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

Amazing and easy.

What do you like best? I like the whole setup of the website. It's easy to add people and show them what to do, most of it is self-explanatory. It's easy to give support to who creates cases, who needs help from an IT-employee at our schools. The support that is accessible with FreshService is great, you get help within a day or less. What do you dislike? The tutorial could be better when you first create your account. Something I also realized was the default language on the website, ...

Freshservice is our Incident Mngt tool since 2016

We are using Freshservice since 2016 and the product supports our needs very well.Just some simple configurations and the solution is ready.It is directly usable and follow the important rule : Keep it simple !In case you need some support on the tool, the FAQ are complete and the direct online support is always accessible.Do not hesitate to try it !

Freshservice - best of breed

We have been using Freshservice for almost a year now and continue to be very satisfied with both the product and the support we receive. In fact, the support is the best provided by any of our IT suppliers, without a shadow of a doubt. New features are rolled out regularly and the users are listened to.We currently have 7 support agents that have no complaints about using the software, which is very unusual. The layout and functionality makes you want to use the product as you know that ...

Streamlined IT processes

What do you like best? The UI is fantastic and helps create a simple flow through all the ITIL components. The process from incident to change to release to clear and simple to follow for all departments. With the amount of additional features such as Project Management, Assets, Contract Management, this makes FreshService a brilliant 'one-stop' solution. What do you dislike? The projects module is at an early stage but new features like Gantt charts and reports have been confirmed to ...

HIghly recommend

Great, responsive, flexible software!Have seen many good incremental imporvements since signing up over a year ago, and look forward to upcoming ones!

These guys go out of their way to help …

These guys go out of their way to help and I find working with them a breeze. If only all our software vendors were this accessible and helpful!

FreshService HelpDesk is the best!!!!

I have been using Freshservice as our main helpdesk ticketing system for almost 2 years now. It has transformed the way we manage end users requests. The platform is very simple to operate and easy to make your own. The one thing I absolutely love about this company is the level of support. They usually follow up within 30 minutes anytime I have asked for assistance with the product. Highly recommend this software if you are looking for a ticketing system.

Most User-friendly & Customizable Tool Available

Recently deployed Freshservice after using an open source tool for ticketing and ITSM operations. We have standardized on G Suite and Freshservice offers SSO so we were able to tie it into G Suite. Our users are able to access the portal with a single-click, no need to sign in again. The portal was easily customized to use our terminology and layout that works for our users. Ticketing...seemless. We can do what we need to do, not follow a framework forced on us by the vendor. ...

Great help desk tool all around

What do you like best? Customized workflows, great asset inventory tracking, 3rd party app integration, associating bugs ("called "problems" in FS with incidents, tickets, and code changes, the android app is awesome What do you dislike? Project management module could be more robust (no reporting available, It would be great if we could create more time tracking reports and add an hourly rate for invoicing. Time estimates for changes, tasks, projects without having to enter start ...

A Solid Help Desk Solution for a Modern IT World

What do you like best? The interface is very user-friendly and it is usually very easy to find what we are looking for. They also offer a full API which we have been able to utilize to make custom ticket submitting apps and other custom interactions. The majority of support cases that I have opened with them have been responded to very quickly and often resolved the same day. Another item which I have been happy with is the automation. The ability to categorize and assign tickets without ...