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

Freshservice fits my company's needs perfectly

What do you like best? It's great having all of our helpdesk tickets and other requests all in one location/system for easy filtering and searching. What do you dislike? I don't like how it doesn't seem possible to default (or save a Favorite with certain criteria selected. What business problems are you solving with the product? What benefits have you realized? We are solving our needs of using Freshservice as a helpdesk system. When users send an email to our IT department, these ...

FreshService

What do you like best? I like the ease of use The ability to use the free account What do you dislike? Nothing at all we really like this product. Recommendations to others considering the product Like it we hope to be able to find a way to fund the pay service soon What business problems are you solving with the product? What benefits have you realized? We needed a help desk system but could not afford one. The ability to have a help desk system

Awesome service

What do you like best? We switched from an in house solution to this and we couldn't be happier with the switch What do you dislike? We are an MSP and I wish we could have portals not just for engineering but for all of our clients as well. What business problems are you solving with the product? What benefits have you realized? Our biggest issue that we resolved is that previously we were able to close tickets without any kind of notes or time stamps and that was a huge issue for ...

Joe's Freshservice

What do you like best? integrates with a crm, chat and customer facing help desk service What do you dislike? too many options make setting up intimidating Recommendations to others considering the product excellent support! probably the reason why i stayed. the setup can be a challenge otherwise. also, good integration with other freshdesk apps. What business problems are you solving with the product? What benefits have you realized? handling internal bug squashing

Great ticket tracker

What do you like best? I can submit and gain insight on my tickets via browser, email, or mobile app. Easy to use! What do you dislike? Using the mobile app, when you reply, it always says Hi (your name. It's annoying. Recommendations to others considering the product Ability to sort and filter better. What business problems are you solving with the product? What benefits have you realized? It's a centralized way to document tickets and get statuses.

FreshService is extremely valuable

What do you like best? Freshservice has enabled my IT team to take control of our environment and provide great service to our customers. It provides visibility to both technicians and customers into the status of their tickets and allows us to manage our workflow. What do you dislike? We've had some issues with multiple tickets being opened for each email reply...we need to work on that to see if it's our settings or if we need to work with Freshservice to find a solution. ...

Easy to setup and manage

What do you like best? Very simple setup and quick support. They offer lots of great tutorials to get running quickly. What do you dislike? I never had any issues with the service. It was reliable and consistent. Recommendations to others considering the product Give it a try. Its free and easy to try it out. What business problems are you solving with the product? What benefits have you realized? Easy service management. Easy tools to compare team members. Quick access to KPI ...

Easy to use help desk

What do you like best? It is easy to use, the creation of assets is a big plus. The exchange of information with my technicians makes it easier to keep track of the tickets. What do you dislike? I cannot find the way to forward emails sent to my email, to the freshservice platform to become a ticket automatically (maybe I don't know who to do it, I am not 100% sure it is not available. Recommendations to others considering the product I would recommend exploring all its features ...

very easy to use

What do you like best? very easy to use and great usability and ux What do you dislike? the chat tool is terrible ... we prefer olark What business problems are you solving with the product? What benefits have you realized? track incidents

Refreshingly simple

What do you like best? The ease of use, the clear ITIL flow, the many options. The swift and friendly costumer support. What do you dislike? some integrations could be better, like the connection to SCCM or AD Recommendations to others considering the product Try it for free, it will convince you What business problems are you solving with the product? What benefits have you realized? We are changing ITSM software, where we now have no overview, no transparant reporting, no easy ...