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

Good product

Good product, needed to contact the support on a few occasions to tweak a few things but they've been very responsive and have been a great help.

Freshservice provides us with everything we need to manage tickets, changes and releases globally

What do you like best? Easy to use interface, ability to auto assign tickets to groups around the world from multiple email addresses What do you dislike? Users cannot login and view Changes that have been logged in their name Recommendations to others considering the product None What business problems are you solving with the product? What benefits have you realized? The main problem we had was a large amount of changes that needed to be separate from support tickets. These are ...

Great Tool, Great People, Awesome Experience!

I've been using FreshService for over three years now and it has transformed my team's ability to serve our customers. Before Fresh we went through a home-grown solution and two other major competitors. We could never find a tool that would track everything we cared about and not be so complicated that it got in the way. Fresh strikes a great balance of power and design. We can get fancy with automation and still have a nice clean interface. We started as a team of 5 using the tool and ...

Favorite helpdesk system so far!

What do you like best? Clean interface, easily able to organize and keep track of issues. What do you dislike? The inability to to easily forward emails to our helpdesk emails. Even with that being said, it isn't the worst set up in the world, just a minor hassle to have to configure with a million other things going on but this may just be me : Recommendations to others considering the product Give it a try! What business problems are you solving with the product? What benefits ...

Excellent product!

Fresh service is an amazing product and a truly turnkey solution. It took a little while to configure to our liking but the end result was worth it. The customer support experience is second to none!

Works out of the box...

I was looking for an out of the box coud solution which followed ITIL best practices and required Little configuration. FRESHSERVICE is this.It took me only a couple of hourse to setup and my team began tu use it with no problems. After a few weeks of putting it into production I checked the reports and bingo... With no configuration I was getting KPIs and relevant information. Support is quick and knowledgeable, not only about the tool but about ITIL.

I was a previous user of Freshdesk

I was a previous user of Freshdesk, Freshservice is a far superior product.Very customisable around our business and our customers.Have had to contact support a couple of times, they are very responsive and helpful.

Perfect for our internal IT needs

We've been using FreshService for our internal IT needs - service desk, service catalogue, knowledge base and asset management for nearly two years now. It's ticked more boxes and been more user friendly then anything else we've found and it's all tied together under the one system. The company behind FreshService is continuously developing their product and the support is always responsive and helpful. Would highly recommend the FreshService solution.

Quick solutions on FreshService

What do you like best? The program itself helps with organization. When I ran into a problem they got back to me really fast. What do you dislike? I haven't run into anything I dislike yet. Recommendations to others considering the product The software does exactly what it is supposed to. Keeps everything organized and easy for front and back end usage. Administrative tasks easy to complete. What business problems are you solving with the product? What benefits have you realized? ...

An excellent product

An excellent product, that we're using actively. There is however still some room for improvement, especially in the multi-language part of the service desk.