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

Powerful system

What do you like best? Automation, reporting, product evolution What do you dislike? Lack of process clarity for agents - I'd like for the ticket to show which automations ran on it so the agents know what processes have been triggered. What business problems are you solving with the product? What benefits have you realized? We use Freshservice to manage IT/help desk/hardware requests from our staff, and to report back to management on the volume and type of requests our small team ...

I.T

What do you like best? The customization that can be done to the product. The assistance with helping create this custom requests. What do you dislike? We had freshdesk and then freshservice , sometimes we see things go to one and not the other that we would like. Also the app on android. If notifications showed the ticket information, that would be really helpful ( this was turned in as a feature request and passed along though, so could be corrected in near future Recommendations ...

108ideaspace Feedback

What do you like best? I like the user-friendly dashboard, also it's very effective to handle client service. This tool allowed us to manage support effectively. What do you dislike? Few more features are required for connecting with other tools. We wanted to connect it with hubstaff but we could not. Recommendations to others considering the product I think you should definitely try this, Awesome tool with very cool features & It is the very clean system to use. What business ...

ITIL Service Desk

What do you like best? Cloud-hosted Service Desk, Let users raise tickets via email, self-service portal, phone, or in person. Track, prioritize, assign, and automate resolution processes to drive service desk efficiency. SLA Management, you can resolve tickets based on priority, and automate escalation rules to communicate violations within the service desk. Knowledge Management, Self-Service Portal, Problem Management, Change Management What do you dislike? It should have a native ...

Major time saver and accountability piece

What do you like best? This platform is very easy to use. It solves a number of issues in my IT Department What do you dislike? Cost is a little higher but still very reasonable. What business problems are you solving with the product? What benefits have you realized? Tracking of requests and concerns and providing accountability for IT staff

Best modern and simple ITSM Solution

What do you like best? A simple and intuitive interface help user to easily register problem, changes or other requirements. Includes discovery probe that help administrators to keep CMDB always update and with inventory management admins can track asset and lifecycle. In terms of reports, FreshService has some reports OOB but it's possible to customize reports. Also, includes native integrations with several applications and you can integrate with others third parties, using APIs Rest. ...

Excellent Support

What do you like best? Direct and straight to the point. Asked a question, got an answer the resolved my issue right off the bat. Wasted none of my time. What do you dislike? Can not think of anything. We are new users and have not had any issues thus far. It is a learning curve, but, they are more than willing to assist. What business problems are you solving with the product? What benefits have you realized? How to customize our service categories.

Brings everything at one screen and helps to get things done!

I have tried freshdesk to communicate between our clients, vendors and within our departments. It is one of the useful tools we have found so far.

Really like their support

What do you like best? Their support is very good -- a good model. I guess they are in the helpdesk business, so it makes sense. Support is easy and responsive through chat, and they will call you if that is a better way to help you. They also respond to product suggestions. Using tags makes it easy to refer to past incidents. What do you dislike? There are some features I'd like to see added -- always room for improvement! Recommendations to others considering the product I've been ...

Ever improving...

We've been using Freshservice for some time and it keeps getting better. The team are really quick to respond to support issues, and the management are great at engaging with customers. They clearly want to keep improving the product and when we do find areas that don't quite meet our needs they are always keen to develop the product to overcome this, or point us in the right direction.