# Page 9 | Freshservice Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 9 - 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 9 - Reviews of Freshservice ## Showing most helpful reviews Showing 201-225 of 695 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use CJC Carlos Javier C. IT Technical Lead Information Technology and Services Used the software for: 1-2 years ### "Awesome ITSM, but maybe too expensive" May 20, 2021 5.0 Pros I think the incident management part is the most easy to use that I've come across. Of course it has room for improvements (e.g., some tickets get duplicated when replied by email) but it was all set-up in our organization in two days. Cons The user provisioning. We had to invest on coding time to synchronize users just because the sync agent doesn't let you filter by Active Directory OUs. Switched from [osTicket](https://www.capterra.com/p/125118/osTicket/) We needed asset management. Review Source ARS Anna Rabeeca S. Senior Software Engineer Pharmaceuticals Used the software for: 1-2 years ### " An ITIL web-based help desk with effective ticketing and financial services" March 13, 2021 3.0 is a delightfully easy-to-use, easy-to-configure ITIL powered cloud-based IT desk management platform. FreshService suits brilliantly in companies whose employees require help from a broad spectrum of divisions. This offers customers the freedom to search for the choices that your business makes. Pros serves our association as like a helpdesk, allowing us to accommodate a range of requests across the group, handled by few departments. Thanks to the ability to develop a catalog of items for customer support, they will perform operations related to knowledge processing, facilities and many others. Through making various choices within admin row, you can customize the support desk to the desires of each team. Cons Workflow devices are awesome, but we also have issues with purchasing and business procedures are improperly applied because a variety of problems are reported in a one ticket. We can't discover the reports intended to be helpful and we like to be competent of building reports based on various areas or perhaps even keywords. Review Source VM Vicky M. Consultant Wholesale Used the software for: 2+ years ### "Fresh Service Survey Feedback " October 6, 2022 4.0 Great Customer Support! Pros Intuitive, great tool for the cost. This product was already used by the organization when I started using it. Cons A couple of opportunities to make a better tool: 1) Historical data should not get touched ever. Ex: when removing fields from an SR form, history no longer reflects those fields. The workaround is to make the fields Invisible and Optional and the revised form. Not a great practice. 2) Copy / Paste fields within a form, even though the field names are updated since you can not have multiple fields with the same name, once you change one field, all others get updated. 3) Wish to have multiple levels of Dependent sections within a SR form. 4) Adding Custom Ticket Status adn arranging in alpha order can become a very painful experience. Review Source NW Nell W. BA Information Technology and Services Used the software for: 6-12 months ### "Freshservice is pretty decent" October 10, 2022 4.0 Overall, it is a good product. It's not as customizable as say Remedy, but that can be overkill depending on how big your shop is! This product definitely helps keep you more organized, customizing is pretty easy - but doesn't always work as you would expect. Pros is easy to use. Their support is very friendly and responsive, but there isn't always a solution. If it's a bug or a suggested improvement, they log tickets and pass it along. Cons Reporting isn't very robust and limited as far as my experience is. What is there does look nice though. The Project Management section we ended up abandoning as it was too cumbersome and switched to Smartsheets. Review Source VR Verified Reviewer Sales &Tech customer care Information Technology and Services Used the software for: 2+ years ### "FRESHSERVICE - gestione assistenza tecnica" January 30, 2023 4.0 abbiamo trasferito le chiamate telefoniche su ticket e con gestione delle code Pros gestione asset - gestione customer - gestione ticket - customizzabile - multi tenant Cons gestione avvisi : compaiono e poi spariscono. bisogna ritrovarli sulla campanella Review Source Radosław D. Co-founder Used the software for: 1-2 years ### "We've been using FreshService for over a year now and don't see a reason to change :)" June 3, 2018 5.0 We switched from Autotask which was too costly for us. allowed us to cut costs practically to zero and also introduced automatic asset tracking for some of our clients' equipment. Another great feature is the ability to use keyboard shortcuts that allows me to do my work faster. Pros It's quite easy to set up and start using. We really like the asset management feature - it's helpful to be able to assign tickets to devices so that later we can spot trends. didn't have on time tracking feature that we wanted and their support team was very helpful in implementing a custom solution for us. The ability to have 3 agents for free is incredible for small shops that are just starting. Cons It currently lacks integration with one of our monitoring tools so we spend quite some time closing tickets that are no longer valid but that will be solved in the future. It's great they support multiple languages but would appreciate if they provided email notification templates in each of the languages they support. Review Source MP Matthew P. Network Coordinator Machinery Used the software for: 6-12 months ### "Freshservice" May 20, 2021 5.0 is by far the best help desk/ticketing system I've ever worked with. The speed and ease of use make Freshservice the best help desk platform I've ever worked with in my 15 years of IT experience. Pros For our users its been a real nice tool for submitting help requests into our IT department. A variety of options and configurations allowed us to customize our portal to provide our users with the best help desk experience possible. Cons I wish I could add my own custom pages to the custom help desk portal. Love the ability to customize the current portal but it would be even better if I could add my own custom pages to the portal for instance ~ a secondary onboarding portal for a different HR team in our company. Switched from [IT Glue](https://www.capterra.com/p/170401/ITGlue/) A variety of reasons, not enough features. has tons of features and optional add-ins that make it a better product. Review Source GH Graeme H. Service Delivery Manager Food & Beverages Used the software for: 2+ years ### "Resigned for another 2 years" September 27, 2022 4.0 Great support, hard to get integrations sorted. Lackluster service management. Pros Easy to setup, easy to cusromise, and easy to train on. Cons Lack of good workspace integration, adding elements all cost a lot even on top tier. Alternatives considered [Cherwell Service Management](https://www.capterra.com/p/121158/Cherwell-Software/) Reason for choosing Freshservice Cost, ease of setup. Review Source WO Wannes O. Customer Support Team Leader Information Technology and Services Used the software for: 2+ years ### "great tool for handling tickets by mail or phone " September 28, 2022 5.0 monitoring of the tickets and their flow has drastically improved with the use of . Pros We like the most that we were able to set up different departments in the software and tickets can be moved easily between them. Also the customization of the tool can go pretty far. Cons Some feature request that seem pretty straight forward take forever to develop. Review Source ND Nassima D. Bosch France Machinery Used the software for: 6-12 months ### "Examen Freshservice du système de gestion interne des tickets de Gehan Homes" March 6, 2023 4.0 Nous sommes satisfaits des capacités de gestion des tickets et de suivi des actifs de , ainsi que de son prix abordable et de son excellent support client. Pros fournit un système de gestion des tickets simple et convivial qui permet une communication aisée avec les utilisateurs finaux. Cons Le système de gestion des stocks peut ne pas être fiable, avec des problèmes occasionnels avec la fonctionnalité de recherche. Review Source VR Verified Reviewer Head of Service Operations Used the software for: 1-2 years ### "Freshservice covers all our requirements for ITSM" March 29, 2018 5.0 A better, more efficient support for our customers with an 360° view over all assets, contracts and sla's. Pros At first, we like the modern and intuitive User Interface. Then, all our requirements about an ITSM solution are fulfilled (processes, reporting, solutions db, assets, contracts and so on). support our administrators in the daily business. The productivity tools like the Dispatch'r or Oberserver are awesome. The daily passes are cost effective for our consultants, who do not work with Fresh every day. In short: A modern and fresh ITSM tool with a lot of really nice feature, but not too complicated and "overloaded". Cons Our own fields (assets etc.) can not be selected for reporting. Overall, the reporting is too inflexible. It's possible to enhance ticket and other forms with own fields. Unfortunately with no relation to the standard fields or re-use. The support is sometimes really slow and you will wait for an answer. Review Source mK micah K. network administrator apprentice Information Technology and Services Used the software for: 6-12 months ### "pretty good, does the basics well. features could be improved" June 23, 2023 4.0 works for what it needs to do, but could be better Pros ease of use. it's very straightforward and easy to catch on to. don't need a user manual to figure out how to use it Cons mobile app doesn't have the same versatility the web version has, should be updated more frequently. Review Source VR Verified Reviewer IT Director Education Management Used the software for: 1-2 years ### "Task Management" November 24, 2020 4.0 Overall, this was an easy software to learn and helped our team be more collaborative, efficient, and productive. Pros When I became the \[SENSITIVE CONTENT HIDDEN\] for our school district, this is the first ticket management system I've ever used. It took a while to get our employees used to putting in help requests, but now they know this is the fastest way for them to get service. The workflow management helps get requests to the right person, and we love the parent/child ticket option. Most companies don't offer this and it has really helped when we have multi-layer tasks to accomplish. For the cost, this is a great product to keep your team efficient and productive! Cons It didn't seem to integrate our inventory as seamlessly as we liked and we prefer a more visual and user-friendly dashboard. Review Source PP Peter P. IT-Coordinator Construction Used the software for: 2+ years ### "Statisfied customer" September 28, 2022 5.0 Our helpdesk infrastructure has become more organised by using Pros \- Ease of use, easy to set-up, lot of new releases and features, good customer support Cons No big features are missing. Employee-offboarding would be nice Alternatives considered [SolarWinds Service Desk](https://www.capterra.com/p/129478/Solarwinds-Service-Desk/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Freshservice Ease of use and ease of set-up Review Source JL Joshua L. Senior Engineer Pharmaceuticals Used the software for: 1-2 years ### "A Star is Born" October 3, 2022 4.0 Pros The product is very easy to use and configure. Integration of apps are impressively easy. Seamless deployment. No code automation. Cons Hopefully more supported app integration in the future. Alternatives considered [ServiceNow](https://www.capterra.com/p/254088/ServiceNow/) Reason for choosing Freshservice Very customizable, freedom to configure, no code automation, lower cost Review Source RT Romil T. IT Helpdesk Education Management Used the software for: 2+ years ### "Great ITSM for Small team" April 3, 2024 5.0 Pros We use in a small team and it works great for us. It is very easy to use. It provides all ITSM requirements. Overall it meets our requirement in IT, security and accounting team. Cons So far we are happy with the product and don't have anything to dislike about it. Alternatives considered [JIRA Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/) Reason for choosing Freshservice Easy to work with. There is no complexity compared to Jira. Review Source MS Michelle S. IT Supervisor Government Administration Used the software for: 6-12 months ### "Affordable All-Inclusive IT Help Desk Solution" May 20, 2021 5.0 Pros Integration capabilities, asset management, alerting, purchase orders, analytics, mobile app, change tracking, release tracking, problem tracking, etc. This solution has so many useful tools available. No need to purchase 3rd party solutions to make it all-inclusive. Cons Some bugs here and there. Limitations to self-brand your portal. Limitations to associate tickets to service requests. Gamification is severely lacking, wish could offer Kaizo gamification integration. Alternatives considered [Track-It!](https://www.capterra.com/p/67028/Track-It/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Review Source LB Lutz B. Teamleader Service Desk Wholesale Used the software for: 2+ years ### "A good and powerful tool" August 25, 2023 5.0 Pros easy way to customize for our needs, All needed functions are in place, easy to handle Cons a good an helpfull too in my role as a service desk Teamleader. Reason for choosing Freshservice This was a Group decision Review Source MC Marco C. IT Expert Consumer Services Used the software for: 1-2 years ### "Freshservice: Modern and Reliable Ticketing Solution" April 9, 2024 5.0 Pros The capabilities of this ticketing solution are incredible. is easy to use and flexible. Cons I do not have dislikes for . Freshservice works so well for us. Review Source BT Brandon T. General Manager Information Technology and Services Used the software for: 2+ years ### "Great for customer support ticketing and tracking" May 11, 2023 4.0 We use Fresh Service for our customer support portal, with login access to self-help solutions, prompted responses, and messaging with live agents. The canned responses and auto solution recommendations are very helpful tools. Pros Simple layout, easy setup, very functional for support ticketing and tracking. Cons While many integrations are available, many don't work as desired or lack key features for full integration / automation of processes. Reason for choosing Freshservice more specific to customer support than internal support Review Source NT Niki T. Quality Management team Information Technology and Services Used the software for: 6-12 months ### "FreshService - Easy to use Help Desk tool" May 20, 2021 5.0 We are using to raise support tickets for our clients, follow up and resolve all issues presented on the tickets. We use FreshService to extract monthly reports and measure our support KPIs. Pros I like that the product is easy to set up and customize. Once you do customization, set up SLA policies, set up your agents and clients you are ready to go. Cons I don't like that agents have to manually extend the due by time. If ticket goes to pending, this time it spends on pending should be added to the due by time automatically Switched from [ChangeGear](https://www.capterra.com/p/146239/ChangeGear-ITSM/) Because we could not get valuable monthly reports from ChangeGear. Review Source RN Richard N. Support Lead Retail Used the software for: 6-12 months ### "Clean and easy to use" October 3, 2022 4.0 Really good, came from ZenDesk at previous employer to FreshDesk and then . Would take FreshService over all desks I have used. Pros Its clean and not cluttered. Easy to use and train new starters on. Customer service is overall great. A few changes are needed such as ability open in ticket images as a pop out like in FreshDesk and not to have some files open in a new tab but download. Cons Be good to have more control over separating categories based on group selected Switched from [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/) More functionality such as assets management and change control Review Source Muhammad S. CTO Financial Services Used the software for: 2+ years ### "We have developed a IT helpdesk scenario using freshservice and it is comfortably working for us" March 29, 2018 5.0 better manage our users issues and change requests. a high level of communication to give our users a satisfaction during the course from when they initiate a request, its progress and its ultimate completion. We also use this tool Lesson learned and utilize the historical tickets and its resolution when we have similar issues. We use Solutions function and most of the issue resolutions and methods are defined over there for smooth execution. We use this tool to provide our management the performance appraisal for IT Department Pros online and highy availability - well defined working structure - clear and crisp messages and seamless integration with our Email system. Cons more improvements are possible if they take input of our customers in terms of feedback on new functionality. Currently feedback is limited to current service quality. Review Source AS Andy S. Group IT Support Manager Retail Used the software for: 2+ years ### "Long time user" September 27, 2022 4.0 similar to most big orgs, initial contact and simple issues are resolved quickly. more complex issues take a longer for them to understand and get under control. also there seems to be a fast turnaround of account management staff, so continuity over time is difficult Pros ease of use for admins to control tickets via simple to use interface Cons new features take several revisions to get working correctly / fit for OUR purpose Alternatives considered [ServiceNow Customer Service Management](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Switched from [SysAid](https://www.capterra.com/p/107225/SysAid/) better UX Review Source VR Verified Reviewer Industry Principal Consultant Computer Software Used the software for: 1-2 years ### "Good ITIL compliant ITSM solution" November 14, 2022 4.0 Overall, is a great robust ITSM solution which can help any organization implement incident, problem and change management processes. Pros ITIL compliant, robust with intelligence to automate incident management processes, incident, problem and change management implementations. Cons Dashboard and reporting capabilities needs to be improved for producing better trend reports for management. 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.