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

Marval to Freshservice

What do you like best? The user portal has been a real gamechanger for us here, we were the classic old style Service Desk with high volumes of phone calls. The Self Service portal has allowed us to shift left and allow the userbase to self serve and use forms to submite tickets directly to the correct teams. What do you dislike? The reporting feature in Freshservice needs some work. Thankfully Freshservice have recongnised this and a new reporting tool is coming in March 18. What ...

A simple to setup ITSM tool which delivers

We chose Freshservice as we needed to setup a new Service desk tool which would be simple to use for our customers but also powerful enough to keep track of our assets and manage our workload.Freshservice delivers on all fronts. New functionality is added frequently, the support we receive has been excellent but most importantly our customers love it.

We searched and evaluated every support …

We searched and evaluated every support desk option we could find. Freshservice was and still is the clear winner!

A great system!

A great service provided from the start. No sales pressure and great communication at all stages of our setup. The system is easy to grasp and adaptable to our needs. We've trialled a few systems and Fresh Service gave us the best options for a reasonable cost.

So far, I've been very happy with Freshservice.

What do you like best? The application is easy to navigate and very feature rich. The support staff have been excellent. The performance has been very nice. It's easy to use and my support staff are liking it over the prior app we retired. The mobile app is great (though I wish it would do change control, not just ticketing. What do you dislike? Really, the only issue is that there are a number of small functions missing that should be there. Things that will probably come out with ...

discovery probe

What do you like best? of support, is very efficient . What do you dislike? nothing . What business problems are you solving with the product? What benefits have you realized? my inventory, I did not know as doing data refresh or create a new machine, but now I know.

Always great service.

What do you like best? Issue resolved quickly and the knowledge of the response What do you dislike? Seems like they don’t see my responses at times. Recommendations to others considering the product Definitely give it a shot. And use the product often. You will soon realize how beneficial it is. What business problems are you solving with the product? What benefits have you realized? Being able to create a hlepdesk service and inventory management

So far so good

So far so good. Used the product for a few months and haven't found any major issues.

Freshservice still feels 'Fresh'

What do you like best? No need to maintain, 100% cloud-based. Easy to understand. Easy to use. Modern UI. Works from any browser. Responsive customer support. What do you dislike? Some functionality from CMDB module not 100% mature. Missing device/user affinity like in SCCM. What business problems are you solving with the product? What benefits have you realized? We were able to move the trouble tickets and other requests for IT and other back-office departments to one place. Using ...

So far so good

So far so good. The product itself satisfies all my current requirements and seems to have room for to accommodate requirements changing in future.Re Customer Service. I've very little contact so far but I've not been disappointed with how my issues were dealt with in any way.