# Freshservice Software 2026: Features, Integrations, Pros & Cons | Capterra > Capterra's in-depth exploration of Freshservice Software's capabilities reveals its suitability for various software needs and provides a comprehensive overview of Freshservice Software pricing, features, integrations, and potential alternatives. Source: https://www.capterra.com/p/132997/Freshservice --- # Freshservice Software Review 2026: Features, Integrations, Pros & Cons Last updated on September 4, 2025 Written byMolly Burke Molly Burke Molly Burke is a senior analyst and writer for Capterra. She covers customer experience and marketing in the retail and restaurant industries, with a focus on how emerging technology is transforming the way everyday people shop. Her insights o... [See bio & all articles](https://www.capterra.com/resources/author/mburke/) Edited byCaroline Rousseau Caroline Rousseau Content Editor After three years of building surveys, analyzing data, and writing her own research, Caroline has been a senior content editor since 2022. Her previous experience as an analyst converged into a skill set that allows her to help her peers devel... [See bio & all articles](https://www.capterra.com/resources/author/caroline-rousseau/) Content Editor Written by [Molly Burke](https://www.capterra.com/resources/author/mburke/) Molly Burke is a senior analyst and writer for Capterra. She covers customer experience and marketing in the retail and restaurant industries, with a focus on how emerging technology is transforming the way everyday people shop. Her insights on generative AI, social media, and other tech trends have been featured in The New York Times, Vogue, BBC, CNBC, Forbes, and the Financial Times, among other publications. Edited by [Caroline Rousseau](https://www.capterra.com/resources/author/caroline-rousseau/) Content Editor After three years of building surveys, analyzing data, and writing her own research, Caroline has been a senior content editor since 2022. Her previous experience as an analyst converged into a skill set that allows her to help her peers develop and produce compelling content about today’s business matters. Independent research methodology Capterra’s researchers use a mix of verified reviews, independent research and objective methodologies to bring you selection and ranking information you can trust. While we may earn a referral fee when you visit a provider through our links or speak to an advisor, this has no influence on our research or methodology. [Learn more](https://www.capterra.com/resources/proprietary-data-research/) How Capterra verifies reviews Capterra carefully verified over 2.5 million+ reviews to bring you authentic software experiences from real users. Our human moderators verify that reviewers are real people and that reviews are authentic. They use leading tech to analyze text quality and to detect plagiarism and generative AI. [Learn more](https://www.capterra.com/resources/how-we-verify-reviews/) How Capterra ensures transparency Capterra lists all providers across its website—not just those that pay us—so that users can make informed purchase decisions. Capterra is free for users. Software providers pay us for sponsored profiles to receive web traffic and sales opportunities. Sponsored profiles include a link-out icon that takes users to the provider’s website. [Learn more](https://www.capterra.com/resources/how-we-ensure-transparency/) [Key takeaways](#key-takeaways)[Our verdict](#our-verdict)[Alternatives](#alternatives)[Users](#users)[Pros and Cons](#pros-cons)[Interface](#interface)[Features](#features)[Pricing](#pricing)[Integrations](#integrations)[Support](#support)[Reviews](#reviews) Freshservice Freshservice Overview: ### Key takeaways Insights from verified Capterra reviews Freshservice helps mid-size and enterprise businesses and IT teams manage tickets, assets, and internal support workflows with automation and dashboards. It’s most used by IT and administrative teams in service-based organizations. Reviewers highlight its ticket management and SLA tracking features, while reporting limitations and alert setup complexity are common drawbacks. Recent updates like Freddy AI and ticket translation improve speed and multilingual support. ### Our verdict Freshservice suits teams that need structured ticket workflows and automation without heavy setup. Its dashboard and SLA tools support daily operations well, but reporting complexity and alert rule limitations may require extra configuration. The platform’s evolving AI and multilingual features show a clear investment in speed and global usability, though buyers should weigh annual billing and tiered access before committing. Overall rating Based on 689 user reviews Reviews sentiment Positive 94% Neutral 4% Negative 1% Pros & cons Enhanced teamwork and visibility Comprehensive workflow automation tools Limited reporting customization options Persistent bugs and inflexible fields Starting price $19 Per User, Per Month Free trial available Capterra Shortlist charts the highest-rated and most popular products... Our "Best of" badge program showcases products with the highest ratings... Our "Best of" badge program showcases products with the highest ratings... ## Freshservice alternatives Freshservice may not suit teams seeking deeper reporting customization, broader asset management capabilities, or tighter integration with enterprise tools. Explore other IT management solutions that better align with your interface preferences, feature priorities, or budget constraints. Highest Rated [4.5 (3,412)](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 (4,076)](https://www.capterra.com/p/164283/Zendesk/reviews/) Starting price $39.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 89% of reviewers rated it above 4 stars [4.5 (764)](https://www.capterra.com/p/227102/JIRA-Service-Management/reviews/) Starting price $20.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 92% of reviewers rated it above 4 stars [4.5 (2,212)](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/) ## Who uses Freshservice? Based on Capterra reviews from the past 2 years Talk to a software expert to get a free software list tailored to your business needs ## Pros and Cons Enhanced teamwork and visibility 96% positive reviews out of 78 Most reviewers indicate team collaboration tools improve organization, accountability, and communication, supporting efficient service delivery. Shubham S Sr. Network Engineer, 201 - 500 employees. "From a network support side, it helps in maintaining proper records and makes coordination easier when multiple teams are involved. Once everything is set, it runs smoothly." Limited reporting customization options 48% negative reviews out of 69 Some reviewers feel reporting lacks depth, flexibility, and advanced customization, making it difficult to extract detailed or tailored insights. Javier F Partners Responsible, 11 - 50 employees. "Reporting features could be more robust, and it lacks some advanced customization options." Comprehensive workflow automation tools 96% positive reviews out of 49 Most reviewers appreciate automation features that streamline repetitive tasks, reduce manual work, and boost operational efficiency. Mohammed R Operation Executive, 51 - 200 employees. "Powerful workflow automation that reduces manual work" Persistent bugs and inflexible fields 65% negative reviews out of 69 Some reviewers describe frequent bugs, limited customization for forms, and unpredictable interface behavior as ongoing frustrations. Effortless initial configuration process 97% positive reviews out of 33 Most reviewers describe setup as straightforward, requiring minimal technical expertise and enabling rapid deployment for teams. ## Freshservice's interface Freshservice’s interface is structured around a customizable dashboard that supports daily IT workflows and makes it easy to view support tickets. Users highlight its intuitive layout and navigation, though some mention friction with outdated metadata and alert rule setup that can slow response time. 2+ Molly Burke Reviewers say the visual clarity and layout help teams manage tickets efficiently, but alert configurations and reporting logic often require extra setup time. Expect a smooth start for basic tasks, with some trial-and-error when tailoring deeper workflows. Ease of Use 4.6 (676) 4.6 Based on 676 reviews ## Key features View by: These features have been rated as most important by users based on their reviews. View by: Get Advice We can help you find the software with the features you need. Molly Burke Freshservice’s top-rated features work together to streamline ticket handling, automate routine tasks, and centralize support operations. Teams benefit from faster routing, clearer prioritization, and better visibility into service performance across channels. Features 4.3 (664) 4.3 Based on 664 reviews The Freshservice features below were rated the highest by reviewers. Our commentary is based on reviewer sentiment and collective feedback from reviews published in the past two years. Ticket management 4.3 (136) 136 reviewers rated this feature Enables teams to prioritize, assign, and track incidents using customizable views, statuses, and workflows. It helps reduce duplication and streamline support, and gets value from automation and integrations. Service Level Agreement (SLA) management 4.1 (28) 28 reviewers rated this feature Helps teams capture, assign, and track tickets efficiently using customizable forms and workflows. Reviewers note its support for internal and external customers, multilingual capabilities, and integration with messaging tools. Support ticket management 4.0 (57) 57 reviewers rated this feature Facilitates accurate routing and resolution of support tickets through integration with knowledge bases and messaging platforms. This helps manage workload and ensure tickets reach the right teams. Self service portal 4.0 (37) 37 reviewers rated this feature Offers a centralized space for users to submit and track requests. It integrates with internal systems, though customization options can be deemed limited. Help desk management 4.0 (37) 37 reviewers rated this feature Supports omnichannel ticket intake and SLA monitoring, with integration into Active Directory. Users highlight the dashboard and gamification features for team motivation and visibility into performance. Problem management 0 reviewers rated this feature Helps teams identify recurring issues and link related incidents to root causes. This enables faster resolution and reduces repeat tickets by centralizing known problems and tracking long-term fixes across the service desk. Change management 0 reviewers rated this feature Supports structured planning and approval workflows for system changes. Teams can assess risk, schedule updates, and coordinate across departments to minimize disruption and maintain service continuity. Release management 0 reviewers rated this feature Facilitates the rollout of new services or updates by organizing tasks, approvals, and timelines. It helps ensure that releases are deployed smoothly and meet compliance standards without affecting existing operations. Workload management 0 reviewers rated this feature Provides visibility into agent capacity and ticket distribution. Managers can balance assignments, avoid bottlenecks, and optimize team performance by tracking workload trends and reallocating tasks in real time. Journeys 0 reviewers rated this feature Enables teams to design and automate multi-step workflows across the service lifecycle. This supports onboarding, offboarding, and other recurring processes with conditional logic and task sequencing. (Released March 2025) Freddy AI agent 0 reviewers rated this feature Offers 24/7 conversational support for employees, helping them resolve issues, submit requests, and access knowledge articles without human intervention. (Released April 2025) Custom property-based reporting 0 reviewers rated this feature Allows users to build reports using custom ticket properties, enabling deeper insights into service desk performance and more granular tracking across departments. (Released February 2025) Incoming ticket translation 0 reviewers rated this feature Automatically translates incoming tickets into the agent’s preferred language, improving response speed and reducing miscommunication in multilingual environments. (Released January 2025) All key features (192) Define levels of authorization for access to specific files or systems 70.89% of 79 reviewers that rated this feature as important or highly important Integrates with Active Directory 0% of 0 reviewers... Dashboard to view the status of ongoing processes, identify current incidents and track past activities 0% of 0 reviewers... Track and document all activities across devices, networks, and other systems 55.56% of 9 reviewers that rated this feature as important or highly important A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users 83.33% of 6 reviewers that rated this feature as important or highly important Uses AI to condense large amounts of text, audio, or video data into a coherent form 50.00% of 2 reviewers that rated this feature as important or highly important System alerts about the need to escalate an issue or request 68.29% of 41 reviewers that rated this feature as important or highly important You stay informed about ticket updates and urgent issues with customizable alerts. Reviewers indicate notifications help improve response times and can integrate with tools like Teams. Some users report excessive or unclear alerts and would like better templates and more precise SLA tracking. 60.81% of 74 reviewers that rated this feature as important or highly important Tools for the systematic analysis of various types of data or statistics 100.00% of 5 reviewers that rated this feature as important or highly important Application programming interface that allows for integration with other systems/databases 66.67% of 21 reviewers that rated this feature as important or highly important Manage the process of evaluating documents or requests submitted for approval 0% of 0 reviewers... Route documents and other data through one or more stakeholders for review and approval 0% of 0 reviewers... Manage assets throughout their lifecycle to optimize profit 0% of 0 reviewers... Monitor the usage of assets, such as equipment, tools, software, etc., throughout their lifecycle 66.67% of 21 reviewers that rated this feature as important or highly important Assign issues and tasks based on availability or required skills 0.00% of 1 reviewers that rated this feature as important or highly important Plan, schedule, and execute organization's accounts and assets to ensure compliance with policies and laws 0% of 0 reviewers... A record of all activities within the system, including user access, changes made, etc. 57.14% of 7 reviewers that rated this feature as important or highly important Automatically identify systems to be monitored 0% of 0 reviewers... Automatic reply functionality for incoming messages 85.71% of 7 reviewers that rated this feature as important or highly important Tickets are automatically assigned to specific agents based on predefined rules 72.73% of 11 reviewers that rated this feature as important or highly important Scan barcodes to ensure accurate pricing and label tracking 0% of 0 reviewers... Create, manage, and send invoices or bills to customers 100.00% of 2 reviewers that rated this feature as important or highly important Track actual spending to ensure it's in line with the planned budget 0% of 0 reviewers... Writing code or scripts to automate repetitive tasks, streamline processes, and increase efficiency within an IT environment 0% of 0 reviewers... Predicts the consequences of disruption to a business function. 0% of 0 reviewers... An agreement between a business and an external supplier for the delivery of a set of products or services 0% of 0 reviewers... Track and manage schedules and meetings via an integrated calendar 0% of 0 reviewers... Shortcuts for inputting frequently used messages 0% of 0 reviewers... Work on a set of tasks related to a particular charge, patient, legal issue or any other complex entity or process 0% of 0 reviewers... Create and manage digital catalog of products/services with their details, specifications, and price 66.67% of 3 reviewers that rated this feature as important or highly important Supports structured planning and approval workflows for system changes. Teams can assess risk, schedule updates, and coordinate across departments to minimize disruption and maintain service continuity. 0 reviewers rated this feature Planning training and tasks to facilitate the transition to new technology, process, or workflow. 0% of 0 reviewers... Track changes in laws and regulations and compare previous legislation to current legislation 0% of 0 reviewers... Communicate using direct chat or messages within the system 0% of 0 reviewers... AI-based platform which conducts a conversation via auditory or textual methods 100.00% of 1 reviewers that rated this feature as important or highly important Private online space that lets businesses securely share documents and provide information access to clients 0% of 0 reviewers... Configuration Management Database 0% of 0 reviewers... Provides a channel for team members to share media files, communicate, and work together 62.50% of 8 reviewers that rated this feature as important or highly important Leave comments and notes on documents for others to view 0% of 0 reviewers... Track the current status and completion of activities, tasks, goals or deliverables via progress indicators 100.00% of 1 reviewers that rated this feature as important or highly important Track and manage adherence to policies for any service, product, process, or supplier 50.00% of 10 reviewers that rated this feature as important or highly important Track and report regulatory data to either internal management or external stakeholders 0% of 0 reviewers... Configure existing workflows to meet your organization's needs 100.00% of 2 reviewers that rated this feature as important or highly important Identify component attributes like servers, hardware, software, and manage relationships across all services 20.00% of 5 reviewers that rated this feature as important or highly important Handles digital content throughout its lifecycle, from creation and storage to distribution and archiving 33.33% of 18 reviewers that rated this feature as important or highly important Create, edit, and revise contracts/written agreements 71.43% of 7 reviewers that rated this feature as important or highly important Track, store, and access client contracts or licenses 0.00% of 2 reviewers that rated this feature as important or highly important Investigate and take action at root cause or error in processes to prevent recurring issues 0% of 0 reviewers... Process to track, record, and analyze expenses that occurred over the entire duration of a given project 0% of 0 reviewers... Built-in customer relationship management (CRM) capabilities or integration with a third-party CRM system 0.00% of 1 reviewers that rated this feature as important or highly important Allows users to build reports using custom ticket properties, enabling deeper insights into service desk performance and more granular tracking across departments. (Released February 2025) 0 reviewers rated this feature Track customer complaints from initiation through resolution 0% of 0 reviewers... Add customized logos and colors to align with company branding 66.67% of 9 reviewers that rated this feature as important or highly important Customize data fields to support various needs and use cases 75.86% of 29 reviewers that rated this feature as important or highly important Customize contracts and forms to collect specific information 0% of 0 reviewers... Alter the layout and content of reports 0% of 0 reviewers... Pre-designed layouts that can be customized to match preferences and requirements 72.73% of 11 reviewers that rated this feature as important or highly important Assembly of graphs and charts for visualizing and tracking statistics/metrics 0.00% of 4 reviewers that rated this feature as important or highly important Import and export data to and from software applications 50.00% of 2 reviewers that rated this feature as important or highly important Graphical representation of data 0% of 0 reviewers... Automatically scan the network for devices and take pre-defined actions upon discovery 0% of 0 reviewers... Plan and implement business continuity measures in case of unforeseen events 33.33% of 3 reviewers that rated this feature as important or highly important Automated or logic-based workflows that assist in the creation of electronic documents 0% of 0 reviewers... Store, manage, and track all electronic documents in a centralized location 70.59% of 17 reviewers that rated this feature as important or highly important Store and organize documents in a centralized system 41.18% of 17 reviewers that rated this feature as important or highly important Manage product specific documents in a categorized order 0% of 0 reviewers... Assemble applications and processes by dragging over and arranging pre-built components 100.00% of 1 reviewers that rated this feature as important or highly important Editing tool that allows users to drag and drop images, icons, widgets, or other components 0% of 0 reviewers... Digitally sign online documents 25.00% of 8 reviewers that rated this feature as important or highly important Receive and/or send email notifications for urgent updates, requests, or other information 0% of 0 reviewers... Manage, store and organize emails within the system or via third-party apps 45.95% of 37 reviewers that rated this feature as important or highly important Pre-made examples and templates for emails 0% of 0 reviewers... Process of familiarizing new employees with the company, their position, and responsibilities 0% of 0 reviewers... A chronological record of actions or occurrences within a network, software, or process 0% of 0 reviewers... Collecting, analyzing, and utilizing feedback from users or customers to improve a product or service 0% of 0 reviewers... Public or private sharing of digital files such as documents, audio/video, images, and more 0% of 0 reviewers... Supports project management for IT professionals & teams 0% of 0 reviewers... Form predictions based on past and present data/trends 0% of 0 reviewers... Store, manage and track all forms in a centralized location 0% of 0 reviewers... Offers 24/7 conversational support for employees, helping them resolve issues, submit requests, and access knowledge articles without human intervention. (Released April 2025) 0 reviewers rated this feature Search for specific words or phrases within a document or database 75.00% of 4 reviewers that rated this feature as important or highly important Supports omnichannel ticket intake and SLA monitoring, with integration into Active Directory. Users highlight the dashboard and gamification features for team motivation and visibility into performance. 37 reviewers rated this feature Automates core HR functions such as talent management, employee evaluation and learning management 0% of 0 reviewers... Manage and track all disruptions and incidents 89.55% of 67 reviewers that rated this feature as important or highly important Report and update incidents related to health or workplace injuries that occur on a job or en route to a job site 61.90% of 21 reviewers that rated this feature as important or highly important Checklist to confirm the incident and response. 0% of 0 reviewers... Automatically translates incoming tickets into the agent’s preferred language, improving response speed and reducing miscommunication in multilingual environments. (Released January 2025) 0 reviewers rated this feature Cross-checking financial records with physical inventory counts and records 0% of 0 reviewers... Track and manage inventory levels to maintain proper supply 60.00% of 35 reviewers that rated this feature as important or highly important Maintain and control the stock level of inventory 0.00% of 1 reviewers that rated this feature as important or highly important Track and monitor inventory items, such as raw materials, unfinished goods, and ready-to-sell items 0% of 0 reviewers... Oversee people and resources to carry out an investigation 0.00% of 1 reviewers that rated this feature as important or highly important Inspecting the issue resolution process for compliance with related systems and regulatory guidelines 0.00% of 1 reviewers that rated this feature as important or highly important Identify and respond to unexpected problems or failures (ie. "negative events") 100.00% of 1 reviewers that rated this feature as important or highly important Schedule and assign issue completion dates and/or times 0% of 0 reviewers... Record and follow the progress of every issue 0% of 0 reviewers... Managing inventories and tracking changes to hardware and software configurations 68.18% of 22 reviewers that rated this feature as important or highly important Monitor the movement of one or more IT assets throughout the organization 100.00% of 1 reviewers that rated this feature as important or highly important Manage incidents related to outages or breaches in functionality of IT systems 0% of 0 reviewers... Tracking KPIs over a certain period to assess helpdesk issues, ticket status & resolution, costs and revenue stats, assets usage & more 50.00% of 2 reviewers that rated this feature as important or highly important Enables teams to design and automate multi-step workflows across the service lifecycle. This supports onboarding, offboarding, and other recurring processes with conditional logic and task sequencing. (Released March 2025) 0 reviewers rated this feature Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support 78.33% of 60 reviewers that rated this feature as important or highly important A repository of previously used/received RFP questions with responses 0% of 0 reviewers... Gather, organize, share, and analyze knowledge in terms of resources, documents, and people skills 50.00% of 6 reviewers that rated this feature as important or highly important Manage license files and packages purchased in a centralized repository 0% of 0 reviewers... Track and organize the number of licenses available to the organization 0.00% of 2 reviewers that rated this feature as important or highly important Maintains a history of customer licenses 0% of 0 reviewers... Ability to chat online in real time 0.00% of 1 reviewers that rated this feature as important or highly important Manage, maintain and track the performance of assets and equipment 0% of 0 reviewers... Schedule predetermined or ad hoc maintenance services and labor requests 50.00% of 2 reviewers that rated this feature as important or highly important Access software remotely via mobile devices 55.00% of 20 reviewers that rated this feature as important or highly important Notifications via mobile devices 0% of 0 reviewers... Access the system via a mobile application 0% of 0 reviewers... Observe and track the demand, usage, progress or quality of a system, product, or user 0% of 0 reviewers... Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. 30.00% of 10 reviewers that rated this feature as important or highly important Manage inventory, communication, marketing, orders & more across warehouses, stores and online channels 0% of 0 reviewers... Manage and support multiple languages 0% of 0 reviewers... Manage and support multiple locations 0% of 0 reviewers... Allow multiple users with individual logins and varying permissions to use the same account, software, portal, or service 0% of 0 reviewers... Track and organize on-call shifts 0% of 0 reviewers... Process of familiarizing new clients, stakeholders or employees with the company, a new location, or a service 0% of 0 reviewers... Manage and track customer orders for goods, investments, or any other purchases 0% of 0 reviewers... Generate and store passwords in an encrypted database and assist in retrieving lost or forgotten passwords 0% of 0 reviewers... Install software updates and bug fixes remotely 30.00% of 20 reviewers that rated this feature as important or highly important Level of completion within a task 0% of 0 reviewers... A set of indicators that tracks the performance of networks, applications, systems, teams, etc. 0% of 0 reviewers... Monitoring and measurement of relevant metrics to assess the performance of IT resources 0% of 0 reviewers... Create, manage, and track policies and procedures within an organization 0% of 0 reviewers... Pre-defined templates within a library for common cases such as contracts, websites, emails, and more 0% of 0 reviewers... Arrange tasks based on the level of priority or urgency 68.75% of 32 reviewers that rated this feature as important or highly important Helps teams identify recurring issues and link related incidents to root causes. This enables faster resolution and reduces repeat tickets by centralizing known problems and tracking long-term fixes across the service desk. 0 reviewers rated this feature Streamlining repetitive tasks and activities through automated and predefined workflows 0% of 0 reviewers... Organize and manage all processes/procedures involved in purchasing goods and/or services 0% of 0 reviewers... Ability to link barcodes or serial numbers with specific items for identification 60.00% of 5 reviewers that rated this feature as important or highly important Plan and coordinate all the resources, costs and time needed to execute assignments 0% of 0 reviewers... Monitor the progress of projects from start to finish 0% of 0 reviewers... Create, send, and track purchase orders and their statuses 0% of 0 reviewers... Engage in direct, instant messaging with customers, users, etc. 44.44% of 9 reviewers that rated this feature as important or highly important Receive data and information in real time 0% of 0 reviewers... Active monitoring of systems, applications, or networks 80.77% of 26 reviewers that rated this feature as important or highly important Notifications that are delivered to users as soon as an event occurs 81.82% of 22 reviewers that rated this feature as important or highly important Receive system updates as soon as any changes are made 0% of 0 reviewers... Set an issue to repeat 0% of 0 reviewers... Creating relationships between different IT assets to define their status and dependencies in a network 0% of 0 reviewers... Facilitates the rollout of new services or updates by organizing tasks, approvals, and timelines. It helps ensure that releases are deployed smoothly and meet compliance standards without affecting existing operations. 0 reviewers rated this feature Access work applications remotely, for when working away from the office and/or traveling 0.00% of 1 reviewers that rated this feature as important or highly important Remotely monitor and manage client networks, endpoints, systems, and devices via locally installed applications 50.00% of 2 reviewers that rated this feature as important or highly important Deploy updates or install new software remotely 0% of 0 reviewers... Manage and track the renewal process for various services, subscriptions, contracts, or licenses 50.00% of 2 reviewers that rated this feature as important or highly important Collection, analysis, and representation of numerical data and generation of reports to understand various patterns 84.62% of 13 reviewers that rated this feature as important or highly important View and track pertinent metrics to find patterns and gain insights from data 65.31% of 49 reviewers that rated this feature as important or highly important Enables creation, management, and tracking of product requirements & features during product production/development 0% of 0 reviewers... Review, approve and cancel requests for goods/services to be purchased 0% of 0 reviewers... Process of planning, scheduling and executing the optimal and effective use of human capital across projects 0% of 0 reviewers... Analyze potential risks across the organization 0% of 0 reviewers... Initiate collection and analysis of known risks 100.00% of 1 reviewers that rated this feature as important or highly important Set & manage permission levels based on user roles and restrict access to only authorized individuals 0% of 0 reviewers... Plan daily routes to optimize employee scheduling and provide directions 0% of 0 reviewers... Automates and streamlines business processes by creating a sequence of predefined rules and actions that govern the flow of work 100.00% of 1 reviewers that rated this feature as important or highly important Set a time to generate routine reports automatically 0% of 0 reviewers... Plan availability and assign specific time slots for tasks and resources 0% of 0 reviewers... Search and/or filter for items using names, keywords, descriptions, tags, metadata, etc. 100.00% of 1 reviewers that rated this feature as important or highly important Search and filter data across systems to locate required information by entering keywords or certain criteria 0.00% of 2 reviewers that rated this feature as important or highly important Securely stores data to prevent data loss or breaches 0% of 0 reviewers... Includes firewalls, intrusion detection, and network-based antivirus programs to provide security against online threats 0% of 0 reviewers... Offers a centralized space for users to submit and track requests. It integrates with internal systems, though customization options can be deemed limited. 37 reviewers rated this feature An agreement between a buyer and a seller for the sale and delivery of goods or services 0% of 0 reviewers... Database containing accurate and up-to-date information on all operational services 50.00% of 2 reviewers that rated this feature as important or highly important Helps teams capture, assign, and track tickets efficiently using customizable forms and workflows. Reviewers note its support for internal and external customers, multilingual capabilities, and integration with messaging tools. 28 reviewers rated this feature Assign, track and manage customers' service requests such as service enquiry, feedback/complaints and more 0% of 0 reviewers... Allow users to access multiple services after entering their login credentials once 83.33% of 6 reviewers that rated this feature as important or highly important Security protocol that ensures secure, encrypted communication over the internet, safeguarding sensitive data from unauthorized access 0% of 0 reviewers... Track the status over time for a request, process, asset, or transaction 80.00% of 10 reviewers that rated this feature as important or highly important Manage all supplier data and operations 50.00% of 2 reviewers that rated this feature as important or highly important Facilitates accurate routing and resolution of support tickets through integration with knowledge bases and messaging platforms. This helps manage workload and ensure tickets reach the right teams. 57 reviewers rated this feature Track the status of support tickets/escalations as they move through the service queue 97.22% of 36 reviewers that rated this feature as important or highly important Create and administer polls and surveys 0.00% of 2 reviewers that rated this feature as important or highly important Gauge satisfaction and receive information for improvement and success 66.67% of 3 reviewers that rated this feature as important or highly important Attach digital tags to documents and assets for identification, search, or monitoring purposes 0% of 0 reviewers... Create, manage and track all task activities and progression 72.73% of 66 reviewers that rated this feature as important or highly important Track the status and progress of tasks 0% of 0 reviewers... Allow multiple team members to edit and work on the same document 0% of 0 reviewers... Sample files or documents that could be customized as needed or used as is 100.00% of 2 reviewers that rated this feature as important or highly important Checking for errors to prevent quality issues and maintain the integrity of the product/service as per set standards 0% of 0 reviewers... Set up connections to third-party platforms to improve business processes 66.67% of 3 reviewers that rated this feature as important or highly important Enables teams to prioritize, assign, and track incidents using customizable views, statuses, and workflows. It helps reduce duplication and streamline support, and gets value from automation and integrations. 136 reviewers rated this feature Take actions to troubleshoot issues for networks, devices, etc. 0% of 0 reviewers... Track and interpret metrics on the usage of company resources 0% of 0 reviewers... Set-up notifications and alerts for web browsers and apps. 0% of 0 reviewers... An extended application or connector that enables users to perform additional services with their current set of tools 80.00% of 5 reviewers that rated this feature as important or highly important Create, design and manage workflows for repetitive tasks 75.00% of 16 reviewers that rated this feature as important or highly important Provides visibility into agent capacity and ticket distribution. Managers can balance assignments, avoid bottlenecks, and optimize team performance by tracking workload trends and reallocating tasks in real time. 0 reviewers rated this feature Get Advice We can help you find the software with the features you need. Molly Burke Freshservice’s top-rated features work together to streamline ticket handling, automate routine tasks, and centralize support operations. Teams benefit from faster routing, clearer prioritization, and better visibility into service performance across channels. Features 4.3 (664) 4.3 Based on 664 reviews ## Pricing Value for money 4.4 (600) Freshservice starts at $19 per agent per month when billed annually. This entry-level plan includes core IT service desk features and scales across four tiers, with the Pro plan reaching $99 per agent per month. Pricing is billed annually, and no seat minimums are listed. 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) Value for money 4.4 (600) 4.4 Based on 600 reviews ## Integrations Freshservice connects with a mix of native and third-party tools across IT, HR, and customer service functions. These integrations support ticket syncing, employee onboarding, and cross-platform collaboration, helping SMBs reduce manual updates. Popular integrations [ Slack](https://www.capterra.com/p/135003/Slack/)[ Dropbox Business](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/) Molly Burke Senior Content Analyst Linking Freshservice with systems for HR, CRM, and development helps your operations lead automate onboarding, sync customer data, and reduce ticket duplication, saving time across support and admin workflows. 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 (631) 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 (631) 4.6 Based on 631 reviews ## User reviews Overall rating 4.5 Based on 689 reviews Filter by rating 5(413) 4(237) 3(30) 2(7) 1(2) Mentioned topic Sorted by most recent Jeremy V. Field Supervisor of Inspections Construction ### "Pros and cons of Fresh Service " 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 April 20, 2026 Almost every time we use this application it works flawlessly. It helps bridge the gap between IT and or office/field staff. Pros Love how this app helps bridge the gap between all office users and IT staff. We can have an application that can streamline the communication between the two. Cons IT sometimes does not see the request that has been initiated in the program it self. Not sure if this is a server issues. 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. TK Tejan K. Sr IT Infra Executive Information Technology and Services ### "Excellent tool to use helpdesk and ticketing tool purpose " 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 9/10 April 17, 2026 Overall experience is very good but services is more complicated to non technical person we suggest to freshserve team please check the portal for user friendly for non technical person if you are tech person this product is good for you. Pros We Used in our company freshservice the product is team collaboration and we manage easly ticket management and we costimiz the roles and flow it will very help and good services we giving customer support to clients and clients are also happy to use ticket system Cons as per the comparative the product services are more expensive to others and more ticketing portal is now complicated to use but it is usefull for client. 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. AV Anirudh V. Marketing and Strategy Specialist Education Management ### "Marketing Specialist" 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 April 14, 2026 Pros Freshservice stands out for its very intuitive UI and well-thought-out UX, making it easy to navigate even for new users. The platform keeps complexity low while still offering powerful features, which helps teams adopt it quickly. Overall, it simplifies service management without overwhelming users, improving efficiency and usability. Cons Advanced customization options can feel limited for more complex or highly specific workflow 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. RC Ruben C. Systems Engineer Marketing and Advertising ### "FreshSerice" 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 7/10 April 14, 2026 I was an admin for Freshservice, it's ITIL foundation makes it straight forward to use if you're familiar with ITIL. With that said reporting is not too good out of the box, and creating custom reports can be a challenge. Pros ITIL foundation, onboarding workflows, and asset management were a breeze to use and not much effort required. Cons Reporting is complicated and the out of the box reports aren't very good. Other than the reporting the tool is pretty good. Switched from [ServiceNow](https://www.capterra.com/p/254088/ServiceNow/) due to budget reasons and service now complexity Alternatives considered [SolarWinds Service Desk](https://www.capterra.com/p/129478/Solarwinds-Service-Desk/) [Remedyforce](https://www.capterra.com/p/110648/BMC-Remedyforce-Service-Desk/) Reasons for choosing Freshservice pricing and product offers met our 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. AM Akash M. IT Manager Furniture ### "Best for IT ticketing " 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 April 10, 2026 Overall me and my team has very good feedback . With fresh service we are handling tickets very efficiently. Pros Easy in use also amezing features alo whenever we require help support is allways available.easyly track tickets and reports Cons I am looking for the More AI features also cost also little higher. Also sometime it goes slow to get report emails. 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 Shubham S. Sr. Network Engineer Information Technology and Services ### "Good support tool for handling day-to-day IT and network issues" 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 April 4, 2026 In day-to-day work, it has been helpful in managing requests and keeping track of ongoing issues. It gives better visibility compared to manual tracking or emails. From a network support side, it helps in maintaining proper records and makes coordination easier when multiple teams are involved. Once everything is set, it runs smoothly. Pros What I like is how it keeps everything in one place when handling issues. For network-related tickets, having proper details and history helps a lot during troubleshooting. It’s easy to check updates, assign tasks, and follow up without confusion. The system also helps reduce back-and-forth communication between teams. Cons Sometimes it takes time to adjust things based on how we actually work, especially when customizing workflows. Also, while handling multiple tickets together, it can feel a bit slow. Reporting is there, but getting exactly what we need requires some effort. Review source 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. TZ Tarik Z. IT Health, Wellness and Fitness ### "Efficient ITSM Platform with Strong Automation and Reporting Capabilities" 4.0 Overall Rating 4.0 4.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 4.0 4.0 Likelihood to Recommend 7/10 April 1, 2026 Overall, Freshservice has been a reliable and efficient IT service management platform. It has helped streamline incident management, improve SLA compliance, and enhance team productivity. While there are some areas for improvement, it remains a strong choice for organizations looking to mature their ITSM processes. Pros The automation capabilities and workflow customization are the standout features. Combined with strong reporting and asset management, it provides a comprehensive ITSM solution. Cons Pricing can be a barrier for smaller teams, and some advanced configurations (especially API-related or complex workflows) require deeper technical knowledge. Reporting could also be more flexible. 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. KP Kartik P. IT Manager Information Services ### "Structured IT service management tool for better team control and visibility" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 4.0 4.0 Customer Service 4.0 4.0 Likelihood to Recommend 10/10 March 31, 2026 Overall, the experience has been stable and reliable. It has improved how we manage support requests and allocate work within the team. From a managerial perspective, it gives better control over operations, helps track SLAs, and supports smoother day-to-day functioning. Once properly configured, it integrates well into the workflow and reduces operational gaps. Pros From a management point of view, Freshservice brings good structure to support operations. It helps in organizing tickets, tracking team workload, and maintaining visibility across ongoing issues. SLA and automation features reduce manual follow-ups and help the team stay consistent. It also makes it easier to monitor performance and ensure requests are handled on time. Cons Initial setup and aligning workflows with internal processes can take some effort. Reporting is useful but could be more flexible for deeper analysis. Also, pricing can become a consideration when the team size increases. 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. TR Tushar R. Support Team Lead Information Services ### "Well-structured platform for managing IT support teams efficiently" 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 March 30, 2026 Overall, the experience has been steady and reliable. It has improved how we manage incoming requests and distribute work across the team. From a management point of view, it gives better control over SLAs and performance tracking. Once the system is properly configured, it supports daily operations without much friction and helps maintain consistency in support delivery. Pros From a team lead perspective, Freshservice helps keep support operations organized and predictable. The ticket flow is clear, and it’s easy to track who is handling what. Features like SLA tracking and automation reduce follow-ups and help the team stay aligned. It also gives good visibility into workloads, which makes it easier to manage the team during peak hours. Cons Initial setup and fine-tuning workflows can take some time, especially when aligning with existing processes. Reporting is useful, but more flexibility in customization would help for deeper analysis. Also, cost can be a factor when scaling the team. Alternatives considered [ServiceNow](https://www.capterra.com/p/254088/ServiceNow/) Reasons for choosing Freshservice We evaluated ServiceNow, but Freshservice felt easier to adopt for our team. The interface is simpler, and setup required less effort compared to other tools. It fit better with our current workflow and was quicker to implement. Review source 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. RS Rajesh S. Team leader IT support Computer & Network Security ### "Very effective tools for IT " 5.0 Overall Rating 5.0 5.0 Ease of Use 4.0 4.0 Features 4.0 4.0 Customer Service 5.0 5.0 Likelihood to Recommend 8/10 March 30, 2026 Overall Experience are very good and user friendly 100% in my organization and everyone are happy to use. Pros Easy to use (make any changes are very useful) and instant support from the team also report are very usefull Cons I think most of thigs are good only challenges are that costing is too high and no AI support in basic plan Switched from [greytHR](https://www.capterra.com/p/150850/greytHR/) No reports, No support not affective also not user friendly 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. [View all Reviews](https://www.capterra.com/p/132997/Freshservice/reviews/) ## FAQs Freshservice is an IT service management (ITSM) platform that helps organizations manage incidents, assets, changes, and service requests. It’s also used by HR, finance, and legal teams to streamline internal support and automate workflows. Freshservice starts at $19 per agent, per month when billed annually. Higher-tier plans offer advanced features like problem management, release tracking, and analytics. Pricing is based on full-time agents, with optional day passes for occasional users. Yes. Freshservice supports native and third-party integrations across IT, HR, and customer service tools. These include connectors for messaging platforms, monitoring tools, and identity providers, helping unify workflows and reduce manual updates. Yes. Freshservice is used by HR, finance, legal, and operations teams to manage internal requests, automate onboarding, and deliver consistent service experiences. It supports enterprise service management (ESM) with secure, segmented workspaces. A managed asset refers to any item tracked in Freshservice, such as hardware, software, or cloud resources. Assets added manually or discovered via integrations are chargeable, except those imported through the Advanced Discovery feature. Full-time agents handle tickets regularly and are included in the subscription. Occasional agents use day passes, which are billed per day and allow temporary access to Freshservice for handling support tasks as needed. Yes. Freshservice offers no-code automation tools that let teams create workflows for ticket routing, approvals, and notifications. These automations help reduce manual effort and improve response times across departments. Yes. Freshservice includes Freddy AI, a virtual agent that helps employees resolve issues, submit requests, and access knowledge articles. It’s available as an add-on for enterprise plans and supports multilingual interactions. ### Have more questions? Connect with one of our advisors for a free consultation and save time in your software search. ## Sources - **Capterra reviews data:** Capterra reviews are collected from verified users for individual software products. [Learn more about how we source our data](https://www.capterra.com/resources/proprietary-data-research/). - **Capterra Shortlist:** Capterra Shortlist identifies the top products in our software categories based on a proprietary blend of user ratings and popularity. [Read the complete methodology here](https://www.capterra.com/resources/proprietary-data-research/#capterra-shortlist-methodology). - This product information came from Freshservice’s own online content in August 2025, including the product's website and its social media channels. ## Related reading ### [4 Key IT Management Software Features and Top Products That Offer Them](https://www.capterra.com/resources/it-management-software-features/) Published March 26, 2024 by [Ashish Upadhyay](https://www.capterra.com/resources/author/aupadhyay/) ### [As Support Demand Rises, Technology is Boosting Customer Satisfaction for 63% of U.S. Businesses](https://www.capterra.com/resources/how-technology-helps-to-improve-customer-satisfaction/) Published July 30, 2024 by [Laura Burgess](https://www.capterra.com/resources/author/laura-burgess/) and [Caroline Rousseau](https://www.capterra.com/resources/author/caroline-rousseau/) ### [How To Calculate the ROI of a New Software Purchase](https://www.capterra.com/resources/software-roi-calculator/) Published August 21, 2025 by [Amita Jain](https://www.capterra.com/resources/author/ajain/) and [Parul Sharma](https://www.capterra.com/resources/author/parul-sharma/) Popular comparisons [Zendesk Suite vs Freshservice](https://www.capterra.com/compare/132997-164283/Freshservice-vs-Zendesk)[Freshdesk vs Freshservice](https://www.capterra.com/compare/124981-132997/Freshdesk-vs-Freshservice)[Milvus vs Freshservice](https://www.capterra.com/compare/132997-202528/Freshservice-vs-Milvus)[LiveAgent vs Freshservice](https://www.capterra.com/compare/102188-132997/LiveAgent-vs-Freshservice)[JIRA Service Management vs Freshservice](https://www.capterra.com/compare/132997-227102/Freshservice-vs-JIRA-Service-Management)[Zoho Desk vs Freshservice](https://www.capterra.com/compare/132997-169505/Freshservice-vs-Zoho-Desk)[Supremo Remote Desktop vs Freshservice](https://www.capterra.com/compare/132997-177094/Freshservice-vs-Supremo-Remote-Desktop)[SysAid vs Freshservice](https://www.capterra.com/compare/107225-132997/SysAid-vs-Freshservice)[LiveChat vs Freshservice](https://www.capterra.com/compare/62194-132997/LiveChat-vs-Freshservice)[ServiceNow vs Freshservice](https://www.capterra.com/compare/132997-254088/Freshservice-vs-ServiceNow) [ManageEngine ServiceDesk Plus vs Freshservice](https://www.capterra.com/compare/132997-179501/Freshservice-vs-ManageEngine-Service-Desk-Plus)[Atera vs Freshservice](https://www.capterra.com/compare/132997-144309/Freshservice-vs-Atera)[TeamDynamix vs Freshservice](https://www.capterra.com/compare/121317-132997/TeamDynamix-vs-Freshservice)[Tidio vs Freshservice](https://www.capterra.com/compare/132997-144040/Freshservice-vs-Tidio-Chat)[SolarWinds Service Desk vs Freshservice](https://www.capterra.com/compare/129478-132997/Solarwinds-Service-Desk-vs-Freshservice)[BOSSDesk vs Freshservice](https://www.capterra.com/compare/132997-144825/Freshservice-vs-BOSS-Solutions)[Intercom vs Freshservice](https://www.capterra.com/compare/132997-134347/Freshservice-vs-Intercom)[Salesforce Service Cloud vs Freshservice](https://www.capterra.com/compare/132997-136189/Freshservice-vs-Salesforce)[NinjaOne vs Freshservice](https://www.capterra.com/compare/132997-184229/Freshservice-vs-NinjaOne)  Independent research methodology Capterra's researchers use a mix of verified reviews, independent research and objective methodologies to bring you selection and ranking information you can trust. While we may earn a referral fee when you visit a provider through our links or speak to an advisor, this has no influence on our research or methodology. [Learn more](https://www.capterra.com/resources/proprietary-data-research/) How Capterra verifies reviews Capterra carefully verified over 2.5 million+ reviews to bring you authentic software experiences from real users. Our human moderators verify that reviewers are real people and that reviews are authentic. They use leading tech to analyze text quality and to detect plagiarism and generative AI. [Learn more](https://www.capterra.com/resources/how-we-verify-reviews/) How Capterra ensures transparency Capterra lists all providers across its website—not just those that pay us—so that users can make informed purchase decisions. Capterra is free for users. Software providers pay us for sponsored profiles to receive web traffic and sales opportunities. 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