# Freshservice Software Pricing, Alternatives & More 2026 | Capterra > With the help of Capterra, learn about Freshservice Software - reviews, pricing plans, popular comparisons to other Help Desk products and more. Source: https://www.capterra.com/p/132997/Freshservice --- # Freshservice Software Review 2026: Features, Integrations, Pros & Cons Last updated on July 13, 2026 Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Description](#description)[Use cases](#use-cases)[Alternatives](#alternatives)[FAQs](#faqs)[Users](#users)[Pros and Cons](#pros-cons)[Features](#features)[Pricing](#pricing)[Integrations](#integrations)[Support](#support)[Reviews](#reviews) Freshservice ## What is Freshservice? Freshservice transforms the traditional IT help desk into an AI-native service desk designed to orchestrate outcomes, not just process tickets. By unifying ITIL-aligned processes with embedded intelligence, Freshservice empowers teams to move from reactive firefighting to proactive support. Powered by Freddy AI, employees get instant, conversational self-service directly in Slack or Microsoft Teams, deflecting routine requests before they become tickets. For agents, AI Copilot accelerates resolution by instantly summarizing issues, suggesting responses, and providing asset context. Deliver a frictionless, consumer-grade experience that scales your service delivery without adding enterprise complexity. ## What is Freshservice used for? [Help Desk](https://www.capterra.com/help-desk-software/)[IT Ticketing Systems](https://www.capterra.com/it-ticketing-systems-software/)[IT Management](https://www.capterra.com/it-management-software/) Recognitions Shortlist Best ease of use Overall rating Based on 760 user reviews Reviews sentiment Positive 95% Neutral 4% Negative 1% Pros & cons Streamlined team collaboration features Robust workflow automation tools Restrictive and basic reporting capabilities Persistent bugs and limited customization Starting price $19 Per User, Per Month Free trial available Capterra Shortlist charts the highest-rated and most popular products... - Help Desk / 2026 - IT Management / 2026 - Managed Service Providers (MSP) / 2026 - Incident Management / 2025 - Inventory Management / 2025 - Issue Tracking / 2025 - IT Asset Management / 2025 - Knowledge Management / 2025 Our "Best of" badge program showcases products with the highest ratings... - Issue Tracking / 2026 - IT Ticketing Systems / 2026 Our "Best of" badge program showcases products with the highest ratings... ## Freshservice alternatives [4.4 (4,084)](https://www.capterra.com/p/164283/Zendesk/reviews/) Starting price $115.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 89% of reviewers rated it above 4 stars [4.5 (521)](https://www.capterra.com/p/107225/SysAid/reviews/) Starting price $89.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 92% of reviewers rated it above 4 stars Highest Rated [4.7 (140)](https://www.capterra.com/p/144825/BOSS-Solutions/reviews/) Starting price $29.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 99% of reviewers rated it above 4 stars [4.5 (449)](https://www.capterra.com/p/144309/Atera/reviews/) Starting price $129.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 93% of reviewers rated it above 4 stars [View all alternatives](https://www.capterra.com/p/132997/Freshservice/alternatives/) ## FAQs about Freshservice Overview ### What problems does Freshservice solve? Freshservice solves missed tickets, manual routing, scattered asset records, and poor visibility into support workloads by centralizing requests, automating triage and SLA follow-up, and linking tickets with knowledge and inventory. IT help desks, service desk managers, facilities teams, and cross-functional support groups benefit most from faster resolution and clearer ownership. Answer based on 279 reviews Overview ### Which roles and teams benefit most from Freshservice? Freshservice is most used by IT managers, system administrators, service desk teams, and technical support staff who need to manage incidents, service requests, assets, and change workflows efficiently. IT leaders and executives use it for visibility into service performance, while engineers and analysts streamline troubleshooting, ticket routing, and internal support operations. Answer based on 709 reviews Overview ### What company size and industries is Freshservice built for? Freshservice is built for small businesses first, with 41% of reviewers, and most often used in Information Technology and Services at 19%. It is designed to scale from mid-market to enterprise, with 34% midsize and 25% enterprise reviewers, and also appears in education management and computer software, each at 5%. Answer based on 726 reviews Features and Usability ### What are the key features of Freshservice? Freshservice includes core ITSM features like ticket management, workflow automation, service catalog, and self-service portal, plus differentiators such as asset management with CMDB and AI Summarization. Reviewers also frequently mention reporting, customizable forms and workflows, and team collaboration through notes, assignments, and linked knowledge base articles. Answer based on 304 reviews Pricing ### How much does it cost and what fees or limitations are included? Freshservice starts at $19/user/month for Starter, with Growth at 49 and Pro at 99. A free trial is available. Reviewers often call it affordable and low-cost to implement, but some say pricing rises quickly as teams scale and that advanced features, AI, reporting, and some modules are limited to higher tiers. Answer based on 148 reviews Integrations ### Which third-party tools and platforms does Freshservice integrate with? Freshservice integrates with over 50 tools, including Freshdesk, Jira, Slack, Microsoft Teams, Okta, and TeamViewer. Reviewer mentions also confirm connections with Google Workspace and Trello. Catalog integrations extend coverage to Box, DocuSign, GitHub, HubSpot CRM, and Dynamics 365 across collaboration, identity, and business workflows. Answer based on 128 reviews Getting Started and Support ### How easy is it to onboard and train a team on Freshservice? Freshservice is generally quick for end users and IT staff to adopt, with many reviewers describing the interface as beginner friendly and usable with minimal training. Training is available through in-person sessions, live online sessions, webinars, videos, and documentation. Admins typically need more time to learn workflows, setup, and advanced features. Answer based on 25 reviews Getting Started and Support ### What customer support options does Freshservice offer, and how do users rate the experience? Freshservice offers email/help desk, FAQ/forum, a knowledge base, phone support, 24/7 live rep, and chat. Users often describe support as helpful, responsive, and knowledgeable, with regular updates and quick replies. Some report slower handling for complex issues, inconsistent follow-through, and a preference for faster resolution in certain cases. Answer based on 177 reviews Security ### How does Freshservice handle data security and access control? Freshservice uses permissions, group and agent security roles, SSO via SAML or Microsoft, SSL-secured custom portals, sandbox testing, and asset discovery and scanning to protect access and data. Reviewers also note limits, including less-granular permissions, unclear role assignment, missing audit logs, restricted data residency options, and some SSO constraints. Answer based on 23 reviews ## Who uses Freshservice? Based on Capterra reviews from the past year Talk to a software expert to get a free software list tailored to your business needs Company size Based on 162 reviews 100% 75% 50% 25% Smallbusiness Midsizebusinesses Enterprise Top job functions Based on 162 reviews IT & Software Development 61% IT & Software Development 61% Administrative 12% Consulting 6% Engineering 6% Others 15% Top industries Based on 162 reviews Information Technology and Services 36% Computer Software 20% Information Services 18% Health, Wellness and Fitness 15% Other 11% ## Pros and Cons Streamlined team collaboration features 96% positive reviews out of 89 Most reviewers find team collaboration tools enhance communication, organization, and efficiency across support operations. Deste F. IT HelpDesk, 1,001 - 5,000 employees. "Overall, Freshservice is a reliable and efficient ITSM platform that streamlines service desk operations and improves team collaboration." Restrictive and basic reporting capabilities 47% negative reviews out of 77 Some reviewers find reporting lacks flexibility, advanced customization, and is difficult to tailor for specific data needs. Deep K. Marketing Manager, 201 - 500 employees. "Advanced customization is less flexible than expected; tailoring reports to non-standard data points often requires workarounds." Robust workflow automation tools 96% positive reviews out of 54 Most reviewers describe automation as highly effective for reducing manual work and streamlining IT processes. Mohammed A. Operation Executive, 51 - 200 employees. "Powerful workflow automation that reduces manual work" Persistent bugs and limited customization 66% negative reviews out of 71 Most reviewers report recurring bugs, inflexible default fields, and frustrating limitations in customization and form editing. seun O. Snr System Analyst & Integrator , 51 - 200 employees. "the inability to register certificates and certain operational activity" Effortless and intuitive setup process 97% positive reviews out of 36 Most reviewers indicate setup is straightforward, quick, and requires minimal technical expertise or training. Akshay D. Devops Engineer, 51 - 200 employees. "My overall experience with Freshservice is positive, especially in terms of usability, setup speed, and day-to-day IT support operations." ## Features Features with the highest number of reviews are displayed first. Those that have no reviews appear next, sorted alphabetically. Ticket Management 4.7 (189) 85.71% of 189 reviewers that rated this feature as important or highly important It gives you a central place to log, assign, and resolve tickets, with automation and customizable workflows. Users think the system is easy to use, supports prioritization, and offers strong reporting, though some mention occasional confusion with the interface and metadata management. Self Service Portal 4.5 (123) 85.37% of 123 reviewers that rated this feature as important or highly important Freshservice offers a self-service portal that empowers users to resolve issues independently and submit requests easily. Reviewers appreciate its intuitive design, customization options, and integrated knowledge base, noting it reduces ticket volume and improves user satisfaction. Support Ticket Management 4.7 (101) 85.15% of 101 reviewers that rated this feature as important or highly important With this capability, you can efficiently capture, assign, and track support requests from start to finish. Reviewers appreciate the organized workflow, customizable forms, and integrations for notifications, though some feel adapting processes to fit the system can be limiting. Service Level Agreement (SLA) Management 4.6 (98) 89.80% of 98 reviewers that rated this feature as important or highly important This aspect helps you set and track response and resolution times based on ticket priority. Reviewers indicate SLA management improves accountability, timely handling, and compliance, with clear policies and automation making it easier to meet organizational standards. Alerts/Notifications 4.3 (85) 64.71% of 85 reviewers that rated this feature as important or highly important You receive timely alerts and notifications about ticket updates, SLA breaches, and urgent issues. Some reviewers find these integrations with platforms like Teams and email helpful for staying informed, though others mention notification overload and unclear alerts when using multiple Freshworks products. Access Controls/Permissions 4.3 (106) 78.30% of 106 reviewers that rated this feature as important or highly important Define levels of authorization for access to specific files or systems Freshservice 187 features Define levels of authorization for access to specific files or systems Integrates with Active Directory Dashboard to view the status of ongoing processes, identify current incidents and track past activities Track and document all activities across devices, networks, and other systems A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users Uses AI to condense large amounts of text, audio, or video data into a coherent form System alerts about the need to escalate an issue or request You receive timely alerts and notifications about ticket updates, SLA breaches, and urgent issues. Some reviewers find these integrations with platforms like Teams and email helpful for staying informed, though others mention notification overload and unclear alerts when using multiple Freshworks products. Tools for the systematic analysis of various types of data or statistics Application programming interface that allows for integration with other systems/databases Manage the process of evaluating documents or requests submitted for approval Route documents and other data through one or more stakeholders for review and approval Manage assets throughout their lifecycle to optimize profit Monitor the usage of assets, such as equipment, tools, software, etc., throughout their lifecycle Assign issues and tasks based on availability or required skills Plan, schedule, and execute organization's accounts and assets to ensure compliance with policies and laws A record of all activities within the system, including user access, changes made, etc. Automatically identify systems to be monitored Automatic reply functionality for incoming messages Tickets are automatically assigned to specific agents based on predefined rules Scan barcodes to ensure accurate pricing and label tracking Create, manage, and send invoices or bills to customers Track actual spending to ensure it's in line with the planned budget Writing code or scripts to automate repetitive tasks, streamline processes, and increase efficiency within an IT environment Predicts the consequences of disruption to a business function. An agreement between a business and an external supplier for the delivery of a set of products or services Track and manage schedules and meetings via an integrated calendar Shortcuts for inputting frequently used messages Work on a set of tasks related to a particular charge, patient, legal issue or any other complex entity or process Create and manage digital catalog of products/services with their details, specifications, and price Track and monitor efficient handling of all changes/transitions Planning training and tasks to facilitate the transition to new technology, process, or workflow. Track changes in laws and regulations and compare previous legislation to current legislation Communicate using direct chat or messages within the system AI-based platform which conducts a conversation via auditory or textual methods Private online space that lets businesses securely share documents and provide information access to clients Configuration Management Database Provides a channel for team members to share AI models, media files, communicate, and work together Leave comments and notes on documents for others to view Track the current status and completion of activities, tasks, goals or deliverables via progress indicators Track and manage adherence to policies for any service, product, process, or supplier Track and report regulatory data to either internal management or external stakeholders Configure existing workflows to meet your organization's needs Identify component attributes like servers, hardware, software, and manage relationships across all services Handles digital content throughout its lifecycle, from creation and storage to distribution and archiving Create, edit, and revise contracts/written agreements Track, store, and access client contracts or licenses Investigate and take action at root cause or error in processes to prevent recurring issues Process to track, record, and analyze expenses that occurred over the entire duration of a given project Built-in customer relationship management (CRM) capabilities or integration with a third-party CRM system Track customer complaints from initiation through resolution Add customized logos and colors to align with company branding Customize data fields to support various needs and use cases Customize contracts and forms to collect specific information Alter the layout and content of reports Pre-designed layouts that can be customized to match preferences and requirements Assembly of graphs and charts for visualizing and tracking statistics/metrics Import and export data to and from software applications Graphical representation of data Automatically scan the network for devices and take pre-defined actions upon discovery Plan and implement business continuity measures in case of unforeseen events Automated or logic-based workflows that assist in the creation of electronic documents Store, manage, and track all electronic documents in a centralized location Store and organize documents in a centralized system Manage product specific documents in a categorized order Assemble applications and processes by dragging over and arranging pre-built components Editing tool that allows users to drag and drop images, icons, widgets, or other components Digitally sign online documents Receive and/or send email notifications for urgent updates, requests, or other information Manage, store and organize emails within the system or via third-party apps Pre-made examples and templates for emails Process of familiarizing new employees with the company, their position, and responsibilities A chronological record of actions or occurrences within a network, software, or process Collecting, analyzing, and utilizing feedback from users or customers to improve a product or service Public or private sharing of digital files such as documents, audio/video, images, and more Supports project management for IT professionals & teams Form predictions based on past and present data/trends Store, manage and track all forms in a centralized location Search for specific words or phrases within a document or database Managing service requests, incidents, IT issues & support with a ticketing system Automates core HR functions such as talent management, employee evaluation and learning management Manage and track all disruptions and incidents Report and update incidents related to health or workplace injuries that occur on a job or en route to a job site Checklist to confirm the incident and response. Cross-checking financial records with physical inventory counts and records Track and manage inventory levels to maintain proper supply Maintain and control the stock level of inventory Track and monitor inventory items, such as raw materials, unfinished goods, and ready-to-sell items Oversee people and resources to carry out an investigation Inspecting the issue resolution process for compliance with related systems and regulatory guidelines Identify and respond to unexpected problems or failures (ie. "negative events") Schedule and assign issue completion dates and/or times Record and follow the progress of every issue Managing inventories and tracking changes to hardware and software configurations Monitor the movement of one or more IT assets throughout the organization Manage incidents related to outages or breaches in functionality of IT systems Tracking KPIs over a certain period to assess helpdesk issues, ticket status & resolution, costs and revenue stats, assets usage & more Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support A repository of previously used/received RFP questions with responses Gather, organize, share, and analyze knowledge in terms of resources, documents, and people skills Manage license files and packages purchased in a centralized repository Track and organize the number of licenses available to the organization Maintains a history of customer licenses Ability to chat online in real time Manage, maintain and track the performance of assets and equipment Schedule predetermined or ad hoc maintenance services and labor requests Access software remotely via mobile devices Notifications via mobile devices Access the system via a mobile application Observe and track the demand, usage, progress or quality of a system, product, or user Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. Manage inventory, communication, marketing, orders & more across warehouses, stores and online channels Manage and support multiple languages Manage and support multiple locations Allow multiple users with individual logins and varying permissions to use the same account, software, portal, or service Track and organize on-call shifts Process of familiarizing new clients, stakeholders or employees with the company, a new location, or a service Manage and track customer orders for goods, investments, or any other purchases Generate and store passwords in an encrypted database and assist in retrieving lost or forgotten passwords Install software updates and bug fixes remotely Level of completion within a task A set of indicators that tracks the performance of networks, applications, systems, teams, etc. Monitoring and measurement of relevant metrics to assess the performance of IT resources Create, manage, and track policies and procedures within an organization Pre-defined templates within a library for common cases such as contracts, websites, emails, and more Arrange tasks based on the level of priority or urgency Identify and solve underlying cause of incident(s), and prevent future incidents from occurring Organize and manage all processes/procedures involved in purchasing goods and/or services Ability to link barcodes or serial numbers with specific items for identification Plan and coordinate all the resources, costs and time needed to execute assignments Monitor the progress of projects from start to finish Create, send, and track purchase orders and their statuses Engage in direct, instant messaging with customers, users, etc. Receive data and information in real time Active monitoring of systems, applications, or networks Notifications that are delivered to users as soon as an event occurs Receive system updates as soon as any changes are made Set an issue to repeat Creating relationships between different IT assets to define their status and dependencies in a network Planning, scheduling, and overseeing the release of software or system changes into a live or production environment Access work applications remotely, for when working away from the office and/or traveling Remotely monitor and manage client networks, endpoints, systems, and devices via locally installed applications Deploy updates or install new software remotely Manage and track the renewal process for various services, subscriptions, contracts, or licenses Collection, analysis, and representation of numerical data and generation of reports to understand various patterns View and track pertinent metrics to find patterns and gain insights from data Enables creation, management, and tracking of product requirements & features during product production/development Review, approve and cancel requests for goods/services to be purchased Process of planning, scheduling and executing the optimal and effective use of human capital across projects Analyze potential risks across the organization Initiate collection and analysis of known risks Set & manage permission levels based on user roles and restrict access to only authorized individuals Plan daily routes to optimize employee scheduling and provide directions Automates and streamlines business processes by creating a sequence of predefined rules and actions that govern the flow of work Set a time to generate routine reports automatically Plan availability and assign specific time slots for tasks and resources Search and/or filter for items using names, keywords, descriptions, tags, metadata, etc. Search and filter data across systems to locate required information by entering keywords or certain criteria Securely stores data to prevent data loss or breaches Includes firewalls, intrusion detection, and network-based antivirus programs to provide security against online threats Freshservice offers a self-service portal that empowers users to resolve issues independently and submit requests easily. Reviewers appreciate its intuitive design, customization options, and integrated knowledge base, noting it reduces ticket volume and improves user satisfaction. An agreement between a buyer and a seller for the sale and delivery of goods or services Database containing accurate and up-to-date information on all operational services This aspect helps you set and track response and resolution times based on ticket priority. Reviewers indicate SLA management improves accountability, timely handling, and compliance, with clear policies and automation making it easier to meet organizational standards. Assign, track and manage customers' service requests such as service enquiry, feedback/complaints and more Allow users to access multiple services after entering their login credentials once Security protocol that ensures secure, encrypted communication over the internet, safeguarding sensitive data from unauthorized access Track the status over time for a request, process, asset, or transaction Manage all supplier data and operations With this capability, you can efficiently capture, assign, and track support requests from start to finish. Reviewers appreciate the organized workflow, customizable forms, and integrations for notifications, though some feel adapting processes to fit the system can be limiting. Track the status of support tickets/escalations as they move through the service queue Create and administer polls and surveys Gauge satisfaction and receive information for improvement and success Attach digital tags to documents and assets for identification, search, or monitoring purposes Create, manage and track all task activities and progression Track the status and progress of tasks Allow multiple team members to edit and work on the same document Sample files or documents that could be customized as needed or used as is Checking for errors to prevent quality issues and maintain the integrity of the product/service as per set standards Set up connections to third-party platforms to improve business processes It gives you a central place to log, assign, and resolve tickets, with automation and customizable workflows. Users think the system is easy to use, supports prioritization, and offers strong reporting, though some mention occasional confusion with the interface and metadata management. Take actions to troubleshoot issues for networks, devices, etc. Track and interpret metrics on the usage of company resources Set-up notifications and alerts for web browsers and apps. An extended application or connector that enables users to perform additional services with their current set of tools Streamlining repetitive tasks and activities through automated and predefined workflows Create, design and manage workflows for repetitive tasks Get Advice We can help you find the software with the features you need. Features 4.3 (735) 4.3 Based on 735 reviews ## Pricing Value for money 4.4 (668) Free Trial [View pricing plan details](https://www.capterra.com/p/132997/Freshservice/pricing/) Starter $19.00 Per User,Per Month It includes: - Omnichannel support - Incident Management - 1000 Orchestration Transactions/Mo./Account - Analytics Starter - Custom SSL - Knowledge Base - Marketplace Apps - Mobile Apps - Multiple Portal Languages - Orchestration - Self Service Portal - Workflow Automator - Access Controls - Workspaces Growth $49.00 Per User,Per Month It includes: - 2000 Orchestration Transactions/Mo./Account - Approval Workflows - Asset Management - 100 Free Assets - Business Hours - Business Rules - Employee Onboarding - MSP Mode - Portal Customization - Purchase Order Management - Service Catalog - Multiple SLAs - Cloud Management - On-call Management Pro $99.00 Per User,Per Month It includes: - Incident Management - Problem Management - Change Management - Knowledge Base - Service Catalog - Support portal - Omnichannel - Multiple SLAs - Project Management - Release Management - Workflow Automator - 5000 Orchestration Transactions/Mo./Account - Access Controls Pro - IP Range Restrictions - Analytics Pro - Team Dashboards - Contract Management - Software License Management - Alert Management - Service Health Monitoring - SaaS Management (add-on) Enterprise Custom Quote Available It includes: - Sandbox - Audit Logs Value for money 4.4 (668) 4.4 Based on 668 reviews ## Integrations [ Slack](https://www.capterra.com/p/135003/Slack/)[ Dropbox](https://www.capterra.com/p/143068/Dropbox-Business/)[ Salesforce Sales Cloud](https://www.capterra.com/p/61368/Salesforce/)[ Jira](https://www.capterra.com/p/19319/JIRA/)[ Microsoft 365](https://www.capterra.com/p/227157/Microsoft-365/)[ TeamViewer ONE](https://www.capterra.com/p/194565/TeamViewer/)[ Microsoft Teams](https://www.capterra.com/p/168668/Microsoft-Teams/)[ SurveyMonkey](https://www.capterra.com/p/253516/SurveyMonkey/) Connect with a Capterra advisor for a free 15-minute consultation Get a personalized software list aligned to your business needs with guidance from our expert advisors. Our team has helped 1 million+ businesses like yours find options that fit their needs. ## Support, customer service and training options Customer Service 4.6 (700) Support - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat Training - In Person - Live Online - Webinars - Documentation - Videos Deployment - Web - Android - iPhone/iPad Typical users - Freelancers - Small businesses - Mid size businesses - Enterprises Customer Service 4.6 (700) 4.6 Based on 700 reviews ## User reviews Overall rating 4.5 Based on 760 reviews Filter by rating 5(462) 4(258) 3(31) 2(7) 1(2) Mentioned topic Sorted by most recent SP Shailesh P. Technical Leader Information Technology and Services ### "Great Tool for Helpdesk " 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 4.0 4.0 Likelihood to Recommend 9/10 July 14, 2026 We've had a good experience using Freshservice so far. It has become a part of our daily operations, especially for handling developer tickets, customer issues, service requests, and incident tracking. The dashboards make it easy to see what's pending, and SLA tracking helps us stay on top of response times. Our team doesn't have to chase updates anymore because everything is available in one place. Overall, it's a dependable platform that has helped us improve the way we manage support. Pros We introduced Freshservice while looking for a better way to manage internal support and customer requests. Before that, we were juggling emails and spreadsheets, which often led to missed updates. After moving to Freshservice, everything became much easier to track. Tickets are well organized, it's simple to assign work to the right person, and everyone can see the current status without asking around. The automation features have also reduced a lot of repetitive work. Cons There wasn't much to complain about, but we did spend some time adjusting workflows during the initial setup. Once we understood how everything worked, the system fit our process quite well. More ready-to-use templates for different industries would be a nice addition. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. SS Suyati S. Software Developer Information Technology and Services ### "Reliable Platform That Keeps Our Support Team Organized" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 4.0 4.0 Likelihood to Recommend 9/10 July 14, 2026 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 Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. HT Harsh T. Software Engineer Information Technology and Services ### "Does the job without overcomplicating things" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 4.0 4.0 Likelihood to Recommend 8/10 July 13, 2026 Been using it for a few months now and honestly, no regrets. It's not flashy, but it works - tickets get handled faster, nothing slips through the cracks anymore, and my team's stopped complaining about the old system (which is saying something). Could use a bit more flexibility on customization, but that's a minor complaint compared to how much smoother our support process runs now. Solid pick if you want something that just handles the basics really well. Pros Honestly, the ticketing side of things is what won me over. I was expecting a bit of a learning curve, but nope - logging in and figuring out how tickets get routed, prioritized, and closed out was pretty painless. My team went from constantly losing track of requests in our inbox to actually having a clear pipeline. That alone made switching worth it. Cons If I'm being picky, I'd say the customization side leaves something to be desired. There were a couple times we wanted to tweak fields or set things up a certain way for our workflow, and it just wasn't as flexible as I'd hoped. Not a dealbreaker, but definitely something on my wishlist for future updates. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. BK Bhavin K. Sr. Software Engineer Information Technology and Services ### "Reliable ticket management, wish it was more customizable" 4.0 Overall Rating 4.0 4.0 Ease of Use 5.0 5.0 Features 4.0 4.0 Customer Service 4.0 4.0 Likelihood to Recommend 9/10 July 13, 2026 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 Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. SK Swaroop K. Senior Systems Administrator Pharmaceuticals ### "Easy-to-Use ITSM Solution with Powerful Automation" 5.0 Overall Rating 5.0 5.0 Ease of Use 4.0 4.0 Features 4.0 4.0 Customer Service 4.0 4.0 Likelihood to Recommend 8/10 July 13, 2026 Our overall experience with Freshservice has been very positive. It provides a user-friendly interface that makes ticket management straightforward for both agents and end users. The automation and workflow capabilities have helped reduce manual tasks and improve response times, while the asset management features keep IT resources well organized. Customer support has been helpful whenever needed, and the platform offers good value for money with the features included. Overall, Freshservice has helped improve the efficiency of our IT service management processes. Pros Freshservice is easy to use, and the interface is clean and intuitive. The ticket management system helps keep support requests organized, while the automation and workflow features reduce manual effort and improve response times. The asset management module makes it easy to track IT assets in one place, and the reporting features help improve overall efficiency. Their customer support has been responsive whenever we've needed assistance, and overall the platform offers good value for money considering the features it provides. Cons Overall, it's a solid platform. Some advanced customization options can take a little time to understand, and a few reports require additional configuration to get the exact information needed. Other than that, it has worked well for our team's day-to-day IT service management. Switched from [ManageEngine ServiceDesk Plus](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/) We switched from ManageEngine because we wanted a more modern and user-friendly IT service management platform. Freshservice offered a cleaner interface, better workflow automation, and an easier ticket management experience. It also simplified asset management and reporting, making it easier for our team to improve overall efficiency. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. James W. Salesforce Administrator Higher Education ### "Great IT Ticketing System" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 8/10 July 10, 2026 We use Freshservice for ticket management, change management, knowledge base, and more. Most of all, it has been a very helpful tool for our IT team to manage incidents, feature requests, and projects. Pros With this platform, there's a clean interface, you can efficiently manage tickets, customize fields, automate ticket properties, integrate with Slack, and more. Cons It would be nice to have a few more features. For examples: - the ability to edit ticket work type on the list view - have a list view of both tickets assigned to me and tickets I'm watching - set colors of tickets based on field properties Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. GV Gopal V. IT Biotechnology ### "Efficient and User-Friendly ITSM Solution" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 July 9, 2026 Overall, Freshservice has been a reliable and user-friendly ITSM solution. The platform offers strong ticket management, automation, and asset management capabilities. While there is room for improvement in reporting and advanced customization, it has significantly improved our service delivery and operational efficiency. Pros I liked the ease of use, efficient ticket management, and automation features. The dashboard provides good visibility into ticket status and helps resolve issues faster. Cons The platform works well overall, but some workflow automation and reporting features could offer greater flexibility. Additionally, integrations with certain third-party tools can require additional configuration. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. MS Mankeshwar S. Software Engineer Information Services ### "Turned our messy ticket process into something that actually flows" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 3.0 3.0 Likelihood to Recommend 10/10 July 7, 2026 Switching to this platform genuinely made our support process less chaotic. Tickets used to pile up with no clear ownership, and now everything has a clear path from the moment it's submitted to when it's closed out. The self-service options mean our team spends less time answering the same basic questions repeatedly, freeing us up for actual problem-solving. It's not flawless - the reporting side still frustrates me occasionally - but day to day, it just works, and that reliability counts for a lot. Pros Honestly, the thing I appreciate most is that it doesn't feel like you need an IT degree just to use it properly. Setting up ticket categories and assigning them to the right people took barely any effort. What really changed things for our team was the auto-routing - tickets land with the correct agent instantly instead of sitting in some queue waiting for someone to notice them. We also lean heavily on the self-service portal, and it's cut down a surprising chunk of "how do I..." emails since people just search and find their answer. Support tickets that used to take a full day to resolve now often close within a few hours because nothing gets lost in the shuffle. Cons If I had to nitpick, the analytics side needs polishing. You can pull basic numbers easily enough, but anything beyond that requires jumping through hoops, and half the time I end up copying data into a spreadsheet just to make sense of it. Notifications are another sore spot - sometimes they're a little delayed, and once or twice agents missed an update because it didn't ping in real time. Also, the sheer number of settings and configuration options can feel overwhelming when you're first setting things up; there's a bit of a maze to navigate before it clicks. Alternatives considered [ManageEngine ServiceDesk Plus](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/) Reasons for choosing Freshservice It just felt more straightforward to set up and get the team using right away, without needing a ton of training or configuration before it was actually useful Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. HP Hardik P. Sr. Software Engineer Information Services ### "Simple, dependable helpdesk ticketing with solid automation" 4.0 Overall Rating 4.0 4.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 3.0 3.0 Likelihood to Recommend 10/10 July 7, 2026 On the whole, it's been a dependable tool for handling helpdesk requests. Tickets move through the system smoothly, automation takes a lot of the repetitive work off the team's plate, and new agents pick it up fast. It's not without rough edges - reporting flexibility and mobile features could definitely be better - but for day-to-day ticket management it gets the job done well and hasn't given us major headaches. Pros The biggest plus for us has been how simple it is to manage day-to-day support tickets without a messy learning curve. The interface is clean, so agents can jump in and start working tickets without needing weeks of training. Automation has been a real time-saver too - auto-assigning tickets, sending reminders, escalating anything that's overdue, all without someone having to babysit it manually. The knowledge base feature has also cut down on repetitive tickets since users can often find answers themselves before raising a request. Whenever we've needed help, support has been quick to respond and actually useful, not just scripted replies. Cons Reporting is probably the weakest part. 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. The mobile app is another area that needs work - some ticket actions that are easy on desktop just aren't there on mobile yet, which slows things down when you're away from your laptop. Pricing structure can also be a little confusing at first since it's not always obvious what's bundled into each plan. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. PA Pallavi A. Analyst Computer Software ### "Approval workflows removed a lot of manual follow-ups" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 4.0 4.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 July 6, 2026 Pros Our previous approval process relied heavily on emails, which often caused delays and missed requests. Freshservice automated approvals by routing them to the appropriate stakeholders, allowing us to track every decision from one place. It improved transparency and significantly reduced the time spent chasing approvals. Cons The approval workflows cover most business scenarios, but handling more complex approval chains with multiple exceptions can become challenging. Greater flexibility for advanced approval logic would benefit larger organizations. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. 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