# Page 7 | Freshservice Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 7 - 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 7 - Reviews of Freshservice ## Showing most helpful reviews Showing 151-175 of 695 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use RD Raymond D. IT Specialists Outsourcing/Offshoring Used the software for: 6-12 months ### "SLA Killer" June 11, 2024 5.0 very great, you can close the ticket within SLA, easy to monitor the tickets Pros this toll is very easy to use and manage Cons in my 12 months of use, none so far that I don't like Reason for choosing Freshservice cost-effective, easy to learn and manage the tickets Review Source Shayla B. Human Resources Specialist Internet Used the software for: 1-2 years ### "An excellent customer service tool, Freshservice" February 15, 2023 4.0 We primarily use this system as our IT support ticketing system. The process of getting set up was manageable, and their customer service has been fantastic. Even though we'd like to see more individualization in the HR/IT onboarding requests we've developed, we've already done a lot of the groundwork. We had previously invested in Asset Management but have now abandoned it. You get out of the knowledge base what you put into it in terms of content updates and documentation. Pros Super simple for both IT managers and regular employees to learn and utilize. According on your membership plan, you have access to a wide variety of optional add-ons for your control panel. Extremely flexible, albeit occasionally annoying limitations surface. Cons In comparison to the things it provides, Freshservice's price tag is a touch steep, and the company's support team has occasionally experienced technical difficulties that have slowed its response times. Switched from [PagerDuty](https://www.capterra.com/p/125693/PagerDuty/) The response time from support is good, and the quality is decent. There are many options, both free and for a price, for enhancing one's standard of living. All in all, utilizing our SSO/MFA via Active Directory connectivity and Review Source MS Max S. Systems Administrator Construction Used the software for: 2+ years ### "Everything You Need In A Great Ticketing System" May 20, 2021 5.0 Excellent, see the Pro section. I wished I could paraphrase everything I wrote in that section to garnish this one, but time is limited. Pros There are multiple things that I like about the Freshservice platform. To start, the ticketing system that they provide is an amazing tool to keep track of issues and resolutions. You can easily search for similar issues and select a wide variety of categorizations to organize your problems and resolutions. I love the private note feature as well, we can suggest solutions to specialists working on solving an issue before it is escalated. Something else I liked about FS is their asset management utility. The Freshservice agent that is installed on the computers make it easier for admins to see who is the last person who signed in to a computer. This helpful in occasions where we have to rule out what computer is assigned to someone when we forget to update the asset. Overall, the Freshservice inventory system is the best I've used in my professional career. Now let's talk about my favorite feature - the API. I was surprised to learn that FS had an API. I was able to thoroughly test their API and develop our own apps. Very pleased with this aspect. I also enjoyed using their admin tools to create workflows, notifications, scenarios to automate and make the ticketing solution more effective. Being able to document things here is also very easy. You can add images, create tags, and alter publications from their editor. Never had any gripes with this. Lots to like here! Cons There are actually very few cons. If there is anything bad to say is that I wished the API returned some more relevant results for what I was looking for. For example, I had to jump through a few more requests that I wanted to convert some values to get something else I needed. Yes, seriously, that's all the bad I can say; we are nerds here at Royal. I was able to code very cool apps with the API. Review Source VR Verified Reviewer Support Coordinator Used the software for: 6-12 months ### "Feature-rich and intuitive" February 27, 2018 4.0 We are back "with the times" compared to our previous ticket system. Pros The FreshService interface is pleasant and pretty intuitive to work with. We had been using a different ticket system for more than a decade. Nonetheless, the switch to FreshService was relatively smooth for the whole team. I think the major reason is that the interface feels rather natural or comfortable to work with. The same kind of intuitiveness is also seen under the hood (Admin panel), which is where a lot of other systems fall short. Even though Fresh Service packs a ton of features under the hood, you are not battling against a maze of intertwined difficult-to-manage configurations. I personally don't need to do a lot of changes in the configuration (I'm rather the "backup" for those kind of things), but when I do, it doesn't take me too long to find out where I need to adapt what setting. I had to contact Fresh Service support a few times and so far always got a satisfactory reply in a decent reply time. Cons With all of the above said, it also lacks some features you could see as "basic" or "take for granted" here and there. Agents can't configure an "out-of-office" period themselves. There's no possibility to set up a custom dashboard per agent. My major pet peeve is the text editor, which options are very limited (can't send a reply with a paragraph in fixed with font, can't edit the source ...) and which sometimes behaves unexpectedly (some odd behaviour with linebreaks, weird cursor position when pasting text ...) And finally, while there is integration with Jira, I have the feeling it tends to break quite easily. We've probably had it more half- or not-working-at-all than working as it should. This makes it unreliable, requires manual effort and follow-up and really undoes the usefulness of having integration at all. Review Source RS Renan S. TSM Information Technology and Services Used the software for: 1-2 years ### "A review about fresh service" May 24, 2022 4.0 A solid product with excellent qualities that can help transform how teams work Pros Good tool for team collaboration. It is possible to configure workflows for each of them, projects, queues, etc. It is possible to greatly customize the fields and apply them to workflows, meeting specific needs. Cons Graphing is a bit confusing, and you need to buy higher planes to use the best tools. Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Freshservice We were very interested in other tools that perfectly met our need, however, its high cost made us choose Fresh. Switched from [Jira](https://www.capterra.com/p/19319/JIRA/) Several limitations on the platform that did not allow workflows to be created as desired. Review Source yH youssef H. disagner Design Used the software for: Less than 6 months ### "Mr. Joseph's review" February 9, 2023 4.0 the limitations imposed on portal design in addition to the demand for HTML code expertise. I haven't been able to find out if it's feasible for us to have parent portal sites with kid pages, and creating these pages will require coding expertise. Pros The features it offers are excellent. We can manage our Service Catalog, interface with Active Directory, manage Asset Inventory, and now we're utilizing a project management application. The ticketing procedure is very simple to use. Cons the limitations imposed on portal design in addition to the demand for HTML code expertise. I haven't been able to find out if it's feasible for us to have parent portal sites with kid pages, and creating these pages will require coding expertise. Review Source ES Eric S. Analista Insurance Used the software for: 2+ years ### "Um software ITSM muito completo" August 8, 2023 4.0 Gosto muito da ferramenta, existem um ponto ou outro que precisam melhorar, mas com certeza recomendo. Pros A possibilidade de gerenciamento de tickets, serviços de diversas formas. Cons A diversidade de possibilidade que existe no gerenciamento de tickets não existe para alguns outros módulos, como, por exemplo, para gerenciamento de usuário, para gerenciamento de ativos, gerenciamento de campos e campos reutilizáveis através dos objetos personalizados.Cobrança em real (R$), moeda brasileira e suporte local no Brasil. Review Source VR Verified Reviewer Manager Service Information Technology and Services Used the software for: 1-2 years ### "Easily worth the price compared to other ticket systems." June 8, 2021 4.0 Pros After following a demo given by enthusiastic and cooperative Freshservice employees, we were sure of our choice. The tooling is intuitive, user-friendly, responds quickly and very easy to set up. There are plenty of things that can be adapted to the needs of the company. There are a number of options within the tooling that have certainly increased the efficiency of our employees and in the way customers create their own tickets. The support and technical staff are excellent and an example for other companies! Cons The change module may be further expanded. A feature request has been created for this and the latest information shows that a number of improvements will be made this year. Alternatives considered [Jira](https://www.capterra.com/p/19319/JIRA/)[TOPdesk](https://www.capterra.com/p/127562/TOPdesk/)[Kaseya VSA](https://www.capterra.com/p/100303/Kaseya-VSA/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Freshservice Before Freshservice, we used a tooling that was almost unusable, slow and cumbersome to use. No more innovations were made. The switch to Freshservice was a relief for our users, but certainly for our customers. Where we regularly received complaints about our ticket system before using Freshservice, we no longer receive any complaints. Review Source MB Matthew B. Senior Application Solution Analyst International Trade and Development Used the software for: 2+ years ### "Ok for the price but better software exists in almost every area" May 28, 2022 4.0 Freshservice has been a really useful tool for us over the past seven years. We are actively looking for replacement software because of its limitations, especially around ticket management. It's a good basic platform for the cost but there is better software out there. Pros The nuts and bolts of service catalog, tickets for agents, basic asset management and automation within the platform are all solid and entirely usable. We have been using it for a few years because it does the basics well, is robust, and is fairly priced for the quantity and quality of its features. Cons Ticket management is cumbersome as soon as you want to manage or prioritise your workload. The kanban view is limited. Ticket management exists only in list form. There is no effective way to plan your working week. This might be ok if you're handling only issues but if you're producing anything, it's very limiting. Ticket management should be this platforms bread and butter but it is only basic. Review Source CG Chad G. IT Technician Automotive Used the software for: 2+ years ### "Hard to find something better" May 20, 2021 5.0 Moving from a free ticketing solution I found FreshServices provided lots of features to allow us to automated mundane tasks and free up our time to work on more important issues and projects. Pros The vast number of features presented for a fair price. New features and enhancements are being made constantly. Cons Improvements could be made to helpdesk customization. A WYSIWYG interface with the option to go deeper to modify HTML and CSS would be nice. Alternatives considered [ManageEngine ServiceDesk Plus](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/)[SolarWinds Service Desk](https://www.capterra.com/p/129478/Solarwinds-Service-Desk/) Reason for choosing Freshservice FreshService having a better workflow editor was the sole reason we chose it over the others. Review Source CE Chad E. Helpdesk Coordinator Construction Used the software for: 2+ years ### "Create the support system that fits your organization!" May 1, 2023 5.0 Pros Freshservice is a wonderful service management product! We use it for handling all our tickets and service requests. It differentiates between incidents and service requests so you can create a whole catalogue of hardware/software items that users can request. You can add approval requirements to these service requests and can create custom workflows to automate certain processes for incidents and requests. Cons The Project Managment module is a little underwhelming. Feels a little underdeveloped and the visual interface and functionality fells somewhat lacking. We use the Kanban method of project management and Freshservice doesn't give us the ability to manage projects using that method. It uses lists and gantt charts. However, and a service desk management tool it is great!   Review Source RP Ron P. Systems Administrator Mental Health Care Used the software for: 6-12 months ### "The best helpdesk software I have used" September 27, 2022 5.0 Built-in approvals and automation were our most important needs, following that we wanted a system that integrated well with our asset management system or was capable of outright replacing it (which is pretty much what happened). Pros I love the automation and customization that is possible. Cons The only cons are that there is some minor missing functionality with automation (for instance, automatically creating a new ticket based on the properties of an existing ticket). I would still say it meets 99% of our needs though, so my only complaints are just nitpicks. Alternatives considered [Jira](https://www.capterra.com/p/19319/JIRA/)[Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/)[ServiceNow](https://www.capterra.com/p/254088/ServiceNow/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Switched from [Spiceworks Cloud Help Desk](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/) We needed more robust functionality and the on-prem version of Spiceworks was no longer being supported. With our desire for automation and approvals workflows, Freshservice was an obvious step up. Review Source KW Kimber W. Business Solutions Analyst Education Management Used the software for: 2+ years ### "Good, but not quite great" June 21, 2022 4.0 FreshService is definitely an improvement over our previous system, and we like it, but it's not all it could be. That said, they make frequent updates and are noticeably trying hard. It's a good solution for the money, but if you have the budget and want robust project management, change management, knowledge base, asset tracking inventory features, there are likely better solutions Pros The FreshService implementation team was very easy to work with and provided excellent customer support. They did a great job of keeping us on the timeline we had set. General tech support is very good as well. I always get a response within a day. I've also enjoyed working with their robust API so that I can make customizations. The ticketing system, which is by far the most commonly used feature, is excellent. Cons The knowledge base feature leaves some things to be desired. There is no ability to create a template so that multiple people can write articles with a consistent look. The user side can be customized with Javascript and CSS, but the agent side can't be. The result is that knowledge base articles look different, depending on who is looking at them, and whether the article content is included in an e-mail or being accessed from a URL. The project management feature is confusing and not particularly intuitive. Especially when it comes to altering dates for tasks that must happen in a sequential order. Review Source BJ Braden J. IT Civil Engineering Used the software for: 1-2 years ### "Great IT software" September 24, 2020 5.0 love the product, was very easy to set up and integrate into the company, very nice customization options to really make it your own, and anytime we have had an issue we usually get a response very fast from the team so we are never held back for too long on anything! Pros The ease of use is a huge plus to us and to all of the end users, it is very straight forward for everyone to use, well integrated into the company super easily and multiple ways to access via the website, mobile app or even just an email, makes our jobs much easier, and the hardware management is also a huge plus being able to track it all Cons They are working on it now but I wish it had a better tracking of what was installed in certain hardware, at the moment they do not show all of the components just most of the major ones, would be a nice thing to have it all Review Source Denise W. Marketing Specialist Marketing and Advertising Used the software for: 2+ years ### "Works wonderfully for automation and workflow" February 6, 2023 4.0 Everything related to work may be found in one convenient location. It's perfect for storing company guidelines, demands, and procedures. It also has pre-built connections to popular services like Gmail, Slack, and more. Pros Automated processes and operational flow. Adding a new integration and automating task pushes is a breeze. To date, automation has allowed us to cut our work time by as much as 60 percent. Cons While the sheer number of configuration options may seem daunting at first, you'll quickly gain the expertise to tailor freshservice to your exact needs as you gain experience with IT service management. Switched from [SysAid](https://www.capterra.com/p/107225/SysAid/)[TeamSupport](https://www.capterra.com/p/87908/TeamSupport/) Monitoring our progress and communicating updates to our clients. It also facilitates the technicians' ability to research data from other technicians. Review Source VR Verified Reviewer Assistant Software Developer Consumer Goods Used the software for: 1-2 years ### "The Best IT Helpdesk Software" August 17, 2023 5.0 It has been an overall great experience and I highly recommend it. Pros I love how easy it makes it to manage support tickets and requests; while also being able to handle bug, change and release management for the IT Team. Cons Despite having quite robust automations, some of the automations have limitations that require code or change requests to the FreshService team to be made. Switched from [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/) We wanted a more IT oriented solution. Review Source BB Baldeep B. IT Engineer Computer Networking Used the software for: 2+ years ### "Simple product without a complex helpdesk solution." July 18, 2021 5.0 Used for 5 years. Don't plan to leave. Has improved over the last year with keyboard shortcuts. Pros Office many services Simple ticket number Nice way to email and CC email Cons Would be good to email a secondary person without emailing the original ticket contact. Otherwise they get more emails than required. Otherwise using a workaround of forward emails to get around this. Allow some contacts to having options of what emails they want to receive. Sometimes customers use the portal and don't want ticket emails. System notification emails need an option to switch email to agent. Small bug that is still outstanding. Unable to set up companies in BULK. You can do this with contacts though. Reason for choosing Freshservice Multiple providers checked. Went with Freshservice as it was simpler to use, without bundling lots of addons that you don't need. Review Source FG Frans G. Release Manager Banking Used the software for: 6-12 months ### "A Fresh service " September 25, 2020 4.0 We have been using the software for over 6 months (since go-live) and the experience has been great. The team is helpful, supporting and gets the job done providing regular updates and is good at expectation management. The tool set has enabled our service management platform to embrace 4IA and we are constantly innovating our services with new functionalities, making it easier for our users to interface with the systems. The built-in self-service first over incident logging has a direct reduction on our incidents and costs on managing them. The ease of workflow setups and automation allows us to implement new processes in hours. Pros Out of the box functionality with default configuration is quick and easy; Support and development teams is very helpful and goes the extra mile; Level of integration to different channels (mobile, chats bots, web, AI) work superb Innovation of the product - it constantly change, either with new features or enhanced functionality The team is always happy to listen to suggestions from their customers and to enhance the product Cons New features takes months to deliver if it cannot be configured The available features between agents and requester is extremely cumbersome CMDB and ITAM solutions require some work Reason for choosing Freshservice Cloud and SAAS solution Innovation Customization capability Review Source MS Mikaela S. Chapter Management Lead Information Technology and Services Used the software for: 2+ years ### "Freshservice can help you work more efficiently." March 19, 2024 5.0 If I have to make a new system choice today, I would choose Fresh again. Pros In Fresh, the company can achieve a comprehensive ticket management solution. It's enjoyable to work in Fresh. It's educational, visually appealing, and helps us in our operations to deliver to our customers. Cons Some of the requests we've made take time to be incorporated into the Fresh roadmap. Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Freshservice Several of our employees had more experience with Fresh than Zendesk. That's why we chose Fresh. Review Source Devin M. Senior Associate Information Technology and Services Used the software for: 6-12 months ### "Great ticket management platform" May 21, 2021 5.0 Overall, it's a handy tool and offers a solution for almost all of our needs. Customer service is super quick to respond as well. Pros \- Easy to use UI. - Offers a mobile app so you can answer tickets on the go. - Asset management integrates well into the ticket view so you can easily see which assets each user has. Cons \- While the mobile app is a great tool, the interface can be difficult to navigate and settings are limited. - Reports can be a pain to retrieve. Review Source MM Michael M. Software product owner Computer Software Used the software for: 2+ years ### "Best support ticketing system " May 20, 2021 5.0 Love it what more can I say make my job much easier. Pros Makes managing support very easy, love working with Fresh Service and the link to Jira works brilliantly Cons The searches could be a bit better if additional filtering options were added to narrow down the search when looking for historical tickets Reason for choosing Freshservice We researched support ticketing systems on line and liked the look and feel of Fresh Service and wanted the link to Jira Review Source JR Jeff R. IT Operations Manager Consumer Services Used the software for: 2+ years ### "Ease of use and all in one place" August 14, 2023 5.0 overall it has been a great experience and we would recommend it to other companies and divisions. Pros I like the ease of use of the system and that we can have asset management, knowledgebase, and incident management all tied together. Cons We have had issues with some of the integration pieces, but have sorted most of them out with Freshservice support. We still have a couple of issues we are working out, but overall we have been pleased with support services. Reason for choosing Freshservice The price was right for the feature set. Review Source GL Gemma L. CEO Information Technology and Services Used the software for: 1-2 years ### "Happy with Freshservice" September 28, 2022 4.0 Overall I won't be able to do with all. Everything that is necessary to deliver our services on IT is ran by Freshservcie. Pros I like the fact it is simple in use and that I can offer my clients a solutions/helpdesk functionaliteit for manuals. As well manage my ITIL processes and asssest from 1 solution. Cons I am missing some helpdesk features I had before with Freshdesk. I think I had to 'give' in some of those nice features with the solutions, where you could index a page and make templates. Alternatives considered [TOPdesk](https://www.capterra.com/p/127562/TOPdesk/) Reason for choosing Freshservice Price Switched from [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/) I needed an all in solutions with assest management, change and problem management Review Source Hossam S. Network Infrastructure & Operations Manager Retail Used the software for: 1-2 years ### "Hossam's Fresh Service Review" August 30, 2021 3.0 The overall experience is not that pleasant, it can perform the daily tasks, but not powerful & complicated to use, and doesn't have the customization features of creating our own dashboard in an easily manner. Pros We have been using fresh service for more than a year, it is ok as a ticketing system & perform the daily task Cons It is a complicated system compared to the other one we have been using, we had a problem generating the Team's ticketing report to do the yearly appraisal, so it has failed us in one of the most important yearly assessments, so it is either the Admin knowledge or the system has issues, but in both cases it is a bad experience, unlike other systems we were using Switched from [SolarWinds Service Desk](https://www.capterra.com/p/129478/Solarwinds-Service-Desk/) It was a decision based on budget, cutting cost Review Source MS Marty S. Senior Support Engineer Shipbuilding Used the software for: 2+ years ### "Freshservice" August 14, 2023 5.0 Pros The ease of use and flexibility of the product is what makes this a great product to use. The customer service is also very efficient with any issues we may have. Cons The asset management interface could be improved. Switched from [Track-It!](https://www.capterra.com/p/67028/Track-It/) Product was outdated 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.