decision we’ve ever made. Another benefit is that updates and modifications are available to every person in the team. We ...

Solid Helpdesk System for small company

What do you like best? Quick customer service help, works out of box with limited setup needed What do you dislike? surveymonkey app has been down for some time now. Recommendations to others considering the product I selected Freshservice after reviewing 5 other options. The sales/support staff was very helpful with my setup and selection. The program is easy to setup and easy to use. The only issue that I have is that Survey Monkey App has been down for a few months now. What ...

A new beginning for our helpdesk

PROS & CONS What are the best aspects of this product? Full control over the tickets: How does that sound? Let me tell you that it is amazing, and you wouldn’t change it for any similar software! Ever since we purchased Freshservice, we have a clear overview on every ticket arriving to our helpdesk. I am able to follow both the volume and status of tickets, and I have a crowd of satisfied customers whose feedback is always considered. What aspects are problematic or could work better? ...

Looking for great quality? You found it!

PROS & CONS What are the best aspects of this product? If Freshservice never appeared, we wouldn’t know how much we needed it. It is just indispensible for the organization of our IT department. We rank much better since we improved asset management, and you can notice the change even in our CMDB and the communication strategy. I sincerely claim we’ve never been this successful. What aspects are problematic or could work better? I am a bit concerned about asset tracking, since you ...