# Page 3 | Freshservice Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 3 - 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 3 - Reviews of Freshservice ## Showing most helpful reviews Showing 51-75 of 695 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use VJ Viviana J. Helpdesk Computer Software Used the software for: 1-2 years ### "FreshServices es una gran herramienta." January 15, 2026 4.0 En general la experincia ha sido muy buena, ha sumado mucho en mi operación. Quisiera mejorar en los puntos mencionados anteriormente. Pros Me ha gustado mucho poder tener automatizaciones con los workflows y la interfaz grafica de gestion de tickets. Cons No me gusta que tiene limitantes grandes en la generación de informes y métricas en cuanto a las interacciones indiviudales de cada usuario sobre los tickets. Ya que sólo se obtiene información del agente asignado finalmente al ticket. Pero a veces varios agentes apoyan un mismo ticket. Por otro lado, no me gusta que los articulos no se pueden filtrar u organizar por fecha de creación y fecha de publicación, eso retrasa mucho la gestión de articulos. Switched from [HubSpot CRM](https://www.capterra.com/p/152373/HubSpot-CRM/) La herramienta anterior me limitaba mucho Review Source ARS Abdul Rehman S. Director Information Technology - Service Delivery and Engineering Information Technology and Services Used the software for: 1-2 years ### "User-Friendly ITSM Solution with ease Automation" March 24, 2026 4.0 Overall, my experience with has been very positive. It has helped streamline our IT service management processes, improve efficiency through automation, and enhance visibility across operations. The platform is reliable, easy to use, and has supported our growing requirements effectively. Pros User-friendly interface, strong automation for ticketing and SLAs, and excellent asset management/CMDB capabilities. Cons Customization can be somewhat limited for complex workflows and reporting needs. Some advanced features require additional configuration, and pricing is on the higher side as you scale Review Source NO Nathalie O. Scrum Master IT Non-Profit Organization Management Used the software for: Less than 6 months ### "nice tool for ticketting software and more as soons as possible" February 13, 2026 5.0 stands out as a robust ITSM solution that balances user-friendly design with deep technical flexibility. During my recent implementation, I leveraged its capabilities to build high-performance custom workflows that required precision and scalability. While the platform offers extensive "out-of-the-box" features, its true power emerged when I integrated custom code. The scripting environment allowed me to bypass standard limitations, ensuring that complex logic and API integrations functioned flawlessly. Everything worked exactly as intended, proving the platform's reliability for developers who need to push boundaries. Furthermore, I explored the newly released journeys/paths, which significantly enhanced the user experience. These updated pathways streamline navigation and automation, making the transition from manual tasks to automated sequences feel intuitive. For any team looking to blend custom coding with modern automation, Freshservice provides a solid, dependable foundation. Pros stands out for its intuitive interface and powerful automation features, which significantly reduce manual workload. I particularly appreciate its easy integration with various ITIL processes, making service management seamless and modern. Especially its no-code approach. Cons When "no-code" isn't an option, you must write basic scripts to bridge gaps. This usually involves: API Integration: Writing few lines of Python or JavaScript to fetch data. Webhooks: Configuring triggers to automate notifications. Custom CSS: Tweaking styles for a unique look. While slightly more complex, coding offers total control over your service's behavior. Review Source RV Rahul V. Sr. Manager Information Services Used the software for: Less than 6 months ### "Clean and practical solution for ITSM" March 29, 2026 4.0 My overall experience has been great. It helps keep support requests organized and improves response time. The system is reliable for managing incidents and service requests, and it reduces confusion compared to handling things manually. Once everything is set up properly, it becomes easier to manage workloads and track progress. It has definitely helped improve our internal support process. Pros makes it easy to manage day-to-day IT support without much complexity. The interface is simple and doesn’t take long to get used to. Ticket handling is smooth, and features like automation and SLA tracking help reduce manual follow-ups. It also gives a clear view of ongoing issues, which helps the team stay organized. Overall, it works well for handling support operations in a structured way. Cons One thing I noticed is that some advanced features take time to configure properly, especially when setting up workflows or reports. It’s not difficult, but it needs some initial effort. Also, pricing can feel a bit higher when compared to similar tools, depending on the plan you choose. Review Source SB Shivraj B. IT MANAGER Mechanical or Industrial Engineering Used the software for: 2+ years ### "A Versatile ITSM Solution for Long-Term Business Growth" January 15, 2026 5.0 I have been using for over five years as both an IT agent and an administrator. I’ve made many customizations based on our business requirements, which have been very beneficial for our company. It is a truly great product with excellent service. Pros 1\. Customisation is very easy without any coding. 2. Analytics option is also great features. 3. Smart filtering options Cons 1\. Agent responses are not coming while exporting the tickets. 2. Descriptions field for service tickets is not proper Review Source Nathan E. Systems Administrator Hospital & Health Care Used the software for: 2+ years ### "Freshservice" October 2, 2025 4.0 Pros I liked to layout of the ticketing system and how easy it is to go back and look at previous tickets, I also like the Reporting and tracking so i can keep on top of the work that my staff to. There is also a lot of integration into Cons Maybe the filters but they aren't too bad once you get used to them, my staff often will have filters set to open, their tickets and unassigned so if i have a staff member away no one will look at their tickets unless i flag it with then, but again this is more of a user issue than software Review Source JM Jean-Yves M. IT Manager Building Materials Used the software for: 2+ years ### "Good experience with Fresh" January 26, 2026 5.0 Esay to implement end to expand. It is not only an IT tool, it is rather easy to put in some key user hands. Pros is easy to customize and can be easily adjusted to the usage in many departments requesting task follow-up (IT, Human Ressources, Maintenance department, ...) Cons Perhaps the licencing model is a bit complicated, and could be a difficulty if you want to extend your number of people in charge of ticketing management Review Source TZ Tarik Z. IT Health, Wellness and Fitness Used the software for: 2+ years ### "Efficient ITSM Platform with Strong Automation and Reporting Capabilities" April 1, 2026 4.0 Overall, has been a reliable and efficient IT service management platform. It has helped streamline incident management, improve SLA compliance, and enhance team productivity. While there are some areas for improvement, it remains a strong choice for organizations looking to mature their ITSM processes. Pros The automation capabilities and workflow customization are the standout features. Combined with strong reporting and asset management, it provides a comprehensive ITSM solution. Cons Pricing can be a barrier for smaller teams, and some advanced configurations (especially API-related or complex workflows) require deeper technical knowledge. Reporting could also be more flexible. Review Source AL Alexander L. Senior Systems Administrator Computer & Network Security Used the software for: 2+ years ### "Best ITSM tool on the market" February 12, 2026 5.0 Overall, I have loved using . Getting users to submit ticket is painless compared to our old Dynamics based in house ticketing tool. Pros is not over-architected like some products, and it’s simple and easy to get using right away. The interface is clean, straightforward, and doesn’t require a lot of training to become productive quickly. Cons Custom workflows can be a little limiting on the base tier, especially if you need more advanced automation, but nothing show stopping. For most standard ITSM needs, it still works well overall. Switched from [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/) Too limited the ITSM program we wanted to run here. Review Source TK Tejan K. Sr IT Infra Executive Information Technology and Services Used the software for: 2+ years ### "Excellent tool to use helpdesk and ticketing tool purpose " April 17, 2026 5.0 Overall experience is very good but services is more complicated to non technical person we suggest to freshserve team please check the portal for user friendly for non technical person if you are tech person this product is good for you. Pros We Used in our company the product is team collaboration and we manage easly ticket management and we costimiz the roles and flow it will very help and good services we giving customer support to clients and clients are also happy to use ticket system Cons as per the comparative the product services are more expensive to others and more ticketing portal is now complicated to use but it is usefull for client. Review Source BF Brandon F. Service Desk Supervisor Construction Used the software for: 2+ years ### "Simplifying IT Support with Freshservice: My Experience" July 22, 2025 5.0 I was completely new to when we rolled it out back when I was at Blue Ridge Power from 2021 - 2024. We didn't have a ticketing system at the time and were definitely enterprise level so we needed something to accommodate our size. Freshservice was an excellent product that we were able to integrate into almost every aspect of our business. While it was mainly a IT platform, several other teams used it. It's a great product that I highly recommend. Pros was a big help in modernizing our Help Desk platform and setting up requests for our end users. I really enjoyed the metrics portion of the platform as I could create reports on different metrics through my department. Cons They were certain aspects of the metrics that I didn't understand. In particular, there were smaller percentages highlighted in green and/or red that didn't make any sense to me when adding different metrics to my report. Alternatives considered [NinjaOne](https://www.capterra.com/p/184229/NinjaOne/) Reason for choosing Freshservice We chose because it was more in depth and had way more features. Review Source FA Frank A. Digital Services Manager Higher Education Used the software for: 2+ years ### "Frank's Review" January 20, 2026 4.0 Very happy with the product overall. The connector apps are very useful - especially for asset matching to vendors warranty sites like with Dell. Pros The Service Desk and Asset Management modules are great to use. It gives better insight into assets. Cons The reporting and analytics are a bit difficult to configure and don't give enough options to do in-depth filtering. Alternatives considered [ServiceNow](https://www.capterra.com/p/254088/ServiceNow/) Reason for choosing Freshservice The price for Service Now was well outside our budget. Switched from [Ivanti Neurons for ITSM](https://www.capterra.com/p/193225/Service-Desk/) Wanted something cloud-based at the time and had the easiest migration path and suitable functionality. Review Source MS Mike S. Sr. Application Analyst Maritime Used the software for: 2+ years ### "FreshService Veteran" January 20, 2026 5.0 I use Fresh Service on a daily basis at work. All activity that I perform is tracked through the tool allowing team members and management to know and understand my progress. Even when I'm away from the office anyone can jump in on a ticket that I'm working on. Pros Easy tracking of issues across various business sectors giving an easy to understand history of open issues and where they are in the development life cycle Cons The grid display focus is on the project name, I would like to see a more dynamic view of the grid where it can be customized to my needs Review Source BR Biannel R. Analista VP Tecnologia Food & Beverages Used the software for: 1-2 years ### "Freshservice is the best !!!" March 16, 2026 5.0 My overall experience with has been extremely positive. It's a robust and reliable platform that has efficiently centralized our IT operations. What I value most is how it combines powerful automation with a user-friendly interface, resulting in much faster incident resolution and a more organized team. Pros What stands out most about is its intuitive and modern interface, which greatly simplifies ticket management without technical complications. It's a powerful yet surprisingly easy-to-use tool, allowing you to improve team productivity from day one. Cons What I liked least is that, due to its wide variety of functions and customization options, the initial learning curve can be a bit steep. However, once set up, the system works exceptionally well. Review Source JC Johnny C. Support Engineer Computer Software Used the software for: 1-2 years ### "Efficient Multi-Department Management Powered by Automation" January 15, 2026 5.0 My overall experience with has been excellent. It has transformed how we handle internal requests by bringing everything into one place. The automation and ease of use across different departments have significantly increased our productivity, making it a vital tool for our daily operations. Pros What I like most about is its powerful automation capabilities. It has significantly streamlined our workflows. Additionally, I love how easy it is to manage multiple departments from a single platform; being able to switch between functions with just a few clicks makes the entire process incredibly efficient. Cons While the tool is powerful, the initial setup and configuration can be quite complex. It takes some time to learn how to use all the advanced features properly, so the learning curve is a bit steep for new users. Review Source MS Matt S. Systems Administrator Construction Used the software for: 1-2 years ### "A great ITSM service!" February 12, 2026 5.0 Pros The customizability, by far. If you have a different workflow than others, it really works to whatever you want it to be. You can change templates, make whatever workflow rules you want, the IT world is your oyster. I also like the number of extensions/integrations offered, there is a wide amount and they all just work. Cons The lack of customizability for certain things, such as templates. They force you to use certain templates certain ways and refuse to let you change it and leave everything grayed out. I also wish the documentation on things was better. They do provide a guide of the software but having some more info on each section or function as you're looking at it would be nice. Review Source BM Bruno M. VP IT Hospitality Used the software for: 2+ years ### "Great off the shelf for small businesses" March 16, 2026 4.0 Overall a good product. not sure how it will handle multiple groups and departments. How to segregate categories, etc based on groups. Pros It is quick to set up which when having a small team and limited resources comes in really handy. It does have some level of customization which is nice. Cons I am unable to get a support person when having a question or needing help configuring. Sometimes the knowledge base / FAQ is not enough. Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Freshservice cost was cheaper and implementation was quicker. Review Source GB Grzegorz B. IT Support Lead Logistics and Supply Chain Used the software for: 2+ years ### "Strong Core ITSM with Easy Adoption" January 21, 2026 5.0 Overall, was a reliable and user-friendly ITSM platform. It covered core service management needs well, was easy to adopt, and helped streamline ticket handling and automation, though more advanced customization and reporting had some limitations. Pros Intuitive, user-friendly interface with a short learning curve. Strong ticketing and workflow automation, good SLA management, and solid reporting. The self-service portal and knowledge base were easy for users to adopt. Cons Reporting and analytics were somewhat limited without customization. Advanced workflows and configurations could become complex, and some features required higher-tier plans to unlock full value. Review Source TB Tom B. Servicedesk Manager Pharmaceuticals Used the software for: 2+ years ### "a lifesaver" February 27, 2026 5.0 Excellent. it is a core part of how we support users. is widely used in a number of area including IT, Facilities, Quality. Pros has provided a simple to use uncluttered interface for our users, once tickets are received we have used task and workflows to minimize actions needed by agents on follow up/ Cons One area that I find difficult to use is the reporting. While there are a number of example/templates it can be difficult to make changes. Alternatives considered [ServiceNow Customer Service Management](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/) Reason for choosing Freshservice closer alignment to our needs, best cost model Review Source TM Thomas M. IT Systems Administrator Transportation/Trucking/Railroad Used the software for: 1-2 years ### "Freshservice is Fresh !" February 12, 2026 5.0 From an admin perspective, it offers solid control over workflows, permissions, and asset management, which makes it suitable for growing environments. Pros The interface is clean which makes adoption much easier across technical and non-technical teams. The automation features save a lot of manual effort and reduce human error. Reporting and dashboards provide good visibility without needing deep customization. Cons Pricing increases quickly as you add agents or require premium features. Some workflow automations require workarounds for more complex logic. Reporting, while good for standard use, can feel restrictive if you need highly granular or cross-module analytics. Review Source KG Kevan G. Software enginner Computer Software Used the software for: I used a free trial ### "Efficient and User-Friendly IT Service Management Solution" May 6, 2026 5.0 Overall, my experience with has been positive. It has significantly improved our team's efficiency in handling tickets and managing IT services. The platform is user-friendly, reliable, and helps streamline workflows. While there are a few areas for improvement, especially in reporting and pricing flexibility, it remains a strong choice for organizations looking for a robust service management solution. Pros offers a clean and intuitive user interface, making it easy to navigate even for first-time users. The ticket management system is highly efficient, with automation features that reduce manual effort and improve response times. Customization options are flexible, allowing teams to tailor workflows according to their needs. Customer support is responsive and helpful, which adds to the overall reliability of the platform. It also provides good value for money considering the range of features offered. Cons Some advanced features and customizations can be complex to set up initially and may require a learning curve. Pricing can increase significantly as you scale or add more features. Reporting and analytics, while useful, could be more detailed and customizable. Review Source AC Ante C. IT Project Manager Warehousing Used the software for: 6-12 months ### "Fantastic Service and Product" March 19, 2026 5.0 Love it. I have recommended it to many. Simply one of the easiest to launch and get going. Easily configurable, and the analytics are great and easy to share. A lot of insights available that require little effort. The export features of reports make weekly reporting a breeze. Pros Customer Support is fantastic. They are always going above and beyond and I really appreciate the updates. Cons The CMDB and PO need to support approvals and attachments before saving, and the flows need to be more intuitive. Alternatives considered [ManageEngine Patch Manager Plus](https://www.capterra.com/p/179288/Patch-Manager-Plus/) Reason for choosing Freshservice Ease of use. No real requirement for external interaction during setup allowing us to configure and learn the product as we went through the configurations. Review Source CC Carlos C. IT Helpdesk Owner Consumer Goods Used the software for: 2+ years ### "Fresh Service rocks!" March 12, 2026 5.0 I can just recommend it. It's very user friendly compare to other ticketing systems I've work with before. Pros I like a lot that is so user-friendly. Very easy to find all the tools I need for a day to day workload. Cons Sometimes the third party tools present some issues like the TeamViewer connection to the tickets for example. Review Source AM Akash M. IT Manager Furniture Used the software for: 2+ years ### "Best for IT ticketing " April 10, 2026 4.0 Overall me and my team has very good feedback . With fresh service we are handling tickets very efficiently. Pros Easy in use also amezing features alo whenever we require help support is allways available.easyly track tickets and reports Cons I am looking for the More AI features also cost also little higher. Also sometime it goes slow to get report emails. Review Source GP Gabriel P. It service manager Financial Services Used the software for: 2+ years ### "Great tool not so great service" June 22, 2025 5.0 The tool is great and am really happy with it, what i would reccomend is more AI features that actually work and be more productive. Pros Its integrations and automations made our team more eficient. Also the approvals part was a good selling point to jump to in a point. Cons Their service and success managers have a lot to improve. After being a client for years they are not open to negotiating license costs. Switched from [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/) Approvals, automations and API integrations 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.