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

Our experience with Fresh Service, whether using it internally or receiving support is outstanding.

What do you like best? The flexibility and ease of configuration of Fresh Service allows us to react quickly to many situations. My end users find the product very intuitive, easy to use, and allows for an abundance of information to be stored for easy metrics reporting. The ability to integrate to Jira allows our support and development teams to work more closely together and resolve issues quicker. Support from Fresh Service is instantaneous and very accurate. I would recommend them for ...

The best quality money can buy

PROS & CONS What are the best aspects of this product? If there is something to regret about Freshservice, it is that I didn’t find out about it sooner. It took me a while to replace the system we had, meaning I checked every package, and ‘sieved’ between all kinds of suppliers to estimate both the service and the support. As you can guess, the experience was painful, and I didn’t really work out enthusiasm for any of them. All of that before Freshservice appeared! Being able to compare ...

Excellent ITSM for the price.

What do you like best? Best way to take control of the operations of the IT departments. metrics , and tracking of all the reports and agents roles. What do you dislike? I can´t configure the survey form. We have no Chat, so we can´t open any incident or change through this way. What business problems are you solving with the product? What benefits have you realized? Incident, change and problems Managements. Asset Management Control and Service Catalog

Great product and awesome team

What do you like best? We are FreshService and from a product perspective it is very user friendly in teams of GUI. Easy to understand and work with. FS team too is great to work with, we have received timely responses and they also hosted me in their office for 2 days. What do you dislike? At this point nothing to dislike. All is great Recommendations to others considering the product Come up with process recommendations and flows What business problems are you solving with the ...

Freshservice provides a great product

Freshservice provides a great product, simple to use, support is good

Best HelpDesk Solution For the Price

What do you like best? It's a very customer focused solution. It really focuses on communicating with customers through email. When we switch helpdesk solutions, none of our clients even realized we were doing anything different systematically. But they did notice that we had upped our communication game. What do you dislike? The Asset management piece is really weak and we're looking for other solutions to fill the void. What business problems are you solving with the product? What ...

Intellligent software

What do you like best? This software is really simple to set up, use and to support. All instructions are clear and simple for understanding. You don't need to involve specialists to make settings, to change the processes or to connect the other software. It consists all necessary statistic and reports for quality assurance of the agents. The knowledgebase is simple to fill in. What do you dislike? Chat window could be wider. I wish all social incoming messages were in the ...

Freshservice provides a great product

Freshservice provides a great product, simple to use, support is good

Fast, intuitive and very flexible.

What do you like best? Can be used with a minimal setup but allows a very sophisticated configuration of all features. Adaptable to the company brand, structure and workflow. Provides a fast and modern UI. What do you dislike? Asset licenses payed upfront could instead be payed-as-you-go. Missing ACL rules and a full backup option with the uploaded documents as well. Recommendations to others considering the product Invest some time experimenting and making sure it fits ...

They were great to work with!

They were great to work with!