--- 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 License Management products and more." source_url: "https://www.capterra.com/p/132997/Freshservice/" page_type: "product" language: "en" publication_date: "2026-10-19" --- # Freshservice Software Review 2026: Features, Integrations, Pros & Cons Last updated on October 19, 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 license management from manual spreadsheets into an automated, continuous system of record. By natively unifying IT Asset Management (ITAM) with service delivery on an AI-native platform, organizations gain real-time visibility into software installations, SaaS usage, and license entitlements across hybrid environments. Detect underutilized licenses to eliminate waste, cut costs, and reallocate budget strategically. Automated discovery ensures you remain audit-ready and protected against compliance risks or regulatory penalties. Stop guessing what software your enterprise uses. Strengthen software governance, optimize your IT spend, and make data-driven purchasing decisions 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 805 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... ## Freshservice alternatives Highest Rated [4.7 (1,789)](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 [4.4 (4,094)](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 (523)](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 [4.4 (234)](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/reviews/) Starting price $16.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 90% 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, unclear ticket ownership, and manual follow-ups by centralizing incidents, service requests, approvals, assets, and status updates. Automated routing, escalations, SLA tracking, and self-service knowledge articles reduce repetitive work and missed deadlines. IT service desks, support engineers, managers, HR, finance, and facilities teams benefit from clearer workflows and accountability. Answer based on 536 reviews Overview ### Which roles and teams benefit most from Freshservice? Freshservice is most used by IT managers, system administrators, and service desk teams handling incident tickets, asset records, access requests, and internal support workflows. IT engineers and software engineers use it to coordinate technical issues and changes, while IT directors and executives track service performance, workloads, and operational priorities. Answer based on 788 reviews Overview ### What company size and industries is Freshservice built for? Freshservice is built for mid-market and enterprise organizations across IT, HR, and finance, with Information Technology and Services representing 20% of reviewers. It also serves small businesses, which account for 38% of reviewers, alongside midsize companies at 36% and enterprises at 25%, including software and education organizations. Answer based on 805 reviews Features and Usability ### What are the key features of Freshservice? Freshservice includes ticket management for creating, assigning, prioritizing, and tracking support requests; SLA management with timers and escalation rules; and a self-service portal for password resets, knowledge articles, and request updates. It also provides incident management, access controls/permissions, and real-time alerts/notifications for handling urgent issues. Answer based on 153 reviews Pricing ### How much does it cost and what fees or limitations are included? Freshservice starts at $19 per user/month for Starter; Growth costs 49 and Pro 99 per user/month. A free trial is available. Reviewers often see value in its included ITSM features, but report that advanced automation, asset management, AI, and customization may require higher tiers, raising costs as teams scale. Answer based on 171 reviews Integrations ### Which third-party tools and platforms does Freshservice integrate with? Freshservice integrates with over 70 integrations, including Freshdesk, Jira, Slack, Microsoft Teams, Okta, TeamViewer, Microsoft Azure, and GitHub. Communication and ticket workflows can connect through Slack, Microsoft Teams, Freshdesk, and Jira, while identity and remote-support use cases include Okta, Microsoft Azure, and TeamViewer. Answer based on 130 reviews Getting Started and Support ### How easy is it to onboard and train a team on Freshservice? Freshservice offers in-person training, live online sessions, webinars, documentation, and videos. Reviewers report that end users, agents, and nontechnical staff usually learn ticket handling quickly with minimal training. Administrators need more time for initial configuration, workflows, change management, and advanced features, and may benefit from thorough training to use the platform fully. Answer based on 30 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, knowledge base, phone support, 24/7 live representatives, and chat. Users generally describe support as responsive, friendly, knowledgeable, and effective at resolving issues, with clear guidance during setup. Some users report slower or inconsistent responses for complex cases, unclear resolution timelines, and occasional difficulty with configuration-specific problems. Answer based on 208 reviews Security ### How does Freshservice handle data security and access control? Freshservice uses role and group permissions, SAML single sign-on with Active Directory credentials, and workflow automation for onboarding, offboarding, and access requests. Asset discovery and management can collect device information and flag potentially harmful software. Reviewers report that permissions can lack granularity, audit reports may be unavailable, and Canadian-only data residency is not offered. Answer based on 25 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 5,135 License Management reviews Capterra data shows that buyers of Help Desk software rank the following features as their top priorities: - **Ticket Management** (**55%** of reviewers rated this feature as critical) - **Support Ticket Management** (**49%**) - **Real-Time Notifications** (**39%**) Freshservice includes all three features that reviewers consider most important: **Ticket Management**, **Support Ticket Management**, and **Real-Time Notifications**. Together, these capabilities help businesses organize incoming requests, track support issues from start to finish, and keep teams updated as changes happen, allowing teams to respond faster and deliver more consistent service. Ticket Management 4.6 (207) 86.96% of 207 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. Support Ticket Management 4.7 (115) 86.96% of 115 reviewers that rated this feature as important or highly important 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. Real-Time Notifications 4.6 (68) 92.65% of 68 reviewers that rated this feature as important or highly important Notifications that are delivered to users as soon as an event occurs Mobile Access 4.2 (20) 55.00% of 20 reviewers that rated this feature as important or highly important Access software remotely via mobile devices Service Level Agreement (SLA) Management 4.6 (121) 91.74% of 121 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. Self Service Portal 4.4 (145) 83.45% of 145 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 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. 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 Alerts or notifications of various types such as pop-up messages, sounds, banners, or badges 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 the intuitive interface, customization options, and integrated knowledge base, which help reduce ticket volume and improve 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 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. 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 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. 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 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. 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 (780) 4.3 Based on 780 reviews ## Pricing Value for money 4.4 (713) 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 - On-call Management - Portal Customization - Purchase Order Management - Service Catalog - Multiple SLAs - Cloud Management Pro $99.00 Per User,Per Month It includes: - Access Controls Pro - Alert Management - Change Management - Contract Management - Project Management - Release Management - Software License Management - Incident Management - Knowledge Base - Service Catalog - Support portal - Omnichannel - Multiple SLAs - Workflow Automator - 5000 Orchestration Transactions/Mo./Account - Analytics Pro - IP Range Restrictions - Problem Management - Team Dashboards - Service Health Monitoring - SaaS Management (add-on) Enterprise Custom Quote Available It includes: - Sandbox - Audit Logs Value for money 4.4 (713) 4.4 Based on 713 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 (745) 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 (745) 4.5 Based on 745 reviews ## User reviews Overall rating 4.5 Based on 805 reviews Filter by rating 5(493) 4(271) 3(32) 2(7) 1(2) Mentioned topic Sorted by most recent Siddaiah V. Lead Engineer Airlines/Aviation ### "Review on freshservice " 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 8/10 October 6, 2026 Pros Freshservice has the best customer support, the csm’s are very proactive to solve issues.Self service portal was very good to use. Cons Freshservice has no complex incident response tracking, change management, discovery it makes it difficult to adopt the monotonous workflows. 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. Durga K. Software engineer Information Technology and Services ### "My view on Freshservice" 4.0 Overall Rating 4.0 4.0 Ease of Use 4.0 4.0 Features 4.0 4.0 Customer Service 3.0 3.0 Likelihood to Recommend 8/10 October 4, 2026 Pros Freshservice is a great ITSM tool it’s change and incident management modules are on point. Additionally, it has clear tracking of every incident Cons I feel like Freshworks need to improve their Reporting and Analytics module in their every product and especially Freshservice. 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. Amulya P. System administrator Computer Software ### "Freshservice review by amulya" 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 October 4, 2026 Pros The main plus point of Freshservice is its Self service portal. Most of the users did not need to reach out to us with questions like “how I request a monitor” because of it. Cons Although initial plan is much more affordable,The price increases a lot when we wanted to add some more automations to our freshservice application. Switched from [ServiceNow](https://www.capterra.com/p/254088/ServiceNow/) Pricing is much better and easier to learn freshservice 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. samala V. Securities and accounting associate Accounting ### "Freshservice review given by vamshi samala" 4.0 Overall Rating 4.0 4.0 Ease of Use 4.0 4.0 Features 4.0 4.0 Customer Service 3.0 3.0 Likelihood to Recommend 7/10 September 24, 2026 Pros The interface itself is intuitive and easy to get used to, which made onboarding smoother for the team. On top of that, the knowledge base has been genuinely useful being able to check whether a similar issue has come up before means we can resolve recurring problems much faster instead of troubleshooting from scratch each time. Cons On the performance side, we've noticed the UI starts to lag when more than 10 team members are logging tickets at the same time. I've run into a similar slowdown when trying to bulk edit tickets, which can be a bit frustrating during high-volume periods. Switched from [ServiceNow](https://www.capterra.com/p/254088/ServiceNow/) Due to pricing and support i have made a switch 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. Suchith K. Technical writer Information Technology and Services ### "Fresh service review by suchith " 4.0 Overall Rating 4.0 4.0 Ease of Use 4.0 4.0 Features 4.0 4.0 Customer Service 3.0 3.0 Likelihood to Recommend 8/10 September 24, 2026 Pros Freshservice's ITIL Change Management module has been a real asset for auditing purposes. It gave us a clear, structured way to track changes, and monitoring our assets along with their full lifecycle became noticeably easier something that used to take a lot more manual effort to keep on top of. Cons One drawback is around AI capabilities. Freddy AI isn't included in the lower-tier subscriptions, and once we looked into upgrading to access it, the pricing turned out to be steeper than we'd expected making it a harder feature to justify for teams working with a tighter budget. Alternatives considered [ServiceNow](https://www.capterra.com/p/254088/ServiceNow/) [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reasons for choosing Freshservice The pricing and support seems better for Freshservice 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. Brijesh A. Tax consultant Accounting ### "Fresh service review by Brijesh " 5.0 Overall Rating 5.0 5.0 Ease of Use 4.0 4.0 Features 4.0 4.0 Customer Service 3.0 3.0 Likelihood to Recommend 9/10 September 24, 2026 Pros The mobile app has been a real convenience being able to approve requests on the go, without needing to be at a desk, keeps things moving even when I'm away from the office. The role-based access is also spot on, giving each team member exactly the level of access they need, nothing more and nothing less. Cons The reporting dashboards feel fairly basic and don't offer much depth for teams looking to dig into detailed metrics. Along with that, the documentation could use some improvement — it isn't always thorough enough to fully address the questions or edge cases we run into. 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. Eswara Rao K. Senior application software engineer Information Technology and Services ### "Freshservice review" 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 8/10 September 24, 2026 Pros Freshservice made an immediate difference in how efficiently we work. The self-service portal was the real gamechanger everyone could log in, see ticket status, and stay updated without chasing anyone down. It cut out a lot of back-and-forth and gave the whole team much better visibility of what was happening. Cons When it comes to custom reports, though, Freshservice falls a bit short. The customization options just aren't robust enough for our needs, so we've had to work around it by exporting reports to Excel and doing the deeper analysis manually on our own systems. 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. MR Mohammeed R. Technical Engineer Computer & Network Security ### "User-Friendly Ticketing and Workflows, but Pricey at Higher Tiers" 4.0 Overall Rating 4.0 4.0 Ease of Use 4.0 4.0 Features 4.0 4.0 Customer Service 4.0 4.0 Likelihood to Recommend 9/10 September 16, 2026 Pros Freshservice is very easy to use, with a clean, modern interface that our agents learned quickly and end users find simple. The workflow automator saves us a lot of time by routing and assigning tickets automatically, and SLA tracking keeps the team on top of response times. The self-service portal and knowledge base have also reduced repetitive tickets, and having asset details linked to tickets makes troubleshooting faster. Cons Reporting is fairly basic out of the box, and building detailed custom reports takes extra effort. Many useful features, like advanced automation and asset management, are only in higher-priced plans, and costs add up as the number of agents grows. Customization has some limits for complex workflows, and the mobile app isn't as capable as the web version. Email notifications can also get overwhelming without careful tuning. 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. SV Sanju V. AI Engineer Hospital & Health Care ### "Powerful and Easy-to-Use IT Service Management Platform" 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 9/10 September 11, 2026 Overall, my experience with Freshservice has been positive. It is an effective and user-friendly platform for ticketing and knowledge management. The workflows are advanced, flexible, and easy to set up. However, finding product information and resources can sometimes be challenging, and there are occasional glitches depending on the region. Overall, it is a useful tool for improving IT service management and workflow efficiency. Pros Freshservice was very effective it ticketing, knowledge management tool. The workflows are advanced and very easy to get started. Cons The product information, videos and knowledge base is very hard to find and there are some glitches in the tool for specific regions. 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. AC Alex C. Managing Partner Law Practice ### "We’re finally tracking hardware requests without having to chase down anything." 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 10/10 September 10, 2026 For a small law office like ours, this platform hits the nail on the head - we finally have a way to track IT issues without needing to hire someone full-time. The price is honestly a no-brainer when you think about how many hours I used to waste just chasing down who had the backup drive. Pros Before Freshservice, keeping track of who had which laptop or checking when someone needed IT help meant digging through endless email threads and WhatsApp messages. Now, every asset request from our associates gets logged automatically. Cons The mobile app feels like an afterthought, especially when you're trying to answer tickets from court or during client meetings. Setting up the notifications took a bit more digging than I’d hoped, but they work fine once you actually get them sorted. 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. [View all Reviews](https://www.capterra.com/p/132997/Freshservice/reviews/) ## Top-rated software of 2026 ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox. 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