# Page 2 | Freshservice Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 2 - Is Freshservice the right IT Service solution for you? Explore 683 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/132997/Freshservice/reviews --- Freshservice 4.5 (683) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated March 23rd, 2026 # Page 2 - Reviews of Freshservice ## Showing most helpful reviews Showing 26-50 of 683 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use DF Dominique F. Systems Administrator Government Administration Used the software for: 1-2 years ### "Freshservice significantly improved our internal IT service delivery" March 19, 2026 5.0 Overall, our experience has been very positive. We have been using Freshservice for approximately three years with about 20 agents supporting roughly 300 staff across multiple locations. The platform has helped us move from a reactive email-based support model to a much more structured and efficient service management approach. It has improved accountability, response tracking, and overall service delivery within our IT department. We would definitely recommend Freshservice to organizations looking for a well-balanced ITSM solution that is easy to use, reasonably priced, and capable of maturing with your service management processes. Pros Freshservice has greatly improved how our ITMS department delivers support to our organization. Before implementation we relied heavily on email which made tracking requests, approvals, and accountability difficult. With Freshservice we now have a centralized platform for incident management, service requests, and asset management which has significantly improved our efficiency and visibility. The service catalog has been especially valuable since we can now standardize requests, apply approval workflows, and automate processes that were previously handled manually. The interface is very clean and user friendly for both agents and staff, which helped with adoption across the organization. Asset management is also a strong feature as it allows us to properly track our IT equipment lifecycle. We also found the pricing very competitive compared to alternatives like Jira while still providing the core functionality we needed. It is also encouraging to see continuous improvements and new features being added over time. Cons While the platform works very well for our needs, some advanced features available in more complex platforms like Jira are not as deep. However, for our use case this has not been a major issue and Freshservice continues to improve its capabilities. Ticket field customization and validations could also be slightly more flexible, but the available features still meet most operational needs. Alternatives considered [Jira](https://www.capterra.com/p/19319/JIRA/)[ServiceNow](https://www.capterra.com/p/254088/ServiceNow/) Reason for choosing Freshservice We selected Freshservice due to its competitive pricing, ease of use, and clean graphical interface compared to more complex alternatives. Review Source Praphul Kumar P. Tech lead sr System Admin Insurance Used the software for: 2+ years ### "Efficient, User-Friendly ITSM Tool with Strong Automation Capabilities" March 17, 2026 5.0 Overall, my experience has been very positive. Handling the entire platform alone as a Tech Lead has been manageable due to its ease of use and automation capabilities. It has helped improve operational efficiency, reduce turnaround time, and bring better structure to ticket and service request management. While there are areas for improvement, especially around advanced features and stability, it remains a reliable and powerful ITSM solution. Pros Freshservice offers great value for money considering the wide range of features it provides, especially for ITSM operations. As a Senior System Admin managing the tool independently, I’ve found it very easy to use and highly customizable. The interface is intuitive, which makes onboarding new users simple. Workflow automation, SLA management, and service catalog setup have significantly improved efficiency and reduced manual effort. Task and workflow management are strong, allowing me to streamline processes across different teams effectively. It also supports decent collaboration by keeping all ticket communication and updates centralized. Cons There are occasional bugs and glitches, especially when dealing with complex automations or API integrations. Reporting and advanced customization could be improved further, as some use cases require workarounds. Customer support is helpful but can sometimes take time to resolve more technical or edge-case issues, which can be challenging when you’re the only one managing the system. Switched from [ServiceNow](https://www.capterra.com/p/254088/ServiceNow/) Managing Freshservice is very easy in compair to servicenow Review Source JS Jeremy S. IT Project Manager Real Estate Used the software for: 2+ years ### "Freshservice Delivers a Great Product at a Good Price" January 15, 2026 4.0 Freshservice is one of the best IT ticketing systems I've used overall, and is integral to our IT team's workday. Pros Ticket management, automations, integration with change management and asset association with users. Entra integration was easy and it's great to have a system that can both build users, and import them automatically into Freshservice when created. Cons RMM integrations are lackluster, hopefully the Device42 acquisition will change that, as we would love to get off Atera and have a more unified system. Some bugs that cause annoying alerts to be generated. Workflow Automator could be improved greatly both from a UI and workflow standpoint. Alternatives considered [NinjaOne](https://www.capterra.com/p/184229/NinjaOne/) Reason for choosing Freshservice Better pricing and featureset was relevant Switched from [Mojo Helpdesk](https://www.capterra.com/p/128650/Mojo-Helpdesk/)[Freshdesk](https://www.capterra.com/p/124981/Freshdesk/) More features, better quality product, ease of use Review Source JC Josh C. Help Desk and System Admin Restaurants Used the software for: 1-2 years ### "Freshservice is worth a look into" January 15, 2026 4.0 Over all for the price its at it is worth looking into and doing a demo. I have been very impressed with new feature rollouts as well. Pros The ease of use. Was super easy to get set up and the support is excellent. We have loved the asset management system being able to tie it to tickets a purchase orders, that's been a big help when accounting asks where assets went. It has also streamlined our onboarding process. Cons There are some minor ui issues, and running reports can be a hassle to get the data you are looking for. Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Freshservice The price and built in asset management system Review Source WA Werner A. IT Support Non-Profit Organization Management Used the software for: 1-2 years ### "Freshservice - a game changer" February 17, 2026 5.0 Overall we are happy with the product and we are exploring the different modules and building it out further as it has so many aspects to it. Pros The Ease of getting it set up and the impact it made on our day to day IT support process - the Knowledge base is also a winner and we love the custom portal. Cons Some of the app integrations are complicated to set up and can be a little janky at times. There are also some finer automation things that take some time to learn. Switched from [Hiver](https://www.capterra.com/p/142975/Hiver/) Was not giving us the needed modules that we need for what we wanted to do. Also we outgrew this application Review Source DF Deste F. IT HelpDesk Health, Wellness and Fitness Used the software for: 2+ years ### "Efficient and User-Friendly ITSM Tool with Strong Automation Capabilities" March 29, 2026 4.0 Overall, Freshservice is a reliable and efficient ITSM platform that streamlines service desk operations and improves team collaboration. It strikes a good balance between usability and functionality, making it suitable for both mid-sized and large organizations. While there are minor drawbacks in reporting and support responsiveness, the platform delivers consistent performance and automation benefits that save time and improve service quality. Pros Freshservice offers strong value for money with a rich feature set that supports ITSM processes end-to-end. The interface is intuitive, making it easy for teams to adopt quickly without heavy training. Automation capabilities significantly improve efficiency by reducing manual tasks, especially in ticket routing and SLA management. Collaboration tools, such as shared ownership and internal notes, enhance team productivity. Integration with Microsoft and other tools is smooth, enabling centralized workflows and better visibility across systems. Cons Customer support can sometimes be slow or inconsistent when handling complex issues. Certain advanced configurations, especially in automation and workflows, are not very user-friendly and may require trial and error. Reporting and analytics, while useful, feel somewhat limited and lack deeper customization. Occasional bugs and UI glitches can disrupt workflows. Additionally, some integrations require extra setup effort or paid tiers, which can impact overall value. Review Source MB Maki B. Local HR Health, Wellness and Fitness Used the software for: 2+ years ### "Mature ITSM Platform with Strong Operational Efficiency and Usability" March 29, 2026 5.0 Overall, Freshservice is a mature and reliable ITSM solution that delivers strong operational value. It is particularly effective for organizations seeking a balance between ease of use and functional depth, though it has room to evolve in analytics and enterprise-grade flexibility. Pros With over a decade in ITSM, I appreciate Freshservice’s balance between usability and capability. The platform is intuitive, reducing onboarding time, while still offering solid automation for ticketing, SLAs, and workflows. It drives measurable efficiency gains and supports effective team collaboration through clear ownership and internal communication. Integrations, particularly within the Microsoft ecosystem, are straightforward and enable cohesive, centralized operations. Cons From a more advanced perspective, the platform shows limitations in reporting depth and customization. Complex workflow configurations can become unintuitive and require workarounds. Support responsiveness is inconsistent for higher-complexity cases. Additionally, occasional UI glitches and integration dependencies on higher-tier plans can impact overall scalability. Review Source MG Mat G. IT Support Administrator Marketing and Advertising Used the software for: 1-2 years ### "Robust Toolbox, if you're skilled and have the time for said tools." March 16, 2026 5.0 More often than not, FreshService CAN do what you are looking to get done, it just takes a lot of time for it to be configured to do so. If you have a solid team that enjoys building systems out, this will work well. If you're looking for something that's going to operate smoothly and effortlessly within a week or two of starting, there are better workflow-automation services. We save a ton compared to using Okta, BetterCloud or other middle-ware by using FreshService and a 365 Azure Runbook environment. The savings DO equate, and helps us avoid middleware costs YoY, but you will need to be dedicated to managing Freshservice. Pros FreshService has a lot of different modules that allow you to setup an environment with API, integrations, and inventory management through their Agent. The Agent can be easily deployed, and their software/contract management module helps keep licenses in order once the automations are built. Cons While it has access to a lot of different resources, it's also a bit clunky at times. The different modules take a bit of time investment. While we've had them for years and had enough lulls in daily work to invest this time, it does take a bit of ane effort to get their SaaS fully functional and working well. Switched from [Jira](https://www.capterra.com/p/19319/JIRA/) Jira did not have the same functionality and toolset for us at the time, and was clunky for our users to leverage Review Source CK Chris K. Senior Director Global Ops and Support Media Production Used the software for: 2+ years ### "They are actually Uncomplicating it for their customers" March 12, 2026 5.0 Excellent, they have actually uncomplicated ITSM and Enterprise Service Management. We moved from a market-leader, which was cumbersome, expensive, and nearly impossible to manage without a large, dedicated team. Pros Very affordable compared to competitors. It is easy to manage, maintain, and develop without a dedicated team, which is very helpful! Cons Some features/enhancements take years to implement. We've had enhancement requests that are system-wide, not specific to us as a customer and they still haven't been rolled out after 3-4 years of being on their 'Roadmap'. Alternatives considered [Ivanti Neurons for ITSM](https://www.capterra.com/p/193225/Service-Desk/)[JIRA Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Freshservice Seemed like we'd be able to get more value out of the system for our company, and it was significantly cheaper without compromising on the functionality we needed. Switched from [ServiceNow](https://www.capterra.com/p/254088/ServiceNow/) Too difficult to manage/enhance. Significantly more expensive. Poor customer management. Felt like a hostage during negotiations not a customer/partner. Review Source LS Lumo S. Systems Analyst Health, Wellness and Fitness Used the software for: 2+ years ### "Powerful and User-Friendly ITSM with Strong Automation but Pricing Limits" March 25, 2026 5.0 Overall, my experience has been very positive. It’s a reliable ITSM tool that helps streamline operations and improve response times. With proper setup, it becomes a powerful platform, though it does require some effort to fully optimize workflows. Once configured well, it significantly improves team efficiency, visibility, and service quality across IT operations. Pros Freshservice is very intuitive and easy to set up, even for complex IT workflows. Automation features save a lot of time, especially for repetitive tasks, and the UI is clean and user-friendly. Integrations and customization options make it flexible for different team needs. The onboarding process is smooth, and documentation is helpful, making it easier for IT teams to quickly adopt and scale usage. Cons Some advanced features feel limited unless you move to higher-tier plans. Reporting can be a bit rigid, and API/search behavior sometimes requires workarounds. Also, certain configurations are not very transparent, which can slow down troubleshooting. Pricing can increase quickly as you scale, and some features that feel essential are locked behind premium tiers. Alternatives considered [Salesforce Sales Cloud](https://www.capterra.com/p/61368/Salesforce/) Reason for choosing Freshservice We chose Freshservice over Salesforce because it’s purpose-built for IT service management, making it faster to implement and easier for IT teams to use daily. Freshservice offers out-of-the-box ITIL features, strong automation, and a more intuitive interface, while Salesforce typically requires heavy customization to achieve similar ITSM functionality. Overall, Freshservice provided better value, quicker deployment, and lower operational complexity for our needs. Review Source MM Mahesh M. IT Security Engineer Information Services Used the software for: 2+ years ### "Reliable ITSM tool with Strong Automation and Clean UI" March 16, 2026 5.0 Overall, my experience with Freshservice has been very positive & Great. It provides a reliable ITSM platform that simplifies incident management processes. The UI is well designed and feels modern, making navigation and daily operations easier for IT teams. The ticketing system is well organized, automation features help reduce manual workload and the platform offers good visibility into IT operations. It also supports better collaboration between IT teams through centralized request tracking and workflow management. With proper configuration, Freshservice can significantly improve service delivery efficiency and operational control. Pros Freshservice provides a well-structured ITSM platform with a clean UI and smooth ticket lifecycle management. Incident, problem, and change management workflows are easy to configure and help standardize support operations. Automation rules and workflow orchestration reduce manual effort and improve response efficiency. The platform also integrates well with other tools, which helps maintain better visibility across IT operations. Overall, it improves team collaboration, request tracking, and service delivery performance. Cons Some advanced configurations require time to understand, especially when setting up complex workflow automations and integrations. Reporting customization can also be limited for organizations that require very detailed analytics. Initial setup for large environments may require careful planning to properly configure service catalogs, asset management, and automation rules. Alternatives considered [ManageEngine ServiceDesk Plus](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/) Reason for choosing Freshservice We compared Freshservice with ManageEngine ServiceDesk Plus. Freshservice stood out because of its modern UI, easier configuration and better automation features. It was simpler for our team to adopt and manage daily IT support operations. Review Source TR Tushar R. Support Team Lead Information Services Used the software for: 2+ years ### "Well-structured platform for managing IT support teams efficiently" March 30, 2026 5.0 Overall, the experience has been steady and reliable. It has improved how we manage incoming requests and distribute work across the team. From a management point of view, it gives better control over SLAs and performance tracking. Once the system is properly configured, it supports daily operations without much friction and helps maintain consistency in support delivery. Pros From a team lead perspective, Freshservice helps keep support operations organized and predictable. The ticket flow is clear, and it’s easy to track who is handling what. Features like SLA tracking and automation reduce follow-ups and help the team stay aligned. It also gives good visibility into workloads, which makes it easier to manage the team during peak hours. Cons Initial setup and fine-tuning workflows can take some time, especially when aligning with existing processes. Reporting is useful, but more flexibility in customization would help for deeper analysis. Also, cost can be a factor when scaling the team. Alternatives considered [ServiceNow](https://www.capterra.com/p/254088/ServiceNow/) Reason for choosing Freshservice We evaluated ServiceNow, but Freshservice felt easier to adopt for our team. The interface is simpler, and setup required less effort compared to other tools. It fit better with our current workflow and was quicker to implement. Review Source tE trajkovi E. Principal Analyst Health, Wellness and Fitness Used the software for: 2+ years ### "Efficient, Intuitive, and Scalable ITSM Solution" March 25, 2026 4.0 My overall experience with Freshservice has been very positive. It streamlines IT service management by combining ticketing, automation, and reporting in a single platform. Agents and end-users benefit from quick ticket resolution and clear workflows, while management can track performance and identify recurring issues. Freshservice’s flexibility, coupled with its intuitive design, allows teams to scale efficiently without sacrificing user experience. While setup of complex features requires some learning, the platform ultimately saves time, reduces errors, and improves overall IT service quality. Pros Freshservice stands out for its intuitive and modern interface, making it easy for both IT staff and end-users to navigate. Automation features, such as workflow triggers and SLA management, significantly reduce manual tasks and improve efficiency. Integration with other tools in the Microsoft ecosystem allows seamless collaboration across platforms. Reporting and analytics are powerful, giving visibility into trends, ticket volumes, and agent performance. Overall, it feels flexible, scalable, and tailored to meet complex service desk requirements without overwhelming users. Cons While Freshservice is feature-rich, some advanced functionalities can be difficult to configure initially, requiring time to learn the nuances. Certain reporting options, although detailed, are not fully customizable without extra effort, which can be frustrating for teams needing very specific data views. Notifications can sometimes be excessive, leading to alert fatigue. Additionally, integrating some legacy systems or less common tools can be challenging, requiring custom APIs or third-party connectors. Minor UI inconsistencies exist but do not hinder daily operations significantly. Review Source JB Joe B. Desktop Support Engineer Hospitality Used the software for: 2+ years ### "Easy to use, hard to master " January 15, 2026 4.0 Overall amazing. Come with a lot of experience from Service Now, which was my favourite. With confidence, I can now say FreshService is. I have built our ticket system from the ground up. Something I have never done before. Automation, SLA, Categories, JML. I have come into it blind. Without the incredible FreshService support, I don't know where I would be. Even \[sensitive content hidden\] has saved me more times than I can remember. I describe FreshService like I describe Snowboarding. Easy to learn, hard to master. I think this is a perfect description for FreshService. From the get-go, you are supplied with numerous articles and tips to get you moving. When you ever come to a crossroad, FreshService support is there to guide you on which road to take. Pros The Customer Support. No matter what day, what issue, what time, they are just always there to help. No 1st Line Script support, just straight knowledge and direct answers. Even if there is some confusion, instantly, it's "lets setup a remote session" or "let me make myself a temporary agent on your FreshService". Amazing and impressive. The admin configuration is super easy to learn. Coming from someone who has never designed/implemented an ITSM tool before. Now I am confident in doing so on any tool in the future. Cons In my experience, I have found that all answers can be resolved via API. Now, unfortunately, at the beginning of FreshService's introduction to the team, my skills were nonexistent. I found that on multiple occasions, it would have been easier to develop a built-in function to the pre-made automation tool instead of spending days on figuring out API/Webhooks. Sometimes I don't want to contact support... I like a challenge. Just that on occasion, I would like FreshService support to say "we have sent this to our dev team to implement for the future". I also am not a fan of the Asset Add-on. I get it, I get it, just not a fan. Unfortunately, due to this, I haven't been able to get my managers to purchase it. Asset management without this is super messy. Would be nice to have a licence to include this. Alternatives considered [ServiceNow](https://www.capterra.com/p/254088/ServiceNow/)[HaloITSM](https://www.capterra.com/p/200140/HaloITSM/) Reason for choosing Freshservice Cheaper. Suited the company more (120 users) Review Source MD Marcos D. Governança de TI Higher Education Used the software for: Less than 6 months ### "Gestão de TI" February 27, 2026 4.0 Em geral a experiencia é muito boa pois o FreshService é de fácil uso e entendimento, o que é um ponto muito importante para a organização. Pros a parte mais focada em ITSM é muito bom, faz uma boa gestão de Service Desk com atendimento aos chamados, na gestão de Mudanças, incidentes e problemas também é muito bom. Cons No módulo de projetos o Freshservice ainda trabalha de forma básica e carecemos de uma evolução neste modulo. Outro item que o FreshService que ainda necessita de evolução são os Relatórios que ainda não trazem boa flexibilidade de uso. Alternatives considered [ServiceNow](https://www.capterra.com/p/254088/ServiceNow/)[HaloITSM](https://www.capterra.com/p/200140/HaloITSM/) Reason for choosing Freshservice Todos tinham seu pontos fortes e fracos, foi escolhido o FreshService através de um comitê porque era o melhor tinha os pontos fortes e fracos acentuados e pela facilidade de uso também. Review Source RM Rakesh M. Senior IT Infra Executive Information Services Used the software for: 2+ years ### "Reliable Help Desk Platform for Managing IT Operations" March 19, 2026 5.0 Our overall experience with Freshservice has been good so far. It provides a stable ITSM platform for managing incidents, service requests, and changes in a structured way. The interface is user-friendly and automation helps streamline operations. It has improved how our team tracks and resolves issues while maintaining better control over service delivery. Pros Freshservice offers a clean and intuitive interface that makes it easy for teams to manage daily support tasks. Ticketing system is well structured and features like automation, SLA policies and workflow customization help reduce manual effort. It also integrates smoothly with other tools, which improves visibility across IT operations. Cons Some advanced configurations, especially for workflows and reports, can take time to fully understand. Pricing may feel slightly higher compared to other tools, particularly for smaller teams or when scaling. Review Source JM Jessica M. IT Manager Construction Used the software for: 2+ years ### "Best ticketing system we have used to date!" January 20, 2026 5.0 Freshservice has been a strong and reliable ITSM platform for our organization. It has enabled us to standardize processes, automate repetitive work, and scale support across multiple departments with a lean team. While there is a learning curve for advanced features, the overall value and stability of the platform have exceeded expectations. Pros Freshservice is intuitive and easy to use while still being powerful. The automation capabilities, customizable workflows, and self-service options have significantly reduced manual effort for our team and improved response times for end users. Cons Some advanced configurations and reporting features have a learning curve, and certain customizations require time to fully optimize as the platform scales. Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Freshservice cost and functionality was better with fresh Switched from [BMC Helix ITSM](https://www.capterra.com/p/164195/Remedy-IT-Service-Management/) tool was expensive and not easy to use it was also owned by UK Review Source AM Akil M. Asst. Manager Information Services Used the software for: 1-2 years ### "Good Tool for Daily IT Management" March 26, 2026 5.0 Overall, my experience with Freshservice has been very positive. It has helped us bring better control and consistency into our IT operations. The platform makes it easier to manage workloads, track issues, and ensure accountability across the team. From an Assistant Manager perspective, it has improved visibility into daily activities and team performance, which is very important. While there are a few areas for improvement, the benefits clearly outweigh the drawbacks. It’s a dependable tool that supports both efficiency and team collaboration in a practical way. Pros What I liked most about Freshservice is how organized and reliable it feels in day-to-day operations. Managing tickets is very straightforward and the system helps keep everything in one place without confusion. The automation features have saved us a lot of time by handling repetitive tasks, which allows the team to focus on more important issues. The interface is clean and easy to understand, even for new users, which reduces training effort. I also found the reporting quite useful for tracking performance and identifying areas where we can improve. Overall, it brings structure and clarity to IT service management. Cons One area where Freshservice could improve is in advanced customization. While basic setup is simple, making deeper changes sometimes requires extra effort or support. There are also occasional minor bugs or delays, especially when handling larger workflows, though they are not frequent. Additionally, pricing can feel a bit on the higher side as you scale and need more advanced features. Review Source SD Stefan D. Senior System Analyst Information Technology and Services Used the software for: 2+ years ### "Powerful ITSM tool with strong automation but room for improvement" March 12, 2026 5.0 Overall, my experience with Freshservice has been very positive. It provides a solid IT service management platform that helps streamline ticket handling, automate repetitive tasks, and improve service delivery. While there are some limitations in customization and integrations, it is still a reliable and efficient tool for managing IT support and service requests. Pros Freshservice is very intuitive and easy to use compared to many other ITSM platforms. The ticketing system is well organized, automation workflows are powerful, and the service catalog makes it simple for users to request services. Integration with other tools and APIs is also very helpful for automating IT processes and connecting with identity or asset management systems. Reporting and analytics provide good visibility into support operations. Cons Some advanced configurations can be complicated and require workarounds. Certain integrations and automation features could be more flexible, especially when connecting with external systems. Pricing can also increase quickly when additional modules or agents are required. Review Source TG Taylor G. Head of Product Computer Software Used the software for: 1-2 years ### "FreshService as a Support Portal" January 27, 2026 5.0 Easy to use, not cheap, but cost effective, and very extensible. Their account management and support teams are also quick to respond. Pros \- Easy to setup and administer - Can customize easily through self-service configuration - Custom workflows can easily be incorporated with plugins - Large marketplace of integrations - Multiple brand/product support - ITSM automation to automate/perform managed services, not only internal IT. - Customer portal is easy to maintain. Cons API limitations around QoS need to be better documented. New accounts can easily get locked if API usage is high. Is very much an ITSM system and my product support use-case isn't FreshWorks main target. Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Freshservice Ability to create custom plugins, price. Switched from [Jira](https://www.capterra.com/p/19319/JIRA/)[Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) To consolidate systems to provide better visibility to internal teams. Review Source AC Ariel C. Technical Support Analyst Education Management Used the software for: 2+ years ### "FreshService experience" March 12, 2026 5.0 Our overall experience has been great, we love how efficient it works with all the communications, the indented responses, the merging, the option of managing the categories for the issues requests. We think in general it is an amazing product that FreshService should be proud of. Pros This is a great tool for IT support teams, and I believe it can be use for another teams in an organization like Facilities. We love the fact that we can create a KB with solutions and point them on our replies to issues. The team can interact easily agent-to-agent and user-to-agent, and we can keep track of all issues in a very effective way. Cons We found it a little expensive, and it turned it was the fact that we were not using some of the included features in our license tier, so we are updating the plan in our next renewal. Maybe the AI component is not as good as expected, but we have not had the time to use it properly to full extent. The assets management is a little confusing and for some reason is not working great for all, but we have a MDM solution that manages all our devices, and because of that maybe we have not focused that well on this feature. Review Source SD Stefan D. Senior IT Tehnician Health, Wellness and Fitness Used the software for: 2+ years ### "Reliable and user friendly ITSM with powerful automation capabilities" March 20, 2026 5.0 Very positive. It streamlined support workflows, improved response times, and made daily IT operations much easier to manage. It’s reliable, scalable, and fits well into a growing IT environment with evolving needs. Pros Easy ticketing, clean UI, and strong automation. It saves time on repetitive tasks, reduces manual work, and keeps everything organized without much effort. The interface is intuitive, so onboarding new users is quick and efficient. Cons Reporting could be more flexible, and some advanced configurations feel limited or not very intuitive. Customization options in certain areas require workarounds, and deeper insights sometimes need extra effort to extract. Review Source HN Harry N. IT Service Desk Technical Lead Computer Software Used the software for: 2+ years ### "Solid ITSM platform that just works" January 15, 2026 5.0 It's been a really positive experience overall. Freshservice handles our ticket and asset management reliably, which are the core things we need from it. The platform's intuitive enough that the team picked it up quickly, and it's made our workflows more efficient. For managing IT operations day to day, it's been dependable and hasn't caused us any headaches. Solid tool that just gets the job done. Pros The ticket management system is solid. It's straightforward to use and keeps everything organized without any hassle. We can track issues properly, assign them to the right people, and actually see what's going on across the team. The asset management side is brilliant too. Makes keeping track of all our hardware dead easy, especially when we're managing devices across multiple sites. It just works without any drama, which is exactly what you want from an ITSM platform. Cons Honestly can't think of anything to complain about. We've not had any issues with it at all. No gripes whatsoever. It does what it's supposed to do reliably, and that's all we need from it really. Can't fault a platform that just works. Review Source VJ Viviana J. Helpdesk Computer Software Used the software for: 1-2 years ### "FreshServices es una gran herramienta." January 15, 2026 4.0 En general la experincia ha sido muy buena, ha sumado mucho en mi operación. Quisiera mejorar en los puntos mencionados anteriormente. Pros Me ha gustado mucho poder tener automatizaciones con los workflows y la interfaz grafica de gestion de tickets. Cons No me gusta que tiene limitantes grandes en la generación de informes y métricas en cuanto a las interacciones indiviudales de cada usuario sobre los tickets. Ya que sólo se obtiene información del agente asignado finalmente al ticket. Pero a veces varios agentes apoyan un mismo ticket. Por otro lado, no me gusta que los articulos no se pueden filtrar u organizar por fecha de creación y fecha de publicación, eso retrasa mucho la gestión de articulos. Switched from [HubSpot CRM](https://www.capterra.com/p/152373/HubSpot-CRM/) La herramienta anterior me limitaba mucho Review Source NF Niklas F. IT Lead Medical Practice Used the software for: 2+ years ### "Great value for money" January 16, 2026 5.0 All in all, I think Freshservice is great value for money and it gives you almost all the tools you need for small and medium sized companies. At a company of 300 users with a small IT team (meaning no team dedicated to ITSM systems), Freshservice has been great Pros The interface is easy to use, making it easy for me to delegate tasks to workspace admins for them to manage their own setup. The automation engine is also a great tool considering the price. In my experience, the team at Freshworks has been supportive whenever I needed them. Cons In some areas, like the visible fields, I would like some more options for customizing it. Several apps/add-ins (such as the Intune integration) is still lacking compared to competition and appears unstable. Alternatives considered [ServiceNow](https://www.capterra.com/p/254088/ServiceNow/) Reason for choosing Freshservice Pricing and the fact that we did not have a team dedicated to manage ITSM Review Source Talk to a Capterra advisor for free and get results within 15 minutes.