--- title: "Freshservice Software Pricing, Alternatives & More 2026 | Capterra" description: "With the help of Capterra, learn about Freshservice Software - reviews, pricing plans, popular comparisons to other Help Desk products and more." source_url: "https://www.capterra.com/p/132997/Freshservice/" page_type: "product" language: "en" --- # Freshservice Software Review 2026: Features, Integrations, Pros & Cons Last updated on July 23, 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 Top alternative Featured Overall rating Based on 771 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 Asset Management / 2026 - IT Management / 2026 - Knowledge Base / 2026 - Managed Service Providers (MSP) / 2026 - Incident Management / 2025 - Inventory Management / 2025 - Issue Tracking / 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... Do you work for Freshservice?[Manage this product listing](https://digitalmarkets.gartner.com/get-listed/claim-bx?url=https://www.freshworks.com&name=Freshservice) ## Compare with a popular alternative Capterra selects software alternatives based on relevant features, verified user reviews and user interactions. Placement may be influenced by client status. ### Freshservice 4.5 (771) VS. [4.4 (4,087)](https://www.capterra.com/p/164283/Zendesk/reviews/) Starting Price $19 Per User, Per Month Starting Price $115 Per User, Per Month Free Trial Free Version Pricing Options Free Trial Free Version Ease Of Use 4.6 (758) Ease Of Use 4.3 (3,611) Value For Money 4.4 (679) Value For Money 4.2 (2,666) Customer Service 4.6 (711) Customer Service 4.3 (2,774) ## Freshservice alternatives [4.5 (3,465)](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 [4.4 (234)](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/reviews/) Starting price $16.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 90% of reviewers rated it above 4 stars Highest Rated [Milvus](https://www.capterra.com/p/202528/Milvus/) [4.8 (298)](https://www.capterra.com/p/202528/Milvus/reviews/) Starting price $35.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 98% of reviewers rated it above 4 stars [LiveAgent](https://www.capterra.com/p/102188/LiveAgent/) [4.7 (1,787)](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 [View all alternatives](https://www.capterra.com/p/132997/Freshservice/alternatives/) ## FAQs about Freshservice Overview ### What problems does Freshservice solve? Freshservice solves scattered support requests, manual ticket routing, poor asset visibility, and inconsistent SLA follow-up by centralizing incidents, service requests, knowledge, and device records in one workflow-driven system. IT help desks, service desk managers, facilities teams, HR, payroll, and cross-functional support teams benefit most from faster triage, clearer ownership, and easier collaboration. Answer based on 291 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 tickets, incidents, assets, and service requests efficiently. IT directors and executives use it for visibility into operations, while engineers and project managers support internal workflows, change management, and cross-team issue resolution. Answer based on 744 reviews Talk to an expert ### More questions? Ask our experts Overview ### What company size and industries is Freshservice built for? Freshservice is built for small businesses first, with 41% of reviewers, and is most common in Information Technology and Services at 18%. It is designed to scale from mid-market to enterprises, which matches its 34% midsize and 25% enterprise reviewer mix, and also appears in Computer Software and Education Management at 5% each. Answer based on 761 reviews Features and Usability ### What are the key features of Freshservice? Freshservice includes core ITSM features like ticket management, service request management, workflow automation, and SLA management. Differentiators include asset management with asset discovery and CMDB, plus a self-service portal and knowledge base. Reviewers also frequently mention reporting, customizable forms and workflows, and Active Directory integrations. Answer based on 316 reviews Pricing ### How much does it cost and what fees or limitations are included? Freshservice starts at $19/user/month for the Starter plan, with Growth at 49 and Pro at 99; a free trial is available. Reviewers often call it cost-effective with low onboarding costs, but note pricing rises for automation, asset features, or advanced tools locked to higher tiers. Answer based on 167 reviews Integrations ### Which third-party tools and platforms does Freshservice integrate with? Freshservice integrates with Slack, Microsoft Teams, Jira, Okta, TeamViewer, and Google Workspace, with reviewer mentions also citing Freshdesk and Trello. It supports over 50 integrations overall, including Box, Dropbox, GitHub, HubSpot CRM, and BambooHR, covering collaboration, identity, remote support, file storage, and CRM. Answer based on 130 reviews Getting Started and Support ### How easy is it to onboard and train a team on Freshservice? Freshservice is easy to onboard for most end users and frontline teams, with many reviewers saying they needed little or no training. Training is available in person, live online, through webinars, videos, and documentation. Admins usually need more time to learn workflows, change management, automation, and other advanced configuration features. Answer based on 28 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 generally describe support as responsive, helpful, and knowledgeable, with quick replies and solid setup guidance. Some report slower resolution for complex issues, inconsistent follow-through, and a preference for more direct conversations in certain cases. Answer based on 204 reviews Security ### How does Freshservice handle data security and access control? Freshservice uses permissions, group roles, agent security roles, SSO, SAML, SSL, sandbox testing, and secure asset data collection to control access and protect data. It also supports approvals, activity tracking, and access-management workflows. Some users report limited permission granularity, unclear role assignment, missing audit logs, and data residency or SSO limitations. Answer based on 24 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 ## 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 AI summary Based on 5,070 Help Desk reviews Capterra data shows that buyers of help desk software rank the following features as their top priorities: - **Ticket Management** (**54%** of reviewers rated this feature as critical) - **Real-Time Notifications** (**39%**) - **Service Level Agreement (SLA) Management** (**38%**) Freshservice supports all three of the features reviewers value most: **Ticket Management**, **Real-Time Notifications**, and **Service Level Agreement (SLA) Management**. Together, these capabilities help teams organize and resolve requests efficiently, stay updated on issue activity as it happens, and track response commitments more consistently, helping businesses improve service quality and meet support expectations. Ticket Management 4.7 (195) 86.15% of 195 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. Service Level Agreement (SLA) Management 4.6 (107) 90.65% of 107 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. Access Controls/Permissions 4.3 (107) 78.50% of 107 reviewers that rated this feature as important or highly important Define levels of authorization for access to specific files or systems Alerts/Escalation 4.3 (43) 69.77% of 43 reviewers that rated this feature as important or highly important System alerts about the need to escalate an issue or request Reporting/Analytics 4.2 (53) 67.92% of 53 reviewers that rated this feature as important or highly important View and track pertinent metrics to find patterns and gain insights from data Self Service Portal 4.5 (126) 84.13% of 126 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. 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 AI models, 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 (746) 4.3 Based on 746 reviews ## Pricing Value for money 4.4 (679) 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) Enterprise Custom Quote Available It includes: - Sandbox - Audit Logs Value for money 4.4 (679) 4.4 Based on 679 reviews ## Integrations [ Slack](https://www.capterra.com/p/135003/Slack/)[ Dropbox](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 (711) 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 (711) 4.6 Based on 711 reviews ## User reviews Overall rating 4.5 Based on 771 reviews Filter by rating 5(472) 4(259) 3(31) 2(7) 1(2) Mentioned topic Sorted by most recent Rakesh P. IT Analyst Telecommunications ### "Streamlined, Effective Ticket Tracking" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 4.0 4.0 Likelihood to Recommend 9/10 July 28, 2026 Pros Easy to use ITSM and ticket management tool, can track the tickets effectively and it helped to streamline ticketing process in IT team Cons The pricing is little expensive i feel for the features it offers as there are no cutting edge ai features Review source Vendor Referred - Incentive Offered: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. TP Tanay P. Software Engineer Information Services ### "Keeps the dev workflow smooth without getting in the way" 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 8/10 July 27, 2026 After relying on it daily for three years, it's become a reliable backbone for tracking bugs, managing sprints, and handling internal IT requests. Customer support has always been solid when we've needed help, and it keeps our engineering workflow moving without unnecessary friction. Pros Been using this for the last 3 years as a software engineer, and it's honestly night and day compared to the clunky legacy systems I've dealt with elsewhere. The ticket queues are clean, it doesn't take forever to onboard, and the built-in automations save our team a ton of manual overhead. Cons Reporting can be a bit rigid when you want to build deeply custom metrics, and mobile push notifications occasionally lag behind. 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. KS Khushali S. Sr. Software Engineer Information Technology and Services ### "Solid Ticket Tool" 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 July 27, 2026 I've been using this for about 3 years now after dealing with a clunky legacy system. Overall, it’s been a massive upgrade for us. Ticket management is smoother, internal communication is cleaner, and customer support has been responsive whenever we had questions during the initial rollout. Definitely worth looking into if you want to streamline IT operations without overcomplicating things. Pros As a software engineer who has relied on this tool for the last 3 years, I can say setting it up didn't take weeks like our old system. The ticket queue is super clean, and our team actually likes using it because the interface isn't cluttered. Automation for routine requests saves us hours every week. Cons Some of the deeper reporting customization options take a while to figure out. Also, mobile notifications can be a bit spotty if you're on the go. 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. HY Hemant Y. Software Engineer Information Technology and Services ### "Solid ITSM tool that made our helpdesk a lot less chaotic" 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 July 26, 2026 I started here about 7 months ago and had to switch over from a completely different legacy tool I was used to using previously. Overall, it’s been a massive upgrade. Ticket management is smoother, internal communication is cleaner, and customer support has been responsive whenever we had questions during the rollout. Definitely worth looking into if you want to streamline IT operations without overcomplicating things. Pros I only joined this company about 7 months ago, and getting up to speed on this was surprisingly fast compared to the other tool we used at my last job. The ticket queue is super clean, and the team actually likes using it because the interface isn't cluttered. Automation for routine requests saves us hours every week. Cons Some of the deeper reporting customization options take a while to figure out. Also, mobile notifications can be a bit spotty if you're on the go. 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. EG Ekta G. SEO Executive Information Services ### "A powerful, game-changing helpdesk that streamlined our entire workflow" 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 July 24, 2026 Switching over to Freshservice has been a massive upgrade for our daily IT operations. It brings everything - from asset management to customer support, into one clean, easy-to-use workspace. Our team actually enjoys using it, and the return on investment in terms of sheer efficiency has been well worth it. Pros The ticket management and automation features are absolute lifesavers. Setting up routing rules and automated workflows took very little time compared to our old system, which drastically cut down our first-response times. Cons Honestly, the initial setup and customization options can feel a bit overwhelming. There are so many modules and configurations that it took our team a couple of weeks to fully wrap our heads around everything. 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. Balanjaneya Sharma B. Software Engineer Human Resources ### "Freshservice IT Service Management Platform" 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 10/10 July 22, 2026 An easy-to-use and scalable ITSM platform that streamlines workflows, though rising costs for additional teams and advanced features can impact affordability as organizations grow Pros Having worked with multiple ITSM tools, I find Freshservice stands out for its ease of use, intuitive interface, and scalability Cons The pricing can become costly as organizations scale across additional IT teams and require more advanced capabilities Review source Vendor Referred - Incentive Offered: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. PP Priyanka P. Software Developer Information Services ### "A Solid First Year, No Complaints Worth Mentioning" 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 10/10 July 22, 2026 It's been a smooth first year overall. Nothing's fallen through the cracks, requests move at a decent pace, and I've never had to wonder where something stands - it's all right there. The customization limits are a minor sore spot, but they haven't gotten in the way of things running well day to day. A year of steady use has been enough to convince me it's a keeper. Pros One year in, and what's impressed me most is how little time I spend figuring things out versus actually getting work done. Tickets land where they should, updates come through without me having to go looking for them, and the whole flow feels intentional rather than something bolted together. Compared to the manual mess we had before, it's been a genuinely welcome change Cons Customization is where it falls a bit short for me. There are specific ways I'd like certain requests structured, and more often than not I end up adjusting to whatever the default setup allows rather than the platform adjusting to what I actually need. It's workable, just not as tailored as I'd hoped. 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. JM Jeki M. Technical Leader - Front End Information Services ### "Four Years In, Still Earns Its Keep" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 3.0 3.0 Likelihood to Recommend 8/10 July 21, 2026 Honestly, it's aged well for us. I've watched newer tools come and go with flashier dashboards, but this one has stayed consistent and predictable - which, when you're leading a team, is worth more than flash. Requests don't vanish, priorities are visible without digging, and onboarding new engineers onto the process takes maybe ten minutes. It's not perfect, and the rigid customization still bugs me from time to time, but four years in, it's earned its spot in our stack. Would still recommend it to any engineering lead who wants less firefighting and more actual building. Pros Four years is a long stretch to stick with any tool, and the reason we have is pretty simple - ticket management just doesn't get in the way. As a team lead, I'm constantly juggling bugs, access requests, environment issues, deployment blockers - all sorts of noise coming from different directions. This tool keeps that noise organized instead of chaotic. I can glance at a queue and immediately know what's blocking a release versus what can wait till next sprint. That kind of clarity matters more than people realize when you're managing a team's day-to-day flow. Cons My biggest frustration has been the customization ceiling. Front-end workflows aren't always linear - sometimes a "bug" is really a design inconsistency, sometimes it's a browser compatibility mess that needs a totally different tracking approach. The platform doesn't flex much for that kind of nuance, so we've had to bend our categorization to fit what's available rather than the other way around. After four years, I'd have expected a bit more room to shape things around how engineering teams actually think. 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. KP Kiran P. Sr. Software Engineer Information Services ### "Steady, Dependable, Just Works" 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 10/10 July 20, 2026 Been steady for us, plain and simple. No surprises, no random hiccups, tickets move where they need to go and stay tracked the whole way through. Notifications keep us in the loop, reporting gives a decent snapshot when we need one. Only real ask would be more room to customize things - outside of that, it's been a dependable part of how we run support now. Pros Gotta say, the ticket side of things just clicks. You open it up, tickets are where they're supposed to be, priorities make sense, and you're not spending half your morning untangling some mess from the day before. Switched from a system that felt like it was fighting me at every step, so this was a genuine relief. Cons If there's a downside, it's flexibility. Wanted to set a few things up our own way - certain fields, a couple workflows - and kept running into "this is just how it works" moments. Nothing that breaks the deal, but it'd be nice to bend the tool instead of the tool bending us. 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 Pankaj P. Software Engineer Information Services ### "Gets The Job Done Right" 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 9/10 July 20, 2026 No complaints that would make me look elsewhere. It runs steady, tickets get handled, SLAs stay on track, and the reporting tells me what I need without extra clicking around. Sure, I'd like more room to tweak things to fit our setup, but that's a small trade-off for a tool that just works day after day. If your team needs something dependable that doesn't require constant maintenance, this checks the box Pros Ticket management is where this thing shines. I've used tools that made you jump through five menus just to reassign something - not this. It's clean, it's fast, and tickets don't just disappear into some queue nobody checks. Our response times got noticeably better after switching, and that's not something I say lightly. Cons Customization needs work. Every team has its own way of doing things, and this platform sort of expects you to adapt to it rather than the other way around. Wanted to set up a few fields and workflows exactly how we needed them, and ended up settling for close enough more than once. 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. Popular comparisons [Zendesk Suite vs Freshservice](https://www.capterra.com/compare/132997-164283/Freshservice-vs-Zendesk)[Freshdesk vs Freshservice](https://www.capterra.com/compare/124981-132997/Freshdesk-vs-Freshservice)[Milvus vs Freshservice](https://www.capterra.com/compare/132997-202528/Freshservice-vs-Milvus)[LiveAgent vs Freshservice](https://www.capterra.com/compare/102188-132997/LiveAgent-vs-Freshservice)[JIRA Service Management vs Freshservice](https://www.capterra.com/compare/132997-227102/Freshservice-vs-JIRA-Service-Management)[Zoho Desk vs Freshservice](https://www.capterra.com/compare/132997-169505/Freshservice-vs-Zoho-Desk)[SysAid vs Freshservice](https://www.capterra.com/compare/107225-132997/SysAid-vs-Freshservice)[Supremo Remote Desktop vs Freshservice](https://www.capterra.com/compare/132997-177094/Freshservice-vs-Supremo-Remote-Desktop)[LiveChat vs Freshservice](https://www.capterra.com/compare/62194-132997/LiveChat-vs-Freshservice)[ServiceNow vs Freshservice](https://www.capterra.com/compare/132997-254088/Freshservice-vs-ServiceNow) [ManageEngine ServiceDesk Plus vs Freshservice](https://www.capterra.com/compare/132997-179501/Freshservice-vs-ManageEngine-Service-Desk-Plus)[Atera vs Freshservice](https://www.capterra.com/compare/132997-144309/Freshservice-vs-Atera)[Tidio vs Freshservice](https://www.capterra.com/compare/132997-144040/Freshservice-vs-Tidio-Chat)[SolarWinds Service Desk vs Freshservice](https://www.capterra.com/compare/129478-132997/Solarwinds-Service-Desk-vs-Freshservice)[TeamDynamix vs Freshservice](https://www.capterra.com/compare/121317-132997/TeamDynamix-vs-Freshservice)[BOSSDesk vs Freshservice](https://www.capterra.com/compare/132997-144825/Freshservice-vs-BOSS-Solutions)[Salesforce Service Cloud vs Freshservice](https://www.capterra.com/compare/132997-136189/Freshservice-vs-Salesforce)[Intercom vs Freshservice](https://www.capterra.com/compare/132997-134347/Freshservice-vs-Intercom)[NinjaOne vs Freshservice](https://www.capterra.com/compare/132997-184229/Freshservice-vs-NinjaOne)