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

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 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

An intelligent solution for an evolving IT environment

What do you like best? The simplicity and ease of use. We promote the use of our SelfService portal and over 40% of our work is generated in this way. It work like an email system, allowing you to easily see a "conversation" and interact with the customer with ease. What do you dislike? Admin settings can be confusing at first, so I would recommend some additional training, support in this area to get the most out of the system. Recommendations to others considering the product ...

Actively developed and well supported

What do you like best? This software is actively developed and development appears to be guides by community feedback. What do you dislike? There has been an instance when an account upgrade went wrong. There is some work to do on their backend to improve reliability and recoverability. I would like to see better integration with MS Teams/ToDo/Planner/PowerBI as this would greatly improve the utility of the tool for project based work. Recommendations to others considering the product ...

I'm a fan

What do you like best? The ticket system is easy to get off the ground. Support is great. What do you dislike? I wish the project management tools were offered in a lower plan. I can get those features from competitors for less than Freshworks is charging for them. It would be really nice to have my project management software and ticket system be the same thing. Recommendations to others considering the product Test everything, train your users to call IT if there's an email or ...

Great Help but I don't have much experience with the product only support

What do you like best? They were able to resolve my issue in a timely manner What do you dislike? It was very loud in the background on the call making it very difficult to here the individual What business problems are you solving with the product? What benefits have you realized? We just took over Freshservice from another vendor on Friday so we unfortunately have not had a chance to really use it yet.

A Solid and Ever-Improving ITSM Tool

What do you like best? The simplicity of FreshService is outstanding. This helps my agents continue to be exceptionally efficient. The ease and ability of creating automated scenarios/actions based on events helps juggle our ever-increasing workload! What do you dislike? With being so simple there are some things that FreshService needs to improve on. What business problems are you solving with the product? What benefits have you realized? Easy and efficient ticket ...

It was a great experience

What do you like best? I liked the speedy response to my issue and that it wasn't delayed. most service tickets can take up to hours if not days and this wasn't the case here. What do you dislike? everything was great and I have no bad thing to say. What business problems are you solving with the product? What benefits have you realized? it has helped our company immensely

It gets the job done.

What do you like best? It is a simple UI that does as advertised. It's hard to really argue with it. It functions perfectly, quickly, and it's hard to beat simplicity wise. What do you dislike? The recent UI update is kind of tryhard-ish. It is simplified even further but I don't like the graphics and minimalism. Recommendations to others considering the product Keep the UI SUPER SIMPLE and technician / consultant / IT guy-friendly. I don't want my UI dumbed down to what an end-user ...

Solid system for internal support

What do you like best? Before FreshService, our requesters were unable to create tickets via email. This feature is available with FreshService, which is a great thing. The ease of use for setting up FreshService allowed me to set up the basic configuration rather quickly. FreshService allows us to create our own way of work quite well. Another great part is the quick and good support that we receive. After one and a half year, I can still confirm the same! What do you dislike? ...