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

Freshservice is Awesome!

What do you like best? -Tickets are accessible from anywhere via the web interface or through their iOS/Android app. -Their customer service is extremely responsive, and very easy to work with. -The interface is clean, and is simple to navigate. What do you dislike? There are a couple things missing from the mobile app. Tagging is not available, and ticket descriptions are not editable. You can add notes, but not edit the original description. Recommendations to others ...

Looking for great quality? You found it!

PROS & CONS What are the best aspects of this product? If Freshservice never appeared, we wouldn’t know how much we needed it. It is just indispensible for the organization of our IT department. We rank much better since we improved asset management, and you can notice the change even in our CMDB and the communication strategy. I sincerely claim we’ve never been this successful. What aspects are problematic or could work better? I am a bit concerned about asset tracking, since you ...

Good tool but missing important functionality

What do you like best? I like the user interface. Also the application is amazing from both a support level and a user interface. Much better than any of the other applications we have tested. What do you dislike? No "If/Then/Else" ability in automation. The automation logic it much too limited. If the Observer tool just had the same options as dispatcher we would be much better (specifically the "cc" functionality. If I had the ability to add a "cc" in Observer my review would be 8. ...

Great software - easy to use - even better price

What do you like best? Inventory management is easy to use, the helpdesk has a nice interface, and the knowledgebase is a great place for our teachers to refer to if they are having a problem. What do you dislike? The layout can be a little difficult to navigate for the inventory management. I wish there was more fields for asset status such as "Out for Repair" Recommendations to others considering the product Give the trial a whirl and make sure it will work for your organization's ...

Fresher IT with Freshservice!

What do you like best? Ease of access, simplicity, configure quickly What do you dislike? Needs to mature in a few areas...logging these as feature enhancements & some have been turned around already.. What business problems are you solving with the product? What benefits have you realized? Ease of incident logging, easy to use Self Service Catalog, simple to interact with 3rd party providers, to name a few

Done and sorted in moments

What do you like best? They were very polite, I had a series of questions and they dealt with them very quickly and gave great advice on how to achieve what i wanted. Came back with a follow up email to make sure i was happy with service. What do you dislike? The service was very good and i couldn't really fault it. Recommendations to others considering the product If you need ITSM tool in one place...this is the way to do it. What business problems are you solving with the ...

A great move for us

What do you like best? Ease of setup, we were up and running with little or no support, only reaching out when we wanted to customise. What do you dislike? Delivery of road map updates take time, but they do arrive. Recommendations to others considering the product Go for it, you can start on a free plan to get a feel for it, then change pans as you add features. What business problems are you solving with the product? What benefits have you realized? SLA reporting Self ...

Full featured and engaging

What do you like best? What sold me on FreshService was that it pretty much set the bar for help desk software. When I was comparing against the competition, nobody else could match their feature set. Now that I'm a customer, their tech support is responsive and knowledgeable as well. What do you dislike? There have been a few speed bumps in integrating our single sign on with FreshService, but we eventually got there. Recommendations to others considering the product If you need a ...

a valuable helpdesk software

What do you like best? the best we liked Ticketing and change management. So we can build the ITIL process What do you dislike? there is nothing we disliked. This is good software What business problems are you solving with the product? What benefits have you realized? ITIL Process

Great Solution for small companies

What do you like best? Great features that makes for a high quality support service including automatic replies and updates. There are more features offered for free than most customer support solutions. What do you dislike? Id only say the UI design could see some improvement. Just recently they launched a new design that is a more modern and easy to look at. Would like to see better mobile UI too. Recommendations to others considering the product Start the trial and get help ...