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

Great, easy to use Product

What do you like best? Freshservice is very comprehensive from an agent perspective but also from an administrator point of view. The system can be implemented in a very short period of time, because what you get is just right and usable without extensive training or customization. The main functionality is available to support your ITIL-based processes just out of the box. One of the points i like very much is the built-in portal for the end-users. Providing a service-catalog with ...

Just work for a short time with the product

What do you like best? Just work for a short time with the product, but the experience until now is very good. Also the suportdesk is reacting very quick and not found any question they can't answer What do you dislike? At this moment I have none, but we are only in the implementation phase What business problems are you solving with the product? What benefits have you realized? The planning is to put also our hardware into frehservices and that will be a benefit we not have yet

Best Help Desk

What do you like best? 1. Excellent, intuitive user interface and usability. 2. Configurable to meet most of our workflow needs. 3. Excellent and responsive support. 4. Feature-packed 5. Fast performance 6. Custom branding What do you dislike? Instead of downloading a report or export directly, the report is emailed to me. Our current needs don't demand it, but I wish that the Solutions module supported Knowledge-Centered Support practices. What business problems ...

Great value for the cost.

What do you like best? Chose Freshservice after trying out few other competing products. Have been using it for close to an year now and no regrets at all on the decision. It has served our requirements extremely well. Few reasons for choosing and continuing to use it are : Ease of setting up and using it. Excellent support Beats every other product in price to features comparison ratio. What do you dislike? There is nothing to dislike. But would love to see features that ...

Easy to setup, easy to a administer, simply clever solution.

What do you like best? Whan I was searching robust but still simple and flexible helpdesk system, I was wondering that freshservice can be setup within 1 hour withou any request for support. And than, later on, when I wanted to improve or change anything, i can contact directly suppport, which was able to decide and solve. Perfect and fast user interface What do you dislike? Not fully translated into czech, hope will be improved soon. And from process point of view, each time you ...

Great tech support

What do you like best? The live technical support is very helpful and I can reach them anytime by calling. I had an issue with how the timer on tickets starts and the team is customizing a solution for me. What do you dislike? Need more options for graphs under reports (this might be user error on my end. O365 SSO integration not there yet, I believe it is on the roadmap Needs better authentication options for CMDB probe, that port Recommendations to others considering the ...

Flexible and robust Service Desk system backed up with great customer support

What do you like best? The system is very flexible. Practically you can do everything inside, all service desk processes could be covered. Even for some processes you have choice how to realize them. I will definitely recommend Fresh Service system, not only because it is robust Service Desk system, but also because the Customer Support is on very high level. They provide very customer oriented, fast and professional support. What do you dislike? There is nothing to dislike, just ...

Using it for over a year

What do you like best? The overall experience of using fresh service has been brilliant. The customizations and automation levels available on this tool are simply amazing. The best part about this tool is their support, they don't keep you hanging and are always on their toes to resolve your queries which makes it easier for the customer to actually manage their account. Brilliant team and a brilliant tool. What do you dislike? There has been no moment wherein their response has been ...

Simple yet powerful backed by strong support

What do you like best? 1. Support: The staff is super responsive and prompt. 2. Pricing: Competitive pricing when compared to others in the similar domain. 3. Ease of Use: The software is pretty easy to configure, customize and get started for agents as well as end users. What do you dislike? Nothing that we have come across yet. Recommendations to others considering the product We highly recommend Freshservice to any Organisation looking to implement an economical IT help ...

Excellent Service throughout our rollout

What do you like best? Very responsive and proactive service. Staff are always helpful and willing to go the extra mile. The price, considering the alternatives out in the marketplace is quiet reasonable and I was happy with the mobile layout of the iPhone and Android- everything you need as an end user is there. Software is also quiet easy to use and staff are overall happy with its intuitiveness and speed. What do you dislike? Nothing really. I was slightly tricky to set up, ...