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

Still miss some functionality but still …

Still miss some functionality but still a great ITSM.One of the greatest Support Team I've ever encounter thought. =

Easy to use, easy to customize and overall great product

What do you like best? Gamification is best as it creates a healthy, competitive environment for our engineers What do you dislike? After using the product for more than a year now, I have no complaints whatsoever. Recommendations to others considering the product Start using the asset management as soon as possible, it makes tracking asset history a breeze and helps free up your team for actual incidents What business problems are you solving with the product? What benefits have ...

The best ITSM software I've used

Setup couldn't have been much faster or easier. The whole system is fast and intuitive; even the mobile app. Customization options are plentiful, but not overwhelming. What I've been most impressed with is the support. The couple tickets I have put in with them have been responded to promptly and resolved on the first try. Overall it's a perfect fit for our organization.

Migration to FreshService

What do you like best? Working with tickets is straightforward and acting upon a specific incident can be dealt with from one screen. Customized agent views to see just the tickets I want to. What do you dislike? Lots of complexity mean a lot of choices in configuring the service, so it was a bit overwhelming at first. This turned out to be a good thing in the end - lot's of choices. Clicking "View More" within a ticket to view all the text of the submission. Wish there was a one ...

Awesome tool that is still constantly growing and improving.

What do you like best? Functions are quick and robust with lots of room to customize to meet our specific needs especially in relation to our HelpDesk processes. What do you dislike? Project Management Module is a little lackluster making it hard to associate Project task with tickets. (Would be helpful based on our current processes Recommendations to others considering the product Structured and simple to use tool to help with implementation of ITSM framework. What business ...

We picked FreshService over ServiceNow

We picked FreshService over ServiceNow, XenDesk and Spiceworks. The instance is easy to set up and customize, and their support is always fast and helpful. It's way cheaper than ServiceNow and gives a lot of the same features. It's not as customizable, but unless you have a very large organization, an MSP, or highly stringent requirements you can get a lot of the same functionality without paying an arm, leg, spleen and part of your first born.

The Freshservice support team always resolves issues professionally and in a timely manner

What do you like best? Freshservice is very user friendly. It makes managing our teams work very easy. It has so many different options available in one place. Any issues, questions or concerned are always handled appropriately by their support team. It has been a very smooth transition and I am very happy so far with the results. It also offers "quests" and with our competitive nature we have a lot of fun with them every month. It is not only efficient but fun to use. What do you ...

Love FreshService!

Love FreshService!We use the FreshService help desk ticketing system. The system was simple to configure for our organization and easy to provide both to our internal folks as well as our clients. We are now operating all of our support for clients in the system. Their team provides timely responses to any questions or troubleshooting. Very grateful to work with them.

Awesome

What do you like best? the friendly interface. Fresh desk provides a really good support that makes all the difference when our company has issues to solve. What do you dislike? I really liked everything. One of the best support experiences I have ever had What business problems are you solving with the product? What benefits have you realized? Support to end users. Asset management SLA

Excellent experience transitioning from a competing product

What do you like best? Customer support has been with us every step of the way. What do you dislike? Not 100% of data transferred over, but it is a reality when transitioning from one system to another. Recommendations to others considering the product Contact your sales rep regarding custom plans. What business problems are you solving with the product? What benefits have you realized? We have been able to unify our asset inventory and ticketing system into one tool.