# Page 2 | Freshservice Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 2 - Is Freshservice the right Incident Management solution for you? Explore 731 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 (731) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated May 12th, 2026 # Page 2 - Reviews of Freshservice ## Showing most helpful reviews Showing 26-50 of 731 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use TJ Tomas J. Senior EUC Specialist Computer Software Used the software for: 2+ years ### "Freshservice review" May 25, 2026 5.0 Overall? Great? Customer support is mostly responding quite quickly. From time to time was unclear expectation on my end when something will be fixed. Also there could be a bit more of face to face customer interactions. Pros is extremely easy to use for L1/L2 IT helpdesk Agents. Quite good value for money too. Perfect system ergonomy while using the main (basic) setup (Incident, Change, Problem, Project, Task, CMDB...) Cons Quite often there are great ideas with poor implementation. Sometimes I am not sure if/how product team works with development. Sometimes more user testing would be needed. Alternatives considered [ManageEngine ServiceDesk Plus](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/)[Cherwell Service Management](https://www.capterra.com/p/121158/Cherwell-Software/)[EV Service Manager](https://www.capterra.com/p/124331/EasyVista/)[Remedyforce](https://www.capterra.com/p/110648/BMC-Remedyforce-Service-Desk/)[JIRA Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/) Reason for choosing Freshservice Best score based on our internal research Switched from [ManageEngine ServiceDesk Plus](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/)[Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/)[Remedyforce](https://www.capterra.com/p/110648/BMC-Remedyforce-Service-Desk/)[ServiceNow](https://www.capterra.com/p/254088/ServiceNow/) Various systems being used across the company. Review Source Jason F. Service Desk Manager Construction Used the software for: 2+ years ### "Great for a first bike, but you'll grow out of it." May 29, 2026 3.0 It's an excellent tool if you're looking for low maintenance/hassle with an ITIL-aligned ITSM tool. But the moment you want to become a power user and start customizing and evolving the tool to meet your specific needs, you either need to be prepared for disappointment or evaluate something more powerful. Pros The turnkey nature of is highly desirable for teams and organizations that can't justify spending either a lot of time or payroll on a full/part-time developer. The low to no code environment allows for you to immediate spin up modules and begin processing incidents, requests, etc. The built-in analytics tools allow you to create customized dashboards and reporting for strategic planning on operational metrics. Cons As with any turnkey SaaS product its greatest strengths are also the product's greatest weakness. Want to take Fresh's framework and tweak it a bit to meet your needs? Nope. Do you want to customize components of a module entirely operating within the expected limitations of an ITIL product? Negative. Have a feature request? You can submit to the backlog but it might be years before a version of it becomes a reality. Review Source RB Rajneesh B. Senior ITSM Consultant Information Technology and Services Used the software for: 1-2 years ### "Freshservice: Powerful ITSM Made Simple and Intuitive" May 17, 2026 5.0 The overall experience coming from the legacy ITSM solution, we admire the centralised configuration such as Business rules, Workflows. They are easy to understand by Service Delivery Lead, useful when an existing workflow needs changing/update. is easy to setup and fairly easy to use by Agents, requesters. The bundle service catalog offering is much used and appreciated. Freshservice newer Journey is very much liked by IT and business teams. Overall, Freshservice keeps adding new features, they had a recent newer feature rolled out in May 2026, which has added much value to the IT Service delivery. We admire that they keep innovating Freshservice not only for IT, but for Business teams as well. Pros always innovate their ITSM core solution offering. Their Freddy AI offering is helping agents in analysing the long jumbled queries/issues reported by requesters. The out-of-box capabilities of Frshservice such as Orchestration, workflows are much loved by everyone, they are easy to understand and make use of. Not only the IT team, but Business teams such as ‘People & Culture’, ‘Payroll’ adore the workflows. Making an agent group restricted is much loved by ‘Finance’, ‘Payroll’, ‘People & Culture’, as the restricted feature ensures tickets from these departments are only visible to the selected teams. Cons Nothing at all. has a robust roadmap, they take non-attended features in the product future roadmap and do update their clients when the feature is rolled out. Nothing to dislike about Freshservice Switched from [ManageEngine ServiceDesk Plus](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/) ManageEngine ServiceDesk Plus is not easy to configure, such as for each and every requirement, we had to write scripts. on the other hand offers intuitive workflow plus the options ot use API for complex requirement Review Source JK Justin K. Director Of Support and Data Center Operations Education Management Used the software for: 2+ years ### "An all-in-one powerhouse" May 21, 2026 5.0 Overall, has been an excellent IT service management solution for our team. Having our knowledge base articles, ticketing system, project management, and asset tracking all integrated into one centralized platform is incredibly convenient. It eliminates the need to jump between different tools, streamlining our workflows and keeping our IT operations organized. While the article text editor has room for improvement, the platform's comprehensive all-in-one nature far outweighs that minor hurdle. Pros What I like most about is the seamless ability to link knowledge base articles directly to tickets. This feature significantly speeds up our resolution times and improves agent efficiency. Instead of manually searching or rewriting solutions, agents can quickly attach relevant documentation to a ticket with just a few clicks. It not only streamlines team collaboration but also empowers our end-users by providing them with clear, actionable self-service articles directly within their support requests. Cons Formatting the knowledge base articles can be a little rough. The text editor can sometimes feel clunky or inconsistent when trying to align images, adjust fonts, or maintain clean styling across different articles. It requires a bit more manual tweaking than it should to get the articles looking exactly how we want them before publishing. Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) We switched from Zendesk because we needed an all-in-one software solution. Zendesk was good for ticketing, but we wanted a single platform that could seamlessly handle our knowledge base, asset management, and project management altogether without needing to bounce between different tools. 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, 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 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, 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 ’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 DB Denis B. IT Service Manager Machinery Used the software for: 2+ years ### "Powerful ITSM platform with excellent automation capabilities and ease of use" June 10, 2026 5.0 We've been using as our primary IT service management platform and have had a very positive experience. The platform has helped us improve ticket handling, automate repetitive administrative tasks, and provide better visibility into IT operations. The implementation process was straightforward, and new team members can become productive quickly because the interface is easy to learn. What stands out most is the pace of product development. New features are introduced regularly, and many of them address real operational needs rather than being purely cosmetic improvements. For organizations looking for a modern ITSM solution that combines strong automation capabilities with a user-friendly experience, Freshservice is a solid choice. Pros One of the biggest advantages for our team has been the balance between functionality and ease of administration. We use not only for incident and service request management but also for workflow automation and integrations with Active Directory and other internal systems. The Workflow Automator is powerful enough to handle complex approval and provisioning scenarios without requiring custom development in most cases. The user interface is intuitive for both agents and end users, which helped us achieve adoption quickly. Asset management, service catalog, and automation features work well together and allow us to standardize processes that were previously handled manually. Cons Some advanced automation and integration scenarios still require workarounds, especially when dealing with nested JSON objects or complex data transformations inside workflows. Documentation is generally good but occasionally lacks examples for more advanced use cases. Reporting is useful, although deeper customization options would be welcome. Switched from [ServiceNow](https://www.capterra.com/p/254088/ServiceNow/) Lower licensing costs, simpler administration, and faster implementation of workflow changes. Review Source EG Erin G. Director of IT Religious Institutions Used the software for: 2+ years ### "A Solid All-in-One Platform with Room to Grow" May 20, 2026 4.0 Overall, our experience with has been positive. Compared to other ticketing platforms we’ve used in the past, Freshservice has been much more open to customer feedback and willing to improve the platform over time. While some issues and feature requests move slowly, we have seen progress and responsiveness from their team. The biggest value for us has been the flexibility of the ticketing system, the reporting capabilities, and the ability to centralize multiple operational functions into one platform. We’re also excited about the future AI integrations and how those may continue improving workflows and efficiency moving forward. Pros does a great job bringing many tools into one platform. The ticketing system is by far the strongest aspect of the product and has been flexible enough for us to customize around our environment and workflows. Reporting has also been a standout feature, allowing us to create meaningful dashboards and track data effectively. We also appreciate having asset management, onboarding journeys, project management, and automation tools all in one place rather than managing multiple systems. The ability to brand the platform to match our organization has been a nice touch as well. Cons Because offers so many modules and features, we’ve experienced a fair amount of bugs and slower development timelines for improvements and fixes. Some features feel more polished than others. The project management module, while helpful to have included, can feel clunky and less intuitive compared to dedicated project management tools. We’ve also experienced issues with integrations and workflows, including Slack form auto-fill problems, limited SLA dashboard widgets, and bugs within the onboarding journey process that have slowed adoption. Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) It didn't scale properly and they weren't able to adapt to our needs Review Source RM Rakesh M. Sr IT Infra Executive Computer Networking Used the software for: 1-2 years ### "Excellent ITSM Solution for Efficient Support Management" April 27, 2026 5.0 Our overall experience with has been very positive. It has significantly improved our service desk efficiency, asset management, and response times. The automation features reduce manual effort, while the clean interface makes adoption easy for the team. Pros offers an intuitive and user-friendly interface that makes ticket management simple and efficient. It helps streamline IT support operations with automation, customizable workflows, and SLA management. Cons Some advanced customizations and integrations can be complex to configure initially. Pricing may be higher for smaller organizations when additional features are required. Reporting customization could be improved further, and occasional minor delays may occur with large data loads. 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 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 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 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 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 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 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 SS Shubham S. Sr. Network Engineer Information Technology and Services Used the software for: 6-12 months ### "Good support tool for handling day-to-day IT and network issues" April 4, 2026 5.0 In day-to-day work, it has been helpful in managing requests and keeping track of ongoing issues. It gives better visibility compared to manual tracking or emails. From a network support side, it helps in maintaining proper records and makes coordination easier when multiple teams are involved. Once everything is set, it runs smoothly. Pros What I like is how it keeps everything in one place when handling issues. For network-related tickets, having proper details and history helps a lot during troubleshooting. It’s easy to check updates, assign tasks, and follow up without confusion. The system also helps reduce back-and-forth communication between teams. Cons Sometimes it takes time to adjust things based on how we actually work, especially when customizing workflows. Also, while handling multiple tickets together, it can feel a bit slow. Reporting is there, but getting exactly what we need requires some effort. Review Source MI Marika I. Service Desk Lead Maritime Used the software for: 2+ years ### "My honest review for Fresh service " May 15, 2026 4.0 My overall experience with has been very positive, although there are still areas that could be improved. One enhancement that would be very helpful is more flexible and user-friendly reporting, especially for tracking updated or worked-on tickets. For example, having an easier way to generate reports showing all tickets an agent has touched within a weekly or monthly period would greatly improve operational visibility and performance tracking. Currently, this option seems limited or not easily accessible within Analytics. Pros One of the features I really love in is the execution scenarios that can be manually configured to help automate tasks and make ticket handling much faster and more efficient. I also appreciate the new AI capabilities, especially the AI-generated email responses, which help improve response time, consistency, and overall productivity for Service Desk operations. Cons One area I would like to see improved in is the Knowledge Base functionality. It would be beneficial to have more category and classification options to better organize KB articles, especially for larger environments with multiple support groups and services. Additionally, adding more customization and formatting features would help make KB articles more visually appealing, engaging, and easier for end users to follow. Switched from [ServiceNow](https://www.capterra.com/p/254088/ServiceNow/) We transitioned from ServiceNow to approximately four years ago as part of our effort to improve and modernize our IT Service Management operations. Since the transition, Freshservice has provided a more user-friendly and intuitive platform for both agents and end users, helping streamline ticket management, service requests, and overall support operations. The platform has also continued to evolve over the years, especially with the addition of AI-driven features and automation capabilities that help improve efficiency, response times, and user experience across the Service Desk. Review Source LF Lex F. Platform Admin Logistics and Supply Chain Used the software for: 2+ years ### "Freshservice is now boosting its AI features for ITSM" May 15, 2026 4.0 Last year, I have rated with below expectation ratings due to restricted platform customization. However, this year the platform made significant improvements and their enhancements sky-rocketed our agent and user experience. Pros 1\. ease of use, and its ready-to-use functionalities 2. they have seamless updates every month with no disruption or downtime 3. their self-service portal is now AI-generated response enabled Cons 1\. no access to back-end tables 2. if the functionality is not available, there is no way for customization. you have to wait for a feature enhancement Alternatives considered [BMC Helix ITSM](https://www.capterra.com/p/164195/Remedy-IT-Service-Management/) Reason for choosing Freshservice The alternatives were not suited for our use cases. Switched from [ServiceNow](https://www.capterra.com/p/254088/ServiceNow/) The license cost is too expensive Needs more than two platform admin Platform upgrades requires too much efforts Review Source JC Jeff C. IT Assistant Manager Health, Wellness and Fitness Used the software for: 1-2 years ### "Excellent IT Service Management Platform with an Outstanding User Interface" May 15, 2026 5.0 My overall experience with has been extremely positive. The user interface is modern, clean, and very easy to navigate, which made adoption simple for both IT staff and end users. Ticket management, automation, and asset tracking are all well organized and help streamline day-to-day operations. I especially appreciated how responsive and reliable the platform is, along with the flexibility to customize workflows and reporting based on business needs. Freshservice has helped improve efficiency, communication, and overall service delivery within the IT environment. Pros What I liked most about was how intuitive and user-friendly the platform is for both IT teams and end users. The clean interface, powerful automation features, and easy ticket management made daily operations much more efficient. I also appreciated the strong asset management capabilities and how seamlessly Freshservice integrates with other business tools. The reporting and workflow customization options helped improve response times and overall service quality, while the cloud-based setup made deployment and management simple. Overall, Freshservice provided an excellent balance of functionality, reliability, and ease of use. Cons One aspect I liked least about was that some advanced features and customizations can take time to fully learn and configure, especially for larger environments with more complex workflows. Certain reporting options and automation rules could also be more flexible without requiring additional setup. In some cases, pricing for higher-tier features and add-ons may become costly as organizations grow. However, these were relatively minor compared to the overall value and functionality the platform provides. Switched from [osTicket](https://www.capterra.com/p/125118/osTicket/) Better application needed to meet our growing needs 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 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 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 BV Brad V. Professional Services Consultant Information Technology and Services Used the software for: 1-2 years ### "I would recommend Freshservice" May 15, 2026 5.0 My overall experience has been very positive. I've configured other ITSM platforms and have found them much more confusing and complicated. Pros The software is easy to use and implement. For my part as implementor it was easy to learn and am happy to have it in my knowledge base. Cons The field number limitations. Often time as an example I need more than 10 paragraph fields in a Service Item. It would be nice to not have to be concerned about field limits. Review Source 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 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 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 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 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 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 is very easy in compair to servicenow 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 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 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 através de um comitê porque era o melhor tinha os pontos fortes e fracos acentuados e pela facilidade de uso também. Review Source KB Kenny B. VP, IT Food & Beverages Used the software for: 2+ years ### "Fresh Service has changed the way we service our restaurants" March 12, 2026 5.0 It has been phenomenal. It has changed the way we do service management within our organization 100%. We can now better manage problems, requests, inventory, and change management which were tough initially. Pros How intuitive and easy it is to navigate and use for both our tech team and end users. We have also been able to stand up our HR service needs within the platform. Cons That there is a cost associated with Freddy AI. Initially it was part of the platform when we purchased. Switched from [SERVICE MANAGER](https://www.capterra.com/p/89085/SERVICE-MANAGER/) the platform was out of date, unsupported, and broke daily. Review Source DV David V. Customer Supoort Manager Information Services Used the software for: 1-2 years ### "Outstanding Tickets management tool" March 12, 2026 5.0 After working more than a year with the overall experience has been amazing, it's a tool that can be deployed to work within the organization and also outside to manage internal an external tickets. Pros It's a tool easy to work with, deploy and customize, manage tickets became an easy task and the time spent filling fields was reduced. Cons The only thing I dislike is that depending on the license tier, it may be very limited on AI usage, API usage and a couple more features that are only available in higher tiers, that's an issue that may me improved Alternatives considered [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/) Reason for choosing Freshservice it was cheaper and easier to work with and at the same time, this tool works better with our ticketing management Switched from [JIRA Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/) It was very limited and difficult to reach a high maturity grade of service management because it was more likely intended to other projects and not what we were looking for 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 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 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 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 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 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 ". 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 '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 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 ## Send me user reviews about this product ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox. Talk to a Capterra advisor for free and get results within 15 minutes.