# Page 4 | Freshservice Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 4 - 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 4 - Reviews of Freshservice ## Showing most helpful reviews Showing 76-100 of 695 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use tG tyler G. IT Operations Coordinator Higher Education Used the software for: 2+ years ### "Very happy with this software suite been using for years and it scales very well." January 5, 2026 5.0 Very Happy with this software we have been using it for years and plan to continue using it going forward. Pros easy to use and administer and users like a one stop shop. We have been using this for multiple years and would have a hard time switching. Cons inventory management could be better but overall this software is very feature rich and can do a lot. Switched from [ServiceNow](https://www.capterra.com/p/254088/ServiceNow/) ease of use for end users and configuration for admins. Review Source MA Mohammed A. Operation Executive Information Technology and Services Used the software for: 6-12 months ### "“A Modern, Intuitive ITSM Platform with Powerful Automation”" March 17, 2026 5.0 Freshservice delivers ITIL‑aligned processes with a modern, cloud-first approach, making deployment easier than with legacy ITSM tools. Pros 1\. Extremely easy to use — both for agents and admins 2. Powerful workflow automation that reduces manual work 3. Modern, cloud‑based ITIL‑aligned platform Cons What I liked least about Freshservice is that some workflows and integrations can feel rigid, and advanced reporting sometimes requires extra effort to get right. Review Source VR Verified Reviewer Delivery Head Banking Used the software for: 1-2 years ### "Recommended FreshService" September 6, 2025 5.0 overall good experience no issues at all AI assistant adds real value . It is really worth as service operations and management in one solution provided. Pros Its having now AI capabilities and user friendly interface and another point is strong feature regarding third part integration. Cons Asset management is more comprehensive and reporting capabilities if increased then it is more convenient Review Source BC Brayden C. IT Architecture & Planning Used the software for: 1-2 years ### "One of the best ticketing platforms" March 16, 2026 5.0 Freshservice has been a reliable and intuitive ITSM tool for our team, streamlining tickets and automating workflows. Pros Fresh service is easy to use and has a nice UI. I like all the automations you can set up to eliminate a lot of the manual work. Cons Honestly, I don't have any real complaints. The platform has consistently met our needs and works well for our team. Review Source AM Amul M. Sr. IT infrastructure Manager Information Technology and Services Used the software for: 2+ years ### "Good Product Good support" March 20, 2026 5.0 we are using MSP plan, and we have very good experience I got all my report as i wanted to check my KPI Pros Simplicity of product, easy to understand the features, get all reports whenever we require so we can monitor performance Cons I think feature wise there is no problem, but I think cost is very high compared to other products I want to update my plan, but costing is the bottle neck Review Source RS Rajesh S. Team leader IT support Computer & Network Security Used the software for: 1-2 years ### "Very effective tools for IT " March 30, 2026 5.0 Overall Experience are very good and user friendly 100% in my organization and everyone are happy to use. Pros Easy to use (make any changes are very useful) and instant support from the team also report are very usefull Cons I think most of thigs are good only challenges are that costing is too high and no AI support in basic plan Switched from [greytHR](https://www.capterra.com/p/150850/greytHR/) No reports, No support not affective also not user friendly Review Source CT Cameron T. IT Service Desk Analyst Financial Services Used the software for: 6-12 months ### "The Best IT Service Management Tool!" February 12, 2026 5.0 FreshService has been great for our organisation and has been the backbone of our IT Service desk environment, allowing us to triage incidents and keep track of requests effectively. It is a great tool and I'm looking forward to future enhancements. Pros Fresh Service has been a great IT Service management tool for our organisation, as it gives our users a centralised location to report problems to via our own intranet portal, meaning they can report issues effectively and securely which allows us to monitor problems and respond to incidents easier. Cons I would say that FreshService is a very complete service management tool, but I think there could be a broader range of customisation available to enhance the system and make it more accessible to everyone. Review Source SG Stephen G. IT Manager Utilities Used the software for: 6-12 months ### "Good value but could go further" October 14, 2025 5.0 Overall we have been happy with our implementation of Freshservice. There are many features that we need to spend time on to get working how we want. Its not quite 'out of the box' ready compared to a few other products, but the price reflects this. Pros Quick and easy to setup and get running. Can link to our Azure to intergrate users and devices. Support has been quick ans helpful when needed. Cons The interface does seem a little basic and has and old style feel. Advanced features take a while to get working. Alternatives considered [Datto RMM](https://www.capterra.com/p/213158/Datto-RMM/) Reason for choosing Freshservice The price was better fornour requirements. Review Source NE Niels E. IT Coordinator Food Production Used the software for: 6-12 months ### "Good ticketing tool!" February 17, 2026 4.0 The tool fits the needs of our organization, and allows our IT department to work efficiently. I would give it a 8/10. Pros The ease of usage and the price of the product. Freshservice has a great support that takes action when needed and is reachable. Additionally, the tickets allow us as an organization to prioritise the needs of the employees with ease. No more forgetting a problem a user reported. Cons I miss certain features in the product, like ability to remove default status fields, and the ability to change the lay-out further than the default. Review Source NT Nate T. Sr SysAdmin Marketing and Advertising Used the software for: 1-2 years ### "Great platform for IT support teams!" March 24, 2026 5.0 great, we use it everyday and it also integrates with our cloud apps and slack chat well. Frequent updates and innovations. Pros ease of use - intuitive interface team collab - realtime indicators that another team member is addressing something Cons Sometimes notification emails will double up or we had accidental email loops created with our workflows but this was mostly self created. Review Source FF Faisal F. Facilities Manager Telecommunications Used the software for: 1-2 years ### "Great Fresh services Experience." February 15, 2026 5.0 very good experience and the tasks and workflow Management is just remarkable, very happy with the experience Pros It has been a Value for Money with great Customer Support and any Bugs and Issues are resolved with great efficiency and clarity Cons nothing much we face, any trouble is resolved on priority with round the clock support and resolutions for any customised usage required Review Source RS Ranjithkumar S. Assistant Manager IT Non-Profit Organization Management Used the software for: 1-2 years ### "Cost worthy product" April 30, 2026 5.0 So far good enough to manage all user and issue via this tool can help me to sort out issues instantly Pros Easy to understand and guide the each user's. They can raise ticket also very easy on mobile app or email so good!. Cons For now nothing is there. for basic license they have removed some features can be also added would be good. Review Source AW Adrian W. Head, Digital Strategy and Planning Oil & Energy Used the software for: 1-2 years ### "An ITSM tool that just work." January 16, 2026 5.0 Very good experience and will promote it. The support is friendly. The support page, however, can be further improved and updated. Pros It is value for money and fit for purpose. It has almost all the features and modules required for ITSM. Cons The role/permission assignment is not clear. Meaning we have to guess which role is required to access which feature. Alternatives considered [ServiceNow](https://www.capterra.com/p/254088/ServiceNow/) Reason for choosing Freshservice Value for money and easier to configure and use. Review Source GA Gideon A. IT Operation Technician Information Technology and Services Used the software for: 1-2 years ### "Love this platform" January 15, 2026 5.0 I love using fresh service. I use it every day for work and I haven't got tired of it. I used other ticketing systems, and this one is the best by far. Pros It's super simple to use. Even if its your first time using it you can navigate the site very easily. Cons There are a lot of settings so it could be hard to know everything that's possible. Sometimes it could also be slow. But also, that could just be my Wi-Fi. Review Source FR FRANCHECA R. Coordinador de la demanda de TI Consumer Services Used the software for: 6-12 months ### "simplicidad ágil" March 19, 2026 5.0 la facilidad de uso, la interfaz es clara y amigable, lo que me permite que la persona sin experiencia técnica puedan adaptarse rápido. Pros la facilidad de su uso , destacando cómo simplifica la gestión de tickets y mejora la productividad. Cons Hasta ahora la parte que manejo me parece muy interesante la interfaz es intuitiva y las funciones de automatización hacen queme sienta práctico desde el primer uso. Review Source VR Verified Reviewer Admin Accounting Used the software for: Less than 6 months ### "Easy-to-Use and Efficient IT Service Management Tool" May 9, 2026 5.0 My experience with Freshservice has been very positive. It helped streamline IT support processes and made managing service requests much more efficient and organized. Pros Freshservice is user-friendly and makes managing tickets, requests, and IT support tasks very organized and efficient. The interface is clean, easy to navigate, and helps improve response times. Cons Some advanced customization options could be more flexible, but overall the platform works smoothly and is easy to learn. Review Source Jeremy V. Field Supervisor of Inspections Construction Used the software for: 1-2 years ### "Pros and cons of Fresh Service " April 20, 2026 5.0 Almost every time we use this application it works flawlessly. It helps bridge the gap between IT and or office/field staff. Pros Love how this app helps bridge the gap between all office users and IT staff. We can have an application that can streamline the communication between the two. Cons IT sometimes does not see the request that has been initiated in the program it self. Not sure if this is a server issues. Review Source Martin R. IT Systems Enginner II Banking Used the software for: 1-2 years ### "Great Solution with great features! " January 2, 2025 4.0 Great support, great price point. We love being able to make support requests so simple to open and work on across the company. Pros Cost effective service desk tool loaded with great tools and features. Cons Some smaller interface issues. Also, could provide more granular control of custom graphs and data points for dashboards. Alternatives considered [NinjaOne](https://www.capterra.com/p/184229/NinjaOne/) Reason for choosing Freshservice Better user interface, great price and top notch support. We also appreciate how easy to use the solution is. Switched from [KACE Systems Management Appliance](https://www.capterra.com/p/10015179/KACE-SMA/) Poor support and hard to use interface. Updates were a pain and searching for data was a nightmare. Review Source SK Simranjit K. Admin Health, Wellness and Fitness Used the software for: 6-12 months ### "From experience " October 16, 2025 4.0 Pros Ticketing system is easy to use and set up. Give option to have knowledge base and photos in it to refer Cons most of features costs extra like on onboarding and offboarding, could have better customer support experience from them Review Source NB Norman B. Director Technology Strategy at TELUS Information Technology and Services Used the software for: 1-2 years ### "I use Freshservice" September 24, 2025 5.0 I use Freshservice to manage IT support and track internal requests. The tool organizes tickets well and makes daily tracking clearer. Pros The interface is easy to understand, with useful features like automation, knowledge base, and deadline tracking. Dashboards provide a good overview and help better organize teamwork. Cons At first, setup takes a bit of time. For small teams, some options may feel too advanced and are not always used. Review Source CW Colter W. Developer Automotive Used the software for: 1-2 years ### "Fix Scheduled Workflows" December 9, 2024 3.0 There are some minor quirks about the platform, but it mostly does what it claims. Pros Ticket tracking and management is very good; I like the ability to merge tickets. Cons The scheduled workflows have been completely non-operational since we have begun using Freshservice. Alternatives considered [Jira](https://www.capterra.com/p/19319/JIRA/)[Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Freshservice Freshservice was the cheapest option with the features that we needed in a ticketing system. Review Source MR Marielle R. Responsable Service Client Telecommunications Used the software for: 1-2 years ### "C’est formidable de l’utiliser " August 7, 2025 5.0 J'aime Freshchat pour toutes les fonctionnalités qui permettent à nos abonnés de communiquer facilement avec nous. Pros Ce que j'aime le plus c'est leur support client. Ils sont disponibles quand on en a besoin et offrent toujours une assistance immédiate. Cons Je suggérerais l'ajout de certaines fonctionnalités avancées, d'améliorer également le système de notifications. Review Source JT Jake T. IT Administrator Food Production Used the software for: Less than 6 months ### "Freshservice Rocks" October 21, 2024 4.0 Overall, Freshservice is an incredible tool that helps simplify a lot of tasks related to ITSM. It still needs a bit more in terms of features, which I know the developers are constantly working on, and then it would be a 10/10. Pros Very customizable, support was fantastic and the pricing is good. Development team is still actively pushing out new updates all the time Cons Still missing features that would be useful. Alternatives considered [Jira](https://www.capterra.com/p/19319/JIRA/)[EV Service Manager](https://www.capterra.com/p/124331/EasyVista/)[ServiceNow](https://www.capterra.com/p/254088/ServiceNow/) Reason for choosing Freshservice We found that the price and services fit the company better. Switched from [EV Service Manager](https://www.capterra.com/p/124331/EasyVista/) Using an old version of EasyVista, we needed to upgrade and we made a comparison between a few products and decided upon Freshservice. Review Source DC Destiny C. Desktop Support Technician Construction Used the software for: 2+ years ### "Most Comprehensible Ticketing System" November 25, 2024 5.0 FreshDesk is the first and only ticketing system our company is utilizing and it has made handling user requests so much easier. The workflow feature helps to easily divide tasks between IT staff. Pros Freshservice really streamlines both the end user and IT experience. Even the least advanced users find it easy to submit tickets, and the layout is simple and comprehensible. The leaderboard and achievements features allow IT staff to evenly distribute workload as well as give users an incentive. Cons I have no dissatisfaction to report with Freshservice. Review Source EW Evelyn W. IT Assistant Construction Used the software for: 6-12 months ### "The best helpdesk platform" May 7, 2025 5.0 Freshservice is the best helpdesk and ITSM platform our team tried so far. We picked it for the one dashboard that shows ticket status, assets and service catalog together, nice to track everything in one look Pros They tag new tickets, auto‑close solved ones and send quick CSAT without extra clicks. Reports page lets you drag widgets, build charts fast, and the change‑calendar puts planned work neat on timeline Cons It’s hard to remember where each toggle hides, and agent roles miss fine restriction so juniors still can edit fields we want locked. Mobile app also feels slow when the ticket list get long, needs refresh couple times to load 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. 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