# Freshservice Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Is Freshservice the right Help Desk solution for you? Explore 760 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 (760) 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 July 13th, 2026 # Reviews of Freshservice Ease of use 4.6 Customer Service 4.6 ## Pros and Cons in Reviews NO Nathalie O Scrum Master ITNon-Profit Organization Management, 1,001 - 5,000 employeesUsed the software for: Less than 6 months. “During my recent implementation, I leveraged its capabilities to build high-performance custom workflows that required precision and scalability. While the platform offers extensive "out-of-the-box" features, its true power emerged when I integrated custom code.“ February 13, 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. “Freshservice offers a clean UI, powerful ticketing system, automation workflows, asset management, and strong integration support.“ 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 IT support processes, improves team collaboration, and provides detailed reporting for tracking SLA compliance and service performance.“ 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 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 LB Lucas B IT Service Desk AnalystFinancial Services, 501 - 1,000 employeesUsed the software for: 6-12 months. “Additionally, certain configuration options aren’t as flexible as you’d expect from an ITSM tool, so you occasionally run into moments where you have to adapt your process to the system rather than the other way around.“ February 19, 2026 ## Showing most helpful reviews Showing 1-25 of 760 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use William L. Senior IT Executive Logistics and Supply Chain Used the software for: 1-2 years ### "FreshService Survey" May 20, 2026 4.0 So far managers is able to track the ticket and target what is the most common issue. We will have monthly report in which we put in our slides. Pros Able to let user open ticket, for HR, have OnBoarding. Able to keep track instead of manually inform other IT admin that there is a case Cons The admin have to pay extra. Sometimes we need to have whole IT group inside. Not really suitable for small company less than 100 as people will still walk to IT dept for help. If changes to management have to manually change 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 CW Colter W. Developer Automotive Used the software for: 1-2 years ### "Fix Scheduled Workflows" December 9, 2024 3.0 There are some minor quirks about the platform, but it mostly does what it claims. Pros Ticket tracking and management is very good; I like the ability to merge tickets. Cons The scheduled workflows have been completely non-operational since we have begun using . Alternatives considered [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/) Reason for choosing Freshservice was the cheapest option with the features that we needed in a ticketing system. 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, 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 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 PB Patan B. Senior System Administrator Research Used the software for: 2+ years ### "Customer Support and Customization" June 1, 2026 5.0 First thing is it is value for money, reports are very useful and we can generate reports automatically in pie chart, graph. asset taggging is available. Pros ticketing tool is simple to user and customize when you compare with very familiar ticketing tools like servicenow,manage engine, zoho desk. Also it provides all the features which are provided by other similar competitive tools. Also one thing i noticed is cutomer support, one day i submitted ticket clearly with all my queries immediately one agent recorded video how to implement it step by step and replied me. i followed same steps and issue was resolved. Cons At the moment it satisified all my needs with single license no add-ons required to access other modules. Switched from [ManageEngine Endpoint Central](https://www.capterra.com/p/170018/ManageEngine-Desktop-Central/) Cost efficiency and customization and no add-on's required. Review Source IO Ifediora O. CMDB Manager Education Management Used the software for: 2+ years ### "User-Friendly, Customizable, and Cost-Effective ITSM Platform, but Need Improvement" May 20, 2026 5.0 My overall experience with has been positive, particularly in terms of usability, flexibility, ticket management, customer support, and cost-effectiveness for IT Service Management. Pros Ease of use and customization. I’m not restricted to out-of-the-box configurations, and the licensing is cost-effective. Cons A couple of features appear to be missing from the Assets module. For example, under Contracts, there’s currently no option to mark contracts as retired or archive them once they expire and no longer need renewal. Similarly, under Inventory, there’s no way to archive decommissioned assets to maintain a clean and current CMDB. I hope these features can be added in a future update. Switched from [ServiceNow](https://www.capterra.com/p/254088/ServiceNow/) Customisation, cost-effectiveness, and quick support. Review Source AV Abilash V. IT Service Desk Team Lead Construction Used the software for: 2+ years ### "The Journey" May 18, 2026 5.0 Really happy with the overall experience, customer support and looking forward to continuing the partnership with Freshworks. Pros User friendly from IT perspective in terms of configuring the instance and also very ease of use Self Service portal for our end users. Cons Timeframe to get some feature/product enhancements implemented. Not much of other cons to mention currently. Switched from [ManageEngine ServiceDesk Plus](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/) Needed a better tool which can do self-service portal and workflow automations Review Source JN James N. Strategic Projects and Operations Manager Hospital & Health Care Used the software for: 2+ years ### "Good and bad, but really just good" May 20, 2026 5.0 Pros I love their support. it is so easy to get in touch and get the help you need when you need it. They walk you through the steps to fix problems and find you solutions, Cons There are not any cons for our use case of . It is our IT ticketing system and automation support ticketing system, if we want it to do something it is low code to automate it or easy to call and get a walk through for it. Alternatives considered [Salesforce Sales Cloud](https://www.capterra.com/p/61368/Salesforce/)[HubSpot CRM](https://www.capterra.com/p/152373/HubSpot-CRM/) Reason for choosing Freshservice it was a better product. overall it did what we want Review Source AM Ajay M. Technical Architect Information Services Used the software for: 1-2 years ### "Solid ITSM tool, automation makes a real difference" July 2, 2026 5.0 Been using for our IT team and honestly it's made day to day support so much easier. Ticket management is solid, everything stays organized and resolution times have gone down since we started using it. The automation is probably my favorite part, ticket routing and escalations just happen on their own now instead of someone manually assigning stuff. Asset tracking is also handy, having hardware and software info right next to the tickets saves a lot of back and forth during audits. Not everything's perfect though. Reporting could be more flexible, we usually export stuff to Excel to build the reports we actually need. Mobile app is a bit clunky too when you're trying to update something quickly on the go. Pricing goes up once you add the automation and asset features, so worth keeping in mind if you're a smaller team. Still, it's the tool we rely on daily and I'd recommend it if you want your support process to feel less chaotic. Pros We've been using for almost 2 years now across our IT support team, and honestly it's become one of those tools we don't even think twice about anymore, it just works. The ticket management system is probably my favorite part; everything is organized in a way that actually makes sense, and our resolution times have noticeably improved since we moved to it. What I really appreciate is how easy it was to get the team onboarded, we didn't need a ton of training, most people picked it up within a few days. The workflow automation has honestly saved us so much manual work. We've set up automated ticket routing and escalation rules that used to take someone sitting there manually assigning tickets, and now it just happens. Asset management is another strong point for us, being able to track hardware/software assets alongside tickets in one place instead of juggling separate spreadsheets has made audits way less painful. Customer support from Freshservice's side has also been solid whenever we've run into issues, responsive and they actually solve the problem instead of just sending generic articles. Cons If I'm being honest, the reporting/analytics dashboard could use more customization, we sometimes have to export data and build our own reports in Excel to get the exact view we need for management. Also, the mobile app feels a bit clunky compared to the desktop version, especially when trying to update tickets on the go. Pricing tiers can also get expensive once you start needing the more advanced automation and asset management features, so smaller teams might feel that jump. Overall though, none of these are dealbreakers, after 2 years, it's still our go-to tool and I'd recommend it to any team looking to get their IT service management organized. 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 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 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 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 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 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, 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 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 BC Brendan C. Senior Solutions Engineer Automotive Used the software for: 1-2 years ### "FreshService - A Clean and Modern Service Solution" January 15, 2026 5.0 has been a fantastic ticketing and service management solution. There are regular updates to keep it modern, and the UI is clean, responsive, and intuitive. With years of experience in many ticketing systems, Freshservice feels the most modern out of any of them. Pros has a very clean UI that is easy and intuitive to navigate. The webpage also has live update notifications which is extremely useful for closely monitoring tickets. When an update is posted on a ticket, even without refreshing you will see a notification regarding it and linking you to the ticket. Another useful live updating feature is the ability to see what other agents are currently viewing or editing a ticket. This solves the age-old issue 2 agents trying to edit a ticket at the same, or hesitating to update a ticket thinking another agent is already working on it. I've also found the extensibility of the product to be quite useful. We've granularized our request system to include specific requests with built in tasks lists for common requests (Employee onboarding, Software Installation Request, etc.), as well as the general ticketing system. We've added approval groups to notify the proper people streamlining repetitive tasks. There are great reporting features built-in as well, providing clean overviews of important KPI's like first-touch resolution, first response time, and time to resolution. These reports can be customized to filter based on a plethora of criteria. The pricing also has as consistent model that isn't overly expensive. Cons Frankly I haven't encountered any issues with yet. There has been a single instance of downtime this year, and it was minor and resolved relatively quickly. Alternatives considered [ServiceNow](https://www.capterra.com/p/254088/ServiceNow/) Reason for choosing Freshservice The pricing was better, and the sales support was more responsive. Switched from [FootPrints](https://www.capterra.com/p/212606/FootPrints/) We experienced many issues with FootPrints ranging from portal responsiveness, ease of use, and clarity for the users. Review Source AB Aimé B. Skol Brewery Limited Food & Beverages Used the software for: 2+ years ### "Efficient, Intuitive, and Scalable IT Service Management" February 26, 2026 4.0 My overall experience with has been very positive, especially from an IT service management and operational efficiency perspective. Freshservice stands out for being intuitive while still offering powerful functionality. The interface is clean and easy to navigate, which reduces the learning curve for both agents and end users. This makes adoption smoother compared to more complex ITSM platforms. Pros Client Support Both agents and end users can navigate it easily. Clients can submit tickets through a simple portal, email, or service catalog without confusion, which reduces friction and increases adoption. Cons helps so much for tickets routing by category or priority. SLA triggers and escalations, Approval chains, Task assignments This eliminates repetitive admin work and reduces human error, which significantly improves operational efficiency. Alternatives considered [Microsoft Outlook](https://www.capterra.com/p/227138/Microsoft-Outlook/) Reason for choosing Freshservice When is not available, we use Outlook Review Source NA Noushad A. IT Infrastructure Network Manager Food Production Used the software for: 2+ years ### "Reliable Ticketing System for Multiple Department Service Management" March 15, 2026 5.0 We have been using for around three years as our internal ticketing system. It helped us organize service requests and improve communication between departments. Previously requests were coming through emails and calls, but now everything is tracked properly with tickets and SLAs. Overall it has been a reliable tool for managing support requests and improving response time. Pros The ticketing system is easy to use and helps us manage requests from different departments in one place. We are using it mainly for IT support, but also for maintenance and legal requests. It helps us track issues, assign tasks to the right team, and monitor the status until closure. Automation rules and notifications also help reduce manual followup Switched from [SolarWinds Service Desk](https://www.capterra.com/p/129478/Solarwinds-Service-Desk/) We switched because provides a more user-friendly interface, better automation features, and improved workflow management for handling service requests across multiple departments. Review Source MP Mili P. Data Analyst-DBA Education Management Used the software for: 1-2 years ### "Freshservice: Easy to Navigate, Powerful Filters, and Customizable Rules with Strong Security" February 23, 2026 4.0 verall, the experience has been good. We’ve also received feedback from our staff that creating tickets now takes less time compared to the previous system, which they greatly appreciate. Pros What I like most about is that it is easy to navigate and simple to use. The filters are very useful and help us find tickets quickly. I also like that we can create our own custom rules and customize the fields on the screen to match our needs. It saves time and makes our work more organized. The system is also secure, which is important for our team. Cons It would be beneficial if could send a notification when a ticket hasn’t been updated for a certain amount of time. Having a rule or reminder notification like this would help ensure nothing gets overlooked, so we don’t have to manually check constantly. It would also be helpful to receive a weekly email report showing the number of pending tickets. This would give us better visibility into outstanding work and help us stay on top of unresolved issues. Switched from [SysAid](https://www.capterra.com/p/107225/SysAid/) Clean UI and Simplified workflows. Strong automation. Better customer support Review Source JS James S. Systems Manager Retail Used the software for: 2+ years ### "Excellent ITSM Product" February 26, 2026 5.0 Overall experience has been great. They have excellent customer service and affordable packages to meet each businesses individual requirements. Pros is easy to use and administer. Plus, they offer affordable packages to meet each businesses individual requirements. Customer Service has also been very helpful when call upon. Cons Nothing not to like in my opinion. Built on an ITIL platform, the product meets all of our ITSM needs. Switched from [JIRA Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/) Ease of use and more affordable due to flexible package options 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 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 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 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 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 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 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 CC Christian C. IT Specialist Information Technology and Services Used the software for: 2+ years ### "Good service!" January 27, 2026 4.0 Overall, the experience is good. Taking the time to fix the issues I mentioned will make it better for me. Pros Navigating and learning the basic functions as a regular team member is relatively easy, but delving into more advanced features can be challenging. I've encountered some issues with the representatives, as they sometimes struggle to understand my needs, possibly due to a language barrier. I believe they need to improve the workflow because some of the data I require is only available in Freshdesk, which we don't need to use. Additionally, I've experienced issues with certain workflows that have never worked, even with a representative's assistance. On a positive note, I appreciate the ability to use Single Sign-On (SSO) with our Microsoft products, as it makes me feel more secure. Cons Some features in the workflow need additional fixing. The API is not functional most of the time. We require more detailed information when retrieving analytics, such as the number of tickets each member has for the year. I was unable to create a graph with the basic analytics provided. 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. 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 RV Rahul V. Sr. Manager Information Services Used the software for: Less than 6 months ### "Clean and practical solution for ITSM" March 29, 2026 4.0 My overall experience has been great. It helps keep support requests organized and improves response time. The system is reliable for managing incidents and service requests, and it reduces confusion compared to handling things manually. Once everything is set up properly, it becomes easier to manage workloads and track progress. It has definitely helped improve our internal support process. Pros makes it easy to manage day-to-day IT support without much complexity. The interface is simple and doesn’t take long to get used to. Ticket handling is smooth, and features like automation and SLA tracking help reduce manual follow-ups. It also gives a clear view of ongoing issues, which helps the team stay organized. Overall, it works well for handling support operations in a structured way. Cons One thing I noticed is that some advanced features take time to configure properly, especially when setting up workflows or reports. It’s not difficult, but it needs some initial effort. Also, pricing can feel a bit higher when compared to similar tools, depending on the plan you choose. Review Source NO Nathalie O. Scrum Master IT Non-Profit Organization Management Used the software for: Less than 6 months ### "nice tool for ticketting software and more as soons as possible" February 13, 2026 5.0 stands out as a robust ITSM solution that balances user-friendly design with deep technical flexibility. During my recent implementation, I leveraged its capabilities to build high-performance custom workflows that required precision and scalability. While the platform offers extensive "out-of-the-box" features, its true power emerged when I integrated custom code. The scripting environment allowed me to bypass standard limitations, ensuring that complex logic and API integrations functioned flawlessly. Everything worked exactly as intended, proving the platform's reliability for developers who need to push boundaries. Furthermore, I explored the newly released journeys/paths, which significantly enhanced the user experience. These updated pathways streamline navigation and automation, making the transition from manual tasks to automated sequences feel intuitive. For any team looking to blend custom coding with modern automation, Freshservice provides a solid, dependable foundation. Pros stands out for its intuitive interface and powerful automation features, which significantly reduce manual workload. I particularly appreciate its easy integration with various ITIL processes, making service management seamless and modern. Especially its no-code approach. Cons When "no-code" isn't an option, you must write basic scripts to bridge gaps. This usually involves: API Integration: Writing few lines of Python or JavaScript to fetch data. Webhooks: Configuring triggers to automate notifications. Custom CSS: Tweaking styles for a unique look. While slightly more complex, coding offers total control over your service's behavior. 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.