# Page 8 | Freshservice Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 8 - 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 8 - Reviews of Freshservice ## Showing most helpful reviews Showing 176-200 of 695 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use DP Dave P. Infrastructure Engineer Used the software for: Less than 6 months ### "Feature packed ITSM which has room for improvement." March 12, 2018 4.0 Moving from a shared mailbox it has been a lot easier to manage incoming incidents and track who is working on which ticket. Being an ITIL based ITSM we can now properly track system changes and gain approval across the business based on our business processes. Pros Simple to use - one of the main reasons we went with FreshService was that during a trial of many other systems FreshService was by far the easiest to setup and configure. This means more time doing other projects rather than administering the helpdesk system. Powerful Automations - my trial version had the new Smart Workflow addon which made creating complex workflows very easy and simple. There is still room for improvement and some fields cannot be used in automations e.g. Impact or Urgency. Self service catlog - its a nice to have and allows easy segregation of Service Requests compared to Incidents, the custom forms are nice although would be better to dynamic i.e. drop down of all requesters for example. Branding - nice branding options and easy to use giving full access to CSS / HTML although not as easy to manipulate as ZenDesk. Self Service Portal - We haven't rolled this out to end users yet but the portal is easy to use and with the branding options can be customised. The embedded widget is also useful and can be embedded into SharePoint. Cons Reporting - very limited compared to some systems although improvements are on the road map. Software Assets - confusing to use as you have to track each software item as an asset, cannot easily search on what is installed on computers across the database. Again improvements coming on the road map. Dashboard is useless - current implementation of the system gives a very basic overview of the system and an activity log. We don't use it as it doesn't provide any useful information. Certain Form Fields - you cannot change the default fields or even hide them without using JavaScript, this means I have had to create custom fields to tell my agents to ignore certain fields which isn't ideal. Also the categories list is shared among tickets, our change requests differ from our incidents. SLA breaches - compared to ZenDesk it isn't as easy to see when a ticket is due to breach SLA. Currently the ticket interface only shows Resolve Due date and not response due date, the response due just appears in the main ticket view when its close to expiry. Not ideal but workable. Review Source DC David C. IT Manager Government Administration Used the software for: 2+ years ### "Freshservice" August 17, 2023 4.0 Very positive experience as we are able to configure system to meet our needs. Pros Freshservice contained the features and ability to meet our help desk, ticketing, and purchasing needs. Cons Time Tracking and Interface to Billing System(s) Reason for choosing Freshservice Functionality, ability to tailor product to needs, ease of use, continued development and support, potential to integrate with our platform(s) Review Source RD Raghavendra D. IT Infrastructure Hospital & Health Care Used the software for: 2+ years ### "Freshservice is a real IT service" August 8, 2023 5.0 Good tool to implement not only in IT infrastructure but also to other deparments Pros Collobration of tickets and task in incidents and tickets Cons Transferring of tickets from one instance to another instance Alternatives considered [Tuva IT](https://www.capterra.com/p/265738/TuvaIT/) Reason for choosing Freshservice User friendly and more features and reporting structure Review Source AF Abis F. Analista de Soluciones TI mesa de ayuda Construction Used the software for: 2+ years ### "Excelente herramienta" March 3, 2023 5.0 Prestación de servicios del área administrativa, abastecimiento, talento humano y por supuesto el manejo de la mesa de ayuda de tecnología Pros Facilidad de uso, muy intuitiva, se puede administrar con conocimiento básico de ITIL, todos los módulos son muy fáciles de manejar y el soporte que brindan es muy rápido y atento Cons Las licencias son muy costosas, sobre todo para usar el modulo de activos Review Source Maria A. Global Head of Marketing Electrical/Electronic Manufacturing Used the software for: 2+ years ### "Solid, Reliable Ticketing Tool for our Marketing Function" August 14, 2023 4.0 Pros Great ticket-management tool for our Marketing function. 40+ users. Cons As an IT-ticketing-borne tool, it does not always cater to the needs of a Marketing team. For more sophisticated Marketing planning, collaboration and reporting, we have now started using Freshservice. Review Source VR Verified Reviewer Head of Application Services (System Administrator & Controlling Function) Management Consulting Used the software for: 6-12 months ### "No bang for the buck, an overpriced form submission tool that disappoints in reporting and integration" June 13, 2017 2.0 Pros Friendly user interface. Copy screenshots directly into the form (although there's a bug for the last 3 months that screenshots are displayed double in edit mode.) Plenty of fields to configure for more complex workflows. Cons Default categories and labels with awkward naming (synonymous use of "Tickets" and "Incidents" for "Issues", "Change" for "Change Request", "Problem" for "Bugs") No possibility to convert issues to change requests. Agent needs to recreate the entire case in the back resulting in significant adminstrative overhead. Reporting is practically inexistent. REST API not covering many functions and object attributes. (You cannot substitute reporting externally.) HTML editor limited and bugged. (CSS code in support articles not supported, Bootstrap not supported, code gets changed or reformatted upon saving articles) No access to the file and image repository. Frankly, with every new cosmetic change and "functionality no can do" message from the Team, I am growing more and more wary of this application. At this point, I am thinking of it as an overpriced form tool with practically no reporting, a gimped Knowledge Management base, and an asset list functionality that quickly drains your wallet. I am spending significant time rewriting issues as change requests in order to subsequently manually attach them to the original issue ticket and explain to the user why I would want to close his ticket after all. Writing knowledge articles is best done in a separate HTML editor. The Text Editor lacks basic functionality, removes formatting and images in unpredictable ways with undoing, and stores images and files in a central repository you have no access to. You might as well do that with a forms tool readily available on the internet. Review Source Rich K. Director of IT Wholesale Used the software for: 2+ years ### "Simple to use and has all the features you actually need." October 9, 2018 5.0 I really like Fresh Service (and before it, Fresh Desk). I keep trying to find a reason to switch to Zendesk because of the possibilities with their integrations but keep abandoning the trial. I would have to reproduce in Zendesk what I currently have in Freshservice in order to start experimenting with the possibilities. That's where the problems start. All the things I have in Freshservice are add-ons in Zendesk that cost extra and don't work the same way. If you have a fairly small team, we have 4 IT personnel for a 24/7 $400 million dollar company, this is your solution. Pros Layout is clean and easy to understand. Has fun 'gamify' system which lets my techs compete with with other for prizes with the system keep score. This is available on our subscription level. Also has SLA monitoring for those pesky KPI requirements. Can setup a catalog of services and items for end users to 'order' with a workflow approval process. Can integrate with chat and phone. Great all around alternative to Zendesk. Doesn't nickel and dime you to have basic features. Cons List of Integration possibilities are pretty small in comparison and hasn't really grown in the several years we have been using it. Review Source PM Phillip M. ICT Support Officer Education Management Used the software for: Less than 6 months ### "Great standard feature Set on the whole, but new features seem to lag behind their FreskDesk system" September 7, 2023 5.0 Pros The ticketing system is really easy to use, with lots of options for workflow automations and ticket management. The app marketplace is great for extending the functionality. Cons FreshService seems more like a new branching out for the company, with a complete set of tools, but lacking refinement in a lot of places. There are also odd quirks like Discuss feature button being available, even though the Discuss feature doesn't work on FreshService yet.The mobile app is a bit of a let down, as it doesn't have a dashboard like the main site which makes it much more tedious to lookup ticket queues.The Notification spam through the app is terrible, pinging each notification one at a time to the phone, which is especially annoying when it sends over 30 notifications and doesn't group them.The system has some other weird quirks, like sorting a list can only be saved when you also make a change to the filter for the list. Another issue is that there is a blur effect on the title text that doesn't always go away when scrolling back to the top of the page, resulting in some text looking very soft and fuzzy Switched from [Web Help Desk](https://www.capterra.com/p/179421/Web-Help-Desk/) Web Help Desk is not getting any real support and is a dead product. It had amazing filtering and search tools, but it was not the most stable system and extremely outdated. Review Source CS Chris S. IT Technician Education Management Used the software for: 2+ years ### "Great software, spotty support" October 9, 2022 3.0 I have had several tickets so far where the second level support team have sworn could not work or told me that the functionality is not possible, forcing me to push back on them. At this point they suddenly realise that the product can actually do what I have said all along it should, only a bug is in the way. On at least one occuration, they acknowledged a bug, spent weeks ignoring it, then when I asked for an update swore it wasn't a bug at all and I was just doing things wrong.... thus forcing me to escalate the case. In fact, on one occassion they submitted a set of incorrect repro steps, then blamed \*me\* for the mistake they made and told me there wasn't any problem! Pros FreshService is one of those frustrating products where the potential is so high and overall execution is done very well, but is let down by ridiculous bugs and even worse support. If Fresh could get to grips with this then I'd score them \*very\* highly. Unfortunately, they have not proven to be able to achieve this. Cons Reporting is dire. Bugs galore in modules you would not expect. Obvious features are missing, you try to work around them... and encounter a bug. Review Source BA Brian A. Senior Systems Engineer Information Technology and Services Used the software for: 1-2 years ### "Jira to Fresh Service" October 6, 2022 4.0 Pros Fresh Service is a breeze to get off the ground. The sandbox functionality is cute, but leaves a lot to be desired in terms of what is managed by the testing/deploying of the sandbox to production. Cons SSO User Provisioning is awful. We currently SCIM requesters into Fresh Service from Okta. It uses a third-party integration written by Effy? Why is user and group provisioning such a foreign concept in an already fleshed out application? Switched from [JIRA Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/) Purchase Price and Service Portal. Review Source EB Edward B. Infrastructure Engineer Computer & Network Security Used the software for: 2+ years ### "Functional but has frustrations" January 16, 2023 4.0 It's definately capable of doing the job and does get frequent improvements but has some frustrations Pros Freshservice has most of the features you need. It's customisable and expensible to a point which allows for other features to be added. Cons Some of the UX can be frustrating. The search is very lacking and often doesn't find the results you need. The "Solutions" feature for knowledge management is quite basic and can be frustrating to use. Review Source JW Josh W. IT Operations Manager Retail Used the software for: 1-2 years ### "Very good ITSM" September 27, 2022 5.0 We're using FS for our ITSM as well as HR, Payroll, and Facilities support. Pros Ease of use. I can drop other departments into this software and with a quick rundown, they are up and functioning. It is a clean interface with a strong layout. Cons There are some inconsistencies about form management and a lack of customization in places that we'd really prefer there to be. Switched from [Spiceworks Cloud Help Desk](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/) We needed a more robust ITSM Review Source EI Ehtesham I. MIS Manager Chemicals Used the software for: 2+ years ### "Freshservice - Mid Tier, but power packed like enterprise IT ITSM tool" October 6, 2022 5.0 Love it. We utilize Freshservice for our corporate helpdesk ticketing system. Pros It is easy to create workflow and the navigation is easy to determine what you want to achieve / do. They have modernize the icons and look. Cons Integration with outlook is not there - .ics calendar, easy guide on whatsapp API business - omnichannel should be included by default from Garden plans onward Alternatives considered [SysAid](https://www.capterra.com/p/107225/SysAid/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Switched from [Microsoft SharePoint](https://www.capterra.com/p/1167/SharePoint/) Need to have a proper ITSM tool Review Source RS Reid S. IT analyst operations in security Machinery Used the software for: 6-12 months ### "Fresh service as a ticketing system" August 11, 2023 5.0 It has been top-notch. I have no major complaints Pros It is one of the most easiest and user-friendly product I’ve seen on the market. It also works very well for new time employees coming into the IT Cons I do wish the reports could be easier to generate. Coming from a system, Lan sweeper with SQL database and reporting. Reason for choosing Freshservice Price Review Source DY Derrick Y. Infrastructure Engineer Retail Used the software for: 2+ years ### "Favorite ticketing solution so far" October 6, 2022 5.0 Overall I am very happy and don't have any plans to change the product Pros I have used several products before and Freshservice is by far the favorite because it has automation, integrates with many vendors and software that we currently use such as Dell and JAMF Cons The Admin setting section is hard to navigate through sometimes and hard to find settings I want Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Freshservice Better pricing and ticked all the requirements we were after Switched from [ManageEngine ServiceDesk Plus](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/) Moved from an on-prem ticketing system to cloud. The previous product was not reliable and would crash often Review Source JQ Jose Q. Support Services Manager Used the software for: 2+ years ### "Freshservice is quite a solid ITSM solution in the Cloud, with no investment in IT infrastructure." March 26, 2018 4.0 The rapid deployment! Being Cloud, we were ready to start almost from day zero. The learning curve is quite smooth, and it was fairly easy to perform basic to moderate customizations on the portal and forms. Also the automation options were quite easy to follow (we basically used templates of the predefined ones) and one key for more novice users is that Freshservice has tutorials all around the solutions. Pros It's literally "pay and use". Zero footprint in your current IT architecture, everything is habdled via any compatible web browser. And yet it includes advanced ITSM functionalities such as asset management and CMDB, in which you mdeploy Probes and Agents to Windows, Linux and Mac devices to scan and inventory hardware and software. And like every other Freshworks solution, it's very customizable interms of UI, automation and notifications, as well as integrations with third-party solutions and via API for developers. Cons Perhaps adding new modules. Freshservice deals with this by integrations and automations, but out of the included modules (Tickets, Problems, Changes, Releases, CMDB, Projects, Solutions and Reports) you can't, at the moment, add a new one, such as Facilities or HR for example. However, provided that the included modules cover most, if not all, or ITSM's basic needs, and that the mnost generic modules (such as Tickets) are easily adaptable and customizable, that's not much of a problem. Review Source Bryan S. IT Manager Used the software for: 1-2 years ### "Great tool for tracking issues, managing assets, staying compliant" April 11, 2018 5.0 It allowed us to determine the number of IT staff needed to support a growing company. It also allowed us to track changes for SOC II compliance. Pros FreshService is a simple to use system that has allowed us to manage IT issues, assets, and changes within a quickly growing company. Prior to the implementation of FreshService we were unable to appropriately identify our staffing needs or areas of concern due to the lack of ability to track issues across the entire organization. With FreshService implemented we're now able to put metrics to the volume of support our team provides to the company. We're tracking assets across multiple states. And we're tracking changes within our environment for SOC II compliance. Cons I wish there were some built-in features which made viewing issues by Location easier. Currently, it appears that Locations can be linked to Requesters which implies issues by Location. However, it would be ideal to be able to quickly see and change the Location the issue is occurring. This would lead to reporting mechanisms that would allow us to see which Locations have the highest number of issues. Review Source Amar Y. IT Administrator Retail Used the software for: 2+ years ### "Best product for ITSM" March 20, 2022 5.0 Great experience Pros Easy to use for complaints, issues track, asset management, inventory purposes Cons Nothing to dislike for this product from my end Review Source DH Dan H. COO Information Technology and Services Used the software for: 2+ years ### "Cloud Infrastructure management is possible with Freshservice" June 21, 2021 4.0 Very positive. Enjoyed the platform so far. Pros Easy to use and learn. There is a tremendous number of features that show the developers really strive to create something advanced and customizable. You can tailor the platform to behave very uniquely for your type of business. Cons Development of features feels schizophrenic. There are some areas VERY well developed and others that feel almost abandoned. It would be worth having less modules if the existing ones just felt "finished" and not missing obvious features. Review Source AD Adam D. IT Administrator Mechanical or Industrial Engineering Used the software for: 6-12 months ### "Good Entry Level Ticketing and asset management System" September 11, 2023 3.0 As a ticketing tool, it is perfectly serviceable. All communication is done within the app, so records can be easily maintained. Pros It was really easy to use. To Search for any tickets, or for an individual ticket.Has an API that it easy to use. It was used for inventory management. I believe it also has a network scanner.All communication with clients can be done within the App. Cons Wasn't Azure compatible, or at least we didn't set up that way, so it was another password to remember. Review Source KC KYLE C. Help desk Law Practice Used the software for: 6-12 months ### "Great product" May 25, 2021 5.0 10/10 would Pros \-easy to set up -flexible - great for all teams -good price overall -fantastic support -active development Cons Mobile app needs admin tools and project management, way to mass import contracts into system and a good way to create templates within knowledge base, no other company does this either. Review Source Vengatesan S. Oracle SCM Consultant Information Technology and Services Used the software for: 1-2 years ### "Fresh Service - A collaborative App for IT business" November 26, 2022 5.0 Fine and good customer support.Worthy Service App comparatively our previous applications Pros \* Auto ticket generation and Mail notifications are good\* Complete ticket tracking, User logon traces\*Multiple User accounts with different data access\* Customer support is extremely good Cons \* Duplicate ticket generations are there when there are slight mail subject changes\* Auto Application version updates without any prior information\* Bug is there when exporting date-based export Reason for choosing Freshservice License CostMaintenanceCustomer service Review Source TD Tejas D. Technical IT Support Manager Information Technology and Services Used the software for: 6-12 months ### "Manage your IT Service Desk, Freshservice gets it done" November 15, 2023 5.0 Great! IT Service Management has become lot easier with freshservice. Pros Ease of use, cross platform compatibility, multiple channels of support available. Cons Needs to be more flexible and feature rich in work automations and customized fields. Alternatives considered [iTOP](https://www.capterra.com/p/163429/ITOP/) Reason for choosing Freshservice because it was more feature rich as compared and a paid product with support Review Source PB Pascale B. IT Program Manager Telecommunications Used the software for: 2+ years ### "Easy to use and flexible ticketing system" October 6, 2022 5.0 Pros Integreting FreshService to our current processes has been really easy. The technicians find it easy to use, and the self-service portal has been easily adopted by the end user. We deployed it over 2 weeks, and are happy with its evolution since then. Cons It is not always easy to have appropriate support. We need to provide a lot of information for some bugs to be resolved, specifically when it is related to login issues. Review Source NG Navaneeth G. Associate Manager - IT Automotive Used the software for: 1-2 years ### "A Powerful and Flexible Ticketing System for Any Organization" August 14, 2023 5.0 My overall experience with Freshservice has been positive. I have found it to be a user-friendly, flexible, and scalable helpdesk solution. The features and integrations are powerful, and the reporting engine is great for tracking the performance of your IT service delivery. The customer support is also excellent. Pros Freshservice is very easy to use, both for IT admins and end users. The interface is clean and intuitive, and the documentation is comprehensive. Freshservice has excellent customer support and they respond to issues/queries immediately. Cons The customization options can be a bit overwhelming, especially for new users. The reporting engine is bit slow, especially for large datasets. Reason for choosing Freshservice Ease of use, flexibility and great customer support. 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.