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

Fast response support

What do you like best? Quality and fast response to all of the requests We have made so far. I would definitely recommend it. What do you dislike? So far I haven’t had any issues with the service. What business problems are you solving with the product? What benefits have you realized? Secure password security For helpdesk members

very satisfied

What do you like best? I am a user since June 29, 2017, a few days ago I made some mistakes, I thought about contacting support and I said who knows when they answered me. I chose to contact them and in a matter of minutes they helped me resolve my issue. simply wonderful. What do you dislike? Excellent service. I am a user since June 29, 2017, a few days ago I made some mistakes, I thought about contacting support and I said who knows when they answered me. I chose to contact them ...

Customization and Adaptability

What do you like best? I like how easy it was to set up the Service Catalog as an HR system. What do you dislike? Some bugs happen, but support is quick to help me out. Recommendations to others considering the product Work with a support person to fully utilize the FS platform. What business problems are you solving with the product? What benefits have you realized? HR and IT requests. Its a strong centralized support platform with many uses.

Freshservice - Full Featured, Easy To Implement & Use

What do you like best? ITIL/ITSM based and rapid implementation are the key features that we like. The user interface is well organized around ITIL methodologies. The ITIL flow of Incidents to Problems to Changes is very useful. What do you dislike? There really isn't anything to dislike. The Project Management module links to Incidents, Problems and Changes as needed, however there is no ability to import work breakdown structure (WBS into a project. WBS import would be helpful for ...

Best Value

What do you like best? It has the most intuitive interface and robust feature set we've seen. Anyone can pick it up and start using it in a matter of minutes. It does everything we need and then some. It provides exactly the tracking we need to be able to stay on top of our tickets and assets. What do you dislike? I wouldn't mind seeing more control over reporting - currently I have to download the ticket data into Excel to run some of the reports I'd like to see. What business ...

Great intuitive tool - perfect for fast-moving teams

What do you like best? Very easy to setup and get branded and customised to your needs. Intuitive user interface - simple for staff to log tickets, feedback surveys built-in help track customer satisfaction. A really simple admin interface means its simple for key stakeholders to make adjustments to workflows, ticket routing and assignments on the fly without days/weeks of training... we now track all of our regularly occuring scheduled tasks via the tool What do you dislike? No ...

Efficient response indeed

What do you like best? After I raised the ticket, the response came in like within 5min, it's really quick considering part of my job is doing helpdesk support. What do you dislike? The explanation of my question is not that kind of convincing, but I can get the idea though. What business problems are you solving with the product? What benefits have you realized? Freshservice provides a great helpdesk platform for my company.

Freshservice was most helpful for the dynamics of our work

PROS & CONS What are the best aspects of this product? False modesty aside, we’ve mastered functionality in end-user support. We took full advantage of Freshservice’s features to perform detailed tracking, and to make accurate reports for our proactive response. Both we and our customers are extremely satisfied with it. What aspects are problematic or could work better? It’s not such a big deal, but both semantics and lexis could be improved. I don’t always dare to configure my ...

A help desk solution that works extremely well for our company

What do you like best? One of the best features we come to appreciate with Freshservice is the ability to manage our tickets remotely. Either from the mobile app or logged in from home through the browser, having the convenience of full visibility to all our tickets is critical. Not having to manage a local install or database is also something we've come to really appreciate. Getting all the current updates that become available is also another great feature. Not having to worry about ...

A fairly new user's experience so far

What do you like best? The mobile app is convenient, especially now that support helped me figure out how to use custom views to see just the tickets with a certain tag. It is easy to set up views on the web, and I like keeping a browser window open on half of my secondary display. What do you dislike? Some features are not intuitive, like how replying via email to tickets works. I did some testing regarding this, and it turns out different affects are applied to the ticket (e.g. ...