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

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

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. ...

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

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 ...

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 ...

Prompt, Efficient Service

What do you like best? Prompt, friendly service via the online portal What do you dislike? I did not have any negative experience with the support What business problems are you solving with the product? What benefits have you realized? Good reporting and insights on service requests. Good contract and change management capabilities

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 ...

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 ...

Great product!

What do you like best? Very easy to use. Great UI design. Perfect for ITIL. Support is very swift at replying. What do you dislike? Nothing right now. I'm very pleased at the moment. Recommendations to others considering the product Freshservice is the best ITSM experience you can get. Super easy to use with a lot of great management tools. What business problems are you solving with the product? What benefits have you realized? IT Helpdesk