# Page 12 | Freshservice Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 12 - Is Freshservice the right IT Asset Management solution for you? Explore 691 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 (691) 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 April 15th, 2026 # Page 12 - Reviews of Freshservice ## Showing most helpful reviews Showing 276-300 of 691 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use LM LOkesh M. Project Manager Information Technology and Services Used the software for: 6-12 months ### "Review" September 28, 2022 4.0 Ok Pros Ease to use and implement , Intutive UI Cons upgrades have removed lot of important features like display of email id's in the ticket , auto filter in ticket view, timesheet non analytics report etc.. Technically upgrades should be improvements to the tool with additional features ,it is more of downgrades with some important features getting discarded . Also freshservice needs to think in the direction of the tool not only being used to Internal IT but also as a Application Management Tool for business . They are more focused as an Internal tool for IT Reason for choosing Freshservice Easy of use and easy to implement Review Source LB Lesley B. Director of Managed Services Information Technology and Services Used the software for: 6-12 months ### "Flexible ticketing system for an amazing price" September 24, 2020 5.0 Great customer service. The FreshService team have worked with us like partners since day 1. Pros FreshService is an ITSM solution that has everything you need for a small to mid-size business. Cons The cloud-based solution offers so many features, it can feel overwhelming when you first start using it. Reason for choosing Freshservice Great pricing for the robust ITSM solution. Review Source Iván José M. Jefe de Tecnología (Head of Technology) Used the software for: 2+ years ### "Great solution for IT teams. We have everything covered in one platform. From incidents to assets!" February 26, 2018 5.0 This software helped us to organize and centralize our IT Operations in one platform. Pros The mobile app. I can track my tickets and my team tickets on the go, saving a lot of time. Also, we can check incidents' replies for a better customer experience. Cons Keep the iOS app updated at the same time than the Android app. Multiplatform experience is better when every platform are up and running with all the features available. Review Source RB Renan B. Customer Support Computer Software Used the software for: 1-2 years ### "Freshservice improving support speed" June 28, 2021 5.0 In genneral, the tools is awesome, We have the ability to improve support and automate various issues, Pros \- The possibility to create a service catalog, for each type of service request that I have in my company, - The possibility to customize my support portal, and ticketing system, based on customers, companies, departments, I can set the tool in the way I want, - Asset tracking, I can track, and see each asset in my network, and in my entire company, inventory control, - UI friendly, a robust app store to integrate with a lot of systems, Cons The contract management could be a little bit better, with the possibility to track the contract with reports, The communication with the support, international support is unrealistic about deadlines, ETA's Reason for choosing Freshservice \- Manage Engine - Service Now - Jira Review Source Florian B. Country Manager Used the software for: 2+ years ### "It was a fast in service solution for us that grew and grew with us" March 27, 2018 4.0 Fast to Live Pros Intuitive for new comers, it was easy to introduce new customer or agents on the tool. ITIL orientation was also a plus. We gradually moved into using more modules of the service. Cons The lack of advanced customisation in ticket queue management . We appreciate the growth in features over the time but there are key functions like queue management that could benefit from an upgrade. Review Source James T. Vice President Used the software for: 2+ years ### "Outstanding tool with a great cost to feature ratio" February 7, 2018 5.0 It makes support technicians capable of handling so much more than you would think. And the customer facing aspects are a real selling point. Pros The ease of use, self-service automation features, and customization flexibility make it an outstanding choice. Cons Some missing features along the way have made workarounds necessary but they are open to feedback and willing to implement things so make sure you stay in touch often. Review Source DM Dawie M. Business Analyst Telecommunications Used the software for: Less than 6 months ### "The best ticket system for SMEs on the market" March 28, 2019 5.0 I have become a FreshService evangelist in a very short time. So, I recommend this service to everyone! Pros The most intuitive system I have ever had the pleasure of using. The system is remarkably customizable, and you do not need a system administrator or expert to configure the customizations. It is so intuitive that any person with minimal experience on the system can figure out how to configure it to your company's needs. We have a team of 8 support engineers and they all took to the system very enthusiastically. The user interface is superb, and the company has been in the market for so long that they have literally thought of everything. If you have a unique business case, like we did, it is most probable that they have already encountered it and have an out of the box solutions. My experience with their developers was phenomenal. Cons The system is slightly more expensive than its nearest competitor. Which makes selling it to managers a little more difficult. But, the expense is justified. With the competitors in its market, a dedicated onsite developer is required, and installment and deployment time is 3-4 times longer. While FreshService is so easy to use, that any user or administrator can configure or change any settings, functions, workflows or processes with absolutely minimal effort. And, if you do require more assistance, 24x7x365 support is readily available and the support cost included in the monthly fee. Review Source Chadd N. System Analyst Libraries Used the software for: 1-2 years ### "We really like what you can do with Freshservice" March 28, 2018 5.0 A very robust way of tracking issues in our ILS and saving fixes to a Knowledge Base. Pros There are a lot of Pros. The first is the fast response of their help team. They will get things done quickly and explain what was fixed or what they changed for you. The Solutions or Knowledge Base is well laid out and thought through. The customization is great. This is a very solid product. Cons The thing I dislike least is, setting up the categories for use with the tickets. I wish this were different, although it does work I would like to see a different setup. Review Source FO Francis O. Cloud Infrastructure Engineer Information Technology and Services Used the software for: 2+ years ### "Freshservice Review" June 3, 2023 5.0 Pros The ability to log tickets and assign tickets to users and also get notifications soon a ticket is updated with new information Cons I'm not able to edit my message on a ticket after it has been sent Review Source JY Jinlong Y. IT Support Manager Construction Used the software for: 2+ years ### "Ease of use and feature packed value" June 8, 2021 5.0 I enjoy using the service but sometimes Support struggle, especially during COVID times Pros The ease of use and on going feature development Cons The asset model is very limited and needs improvement Alternatives considered [Spiceworks Cloud Help Desk](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Freshservice The cost at first lined up with the valve and it was quick and easy to deploy Review Source LB Lawrence B. Senior Systems Administrator Entertainment Used the software for: 6-12 months ### "Freshservice Review" October 4, 2022 5.0 We are using as an IT Service Desk and it handles this task really well, we have in fact just upgraded to the growth plan as i want to use the service catalog . Pros Ease of use and ability to scale up to bigger and better plans as and when required. Cons Probably the cost, not sure how it compares to Zendesk though. Reason for choosing Freshservice We felt Freshservice offered a better product for the cost compared to Zendesk. Switched from [Spiceworks Cloud Help Desk](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/) needed a better helpdesk ticket logging system, spiceworks was pretty poor. Review Source John T. Technical Director - Enterprise Cloud Hosting Used the software for: 1-2 years ### "A comprehensive ITIL standard service desk system" April 30, 2018 5.0 Pros Everything is in one interface and easy to navigate around. The integration with email is good, and we really like the mobile app as it gives us a far better ability to respond when away from the desk than email alerts. Cons Once you get into the problem management and change control systems it does seem a little more complicated, and it seems that when solving a problem it wants you to create a KB for it, which isn't always appropriate - especially in MSP mutli-tenant environments where a problem may be customer specific. Review Source AP Adam P. Operations Real Estate Used the software for: 2+ years ### "Slick and functional" June 16, 2021 5.0 We transitioned from SPiceworks to FreshService We have not regretted the decision, it really is a great product Pros A very easy to deploy and easy to use package Highly configurable, powerful, full of great features Cons Nothing missing, always updated with great new features. No cons that we have experienced so far to date Review Source ET Elvin T. GSO IT Manager Non-Profit Organization Management Used the software for: 1-2 years ### "Freshservice review from RI" September 24, 2020 5.0 It's been very useful and helpful to our organization. Pros Ease of use, price, integration options with other applications Cons I wish that Freshservice sent regular reminders of what live and recorded training that is offered for the reporting and inventory options. Switched from [Autotask PSA](https://www.capterra.com/p/223239/Autotask-PSA/) We felt that Freshservice gave better options at a better price point. Review Source VR Verified Reviewer Computer System Network Coordinator Higher Education Used the software for: 2+ years ### "Great Helpdesk Software" December 13, 2018 5.0 We have far more users than technicians, and our environment can get chaotic. Freshservice helps us keep order and proritize support needs properly. Pros The ticket management system is awesome. Easy to setup and putting in tickets takes little to no effort. Cons We have issues with the fact that we can't assign on ticket that needs a couple input, but the ticket can only be assigned to one person. Review Source Paleonum B. Marketing Biotechnology Used the software for: 6-12 months ### "Freshservice l'un des meilleurs " November 21, 2023 5.0 Mon expérience globale avec freshservice est bonne . Pros Ce que j'ai le plus aimé chez freshservice est le faite que cela facilite le travail et est beaucoup plus accessible. Cons Ce que j'ai le moins aimé chez freshservice est le faite que cela ne garantie pas toujours la capacité de paiement d'une partie . Switched from [Fresha](https://www.capterra.com/p/142138/Shedul-com/) J'ai fait ce changement dans le but de faire d'autres découvertes d'applications utiles. Review Source Todd D. Manager, Systems and Networks Renewables & Environment Used the software for: 6-12 months ### "Very fast and low-cost on-boarding process compared to other market leaders. " March 28, 2018 5.0 We transitioned from a simple ticket entry system to full ITIL capabilities in a matter of a few weeks with very high user engagement. Giving users the capability to generate incidents via email has dramatically increased uptake. The CMDB continues to evolve and provides us with better views for application dependencies. The reports dashboard provide a useful tool to present metrics at management meetings. Pros Fast adoption rate by user community, with good tools to encourage engagement (we used a service request as a lottery entry for gift cards); very low-cost implementation and on-boarding. Cons Would prefer modern authentication support for Microsoft instead of SAML authentication. This is probably forthcoming given MS investment in the product. Review Source Jessica M. Founder, Co Owner, & Designer Design Used the software for: 1-2 years ### "Fantastic resource for businesses that need a support desk service." April 15, 2019 5.0 Pros We used this for quite a while for setting up a system of service tickets on our web design side of our company. When people needed to submit an issue with their website this was amazing. They were able to submit an official support ticket then we could move through the process of addressing the issue without losing any tracking or details of the problem. Plus they were better able to understand where we were in the process. Cons I don't recall having any issues with this company. They were great! Review Source SJ Shweta J. Jr software developer(Freshworks Implementation Engineer) Information Technology and Services Used the software for: 1-2 years ### "Freshservice Review" September 29, 2022 5.0 I am using freshservice more than a year and its really good product. Pros Workflows and automations are really so good to explore Cons Sometimes client wants different UI and We are not able to change UI Reason for choosing Freshservice I am choosing freshservice instead of wolken Review Source VR Verified Reviewer IT Manager Financial Services Used the software for: 1-2 years ### "Great ITSM Solution" June 26, 2019 5.0 Pros The number of features bundled in with the software. Works as a help desk, knowledge base, and ITSM solution all in one platform. Cons Weird kinks. More than once I have had to great tickets for weird issues, such as an emoji in an email breaking the whole ability to receive emails to create a ticket. Review Source VR Verified Reviewer National Account Manager Used the software for: 1-2 years ### "A seamless program that gives us a more efficient service desk that has become integral to IT." March 8, 2018 5.0 Pros The tabs are handy, especially the tickets tab that helps filter tickets based on various attributes. Users can add notes, forward, or even reply to the ticket right from the tab. This software is a breeze to use & is extremely helpful. Cons It's extremely easy to send the first response out to an IT ticket in a fraction of the time it used to take, however sometimes there is a minor occurrence of network lag, causing tickets to take 2-3 minutes longer than they normally would. Review Source VR Verified Reviewer Quality and Innovation Coordinator Higher Education Used the software for: 2+ years ### "Nice Product, Excelent support service." April 2, 2018 4.0 We have: Centralized Information, engached people, metrics at a hand, reports in real time, excelent support service. Pros I love that we can centralize all the transactions and information in one software, not only OI Information. Cons Sometimes, when we have a new user, the user have problem learnnig to use it, we have to invest time in training new people. Review Source VR Verified Reviewer ITS Help Desk Supervisor Used the software for: 2+ years ### "Overall I am very pleased with Freshservice. The automations available are the key feature!" April 11, 2018 4.0 Enables a team of 8 to keep up to the demands of 14,000 end users easily and effectively. Pros Ticket automation. Site functionality aimed to save techs time is fantastic. Service Request portal for end users offer a great experience. Cons Integrations in Freshservice are still not up to speed with that of it's big brother, Freshdesk by Freshworks. Review Source KG Kabuta G. Software Developer Information Technology and Services Used the software for: 1-2 years ### "Best IT Management Features With Freshservice" February 21, 2024 4.0 Pros I like that it houses best IT management features It makes IT ticketing easy It is very helpful as a help desk Cons So far no issues with Fresgservice. It has been really instrumental. Review Source SD Samuel D. System Administrator Farming Used the software for: 6-12 months ### "Easily worth the price compared to free ticket systems" May 20, 2021 5.0 Extremely positive. Previously was using HESK as a free ticket system and also demo'd a few other options before settling on Freshservice. The paid features of Freshservice more then pay for themselves. Pros Makes dealing with a large number of tickets very simple and intuitive. Improves response time and productivity of helpdesk. Cons The settings/configuration is not super intuitive. Alternatives considered [Kaseya VSA](https://www.capterra.com/p/100303/Kaseya-VSA/)[Autotask PSA](https://www.capterra.com/p/223239/Autotask-PSA/) Reason for choosing Freshservice Better pricing. Better features for internal IT departments (as opposed to MSP focused ticket systems) Switched from [HESK](https://www.capterra.com/p/156452/HESK/) Lack of features 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.