--- title: "Freshservice Reviews 2026. Verified Reviews, Pros & Cons | Capterra" description: "Is Freshservice the right IT Service solution for you? Explore 794 verified user reviews from people in industries like yours to make a confident choice." source_url: "https://www.capterra.com/p/132997/Freshservice/reviews/" page_type: "reviews" language: "en" --- Freshservice 4.6 (794) 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 August 26th, 2026 # Reviews of Freshservice Ease of use 4.6 Customer Service 4.5 ## Pros and Cons in Reviews AD Akshay D IT ManagerInformation Technology and Services, 201 - 500 employeesUsed the software for: 6-12 months. “Freshservice offers a clean UI, powerful ticketing system, automation workflows, asset management, and strong integration support.“ June 10, 2026 AC Ariel C Technical Support AnalystEducation Management, 51 - 200 employeesUsed the software for: More than 2 years. “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.“ March 12, 2026 AD Akshay D IT ManagerInformation Technology and Services, 201 - 500 employeesUsed the software for: 6-12 months. “It helps streamline IT support processes, improves team collaboration, and provides detailed reporting for tracking SLA compliance and service performance.“ June 10, 2026 DV David V Customer Supoort ManagerInformation Services, 11 - 50 employeesUsed the software for: 1-2 years. “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“ March 12, 2026 AD Akshay D IT ManagerInformation Technology and Services, 201 - 500 employeesUsed the software for: 6-12 months. “It helps streamline support operations, improve response times, and maintain service quality through SLA management and reporting. While there are some limitations around advanced customization and reporting, the platform is reliable, easy to use, and well-suited for organizations looking to improve their IT service delivery processes.“ June 10, 2026 WS Wilben S Cloud EngineerFinancial Services, 51 - 200 employeesUsed the software for: 1-2 years. “Additionally, for me, it lacks some functionalities like the SLA reset timer, because I tend to breach the SLA, especially when the ticket is only forwarded.“ May 26, 2026 Praphul Kumar P Tech lead sr System AdminInsurance, 5,001 - 10,000 employeesUsed the software for: More than 2 years. “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.“ March 17, 2026 HP Hardik P Sr. Software EngineerInformation Services, 201 - 500 employeesUsed the software for: 6-12 months. “The built-in dashboards cover the basics fine, but if you want something more custom, it gets a bit fiddly and you often end up pulling the data out to work with it elsewhere.“ July 7, 2026 ## Showing most helpful reviews Showing 1-25 of 794 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use 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 FS Farheen S. Infrastructure Monitoring Engineer Computer Software Used the software for: 2+ years ### "Good support easy to use and highly automation" August 7, 2026 4.0 Overall experience is good with lower plan also we manage so many things specially ticket management is very powerful and creating workflow also very easy Pros I found customer support is very good and very easy and user friendly to me and our employees. Also, the reports are very usefull Cons honestly it is very costly we wanted to move to higher plan where we can user AI but it is costly to afford Switched from [InhouseDelivery](https://www.capterra.com/p/10013527/InhouseDelivery/) it is inhous application called CPHRMS it was very basic application to mange inhouse tickets 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 Freshservice 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 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 Freshservice 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 IP Ishvar P. Software Engineer Information Technology and Services Used the software for: 2+ years ### "I stopped chasing customers over calls." August 3, 2026 5.0 Using something since 2022 kind of tells you if it's actually good or not, and this one has held up. What I like most is that it ended all the confusion we used to have with customers about what was approved and what wasn't. Earlier someone could just say they approved it on a call, but there was never any proof of that. Now everything's on the ticket, dated and written down clearly. My work days are a lot less stressful now, I always know where a request stands instead of running after people for answers. Pros I've been using this tool since 2022, so I've had enough time with it to really trust what I'm saying. Before we had this in place, things were a mess honestly. Bug reports, new requirements, error issues, all coming through calls and emails, and half the time customers wouldn't give any proper approval. I'd try calling back and their number would be busy, or I'd send an email and just hear nothing back for days. Once we started using this, that whole headache went away. Now it's simple, raise a ticket first, we check it, and everything gets mentioned clearly right there. Been working this way for a few years now and it's made things a lot smoother. Cons Getting some of our older customers to actually raise a ticket instead of just calling took some convincing in the beginning, that took a bit of time. The generative AI suggestions are still not great for technical stuff either, I usually end up rewriting the reply myself unless it's something really routine Review Source DD Divyarajsinh D. Software Engineer Information Technology and Services Used the software for: 2+ years ### "No more chasing customers on calls, ticket first, clarity always" August 3, 2026 5.0 This tool basically fixed our biggest communication problem. Earlier, "he said, she said" was a real issue, a customer would claim they approved something over a call that never actually happened, or say they sent details we never received. Now everything is documented from the start. If someone wants a bug fixed or a new requirement added, it has to go through a ticket, which means there's a clear trail, who asked for what, when, and what our response was. It's cut down miscommunication a lot and made my day-to-day work far less chaotic. Pros Before this tool, my day was a mess. I'd get bug reports, new requirements, and error reports through calls, emails, WhatsApp, whatever channel the customer felt like using that day. Half the time there was no proper approval on record, and when I'd try to follow up, the customer's number would be busy or they just wouldn't respond to email. So work would get stuck in limbo, not confirmed, not rejected, just floating. After we started using this tool, everything changed. Now the rule is simple: raise a ticket first, and we'll check and respond with everything clearly mentioned there. No more chasing people on calls. Everything the customer needs, approval, requirement, bug detail, goes into the ticket, and that becomes our single source of truth. Cons Getting some customers into the habit of raising a ticket instead of just calling took a little convincing at first, old habits die hard. Also, the generative AI suggestions are still a bit generic when the issue is technical; I usually end up rewriting the response myself for anything beyond a routine query. Review Source FS Fenny S. React JS Developer Information Services Used the software for: 2+ years ### "Ticket first policy " August 1, 2026 5.0 Long-term use is really the test of whether a tool holds up, and this one has. What stands out most is how it ended the back and forth we used to have with customers over what was approved and what wasn't. Earlier someone could say they approved something on a call that never happened, or claim they sent an email we never got. Now it's all on the ticket, dated and documented. My day to day is calmer because of it, I know where every request stands without having to chase anyone down. Pros I've used this for a good while now, long enough to have seen it handle a lot. Before, my inbox and phone were basically chaos — bug reports, new requirements, error logs, all coming in through calls and emails, and customers would rarely give a proper approval. I'd try calling back and the line was busy, or an email would just sit unanswered for days. Once we moved everything to ticket-first, that whole problem disappeared. Now it's simple — raise a ticket, we check it, and everything gets mentioned clearly on record. I honestly don't miss the old way of working at all. Cons Took some of our older customers a while to get used to raising a ticket instead of just calling, that adjustment wasn't instant. I've also noticed the AI-based reply suggestions are still hit or miss for technical stuff, I end up rewriting most of it myself when the issue isn't a routine one. Review Source BM Bheru M. Software Engineer Information Technology and Services Used the software for: 2+ years ### "Finally, an ITSM tool that doesn't slow engineers down" July 30, 2026 5.0 Before this, our internal request process was scattered across email and Slack, which meant things got lost or forgotten more than I'd like to admit. Since switching, I actually trust that a ticket I file will get tracked and followed up on, and I'm not stuck chasing status updates manually. It fits into a dev's day-to-day better than I expected, quick to file requests, quick to get notified when something needs my attention, and the knowledge base has cut down on the same repeat questions landing in my queue. Not perfect, but it's made the operational side of my job noticeably less annoying. Pros As an engineer, I'm not a fan of anything that slows down my actual work, and this doesn't. Ticket tracking is clean enough that I can log a request, access, environment reset, whatever, and get back to coding without babysitting it. The real-time alerts are the real win though. When something breaks in prod, I know within seconds, not after someone pings me on Slack asking why I haven't looked at it yet. Macros have also cut down a ton of repetitive typing for the requests that come in looking identical every week. Cons The generative AI features are still a bit rough for anything technical. I've tried using it to draft responses to more detailed engineering questions, and it tends to oversimplify or miss context, so I end up rewriting most of it anyway, fine for routine stuff, not something I'd trust blind. Task splitting across teams could also be a little more flexible; when a ticket touches both backend and frontend, assigning ownership clearly sometimes takes an extra step or two. Review Source SN Sagar N. Sr.Software Engineer Information Services Used the software for: 2+ years ### "Made our workflow actually feel like a workflow" July 30, 2026 5.0 We brought this on to replace a patchwork of spreadsheets and email chains, and it's genuinely made our process less chaotic. Setup was quick, the interface doesn't feel cluttered, and my team actually uses it consistently instead of falling back on old habits, which honestly is the real test. There's room to polish a few edges, but it's done what we needed it to do and then some. I'd recommend it to anyone tired of duct-taping their workflow together with five different tools. Pros Honestly, the thing that won me over was how fast I could get set up. I didn't need a huge onboarding call or a manual, I just started clicking around and it made sense. The workflow automation piece has saved my team a good chunk of time every week, especially on the repetitive stuff we used to do by hand. Customer support has also been solid whenever I've had a question; I got real answers from real people, not a canned script. Cons If I'm being picky, the mobile experience isn't quite as smooth as the desktop version. A couple of features feel like they were bolted on for phones rather than designed for them from the start. Also took me a bit of trial and error to figure out the more advanced filtering options, could use a couple more examples in the help docs. Review Source KS Khushali S. Sr. Software Engineer Information Technology and Services Used the software for: 2+ years ### "Solid Ticket Tool" July 27, 2026 5.0 I've been using this for about 3 years now after dealing with a clunky legacy system. Overall, it’s been a massive upgrade for us. Ticket management is smoother, internal communication is cleaner, and customer support has been responsive whenever we had questions during the initial rollout. Definitely worth looking into if you want to streamline IT operations without overcomplicating things. Pros As a software engineer who has relied on this tool for the last 3 years, I can say setting it up didn't take weeks like our old system. The ticket queue is super clean, and our team actually likes using it because the interface isn't cluttered. Automation for routine requests saves us hours every week. Cons Some of the deeper reporting customization options take a while to figure out. Also, mobile notifications can be a bit spotty if you're on the go. 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. Freshservice 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 Freshservice 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. Freshservice 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. Freshservice on the other hand offers intuitive workflow plus the options ot use API for complex requirement Review Source 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 Freshservice 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/)[JIRA Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/)[ServiceNow](https://www.capterra.com/p/254088/ServiceNow/) 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/)[ServiceNow](https://www.capterra.com/p/254088/ServiceNow/) Various systems being used across the company. 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 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 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 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 Freshservice 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 Freshservice 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 CR Carlos R. Systems Engineer Non-Profit Organization Management Used the software for: 2+ years ### "A product that keeps up with the time. " May 18, 2026 4.0 I like that the product keeps evolving with the market trends and customer expectations. It's easy to trust the development will meet our needs. Pros Easy to use, even for the more complicated functions we setup in our subscriptions it wasn't long before we went from request to solution. Support with the product is exceptional. Cons Certain 3rd party connectors (Workday) are cost prohibitive to adopt. The amount of runs that are needed to get a simple action to accomplished is too much for the medium and small size organizations. Alternatives considered [ServiceNow](https://www.capterra.com/p/254088/ServiceNow/) Reason for choosing Freshservice easier to use when creating and modifying workflows Switched from [Ivanti Neurons for ITSM](https://www.capterra.com/p/193225/Service-Desk/) Too difficult to create\\modify workflows Review Source BK Bhavin K. Sr. Software Engineer Information Technology and Services Used the software for: 2+ years ### "Reliable ticket management, wish it was more customizable" July 13, 2026 4.0 Overall, it's been a solid tool for us. The core ticketing functionality does exactly what we need, and it's made our support process a lot more organized. It's not perfect - the customization limits can be frustrating when you want something slightly outside the standard setup - but it gets the job done reliably day to day. Would recommend it to teams looking for a straightforward, dependable helpdesk solution. Pros The ticket management system is honestly the best part of the whole platform. Everything is organized in a way that just makes sense - assigning tickets, tracking status, setting priorities, it all flows smoothly without needing a manual to figure it out. Our team picked it up quickly, and it's cut down a lot of the back-and-forth we used to deal with when tracking requests over email. Cons My main gripe is the limited customization. Some of the workflows and views feel a bit rigid, and when you're trying to tailor things to fit how your specific team operates, you run into walls pretty fast. It'd be great to have more flexibility here without needing to go through support or use workarounds. Review Source HM Harshil M. Sr. Software Engineer Information Technology and Services Used the software for: 2+ years ### "Solid ITIL service desk that drastically cut down our resolution times" August 13, 2026 5.0 We migrated to Freshservice to centralize our internal IT helpdesk and track corporate assets more effectively. It has completely streamlined our internal workflow—tickets don't fall through the cracks anymore thanks to the automated SLA reminders. Customer support has been responsive whenever we hit a snag during migration. It offers great value for the money, especially for mid-sized teams that need a powerful ITIL-aligned tool without the massive setup overhead of enterprise competitors. Pros The interface is incredibly clean and intuitive, which made onboarding our team a breeze compared to legacy platforms like Jira or ServiceNow. Setting up automation rules for ticket routing is straightforward and has saved our tier-1 support agents hours of manual dispatch work. The asset management module is also a huge plus, as it lets us link hardware directly to user tickets so we can track recurring device issues instantly. Cons The reporting tools and custom dashboard builders can feel a bit rigid when you need to pull highly specific, granular metrics for upper management. Also, while the standard integrations work well, deep customization of the client portal requires a bit of a learning curve with their custom scripting if you want to move beyond the basic templates. Review Source PG Princy G. Social Media Specialist Marketing and Advertising Used the software for: 1-2 years ### "Powerful ITSM Platform with Excellent Customer Support and Automation" June 1, 2026 5.0 My overall experience with Freshservice has been very positive. The platform has helped improve service desk efficiency, reduce ticket resolution times, and enhance visibility across support operations. Its intuitive design allowed our team to adopt the system quickly, while automation features streamlined repetitive tasks and improved productivity. The platform delivers strong value for money by combining ticket management, asset management, workflow automation, reporting, and self-service capabilities into a single solution. Customer support has been responsive and helpful whenever assistance was required. Overall, Freshservice is a reliable, feature-rich IT service management platform that has made our support processes more organized, efficient, and scalable. Pros Freshservice offers an excellent balance between powerful functionality and ease of use. The ticket management system is intuitive, making it easy to track, prioritize, and resolve incidents efficiently. Workflow automation has significantly reduced manual effort, while the self-service portal and knowledge base help users find answers quickly. I also appreciate the customization options, detailed reporting, asset management capabilities, and the clean, modern interface that simplifies daily operations. Cons Although Freshservice provides extensive customization and advanced features, some configurations can require additional setup time and a learning curve for administrators. Creating highly customized reports may not be as straightforward for new users, and certain advanced features are available only in higher-tier plans. However, these limitations are relatively minor compared to the overall value the platform provides. Review Source SS Suyati S. Software Developer Information Technology and Services Used the software for: 1-2 years ### "Reliable Platform That Keeps Our Support Team Organized" July 14, 2026 5.0 Overall, I've had a good experience with Freshservice. It has helped our team stay organized while managing developer tickets, incidents, and customer requests. I particularly like having everything in one place because it's much easier to keep track of updates and priorities. Whenever we needed help, the support team responded promptly. It's been a reliable solution for our team, and I'd definitely recommend it to businesses looking for an easy-to-use IT service management platform. Pros I've been using Freshservice for handling developer tickets and customer requests, and it's made our daily work much easier. The ticket tracking is simple, assigning tasks is straightforward, and the automation helps us save a lot of time. I also like how clean and easy the interface is, so even new team members can get used to it quickly. Cons The initial setup took a little time, especially while configuring workflows based on our internal process. Once everything was in place, though, it worked really well. Review Source PS Parishi S. Sr. Software Engineer Information Technology and Services Used the software for: 1-2 years ### "Easy to use and keeps our support team organized" August 4, 2026 5.0 We've had a positive experience overall. It has made handling support requests much more organized and improved communication within the team. The platform feels reliable, and updates have generally added useful improvements. It's been a good fit for our workflow, and I'd recommend it to businesses looking for an easy-to-use service desk solution. Pros FreshService has been easy to work with from day one. The interface is clean, tickets are simple to manage, and it's easy to keep track of requests without feeling overwhelmed. Setting up automations saved us time, and the knowledge base has been helpful for both our team and end users. Cons Some of the advanced features took a little time to learn, and there are a lot of settings to explore. A few customization options could be more straightforward, but once everything is configured, it works well. 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 AT Adam T. Team Lead Financial Services Used the software for: 1-2 years ### "working with freshservice" May 21, 2026 4.0 Overall, my experience with Freshservice has been positive, particularly in how it supports service desk operations and continuous improvement initiatives. It provides a solid platform for managing tickets, automating processes, and driving consistency across the team. One of the key strengths has been its flexibility around workflows and automation. I’ve been able to use this to streamline ticket routing, build escalation paths, and automate routine operational and security tasks such as onboarding, offboarding, and access management. This has reduced manual effort and allowed the team to focus more on higher-value technical work, aligning with our broader goal of improving efficiency and service quality Pros One of the key strengths of Freshservice is its workflow automation capabilities. The ability to create and configure workflows makes it much easier to automatically route tickets to the correct teams or individuals based on defined conditions such as category, priority, or requester. This significantly reduces the need for manual triage and helps ensure tickets are handled by the right people from the outset. Cons “Overall, Freshservice is a solid ITSM platform with good core functionality, but I’ve found that some areas feel a bit limited in terms of flexibility and customisation—particularly when trying to build more advanced workflows or tailored user experiences. Additionally, there are occasional quirks or bugs in the GUI that can slow things down or require workarounds, especially when configuring more complex automations. That said, it’s still a reliable platform for day-to-day service management.” Review Source PP Priyanka P. Software Developer Information Services Used the software for: 6-12 months ### "A Solid First Year, No Complaints Worth Mentioning" July 22, 2026 5.0 It's been a smooth first year overall. Nothing's fallen through the cracks, requests move at a decent pace, and I've never had to wonder where something stands - it's all right there. The customization limits are a minor sore spot, but they haven't gotten in the way of things running well day to day. A year of steady use has been enough to convince me it's a keeper. Pros One year in, and what's impressed me most is how little time I spend figuring things out versus actually getting work done. Tickets land where they should, updates come through without me having to go looking for them, and the whole flow feels intentional rather than something bolted together. Compared to the manual mess we had before, it's been a genuinely welcome change Cons Customization is where it falls a bit short for me. There are specific ways I'd like certain requests structured, and more often than not I end up adjusting to whatever the default setup allows rather than the platform adjusting to what I actually need. It's workable, just not as tailored as I'd hoped. 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 ## 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.