--- title: "Freshservice Software Pricing, Alternatives & More 2026 | Capterra" description: "With the help of Capterra, learn about Freshservice Software - reviews, pricing plans, popular comparisons to other Help Desk products and more." source_url: "https://www.capterra.com/p/132997/Freshservice/" page_type: "product" language: "en" --- # Freshservice Software Review 2026: Features, Integrations, Pros & Cons Last updated on August 26, 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 794 user reviews Reviews sentiment Positive 95% Neutral 4% Negative 1% Pros & cons Centralized team collaboration features Time-saving workflow automation tools Restrictive and basic reporting Customization and interface limitations Starting price $19 Per User, Per Month Free trial available Capterra Shortlist charts the highest-rated and most popular products... - Help Desk / 2026 - IT Asset Management / 2026 - IT Management / 2026 - Knowledge Base / 2026 - Managed Service Providers (MSP) / 2026 - Incident Management / 2025 - Inventory Management / 2025 - Issue Tracking / 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... Rating Breakdown 4.6 +− Features4.3 Value for Money4.4 Ease of Use4.6 Customer Service4.5 Rating Breakdown 4.6 Features4.3 Value for Money4.4 Ease of Use4.6 Customer Service4.5 ## Freshservice Reviewers Verdict Updated August 2026 AI summary - Freshservice suits IT teams and service desk managers seeking organized ticketing and workflow-driven support operations. - Users appreciate its reliable ticket management, automation features, and balance of usability with technical depth. - It helps teams centralize support requests, automate repetitive tasks, and maintain visibility across incidents and service delivery. - Buyers should weigh a few practical considerations: some users mention notification overload, basic reporting, and limits in customization or advanced configuration. - It fits organizations prioritizing efficient support workflows, but may fall short for those needing advanced reporting or high customization. ## Freshservice alternatives Highest Rated [4.7 (1,787)](https://www.capterra.com/p/102188/LiveAgent/reviews/) Starting price $15.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 97% of reviewers rated it above 4 stars [4.5 (3,471)](https://www.capterra.com/p/124981/Freshdesk/reviews/) Starting price $19.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 94% of reviewers rated it above 4 stars [4.4 (4,090)](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 (2,215)](https://www.capterra.com/p/169505/Zoho-Desk/reviews/) Starting price $20.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 94% 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 scattered support requests, manual ticket routing, poor asset visibility, and inconsistent SLA follow-up by centralizing incidents, service requests, knowledge, and device records in one workflow-driven system. IT help desks, service desk managers, facilities teams, HR, payroll, and cross-functional support teams benefit most from faster triage, clearer ownership, and easier collaboration. Answer based on 291 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 tickets, incidents, assets, and service requests efficiently. IT directors and executives use it for visibility into operations, while engineers and project managers support internal workflows, change management, and cross-team issue resolution. Answer based on 744 reviews Overview ### What company size and industries is Freshservice built for? Freshservice is built for small businesses first, with 41% of reviewers, and is most common in Information Technology and Services at 18%. It is designed to scale from mid-market to enterprises, which matches its 34% midsize and 25% enterprise reviewer mix, and also appears in Computer Software and Education Management at 5% each. Answer based on 761 reviews Features and Usability ### What are the key features of Freshservice? Freshservice includes core ITSM features like ticket management, service request management, workflow automation, and SLA management. Differentiators include asset management with asset discovery and CMDB, plus a self-service portal and knowledge base. Reviewers also frequently mention reporting, customizable forms and workflows, and Active Directory integrations. Answer based on 316 reviews Pricing ### How much does it cost and what fees or limitations are included? Freshservice starts at $19/user/month for the Starter plan, with Growth at 49 and Pro at 99; a free trial is available. Reviewers often call it cost-effective with low onboarding costs, but note pricing rises for automation, asset features, or advanced tools locked to higher tiers. Answer based on 167 reviews Integrations ### Which third-party tools and platforms does Freshservice integrate with? Freshservice integrates with Slack, Microsoft Teams, Jira, Okta, TeamViewer, and Google Workspace, with reviewer mentions also citing Freshdesk and Trello. It supports over 50 integrations overall, including Box, Dropbox, GitHub, HubSpot CRM, and BambooHR, covering collaboration, identity, remote support, file storage, and CRM. Answer based on 130 reviews Getting Started and Support ### How easy is it to onboard and train a team on Freshservice? Freshservice is easy to onboard for most end users and frontline teams, with many reviewers saying they needed little or no training. Training is available in person, live online, through webinars, videos, and documentation. Admins usually need more time to learn workflows, change management, automation, and other advanced configuration features. Answer based on 28 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 generally describe support as responsive, helpful, and knowledgeable, with quick replies and solid setup guidance. Some report slower resolution for complex issues, inconsistent follow-through, and a preference for more direct conversations in certain cases. Answer based on 204 reviews Security ### How does Freshservice handle data security and access control? Freshservice uses permissions, group roles, agent security roles, SSO, SAML, SSL, sandbox testing, and secure asset data collection to control access and protect data. It also supports approvals, activity tracking, and access-management workflows. Some users report limited permission granularity, unclear role assignment, missing audit logs, and data residency or SSO limitations. Answer based on 24 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 ## Pros and Cons Centralized team collaboration features 96% positive reviews out of 100 Most users report team collaboration tools help organize work, enhance communication, and improve service delivery. 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 45% negative reviews out of 87 Some users report reporting tools lack customization, advanced options, and are difficult to use for detailed analysis. Deep K. Marketing Manager, 201 - 500 employees. "Advanced customization is less flexible than expected; tailoring reports to non-standard data points often requires workarounds." Time-saving workflow automation tools 97% positive reviews out of 60 Most reviewers describe automation as streamlining repetitive tasks, improving efficiency, and reducing manual workload significantly. Mohammed A. Operation Executive, 51 - 200 employees. "Powerful workflow automation that reduces manual work" Customization and interface limitations 66% negative reviews out of 73 Most users comment on persistent bugs, limited customization, and interface quirks that hinder smooth daily operations. Jeki M. Technical Leader - Front End, 201 - 500 employees. "It's not perfect, and the rigid customization still bugs me from time to time, but four years in, it's earned its spot in our stack." Quick and simple setup process 95% positive reviews out of 38 Most reviewers indicate setup is straightforward, requiring minimal technical expertise and allowing fast implementation. 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." Challenging notification management 50% negative reviews out of 40 Some reviewers describe excessive or confusing email notifications, difficulties with configuration, and occasional delivery problems. Phillip M. ICT Support Officer, 51 - 200 employees. "The Notification spam through the app is terrible, pinging each notification one at a time to the phone, which is especially annoying when it sends over 30 notifications and doesn't group them." ## Features AI summary Based on 5,070 Help Desk reviews Capterra data shows that buyers of help desk software rank the following features as their top priorities: - **Ticket Management** (**54%** of reviewers rated this feature as critical) - **Real-Time Notifications** (**39%**) - **Service Level Agreement (SLA) Management** (**38%**) Freshservice supports all three of the features reviewers value most: **Ticket Management**, **Real-Time Notifications**, and **Service Level Agreement (SLA) Management**. Together, these capabilities help teams organize and resolve requests efficiently, stay updated on issue activity as it happens, and track response commitments more consistently, helping businesses improve service quality and meet support expectations. Ticket Management 4.7 (203) 86.70% of 203 reviewers that rated this feature as important or highly important It gives you a central place to organize, prioritize, and resolve support issues. Users think the customizable views, automation, and easy tracking improve efficiency and response times, though some find advanced options confusing or wish for more intuitive customization. Real-Time Notifications 4.6 (65) 92.31% of 65 reviewers that rated this feature as important or highly important Notifications that are delivered to users as soon as an event occurs Service Level Agreement (SLA) Management 4.6 (118) 91.53% of 118 reviewers that rated this feature as important or highly important This aspect helps you track and enforce timely responses and resolutions based on ticket priority. Reviewers indicate SLA management improves accountability, allows for custom policies, and provides useful alerts, making it easier to meet organizational service standards. Reporting/Analytics 4.2 (53) 67.92% of 53 reviewers that rated this feature as important or highly important View and track pertinent metrics to find patterns and gain insights from data Alerts/Escalation 4.3 (44) 70.45% of 44 reviewers that rated this feature as important or highly important System alerts about the need to escalate an issue or request Self Service Portal 4.4 (137) 82.48% of 137 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 the intuitive interface, customization options, and integrated knowledge base, which help reduce ticket volume and improve user satisfaction. Freshservice 187 features ### All Features - Access Controls/Permissions: You can manage user roles and permissions with granular control. Reviewers appreciate the flexibility to define custom roles and secure sensitive data, though some say the role matrix is complex and wish for even more granular or automated options. - Active Directory Integration: Integrates with Active Directory - Activity Dashboard: Dashboard to view the status of ongoing processes, identify current incidents and track past activities - Activity Tracking: Track and document all activities across devices, networks, and other systems - AI Copilot: A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users - AI Summarization: Uses AI to condense large amounts of text, audio, or video data into a coherent form - Alerts/Escalation: System alerts about the need to escalate an issue or request - Alerts/Notifications: Alerts or notifications of various types such as pop-up messages, sounds, banners, or badges - Analytics: Tools for the systematic analysis of various types of data or statistics - API: Application programming interface that allows for integration with other systems/databases - Approval Process Control: Manage the process of evaluating documents or requests submitted for approval - Approval Workflow: Route documents and other data through one or more stakeholders for review and approval - Asset Lifecycle Management: Manage assets throughout their lifecycle to optimize profit - Asset Tracking: Monitor the usage of assets, such as equipment, tools, software, etc., throughout their lifecycle - Assignment Management: Assign issues and tasks based on availability or required skills - Audit Management: Plan, schedule, and execute organization's accounts and assets to ensure compliance with policies and laws - Audit Trail: A record of all activities within the system, including user access, changes made, etc. - Automated Discovery: Automatically identify systems to be monitored - Automated Responses: Automatic reply functionality for incoming messages - Automated Routing: Tickets are automatically assigned to specific agents based on predefined rules - Barcode/Ticket Scanning: Scan barcodes to ensure accurate pricing and label tracking - Billing & Invoicing: Create, manage, and send invoices or bills to customers - Budget Tracking: Track actual spending to ensure it's in line with the planned budget - Build Automation: Writing code or scripts to automate repetitive tasks, streamline processes, and increase efficiency within an IT environment - Business Impact Analysis: Predicts the consequences of disruption to a business function. - Buy Side (Suppliers): An agreement between a business and an external supplier for the delivery of a set of products or services - Calendar Management: Track and manage schedules and meetings via an integrated calendar - Canned Responses: Shortcuts for inputting frequently used messages - Case Management: Work on a set of tasks related to a particular charge, patient, legal issue or any other complex entity or process - Catalog Management: Create and manage digital catalog of products/services with their details, specifications, and price - Change Management: Track and monitor efficient handling of all changes/transitions - Change Planning: Planning training and tasks to facilitate the transition to new technology, process, or workflow. - Change Tracking: Track changes in laws and regulations and compare previous legislation to current legislation - Chat/Messaging: Communicate using direct chat or messages within the system - Chatbot: AI-based platform which conducts a conversation via auditory or textual methods - Client Portal: Private online space that lets businesses securely share documents and provide information access to clients - CMDB: Configuration Management Database - Collaboration Tools: Provides a channel for team members to share AI models, media files, communicate, and work together - Commenting/Notes: Leave comments and notes on documents for others to view - Completion Tracking: Track the current status and completion of activities, tasks, goals or deliverables via progress indicators - Compliance Management: Track and manage adherence to policies for any service, product, process, or supplier - Compliance Tracking: Track and report regulatory data to either internal management or external stakeholders - Configurable Workflow: Configure existing workflows to meet your organization's needs - Configuration Management: Identify component attributes like servers, hardware, software, and manage relationships across all services - Content Management: Handles digital content throughout its lifecycle, from creation and storage to distribution and archiving - Contract Drafting: Create, edit, and revise contracts/written agreements - Contract/License Management: Track, store, and access client contracts or licenses - Corrective and Preventive Actions (CAPA): Investigate and take action at root cause or error in processes to prevent recurring issues - Cost Tracking: Process to track, record, and analyze expenses that occurred over the entire duration of a given project - CRM: Built-in customer relationship management (CRM) capabilities or integration with a third-party CRM system - Customer Complaint Tracking: Track customer complaints from initiation through resolution - Customizable Branding: Add customized logos and colors to align with company branding - Customizable Fields: Customize data fields to support various needs and use cases - Customizable Forms: Customize contracts and forms to collect specific information - Customizable Reports: Alter the layout and content of reports - Customizable Templates: Pre-designed layouts that can be customized to match preferences and requirements - Dashboard: Assembly of graphs and charts for visualizing and tracking statistics/metrics - Data Import/Export: Import and export data to and from software applications - Data Visualization: Graphical representation of data - Device Auto Discovery: Automatically scan the network for devices and take pre-defined actions upon discovery - Disaster Recovery: Plan and implement business continuity measures in case of unforeseen events - Document Automation: Automated or logic-based workflows that assist in the creation of electronic documents - Document Management: Store, manage, and track all electronic documents in a centralized location - Document Storage: Store and organize documents in a centralized system - Documentation Management: Manage product specific documents in a categorized order - Drag & Drop: Assemble applications and processes by dragging over and arranging pre-built components - Drag & Drop Editor: Editing tool that allows users to drag and drop images, icons, widgets, or other components - Electronic Signature: Digitally sign online documents - Email Alerts: Receive and/or send email notifications for urgent updates, requests, or other information - Email Management: Manage, store and organize emails within the system or via third-party apps - Email Templates: Pre-made examples and templates for emails - Employee Onboarding: Process of familiarizing new employees with the company, their position, and responsibilities - Event Logs: A chronological record of actions or occurrences within a network, software, or process - Feedback Management: Collecting, analyzing, and utilizing feedback from users or customers to improve a product or service - File Sharing: Public or private sharing of digital files such as documents, audio/video, images, and more - For IT Project Management: Supports project management for IT professionals & teams - Forecasting: Form predictions based on past and present data/trends - Forms Management: Store, manage and track all forms in a centralized location - Full Text Search: Search for specific words or phrases within a document or database - Help Desk Management: Managing service requests, incidents, IT issues & support with a ticketing system - HR Management: Automates core HR functions such as talent management, employee evaluation and learning management - Incident Management: Manage and track all disruptions and incidents - Incident Reporting: Report and update incidents related to health or workplace injuries that occur on a job or en route to a job site - Incident Response Checklists: Checklist to confirm the incident and response. - Inventory Auditing: Cross-checking financial records with physical inventory counts and records - Inventory Management: Track and manage inventory levels to maintain proper supply - Inventory Optimization: Maintain and control the stock level of inventory - Inventory Tracking: Track and monitor inventory items, such as raw materials, unfinished goods, and ready-to-sell items - Investigation Management: Oversee people and resources to carry out an investigation - Issue Auditing: Inspecting the issue resolution process for compliance with related systems and regulatory guidelines - Issue Management: Identify and respond to unexpected problems or failures (ie. "negative events") - Issue Scheduling: Schedule and assign issue completion dates and/or times - Issue Tracking: Record and follow the progress of every issue - IT Asset Management: Managing inventories and tracking changes to hardware and software configurations - IT Asset Tracking: Monitor the movement of one or more IT assets throughout the organization - IT Incident Management: Manage incidents related to outages or breaches in functionality of IT systems - IT Reporting: Tracking KPIs over a certain period to assess helpdesk issues, ticket status & resolution, costs and revenue stats, assets usage & more - Knowledge Base Management: Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support - Knowledge Library: A repository of previously used/received RFP questions with responses - Knowledge Management: Gather, organize, share, and analyze knowledge in terms of resources, documents, and people skills - License Inventory: Manage license files and packages purchased in a centralized repository - License Management: Track and organize the number of licenses available to the organization - License Tracking: Maintains a history of customer licenses - Live Chat: Ability to chat online in real time - Maintenance Management: Manage, maintain and track the performance of assets and equipment - Maintenance Scheduling: Schedule predetermined or ad hoc maintenance services and labor requests - Mobile Access: Access software remotely via mobile devices - Mobile Alerts: Notifications via mobile devices - Mobile App: Access the system via a mobile application - Monitoring: Observe and track the demand, usage, progress or quality of a system, product, or user - Multi-Channel Communication: Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. - Multi-Channel Management: Manage inventory, communication, marketing, orders & more across warehouses, stores and online channels - Multi-Language: Manage and support multiple languages - Multi-Location: Manage and support multiple locations - Multiple User Accounts: Allow multiple users with individual logins and varying permissions to use the same account, software, portal, or service - On Call Scheduling: Track and organize on-call shifts - Onboarding: Process of familiarizing new clients, stakeholders or employees with the company, a new location, or a service - Order Management: Manage and track customer orders for goods, investments, or any other purchases - Password Management: Generate and store passwords in an encrypted database and assist in retrieving lost or forgotten passwords - Patch Management: Install software updates and bug fixes remotely - Percent-Complete Tracking: Level of completion within a task - Performance Metrics: A set of indicators that tracks the performance of networks, applications, systems, teams, etc. - Performance Monitoring: Monitoring and measurement of relevant metrics to assess the performance of IT resources - Policy Management: Create, manage, and track policies and procedures within an organization - Pre-built Templates: Pre-defined templates within a library for common cases such as contracts, websites, emails, and more - Prioritization: Arrange tasks based on the level of priority or urgency - Problem Management: Identify and solve underlying cause of incident(s), and prevent future incidents from occurring - Procurement Management: Organize and manage all processes/procedures involved in purchasing goods and/or services - Product Identification: Ability to link barcodes or serial numbers with specific items for identification - Project Management: Plan and coordinate all the resources, costs and time needed to execute assignments - Project Tracking: Monitor the progress of projects from start to finish - Purchase Order Management: Create, send, and track purchase orders and their statuses - Real-Time Chat: Engage in direct, instant messaging with customers, users, etc. - Real-Time Data: Receive data and information in real time - Real-Time Monitoring: Active monitoring of systems, applications, or networks - Real-Time Notifications: Notifications that are delivered to users as soon as an event occurs - Real-Time Updates: Receive system updates as soon as any changes are made - Recurring Issues: Set an issue to repeat - Relationship Mapping: Creating relationships between different IT assets to define their status and dependencies in a network - Release Management: Planning, scheduling, and overseeing the release of software or system changes into a live or production environment - Remote Access/Control: Access work applications remotely, for when working away from the office and/or traveling - Remote Monitoring & Management: Remotely monitor and manage client networks, endpoints, systems, and devices via locally installed applications - Remote Update/Installation: Deploy updates or install new software remotely - Renewal Management: Manage and track the renewal process for various services, subscriptions, contracts, or licenses - Reporting & Statistics: Collection, analysis, and representation of numerical data and generation of reports to understand various patterns - Reporting/Analytics: View and track pertinent metrics to find patterns and gain insights from data - Requirements Management: Enables creation, management, and tracking of product requirements & features during product production/development - Requisition Management: Review, approve and cancel requests for goods/services to be purchased - Resource Management: Process of planning, scheduling and executing the optimal and effective use of human capital across projects - Risk Analysis: Analyze potential risks across the organization - Risk Assessment: Initiate collection and analysis of known risks - Role-Based Permissions: Set & manage permission levels based on user roles and restrict access to only authorized individuals - Routing: Plan daily routes to optimize employee scheduling and provide directions - Rules-Based Workflow: Automates and streamlines business processes by creating a sequence of predefined rules and actions that govern the flow of work - Scheduled/Automated Reports: Set a time to generate routine reports automatically - Scheduling: Plan availability and assign specific time slots for tasks and resources - Search: Search and/or filter for items using names, keywords, descriptions, tags, metadata, etc. - Search/Filter: Search and filter data across systems to locate required information by entering keywords or certain criteria - Secure Data Storage: Securely stores data to prevent data loss or breaches - Security Tools: Includes firewalls, intrusion detection, and network-based antivirus programs to provide security against online threats - Self Service Portal: Freshservice offers a self-service portal that empowers users to resolve issues independently and submit requests easily. Reviewers appreciate the intuitive interface, customization options, and integrated knowledge base, which help reduce ticket volume and improve user satisfaction. - Sell Side (Customers): An agreement between a buyer and a seller for the sale and delivery of goods or services - Service Catalog: Database containing accurate and up-to-date information on all operational services - Service Level Agreement (SLA) Management: This aspect helps you track and enforce timely responses and resolutions based on ticket priority. Reviewers indicate SLA management improves accountability, allows for custom policies, and provides useful alerts, making it easier to meet organizational service standards. - Service Request Management: Assign, track and manage customers' service requests such as service enquiry, feedback/complaints and more - Single Sign On: Allow users to access multiple services after entering their login credentials once - SSL Security: Security protocol that ensures secure, encrypted communication over the internet, safeguarding sensitive data from unauthorized access - Status Tracking: Track the status over time for a request, process, asset, or transaction - Supplier Management: Manage all supplier data and operations - Support Ticket Management: With this capability, you can efficiently capture, assign, and track support requests across departments. Reviewers appreciate the organized workflows, customizable forms, integrations for notifications, and clear audit trails, though some mention limitations in adapting workflows to unique processes. - Support Ticket Tracking: Track the status of support tickets/escalations as they move through the service queue - Survey/Poll Management: Create and administer polls and surveys - Surveys & Feedback: Gauge satisfaction and receive information for improvement and success - Tagging: Attach digital tags to documents and assets for identification, search, or monitoring purposes - Task Management: Create, manage and track all task activities and progression - Task Progress Tracking: Track the status and progress of tasks - Team Collaboration: Allow multiple team members to edit and work on the same document - Templates: Sample files or documents that could be customized as needed or used as is - Testing/QA Management: Checking for errors to prevent quality issues and maintain the integrity of the product/service as per set standards - Third-Party Integrations: Set up connections to third-party platforms to improve business processes - Ticket Management: It gives you a central place to organize, prioritize, and resolve support issues. Users think the customizable views, automation, and easy tracking improve efficiency and response times, though some find advanced options confusing or wish for more intuitive customization. - Troubleshooting: Take actions to troubleshoot issues for networks, devices, etc. - Usage Tracking/Analytics: Track and interpret metrics on the usage of company resources - Web Notifications: Set-up notifications and alerts for web browsers and apps. - Widgets: An extended application or connector that enables users to perform additional services with their current set of tools - Workflow Automation: Streamlining repetitive tasks and activities through automated and predefined workflows - Workflow Management: 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 (769) 4.3 Based on 769 reviews ## Pricing Value for money 4.4 (702) 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 (702) 4.4 Based on 702 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 4.5 (734) 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 4.5 (734) 4.5 Based on 734 reviews ## User reviews Overall rating 4.6 Based on 794 reviews Filter by rating 5(489) 4(264) 3(32) 2(7) 1(2) Mentioned topic Sorted by most recent Erin F. Analyst Hospital & Health Care ### "Good, but better options exist " 4.0 Overall Rating 4.0 4.0 Ease of Use 3.0 3.0 Features 4.0 4.0 Customer Service 4.0 4.0 Likelihood to Recommend 6/10 September 1, 2026 Used with complex epic workflows and ticketing. Good for a large healthcare IT organization. I was onboarded to this from EasyVista Pros Strong ticket managing system- able to handle all ticketing related items in one intuitive location. Cons Less features than ServiceNow. Limited reporting features- unable to execute highly customized reports Switched from [EV Service Manager](https://www.capterra.com/p/124331/EasyVista/) Merger required switch to new ticketing system Alternatives considered [ServiceNow](https://www.capterra.com/p/254088/ServiceNow/) Reasons for choosing Freshservice Cost, cheaper than the other alternatives 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. AN Anonymous User Senior Business Analyst Banking ### "User friendly and effective ITSM tool" 4.0 Overall Rating 4.0 4.0 Ease of Use 5.0 5.0 Features 4.0 4.0 Customer Service 5.0 5.0 Likelihood to Recommend 2/10 August 30, 2026 Overall, my experience with Freshservice has been positive. It helps organize IT service requests, improves ticket tracking, and reduces manual work through automation. The platform is reliable and user-friendly for day-to-day IT service management. Pros Freshservice is easy to use and has a clean interface. I like the ticket management, automation, and workflow features, which make it easier to track requests and manage IT support efficiently Cons Some advanced features and customizations can take time to configure. Reporting could also be more flexible for specific business requirements. 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. TB Tejaswi B. Production Support Specialist Banking ### "Fresh Service review " 4.0 Overall Rating 4.0 4.0 Ease of Use 4.0 4.0 Features 3.0 3.0 Customer Service 4.0 4.0 Likelihood to Recommend 9/10 August 21, 2026 Pros The interface is good , documentation is helpful, and implementation is much easier compared to many traditional ITSM solutions. Cons Change management, and advanced automation needs improvement for organizations with more complex IT processes. Review source Vendor Referred - Incentive Offered: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. HM Harshil M. Sr. Software Engineer Information Technology and Services ### "Solid ITIL service desk that drastically cut down our resolution times" 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 August 13, 2026 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 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. Steve S. IT Manager Health, Wellness and Fitness ### "Good Software. Astonishingly Bad Billing and Accountability." 3.0 Overall Rating 3.0 3.0 Ease of Use 3.0 3.0 Features 3.0 3.0 Customer Service 1.0 1.0 Likelihood to Recommend 3/10 August 12, 2026 The software itself was useful and generally did what we purchased it to do. Unfortunately, the vendor relationship has overshadowed the product. I paid the contracted year in full, disputed additional billing for months, repeatedly attempted to have Freshworks investigate and correct the account, and received no satisfactory resolution. Freshworks ultimately suspended access to service that had already been prepaid. The matter has now been escalated to Freshworks management and Legal, reported to our credit card issuer for review, and submitted as a complaint to the Better Business Bureau. I can separate the product from the vendor: Freshservice is a decent ITSM platform. My experience with Freshworks as a company has been unacceptable. Pros Freshservice itself is a capable ITSM platform. The ticketing system is straightforward, the self-service portal is useful, and it provides a good structure for moving IT support away from scattered emails and informal requests. Administration is generally easy and the product met most of our core service-desk requirements. Cons The product is considerably better than the company experience surrounding it. Freshworks' billing, account management and customer support have been extremely poor. We paid our first year of service in full in advance. Additional charges later appeared that I believe are incorrect, and I have disputed those charges for months. Despite repeated emails and attempts to obtain a proper reconciliation, Freshworks failed to resolve the matter. Freshworks then disabled access to the prepaid service over the disputed balance. A company selling IT service management software should understand the concepts of escalation, ownership and resolution. My experience with Freshworks demonstrated remarkably little of any of the three. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. JJ Jay J. Team Leader Information Technology and Services ### "Reliable and easy to use" 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 August 9, 2026 We’ve been using it for about a year and a half now across a mid-sized IT team. Day-to-day it’s reliable and has definitely improved how fast we handle requests. The learning curve was pretty short for most of the team, and once the main workflows were set up it mostly runs itself. Customer support has been responsive when we’ve needed them. It’s not perfect, but it does what we need without the constant headaches we had with our previous tool. Would recommend it if you’re looking for something practical rather than flashy. Pros The ticket management and automation are the real winners for me. Setting up workflows that auto-assign, escalate, and close the routine stuff has cut down a ton of busywork. Asset management is also surprisingly clean and easy to keep updated. The interface doesn’t feel bloated like some of the bigger platforms, so people actually use it instead of finding workarounds. Cons Reporting could be stronger. Pulling useful custom reports sometimes feels clunky and takes more clicks than it should. Also, a few of the more advanced automation rules get a bit finicky and need extra testing before you trust them in production. Nothing deal-breaking, just areas that still need polish. 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. FS Farheen S. Infrastructure Monitoring Engineer Computer Software ### "Good support easy to use and highly automation" 4.0 Overall Rating 4.0 4.0 Ease of Use 4.0 4.0 Features 4.0 4.0 Customer Service 5.0 5.0 Likelihood to Recommend 9/10 August 7, 2026 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 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. RP Ronak P. Development Technical Leader International Trade and Development ### "Great Ticket tool that scales well once configured properly" 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 8/10 August 6, 2026 Overall, it’s been a very reliable workhorse for managing day-to-day operations. Having managed hundreds of ticket workflows and asset lifecycles on the platform, it handles high volumes smoothly and gives management clear visibility into resolution times and team workload. Pros Having used Fresh service across a couple of different infrastructure setups over the past 4 years, its biggest strength is how quick it is to deploy compared to legacy platforms like ServiceNow. The workflow automations are flexible, the asset mapping links smoothly with incoming tickets, and the modern interface minimizes the learning curve for new techs joining the team. Cons The native reporting module can still feel rigid when you need complex, cross-modular metrics or custom BI dashboards. Beyond that, the cost ramps up fairly quick as you move into higher tiers to unlock advanced asset features or deeper enterprise integration options. 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. PL Pintu L. Front End Developer Information Technology and Services ### "Solid ticketing tool that simplified our day-to-day IT support" 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 9/10 August 6, 2026 It’s been a really good upgrade for our team overall. It brought all our tickets, equipment tracking, and user requests into one spot that’s easy to manage. Support has been responsive whenever we hit a snag, and it definitely helped speed up our average resolution times. Pros The interface is clean and doesn't take forever to train people on. Setting up ticket routing saved us a massive amount of headache, tickets actually go to the right people automatically now instead of getting stuck in a general inbox. Also really like having asset tracking connected directly to user tickets. Cons Reporting could definitely be better. Pulling specific, custom reports feels a bit clunky when you need detailed metrics. Also, tier upgrades get pricey pretty fast once you start needing the higher-end admin controls. 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. KS Kavish S. Jr. Software Engineer Information Technology and Services ### "Great Tools for Ticketing System " 4.0 Overall Rating 4.0 4.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 9/10 August 6, 2026 Overall, Fresh service has been a reliable, efficient ITSM solution for our team. It consolidated our ticketing, asset management, and user requests into one readable dashboard. The customer support team is responsive whenever we run into configuration bumps, and the platform has definitely boosted our response times and overall workflow efficiency. Pros The UI is really clean and intuitive, which made getting our staff onboarded way easier than with our previous ticketing tool. Setting up automated routing rules for incoming tickets saved our IT team hours of manual sorting every week. The self-service portal and asset tracking features are also super straightforward to configure without needing heavy developer work. Cons Customizing built-in reports can feel a bit clunky and limited when you want deep, multi-layered data analysis. Also, tier pricing jumps pretty quickly if you need advanced features, so small teams on a tight budget might find higher plans a bit steep. 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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