--- title: "Freshservice Software Pricing, Alternatives & More 2026 | Capterra" description: "With the help of Capterra, learn about Freshservice Software - reviews, pricing plans, popular comparisons to other Help Desk products and more." source_url: "https://www.capterra.com/p/132997/Freshservice/" page_type: "product" language: "en" --- # Freshservice Software Review 2026: Features, Integrations, Pros & Cons Last updated on August 3, 2026 Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Description](#description)[Use cases](#use-cases)[Alternatives](#alternatives)[FAQs](#faqs)[Users](#users)[Pros and Cons](#pros-cons)[Features](#features)[Pricing](#pricing)[Integrations](#integrations)[Support](#support)[Reviews](#reviews) Freshservice ## What is Freshservice? Freshservice transforms the traditional IT help desk into an AI-native service desk designed to orchestrate outcomes, not just process tickets. By unifying ITIL-aligned processes with embedded intelligence, Freshservice empowers teams to move from reactive firefighting to proactive support. Powered by Freddy AI, employees get instant, conversational self-service directly in Slack or Microsoft Teams, deflecting routine requests before they become tickets. For agents, AI Copilot accelerates resolution by instantly summarizing issues, suggesting responses, and providing asset context. Deliver a frictionless, consumer-grade experience that scales your service delivery without adding enterprise complexity. ## What is Freshservice used for? [Help Desk](https://www.capterra.com/help-desk-software/)[IT Ticketing Systems](https://www.capterra.com/it-ticketing-systems-software/)[IT Management](https://www.capterra.com/it-management-software/) Recognitions Shortlist Best ease of use Overall rating Based on 779 user reviews Reviews sentiment Positive 95% Neutral 4% Negative 1% Pros & cons Streamlined team collaboration features Robust workflow automation tools Restrictive and basic reporting capabilities Persistent bugs and limited customization Starting price $19 Per User, Per Month Free trial available Capterra Shortlist charts the highest-rated and most popular products... - Help Desk / 2026 - IT Asset Management / 2026 - IT Management / 2026 - Knowledge Base / 2026 - Managed Service Providers (MSP) / 2026 - Incident Management / 2025 - Inventory Management / 2025 - Issue Tracking / 2025 - Knowledge Management / 2025 Our "Best of" badge program showcases products with the highest ratings... - Issue Tracking / 2026 - IT Ticketing Systems / 2026 Our "Best of" badge program showcases products with the highest ratings... ## Freshservice alternatives Highest Rated [4.7 (1,787)](https://www.capterra.com/p/102188/LiveAgent/reviews/) Starting price $15.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 97% of reviewers rated it above 4 stars [4.4 (4,088)](https://www.capterra.com/p/164283/Zendesk/reviews/) Starting price $115.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 89% of reviewers rated it above 4 stars [4.5 (3,466)](https://www.capterra.com/p/124981/Freshdesk/reviews/) Starting price $19.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 94% of reviewers rated it above 4 stars [4.5 (2,213)](https://www.capterra.com/p/169505/Zoho-Desk/reviews/) Starting price $20.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 94% of reviewers rated it above 4 stars [View all alternatives](https://www.capterra.com/p/132997/Freshservice/alternatives/) ## FAQs about Freshservice Overview ### What problems does Freshservice solve? Freshservice solves scattered support requests, manual ticket routing, poor asset visibility, and inconsistent SLA follow-up by centralizing incidents, service requests, knowledge, and device records in one workflow-driven system. IT help desks, service desk managers, facilities teams, HR, payroll, and cross-functional support teams benefit most from faster triage, clearer ownership, and easier collaboration. Answer based on 291 reviews Overview ### Which roles and teams benefit most from Freshservice? Freshservice is most used by IT managers, system administrators, service desk teams, and technical support staff who need to manage tickets, incidents, assets, and service requests efficiently. IT directors and executives use it for visibility into operations, while engineers and project managers support internal workflows, change management, and cross-team issue resolution. Answer based on 744 reviews Talk to an expert ### More questions? Ask our experts Overview ### What company size and industries is Freshservice built for? Freshservice is built for small businesses first, with 41% of reviewers, and is most common in Information Technology and Services at 18%. It is designed to scale from mid-market to enterprises, which matches its 34% midsize and 25% enterprise reviewer mix, and also appears in Computer Software and Education Management at 5% each. Answer based on 761 reviews Features and Usability ### What are the key features of Freshservice? Freshservice includes core ITSM features like ticket management, service request management, workflow automation, and SLA management. Differentiators include asset management with asset discovery and CMDB, plus a self-service portal and knowledge base. Reviewers also frequently mention reporting, customizable forms and workflows, and Active Directory integrations. Answer based on 316 reviews Pricing ### How much does it cost and what fees or limitations are included? Freshservice starts at $19/user/month for the Starter plan, with Growth at 49 and Pro at 99; a free trial is available. Reviewers often call it cost-effective with low onboarding costs, but note pricing rises for automation, asset features, or advanced tools locked to higher tiers. Answer based on 167 reviews Integrations ### Which third-party tools and platforms does Freshservice integrate with? Freshservice integrates with Slack, Microsoft Teams, Jira, Okta, TeamViewer, and Google Workspace, with reviewer mentions also citing Freshdesk and Trello. It supports over 50 integrations overall, including Box, Dropbox, GitHub, HubSpot CRM, and BambooHR, covering collaboration, identity, remote support, file storage, and CRM. Answer based on 130 reviews Getting Started and Support ### How easy is it to onboard and train a team on Freshservice? Freshservice is easy to onboard for most end users and frontline teams, with many reviewers saying they needed little or no training. Training is available in person, live online, through webinars, videos, and documentation. Admins usually need more time to learn workflows, change management, automation, and other advanced configuration features. Answer based on 28 reviews Getting Started and Support ### What customer support options does Freshservice offer, and how do users rate the experience? Freshservice offers email/help desk, FAQ/forum, a knowledge base, phone support, 24/7 live rep, and chat. Users generally describe support as responsive, helpful, and knowledgeable, with quick replies and solid setup guidance. Some report slower resolution for complex issues, inconsistent follow-through, and a preference for more direct conversations in certain cases. Answer based on 204 reviews Security ### How does Freshservice handle data security and access control? Freshservice uses permissions, group roles, agent security roles, SSO, SAML, SSL, sandbox testing, and secure asset data collection to control access and protect data. It also supports approvals, activity tracking, and access-management workflows. Some users report limited permission granularity, unclear role assignment, missing audit logs, and data residency or SSO limitations. Answer based on 24 reviews ## Who uses Freshservice? Based on Capterra reviews from the past year Talk to a software expert to get a free software list tailored to your business needs ## Pros and Cons Streamlined team collaboration features 96% positive reviews out of 89 Most reviewers find team collaboration tools enhance communication, organization, and efficiency across support operations. Deste F. IT HelpDesk, 1,001 - 5,000 employees. "Overall, Freshservice is a reliable and efficient ITSM platform that streamlines service desk operations and improves team collaboration." Restrictive and basic reporting capabilities 47% negative reviews out of 77 Some reviewers find reporting lacks flexibility, advanced customization, and is difficult to tailor for specific data needs. Deep K. Marketing Manager, 201 - 500 employees. "Advanced customization is less flexible than expected; tailoring reports to non-standard data points often requires workarounds." Robust workflow automation tools 96% positive reviews out of 54 Most reviewers describe automation as highly effective for reducing manual work and streamlining IT processes. Mohammed A. Operation Executive, 51 - 200 employees. "Powerful workflow automation that reduces manual work" Persistent bugs and limited customization 66% negative reviews out of 71 Most reviewers report recurring bugs, inflexible default fields, and frustrating limitations in customization and form editing. seun O. Snr System Analyst & Integrator , 51 - 200 employees. "the inability to register certificates and certain operational activity" Effortless and intuitive setup process 97% positive reviews out of 36 Most reviewers indicate setup is straightforward, quick, and requires minimal technical expertise or training. Akshay D. Devops Engineer, 51 - 200 employees. "My overall experience with Freshservice is positive, especially in terms of usability, setup speed, and day-to-day IT support operations." ## Features AI summary Based on 5,070 Help Desk reviews Capterra data shows that buyers of help desk software rank the following features as their top priorities: - **Ticket Management** (**54%** of reviewers rated this feature as critical) - **Real-Time Notifications** (**39%**) - **Service Level Agreement (SLA) Management** (**38%**) Freshservice supports all three of the features reviewers value most: **Ticket Management**, **Real-Time Notifications**, and **Service Level Agreement (SLA) Management**. Together, these capabilities help teams organize and resolve requests efficiently, stay updated on issue activity as it happens, and track response commitments more consistently, helping businesses improve service quality and meet support expectations. Ticket Management 4.7 (199) 86.43% of 199 reviewers that rated this feature as important or highly important It gives you a central place to organize, prioritize, and resolve support requests. Users think the system is intuitive, customizable, and supports automation. They value the ability to track ticket status, reduce duplication, and integrate with third-party apps, though some mention occasional UX confusion. Real-Time Notifications 4.7 (57) 91.23% of 57 reviewers that rated this feature as important or highly important Notifications that are delivered to users as soon as an event occurs Service Level Agreement (SLA) Management 4.6 (112) 91.07% of 112 reviewers that rated this feature as important or highly important This capability helps you set, track, and enforce response and resolution times for tickets. Reviewers indicate it improves accountability, prioritization, and compliance. They value customizable SLAs, clear escalation rules, and the ability to monitor team performance for timely service delivery. Access Controls/Permissions 4.4 (108) 78.70% of 108 reviewers that rated this feature as important or highly important You can manage user roles and permissions with flexibility and security. Some users report granular controls for different responsibilities and easy segregation of teams. Reviewers appreciate strong data protection, though a few wish for even more granular options and easier management. Reporting/Analytics 4.2 (53) 67.92% of 53 reviewers that rated this feature as important or highly important View and track pertinent metrics to find patterns and gain insights from data Self Service Portal 4.5 (127) 83.46% of 127 reviewers that rated this feature as important or highly important Freshservice offers a self-service portal that empowers users to resolve issues independently. Reviewers appreciate its modern, intuitive interface, customization options, and integrated knowledge base. They say it reduces ticket volume, improves user satisfaction, and streamlines request submission. Freshservice 187 features ### All Features - Access Controls/Permissions: You can manage user roles and permissions with flexibility and security. Some users report granular controls for different responsibilities and easy segregation of teams. Reviewers appreciate strong data protection, though a few wish for even more granular options and easier management. - Active Directory Integration: Integrates with Active Directory - Activity Dashboard: Dashboard to view the status of ongoing processes, identify current incidents and track past activities - Activity Tracking: Track and document all activities across devices, networks, and other systems - AI Copilot: A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users - AI Summarization: Uses AI to condense large amounts of text, audio, or video data into a coherent form - Alerts/Escalation: System alerts about the need to escalate an issue or request - Alerts/Notifications: Alerts or notifications of various types such as pop-up messages, sounds, banners, or badges - Analytics: Tools for the systematic analysis of various types of data or statistics - API: Application programming interface that allows for integration with other systems/databases - Approval Process Control: Manage the process of evaluating documents or requests submitted for approval - Approval Workflow: Route documents and other data through one or more stakeholders for review and approval - Asset Lifecycle Management: Manage assets throughout their lifecycle to optimize profit - Asset Tracking: Monitor the usage of assets, such as equipment, tools, software, etc., throughout their lifecycle - Assignment Management: Assign issues and tasks based on availability or required skills - Audit Management: Plan, schedule, and execute organization's accounts and assets to ensure compliance with policies and laws - Audit Trail: A record of all activities within the system, including user access, changes made, etc. - Automated Discovery: Automatically identify systems to be monitored - Automated Responses: Automatic reply functionality for incoming messages - Automated Routing: Tickets are automatically assigned to specific agents based on predefined rules - Barcode/Ticket Scanning: Scan barcodes to ensure accurate pricing and label tracking - Billing & Invoicing: Create, manage, and send invoices or bills to customers - Budget Tracking: Track actual spending to ensure it's in line with the planned budget - Build Automation: Writing code or scripts to automate repetitive tasks, streamline processes, and increase efficiency within an IT environment - Business Impact Analysis: Predicts the consequences of disruption to a business function. - Buy Side (Suppliers): An agreement between a business and an external supplier for the delivery of a set of products or services - Calendar Management: Track and manage schedules and meetings via an integrated calendar - Canned Responses: Shortcuts for inputting frequently used messages - Case Management: Work on a set of tasks related to a particular charge, patient, legal issue or any other complex entity or process - Catalog Management: Create and manage digital catalog of products/services with their details, specifications, and price - Change Management: Track and monitor efficient handling of all changes/transitions - Change Planning: Planning training and tasks to facilitate the transition to new technology, process, or workflow. - Change Tracking: Track changes in laws and regulations and compare previous legislation to current legislation - Chat/Messaging: Communicate using direct chat or messages within the system - Chatbot: AI-based platform which conducts a conversation via auditory or textual methods - Client Portal: Private online space that lets businesses securely share documents and provide information access to clients - CMDB: Configuration Management Database - Collaboration Tools: Provides a channel for team members to share AI models, media files, communicate, and work together - Commenting/Notes: Leave comments and notes on documents for others to view - Completion Tracking: Track the current status and completion of activities, tasks, goals or deliverables via progress indicators - Compliance Management: Track and manage adherence to policies for any service, product, process, or supplier - Compliance Tracking: Track and report regulatory data to either internal management or external stakeholders - Configurable Workflow: Configure existing workflows to meet your organization's needs - Configuration Management: Identify component attributes like servers, hardware, software, and manage relationships across all services - Content Management: Handles digital content throughout its lifecycle, from creation and storage to distribution and archiving - Contract Drafting: Create, edit, and revise contracts/written agreements - Contract/License Management: Track, store, and access client contracts or licenses - Corrective and Preventive Actions (CAPA): Investigate and take action at root cause or error in processes to prevent recurring issues - Cost Tracking: Process to track, record, and analyze expenses that occurred over the entire duration of a given project - CRM: Built-in customer relationship management (CRM) capabilities or integration with a third-party CRM system - Customer Complaint Tracking: Track customer complaints from initiation through resolution - Customizable Branding: Add customized logos and colors to align with company branding - Customizable Fields: Customize data fields to support various needs and use cases - Customizable Forms: Customize contracts and forms to collect specific information - Customizable Reports: Alter the layout and content of reports - Customizable Templates: Pre-designed layouts that can be customized to match preferences and requirements - Dashboard: Assembly of graphs and charts for visualizing and tracking statistics/metrics - Data Import/Export: Import and export data to and from software applications - Data Visualization: Graphical representation of data - Device Auto Discovery: Automatically scan the network for devices and take pre-defined actions upon discovery - Disaster Recovery: Plan and implement business continuity measures in case of unforeseen events - Document Automation: Automated or logic-based workflows that assist in the creation of electronic documents - Document Management: Store, manage, and track all electronic documents in a centralized location - Document Storage: Store and organize documents in a centralized system - Documentation Management: Manage product specific documents in a categorized order - Drag & Drop: Assemble applications and processes by dragging over and arranging pre-built components - Drag & Drop Editor: Editing tool that allows users to drag and drop images, icons, widgets, or other components - Electronic Signature: Digitally sign online documents - Email Alerts: Receive and/or send email notifications for urgent updates, requests, or other information - Email Management: Manage, store and organize emails within the system or via third-party apps - Email Templates: Pre-made examples and templates for emails - Employee Onboarding: Process of familiarizing new employees with the company, their position, and responsibilities - Event Logs: A chronological record of actions or occurrences within a network, software, or process - Feedback Management: Collecting, analyzing, and utilizing feedback from users or customers to improve a product or service - File Sharing: Public or private sharing of digital files such as documents, audio/video, images, and more - For IT Project Management: Supports project management for IT professionals & teams - Forecasting: Form predictions based on past and present data/trends - Forms Management: Store, manage and track all forms in a centralized location - Full Text Search: Search for specific words or phrases within a document or database - Help Desk Management: Managing service requests, incidents, IT issues & support with a ticketing system - HR Management: Automates core HR functions such as talent management, employee evaluation and learning management - Incident Management: Manage and track all disruptions and incidents - Incident Reporting: Report and update incidents related to health or workplace injuries that occur on a job or en route to a job site - Incident Response Checklists: Checklist to confirm the incident and response. - Inventory Auditing: Cross-checking financial records with physical inventory counts and records - Inventory Management: Track and manage inventory levels to maintain proper supply - Inventory Optimization: Maintain and control the stock level of inventory - Inventory Tracking: Track and monitor inventory items, such as raw materials, unfinished goods, and ready-to-sell items - Investigation Management: Oversee people and resources to carry out an investigation - Issue Auditing: Inspecting the issue resolution process for compliance with related systems and regulatory guidelines - Issue Management: Identify and respond to unexpected problems or failures (ie. "negative events") - Issue Scheduling: Schedule and assign issue completion dates and/or times - Issue Tracking: Record and follow the progress of every issue - IT Asset Management: Managing inventories and tracking changes to hardware and software configurations - IT Asset Tracking: Monitor the movement of one or more IT assets throughout the organization - IT Incident Management: Manage incidents related to outages or breaches in functionality of IT systems - IT Reporting: Tracking KPIs over a certain period to assess helpdesk issues, ticket status & resolution, costs and revenue stats, assets usage & more - Knowledge Base Management: Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support - Knowledge Library: A repository of previously used/received RFP questions with responses - Knowledge Management: Gather, organize, share, and analyze knowledge in terms of resources, documents, and people skills - License Inventory: Manage license files and packages purchased in a centralized repository - License Management: Track and organize the number of licenses available to the organization - License Tracking: Maintains a history of customer licenses - Live Chat: Ability to chat online in real time - Maintenance Management: Manage, maintain and track the performance of assets and equipment - Maintenance Scheduling: Schedule predetermined or ad hoc maintenance services and labor requests - Mobile Access: Access software remotely via mobile devices - Mobile Alerts: Notifications via mobile devices - Mobile App: Access the system via a mobile application - Monitoring: Observe and track the demand, usage, progress or quality of a system, product, or user - Multi-Channel Communication: Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. - Multi-Channel Management: Manage inventory, communication, marketing, orders & more across warehouses, stores and online channels - Multi-Language: Manage and support multiple languages - Multi-Location: Manage and support multiple locations - Multiple User Accounts: Allow multiple users with individual logins and varying permissions to use the same account, software, portal, or service - On Call Scheduling: Track and organize on-call shifts - Onboarding: Process of familiarizing new clients, stakeholders or employees with the company, a new location, or a service - Order Management: Manage and track customer orders for goods, investments, or any other purchases - Password Management: Generate and store passwords in an encrypted database and assist in retrieving lost or forgotten passwords - Patch Management: Install software updates and bug fixes remotely - Percent-Complete Tracking: Level of completion within a task - Performance Metrics: A set of indicators that tracks the performance of networks, applications, systems, teams, etc. - Performance Monitoring: Monitoring and measurement of relevant metrics to assess the performance of IT resources - Policy Management: Create, manage, and track policies and procedures within an organization - Pre-built Templates: Pre-defined templates within a library for common cases such as contracts, websites, emails, and more - Prioritization: Arrange tasks based on the level of priority or urgency - Problem Management: Identify and solve underlying cause of incident(s), and prevent future incidents from occurring - Procurement Management: Organize and manage all processes/procedures involved in purchasing goods and/or services - Product Identification: Ability to link barcodes or serial numbers with specific items for identification - Project Management: Plan and coordinate all the resources, costs and time needed to execute assignments - Project Tracking: Monitor the progress of projects from start to finish - Purchase Order Management: Create, send, and track purchase orders and their statuses - Real-Time Chat: Engage in direct, instant messaging with customers, users, etc. - Real-Time Data: Receive data and information in real time - Real-Time Monitoring: Active monitoring of systems, applications, or networks - Real-Time Notifications: Notifications that are delivered to users as soon as an event occurs - Real-Time Updates: Receive system updates as soon as any changes are made - Recurring Issues: Set an issue to repeat - Relationship Mapping: Creating relationships between different IT assets to define their status and dependencies in a network - Release Management: Planning, scheduling, and overseeing the release of software or system changes into a live or production environment - Remote Access/Control: Access work applications remotely, for when working away from the office and/or traveling - Remote Monitoring & Management: Remotely monitor and manage client networks, endpoints, systems, and devices via locally installed applications - Remote Update/Installation: Deploy updates or install new software remotely - Renewal Management: Manage and track the renewal process for various services, subscriptions, contracts, or licenses - Reporting & Statistics: Collection, analysis, and representation of numerical data and generation of reports to understand various patterns - Reporting/Analytics: View and track pertinent metrics to find patterns and gain insights from data - Requirements Management: Enables creation, management, and tracking of product requirements & features during product production/development - Requisition Management: Review, approve and cancel requests for goods/services to be purchased - Resource Management: Process of planning, scheduling and executing the optimal and effective use of human capital across projects - Risk Analysis: Analyze potential risks across the organization - Risk Assessment: Initiate collection and analysis of known risks - Role-Based Permissions: Set & manage permission levels based on user roles and restrict access to only authorized individuals - Routing: Plan daily routes to optimize employee scheduling and provide directions - Rules-Based Workflow: Automates and streamlines business processes by creating a sequence of predefined rules and actions that govern the flow of work - Scheduled/Automated Reports: Set a time to generate routine reports automatically - Scheduling: Plan availability and assign specific time slots for tasks and resources - Search: Search and/or filter for items using names, keywords, descriptions, tags, metadata, etc. - Search/Filter: Search and filter data across systems to locate required information by entering keywords or certain criteria - Secure Data Storage: Securely stores data to prevent data loss or breaches - Security Tools: Includes firewalls, intrusion detection, and network-based antivirus programs to provide security against online threats - Self Service Portal: Freshservice offers a self-service portal that empowers users to resolve issues independently. Reviewers appreciate its modern, intuitive interface, customization options, and integrated knowledge base. They say it reduces ticket volume, improves user satisfaction, and streamlines request submission. - Sell Side (Customers): An agreement between a buyer and a seller for the sale and delivery of goods or services - Service Catalog: Database containing accurate and up-to-date information on all operational services - Service Level Agreement (SLA) Management: This capability helps you set, track, and enforce response and resolution times for tickets. Reviewers indicate it improves accountability, prioritization, and compliance. They value customizable SLAs, clear escalation rules, and the ability to monitor team performance for timely service delivery. - Service Request Management: Assign, track and manage customers' service requests such as service enquiry, feedback/complaints and more - Single Sign On: Allow users to access multiple services after entering their login credentials once - SSL Security: Security protocol that ensures secure, encrypted communication over the internet, safeguarding sensitive data from unauthorized access - Status Tracking: Track the status over time for a request, process, asset, or transaction - Supplier Management: Manage all supplier data and operations - Support Ticket Management: With this capability, you can efficiently capture, assign, and track support requests across departments. Reviewers appreciate its clear workflows, customizable forms, and integrations for notifications. They say it keeps requests organized, improves response times, and is easy for teams to adopt. - Support Ticket Tracking: Track the status of support tickets/escalations as they move through the service queue - Survey/Poll Management: Create and administer polls and surveys - Surveys & Feedback: Gauge satisfaction and receive information for improvement and success - Tagging: Attach digital tags to documents and assets for identification, search, or monitoring purposes - Task Management: Create, manage and track all task activities and progression - Task Progress Tracking: Track the status and progress of tasks - Team Collaboration: Allow multiple team members to edit and work on the same document - Templates: Sample files or documents that could be customized as needed or used as is - Testing/QA Management: Checking for errors to prevent quality issues and maintain the integrity of the product/service as per set standards - Third-Party Integrations: Set up connections to third-party platforms to improve business processes - Ticket Management: It gives you a central place to organize, prioritize, and resolve support requests. Users think the system is intuitive, customizable, and supports automation. They value the ability to track ticket status, reduce duplication, and integrate with third-party apps, though some mention occasional UX confusion. - Troubleshooting: Take actions to troubleshoot issues for networks, devices, etc. - Usage Tracking/Analytics: Track and interpret metrics on the usage of company resources - Web Notifications: Set-up notifications and alerts for web browsers and apps. - Widgets: An extended application or connector that enables users to perform additional services with their current set of tools - Workflow Automation: Streamlining repetitive tasks and activities through automated and predefined workflows - Workflow Management: Create, design and manage workflows for repetitive tasks --- Get Advice We can help you find the software with the features you need. Features 4.3 (754) 4.3 Based on 754 reviews ## Pricing Value for money 4.4 (687) Free Trial [View pricing plan details](https://www.capterra.com/p/132997/Freshservice/pricing/) Starter $19.00 Per User,Per Month It includes: - Omnichannel support - Incident Management - 1000 Orchestration Transactions/Mo./Account - Analytics Starter - Custom SSL - Knowledge Base - Marketplace Apps - Mobile Apps - Multiple Portal Languages - Orchestration - Self Service Portal - Workflow Automator - Access Controls - Workspaces Growth $49.00 Per User,Per Month It includes: - 2000 Orchestration Transactions/Mo./Account - Approval Workflows - Asset Management - 100 Free Assets - Business Hours - Business Rules - Employee Onboarding - MSP Mode - Portal Customization - Purchase Order Management - Service Catalog - Multiple SLAs - Cloud Management - On-call Management Pro $99.00 Per User,Per Month It includes: - Incident Management - Problem Management - Change Management - Knowledge Base - Service Catalog - Support portal - Omnichannel - Multiple SLAs - Project Management - Release Management - Workflow Automator - 5000 Orchestration Transactions/Mo./Account - Access Controls Pro - IP Range Restrictions - Analytics Pro - Team Dashboards - Contract Management - Software License Management - Alert Management - Service Health Monitoring - SaaS Management (add-on) Enterprise Custom Quote Available It includes: - Sandbox - Audit Logs Value for money 4.4 (687) 4.4 Based on 687 reviews ## Integrations [ Slack](https://www.capterra.com/p/135003/Slack/)[ Dropbox](https://www.capterra.com/p/143068/Dropbox-Business/)[ Salesforce Sales Cloud](https://www.capterra.com/p/61368/Salesforce/)[ Jira](https://www.capterra.com/p/19319/JIRA/)[ Microsoft 365](https://www.capterra.com/p/227157/Microsoft-365/)[ TeamViewer ONE](https://www.capterra.com/p/194565/TeamViewer/)[ Microsoft Teams](https://www.capterra.com/p/168668/Microsoft-Teams/)[ SurveyMonkey](https://www.capterra.com/p/253516/SurveyMonkey/) Connect with a Capterra advisor for a free 15-minute consultation Get a personalized software list aligned to your business needs with guidance from our expert advisors. Our team has helped 1 million+ businesses like yours find options that fit their needs. ## Support, customer service and training options Customer Service 4.6 (719) Support - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat Training - In Person - Live Online - Webinars - Documentation - Videos Deployment - Web - Android - iPhone/iPad Typical users - Freelancers - Small businesses - Mid size businesses - Enterprises Customer Service 4.6 (719) 4.6 Based on 719 reviews ## User reviews Overall rating 4.6 Based on 779 reviews Filter by rating 5(480) 4(259) 3(31) 2(7) 1(2) Mentioned topic Sorted by most recent IP Ishvar P. Software Engineer Information Technology and Services ### "I stopped chasing customers over calls." 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 August 3, 2026 Using something since 2022 kind of tells you if it's actually good or not, and this one has held up. What I like most is that it ended all the confusion we used to have with customers about what was approved and what wasn't. Earlier someone could just say they approved it on a call, but there was never any proof of that. Now everything's on the ticket, dated and written down clearly. My work days are a lot less stressful now, I always know where a request stands instead of running after people for answers. Pros I've been using this tool since 2022, so I've had enough time with it to really trust what I'm saying. Before we had this in place, things were a mess honestly. Bug reports, new requirements, error issues, all coming through calls and emails, and half the time customers wouldn't give any proper approval. I'd try calling back and their number would be busy, or I'd send an email and just hear nothing back for days. Once we started using this, that whole headache went away. Now it's simple, raise a ticket first, we check it, and everything gets mentioned clearly right there. Been working this way for a few years now and it's made things a lot smoother. Cons Getting some of our older customers to actually raise a ticket instead of just calling took some convincing in the beginning, that took a bit of time. The generative AI suggestions are still not great for technical stuff either, I usually end up rewriting the reply myself unless it's something really routine Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. DD Divyarajsinh D. Software Engineer Information Technology and Services ### "No more chasing customers on calls, ticket first, clarity always" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 4.0 4.0 Customer Service 4.0 4.0 Likelihood to Recommend 9/10 August 3, 2026 This tool basically fixed our biggest communication problem. Earlier, "he said, she said" was a real issue, a customer would claim they approved something over a call that never actually happened, or say they sent details we never received. Now everything is documented from the start. If someone wants a bug fixed or a new requirement added, it has to go through a ticket, which means there's a clear trail, who asked for what, when, and what our response was. It's cut down miscommunication a lot and made my day-to-day work far less chaotic. Pros Before this tool, my day was a mess. I'd get bug reports, new requirements, and error reports through calls, emails, WhatsApp, whatever channel the customer felt like using that day. Half the time there was no proper approval on record, and when I'd try to follow up, the customer's number would be busy or they just wouldn't respond to email. So work would get stuck in limbo, not confirmed, not rejected, just floating. After we started using this tool, everything changed. Now the rule is simple: raise a ticket first, and we'll check and respond with everything clearly mentioned there. No more chasing people on calls. Everything the customer needs, approval, requirement, bug detail, goes into the ticket, and that becomes our single source of truth. Cons Getting some customers into the habit of raising a ticket instead of just calling took a little convincing at first, old habits die hard. Also, the generative AI suggestions are still a bit generic when the issue is technical; I usually end up rewriting the response myself for anything beyond a routine query. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. FS Fenny S. React JS Developer Information Services ### "Ticket first policy " 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 3.0 3.0 Likelihood to Recommend 9/10 August 1, 2026 Long-term use is really the test of whether a tool holds up, and this one has. What stands out most is how it ended the back and forth we used to have with customers over what was approved and what wasn't. Earlier someone could say they approved something on a call that never happened, or claim they sent an email we never got. Now it's all on the ticket, dated and documented. My day to day is calmer because of it, I know where every request stands without having to chase anyone down. Pros I've used this for a good while now, long enough to have seen it handle a lot. Before, my inbox and phone were basically chaos — bug reports, new requirements, error logs, all coming in through calls and emails, and customers would rarely give a proper approval. I'd try calling back and the line was busy, or an email would just sit unanswered for days. Once we moved everything to ticket-first, that whole problem disappeared. Now it's simple — raise a ticket, we check it, and everything gets mentioned clearly on record. I honestly don't miss the old way of working at all. Cons Took some of our older customers a while to get used to raising a ticket instead of just calling, that adjustment wasn't instant. I've also noticed the AI-based reply suggestions are still hit or miss for technical stuff, I end up rewriting most of it myself when the issue isn't a routine one. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. AN Akshith N. R and D analyst Biotechnology ### "Easy-to-Use ITSM Tool with Strong Incident Management, but SOP & Change Management Need Improvement" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 4.0 4.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 August 1, 2026 The tool is easy to use and one of the simplest ITSM solutions available. It helps manage and track multiple incidents efficiently, and its pricing is affordable. However, the Change Management and SOP tracking features are more complex compared to other modules. The AI features also need improvement to provide better automation and a smoother user experience. Pros One of simplest and proactive ITSM tool, easy to track, affordable pricing and can manage multiple incidents at single time Cons The change management or sop tracking is little complex compared to other tools and ai features need lot of improvement Review source Vendor Referred - Incentive Offered: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. BM Bheru M. Software Engineer Information Technology and Services ### "Finally, an ITSM tool that doesn't slow engineers down" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 9/10 July 30, 2026 Before this, our internal request process was scattered across email and Slack, which meant things got lost or forgotten more than I'd like to admit. Since switching, I actually trust that a ticket I file will get tracked and followed up on, and I'm not stuck chasing status updates manually. It fits into a dev's day-to-day better than I expected, quick to file requests, quick to get notified when something needs my attention, and the knowledge base has cut down on the same repeat questions landing in my queue. Not perfect, but it's made the operational side of my job noticeably less annoying. Pros As an engineer, I'm not a fan of anything that slows down my actual work, and this doesn't. Ticket tracking is clean enough that I can log a request, access, environment reset, whatever, and get back to coding without babysitting it. The real-time alerts are the real win though. When something breaks in prod, I know within seconds, not after someone pings me on Slack asking why I haven't looked at it yet. Macros have also cut down a ton of repetitive typing for the requests that come in looking identical every week. Cons The generative AI features are still a bit rough for anything technical. I've tried using it to draft responses to more detailed engineering questions, and it tends to oversimplify or miss context, so I end up rewriting most of it anyway, fine for routine stuff, not something I'd trust blind. Task splitting across teams could also be a little more flexible; when a ticket touches both backend and frontend, assigning ownership clearly sometimes takes an extra step or two. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. SN Sagar N. Sr.Software Engineer Information Services ### "Made our workflow actually feel like a workflow" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 9/10 July 30, 2026 We brought this on to replace a patchwork of spreadsheets and email chains, and it's genuinely made our process less chaotic. Setup was quick, the interface doesn't feel cluttered, and my team actually uses it consistently instead of falling back on old habits, which honestly is the real test. There's room to polish a few edges, but it's done what we needed it to do and then some. I'd recommend it to anyone tired of duct-taping their workflow together with five different tools. Pros Honestly, the thing that won me over was how fast I could get set up. I didn't need a huge onboarding call or a manual, I just started clicking around and it made sense. The workflow automation piece has saved my team a good chunk of time every week, especially on the repetitive stuff we used to do by hand. Customer support has also been solid whenever I've had a question; I got real answers from real people, not a canned script. Cons If I'm being picky, the mobile experience isn't quite as smooth as the desktop version. A couple of features feel like they were bolted on for phones rather than designed for them from the start. Also took me a bit of trial and error to figure out the more advanced filtering options, could use a couple more examples in the help docs. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. PB Pathik B. Sr. Front End Developer Information Services ### "Reliable and User-Friendly" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 July 29, 2026 We've been using Freshservice to manage our internal IT support, and it has worked well for our day-to-day operations. The ticketing system is straightforward, the interface is clean, and it gives us a better way to handle requests compared to using emails or spreadsheets. We've also had a good experience with their support team whenever we had questions. Overall, it's a dependable solution that has made our support process more efficient. Pros The best part for us has been how easy it is to keep track of support requests. Everything is in one place, so it's simple to assign tickets, follow updates, and close issues without confusion. It has helped our team stay organized even during busy days. Cons The initial setup took a little time because there are many options to configure. A few settings weren't immediately obvious, but after getting familiar with the platform, it became much easier to manage. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. AS Akanksha S. Sr. React JS Developer Information Technology and Services ### "Reliable Service Desk" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 4.0 4.0 Likelihood to Recommend 9/10 July 29, 2026 We've had a positive experience using Freshservice for our IT service management needs. It has helped us improve response times, organize support requests, and keep better visibility of our assets and service processes. The platform is reliable, easy to use, and has reduced a lot of the manual effort involved in managing IT operations. Customer support has also been responsive whenever we've needed assistance. Overall, it has been a valuable addition to our IT environment. Pros Freshservice has made it much easier for our IT team to manage day-to-day support requests. The interface is clean, tickets are easy to track, and the automation features save a lot of manual work. We also found the asset management and approval workflows helpful for keeping everything organized. The setup was straightforward, and our team adapted to it quickly. Cons There are a few advanced features that take some time to understand, especially during the initial setup. Some customizations could be more flexible, but once everything is configured properly, it works well for daily operations. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. Rakesh P. IT Analyst Telecommunications ### "Streamlined, Effective Ticket Tracking" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 4.0 4.0 Likelihood to Recommend 9/10 July 28, 2026 Pros Easy to use ITSM and ticket management tool, can track the tickets effectively and it helped to streamline ticketing process in IT team Cons The pricing is little expensive i feel for the features it offers as there are no cutting edge ai features Review source Vendor Referred - Incentive Offered: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. TP Tanay P. Software Engineer Information Services ### "Keeps the dev workflow smooth without getting in the way" 4.0 Overall Rating 4.0 4.0 Ease of Use 5.0 5.0 Features 4.0 4.0 Customer Service 4.0 4.0 Likelihood to Recommend 8/10 July 27, 2026 After relying on it daily for three years, it's become a reliable backbone for tracking bugs, managing sprints, and handling internal IT requests. Customer support has always been solid when we've needed help, and it keeps our engineering workflow moving without unnecessary friction. Pros Been using this for the last 3 years as a software engineer, and it's honestly night and day compared to the clunky legacy systems I've dealt with elsewhere. The ticket queues are clean, it doesn't take forever to onboard, and the built-in automations save our team a ton of manual overhead. Cons Reporting can be a bit rigid when you want to build deeply custom metrics, and mobile push notifications occasionally lag behind. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. [View all Reviews](https://www.capterra.com/p/132997/Freshservice/reviews/) ## Top-rated software of 2026 ### 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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