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

The new UI is outstanding

What do you like best? As a consultant, it's my job to find the best solutions for our customers. One of the best options out there for ITSM implementation is Freshservice. The simplicity is one of a kind. The platform is very user-friendly and intuitive, that means easy to setup and manage it. Complied by ITIL standards, Freshservice provides problem, release, change, incident, project management and beyond. I like the new UI, it's very refreshing compares to the old one. What do you ...

A well-rounded service with a lot of options

What do you like best? I can customize the portal to be exactly what I need. What do you dislike? There are so many customization options that it can be intimidating to get started. Recommendations to others considering the product Give the demo a try and really take time to dig into it. There are a lot of features and it takes time to understand how they can work together. What business problems are you solving with the product? What benefits have you realized? It allows us to ...

Great Service/UI

What do you like best? I was able to get quick service and got all of my questions answered. We use Freshservice as well and haven't had any problems. The Service catalog is a nice add-on feature What do you dislike? I can't really say I dislike anything about freshservice at the moment. Can possibly improve on search for old tickets. Seems like if I were to search for iPhone X requests, it doesn't really show relevant tickets. What business problems are you solving with the product? ...

IT Manager

What do you like best? The interface is easy to navigate and fairly well laid out. What do you dislike? The $0.02 per month charge for devices using their discovery tool. I can see paying a one time fee per device, but to have to play recurring costs on devices seems cost prohibitive. We chose to manually create our Assets. The fact there are so many "standard" or "base" assets pre-configured that can not be deleted is a bit cumbersome. What business problems are you solving with the ...

Good app that helps our efficiency

What do you like best? Communication with users is great. The interface is easy to use for both technicians and requesters. This program increases our efficiency and our users are very happy with the increased functionality. What do you dislike? Asset management is confusing. Admin settings don't do what you'd think or are in a different place than you'd expect, sometimes. Customization is easy, but undo-ing changes without reverting to the default is not supported-- Make a backup! ...

Easy ITIL compliant helpdesk system

What do you like best? FreshService offers a very simple to use, but powerful helpdesk system with an integrated CMDB. What do you dislike? The relationships allowed in the CMDB are not as flexible as I would like, but they are functional. The system probe / agent is not as configurable or as intelligence as I would like. The CMDB could also use a the ability to add generic 'notes' onto assets. What business problems are you solving with the product? What benefits have you realized? ...

Quality software and service

What do you like best? The customization's are easy to figure out on any technical level and work seamlessly. Being able to copy and past images into comments and replies is something that we found other services were missing. With FreshService, this is quick and easy and helps us explain solutions to our internal users. The customer service has also been quick, accurate and friendly every time I have used it. What do you dislike? The naming convention on the "Global Support Email" ...

Great customer service

What do you like best? Although FS is completely different from our previous ticketing system and sometimes lacking needed features, the customer service team are great at doing their best to find workarounds - including custom coding to implement the things we need What do you dislike? Nope, nothing I can think of that I dislike What business problems are you solving with the product? What benefits have you realized? Has allowed us to save money whilst servicing more customers

FreshService SMB's IT dept's best friend

What do you like best? I love the simplicity of the interface but with all the functionality I need to run my small business (100+- employees IT department. What do you dislike? Simpler SSO SAML integration with G Suite Recommendations to others considering the product Best quality for price better than toher software that costs $$$ What business problems are you solving with the product? What benefits have you realized? Keeping track of all our tickets and keeping employees ...

I find freshservice a good tool for IT support

What do you like best? it is easy to use this product and like this product to be fullfilling that. What do you dislike? need more user friendly reports, sometime I feel its missing good reporting What business problems are you solving with the product? What benefits have you realized? Incident management, good tool to work as an IT support