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

Great Product and Customer Service

What do you like best? Functionality and Customization to tie all features into an easy to use interface. Automation where I can have many tasks and processes automatically assigned to the correct users. I can also implement more departments issues and tasks into one system and assign agents to specific roles. What do you dislike? I would like more integration with custom fields from service requests with dispatcher. Recommendations to others considering the product Making sure to ...

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 ...

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What do you like best? The Agents are very helpful and they explain everything in simple English. What do you dislike? FS is easy to use, therefore, I have nothing bad to say. The UI is very simple to use which means you can easily work through FS without any help. What business problems are you solving with the product? What benefits have you realized? We deal with a system called PMS and all our users creates tickets using FS. FS makes it easier for us to manage and deal with the ...

Helpdesk

What do you like best? Azure AD integration.................... What do you dislike? Translations to Portuguese is not 100%.. What business problems are you solving with the product? What benefits have you realized? We needed a tool to get and address our clients issues, Freshservice is doing the job.

Great product and service.

What do you like best? Fast support and customization. The integration of a Solutions sections ticket automation allow our team to provide faster service and staff are also able to troubleshoot minor issues on their own. What do you dislike? Couple of features can't be customized that are hard coded into the environment. These are minor but some features we would have like to alter can't. Recommendations to others considering the product Definately a product worth considering. What ...

Good overall product

What do you like best? I like the fact that the Knowledge Base(KB is easy to setup and use. It has helped our staff find answers to issues that have already been solved. This saves time for the support staff. You can also use the KB for support staff and have the KB article hidden from the general staff. This is a great feature. I also like the assignment of tickets to a group, so when a ticket is created it emails the people listed in that group. What do you dislike? I really don't ...

Service is great!

What do you like best? I like the fast response to my questions/issues. Support has always been extremely helpful and willing to go the extra mile to help us resolve our requests. What do you dislike? The reporting feature took some time to get used to. What business problems are you solving with the product? What benefits have you realized? Provides us with a central location for our IT and Business tickets and reporting needs.

Good out of the box solution

What do you like best? The workflow and admin tools are simple, intuitive and cover most use cases What do you dislike? Documentation is poor, particularly for the API. Getting new features appears to be impossible. What business problems are you solving with the product? What benefits have you realized? Client Support, change management, incident management, documentation

Next Gen ITSM/IITL tool

What do you like best? 1:Complete solution to IITL need including Service /Incident/ Problem/Change/Asset management for Internal IT. 2:Gives you more power to enhance the ability of Solution. 3:Improved Look and feel.4 4: Prompt support 5:Open to environment based customization. What do you dislike? tool need to work on precisely on integration DL as requester and ticket view scope. Recommendations to others considering the product More sorted UI and more power to user ...

Freshservice is a great product

What do you like best? Easy to use, intuitive web portal. Me likes the freshservice What do you dislike? There is nothing that I dislike about Fresh service Recommendations to others considering the product use it What business problems are you solving with the product? What benefits have you realized? We use it for our I.T. ticketing system