# Freshservice Software Pricing, Alternatives & More 2026 | Capterra > With the help of Capterra, learn about Freshservice Software - reviews, pricing plans, popular comparisons to other Help Desk products and more. Source: https://www.capterra.com/p/132997/Freshservice --- # Freshservice Software Review 2026: Features, Integrations, Pros & Cons Last updated on July 2, 2026 Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Description](#description)[Use cases](#use-cases)[Alternatives](#alternatives)[FAQs](#faqs)[Users](#users)[Pros and Cons](#pros-cons)[Features](#features)[Pricing](#pricing)[Integrations](#integrations)[Support](#support)[Reviews](#reviews) Freshservice ## What is Freshservice? Freshservice transforms the traditional IT help desk into an AI-native service desk designed to orchestrate outcomes, not just process tickets. By unifying ITIL-aligned processes with embedded intelligence, Freshservice empowers teams to move from reactive firefighting to proactive support. Powered by Freddy AI, employees get instant, conversational self-service directly in Slack or Microsoft Teams, deflecting routine requests before they become tickets. For agents, AI Copilot accelerates resolution by instantly summarizing issues, suggesting responses, and providing asset context. Deliver a frictionless, consumer-grade experience that scales your service delivery without adding enterprise complexity. ## What is Freshservice used for? [Help Desk](https://www.capterra.com/help-desk-software/)[IT Ticketing Systems](https://www.capterra.com/it-ticketing-systems-software/)[IT Management](https://www.capterra.com/it-management-software/) Recognitions Shortlist Best ease of use Overall rating Based on 748 user reviews Reviews sentiment Positive 95% Neutral 4% Negative 1% Pros & cons Streamlined team collaboration features Robust workflow automation tools Restrictive and basic reporting capabilities Persistent bugs and limited customization Starting price $19 Per User, Per Month Free trial available Capterra Shortlist charts the highest-rated and most popular products... - Help Desk / 2026 - IT Management / 2026 - Managed Service Providers (MSP) / 2026 - Incident Management / 2025 - Inventory Management / 2025 - Issue Tracking / 2025 - IT Asset Management / 2025 - Knowledge Management / 2025 Our "Best of" badge program showcases products with the highest ratings... - Issue Tracking / 2026 - IT Ticketing Systems / 2026 Our "Best of" badge program showcases products with the highest ratings... ## Freshservice alternatives Highest Rated [4.7 (1,786)](https://www.capterra.com/p/102188/LiveAgent/reviews/) Starting price $15.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 97% of reviewers rated it above 4 stars [4.4 (4,082)](https://www.capterra.com/p/164283/Zendesk/reviews/) Starting price $115.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 89% of reviewers rated it above 4 stars [4.5 (3,458)](https://www.capterra.com/p/124981/Freshdesk/reviews/) Starting price $19.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 94% of reviewers rated it above 4 stars [4.5 (2,213)](https://www.capterra.com/p/169505/Zoho-Desk/reviews/) Starting price $20.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 94% of reviewers rated it above 4 stars [View all alternatives](https://www.capterra.com/p/132997/Freshservice/alternatives/) ## FAQs about Freshservice Overview ### What problems does Freshservice solve? Freshservice solves missed tickets, manual routing, scattered asset records, and poor visibility into support workloads by centralizing requests, automating triage and SLA follow-up, and linking tickets with knowledge and inventory. IT help desks, service desk managers, facilities teams, and cross-functional support groups benefit most from faster resolution and clearer ownership. Answer based on 279 reviews Overview ### Which roles and teams benefit most from Freshservice? Freshservice is most used by IT managers, system administrators, service desk teams, and technical support staff who need to manage incidents, service requests, assets, and change workflows efficiently. IT leaders and executives use it for visibility into service performance, while engineers and analysts streamline troubleshooting, ticket routing, and internal support operations. Answer based on 709 reviews Overview ### What company size and industries is Freshservice built for? Freshservice is built for small businesses first, with 41% of reviewers, and most often used in Information Technology and Services at 19%. It is designed to scale from mid-market to enterprise, with 34% midsize and 25% enterprise reviewers, and also appears in education management and computer software, each at 5%. Answer based on 726 reviews Features and Usability ### What are the key features of Freshservice? Freshservice includes core ITSM features like ticket management, workflow automation, service catalog, and self-service portal, plus differentiators such as asset management with CMDB and AI Summarization. Reviewers also frequently mention reporting, customizable forms and workflows, and team collaboration through notes, assignments, and linked knowledge base articles. Answer based on 304 reviews Pricing ### How much does it cost and what fees or limitations are included? Freshservice starts at $19/user/month for Starter, with Growth at 49 and Pro at 99. A free trial is available. Reviewers often call it affordable and low-cost to implement, but some say pricing rises quickly as teams scale and that advanced features, AI, reporting, and some modules are limited to higher tiers. Answer based on 148 reviews Integrations ### Which third-party tools and platforms does Freshservice integrate with? Freshservice integrates with over 50 tools, including Freshdesk, Jira, Slack, Microsoft Teams, Okta, and TeamViewer. Reviewer mentions also confirm connections with Google Workspace and Trello. Catalog integrations extend coverage to Box, DocuSign, GitHub, HubSpot CRM, and Dynamics 365 across collaboration, identity, and business workflows. Answer based on 128 reviews Getting Started and Support ### How easy is it to onboard and train a team on Freshservice? Freshservice is generally quick for end users and IT staff to adopt, with many reviewers describing the interface as beginner friendly and usable with minimal training. Training is available through in-person sessions, live online sessions, webinars, videos, and documentation. Admins typically need more time to learn workflows, setup, and advanced features. Answer based on 25 reviews Getting Started and Support ### What customer support options does Freshservice offer, and how do users rate the experience? Freshservice offers email/help desk, FAQ/forum, a knowledge base, phone support, 24/7 live rep, and chat. Users often describe support as helpful, responsive, and knowledgeable, with regular updates and quick replies. Some report slower handling for complex issues, inconsistent follow-through, and a preference for faster resolution in certain cases. Answer based on 177 reviews Security ### How does Freshservice handle data security and access control? Freshservice uses permissions, group and agent security roles, SSO via SAML or Microsoft, SSL-secured custom portals, sandbox testing, and asset discovery and scanning to protect access and data. Reviewers also note limits, including less-granular permissions, unclear role assignment, missing audit logs, restricted data residency options, and some SSO constraints. Answer based on 23 reviews ## Who uses Freshservice? Based on Capterra reviews from the past year Talk to a software expert to get a free software list tailored to your business needs Company size Based on 150 reviews 100% 75% 50% 25% Smallbusiness Midsizebusinesses Enterprise Top job functions Based on 150 reviews IT & Software Development 62% IT & Software Development 62% Administrative 13% Engineering 6% Consulting 4% Others 15% Top industries Based on 150 reviews Information Technology and Services 30% Computer Software 19% Information Services 19% Health, Wellness and Fitness 18% Other 14% ## Pros and Cons Streamlined team collaboration features 96% positive reviews out of 89 Most reviewers find team collaboration tools enhance communication, organization, and efficiency across support operations. Deste F. IT HelpDesk, 1,001 - 5,000 employees. "Overall, Freshservice is a reliable and efficient ITSM platform that streamlines service desk operations and improves team collaboration." Restrictive and basic reporting capabilities 47% negative reviews out of 77 Some reviewers find reporting lacks flexibility, advanced customization, and is difficult to tailor for specific data needs. Deep K. Marketing Manager, 201 - 500 employees. "Advanced customization is less flexible than expected; tailoring reports to non-standard data points often requires workarounds." Robust workflow automation tools 96% positive reviews out of 54 Most reviewers describe automation as highly effective for reducing manual work and streamlining IT processes. Mohammed A. Operation Executive, 51 - 200 employees. "Powerful workflow automation that reduces manual work" Persistent bugs and limited customization 66% negative reviews out of 71 Most reviewers report recurring bugs, inflexible default fields, and frustrating limitations in customization and form editing. seun O. Snr System Analyst & Integrator , 51 - 200 employees. "the inability to register certificates and certain operational activity" Effortless and intuitive setup process 97% positive reviews out of 36 Most reviewers indicate setup is straightforward, quick, and requires minimal technical expertise or training. Akshay D. Devops Engineer, 51 - 200 employees. "My overall experience with Freshservice is positive, especially in terms of usability, setup speed, and day-to-day IT support operations." ## Features Features with the highest number of reviews are displayed first. Those that have no reviews appear next, sorted alphabetically. Ticket Management 4.7 (183) 85.25% of 183 reviewers that rated this feature as important or highly important It gives you a central place to log, assign, and resolve tickets, with automation and customizable workflows. Users think the system is easy to use, supports prioritization, and offers strong reporting, though some mention occasional confusion with the interface and metadata management. Self Service Portal 4.5 (119) 84.87% of 119 reviewers that rated this feature as important or highly important Freshservice offers a self-service portal that empowers users to resolve issues independently and submit requests easily. Reviewers appreciate its intuitive design, customization options, and integrated knowledge base, noting it reduces ticket volume and improves user satisfaction. Support Ticket Management 4.7 (101) 85.15% of 101 reviewers that rated this feature as important or highly important With this capability, you can efficiently capture, assign, and track support requests from start to finish. Reviewers appreciate the organized workflow, customizable forms, and integrations for notifications, though some feel adapting processes to fit the system can be limiting. Service Level Agreement (SLA) Management 4.6 (91) 89.01% of 91 reviewers that rated this feature as important or highly important This aspect helps you set and track response and resolution times based on ticket priority. Reviewers indicate SLA management improves accountability, timely handling, and compliance, with clear policies and automation making it easier to meet organizational standards. Alerts/Notifications 4.3 (84) 64.29% of 84 reviewers that rated this feature as important or highly important You receive timely alerts and notifications about ticket updates, SLA breaches, and urgent issues. Some reviewers find these integrations with platforms like Teams and email helpful for staying informed, though others mention notification overload and unclear alerts when using multiple Freshworks products. Access Controls/Permissions 4.3 (101) 77.23% of 101 reviewers that rated this feature as important or highly important Define levels of authorization for access to specific files or systems Freshservice 187 features Define levels of authorization for access to specific files or systems Integrates with Active Directory Dashboard to view the status of ongoing processes, identify current incidents and track past activities Track and document all activities across devices, networks, and other systems A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users Uses AI to condense large amounts of text, audio, or video data into a coherent form System alerts about the need to escalate an issue or request You receive timely alerts and notifications about ticket updates, SLA breaches, and urgent issues. Some reviewers find these integrations with platforms like Teams and email helpful for staying informed, though others mention notification overload and unclear alerts when using multiple Freshworks products. Tools for the systematic analysis of various types of data or statistics Application programming interface that allows for integration with other systems/databases Manage the process of evaluating documents or requests submitted for approval Route documents and other data through one or more stakeholders for review and approval Manage assets throughout their lifecycle to optimize profit Monitor the usage of assets, such as equipment, tools, software, etc., throughout their lifecycle Assign issues and tasks based on availability or required skills Plan, schedule, and execute organization's accounts and assets to ensure compliance with policies and laws A record of all activities within the system, including user access, changes made, etc. Automatically identify systems to be monitored Automatic reply functionality for incoming messages Tickets are automatically assigned to specific agents based on predefined rules Scan barcodes to ensure accurate pricing and label tracking Create, manage, and send invoices or bills to customers Track actual spending to ensure it's in line with the planned budget Writing code or scripts to automate repetitive tasks, streamline processes, and increase efficiency within an IT environment Predicts the consequences of disruption to a business function. An agreement between a business and an external supplier for the delivery of a set of products or services Track and manage schedules and meetings via an integrated calendar Shortcuts for inputting frequently used messages Work on a set of tasks related to a particular charge, patient, legal issue or any other complex entity or process Create and manage digital catalog of products/services with their details, specifications, and price Track and monitor efficient handling of all changes/transitions Planning training and tasks to facilitate the transition to new technology, process, or workflow. Track changes in laws and regulations and compare previous legislation to current legislation Communicate using direct chat or messages within the system AI-based platform which conducts a conversation via auditory or textual methods Private online space that lets businesses securely share documents and provide information access to clients Configuration Management Database Provides a channel for team members to share media files, communicate, and work together Leave comments and notes on documents for others to view Track the current status and completion of activities, tasks, goals or deliverables via progress indicators Track and manage adherence to policies for any service, product, process, or supplier Track and report regulatory data to either internal management or external stakeholders Configure existing workflows to meet your organization's needs Identify component attributes like servers, hardware, software, and manage relationships across all services Handles digital content throughout its lifecycle, from creation and storage to distribution and archiving Create, edit, and revise contracts/written agreements Track, store, and access client contracts or licenses Investigate and take action at root cause or error in processes to prevent recurring issues Process to track, record, and analyze expenses that occurred over the entire duration of a given project Built-in customer relationship management (CRM) capabilities or integration with a third-party CRM system Track customer complaints from initiation through resolution Add customized logos and colors to align with company branding Customize data fields to support various needs and use cases Customize contracts and forms to collect specific information Alter the layout and content of reports Pre-designed layouts that can be customized to match preferences and requirements Assembly of graphs and charts for visualizing and tracking statistics/metrics Import and export data to and from software applications Graphical representation of data Automatically scan the network for devices and take pre-defined actions upon discovery Plan and implement business continuity measures in case of unforeseen events Automated or logic-based workflows that assist in the creation of electronic documents Store, manage, and track all electronic documents in a centralized location Store and organize documents in a centralized system Manage product specific documents in a categorized order Assemble applications and processes by dragging over and arranging pre-built components Editing tool that allows users to drag and drop images, icons, widgets, or other components Digitally sign online documents Receive and/or send email notifications for urgent updates, requests, or other information Manage, store and organize emails within the system or via third-party apps Pre-made examples and templates for emails Process of familiarizing new employees with the company, their position, and responsibilities A chronological record of actions or occurrences within a network, software, or process Collecting, analyzing, and utilizing feedback from users or customers to improve a product or service Public or private sharing of digital files such as documents, audio/video, images, and more Supports project management for IT professionals & teams Form predictions based on past and present data/trends Store, manage and track all forms in a centralized location Search for specific words or phrases within a document or database Managing service requests, incidents, IT issues & support with a ticketing system Automates core HR functions such as talent management, employee evaluation and learning management Manage and track all disruptions and incidents Report and update incidents related to health or workplace injuries that occur on a job or en route to a job site Checklist to confirm the incident and response. Cross-checking financial records with physical inventory counts and records Track and manage inventory levels to maintain proper supply Maintain and control the stock level of inventory Track and monitor inventory items, such as raw materials, unfinished goods, and ready-to-sell items Oversee people and resources to carry out an investigation Inspecting the issue resolution process for compliance with related systems and regulatory guidelines Identify and respond to unexpected problems or failures (ie. "negative events") Schedule and assign issue completion dates and/or times Record and follow the progress of every issue Managing inventories and tracking changes to hardware and software configurations Monitor the movement of one or more IT assets throughout the organization Manage incidents related to outages or breaches in functionality of IT systems Tracking KPIs over a certain period to assess helpdesk issues, ticket status & resolution, costs and revenue stats, assets usage & more Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support A repository of previously used/received RFP questions with responses Gather, organize, share, and analyze knowledge in terms of resources, documents, and people skills Manage license files and packages purchased in a centralized repository Track and organize the number of licenses available to the organization Maintains a history of customer licenses Ability to chat online in real time Manage, maintain and track the performance of assets and equipment Schedule predetermined or ad hoc maintenance services and labor requests Access software remotely via mobile devices Notifications via mobile devices Access the system via a mobile application Observe and track the demand, usage, progress or quality of a system, product, or user Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. Manage inventory, communication, marketing, orders & more across warehouses, stores and online channels Manage and support multiple languages Manage and support multiple locations Allow multiple users with individual logins and varying permissions to use the same account, software, portal, or service Track and organize on-call shifts Process of familiarizing new clients, stakeholders or employees with the company, a new location, or a service Manage and track customer orders for goods, investments, or any other purchases Generate and store passwords in an encrypted database and assist in retrieving lost or forgotten passwords Install software updates and bug fixes remotely Level of completion within a task A set of indicators that tracks the performance of networks, applications, systems, teams, etc. Monitoring and measurement of relevant metrics to assess the performance of IT resources Create, manage, and track policies and procedures within an organization Pre-defined templates within a library for common cases such as contracts, websites, emails, and more Arrange tasks based on the level of priority or urgency Identify and solve underlying cause of incident(s), and prevent future incidents from occurring Organize and manage all processes/procedures involved in purchasing goods and/or services Ability to link barcodes or serial numbers with specific items for identification Plan and coordinate all the resources, costs and time needed to execute assignments Monitor the progress of projects from start to finish Create, send, and track purchase orders and their statuses Engage in direct, instant messaging with customers, users, etc. Receive data and information in real time Active monitoring of systems, applications, or networks Notifications that are delivered to users as soon as an event occurs Receive system updates as soon as any changes are made Set an issue to repeat Creating relationships between different IT assets to define their status and dependencies in a network Planning, scheduling, and overseeing the release of software or system changes into a live or production environment Access work applications remotely, for when working away from the office and/or traveling Remotely monitor and manage client networks, endpoints, systems, and devices via locally installed applications Deploy updates or install new software remotely Manage and track the renewal process for various services, subscriptions, contracts, or licenses Collection, analysis, and representation of numerical data and generation of reports to understand various patterns View and track pertinent metrics to find patterns and gain insights from data Enables creation, management, and tracking of product requirements & features during product production/development Review, approve and cancel requests for goods/services to be purchased Process of planning, scheduling and executing the optimal and effective use of human capital across projects Analyze potential risks across the organization Initiate collection and analysis of known risks Set & manage permission levels based on user roles and restrict access to only authorized individuals Plan daily routes to optimize employee scheduling and provide directions Automates and streamlines business processes by creating a sequence of predefined rules and actions that govern the flow of work Set a time to generate routine reports automatically Plan availability and assign specific time slots for tasks and resources Search and/or filter for items using names, keywords, descriptions, tags, metadata, etc. Search and filter data across systems to locate required information by entering keywords or certain criteria Securely stores data to prevent data loss or breaches Includes firewalls, intrusion detection, and network-based antivirus programs to provide security against online threats Freshservice offers a self-service portal that empowers users to resolve issues independently and submit requests easily. Reviewers appreciate its intuitive design, customization options, and integrated knowledge base, noting it reduces ticket volume and improves user satisfaction. An agreement between a buyer and a seller for the sale and delivery of goods or services Database containing accurate and up-to-date information on all operational services This aspect helps you set and track response and resolution times based on ticket priority. Reviewers indicate SLA management improves accountability, timely handling, and compliance, with clear policies and automation making it easier to meet organizational standards. Assign, track and manage customers' service requests such as service enquiry, feedback/complaints and more Allow users to access multiple services after entering their login credentials once Security protocol that ensures secure, encrypted communication over the internet, safeguarding sensitive data from unauthorized access Track the status over time for a request, process, asset, or transaction Manage all supplier data and operations With this capability, you can efficiently capture, assign, and track support requests from start to finish. Reviewers appreciate the organized workflow, customizable forms, and integrations for notifications, though some feel adapting processes to fit the system can be limiting. Track the status of support tickets/escalations as they move through the service queue Create and administer polls and surveys Gauge satisfaction and receive information for improvement and success Attach digital tags to documents and assets for identification, search, or monitoring purposes Create, manage and track all task activities and progression Track the status and progress of tasks Allow multiple team members to edit and work on the same document Sample files or documents that could be customized as needed or used as is Checking for errors to prevent quality issues and maintain the integrity of the product/service as per set standards Set up connections to third-party platforms to improve business processes It gives you a central place to log, assign, and resolve tickets, with automation and customizable workflows. Users think the system is easy to use, supports prioritization, and offers strong reporting, though some mention occasional confusion with the interface and metadata management. Take actions to troubleshoot issues for networks, devices, etc. Track and interpret metrics on the usage of company resources Set-up notifications and alerts for web browsers and apps. An extended application or connector that enables users to perform additional services with their current set of tools Streamlining repetitive tasks and activities through automated and predefined workflows Create, design and manage workflows for repetitive tasks Get Advice We can help you find the software with the features you need. Features 4.3 (723) 4.3 Based on 723 reviews ## Pricing Value for money 4.4 (656) Free Trial [View pricing plan details](https://www.capterra.com/p/132997/Freshservice/pricing/) Starter $19.00 Per User,Per Month It includes: - Omnichannel support - Incident Management - 1000 Orchestration Transactions/Mo./Account - Analytics Starter - Custom SSL - Knowledge Base - Marketplace Apps - Mobile Apps - Multiple Portal Languages - Orchestration - Self Service Portal - Workflow Automator - Access Controls - Workspaces Growth $49.00 Per User,Per Month It includes: - 2000 Orchestration Transactions/Mo./Account - Approval Workflows - Asset Management - 100 Free Assets - Business Hours - Business Rules - Employee Onboarding - MSP Mode - Portal Customization - Purchase Order Management - Service Catalog - Multiple SLAs - Cloud Management - On-call Management Pro $99.00 Per User,Per Month It includes: - Incident Management - Problem Management - Change Management - Knowledge Base - Service Catalog - Support portal - Omnichannel - Multiple SLAs - Project Management - Release Management - Workflow Automator - 5000 Orchestration Transactions/Mo./Account - Access Controls Pro - IP Range Restrictions - Analytics Pro - Team Dashboards - Contract Management - Software License Management - Alert Management - Service Health Monitoring - SaaS Management (add-on) Value for money 4.4 (656) 4.4 Based on 656 reviews ## Integrations [ Slack](https://www.capterra.com/p/135003/Slack/)[ Dropbox Business](https://www.capterra.com/p/143068/Dropbox-Business/)[ Salesforce Sales Cloud](https://www.capterra.com/p/61368/Salesforce/)[ Jira](https://www.capterra.com/p/19319/JIRA/)[ Microsoft 365](https://www.capterra.com/p/227157/Microsoft-365/)[ TeamViewer ONE](https://www.capterra.com/p/194565/TeamViewer/)[ Microsoft Teams](https://www.capterra.com/p/168668/Microsoft-Teams/)[ SurveyMonkey](https://www.capterra.com/p/253516/SurveyMonkey/) Connect with a Capterra advisor for a free 15-minute consultation Get a personalized software list aligned to your business needs with guidance from our expert advisors. Our team has helped 1 million+ businesses like yours find options that fit their needs. ## Support, customer service and training options Customer Service 4.6 (688) Support - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat Training - In Person - Live Online - Webinars - Documentation - Videos Deployment - Web - Android - iPhone/iPad Typical users - Freelancers - Small businesses - Mid size businesses - Enterprises Customer Service 4.6 (688) 4.6 Based on 688 reviews ## User reviews Overall rating 4.5 Based on 748 reviews Filter by rating 5(453) 4(255) 3(31) 2(7) 1(2) Mentioned topic Sorted by most recent PH Prasad H. Data Engineer Computer Software ### "Change management became much more organized across our IT team" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 4.0 4.0 Customer Service 4.0 4.0 Likelihood to Recommend 8/10 July 2, 2026 Pros As our infrastructure grew, keeping track of planned changes became increasingly difficult. Freshservice helped us standardize approvals, document implementation plans, and maintain proper records for every change. Having everything linked to related incidents and assets gave us much better visibility and reduced the chances of unexpected disruptions. Cons The overall process is well structured, but configuring change workflows to match our internal approval hierarchy took more effort than expected. Greater flexibility during setup would make adoption easier for organizations with unique governance processes. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. AM Ajay M. Technical Architect Information Services ### "Solid ITSM tool, automation makes a real difference" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 4.0 4.0 Customer Service 4.0 4.0 Likelihood to Recommend 7/10 July 2, 2026 Been using Freshservice for our IT team and honestly it's made day to day support so much easier. Ticket management is solid, everything stays organized and resolution times have gone down since we started using it. The automation is probably my favorite part, ticket routing and escalations just happen on their own now instead of someone manually assigning stuff. Asset tracking is also handy, having hardware and software info right next to the tickets saves a lot of back and forth during audits. Not everything's perfect though. Reporting could be more flexible, we usually export stuff to Excel to build the reports we actually need. Mobile app is a bit clunky too when you're trying to update something quickly on the go. Pricing goes up once you add the automation and asset features, so worth keeping in mind if you're a smaller team. Still, it's the tool we rely on daily and I'd recommend it if you want your support process to feel less chaotic. Pros We've been using Freshservice for almost 2 years now across our IT support team, and honestly it's become one of those tools we don't even think twice about anymore, it just works. The ticket management system is probably my favorite part; everything is organized in a way that actually makes sense, and our resolution times have noticeably improved since we moved to it. What I really appreciate is how easy it was to get the team onboarded, we didn't need a ton of training, most people picked it up within a few days. The workflow automation has honestly saved us so much manual work. We've set up automated ticket routing and escalation rules that used to take someone sitting there manually assigning tickets, and now it just happens. Asset management is another strong point for us, being able to track hardware/software assets alongside tickets in one place instead of juggling separate spreadsheets has made audits way less painful. Customer support from Freshservice's side has also been solid whenever we've run into issues, responsive and they actually solve the problem instead of just sending generic articles. Cons If I'm being honest, the reporting/analytics dashboard could use more customization, we sometimes have to export data and build our own reports in Excel to get the exact view we need for management. Also, the mobile app feels a bit clunky compared to the desktop version, especially when trying to update tickets on the go. Pricing tiers can also get expensive once you start needing the more advanced automation and asset management features, so smaller teams might feel that jump. Overall though, none of these are dealbreakers, after 2 years, it's still our go-to tool and I'd recommend it to any team looking to get their IT service management organized. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. CJ Chandan J. Product Designer Design ### "Excellent Collaboration Tool" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 4.0 4.0 Customer Service 5.0 5.0 Likelihood to Recommend 8/10 July 1, 2026 Pros Very effective for collaboration across teams and departments. Very intuitive and has the best value for money. I felt it was very easy to adapt to my existing workflow Cons The platform excels in core ITSM but may feel limiting for organisations with more complex process requirements. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. AM Abhishek M. Financial analyst Financial Services ### "Easy enough for employees to use without constant IT guidance" 4.0 Overall Rating 4.0 4.0 Ease of Use 5.0 5.0 Features 4.0 4.0 Customer Service 4.0 4.0 Likelihood to Recommend 10/10 July 1, 2026 Pros Employee adoption was smoother than expected because submitting requests through the self-service portal felt simple and organized. Users could easily raise incidents, track progress, and find answers through the knowledge base, which reduced unnecessary follow-up emails to the IT team. Cons While the portal is user-friendly, improving search relevance within the knowledge base would help employees locate solutions more quickly before creating new tickets. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. MJ Mitali J. Specialist programmer Computer Software ### "The reporting helped us improve service quality instead of just tracking tickets" 4.0 Overall Rating 4.0 4.0 Ease of Use 3.0 3.0 Features 5.0 5.0 Customer Service 4.0 4.0 Likelihood to Recommend 10/10 June 29, 2026 Pros The dashboards gave managers meaningful visibility into response times, SLA compliance, recurring incidents, and team workload. Instead of relying on assumptions, we were able to identify problem areas and make decisions based on actual service desk performance. Cons Although the standard reports are useful, creating highly customized dashboards or combining multiple datasets isn’t always as straightforward as we’d like. More flexibility would reduce the need for external reporting tools. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. SM Shruti M. Finance Associate Electrical/Electronic Manufacturing ### "The reporting helped us improve service quality instead of just tracking tickets" 4.0 Overall Rating 4.0 4.0 Ease of Use 4.0 4.0 Features 4.0 4.0 Customer Service 5.0 5.0 Likelihood to Recommend 9/10 June 29, 2026 Pros The dashboards gave managers meaningful visibility into response times, SLA compliance, recurring incidents, and team workload. Instead of relying on assumptions, we were able to identify problem areas and make decisions based on actual service desk performance. Cons Although the standard reports are useful, creating highly customized dashboards or combining multiple datasets isn’t always as straightforward as we’d like. More flexibility would reduce the need for external reporting tools. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. SB Sakshi B. Senior analyst Computer Software ### "Asset management became much easier to maintain in one place" 4.0 Overall Rating 4.0 4.0 Ease of Use 4.0 4.0 Features 5.0 5.0 Customer Service 4.0 4.0 Likelihood to Recommend 9/10 June 29, 2026 Pros One of the biggest advantages for us was having IT assets linked directly to support activities. Tracking laptops, software, and other equipment alongside incidents helped our team understand recurring issues and maintain accurate inventory records without relying on multiple spreadsheets. Cons The asset management capabilities cover most operational needs, but organizations with highly detailed asset lifecycle requirements may find themselves wanting more flexibility in customization and reporting. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. UD Utkarsha D. Computer Engineer Computer Software ### "Automation noticeably reduced repetitive work for our service desk" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 9/10 June 29, 2026 Pros Routine tasks like ticket assignment, approval requests, reminders, and SLA escalations became almost completely automated. Instead of manually tracking every request, our team could rely on predefined workflows, allowing them to focus on resolving incidents rather than managing administrative work. Cons The automation engine is powerful, but building workflows for more complex business scenarios isn’t always intuitive. Some advanced conditions require experimentation before they behave exactly as intended. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. PP Prasad P. Team leader in manual testing Information Technology and Services ### "Finally gave our IT team a structured way to manage every request" 4.0 Overall Rating 4.0 4.0 Ease of Use 4.0 4.0 Features 4.0 4.0 Customer Service 4.0 4.0 Likelihood to Recommend 10/10 June 29, 2026 Pros Before implementing Freshservice, employees reported issues through emails, phone calls, and chat messages, making it difficult to track ownership. The platform brought everything into a centralized ticketing system, making requests easier to prioritize, assign, and resolve. It introduced consistency into our IT operations and improved accountability across the team. Cons While everyday ticket handling is straightforward, designing request forms and service catalogs that match internal processes requires careful planning. The initial setup can take longer than expected if your organization has multiple departments. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. SN Suresh N. Government Consultant Airlines/Aviation ### "Freshservice review by Suresh " 4.0 Overall Rating 4.0 4.0 Ease of Use 4.0 4.0 Features 4.0 4.0 Customer Service 0.0 0.0 Likelihood to Recommend 8/10 June 29, 2026 Pros Clean and intuitive interface for day-to-day operations, good value for money as the features are very vast and reliable Cons Advanced reporting and analytics are less intuitive than expected and the ai in use for the platform is very less and can be outdated in future. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. [View all Reviews](https://www.capterra.com/p/132997/Freshservice/reviews/) ## Top-rated software of 2026 ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox. 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