Freshservice Reviews

User Rating

4.7/5 (Based on 1,437 Ratings)

Rating Distribution

Excellent
77.1%
Very Good
19.1%
Average
1.8%
Poor
0.8%
Terrible
1.1%

User Sentiments

Intuitive User Interface, Extensive Features, Powerful Automation, Excellent Customer Support

Inconsistent User Interface, Limited Asset Management, Poor Reporting, Mobile App Limitations

Do You Use Freshservice?

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Review Summary

From the reviews, users appreciate Freshservice's user-friendly interface and its comprehensive features, which include incident management, asset management, and customer self-service. Freshservice is also praised for its strong customer support and the dedication of its team in accommodating user requests and addressing issues promptly. Additionally, it integrates easily with other applications, enhancing workflow efficiency. However, some users have expressed concerns about its occasional glitches and the need for improvement in reporting and analytics capabilities. Overall, Freshservice is a reliable and robust ITSM solution that caters to the needs of various businesses, making it a popular choice among users.

Pros

Easy to use and intuitive interface.
Comprehensive set of features and integrations.
Good customer support.
Affordable pricing plans.

Cons

Limited customization options.
Can be slow at times.
Occasional bugs and glitches.
May not be suitable for very large enterprises.

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Reviews

Madhav D

June 12, 2026 Source: G2.com

Simple, Easy-to-Use Interface with Helpful Details and Filters

What do you like best about Freshservice?

I have worked from last 2 month and have great experience. best thing I like is that its interface is simple and easy to use with all the details and filter.

What do you dislike about Freshservice?

It is refreshing on switching tab, so number written on search bar it disapper and need to rewrite again.

What problems is Freshservice solving and how is that benefiting you?

Main problem is for loging issue and ticket details and all the like requester, priority and related things and main things is commet related to the ticket is visisble to all but fresh service allow as to select private and pubile comment

Verified User in Information Technology and Services

May 18, 2026 Source: G2.com

Free Help Desk Setup with Clear, Helpful Documentation

What do you like best about Freshservice?

Its free service is good enough to get started with a professional help desk setup. The documented guidelines are clear and make my work easier.

What do you dislike about Freshservice?

I think they should include some premium features in the lower-tier plans, and even offer a few of them in the free version. That way, users can get more familiar with Freshservices, and overall adoption would increase significantly.

What problems is Freshservice solving and how is that benefiting you?

Tickets amd knowledgebase.

Derek W

May 18, 2026 Source: G2.com

Works great! Love

What do you like best about Freshservice?

Super helpful services. Integrates well with our existing systems

What do you dislike about Freshservice?

Getting started took a bit, but they were helpful in getting it onboarded.

What problems is Freshservice solving and how is that benefiting you?

We're using it for helpdesk management and love it. Great integration and customer facing.

Ricardo B

May 15, 2026 Source: G2.com

Imprescindível para Gerenciamento de TI com Integrações Fortes

Thiago M

May 14, 2026 Source: G2.com

Automação e Customização Poderosas, Foco em Eficiência Operacional

Lucas R

May 13, 2026 Source: G2.com

Transformou Nosso Gerenciamento com Integração e Flexibilidade

What do you like best about Freshservice?

Currently, we are using Freshservice for comprehensive management of our environment, which includes business areas such as HR and Marketing. The main advantage is that now we can centralize information that was previously segregated across various portals. I really like the ease of integrating other tools into it and the flexibility it offers. Additionally, Freshservice helps us automate tasks that were previously manual, such as the automatic creation of users. We also managed to integrate it with SCCM for automatic software installation via PowerShell orchestration. The initial implementation was quite easy, done by a partner vendor.

What do you dislike about Freshservice?

The ticket routing that currently cannot be configured within the catalog, which forces us to create it via flow automation. Within the catalog item, there should be a field for me to define the group that the ticket will open in that catalog.

What problems is Freshservice solving and how is that benefiting you?

Freshservice solves our problem of centralizing information. Now, everything is in the service center. With it, we automate previously manual tasks, such as the automatic creation of users.

Verified User in Newspapers

May 12, 2026 Source: G2.com

Less friction, better context, faster resolutions

What do you like best about Freshservice?

What I appreciate most about Freshservice is how little friction it puts between me and the work. The agent interface is clean and intuitive, search returns what I'm actually looking for, and integrated asset management gives me real context on every ticket. Workflows, approvals, and the service catalog are easy to build and maintain, and reporting answers my questions out of the box without forcing me to fight the query builder.

What do you dislike about Freshservice?

My biggest frustration with Freshservice is around integrations and sync behavior with external systems. The Jamf connector, for example, is additive-only and doesn't propagate deletions, so stale records accumulate and require periodic manual cleanup to keep inventory accurate. Beyond that, some of the deeper customization and reporting capabilities feel constrained at this tier, occasionally forcing workarounds rather than clean solutions.

What problems is Freshservice solving and how is that benefiting you?

Freshservice has consolidated our ticketing, asset management, and service catalog into one platform, which has eliminated a lot of the context-switching and manual reconciliation we used to deal with. Tickets now carry the full picture of the requester and their hardware, which speeds up troubleshooting and reduces back-and-forth. Workflow automation handles routine approvals and routing that used to require manual triage, freeing up agent time for higher-value work. The cleaner agent experience and usable reporting have also made it easier to measure where we're spending time and where we can improve, so the benefit isn't just faster resolutions but better visibility into the service we're delivering.

Verified User in Information Technology and Services

May 7, 2026 Source: G2.com

Freshservice Streamlined Support with Automation and Easy Office 365 Integration

What do you like best about Freshservice?

Freshservice has improved our resolution times and helped us handle urgent requests more effectively. It’s been amazing to see how much of our workflow we’ve been able to automate, and it has made our day-to-day support process smoother overall. Eeasy to intergrate with our tenant in office 365. It made onboarding users fast and painless across our teams. Easy navigation and cost was perfect!

What do you dislike about Freshservice?

The projects and analytics features are a bit cumbersome to use.

What problems is Freshservice solving and how is that benefiting you?

Help us resolve our IT support issues.

Richard Z

May 6, 2026 Source: G2.com

Centralização e Automação que Aumentam a Produtividade

Verified User in Marketing and Advertising

May 6, 2026 Source: G2.com

Easy-to-Navigate UI with Helpful, Non-Intrusive AI Automation

What do you like best about Freshservice?

The UI is easy to navigate, and the settings options are clear and straightforward. The AI automated features aren’t too intrusive, but they’re still genuinely helpful when you need them.

What do you dislike about Freshservice?

Occassionaly, there have been issues using 3rd party apps and integrations where those apps need updates or reconfiguration, but there is no clear notification for this.

What problems is Freshservice solving and how is that benefiting you?

It helps with day-to-day issue management and asset management.

Freshservice Reviews

User Rating

Rating Distribution

User Sentiments

Do You Use Freshservice?

Review Summary

Pros

Cons

Madhav D

Verified User in Information Technology and Services

Derek W

Ricardo B

Thiago M

Lucas R

Verified User in Newspapers

Verified User in Information Technology and Services

Richard Z

Verified User in Marketing and Advertising

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