# Freshservice Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Is Freshservice the right IT Asset Management solution for you? Explore 724 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/132997/Freshservice/reviews --- Freshservice 4.5 (724) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated May 12th, 2026 # Reviews of Freshservice Ease of use 4.6 Customer Service 4.6 ## Pros and Cons in Reviews 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. ## Showing most helpful reviews Showing 1-25 of 724 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use William L. Senior IT Executive Logistics and Supply Chain Used the software for: 1-2 years ### "FreshService Survey" May 20, 2026 4.0 So far managers is able to track the ticket and target what is the most common issue. We will have monthly report in which we put in our slides. Pros Able to let user open ticket, for HR, have OnBoarding. Able to keep track instead of manually inform other IT admin that there is a case Cons The admin have to pay extra. Sometimes we need to have whole IT group inside. Not really suitable for small company less than 100 as people will still walk to IT dept for help. If changes to management have to manually change Review Source RC Ruben C. Systems Engineer Marketing and Advertising Used the software for: 2+ years ### "FreshSerice" April 14, 2026 4.0 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. 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/) Reason for choosing Freshservice pricing and product offers met our business requirements Switched from [ServiceNow](https://www.capterra.com/p/254088/ServiceNow/) due to budget reasons and service now complexity Review Source JO Jaylen O. HR Retail Used the software for: I used a free trial ### "Thought out layout but too expensive " February 20, 2025 3.0 It was significant other than the overall price. It made us completely take it off of the possible software uses for us. Pros Our business enjoyed the organization of the setup and how easy it was to find everything we needed. We used the Purchase Order system the most. Cons The one thing that turned us away was its priceThe main reason we decided not to continue using their service was the price. As a small business, the cost they were asking for was higher than we could fit into our budget, especially for purchase orders. Once the trial period ended, we stopped using their service.. As a small business, they were asking for a price higher than we could add to the budget to use it, mainly for purchase orders. As soon as the trial ended, we no longer used them. Review Source DV David V. Customer Supoort Manager Information Services Used the software for: 1-2 years ### "Outstanding Tickets management tool" March 12, 2026 5.0 After working more than a year with Freshservice the overall experience has been amazing, it's a tool that can be deployed to work within the organization and also outside to manage internal an external tickets. Pros It's a tool easy to work with, deploy and customize, manage tickets became an easy task and the time spent filling fields was reduced. Cons The only thing I dislike is that depending on the license tier, it may be very limited on AI usage, API usage and a couple more features that are only available in higher tiers, that's an issue that may me improved Alternatives considered [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/) Reason for choosing Freshservice it was cheaper and easier to work with Freshservice and at the same time, this tool works better with our ticketing management Switched from [JIRA Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/) It was very limited and difficult to reach a high maturity grade of service management because it was more likely intended to other projects and not what we were looking for Review Source IO Ifediora O. CMDB Manager Education Management Used the software for: 2+ years ### "User-Friendly, Customizable, and Cost-Effective ITSM Platform, but Need Improvement" May 20, 2026 5.0 My overall experience with Freshservice has been positive, particularly in terms of usability, flexibility, ticket management, customer support, and cost-effectiveness for IT Service Management. Pros Ease of use and customization. I’m not restricted to out-of-the-box configurations, and the licensing is cost-effective. Cons A couple of features appear to be missing from the Assets module. For example, under Contracts, there’s currently no option to mark contracts as retired or archive them once they expire and no longer need renewal. Similarly, under Inventory, there’s no way to archive decommissioned assets to maintain a clean and current CMDB. I hope these features can be added in a future update. Switched from [ServiceNow](https://www.capterra.com/p/254088/ServiceNow/) Customisation, cost-effectiveness, and quick support. Review Source ST Sean T. Director of Cloud Infrastructure and Operations Staffing and Recruiting Used the software for: 6-12 months ### "Solid product with a great account team" May 15, 2026 5.0 Overall, I am a happy first time user of the tool and find it exceptionally user friendly and easy to use. I have recommended colleagues in the field who may be fed up with some of your competitors that they should give Freshservice a look. Pros Prompt and friendly customer service. Get a wide range of functionality and services in a single license without having to constantly be triggered to buy add-ons. My service team is engaged and constantly bringing forward ideas and solutions to help improve my organization and the use of the product. In addition the user interface is straight-forward and easy to pickup for administration of the environment. Prior to my current role I had not used or been aware of Freshservice and it was easy to pickup and begin being productive in from day 1. Cons The only negative that I've experienced has been with being able to develop my own dashboards to call out the information that is important for my role. I've struggled a bit in getting the reporting just right for what I'm looking for. I generally like to do things on my own, and there was some frustrations in being able to get what I needed. However, on the flip side of that I was able to reach out to my account team and they helped build out what I was looking for quickly. Review Source RM Rakesh M. Sr IT Infra Executive Computer Networking Used the software for: 1-2 years ### "Excellent ITSM Solution for Efficient Support Management" April 27, 2026 5.0 Our overall experience with Freshservice has been very positive. It has significantly improved our service desk efficiency, asset management, and response times. The automation features reduce manual effort, while the clean interface makes adoption easy for the team. Pros Freshservice offers an intuitive and user-friendly interface that makes ticket management simple and efficient. It helps streamline IT support operations with automation, customizable workflows, and SLA management. Cons Some advanced customizations and integrations can be complex to configure initially. Pricing may be higher for smaller organizations when additional features are required. Reporting customization could be improved further, and occasional minor delays may occur with large data loads. Review Source SS Shubham S. Sr. Network Engineer Information Technology and Services Used the software for: 6-12 months ### "Good support tool for handling day-to-day IT and network issues" April 4, 2026 5.0 In day-to-day work, it has been helpful in managing requests and keeping track of ongoing issues. It gives better visibility compared to manual tracking or emails. From a network support side, it helps in maintaining proper records and makes coordination easier when multiple teams are involved. Once everything is set, it runs smoothly. Pros What I like is how it keeps everything in one place when handling issues. For network-related tickets, having proper details and history helps a lot during troubleshooting. It’s easy to check updates, assign tasks, and follow up without confusion. The system also helps reduce back-and-forth communication between teams. Cons Sometimes it takes time to adjust things based on how we actually work, especially when customizing workflows. Also, while handling multiple tickets together, it can feel a bit slow. Reporting is there, but getting exactly what we need requires some effort. Review Source MB Maki B. Local HR Health, Wellness and Fitness Used the software for: 2+ years ### "Mature ITSM Platform with Strong Operational Efficiency and Usability" March 29, 2026 5.0 Overall, Freshservice is a mature and reliable ITSM solution that delivers strong operational value. It is particularly effective for organizations seeking a balance between ease of use and functional depth, though it has room to evolve in analytics and enterprise-grade flexibility. Pros With over a decade in ITSM, I appreciate Freshservice’s balance between usability and capability. The platform is intuitive, reducing onboarding time, while still offering solid automation for ticketing, SLAs, and workflows. It drives measurable efficiency gains and supports effective team collaboration through clear ownership and internal communication. Integrations, particularly within the Microsoft ecosystem, are straightforward and enable cohesive, centralized operations. Cons From a more advanced perspective, the platform shows limitations in reporting depth and customization. Complex workflow configurations can become unintuitive and require workarounds. Support responsiveness is inconsistent for higher-complexity cases. Additionally, occasional UI glitches and integration dependencies on higher-tier plans can impact overall scalability. Review Source DF Deste F. IT HelpDesk Health, Wellness and Fitness Used the software for: 2+ years ### "Efficient and User-Friendly ITSM Tool with Strong Automation Capabilities" March 29, 2026 4.0 Overall, Freshservice is a reliable and efficient ITSM platform that streamlines service desk operations and improves team collaboration. It strikes a good balance between usability and functionality, making it suitable for both mid-sized and large organizations. While there are minor drawbacks in reporting and support responsiveness, the platform delivers consistent performance and automation benefits that save time and improve service quality. Pros Freshservice offers strong value for money with a rich feature set that supports ITSM processes end-to-end. The interface is intuitive, making it easy for teams to adopt quickly without heavy training. Automation capabilities significantly improve efficiency by reducing manual tasks, especially in ticket routing and SLA management. Collaboration tools, such as shared ownership and internal notes, enhance team productivity. Integration with Microsoft and other tools is smooth, enabling centralized workflows and better visibility across systems. Cons Customer support can sometimes be slow or inconsistent when handling complex issues. Certain advanced configurations, especially in automation and workflows, are not very user-friendly and may require trial and error. Reporting and analytics, while useful, feel somewhat limited and lack deeper customization. Occasional bugs and UI glitches can disrupt workflows. Additionally, some integrations require extra setup effort or paid tiers, which can impact overall value. Review Source MG Mat G. IT Support Administrator Marketing and Advertising Used the software for: 1-2 years ### "Robust Toolbox, if you're skilled and have the time for said tools." March 16, 2026 5.0 More often than not, FreshService CAN do what you are looking to get done, it just takes a lot of time for it to be configured to do so. If you have a solid team that enjoys building systems out, this will work well. If you're looking for something that's going to operate smoothly and effortlessly within a week or two of starting, there are better workflow-automation services. We save a ton compared to using Okta, BetterCloud or other middle-ware by using FreshService and a 365 Azure Runbook environment. The savings DO equate, and helps us avoid middleware costs YoY, but you will need to be dedicated to managing Freshservice. Pros FreshService has a lot of different modules that allow you to setup an environment with API, integrations, and inventory management through their Agent. The Agent can be easily deployed, and their software/contract management module helps keep licenses in order once the automations are built. Cons While it has access to a lot of different resources, it's also a bit clunky at times. The different modules take a bit of time investment. While we've had them for years and had enough lulls in daily work to invest this time, it does take a bit of ane effort to get their SaaS fully functional and working well. Switched from [Jira](https://www.capterra.com/p/19319/JIRA/) Jira did not have the same functionality and toolset for us at the time, and was clunky for our users to leverage Review Source LS Lumo S. Systems Analyst Health, Wellness and Fitness Used the software for: 2+ years ### "Powerful and User-Friendly ITSM with Strong Automation but Pricing Limits" March 25, 2026 5.0 Overall, my experience has been very positive. It’s a reliable ITSM tool that helps streamline operations and improve response times. With proper setup, it becomes a powerful platform, though it does require some effort to fully optimize workflows. Once configured well, it significantly improves team efficiency, visibility, and service quality across IT operations. Pros Freshservice is very intuitive and easy to set up, even for complex IT workflows. Automation features save a lot of time, especially for repetitive tasks, and the UI is clean and user-friendly. Integrations and customization options make it flexible for different team needs. The onboarding process is smooth, and documentation is helpful, making it easier for IT teams to quickly adopt and scale usage. Cons Some advanced features feel limited unless you move to higher-tier plans. Reporting can be a bit rigid, and API/search behavior sometimes requires workarounds. Also, certain configurations are not very transparent, which can slow down troubleshooting. Pricing can increase quickly as you scale, and some features that feel essential are locked behind premium tiers. Alternatives considered [Salesforce Sales Cloud](https://www.capterra.com/p/61368/Salesforce/) Reason for choosing Freshservice We chose Freshservice over Salesforce because it’s purpose-built for IT service management, making it faster to implement and easier for IT teams to use daily. Freshservice offers out-of-the-box ITIL features, strong automation, and a more intuitive interface, while Salesforce typically requires heavy customization to achieve similar ITSM functionality. Overall, Freshservice provided better value, quicker deployment, and lower operational complexity for our needs. Review Source BC Brendan C. Senior Solutions Engineer Automotive Used the software for: 1-2 years ### "FreshService - A Clean and Modern Service Solution" January 15, 2026 5.0 Freshservice has been a fantastic ticketing and service management solution. There are regular updates to keep it modern, and the UI is clean, responsive, and intuitive. With years of experience in many ticketing systems, Freshservice feels the most modern out of any of them. Pros Freshservice has a very clean UI that is easy and intuitive to navigate. The webpage also has live update notifications which is extremely useful for closely monitoring tickets. When an update is posted on a ticket, even without refreshing you will see a notification regarding it and linking you to the ticket. Another useful live updating feature is the ability to see what other agents are currently viewing or editing a ticket. This solves the age-old issue 2 agents trying to edit a ticket at the same, or hesitating to update a ticket thinking another agent is already working on it. I've also found the extensibility of the product to be quite useful. We've granularized our request system to include specific requests with built in tasks lists for common requests (Employee onboarding, Software Installation Request, etc.), as well as the general ticketing system. We've added approval groups to notify the proper people streamlining repetitive tasks. There are great reporting features built-in as well, providing clean overviews of important KPI's like first-touch resolution, first response time, and time to resolution. These reports can be customized to filter based on a plethora of criteria. The pricing also has as consistent model that isn't overly expensive. Cons Frankly I haven't encountered any issues with Freshservice yet. There has been a single instance of downtime this year, and it was minor and resolved relatively quickly. Alternatives considered [ServiceNow](https://www.capterra.com/p/254088/ServiceNow/) Reason for choosing Freshservice The pricing was better, and the sales support was more responsive. Switched from [FootPrints](https://www.capterra.com/p/212606/FootPrints/) We experienced many issues with FootPrints ranging from portal responsiveness, ease of use, and clarity for the users. Review Source AB Aimé B. Skol Brewery Limited Food & Beverages Used the software for: 2+ years ### "Efficient, Intuitive, and Scalable IT Service Management" February 26, 2026 4.0 My overall experience with Freshservice has been very positive, especially from an IT service management and operational efficiency perspective. Freshservice stands out for being intuitive while still offering powerful functionality. The interface is clean and easy to navigate, which reduces the learning curve for both agents and end users. This makes adoption smoother compared to more complex ITSM platforms. Pros Client Support Both agents and end users can navigate it easily. Clients can submit tickets through a simple portal, email, or service catalog without confusion, which reduces friction and increases adoption. Cons Freshservice helps so much for tickets routing by category or priority. SLA triggers and escalations, Approval chains, Task assignments This eliminates repetitive admin work and reduces human error, which significantly improves operational efficiency. Alternatives considered [Microsoft Outlook](https://www.capterra.com/p/227138/Microsoft-Outlook/) Reason for choosing Freshservice When Freshservice is not available, we use Outlook Review Source NA Noushad A. IT Infrastructure Network Manager Food Production Used the software for: 2+ years ### "Reliable Ticketing System for Multiple Department Service Management" March 15, 2026 5.0 We have been using Freshservice for around three years as our internal ticketing system. It helped us organize service requests and improve communication between departments. Previously requests were coming through emails and calls, but now everything is tracked properly with tickets and SLAs. Overall it has been a reliable tool for managing support requests and improving response time. Pros The ticketing system is easy to use and helps us manage requests from different departments in one place. We are using it mainly for IT support, but also for maintenance and legal requests. It helps us track issues, assign tasks to the right team, and monitor the status until closure. Automation rules and notifications also help reduce manual followup Switched from [SolarWinds Service Desk](https://www.capterra.com/p/129478/Solarwinds-Service-Desk/) We switched because Freshservice provides a more user-friendly interface, better automation features, and improved workflow management for handling service requests across multiple departments. Review Source NF Niklas F. IT Lead Medical Practice Used the software for: 2+ years ### "Great value for money" January 16, 2026 5.0 All in all, I think Freshservice is great value for money and it gives you almost all the tools you need for small and medium sized companies. At a company of 300 users with a small IT team (meaning no team dedicated to ITSM systems), Freshservice has been great Pros The interface is easy to use, making it easy for me to delegate tasks to workspace admins for them to manage their own setup. The automation engine is also a great tool considering the price. In my experience, the team at Freshworks has been supportive whenever I needed them. Cons In some areas, like the visible fields, I would like some more options for customizing it. Several apps/add-ins (such as the Intune integration) is still lacking compared to competition and appears unstable. Alternatives considered [ServiceNow](https://www.capterra.com/p/254088/ServiceNow/) Reason for choosing Freshservice Pricing and the fact that we did not have a team dedicated to manage ITSM Review Source AS Andre S. IT-Systemadministrator Legal Services Used the software for: 1-2 years ### "IT-Systemadministrator" January 16, 2026 5.0 Freshservice has made us more efficient as an internal IT department. We have been able to improve our workflows and create a central environment where all relevant IT information is bundled together. Pros It is very easy and intuitive to use. The setup and mapping of processes works great. It can also be used very flexibly for a wide variety of topics. Cons Sometimes it takes a while for translations, especially into German, to be displayed cleanly and correctly, which can sometimes lead to confusion. Alternatives considered [Matrix42 Enterprise Service Management](https://www.capterra.com/p/239651/Matrix42-Service-Management/) Reason for choosing Freshservice The price and setup effort were much higher than for Freshservice. Switched from [Microsoft SharePoint](https://www.capterra.com/p/1167/SharePoint/) It was highly customized and no longer up to date. Review Source SD Stefan D. Senior System Analyst Information Technology and Services Used the software for: 2+ years ### "Powerful ITSM tool with strong automation but room for improvement" March 12, 2026 5.0 Overall, my experience with Freshservice has been very positive. It provides a solid IT service management platform that helps streamline ticket handling, automate repetitive tasks, and improve service delivery. While there are some limitations in customization and integrations, it is still a reliable and efficient tool for managing IT support and service requests. Pros Freshservice is very intuitive and easy to use compared to many other ITSM platforms. The ticketing system is well organized, automation workflows are powerful, and the service catalog makes it simple for users to request services. Integration with other tools and APIs is also very helpful for automating IT processes and connecting with identity or asset management systems. Reporting and analytics provide good visibility into support operations. Cons Some advanced configurations can be complicated and require workarounds. Certain integrations and automation features could be more flexible, especially when connecting with external systems. Pricing can also increase quickly when additional modules or agents are required. Review Source AC Ariel C. Technical Support Analyst Education Management Used the software for: 2+ years ### "FreshService experience" March 12, 2026 5.0 Our overall experience has been great, we love how efficient it works with all the communications, the indented responses, the merging, the option of managing the categories for the issues requests. We think in general it is an amazing product that FreshService should be proud of. Pros This is a great tool for IT support teams, and I believe it can be use for another teams in an organization like Facilities. We love the fact that we can create a KB with solutions and point them on our replies to issues. The team can interact easily agent-to-agent and user-to-agent, and we can keep track of all issues in a very effective way. Cons We found it a little expensive, and it turned it was the fact that we were not using some of the included features in our license tier, so we are updating the plan in our next renewal. Maybe the AI component is not as good as expected, but we have not had the time to use it properly to full extent. The assets management is a little confusing and for some reason is not working great for all, but we have a MDM solution that manages all our devices, and because of that maybe we have not focused that well on this feature. Review Source CC Christian C. IT Specialist Information Technology and Services Used the software for: 2+ years ### "Good service!" January 27, 2026 4.0 Overall, the experience is good. Taking the time to fix the issues I mentioned will make it better for me. Pros Navigating and learning the basic functions as a regular team member is relatively easy, but delving into more advanced features can be challenging. I've encountered some issues with the Freshservice representatives, as they sometimes struggle to understand my needs, possibly due to a language barrier. I believe they need to improve the workflow because some of the data I require is only available in Freshdesk, which we don't need to use. Additionally, I've experienced issues with certain workflows that have never worked, even with a representative's assistance. On a positive note, I appreciate the ability to use Single Sign-On (SSO) with our Microsoft products, as it makes me feel more secure. Cons Some features in the workflow need additional fixing. The API is not functional most of the time. We require more detailed information when retrieving analytics, such as the number of tickets each member has for the year. I was unable to create a graph with the basic analytics provided. Review Source Anida P. Graphic designer Retail Used the software for: 1-2 years ### "Efficient Ticket Management with Room for Creative Collaboration Improvements" March 19, 2026 5.0 Overall, my experience with Freshservice has been positive. It helps maintain organization and ensures that no request is missed. As a graphic designer, it supports structured communication, although some improvements in creative collaboration features would make it even more effective. Pros Freshservice provides a clear and organized way to manage incoming requests. I especially like how tickets are structured, making it easy to track design tasks, communicate with requesters, and prioritize work efficiently. The interface is intuitive, which helps streamline my daily workflow as a graphic designer. Cons Sometimes the system can feel a bit rigid when handling creative requests, especially when more flexibility or visual context is needed. It would be helpful if there were better options for previewing design assets or collaborating visually within tickets. Review Source JM Jean-Yves M. IT Manager Building Materials Used the software for: 2+ years ### "Good experience with Fresh" January 26, 2026 5.0 Esay to implement end to expand. It is not only an IT tool, it is rather easy to put in some key user hands. Pros Freshservice is easy to customize and can be easily adjusted to the usage in many departments requesting task follow-up (IT, Human Ressources, Maintenance department, ...) Cons Perhaps the licencing model is a bit complicated, and could be a difficulty if you want to extend your number of people in charge of ticketing management Review Source RS Reenoy S. Sr IT Infra Executive Information Technology and Services Used the software for: 2+ years ### "Freshdesk Excellent experience review" April 26, 2026 5.0 We are using the app on 5years in our company tenant and we didn't get any glitch in the Freshdesk service to Improvement and Efficiency this product is value for money and we are also recommended other companies also. Pros Over all product is very good and we are using this Freshdesk portal across five years and the we have 600+ Employees we are managed on this portal for service desk we are personally recommended to other sister company for customer support and ticket management Cons this product cons are not so much but this product is easy to use for technical team and non technical are not using without IT guidance Review Source Nathan E. Systems Administrator Hospital & Health Care Used the software for: 2+ years ### "Freshservice" October 2, 2025 4.0 Pros I liked to layout of the ticketing system and how easy it is to go back and look at previous tickets, I also like the Reporting and tracking so i can keep on top of the work that my staff to. There is also a lot of integration into freshservice Cons Maybe the filters but they aren't too bad once you get used to them, my staff often will have filters set to open, their tickets and unassigned so if i have a staff member away no one will look at their tickets unless i flag it with then, but again this is more of a user issue than software Review Source MS Mike S. Sr. Application Analyst Maritime Used the software for: 2+ years ### "FreshService Veteran" January 20, 2026 5.0 I use Fresh Service on a daily basis at work. All activity that I perform is tracked through the tool allowing team members and management to know and understand my progress. Even when I'm away from the office anyone can jump in on a ticket that I'm working on. Pros Easy tracking of issues across various business sectors giving an easy to understand history of open issues and where they are in the development life cycle Cons The grid display focus is on the project name, I would like to see a more dynamic view of the grid where it can be customized to my needs Review Source ## Send me user reviews about this product ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox. Talk to a Capterra advisor for free and get results within 15 minutes.