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

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.

Ticket View Failures - All Agents - Immediate service and resolution

What do you like best? I love how intuitive the software is, and how they have many different solutions within one "pane of glass" What do you dislike? I dislike the asset management tool. It seems clunky and not very well implimented Recommendations to others considering the product A great option for incident reporting, release and change management What business problems are you solving with the product? What benefits have you realized? We are streamlining our internal support ...

Great hosted helpdesk platform

What do you like best? Freshservice has a fresh, clean, modern look to it. It's highly customizable and provides plenty of depth, particularly with it's various automation tools. Any time I've had to use their support, they have been super responsive and great to work with. They're constantly improving their product and it's not uncommon to see little tweaks here or there as your doing your work which is great. What do you dislike? I've only come across a few minor things I didn't ...

Yesterday was my first interaction with … Jayesh

Yesterday was my first interaction with Fresh service however I was very impressed with their approach to support. Via the chat function when I asked for a URL to reference training materials they immediately offered a live session with me to resolve the questions I had on configuration and set up. Looking forward to continuing to use the product into the future.

FreshService -One of the most GOTO tool

FreshService portal is very easy to use from admin and user end.We have been using this as an enterprise level system for addressing tickets and it has been very instrumental for making us achieve that.When we have any issues,we email or call the support team and they respond to our issue in absolutely no time!Strongly recommend this!

The Enchanted Lamp of Customer Service

PROS & CONS What are the best aspects of this product? I am a fan of their branding, configuration, automation, and usability. The entertaining tool for awarding badges to satisfied agents who participated in the survey is very modern! In fact, it is crucial for encouraging and motivating staff to resolve tickets without losing focus of their customers’ satisfaction. What aspects are problematic or could work better? It is available as a mobile app, but the app is incompatible with ...

Support is fantastic and super-quick.

Our organization uses Freshservice to track both standard IT support tickets and our extensive development backlog. It has proven to be an excellent tool for tracking changes, and the built in Change Approval process is invaluable. The support is also outstanding. Response times are super quick, and the support staff knows their stuff.

Customer service never has a wait and …

Customer service never has a wait and has always resolved my issue on the first try.

Good tool

Good tool, very Quick support! Support team is there to help every request is possible!!