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

Simple to use ITIL cloud-based incident and change management system

What do you like best? Simple to use, no need to install software onsite, knowledge-base for user and agents is well implemented, allowing users to see solutions as they raise an incident. Constantly updated to add new useful features. Active Directory integrated for user accounts What do you dislike? Asset management doesn't currently tie into our existing software deployment/inventory systems - Jamf Pro and ManageEngine Desktop Central. Removing requesters needs some ...

Think Customer is the motto

What do you like best? ITIL framework standard being followed very easy to administer and set up What do you dislike? There is nothing to dislike about this product.I have used Service now in my previous organization and fresh service is a much simpler version catering to same needs. Recommendations to others considering the product Yes I have informed to other consumers What business problems are you solving with the product? What benefits have you realized? tracking and ...

Freshservice

What do you like best? Very fresh platform with frequent updates. The responsiveness of their service/support team is impressive. As with any platform, there are areas we would like to see improvements and change, but overall it is a complete system that is meeting our needs. What do you dislike? No real dislikes. I would like to see more focus on reporting and notifications. There are many features available in their sister product, Freshdesk, that would be greatly appreciated as part ...

FreshService Review

What do you like best? The Support Service is excelent, we have a lot of hours of diference and the support is very nice. The agents of FreshService always have a nice answer to our requisitions. What do you dislike? FreshService does not have a BPM System, At this moment, we really need BPM system and if FreshService had BPM System It would be a dream. Recommendations to others considering the product Read about the structure and vision of FreshService, is very important to work ...

A Solid Service Desk Tool

What do you like best? Freshservice provides some of the best features for my managed services business. It allows me to integrate my tools, provides API Access so I can interact automatically with the product, and provides a central location for all interactions with my customer(s. It allows integration with my Office 365 Subscription and Azure Active Directory so my service agents no longer have to remember multiple user ID's and Passwords. The ability to customize multiple portals ...

Great Helpdesk Software

What do you like best? Very easy to setup and administer. Attentive and helpful support. Clean interface and easy to navigate. What do you dislike? More options to customize. Some fields are locked down. Also, would like more customization options for the portal without having to know HTML. What business problems are you solving with the product? What benefits have you realized? Organizing and tracking helpdesk requests. Our previous process was to just email the IT team. ...

A new beginning for our helpdesk

PROS & CONS What are the best aspects of this product? Full control over the tickets: How does that sound? Let me tell you that it is amazing, and you wouldn’t change it for any similar software! Ever since we purchased Freshservice, we have a clear overview on every ticket arriving to our helpdesk. I am able to follow both the volume and status of tickets, and I have a crowd of satisfied customers whose feedback is always considered. What aspects are problematic or could work better? ...

Great platform for any size IT department

What do you like best? Ease of implementation. Ease of use. Users adopt it very quickly and appreciate being kept in the loop of where their issue stands. Makes the management of fleet devices as simple as it could be, the ability to easily create custom reports to find the information you are needing is very useful and easy. What do you dislike? Lack of clarity on HIPAA compliance, the company actively markets to healthcare companies yet doesn't comply is current HIPAA regulations ...

Easy to implement ITSM

What do you like best? No nonsense approach with all the required features at the right price. Implementation does not take too long. Incident Management is simple to understand. Knowledge base can be customised. Mobile app is handy when on the move. Uploading photos of a troublesome device can be done through the mobile app. What do you dislike? Some features still require some ironing out. Most features work just fine though. Recommendations to others considering the product Make ...

Always prompt, follows up to a positive conclusion of issues

What do you like best? I like that with Fresh Service Team no issue / Problem is stupid. One gets sorted out completely and if a solution is not available at that time one is explained to. The Application has generally enable my team keep tabs with their activities. It has generally improved our service operations in the department What do you dislike? I only had one experience that i did not like. I had explained my problem to an agent and what i had done to sort it out, then the ...