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

Very good and good looking ITSM SaaS software

What do you like best? * Fast rollout: you can go live with Estate Plan in really 2 weeks. * Good implementation of ITIL framework. * Good asset manager. * Good customer service: fast reply and competent customer service so far, really appreciate it * Easy and intuitive interface for the users: this is the main stand out feature with competitors! We really want users to use this Service Desk tool with all the features, especially Service Catalog, and FreshService intuitive UI ...

One of the best ITSM Solutions available

What do you like best? Clean interface. The ease in which I can get work done quickly. The Time sheet is also a plus and has a built-in timer. The timer continues even if I navigate away from the page so I can reuse the browser tab for something else while I work on the ticket (most solutions don't do this. The customer portal is a huge plus. I'm glad this is not a per-customer licensed service and instead is a per agent. This will ensure we can afford the service as we continue to grow. ...

Easiest Service desk to use

What do you like best? The ease of use and setup of Fresh service is great. we can make announcements and link incidents to problems, for us this has been the best service desk we have had. What do you dislike? I would like The integration of Team Viewer and to book appointments to users calendars (Office 365. Recommendations to others considering the product Trial it and you will like it! What business problems are you solving with the product? What benefits have you realized? ...

All support tools in one place

PROS & CONS What are the best aspects of this product? Take all possible tools for handling support that come to your mind, and put them in a single dashboard. That’s exactly how Freshservice looks! The tool integrates Hardware, Helpdesk, IT, and many other features that make proper support possible. Besides, it is heavily equipped for customization, and there is hardly any chance that a tool will be missing. Even if it does, their support service is always on alert for innovations. I ...

Freshservice - Makes ServiceNOW feel like ServiceLATE

What do you like best? Fluidity of interface during use. The Freshservice product was clearly designed by people who have fun service desks. The simple, yet effective interface allows agents to quickly move through the support process without being hindered by the bean counting. What do you dislike? Currently custom text fields placed in service items are not available as output in custom reporting. I understand why, there is no character limit on the custom text fields, therefore ...

A very Solid Service and Support Desk

What do you like best? They have just released a new interface which is much slicker than the previous one Scenario's and automations are very impressive compared to a zendesk it is very cost effective What do you dislike? Price points are very odd, or to be more specific the features that are/aren't included are odd - you have to go for quite a high package to get what seem like basic features. Recommendations to others considering the product Use the automations! What ...

The tool that will never stop surprising you

PROS & CONS What are the best aspects of this product? Freshservice is an easygoing, well-structured system. The IT team of our University uses it for communication, or in order to track request tickets from colleagues and students. But there is more about Freshservise! Most of the time, it performs the role of a personal database, where all problems, updates, and releases are being stored. It relates them to the appropriate tickets automatically, and it allows us to use our time for ...

good and support is great

What do you like best? timings, support, resolution in immediately. What do you dislike? as of now I am facing difficulties in reporting side. unable to fetch required report Recommendations to others considering the product need to focus on reporting side. What business problems are you solving with the product? What benefits have you realized? IT ticketing.

Full IT Help Desk up and running in a day

What do you like best? Ease of setup, detailed documentation. thriving community and support available via email, chat and phone. Responsive Account Managers What do you dislike? Missing a few feature that would really help lock down requests. Such as full AD group sync. Recommendations to others considering the product Very easy to setup. Make use of Support and the Community. We started with tickets coming in via email. Then published the portal a short time later. Portal adoption ...

We found the helpdesk we were looking for

PROS & CONS What are the best aspects of this product? There is a great Sprout plan (a free one, just to say that enabled me to appoint three desk supervisors with separate accounts. The point is that there are only three of us in IT support, and we need to share the role. Currently, we’re planning to involve the CEO and the Accountant, and I couldn’t be gladder to suggest them a supervisor post and to recommend a Freshservice subscription. I think that everybody could benefit from the ...