# Page 5 | Freshservice Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 5 - 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 5 - Reviews of Freshservice ## Showing most helpful reviews Showing 101-125 of 695 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use MJ Michael J. Digital Marketer Information Technology and Services Used the software for: 6-12 months ### "Review of Freshservice" May 17, 2025 5.0 Use to manage IT tickets, incidents, and internal requests. The platform is smooth and well-designed, making team coordination easier. Pros Clear interface, fast ticket processing, and helpful automation that lightens daily work. Good integrations with Slack and Microsoft Teams. Cons Initial setup can be time-consuming, especially for deep workflow or form customizations. Some advanced features are locked behind higher-priced plans, which may limit smaller teams. Review Source ML Mathieu L. Recruiter Information Technology and Services Used the software for: 2+ years ### "A great ticketing tool !" March 7, 2025 5.0 I'm having a great experience using - as I said, it's very easy to use and intuitive so it's really easy to incorporate it into your workflow. Pros is very easy to use and the interface is intuitive. It's easy to submit ticket, collaborate (you can cc people on your team or outside for visibility) and track the progress. Cons Nothing I would highlight for the time being - it's really my go-to tool to collaborate with other departments. Review Source AV Anirudh V. Marketing and Strategy Specialist Education Management Used the software for: Less than 6 months ### "Marketing Specialist" April 14, 2026 5.0 Pros stands out for its very intuitive UI and well-thought-out UX, making it easy to navigate even for new users. The platform keeps complexity low while still offering powerful features, which helps teams adopt it quickly. Overall, it simplifies service management without overwhelming users, improving efficiency and usability. Cons Advanced customization options can feel limited for more complex or highly specific workflow requirements. Review Source ES Ellie S. Senior Marketing Campaigns Lead Education Management Used the software for: 2+ years ### "Good IT Ticketing System" April 24, 2025 4.0 Pros I liked how it was easy to submit and track IT tickets, and I always knew what the status was Cons I didn't love the user interface, and I found it tough to unsubscribe from emails Review Source LM Lachlan M. IT Manager Information Technology and Services Used the software for: 6-12 months ### "Freshservice was helpfuf" May 14, 2025 5.0 Nice for tracking IT tickets and changes, everything stays in one place and it’s easy to follow who’s on what Pros The interface is clean but sometimes too many clicks just to update a small thing or move a ticket Cons Automation rules help a lot but setting them up needs trial and error Review Source TW Tim W. IT Health, Wellness and Fitness Used the software for: 2+ years ### "Gets the job done" December 12, 2024 4.0 Pros Easy to use and performs basic tasks well Cons Not good for inventory management, missing some features Review Source YG You G. Intern Insurance Used the software for: 6-12 months ### "Good Tool!" November 24, 2024 4.0 Overall though, is a very mature platform for change management and IT ticketing, so there really isn't anything much to complain about. Pros They had a very solid API that you can access and write a wrapper around to automate ticket handeling. Cons Some of the pagination features in the API were limiting and the enterprise addition requiring money for extra seats was expensive at times. Review Source KN Kevin N. Learning and Development Admin Information Technology and Services Used the software for: 2+ years ### "Effective and easy to use" October 30, 2024 5.0 Pros Effective and easy to work with. Able to easily work on any type of incident throughout departments Cons Interface is not the most intuitive to navigate. Review Source BD Benjamin D. Integration lead Hospitality Used the software for: 1-2 years ### "Good platform for case management" November 8, 2024 4.0 Very good platform for standard case management Pros Easy to use and our user seem to get along with it well. Cons Lack of integration with some of our other applications. Review Source AW Alex W. Teacher Education Management Used the software for: 1-2 years ### "Freshservice supports" February 2, 2025 4.0 This was reliable and helpful with regards to use for systems. Pros It had an app which was used to support the main product. Cons It was not widely recognised by other staff as being our main use. Review Source AF Angel F. IT Manager Automotive Used the software for: 6-12 months ### "Freshservice is my go-to software for managing all my IT tickets and requests." November 13, 2024 5.0 Pros Easy to use interface with great ticket management functionality. Cons Reporting and analytics features could be more robust and customizable. Review Source AS Ashton S. Help Desk Technician Transportation/Trucking/Railroad Used the software for: 1-2 years ### "A pretty solid tool for managing tickets" September 5, 2024 4.0 , in comparison to the old system we used for tickets, is great. Lots of tools to manage tickets faster. Only issue I've had is with how they made changes to how tickets get get updated. Tickets used to have a "x ticket(s) updated" prompt you could click on, but now you have to refresh to see changes. Also, an option to turn off pop-up notifications under the "get help" window would be nice. I often find those confusing when my tabs have a 1 by them and it isn't for a ticket. Pros has lots of features and tools to make managing tickets easy. Cons Some small bugs/performance issues have been around since my company has been using them (over a year now) Switched from [SysAid](https://www.capterra.com/p/107225/SysAid/) I didn't make the change as I never used SysAid. But my coworkers said that it was being featureless and didn't work great in comparison to . Review Source ES Eusoph S. ITSM Manager Information Technology and Services Used the software for: 2+ years ### "Fresh Service review" August 17, 2024 4.0 I have been using it for almost 4 years and felt in love with it from day one because if its great user experience and easy to use features. Pros Great support team 24/7. Many features that they relevant to an ITSM setup.Always bringing in new features at no extra cost. Cons At times they quick to bring in half bcked features. But must say they are always quick to correct to fix any bugs which comes with a new feature. Switched from [Request Tracker](https://www.capterra.com/p/210595/Request-Tracker/) Because I moved to a new company that was not using the same tool. Review Source VR Verified Reviewer Assoc. Director Non-Profit Organization Management Used the software for: Less than 6 months ### "Helpful way to deal with issues" December 23, 2024 5.0 Very good and very helpful platform to have access to Pros Really helpful for enabling incident requests and service requests Cons Sometime the merging of tickets can be a little confusing Review Source JE Jose E. eCommerce Manager Retail Used the software for: 2+ years ### "Great tool for ticket and sprint management" August 15, 2024 5.0 Pros Easy customizable ticket creation options with automated routing and responses. Good analytics for tracking ticket metrics. Cons Ticket routing automation requires a lot of setup but worth it once complete. Review Source JF Javier F. Partners Responsible Consumer Electronics Used the software for: 2+ years ### "Freshservice is a lifesaver for keeping track of IT issues and requests!" September 25, 2024 5.0 Pros Easy-to-use interface, great for ticket tracking and efficient team collaboration. Cons Reporting features could be more robust, and it lacks some advanced customization options. Review Source IC Ivan C. It Director Information Technology and Services Used the software for: 1-2 years ### "Herramienta Potente de Ultima Generación, con altos estándares" August 9, 2024 5.0 Pros Su forma tan amigable de personalización de la solución, su seguridad. Cons Su integración es un poco complicada, combinar tickets se e hizo dificil. Alternatives considered [Jira](https://www.capterra.com/p/19319/JIRA/) Reason for choosing Freshservice Por su versatilidad y facil personalización. Switched from [Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/) Porque vi que estaba bien valorada en Gartner Review Source MSB Muhammad ShahRukh B. Sr. IT Manager Hospital & Health Care Used the software for: 2+ years ### "An Enterprise-grade IT Management System" July 5, 2024 4.0 helps us drive intelligent decisions by letting us track data and streamline service management across teams using a unified platform for improved visibility and efficiency. Pros is innovative and new features and improvements roll out frequently. Most of the ITSM features are flexible and can be modified to meet the end users' needs. Cons Inbuild Reporting and Analytics are complicated and do not always yield the desired results Alternatives considered [ServiceNow Customer Service Management](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/)[Atera](https://www.capterra.com/p/144309/Atera/)[SolarWinds Service Desk](https://www.capterra.com/p/129478/Solarwinds-Service-Desk/) Reason for choosing Freshservice Covers all aspects of ITSM in a budget-friendly way. Very easy to implement and use. Review Source LT Laura T. Marketing y Designer Computer Software Used the software for: Less than 6 months ### "Freshservice has made managing IT requests a breeze. Highly recommended!" September 20, 2024 3.0 Pros The user-friendly interface and automation features have saved me time and effort. Cons I wish the reporting and analytics capabilities were more robust. Some additional customization options would be helpful too. Review Source PL Pedro L. It Consumer Electronics Used the software for: Less than 6 months ### "Freshservice makes managing IT tickets a breeze, it's so easy to keep track of everything!" September 26, 2024 3.0 Pros The interface is user-friendly and the automation features save me a lot of time. Cons I wish the reporting capabilities were more customizable and the mobile app could use some improvements. Review Source JS Jaclynne S. Receptionist Mechanical or Industrial Engineering Used the software for: Less than 6 months ### "User-friendly and Organized" September 3, 2024 4.0 Pros is how we submit requests for assistance to our IT department. It is extremely user friendly, and the department was able to create solutions that employees could search (like FAQ's) to troubleshoot their own issues prior to submitting a ticket. Once a ticket has been submitted, the IT employee receives an email and is able to respond via that email, shortening response time. Tickets are also able to be sorted/filtered easily, making everything feel organized. Personally, I always dread having to bother IT as I'm sure they are kept busy, so I was grateful the process seemed streamlined for them (from a non-IT perspective.) Cons Luckily, I have not yet had many issues requiring me to submit IT tickets, so cannot say I have experienced a negative. Review Source AZ Ana Z. It Administrative Consumer Electronics Used the software for: I used a free trial ### "Freshservice has made my IT management a breeze. It's user-friendly and efficient." August 16, 2024 4.0 Pros The ticketing system is organized and easy to use. The automation features save me time. Cons The reporting feature could be more customizable. The mobile app needs improvement. Review Source LR Lee R. Application Support Manager Retail Used the software for: 2+ years ### "FreshService - Essential for Ticket Management and ITSM" August 18, 2023 4.0 Change and Release Management have simplified and reduced the number of issues we have had as a business.One of the main benefits is the reduction in work duplication, using ticket assignation we have reduced the possibility of duplicating workloads across the teams. Pros Ticket Management and Change Management are the two areas i appreciate the most. Over the years we have engaged with the Fresh Service support teams and community forums to provide feedback - which has been listened to and implemented in future updates. Cons The alert management profiles and rules could do with an overhaul - at the moment we are having to setup multiple alert rules against a single Alert profile based on the content of the alert.Would be great to generate alert rules based on If / Or / And Statements. Review Source TW Tony W. Senior Systems Support Automotive Used the software for: 1-2 years ### "Freshservice - Great ITSM tools and keeps on improving." January 5, 2024 4.0 I really like and it keeps being improved. They continually innovate and adding AI that can do ticket translations and summaries is really good for us as an international company. Support has been fantastic also. Pros The ease of deployment for was great. We were quickly up and running and the automation features are really good. They have recently also improved the AI capabilities which is good to see and constantly seem to improve the product. Cons Reporting can be complicated. We had issues with line managers trying to create their own reports and then questioning the results as the criteria can be complex to understand. They have inbuild basic reports and these are OK Alternatives considered [ServiceNow Customer Service Management](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/)[ManageEngine ServiceDesk Plus](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/) Reason for choosing Freshservice ServiceNow was excellent but was too costly once we got quotes for this. ManageEngine was not as good at integrating with the platforms that we used and hit the sweet spot between the 2 competing products. Switched from [JIRA Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/) Jira was too complicated and costly compared to the features that you get. Integrations also seemed to cost extra for each integration that you needed. It was not well received by our helpdesk team and they have really loved the change. Review Source VR Verified Reviewer Technical Support Specialist Transportation/Trucking/Railroad Used the software for: 2+ years ### "Efficient and Reliable Support Ticket Management with Freshservice" April 19, 2023 5.0 My overall experience with has been positive, with the platform is easy to use, comprehensive, and efficient. The platform offers a range of features which can be customized to meet an organization's specific needs. Pros Ease of use is the thing i liked most about it. It is very intuitive and easy to use, even for non-technical users.And the ability to include a range of features, including incident management, problem management, change management, and more. Cons Sometimes we haveeienced slow loading times with the platform, which can be frustrating when trying to manage tickets quickly Alternatives considered [Jira](https://www.capterra.com/p/19319/JIRA/) Reason for choosing Freshservice All because of its ease of use. 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