# Page 11 | Freshservice Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 11 - Is Freshservice the right Help Desk solution for you? Explore 692 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/132997/Freshservice/reviews --- Freshservice 4.5 (692) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated May 4th, 2026 # Page 11 - Reviews of Freshservice ## Showing most helpful reviews Showing 251-275 of 692 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use FP Francis P. Cybersecurity Incident Response Manager Information Technology and Services Used the software for: 6-12 months ### "Freshservice Review" May 20, 2021 5.0 Freshservices is a big help for me and my team to track incidents. Pros It is easy to use the software, it helps me everyday tracking tickets. Cons I can't measure some phases of tickets life cycle Alternatives considered [ServiceNow](https://www.capterra.com/p/254088/ServiceNow/) Reason for choosing Freshservice Because Freshservice has all that I need in low costs Review Source AE Andreas E. Bereichsleiter IT Human Resources Used the software for: 1-2 years ### "I like the Produkt" August 8, 2023 5.0 Pros It is easy to use and i like the workflow automator Cons Only indian support not able to understand them good Alternatives considered [JIRA Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/) Switched from [Track-It!](https://www.capterra.com/p/67028/Track-It/) Because Track It do not support multible E-Mail accounts and no html mails Review Source KJ Karina J. IT Director Information Technology and Services Used the software for: 2+ years ### "Offers a lot of features" February 9, 2021 4.0 It meets our expectations for managing tickets. We have experienced some bugs and they get resolved quickly. Pros We use it for tickets and issue resolution mostly. The software offers contract management, project management, asset management and other features at a very basic state. Cons We tried asset management for a while and it felt extremely short so we had to switch to a different product. Project management we did not even try because it is extremely basic. Maybe they should stick with the core of their product which is tickets and issue resolution. Switched from [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/) Looking for additional features Review Source YB Yasceine B. Quality Manager Computer Networking Used the software for: 1-2 years ### "Freshservice HelpDesk Overview" April 24, 2024 4.0 It is a friendly-use module, easy to manage. Pros focus on simplicity and ease of use customization options Cons the discount policy which stipulates that one cannot get a discount if the user number is less than 20 user. Review Source JM Joe M. IT Manager Used the software for: Less than 6 months ### "Great Help Desk Software, Particularly For Time Pressed Admins" September 15, 2017 4.0 The pricing for this product is very competitive which is great for the IT budget and value for dollar represent a good deal. I find the Support team is very helpful and responsive. This is not a complex product to set up but does take a little time to figure out how things work within Freshservice. I am very please overall. Pros SaaS based product so no on premises hardware or software. Setup is more than 10 minutes that some of the marketing indicates, but definitely not a complex setup. Once you understand the workflow things become fairly intuitive in setting up the software. The ability to process tickets from one screen, enabling you to reply, enter case notes and disposition the ticket from one screen is very good. Like anything there is a learning curve involved, but it becomes very straightforward to Administer. This is very important as I am handling issues, closing tickets and assisting end users so I do not have the time to spent an hour a day doing routine maintenance tasks. The technical support team is also very helpful. Cons Most of the issues have not been with things that do not work as much as do not conform to our individual work flows and processes. A few things that are challenges include that pasting into tickets using the portal does not work. Any screen shots or images depicting issues and end user is facing need to be added as attachments. By default you are given a long and not intuitive URL for your Portal. While you can create a custom URL it requires purchasing an SSL certificate or the connection is not secure. If a User submits a ticket via email and at a later time tries to create an account on the Portal it will advise them that the email is in use. To resolve this they just need to request a password reset, but it is not intuitive to the User, they think something is wrong. Review Source SP Swati P. System Admin Education Management Used the software for: 1-2 years ### "Great Services" August 21, 2023 5.0 This is one if the best ticketing services I have used! Pros Easy UI. It is intuitive for first time users. Creation of Projects and umbrella ticket is another feature I like a lot. Cons Notification can be improved. So far emails are the only way I get notified. If we can add a ping to MS Teams it would great. Review Source GM Gustavo M. Mr Food Production Used the software for: 2+ years ### "Easy to use ITSM system that lack proper integration with other platforms." May 20, 2021 4.0 Overall Freshservice is an easy to use and deploy platform that will work in small and medium size organizations. It has lots of feature to make repetitive tasks automated. Pros Incident and Service requests is the module I like the most, specially because IT support can Cons Inventory and Software management. The agent installed in workstations sporadically stops working and IT support must install the manually for it to continue reporting on the asset. When deploying hundreds of assets, this becomes very tedious. Also, the Probe used to scan network and synchronize AD with Fresh lack a lot of functionality and it doesn't provide enough information about a multitude of non-workstation assets after scanning. Alternatives considered [ServiceNow](https://www.capterra.com/p/254088/ServiceNow/) Reason for choosing Freshservice Price and ease of deployment. Review Source MLL Mei Leng L. Business Analyst Logistics and Supply Chain Used the software for: 1-2 years ### "The workflow very rigid " August 21, 2023 1.0 Pros The integration too rigid and unfriendly do not have confident to perform the integration Cons The workflow very rigid do not robust enough for customer to configure to handle customize organization workflow do not have proper implementation notification to customer. Only take action when error report by customer Review Source JR Justin R. IT Operations Technician Restaurants Used the software for: 6-12 months ### "An adequate service " September 27, 2022 4.0 Pros Freshservice was easy to roll out to several departments and the support we have received has generally been prompt and knowledgeable. Cons There seem to be some obvious missing features, for example you cannot use tables as a field type when constructing forms. Not can you do length restrictions or any sort of pattern matching for input validation (ie 10 characters starting with xx). Review Source VR Verified Reviewer Head of ICT Music Used the software for: I used a free trial ### "Great service desk solution, ideal for an IT helpdesk looking to implement ITIL" April 17, 2019 5.0 I'm still within a trial period, but have been extremely impressed with the software. Working in a non profit pricing is always an issue and the only real concern with the software. Pros So, I'm currently trialling freshservice along with a bunch of other IT helpdesk solutions and what immediately stands out about freshdesk is the streamlined, clutter free UI. It was super easy to setup and get started. Out of the box it has multi channel support, so users can send tickets via email & the included self-service portal which also provides the ability to create user documentation. It has a modern UI which makes dealing with tickets a breeze, my team are also fond of the gamification feature which turns your helpdesk into a game by assigning achievements for certain tasks. Aligns with ITIL. Built in inventory system is good and links assets to tickets. Cons The pricing structure can be a little prohibitive as you need to move between plans to get certain features. I could see this being a problem if you wanted to add users from other departments (who don't need all the advanced features) for some of the more clever stuff that the system can do such as on boarding new starters etc. Review Source Christopher W. Technology and Training Coordinator Used the software for: 1-2 years ### "Small IT Departments...This is for you" March 26, 2018 5.0 Greatly assists in time management as I am the only full time regular IT staff and this allows me to keep issues prioritized and organized. It also allows users to track issues. Pros What makes this so great are the many services available under the free plan. We are a small non profit with an IT team of one. This helps to provide quality service to the staff of our organization without having to spend money that can be directed to community services. And even though we don't currently pay, the quality of support is not lessened Cons It is hard to find things I don't like about the software. Perhaps the only thing I would suggest is another tier or two between the free and the blossom. Review Source KB Kyle B. Sr Technical Support Analyst Education Management Used the software for: Less than 6 months ### "Fresh is Best!" December 12, 2022 5.0 Pros Seemless app powered integration, amazing ticketing and inventory management features, and an insane amount of new things getting added all the time are just a few reasons why I think FreshService is better than whatever ITSM/Help Desk tool you use right now. Cons It isn't FREE! But if it was free, they'd go broke! Review Source AL Angie L. Ing Software Information Technology and Services Used the software for: 2+ years ### "Es excelente para el rastreo de errores y problemas." July 20, 2023 5.0 Pros me encanta su opcion de notas privadas para poder llevar un control de mis procesos. Cons es un poco complejo para incorporar a otras herramientas. Review Source VR Verified Reviewer Systems Development and Operations Religious Institutions Used the software for: 2+ years ### "Lacks the ease of use and features for it to truly be a Helpdesk/ITAM." June 20, 2018 3.0 Pros Customer Service is very responsive, especially to development works and new feature requests. ITAM software has enough features for it help manage inventory and assets. Cons Still playing catchup with industry leaders for Helpdesk and ITAM solutions. Lack of integration with financial/accounting softwares. Lack of integration with Zendesk and other helpdesk softwares discourages users from only using a certain part of the Freshservice solution (i.e. only as ITAM or only as Helpdesk). Review Source Joas Andrito M. CTO Computer Networking Used the software for: 6-12 months ### "Is Freshservice worth a try?" December 14, 2022 3.0 Well Freshservice is an okay choice to go along with but, personally, it just wasn't a good fit for me, but i would really recommend it, 'cause it has undoubtedly great features Pros one of the things I like about Freshservice is that whenever we're not at our desks, the mobile app's quicker reaction to email notifications and its reliable email connectivity are important to us. Another thing is the ticket management system which is for me great, plus an excellent customer assistance. and last but not least the user interface is also quite simple to use. Cons one of the the things i dislike about Freshservice as far as i can remember Freshservice is unable to integrate with other software, like JIRA, for instance. Review Source TG Tyler G. System Administrator Higher Education Used the software for: 2+ years ### "FreshService is a game changer" September 27, 2022 5.0 Pros Desired features - I love the workflow and form automation. It is always improving too! Ease of use - It is very easy to use and teach to others. Integration with other apps - We don't use a ton of integrations, but many are available. There are many options for customization. Cons I am not sure I have anything that I like the least. I wish there were more options for end-users to attach files to forms for workflow, but I don't doubt that this feature is coming (or already here) as I haven't revisited it in awhile. Review Source KP Kendle P. Station Coordinator Media Production Used the software for: 6-12 months ### "Keeps Me On Track" September 27, 2022 5.0 Good. Pros I use the Project Management tool often. We have multiple "builds" that go though similar stages. Being able to clone tasks is helpful. The projects management tool "keeps me on track" and allows others to quickly see the status of our builds. Cons The tools are generally IT specific and we are not an IT company. When I need support, my needs are sometimes not understood. There are thinks I do not use because I don't understand how to make them work for me. Alternatives considered [SysAid](https://www.capterra.com/p/107225/SysAid/) Reason for choosing Freshservice Price Review Source JD Johannes D. IT Consultant Information Services Used the software for: 2+ years ### "Nice and fast UI" July 18, 2022 5.0 we are very satisfied with the product. the goal was a hosted solution that is easy to access on the go and easy for agents to use. this has been met. Pros we like the fast User Interface. It acts always fast and instantly Cons currently the product is not fully multi-client capable Review Source VR Verified Reviewer Localisation Engineer Used the software for: 1-2 years ### "Great IT management and reporting tool" June 9, 2018 4.0 Pros The freshservice agent is really easy to install. On our company, we use it as an asset management tool and every time a new worker is enrolled we install it on their computer. You don't need to set anything else up as the installation package already has all the details it needs. As soon as it's installed it starts collecting useful data that will then be reported to the IT managers. Of course, this data does not breach any privacy regulations and only states information related to the computer itself in terms of firmware being up to date or any potentially harmful software being installed on the machine. Reports can be set up to be generated and sent to you periodically for your convenience. Cons One of the major cons of this tool is that it may be harder to customise if you are planning to have it set up on a big company. For that, though, there is an enterprise solution that could fit any purpose but comes with an added price to pay. Review Source KP Karan P. Associate Computer Software Used the software for: 1-2 years ### "Simple & powerful ticket management platform" December 23, 2021 4.0 Ideal ticketing and support platform for startups and SMBs! Pros Freshservice was very easy to setup and migrate our operations to. Onboarding and customer support is pretty impressive given the annual pricing plan is quite low compared to other players in this space. Data analytics offered by the platform is quite detailed & easy to interpret. Cons UI looks a little outdated. Workflows are great but quite tough to create customized ones, limited flexibility. Email delivery/notification is a little challenging, face issues with our clients once in a while. Reason for choosing Freshservice Easy to use, budget friendly, and great customer service! Review Source BP Baij P. Head of Internal IT Information Technology and Services Used the software for: 2+ years ### "Easy Helpdesk Ticket Management" September 27, 2022 5.0 Very good especially customer support Pros Very intuitive compared to some ITSM platforms Cons Needs more granular permissions and more extensive reporting Review Source DW Daniel W. IT infrastructure & Product Manager Used the software for: 2+ years ### "The system is easy to use and has an inviting design that everyone can get used to." March 19, 2018 4.0 Our company has very specific requirements and this software is able to fulfill all of them. We appreciate the continued development and clear control of the system. Management has better control over departmental processes. The use of this software has shifted our customer service to a higher level. Pros The system is easy to use and has an inviting design that everyone can get used to. Even after years of use, the system is constantly evolving and improving. Freshservice can always surprise us with new functionality. The range of features can satisfy every big and small business. Depending on the needs, an appropriate cost plan can be selected. We greatly appreciate various kinds of reports. Cons Technical support is sometimes really slow. Until recently, we were complaining about the searching, but it was improved in the last update. The price for a complete set of features is quite high. Review Source Roberto C. IT Manager Executive Office Used the software for: 2+ years ### "Administrator and support agent" February 8, 2018 4.0 Pros Freshservice is easy to admin and offers you the possibility to start in a very short time, then improve the functionalities day by day. The new web interface is fresh and easy to use both for administrators and End users. Cons Content search doesn't support very much while you're looking for a topic managed in a previous case. Also, multilingual support in field names and picklist values would be appreciated if you've multilingual end users Review Source AA Aman A. Sr. Manager, Cyber Security Real Estate Used the software for: 2+ years ### "Great ITSM tool" February 26, 2023 5.0 Pros It’s a great package to manage service desk tickets, problem management and change management. Easy to create and modify workflows. Cons It’s a great tool but a little pricy. Administrators need a thorough training to leverage all its features. Review Source JW James W. Director of IT Financial Services Used the software for: 6-12 months ### "Nice but..." October 3, 2022 4.0 Does a decent job for the most part, but without improved ability to customize the forms, we may have to replace it. Pros Has lots of features for scanning inventory and managing helpdesk tickets. Cons Customizable forms have many limitations that make it seem more of a beta version of the product Reason for choosing Freshservice Already had a Freshworks product in-house Switched from [Spiceworks Cloud Help Desk](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/) They ended support for self-hosted deployments and their cloud-based solution was not sufficient. Review Source ## Send me user reviews about this product ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox. Talk to a Capterra advisor for free and get results within 15 minutes.