# Page 26 | Freshservice Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 26 - Is Freshservice the right IT Service solution for you? Explore 683 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 (683) 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 March 23rd, 2026 # Page 26 - Reviews of Freshservice ## Showing most helpful reviews Showing 626-650 of 683 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use TL Tom L. Independent Contractor Used the software for: Less than 6 months ### "Nice product, easy to use and integrate" May 7, 2018 5.0 Pros Integration into our environment and ease of use along with the capability to have a large capacity to make changes as we need. Nice product Cons Email group control needs to be worked to allow more than one tier, so we don't have to send out email notifications to all levels of support teams when a ticket comes in. Review Source JP Jacob P. CEO Retail Used the software for: I used a free trial ### "Terrible Customer Support & Software" September 16, 2018 3.0 I placed 2 trouble tickets and I had my account suspended because I apparently was harassing them? They said I was no longer allowed to use their software as I violated some policy in which isn't listed on their website Pros I like the interface of the software. I also loved that they offer a supervisor rule and dispatcher rule within the product so I can customize things to run the way I need them to. Cons I hated the fact that they do not offer a truly FREE Plan. They say it's free but they restrict you not only on features but also with customer support. Review Source SS Steve S. I.T. Support Analyst Used the software for: ### "Brilliant!" July 11, 2014 5.0 Working for a small London based Music Therapy Charity - I inherited the existing Spiceworks Helpdesk, which was functional, but fairly useless. We've just switched to FreshService and are currently using the free service which is ideal for us. Quite frankly, this is one of the best bit's of helpdesk software that I've ever come across, much better than many of the paid services that I have used in all my years in I.T. and support is quick and helpfull. It's customisable and flexible to an amazing degree and we are only scratching the surface with some of the features and new features seem being added all the time. Impressed! Try it! Review Source BG Bart G. Global Service Desk Teamlead Used the software for: Less than 6 months ### "Just using it for 3 weeks as an administrator and comes up as very user friendly" February 21, 2018 4.0 Pros An agent who started this week started using it at his first day. Whit 1 hour training he could start using Freshservice ticketing. Very intuitive and easy to use. Cons Currently there is no translate possible inside Freshservice, it's available in Freshdesk. If I'm well informed they are working on it. Review Source SPD Santiago Pérez D. Indigo Remote Support Engineer for UK & Ireland market Internet Used the software for: I used a free trial ### "Freshservice gives very accustomized service" October 24, 2022 5.0 Pros Customer support is great, it is ease of use, and has very nice layouts in general. Cons For helpdesk customization some improvements are needed. Review Source MM Michael M. Network Manager Information Technology and Services Used the software for: ### "Great product easy to use!" August 12, 2014 4.0 Freshservice has been really simple to setup and is extremely easy to use. We liked the idea of being able to create tickets, by simply sending an email to our helpdesk. We are also planning on implementing the asset management portion of the program shortly. I would defiantly recommend this program. Michael Mejia J.K Residential Service Inc. Cons None so far! Review Source EH Emily H. HR Recruiter Used the software for: Less than 6 months ### "very helpful for work flow and issue management" December 7, 2017 4.0 Pros you can Automate how you track common issues and requests all in one central place, route tickets across multiple departments. Creates unlimited User Defined fields and sets up as many processes as you need. You get detailed reporting, assign issues to the right team member, and view progress all in one tracking application. Cons Sometimes we'll get customers that want to compliment or make a complaint another employee. At times we couldn't find the employee in system to assign the complaint properly. I would find the employee in our employee database no problem, but I just couldn't pull them in the Feedback tool. Review Source RC Rich C. IT Manager Used the software for: Less than 6 months ### "Simple to use. Great alternative to Salesforce." March 28, 2018 5.0 Pros Very simple and intuitive interface. Also simple to configure. I don't feel overwhelmed like I do when looking at Salesforce. Cons It seems like they could use some more URL query-string functionality like searching by query string for easier integration to our other systems. Review Source SB Spencer B. Software Engineer Computer Software Used the software for: 6-12 months ### "Freshservice Review" September 25, 2018 4.0 Pros What I like about this it is easy to use, very user friendly. And it also has a free plan who supports the huge number of users. Cons Not as much major complain so far. I just like to improve the design and a bit laggy and I would love it to have a more accessible mobile app. Review Source AY Azri Y. IT Engineer Used the software for: Less than 6 months ### "It pretty much help us keep track with the task at hand as well as what being done by our colleague " March 29, 2018 4.0 Pros Easy to be use and navigate Ticket being stacked nicely and can be merge unlike some other ticketing services Cons Lack of remote service integration unlike Freshdesk Lack of customization for Canned Response placeholder Lack of customization for Service Catalog items Review Source KZ Kathy Z. Programmer Analyst Used the software for: Less than 6 months ### "Easy to setup and begin using." April 4, 2018 5.0 The ability to maintain and manage tickets in-house. Pros User friendly, ability to setup and customize Freshservice without training, and support is outstanding. Cons Would like to see some added features like the ability to add an event (not just a task or change) to the calendar. Review Source ML Merlinda L. Program Manager/Systems Specialist Used the software for: Less than 6 months ### "User friendly" May 1, 2018 5.0 Pros Track what agents are working on and from which departments are submitting tickets. Users and submit tickets via email. Cons Does not show total of all tickets (open and closed) on dashboard. Due date does not update when estimated completion date is updated. Review Source AB Ayush B. Network Admin Used the software for: Less than 6 months ### "Haven't used it much yet" March 28, 2018 4.0 Pros Easy to manage ticket, hardwate, software and changes we so. Everything is at one place. Don't have to go to different sites . Cons The user interface could have been better. Still a lot of issues with integrations which I believe will be fixed soon Review Source EB Erik B. It-consultant Used the software for: Less than 6 months ### "Good interface support tool with great tweakabilities" February 27, 2018 5.0 Pros The overview of all cases that comes in and the ease of getting a good look over where the support resources should be placed. Cons The ability to change details in the support portal for the customers. And even more detailed information in mails etc. Review Source HS Hemwantie S. Intern Used the software for: Less than 6 months ### "Freshservice allows to include more categories in tickets when creating them." May 21, 2018 5.0 Pros Freshervice allows for many categories as well as sub-categories such as "hardware, software" and then "MOS office, windows, etc." Cons Freshservice will not let you close a ticket if certain categories are not filled in such as the materials used. Review Source VL VENKATA L. Sr JDE Analyst Logistics and Supply Chain Used the software for: Less than 6 months ### "Freshservice is Good" January 22, 2019 5.0 We just started using it and no issues so far. We use it for ticketing system and never faced a problem so far.. For the money paid, I think Freshservice is a good product. Pros The UI is good and easy to learn. The Ease of use is good. Cons Didn't find much to complain or vine about. Review Source JT Jon T. President Used the software for: ### "Freshservice is great" March 11, 2014 4.0 I have spent the past year looking for a good IT ticketing system and finally came across Freshservice. There are many solutions out there, but FreshService was completely cloud based, easy to use and were rapidly adding features to my liking. While there are a handful of features I'd like to see moving forward, the dev team has acknowledged all my requests and a few of them have already been added since I started using them. This software is certainly going places and I recommend anyone to take a look if you need an IT specific support desk. Review Source CA Christian A. CIO Financial Services Used the software for: Less than 6 months ### "Nice and easy!" June 13, 2017 5.0 Pros Great support, easy to use, useful mobile app, reasonable pricing, full ITIL standards / process implemented Cons Missing workflow functionality, some customizing features could be easier to understand, some poor translations into German Review Source TH Tom H. SOP Database Admin Used the software for: Less than 6 months ### "Quick Efficient and very helpful :)" February 15, 2018 5.0 Pros Streamlined experience and improves efficiency in productivity. It has improved the way I work on a daily basis Cons A few minor details such as changing font in email signatures but that is a very minor issue and barely even a problem. Review Source GL Gabriel L. Finance Manager Non-Profit Organization Management Used the software for: 6-12 months ### "I can't believe what they give away free!" October 13, 2016 5.0 We needed something quite simple, but Freshdesk has loads of features, and their free version is very generous. Their apps work well as well as the web app. I highly recommend the it for use as a helpdesk. Pros Price, simplicity of the UI, features Cons Haven't found any yet. Review Source LB Louis B. IT operations head Information Technology and Services Used the software for: 6-12 months ### "Excellent" March 1, 2018 5.0 Pros ease of use and price and great support service, support responds fast and correctly to any queries. Very accurate with solutions and understands the software very well. Assistance from support is friendly and helpful. Review Source RC Randy C. Facilities Manager Entertainment Used the software for: Less than 6 months ### "I use FreshService for Facilities Management. It was very easy to set up for use this way." March 28, 2018 5.0 Pros Easy to set up and deploy as a facilities management helpdesk. There was almost no training for my customers. Cons Reports are sometimes hard to figure out requiring a call to support for design issues. Sometimes confusing. Review Source VC Vanking C. IT Technician Used the software for: Less than 6 months ### "So far it seems like it works well and is relatively straight foward" May 23, 2018 4.0 Pros This product runs smoothly, I wasn't in the team who made the purchase, neither was I in the original team who set up the program but I am editing it to fit some other needs we require. Cons The product is not as customizable as I thought it would be. I need multiple forms for different use cases not necessarily just one form, the dynamic feature does help but I don't like the work around that I'm being forced to do in order to achieve what I want. If I could add my own custom css/html/php it would be nice, though I have not tried i'm sure it's not a capability. Review Source CP Cristina P. Secretary to Director of Technology Used the software for: Less than 6 months ### "We use Freshservice as our Tech Help Desk solution in our school district and it's working out great" April 12, 2018 5.0 Pros We chose Freshworks for its ease of use and ability to re-route tickets to the proper party/channel. Cons I haven't found anything that I don't like! So far the experience with Freshservice has been a positive one. Review Source Nick G. Business IT, Infrastructure, Cloud and Virtualisation Consultant Information Technology and Services Used the software for: Less than 6 months ### "null" October 12, 2016 3.0 Review Source Talk to a Capterra advisor for free and get results within 15 minutes.