--- 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 License Management 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 September 29, 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 license management from manual spreadsheets into an automated, continuous system of record. By natively unifying IT Asset Management (ITAM) with service delivery on an AI-native platform, organizations gain real-time visibility into software installations, SaaS usage, and license entitlements across hybrid environments. Detect underutilized licenses to eliminate waste, cut costs, and reallocate budget strategically. Automated discovery ensures you remain audit-ready and protected against compliance risks or regulatory penalties. Stop guessing what software your enterprise uses. Strengthen software governance, optimize your IT spend, and make data-driven purchasing decisions 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 802 user reviews Reviews sentiment Positive 95% Neutral 4% Negative 1% Pros & cons Centralized team collaboration features Time-saving workflow automation tools Restrictive and basic reporting Customization and interface limitations 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 (1,789)](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 [4.5 (3,486)](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 [4.4 (4,093)](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 (2,216)](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, missed SLAs, and poor visibility into workloads, assets, and recurring issues by centralizing ticketing, approvals, knowledge, and automation. IT help desks, service desk managers, network teams, and growing cross-functional teams benefit most from faster resolution, clearer ownership, and smoother collaboration. Answer based on 316 reviews Overview ### Which roles and teams benefit most from Freshservice? Freshservice is most used by IT managers, system administrators, service desk teams, and IT support staff who need to manage tickets, incidents, assets, and employee requests efficiently. Software and systems engineers use it to streamline internal issue resolution, while IT directors, CTOs, and CEOs rely on reporting and visibility to oversee service performance. Answer based on 775 reviews Overview ### What company size and industries is Freshservice built for? Freshservice is built for mid-market and enterprise organizations, while 39% of reviewers come from small businesses and 37% from midsize companies. It serves IT, HR, finance, and other teams across industries, with reviewer concentration highest in Information Technology and Services at 20%, followed by Computer Software and Education Management at 5% each. Answer based on 792 reviews Features and Usability ### What are the key features of Freshservice? Freshservice includes core ITSM features like ticket management, workflow automation, and a self-service portal with service catalog and knowledge base. Differentiating capabilities include asset management with CMDB, SLA management, approval workflows, and reporting dashboards. Reviewers also frequently note customizable forms, routing rules, and team collaboration within tickets. Answer based on 332 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 per user monthly, plus a free trial. Reviewers often call it cost-effective and easy to onboard, but smaller teams note prices rise as automation, asset management, and higher-tier features become necessary. Answer based on 171 reviews Integrations ### Which third-party tools and platforms does Freshservice integrate with? Freshservice integrates with over 50 third-party tools, including Freshdesk, Jira, Slack, Microsoft Teams, Okta, TeamViewer, and Google Workspace. Its catalog also extends into storage, HR, and CRM tools such as Dropbox, Box, BambooHR, and HubSpot CRM, covering communication, identity, support, and workflow needs. Answer based on 135 reviews Getting Started and Support ### How easy is it to onboard and train a team on Freshservice? Freshservice is generally quick to onboard for agents and end users, with many teams reporting minimal training needs and a beginner-friendly interface. Training is available through in-person sessions, live online classes, webinars, videos, and documentation. Admins usually need more time to learn workflows, change management, automations, and deeper configuration. Answer based on 30 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 often describe support as responsive, helpful, and knowledgeable, with quick replies and useful guidance during setup and troubleshooting. Some report slower or inconsistent handling for complex issues, feature requests, and occasional deadline clarity. Answer based on 208 reviews Security ### How does Freshservice handle data security and access control? Freshservice uses permissions, group and agent security roles, ticket approvals, SSO via SAML or Microsoft products, SSL for secure portal connections, sandbox testing, and asset discovery with device data reporting. Reviewers also note limits around granular admin permissions, unclear role assignment, missing audit logs, and restricted data residency options. 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 Centralized team collaboration features 96% positive reviews out of 100 Most users report team collaboration tools help organize work, enhance communication, and improve service delivery. 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 45% negative reviews out of 87 Some users report reporting tools lack customization, advanced options, and are difficult to use for detailed analysis. Deep K. Marketing Manager, 201 - 500 employees. "Advanced customization is less flexible than expected; tailoring reports to non-standard data points often requires workarounds." Time-saving workflow automation tools 97% positive reviews out of 60 Most reviewers describe automation as streamlining repetitive tasks, improving efficiency, and reducing manual workload significantly. Mohammed A. Operation Executive, 51 - 200 employees. "Powerful workflow automation that reduces manual work" Customization and interface limitations 66% negative reviews out of 73 Most users comment on persistent bugs, limited customization, and interface quirks that hinder smooth daily operations. Jeki M. Technical Leader - Front End, 201 - 500 employees. "It's not perfect, and the rigid customization still bugs me from time to time, but four years in, it's earned its spot in our stack." Quick and simple setup process 95% positive reviews out of 38 Most reviewers indicate setup is straightforward, requiring minimal technical expertise and allowing fast implementation. 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." Challenging notification management 50% negative reviews out of 40 Some reviewers describe excessive or confusing email notifications, difficulties with configuration, and occasional delivery problems. Phillip M. ICT Support Officer, 51 - 200 employees. "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." ## Features AI summary Based on 5,135 License Management reviews Capterra data shows that buyers of Help Desk software rank the following features as their top priorities: - **Ticket Management** (**55%** of reviewers rated this feature as critical) - **Support Ticket Management** (**49%**) - **Real-Time Notifications** (**39%**) Freshservice includes all three features that reviewers consider most important: **Ticket Management**, **Support Ticket Management**, and **Real-Time Notifications**. Together, these capabilities help businesses organize incoming requests, track support issues from start to finish, and keep teams updated as changes happen, allowing teams to respond faster and deliver more consistent service. Ticket Management 4.7 (204) 86.76% of 204 reviewers that rated this feature as important or highly important It gives you a central place to organize, prioritize, and resolve support issues. Users think the customizable views, automation, and easy tracking improve efficiency and response times, though some find advanced options confusing or wish for more intuitive customization. Support Ticket Management 4.7 (114) 86.84% of 114 reviewers that rated this feature as important or highly important With this capability, you can efficiently capture, assign, and track support requests across departments. Reviewers appreciate the organized workflows, customizable forms, integrations for notifications, and clear audit trails, though some mention limitations in adapting workflows to unique processes. Real-Time Notifications 4.6 (66) 92.42% of 66 reviewers that rated this feature as important or highly important Notifications that are delivered to users as soon as an event occurs Mobile Access 4.2 (20) 55.00% of 20 reviewers that rated this feature as important or highly important Access software remotely via mobile devices Service Level Agreement (SLA) Management 4.6 (120) 91.67% of 120 reviewers that rated this feature as important or highly important This aspect helps you track and enforce timely responses and resolutions based on ticket priority. Reviewers indicate SLA management improves accountability, allows for custom policies, and provides useful alerts, making it easier to meet organizational service standards. Self Service Portal 4.5 (140) 82.86% of 140 reviewers that rated this feature as important or highly important Freshservice offers a self-service portal that empowers users to resolve issues independently and submit requests easily. Reviewers appreciate the intuitive interface, customization options, and integrated knowledge base, which help reduce ticket volume and improve user satisfaction. Freshservice 187 features ### All Features - Access Controls/Permissions: You can manage user roles and permissions with granular control. Reviewers appreciate the flexibility to define custom roles and secure sensitive data, though some say the role matrix is complex and wish for even more granular or automated options. - 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 and submit requests easily. Reviewers appreciate the intuitive interface, customization options, and integrated knowledge base, which help reduce ticket volume and improve user satisfaction. - 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 aspect helps you track and enforce timely responses and resolutions based on ticket priority. Reviewers indicate SLA management improves accountability, allows for custom policies, and provides useful alerts, making it easier to meet organizational service standards. - 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 the organized workflows, customizable forms, integrations for notifications, and clear audit trails, though some mention limitations in adapting workflows to unique processes. - 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 issues. Users think the customizable views, automation, and easy tracking improve efficiency and response times, though some find advanced options confusing or wish for more intuitive customization. - 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 (777) 4.3 Based on 777 reviews ## Pricing Value for money 4.4 (710) 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 - On-call Management - Portal Customization - Purchase Order Management - Service Catalog - Multiple SLAs - Cloud Management Pro $99.00 Per User,Per Month It includes: - Access Controls Pro - Alert Management - Change Management - Contract Management - Project Management - Release Management - Software License Management - Incident Management - Knowledge Base - Service Catalog - Support portal - Omnichannel - Multiple SLAs - Workflow Automator - 5000 Orchestration Transactions/Mo./Account - Analytics Pro - IP Range Restrictions - Problem Management - Team Dashboards - Service Health Monitoring - SaaS Management (add-on) Enterprise Custom Quote Available It includes: - Sandbox - Audit Logs Value for money 4.4 (710) 4.4 Based on 710 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 4.5 (742) 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 4.5 (742) 4.5 Based on 742 reviews ## User reviews Overall rating 4.6 Based on 802 reviews Filter by rating 5(493) 4(268) 3(32) 2(7) 1(2) Mentioned topic Sorted by most recent samala V. Securities and accounting associate Accounting ### "Freshservice review given by vamshi samala" 4.0 Overall Rating 4.0 4.0 Ease of Use 4.0 4.0 Features 4.0 4.0 Customer Service 3.0 3.0 Likelihood to Recommend 7/10 September 24, 2026 Pros The interface itself is intuitive and easy to get used to, which made onboarding smoother for the team. On top of that, the knowledge base has been genuinely useful being able to check whether a similar issue has come up before means we can resolve recurring problems much faster instead of troubleshooting from scratch each time. Cons On the performance side, we've noticed the UI starts to lag when more than 10 team members are logging tickets at the same time. I've run into a similar slowdown when trying to bulk edit tickets, which can be a bit frustrating during high-volume periods. Switched from [ServiceNow](https://www.capterra.com/p/254088/ServiceNow/) Due to pricing and support i have made a switch 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. Suchith K. Technical writer Information Technology and Services ### "Fresh service review by suchith " 4.0 Overall Rating 4.0 4.0 Ease of Use 4.0 4.0 Features 4.0 4.0 Customer Service 3.0 3.0 Likelihood to Recommend 8/10 September 24, 2026 Pros Freshservice's ITIL Change Management module has been a real asset for auditing purposes. It gave us a clear, structured way to track changes, and monitoring our assets along with their full lifecycle became noticeably easier something that used to take a lot more manual effort to keep on top of. Cons One drawback is around AI capabilities. Freddy AI isn't included in the lower-tier subscriptions, and once we looked into upgrading to access it, the pricing turned out to be steeper than we'd expected making it a harder feature to justify for teams working with a tighter budget. Alternatives considered [ServiceNow](https://www.capterra.com/p/254088/ServiceNow/) [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reasons for choosing Freshservice The pricing and support seems better for Freshservice 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. Brijesh A. Tax consultant Accounting ### "Fresh service review by Brijesh " 5.0 Overall Rating 5.0 5.0 Ease of Use 4.0 4.0 Features 4.0 4.0 Customer Service 3.0 3.0 Likelihood to Recommend 9/10 September 24, 2026 Pros The mobile app has been a real convenience being able to approve requests on the go, without needing to be at a desk, keeps things moving even when I'm away from the office. The role-based access is also spot on, giving each team member exactly the level of access they need, nothing more and nothing less. Cons The reporting dashboards feel fairly basic and don't offer much depth for teams looking to dig into detailed metrics. Along with that, the documentation could use some improvement — it isn't always thorough enough to fully address the questions or edge cases we run into. 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. Eswara Rao K. Senior application software engineer Information Technology and Services ### "Freshservice review" 4.0 Overall Rating 4.0 4.0 Ease of Use 4.0 4.0 Features 4.0 4.0 Customer Service 5.0 5.0 Likelihood to Recommend 8/10 September 24, 2026 Pros Freshservice made an immediate difference in how efficiently we work. The self-service portal was the real gamechanger everyone could log in, see ticket status, and stay updated without chasing anyone down. It cut out a lot of back-and-forth and gave the whole team much better visibility of what was happening. Cons When it comes to custom reports, though, Freshservice falls a bit short. The customization options just aren't robust enough for our needs, so we've had to work around it by exporting reports to Excel and doing the deeper analysis manually on our own systems. 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. MR Mohammeed R. Technical Engineer Computer & Network Security ### "User-Friendly Ticketing and Workflows, but Pricey at Higher Tiers" 4.0 Overall Rating 4.0 4.0 Ease of Use 4.0 4.0 Features 4.0 4.0 Customer Service 4.0 4.0 Likelihood to Recommend 9/10 September 16, 2026 Pros Freshservice is very easy to use, with a clean, modern interface that our agents learned quickly and end users find simple. The workflow automator saves us a lot of time by routing and assigning tickets automatically, and SLA tracking keeps the team on top of response times. The self-service portal and knowledge base have also reduced repetitive tickets, and having asset details linked to tickets makes troubleshooting faster. Cons Reporting is fairly basic out of the box, and building detailed custom reports takes extra effort. Many useful features, like advanced automation and asset management, are only in higher-priced plans, and costs add up as the number of agents grows. Customization has some limits for complex workflows, and the mobile app isn't as capable as the web version. Email notifications can also get overwhelming without careful tuning. 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. SV Sanju V. AI Engineer Hospital & Health Care ### "Powerful and Easy-to-Use IT Service Management Platform" 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 9/10 September 11, 2026 Overall, my experience with Freshservice has been positive. It is an effective and user-friendly platform for ticketing and knowledge management. The workflows are advanced, flexible, and easy to set up. However, finding product information and resources can sometimes be challenging, and there are occasional glitches depending on the region. Overall, it is a useful tool for improving IT service management and workflow efficiency. Pros Freshservice was very effective it ticketing, knowledge management tool. The workflows are advanced and very easy to get started. Cons The product information, videos and knowledge base is very hard to find and there are some glitches in the tool for specific regions. 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. AC Alex C. Managing Partner Law Practice ### "We’re finally tracking hardware requests without having to chase down anything." 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 10/10 September 10, 2026 For a small law office like ours, this platform hits the nail on the head - we finally have a way to track IT issues without needing to hire someone full-time. The price is honestly a no-brainer when you think about how many hours I used to waste just chasing down who had the backup drive. Pros Before Freshservice, keeping track of who had which laptop or checking when someone needed IT help meant digging through endless email threads and WhatsApp messages. Now, every asset request from our associates gets logged automatically. Cons The mobile app feels like an afterthought, especially when you're trying to answer tickets from court or during client meetings. Setting up the notifications took a bit more digging than I’d hoped, but they work fine once you actually get them sorted. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. AN Anonymous User Senior process executive Computer Software ### "Freshservice" 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 8/10 September 9, 2026 Pros The freshservice tool is the best itsm tool, very easy to use and the guides and product information is easily available and good customer support team. Cons The change management and other capabilities needs improvement, they are very basic unlike the advanced ITSM features on the tool. 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. Erin F. Analyst Hospital & Health Care ### "Good, but better options exist " 4.0 Overall Rating 4.0 4.0 Ease of Use 3.0 3.0 Features 4.0 4.0 Customer Service 4.0 4.0 Likelihood to Recommend 6/10 September 1, 2026 Used with complex epic workflows and ticketing. Good for a large healthcare IT organization. I was onboarded to this from EasyVista Pros Strong ticket managing system- able to handle all ticketing related items in one intuitive location. Cons Less features than ServiceNow. Limited reporting features- unable to execute highly customized reports Switched from [EV Service Manager](https://www.capterra.com/p/124331/EasyVista/) Merger required switch to new ticketing system Alternatives considered [ServiceNow](https://www.capterra.com/p/254088/ServiceNow/) Reasons for choosing Freshservice Cost, cheaper than the other alternatives 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 Anonymous User Senior Business Analyst Banking ### "User friendly and effective ITSM tool" 4.0 Overall Rating 4.0 4.0 Ease of Use 5.0 5.0 Features 4.0 4.0 Customer Service 5.0 5.0 Likelihood to Recommend 2/10 August 30, 2026 Overall, my experience with Freshservice has been positive. It helps organize IT service requests, improves ticket tracking, and reduces manual work through automation. The platform is reliable and user-friendly for day-to-day IT service management. Pros Freshservice is easy to use and has a clean interface. I like the ticket management, automation, and workflow features, which make it easier to track requests and manage IT support efficiently Cons Some advanced features and customizations can take time to configure. Reporting could also be more flexible for specific business requirements. 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. Popular comparisons [Freshdesk vs Freshservice](https://www.capterra.com/compare/124981-132997/Freshdesk-vs-Freshservice)[Zendesk Suite vs Freshservice](https://www.capterra.com/compare/132997-164283/Freshservice-vs-Zendesk)[Milvus vs Freshservice](https://www.capterra.com/compare/132997-202528/Freshservice-vs-Milvus)[LiveAgent vs Freshservice](https://www.capterra.com/compare/102188-132997/LiveAgent-vs-Freshservice)[JIRA Service Management vs Freshservice](https://www.capterra.com/compare/132997-227102/Freshservice-vs-JIRA-Service-Management)[Zoho Desk vs Freshservice](https://www.capterra.com/compare/132997-169505/Freshservice-vs-Zoho-Desk)[Supremo Remote Desktop vs Freshservice](https://www.capterra.com/compare/132997-177094/Freshservice-vs-Supremo-Remote-Desktop)[SysAid vs Freshservice](https://www.capterra.com/compare/107225-132997/SysAid-vs-Freshservice)[LiveChat vs Freshservice](https://www.capterra.com/compare/62194-132997/LiveChat-vs-Freshservice) [ServiceNow vs Freshservice](https://www.capterra.com/compare/132997-254088/Freshservice-vs-ServiceNow)[ManageEngine ServiceDesk Plus vs Freshservice](https://www.capterra.com/compare/132997-179501/Freshservice-vs-ManageEngine-Service-Desk-Plus)[Tidio vs Freshservice](https://www.capterra.com/compare/132997-144040/Freshservice-vs-Tidio-Chat)[SolarWinds Service Desk vs Freshservice](https://www.capterra.com/compare/129478-132997/Solarwinds-Service-Desk-vs-Freshservice)[Remote Monitoring and Management vs Freshservice](https://www.capterra.com/compare/132997-144309/Freshservice-vs-Atera)[BOSSDesk vs Freshservice](https://www.capterra.com/compare/132997-144825/Freshservice-vs-BOSS-Solutions)[TeamDynamix vs Freshservice](https://www.capterra.com/compare/121317-132997/TeamDynamix-vs-Freshservice)[Salesforce Service Cloud vs Freshservice](https://www.capterra.com/compare/132997-136189/Freshservice-vs-Salesforce)[NinjaOne vs Freshservice](https://www.capterra.com/compare/132997-184229/Freshservice-vs-NinjaOne)