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> Reviews of Freshservice. Learn how real users rate this software's ease-of-use, functionality, overall quality and customer support. Talk to our advisors to see if Freshservice is a good fit for you!

Source: https://www.softwareadvice.com/help-desk/freshservice-profile/reviews

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Freshservice Reviews

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[Overview](https://www.softwareadvice.com/help-desk/freshservice-profile/)

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# Freshservice Reviews

## Reviews Summary

## Overall Rating

4.5

* * *

## Ratings Breakdown

5

(449)

4

(244)

3

(31)

2

(7)

1

(2)

## Secondary Ratings

Ease-of-use

4.6

Customer Support

4.6

Value for money

4.4

Functionality

4.3

* * *

### Pros

"The reporting and workflow customization options helped improve response times and overall service quality, while the cloud-based setup made deployment and management simple."

"It provides a solid IT service management platform that helps streamline ticket handling, automate repetitive tasks, and improve service delivery. While there are some limitations in customization and integrations, it is still a reliable and efficient tool for managing IT support and service requests."

"The most impressive aspect of Freshservice is its ability to combine enterprise-grade IT service management with simplicity—offering automation, AI-powered assistance, and a clean interface that reduces complexity while improving efficiency."

### Cons

"The least appealing aspect of Freshservice is that many of its advanced AI-powered features (like Freddy AI automation) are locked behind higher-tier enterprise plans, making them inaccessible to smaller organizations."

"The main drawbacks are the cost of premium features, limited flexibility in some reporting options, and the learning curve associated with advanced workflow customization."

"I miss certain features in the product, like ability to remove default status fields, and the ability to change the lay-out further than the default."

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Freshservice Reviews, Pros and Cons - 2026 Software Advice