# Page 2 | Freshservice Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 2 - Is Freshservice the right Managed Service Providers (MSP) solution for you? Explore 695 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 (695) 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 12th, 2026 # Page 2 - Reviews of Freshservice ## Showing most helpful reviews Showing 26-50 of 695 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use DF Dominique F. Systems Administrator Government Administration Used the software for: 1-2 years ### "Freshservice significantly improved our internal IT service delivery" March 19, 2026 5.0 Overall, our experience has been very positive. We have been using Freshservice for approximately three years with about 20 agents supporting roughly 300 staff across multiple locations. The platform has helped us move from a reactive email-based support model to a much more structured and efficient service management approach. It has improved accountability, response tracking, and overall service delivery within our IT department. We would definitely recommend Freshservice to organizations looking for a well-balanced ITSM solution that is easy to use, reasonably priced, and capable of maturing with your service management processes. Pros Freshservice has greatly improved how our ITMS department delivers support to our organization. Before implementation we relied heavily on email which made tracking requests, approvals, and accountability difficult. With Freshservice we now have a centralized platform for incident management, service requests, and asset management which has significantly improved our efficiency and visibility. The service catalog has been especially valuable since we can now standardize requests, apply approval workflows, and automate processes that were previously handled manually. The interface is very clean and user friendly for both agents and staff, which helped with adoption across the organization. Asset management is also a strong feature as it allows us to properly track our IT equipment lifecycle. We also found the pricing very competitive compared to alternatives like Jira while still providing the core functionality we needed. It is also encouraging to see continuous improvements and new features being added over time. Cons While the platform works very well for our needs, some advanced features available in more complex platforms like Jira are not as deep. However, for our use case this has not been a major issue and Freshservice continues to improve its capabilities. Ticket field customization and validations could also be slightly more flexible, but the available features still meet most operational needs. Alternatives considered [Jira](https://www.capterra.com/p/19319/JIRA/)[ServiceNow](https://www.capterra.com/p/254088/ServiceNow/) Reason for choosing Freshservice We selected Freshservice due to its competitive pricing, ease of use, and clean graphical interface compared to more complex alternatives. Review Source Praphul Kumar P. Tech lead sr System Admin Insurance Used the software for: 2+ years ### "Efficient, User-Friendly ITSM Tool with Strong Automation Capabilities" March 17, 2026 5.0 Overall, my experience has been very positive. Handling the entire platform alone as a Tech Lead has been manageable due to its ease of use and automation capabilities. It has helped improve operational efficiency, reduce turnaround time, and bring better structure to ticket and service request management. While there are areas for improvement, especially around advanced features and stability, it remains a reliable and powerful ITSM solution. Pros Freshservice offers great value for money considering the wide range of features it provides, especially for ITSM operations. As a Senior System Admin managing the tool independently, I’ve found it very easy to use and highly customizable. The interface is intuitive, which makes onboarding new users simple. Workflow automation, SLA management, and service catalog setup have significantly improved efficiency and reduced manual effort. Task and workflow management are strong, allowing me to streamline processes across different teams effectively. It also supports decent collaboration by keeping all ticket communication and updates centralized. Cons There are occasional bugs and glitches, especially when dealing with complex automations or API integrations. Reporting and advanced customization could be improved further, as some use cases require workarounds. Customer support is helpful but can sometimes take time to resolve more technical or edge-case issues, which can be challenging when you’re the only one managing the system. Switched from [ServiceNow](https://www.capterra.com/p/254088/ServiceNow/) Managing Freshservice is very easy in compair to servicenow Review Source MG Mat G. IT Support Administrator Marketing and Advertising Used the software for: 1-2 years ### "Robust Toolbox, if you're skilled and have the time for said tools." March 16, 2026 5.0 More often than not, FreshService CAN do what you are looking to get done, it just takes a lot of time for it to be configured to do so. If you have a solid team that enjoys building systems out, this will work well. If you're looking for something that's going to operate smoothly and effortlessly within a week or two of starting, there are better workflow-automation services. We save a ton compared to using Okta, BetterCloud or other middle-ware by using FreshService and a 365 Azure Runbook environment. The savings DO equate, and helps us avoid middleware costs YoY, but you will need to be dedicated to managing Freshservice. Pros FreshService has a lot of different modules that allow you to setup an environment with API, integrations, and inventory management through their Agent. The Agent can be easily deployed, and their software/contract management module helps keep licenses in order once the automations are built. Cons While it has access to a lot of different resources, it's also a bit clunky at times. The different modules take a bit of time investment. While we've had them for years and had enough lulls in daily work to invest this time, it does take a bit of ane effort to get their SaaS fully functional and working well. Switched from [Jira](https://www.capterra.com/p/19319/JIRA/) Jira did not have the same functionality and toolset for us at the time, and was clunky for our users to leverage Review Source DV David V. Customer Supoort Manager Information Services Used the software for: 1-2 years ### "Outstanding Tickets management tool" March 12, 2026 5.0 After working more than a year with Freshservice the overall experience has been amazing, it's a tool that can be deployed to work within the organization and also outside to manage internal an external tickets. Pros It's a tool easy to work with, deploy and customize, manage tickets became an easy task and the time spent filling fields was reduced. Cons The only thing I dislike is that depending on the license tier, it may be very limited on AI usage, API usage and a couple more features that are only available in higher tiers, that's an issue that may me improved Alternatives considered [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/) Reason for choosing Freshservice it was cheaper and easier to work with Freshservice and at the same time, this tool works better with our ticketing management Switched from [JIRA Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/) It was very limited and difficult to reach a high maturity grade of service management because it was more likely intended to other projects and not what we were looking for Review Source CK Chris K. Senior Director Global Ops and Support Media Production Used the software for: 2+ years ### "They are actually Uncomplicating it for their customers" March 12, 2026 5.0 Excellent, they have actually uncomplicated ITSM and Enterprise Service Management. We moved from a market-leader, which was cumbersome, expensive, and nearly impossible to manage without a large, dedicated team. Pros Very affordable compared to competitors. It is easy to manage, maintain, and develop without a dedicated team, which is very helpful! Cons Some features/enhancements take years to implement. We've had enhancement requests that are system-wide, not specific to us as a customer and they still haven't been rolled out after 3-4 years of being on their 'Roadmap'. Alternatives considered [Ivanti Neurons for ITSM](https://www.capterra.com/p/193225/Service-Desk/)[JIRA Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Freshservice Seemed like we'd be able to get more value out of the system for our company, and it was significantly cheaper without compromising on the functionality we needed. Switched from [ServiceNow](https://www.capterra.com/p/254088/ServiceNow/) Too difficult to manage/enhance. Significantly more expensive. Poor customer management. Felt like a hostage during negotiations not a customer/partner. Review Source LS Lumo S. Systems Analyst Health, Wellness and Fitness Used the software for: 2+ years ### "Powerful and User-Friendly ITSM with Strong Automation but Pricing Limits" March 25, 2026 5.0 Overall, my experience has been very positive. It’s a reliable ITSM tool that helps streamline operations and improve response times. With proper setup, it becomes a powerful platform, though it does require some effort to fully optimize workflows. Once configured well, it significantly improves team efficiency, visibility, and service quality across IT operations. Pros Freshservice is very intuitive and easy to set up, even for complex IT workflows. Automation features save a lot of time, especially for repetitive tasks, and the UI is clean and user-friendly. Integrations and customization options make it flexible for different team needs. The onboarding process is smooth, and documentation is helpful, making it easier for IT teams to quickly adopt and scale usage. Cons Some advanced features feel limited unless you move to higher-tier plans. Reporting can be a bit rigid, and API/search behavior sometimes requires workarounds. Also, certain configurations are not very transparent, which can slow down troubleshooting. Pricing can increase quickly as you scale, and some features that feel essential are locked behind premium tiers. Alternatives considered [Salesforce Sales Cloud](https://www.capterra.com/p/61368/Salesforce/) Reason for choosing Freshservice We chose Freshservice over Salesforce because it’s purpose-built for IT service management, making it faster to implement and easier for IT teams to use daily. Freshservice offers out-of-the-box ITIL features, strong automation, and a more intuitive interface, while Salesforce typically requires heavy customization to achieve similar ITSM functionality. Overall, Freshservice provided better value, quicker deployment, and lower operational complexity for our needs. Review Source MM Mahesh M. IT Security Engineer Information Services Used the software for: 2+ years ### "Reliable ITSM tool with Strong Automation and Clean UI" March 16, 2026 5.0 Overall, my experience with Freshservice has been very positive & Great. It provides a reliable ITSM platform that simplifies incident management processes. The UI is well designed and feels modern, making navigation and daily operations easier for IT teams. The ticketing system is well organized, automation features help reduce manual workload and the platform offers good visibility into IT operations. It also supports better collaboration between IT teams through centralized request tracking and workflow management. With proper configuration, Freshservice can significantly improve service delivery efficiency and operational control. Pros Freshservice provides a well-structured ITSM platform with a clean UI and smooth ticket lifecycle management. Incident, problem, and change management workflows are easy to configure and help standardize support operations. Automation rules and workflow orchestration reduce manual effort and improve response efficiency. The platform also integrates well with other tools, which helps maintain better visibility across IT operations. Overall, it improves team collaboration, request tracking, and service delivery performance. Cons Some advanced configurations require time to understand, especially when setting up complex workflow automations and integrations. Reporting customization can also be limited for organizations that require very detailed analytics. Initial setup for large environments may require careful planning to properly configure service catalogs, asset management, and automation rules. Alternatives considered [ManageEngine ServiceDesk Plus](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/) Reason for choosing Freshservice We compared Freshservice with ManageEngine ServiceDesk Plus. Freshservice stood out because of its modern UI, easier configuration and better automation features. It was simpler for our team to adopt and manage daily IT support operations. Review Source TR Tushar R. Support Team Lead Information Services Used the software for: 2+ years ### "Well-structured platform for managing IT support teams efficiently" March 30, 2026 5.0 Overall, the experience has been steady and reliable. It has improved how we manage incoming requests and distribute work across the team. From a management point of view, it gives better control over SLAs and performance tracking. Once the system is properly configured, it supports daily operations without much friction and helps maintain consistency in support delivery. Pros From a team lead perspective, Freshservice helps keep support operations organized and predictable. The ticket flow is clear, and it’s easy to track who is handling what. Features like SLA tracking and automation reduce follow-ups and help the team stay aligned. It also gives good visibility into workloads, which makes it easier to manage the team during peak hours. Cons Initial setup and fine-tuning workflows can take some time, especially when aligning with existing processes. Reporting is useful, but more flexibility in customization would help for deeper analysis. Also, cost can be a factor when scaling the team. Alternatives considered [ServiceNow](https://www.capterra.com/p/254088/ServiceNow/) Reason for choosing Freshservice We evaluated ServiceNow, but Freshservice felt easier to adopt for our team. The interface is simpler, and setup required less effort compared to other tools. It fit better with our current workflow and was quicker to implement. Review Source MD Marcos D. Governança de TI Higher Education Used the software for: Less than 6 months ### "Gestão de TI" February 27, 2026 4.0 Em geral a experiencia é muito boa pois o FreshService é de fácil uso e entendimento, o que é um ponto muito importante para a organização. Pros a parte mais focada em ITSM é muito bom, faz uma boa gestão de Service Desk com atendimento aos chamados, na gestão de Mudanças, incidentes e problemas também é muito bom. Cons No módulo de projetos o Freshservice ainda trabalha de forma básica e carecemos de uma evolução neste modulo. Outro item que o FreshService que ainda necessita de evolução são os Relatórios que ainda não trazem boa flexibilidade de uso. Alternatives considered [ServiceNow](https://www.capterra.com/p/254088/ServiceNow/)[HaloITSM](https://www.capterra.com/p/200140/HaloITSM/) Reason for choosing Freshservice Todos tinham seu pontos fortes e fracos, foi escolhido o FreshService através de um comitê porque era o melhor tinha os pontos fortes e fracos acentuados e pela facilidade de uso também. Review Source RM Rakesh M. Senior IT Infra Executive Information Services Used the software for: 2+ years ### "Reliable Help Desk Platform for Managing IT Operations" March 19, 2026 5.0 Our overall experience with Freshservice has been good so far. It provides a stable ITSM platform for managing incidents, service requests, and changes in a structured way. The interface is user-friendly and automation helps streamline operations. It has improved how our team tracks and resolves issues while maintaining better control over service delivery. Pros Freshservice offers a clean and intuitive interface that makes it easy for teams to manage daily support tasks. Ticketing system is well structured and features like automation, SLA policies and workflow customization help reduce manual effort. It also integrates smoothly with other tools, which improves visibility across IT operations. Cons Some advanced configurations, especially for workflows and reports, can take time to fully understand. Pricing may feel slightly higher compared to other tools, particularly for smaller teams or when scaling. Review Source WA Werner A. IT Support Non-Profit Organization Management Used the software for: 1-2 years ### "Freshservice - a game changer" February 17, 2026 5.0 Overall we are happy with the product and we are exploring the different modules and building it out further as it has so many aspects to it. Pros The Ease of getting it set up and the impact it made on our day to day IT support process - the Knowledge base is also a winner and we love the custom portal. Cons Some of the app integrations are complicated to set up and can be a little janky at times. There are also some finer automation things that take some time to learn. Switched from [Hiver](https://www.capterra.com/p/142975/Hiver/) Was not giving us the needed modules that we need for what we wanted to do. Also we outgrew this application Review Source JB Joe B. Desktop Support Engineer Hospitality Used the software for: 2+ years ### "Easy to use, hard to master " January 15, 2026 4.0 Overall amazing. Come with a lot of experience from Service Now, which was my favourite. With confidence, I can now say FreshService is. I have built our ticket system from the ground up. Something I have never done before. Automation, SLA, Categories, JML. I have come into it blind. Without the incredible FreshService support, I don't know where I would be. Even \[sensitive content hidden\] has saved me more times than I can remember. I describe FreshService like I describe Snowboarding. Easy to learn, hard to master. I think this is a perfect description for FreshService. From the get-go, you are supplied with numerous articles and tips to get you moving. When you ever come to a crossroad, FreshService support is there to guide you on which road to take. Pros The Customer Support. No matter what day, what issue, what time, they are just always there to help. No 1st Line Script support, just straight knowledge and direct answers. Even if there is some confusion, instantly, it's "lets setup a remote session" or "let me make myself a temporary agent on your FreshService". Amazing and impressive. The admin configuration is super easy to learn. Coming from someone who has never designed/implemented an ITSM tool before. Now I am confident in doing so on any tool in the future. Cons In my experience, I have found that all answers can be resolved via API. Now, unfortunately, at the beginning of FreshService's introduction to the team, my skills were nonexistent. I found that on multiple occasions, it would have been easier to develop a built-in function to the pre-made automation tool instead of spending days on figuring out API/Webhooks. Sometimes I don't want to contact support... I like a challenge. Just that on occasion, I would like FreshService support to say "we have sent this to our dev team to implement for the future". I also am not a fan of the Asset Add-on. I get it, I get it, just not a fan. Unfortunately, due to this, I haven't been able to get my managers to purchase it. Asset management without this is super messy. Would be nice to have a licence to include this. Alternatives considered [ServiceNow](https://www.capterra.com/p/254088/ServiceNow/)[HaloITSM](https://www.capterra.com/p/200140/HaloITSM/) Reason for choosing Freshservice Cheaper. Suited the company more (120 users) Review Source CC Christian C. IT Specialist Information Technology and Services Used the software for: 2+ years ### "Good service!" January 27, 2026 4.0 Overall, the experience is good. Taking the time to fix the issues I mentioned will make it better for me. Pros Navigating and learning the basic functions as a regular team member is relatively easy, but delving into more advanced features can be challenging. I've encountered some issues with the Freshservice representatives, as they sometimes struggle to understand my needs, possibly due to a language barrier. I believe they need to improve the workflow because some of the data I require is only available in Freshdesk, which we don't need to use. Additionally, I've experienced issues with certain workflows that have never worked, even with a representative's assistance. On a positive note, I appreciate the ability to use Single Sign-On (SSO) with our Microsoft products, as it makes me feel more secure. Cons Some features in the workflow need additional fixing. The API is not functional most of the time. We require more detailed information when retrieving analytics, such as the number of tickets each member has for the year. I was unable to create a graph with the basic analytics provided. Review Source JS Jeremy S. IT Project Manager Real Estate Used the software for: 2+ years ### "Freshservice Delivers a Great Product at a Good Price" January 15, 2026 4.0 Freshservice is one of the best IT ticketing systems I've used overall, and is integral to our IT team's workday. Pros Ticket management, automations, integration with change management and asset association with users. Entra integration was easy and it's great to have a system that can both build users, and import them automatically into Freshservice when created. Cons RMM integrations are lackluster, hopefully the Device42 acquisition will change that, as we would love to get off Atera and have a more unified system. Some bugs that cause annoying alerts to be generated. Workflow Automator could be improved greatly both from a UI and workflow standpoint. Alternatives considered [NinjaOne](https://www.capterra.com/p/184229/NinjaOne/) Reason for choosing Freshservice Better pricing and featureset was relevant Switched from [Mojo Helpdesk](https://www.capterra.com/p/128650/Mojo-Helpdesk/)[Freshdesk](https://www.capterra.com/p/124981/Freshdesk/) More features, better quality product, ease of use Review Source BC Brendan C. Senior Solutions Engineer Automotive Used the software for: 1-2 years ### "FreshService - A Clean and Modern Service Solution" January 15, 2026 5.0 Freshservice has been a fantastic ticketing and service management solution. There are regular updates to keep it modern, and the UI is clean, responsive, and intuitive. With years of experience in many ticketing systems, Freshservice feels the most modern out of any of them. Pros Freshservice has a very clean UI that is easy and intuitive to navigate. The webpage also has live update notifications which is extremely useful for closely monitoring tickets. When an update is posted on a ticket, even without refreshing you will see a notification regarding it and linking you to the ticket. Another useful live updating feature is the ability to see what other agents are currently viewing or editing a ticket. This solves the age-old issue 2 agents trying to edit a ticket at the same, or hesitating to update a ticket thinking another agent is already working on it. I've also found the extensibility of the product to be quite useful. We've granularized our request system to include specific requests with built in tasks lists for common requests (Employee onboarding, Software Installation Request, etc.), as well as the general ticketing system. We've added approval groups to notify the proper people streamlining repetitive tasks. There are great reporting features built-in as well, providing clean overviews of important KPI's like first-touch resolution, first response time, and time to resolution. These reports can be customized to filter based on a plethora of criteria. The pricing also has as consistent model that isn't overly expensive. Cons Frankly I haven't encountered any issues with Freshservice yet. There has been a single instance of downtime this year, and it was minor and resolved relatively quickly. Alternatives considered [ServiceNow](https://www.capterra.com/p/254088/ServiceNow/) Reason for choosing Freshservice The pricing was better, and the sales support was more responsive. Switched from [FootPrints](https://www.capterra.com/p/212606/FootPrints/) We experienced many issues with FootPrints ranging from portal responsiveness, ease of use, and clarity for the users. Review Source JM Jessica M. IT Manager Construction Used the software for: 2+ years ### "Best ticketing system we have used to date!" January 20, 2026 5.0 Freshservice has been a strong and reliable ITSM platform for our organization. It has enabled us to standardize processes, automate repetitive work, and scale support across multiple departments with a lean team. While there is a learning curve for advanced features, the overall value and stability of the platform have exceeded expectations. Pros Freshservice is intuitive and easy to use while still being powerful. The automation capabilities, customizable workflows, and self-service options have significantly reduced manual effort for our team and improved response times for end users. Cons Some advanced configurations and reporting features have a learning curve, and certain customizations require time to fully optimize as the platform scales. Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Freshservice cost and functionality was better with fresh Switched from [BMC Helix ITSM](https://www.capterra.com/p/164195/Remedy-IT-Service-Management/) tool was expensive and not easy to use it was also owned by UK Review Source AC Ariel C. Technical Support Analyst Education Management Used the software for: 2+ years ### "FreshService experience" March 12, 2026 5.0 Our overall experience has been great, we love how efficient it works with all the communications, the indented responses, the merging, the option of managing the categories for the issues requests. We think in general it is an amazing product that FreshService should be proud of. Pros This is a great tool for IT support teams, and I believe it can be use for another teams in an organization like Facilities. We love the fact that we can create a KB with solutions and point them on our replies to issues. The team can interact easily agent-to-agent and user-to-agent, and we can keep track of all issues in a very effective way. Cons We found it a little expensive, and it turned it was the fact that we were not using some of the included features in our license tier, so we are updating the plan in our next renewal. Maybe the AI component is not as good as expected, but we have not had the time to use it properly to full extent. The assets management is a little confusing and for some reason is not working great for all, but we have a MDM solution that manages all our devices, and because of that maybe we have not focused that well on this feature. Review Source MO Mark O. Head of Managed Services Information Technology and Services Used the software for: 1-2 years ### "The best ITSM tool in all the areas that matter." March 16, 2026 5.0 Overall it is the best ITSM tool I have ever used. It is the best combination of price, ease of use and extensibility. Pros Ease of use reduces operational cost, and increases ROI on CSI and automation initiatives. Integrations are simple to implement. Very responsive support team! Cons Integrations are not always clear, often rely on third parties (not clear how they are involved with your data either). Out of the box integrations not as braod as some competitors. The available licensing is not as flexible as other tools. Access permissions (e.g., what parts of the system you can administer) are not granular (e.g., need to be admin to do simple things like add Vendor). Base-level CMDB functionality could be better - especially for software. Alternatives considered [HaloITSM](https://www.capterra.com/p/200140/HaloITSM/) Reason for choosing Freshservice Ease of use/configuration. Halo was actually our first choice but quickly became too complex for a basic implementation. Switched from [Ivanti Neurons for ITSM](https://www.capterra.com/p/193225/Service-Desk/) Ivanti no longer met our needs - expensive, complex and was not keeping pace with modern features. Review Source AB Aimé B. Skol Brewery Limited Food & Beverages Used the software for: 2+ years ### "Efficient, Intuitive, and Scalable IT Service Management" February 26, 2026 4.0 My overall experience with Freshservice has been very positive, especially from an IT service management and operational efficiency perspective. Freshservice stands out for being intuitive while still offering powerful functionality. The interface is clean and easy to navigate, which reduces the learning curve for both agents and end users. This makes adoption smoother compared to more complex ITSM platforms. Pros Client Support Both agents and end users can navigate it easily. Clients can submit tickets through a simple portal, email, or service catalog without confusion, which reduces friction and increases adoption. Cons Freshservice helps so much for tickets routing by category or priority. SLA triggers and escalations, Approval chains, Task assignments This eliminates repetitive admin work and reduces human error, which significantly improves operational efficiency. Alternatives considered [Microsoft Outlook](https://www.capterra.com/p/227138/Microsoft-Outlook/) Reason for choosing Freshservice When Freshservice is not available, we use Outlook Review Source SD Stefan D. Senior IT Tehnician Health, Wellness and Fitness Used the software for: 2+ years ### "Reliable and user friendly ITSM with powerful automation capabilities" March 20, 2026 5.0 Very positive. It streamlined support workflows, improved response times, and made daily IT operations much easier to manage. It’s reliable, scalable, and fits well into a growing IT environment with evolving needs. Pros Easy ticketing, clean UI, and strong automation. It saves time on repetitive tasks, reduces manual work, and keeps everything organized without much effort. The interface is intuitive, so onboarding new users is quick and efficient. Cons Reporting could be more flexible, and some advanced configurations feel limited or not very intuitive. Customization options in certain areas require workarounds, and deeper insights sometimes need extra effort to extract. Review Source LB Lucas B. IT Service Desk Analyst Financial Services Used the software for: 6-12 months ### "Simple, Reliable, and Easy to Use" February 19, 2026 4.0 My overall experience with Freshservice has been very positive—it strikes a great balance between being powerful enough for complex ITSM needs and simple enough that teams can adopt it quickly. The interface feels modern and intuitive, the workflows help eliminate a lot of manual effort, and having incidents, service requests, assets, and automation all tied together creates a smooth, cohesive environment. While there are moments where you bump into feature limitations or paywall‑gated capabilities, the day‑to‑day usability and the clarity it brings to IT operations make it a genuinely helpful platform to work with. Pros Freshservice’s biggest strength, in my experience, is how effortlessly everything comes together in one clean, intuitive platform—its interface is easy to navigate, automation removes a ton of repetitive work, and the built‑in asset management gives you clear visibility without feeling overwhelming, making it a tool that genuinely improves daily workflows rather than adding complexity Cons The thing I liked least about Freshservice is that some of the more advanced features—especially around automation, asset discovery, and customization—can feel a bit limited unless you move up to higher‑tier plans, which makes it harder for smaller teams to fully leverage the platform. Additionally, certain configuration options aren’t as flexible as you’d expect from an ITSM tool, so you occasionally run into moments where you have to adapt your process to the system rather than the other way around. Review Source NA Noushad A. IT Infrastructure Network Manager Food Production Used the software for: 2+ years ### "Reliable Ticketing System for Multiple Department Service Management" March 15, 2026 5.0 We have been using Freshservice for around three years as our internal ticketing system. It helped us organize service requests and improve communication between departments. Previously requests were coming through emails and calls, but now everything is tracked properly with tickets and SLAs. Overall it has been a reliable tool for managing support requests and improving response time. Pros The ticketing system is easy to use and helps us manage requests from different departments in one place. We are using it mainly for IT support, but also for maintenance and legal requests. It helps us track issues, assign tasks to the right team, and monitor the status until closure. Automation rules and notifications also help reduce manual followup Switched from [SolarWinds Service Desk](https://www.capterra.com/p/129478/Solarwinds-Service-Desk/) We switched because Freshservice provides a more user-friendly interface, better automation features, and improved workflow management for handling service requests across multiple departments. Review Source MP Mili P. Data Analyst-DBA Education Management Used the software for: 1-2 years ### "Freshservice: Easy to Navigate, Powerful Filters, and Customizable Rules with Strong Security" February 23, 2026 4.0 verall, the experience has been good. We’ve also received feedback from our staff that creating tickets now takes less time compared to the previous system, which they greatly appreciate. Pros What I like most about Freshservice is that it is easy to navigate and simple to use. The filters are very useful and help us find tickets quickly. I also like that we can create our own custom rules and customize the fields on the screen to match our needs. It saves time and makes our work more organized. The system is also secure, which is important for our team. Cons It would be beneficial if Freshservice could send a notification when a ticket hasn’t been updated for a certain amount of time. Having a rule or reminder notification like this would help ensure nothing gets overlooked, so we don’t have to manually check constantly. It would also be helpful to receive a weekly email report showing the number of pending tickets. This would give us better visibility into outstanding work and help us stay on top of unresolved issues. Switched from [SysAid](https://www.capterra.com/p/107225/SysAid/) Clean UI and Simplified workflows. Strong automation. Better customer support Review Source RV Rogelio V. ITSM Admin Consumer Goods Used the software for: 2+ years ### "A great tool!" January 20, 2026 5.0 For some years, my experience has been great, adding new modules like Freshcaller and more Freddy AI integration. The users like it and it is a great and easy tool to manage Pros Ease of use, flexibility, and support. Is great value for the money. Pretty easy to manage and configure and has a lot of option Cons The Analytics module. I think it is too complicated and not straightforward. The cost is high for some modules, but the basic product is really good Switched from [ManageEngine ServiceDesk Plus](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/) Cost and ease of use, the previous was good but Fresh offers more options Review Source AC Ajay C. EUS Engineer Information Technology and Services Used the software for: 1-2 years ### "Practical tool for managing IT support tickets efficiently" March 29, 2026 5.0 Overall, it has been a reliable tool for daily support activities. It helps manage incidents and requests in a structured way, which reduces manual effort. From a support engineer point of view, it improves response time and makes tracking easier. Once everything is configured properly, it becomes part of the daily workflow without much issue. Pros From a support perspective, Freshservice makes it easier to handle multiple tickets without confusion. The ticket view is clear, and it’s simple to track status, priority, and updates in one place. Automation helps reduce repetitive work like assigning tickets or sending updates. It also gives enough visibility to quickly understand user issues and take action. Cons Some configurations, especially workflows and reporting, need time to set up properly. It’s not very complex, but it’s not fully straightforward either. Also, when handling a large number of tickets, the interface can feel slightly slow at times. 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.