# Freshservice Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Is Freshservice the right Help Desk solution for you? Explore 688 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 (688) 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 April 15th, 2026 # Reviews of Freshservice Ease of use 4.6 Customer Service 4.6 ## Pros and Cons in Reviews NO Nathalie O Scrum Master ITNon-Profit Organization Management, 1,001 - 5,000 employeesUsed the software for: Less than 6 months. “During my recent implementation, I leveraged its capabilities to build high-performance custom workflows that required precision and scalability. While the platform offers extensive "out-of-the-box" features, its true power emerged when I integrated custom code.“ February 13, 2026 AC Ariel C Technical Support AnalystEducation Management, 51 - 200 employeesUsed the software for: More than 2 years. “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.“ March 12, 2026 Praphul Kumar P Tech lead sr System AdminInsurance, 5,001 - 10,000 employeesUsed the software for: More than 2 years. “It has helped improve operational efficiency, reduce turnaround time, and bring better structure to ticket and service request management. While there are areas for improvement, especially around advanced features and stability, it remains a reliable and powerful ITSM solution.“ March 17, 2026 DV David V Customer Supoort ManagerInformation Services, 11 - 50 employeesUsed the software for: 1-2 years. “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“ March 12, 2026 LB Lucas B IT Service Desk AnalystFinancial Services, 501 - 1,000 employeesUsed the software for: 6-12 months. “Freshservice’s biggest strength, in my experience, is how effortlessly everything comes together in one clean, intuitive platform—its interface is easy to navigate, automation removes a ton of repetitive work, and the built‑in asset management gives you clear visibility without feeling overwhelming, making it a tool that genuinely improves daily workflows rather than adding complexity“ February 19, 2026 LB Lucas B IT Service Desk AnalystFinancial Services, 501 - 1,000 employeesUsed the software for: 6-12 months. “Additionally, certain configuration options aren’t as flexible as you’d expect from an ITSM tool, so you occasionally run into moments where you have to adapt your process to the system rather than the other way around.“ February 19, 2026 BC Brendan C Senior Solutions EngineerAutomotive, 51 - 200 employeesUsed the software for: 1-2 years. “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.“ January 15, 2026 MD Mark D Director of OperationsInformation Technology and Services, 501 - 1,000 employeesUsed the software for: 6-12 months. “I have been working with ITSM products long enough to remember local fat client interfaces and the web client experience is never as fast or consistent. “ January 21, 2026 ## Showing most helpful reviews Showing 1-25 of 688 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use 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 KB Kenny B. VP, IT Food & Beverages Used the software for: 2+ years ### "Fresh Service has changed the way we service our restaurants" March 12, 2026 5.0 It has been phenomenal. It has changed the way we do service management within our organization 100%. We can now better manage problems, requests, inventory, and change management which were tough initially. Pros How intuitive and easy it is to navigate and use for both our tech team and end users. We have also been able to stand up our HR service needs within the platform. Cons That there is a cost associated with Freddy AI. Initially it was part of the platform when we purchased. Switched from [SERVICE MANAGER](https://www.capterra.com/p/89085/SERVICE-MANAGER/) the platform was out of date, unsupported, and broke daily. 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 MO Mark O. Head of Managed Services Information Technology and Services Used the software for: 1-2 years ### "The best ITSM tool in all the areas that matter." March 16, 2026 5.0 Overall it is the best ITSM tool I have ever used. It is the best combination of price, ease of use and extensibility. Pros Ease of use reduces operational cost, and increases ROI on CSI and automation initiatives. Integrations are simple to implement. Very responsive support team! Cons Integrations are not always clear, often rely on third parties (not clear how they are involved with your data either). Out of the box integrations not as braod as some competitors. The available licensing is not as flexible as other tools. Access permissions (e.g., what parts of the system you can administer) are not granular (e.g., need to be admin to do simple things like add Vendor). Base-level CMDB functionality could be better - especially for software. Alternatives considered [HaloITSM](https://www.capterra.com/p/200140/HaloITSM/) Reason for choosing Freshservice Ease of use/configuration. Halo was actually our first choice but quickly became too complex for a basic implementation. Switched from [Ivanti Neurons for ITSM](https://www.capterra.com/p/193225/Service-Desk/) Ivanti no longer met our needs - expensive, complex and was not keeping pace with modern features. 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 MP Mili P. Data Analyst-DBA Education Management Used the software for: 1-2 years ### "Freshservice: Easy to Navigate, Powerful Filters, and Customizable Rules with Strong Security" February 23, 2026 4.0 verall, the experience has been good. We’ve also received feedback from our staff that creating tickets now takes less time compared to the previous system, which they greatly appreciate. Pros What I like most about Freshservice is that it is easy to navigate and simple to use. The filters are very useful and help us find tickets quickly. I also like that we can create our own custom rules and customize the fields on the screen to match our needs. It saves time and makes our work more organized. The system is also secure, which is important for our team. Cons It would be beneficial if Freshservice could send a notification when a ticket hasn’t been updated for a certain amount of time. Having a rule or reminder notification like this would help ensure nothing gets overlooked, so we don’t have to manually check constantly. It would also be helpful to receive a weekly email report showing the number of pending tickets. This would give us better visibility into outstanding work and help us stay on top of unresolved issues. Switched from [SysAid](https://www.capterra.com/p/107225/SysAid/) Clean UI and Simplified workflows. Strong automation. Better customer support Review Source JS James S. Systems Manager Retail Used the software for: 2+ years ### "Excellent ITSM Product" February 26, 2026 5.0 Overall experience has been great. They have excellent customer service and affordable packages to meet each businesses individual requirements. Pros Freshservice is easy to use and administer. Plus, they offer affordable packages to meet each businesses individual requirements. Customer Service has also been very helpful when call upon. Cons Nothing not to like in my opinion. Built on an ITIL platform, the product meets all of our ITSM needs. Switched from [JIRA Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/) Ease of use and more affordable due to flexible package options 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 BF Brandon F. Service Desk Supervisor Construction Used the software for: 2+ years ### "Simplifying IT Support with Freshservice: My Experience" July 22, 2025 5.0 I was completely new to Freshservice when we rolled it out back when I was at Blue Ridge Power from 2021 - 2024. We didn't have a ticketing system at the time and were definitely enterprise level so we needed something to accommodate our size. Freshservice was an excellent product that we were able to integrate into almost every aspect of our business. While it was mainly a IT platform, several other teams used it. It's a great product that I highly recommend. Pros Freshservice was a big help in modernizing our Help Desk platform and setting up requests for our end users. I really enjoyed the metrics portion of the platform as I could create reports on different metrics through my department. Cons They were certain aspects of the metrics that I didn't understand. In particular, there were smaller percentages highlighted in green and/or red that didn't make any sense to me when adding different metrics to my report. Alternatives considered [NinjaOne](https://www.capterra.com/p/184229/NinjaOne/) Reason for choosing Freshservice We chose Freshservice because it was more in depth and had way more features. 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 AC Ante C. IT Project Manager Warehousing Used the software for: 6-12 months ### "Fantastic Service and Product" March 19, 2026 5.0 Love it. I have recommended it to many. Simply one of the easiest to launch and get going. Easily configurable, and the analytics are great and easy to share. A lot of insights available that require little effort. The export features of reports make weekly reporting a breeze. Pros Customer Support is fantastic. They are always going above and beyond and I really appreciate the updates. Cons The CMDB and PO need to support approvals and attachments before saving, and the flows need to be more intuitive. Alternatives considered [ManageEngine Patch Manager Plus](https://www.capterra.com/p/179288/Patch-Manager-Plus/) Reason for choosing Freshservice Ease of use. No real requirement for external interaction during setup allowing us to configure and learn the product as we went through the configurations. Review Source EJ Elvin J. IT Manager Religious Institutions Used the software for: 6-12 months ### "No more support calls falling through the cracks!" March 19, 2026 5.0 Presales and support team are very engaged. My team and I got several queries resolved during the set-up process. Pros Configuration and set up was straightforward after our training sessions. Sessions were informative. Freshservice is easy to work with. Menus are organized well. It has many of the features offered in more expensive solutions. Cons Category set up is always a tedious task, but not due to Freshservice. We had to consider whether we were being too broad or too specific when we were creating our categories Alternatives considered [ServiceNow](https://www.capterra.com/p/254088/ServiceNow/) Reason for choosing Freshservice The price was much better compared to ServiceNow with the same features Review Source JB Joe B. Desktop Support Engineer Hospitality Used the software for: 2+ years ### "Easy to use, hard to master " January 15, 2026 4.0 Overall amazing. Come with a lot of experience from Service Now, which was my favourite. With confidence, I can now say FreshService is. I have built our ticket system from the ground up. Something I have never done before. Automation, SLA, Categories, JML. I have come into it blind. Without the incredible FreshService support, I don't know where I would be. Even \[sensitive content hidden\] has saved me more times than I can remember. I describe FreshService like I describe Snowboarding. Easy to learn, hard to master. I think this is a perfect description for FreshService. From the get-go, you are supplied with numerous articles and tips to get you moving. When you ever come to a crossroad, FreshService support is there to guide you on which road to take. Pros The Customer Support. No matter what day, what issue, what time, they are just always there to help. No 1st Line Script support, just straight knowledge and direct answers. Even if there is some confusion, instantly, it's "lets setup a remote session" or "let me make myself a temporary agent on your FreshService". Amazing and impressive. The admin configuration is super easy to learn. Coming from someone who has never designed/implemented an ITSM tool before. Now I am confident in doing so on any tool in the future. Cons In my experience, I have found that all answers can be resolved via API. Now, unfortunately, at the beginning of FreshService's introduction to the team, my skills were nonexistent. I found that on multiple occasions, it would have been easier to develop a built-in function to the pre-made automation tool instead of spending days on figuring out API/Webhooks. Sometimes I don't want to contact support... I like a challenge. Just that on occasion, I would like FreshService support to say "we have sent this to our dev team to implement for the future". I also am not a fan of the Asset Add-on. I get it, I get it, just not a fan. Unfortunately, due to this, I haven't been able to get my managers to purchase it. Asset management without this is super messy. Would be nice to have a licence to include this. Alternatives considered [ServiceNow](https://www.capterra.com/p/254088/ServiceNow/)[HaloITSM](https://www.capterra.com/p/200140/HaloITSM/) Reason for choosing Freshservice Cheaper. Suited the company more (120 users) Review Source JM Jorge M. IT COORDINATOR Health, Wellness and Fitness Used the software for: 6-12 months ### "A powerful and user friendly tool that simplifies user support" January 15, 2026 5.0 My overall experience with Freshservice has been very positive. Even while I am still learning the platform, it already feels like a powerful and reliable tool that helps me deliver better service to my users. It has clearly improved how support requests are handled and has made IT service management more structured and efficient. Pros What I like most about Freshservice is how much it simplifies day-to-day user support. The interface is clean and easy to use, which has helped me quickly adapt while continuing to learn the platform. Ticket management, automation, and the self-service portal make it much easier to stay organized and provide faster, more consistent support to users. Cons I am still learning all the features, and some advanced capabilities especially AI powered tools are limited to higher-tier plans. I would love to see AI included in lower plans so teams can fully experience the potential Freshservice has to offer and better understand its value early on. 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 HN Harry N. IT Service Desk Technical Lead Computer Software Used the software for: 2+ years ### "Solid ITSM platform that just works" January 15, 2026 5.0 It's been a really positive experience overall. Freshservice handles our ticket and asset management reliably, which are the core things we need from it. The platform's intuitive enough that the team picked it up quickly, and it's made our workflows more efficient. For managing IT operations day to day, it's been dependable and hasn't caused us any headaches. Solid tool that just gets the job done. Pros The ticket management system is solid. It's straightforward to use and keeps everything organized without any hassle. We can track issues properly, assign them to the right people, and actually see what's going on across the team. The asset management side is brilliant too. Makes keeping track of all our hardware dead easy, especially when we're managing devices across multiple sites. It just works without any drama, which is exactly what you want from an ITSM platform. Cons Honestly can't think of anything to complain about. We've not had any issues with it at all. No gripes whatsoever. It does what it's supposed to do reliably, and that's all we need from it really. Can't fault a platform that just works. Review Source NO Nathalie O. Scrum Master IT Non-Profit Organization Management Used the software for: Less than 6 months ### "nice tool for ticketting software and more as soons as possible" February 13, 2026 5.0 Freshservice stands out as a robust ITSM solution that balances user-friendly design with deep technical flexibility. During my recent implementation, I leveraged its capabilities to build high-performance custom workflows that required precision and scalability. While the platform offers extensive "out-of-the-box" features, its true power emerged when I integrated custom code. The scripting environment allowed me to bypass standard limitations, ensuring that complex logic and API integrations functioned flawlessly. Everything worked exactly as intended, proving the platform's reliability for developers who need to push boundaries. Furthermore, I explored the newly released journeys/paths, which significantly enhanced the user experience. These updated pathways streamline navigation and automation, making the transition from manual tasks to automated sequences feel intuitive. For any team looking to blend custom coding with modern automation, Freshservice provides a solid, dependable foundation. Pros Freshservice stands out for its intuitive interface and powerful automation features, which significantly reduce manual workload. I particularly appreciate its easy integration with various ITIL processes, making service management seamless and modern. Especially its no-code approach. Cons When "no-code" isn't an option, you must write basic scripts to bridge gaps. This usually involves: API Integration: Writing few lines of Python or JavaScript to fetch data. Webhooks: Configuring triggers to automate notifications. Custom CSS: Tweaking styles for a unique look. While slightly more complex, coding offers total control over your service's behavior. Review Source JC Johnny C. Support Engineer Computer Software Used the software for: 1-2 years ### "Efficient Multi-Department Management Powered by Automation" January 15, 2026 5.0 My overall experience with Freshservice has been excellent. It has transformed how we handle internal requests by bringing everything into one place. The automation and ease of use across different departments have significantly increased our productivity, making it a vital tool for our daily operations. Pros What I like most about Freshservice is its powerful automation capabilities. It has significantly streamlined our workflows. Additionally, I love how easy it is to manage multiple departments from a single platform; being able to switch between functions with just a few clicks makes the entire process incredibly efficient. Cons While the tool is powerful, the initial setup and configuration can be quite complex. It takes some time to learn how to use all the advanced features properly, so the learning curve is a bit steep for new users. Review Source GB Grzegorz B. IT Support Lead Logistics and Supply Chain Used the software for: 2+ years ### "Strong Core ITSM with Easy Adoption" January 21, 2026 5.0 Overall, Freshservice was a reliable and user-friendly ITSM platform. It covered core service management needs well, was easy to adopt, and helped streamline ticket handling and automation, though more advanced customization and reporting had some limitations. Pros Intuitive, user-friendly interface with a short learning curve. Strong ticketing and workflow automation, good SLA management, and solid reporting. The self-service portal and knowledge base were easy for users to adopt. Cons Reporting and analytics were somewhat limited without customization. Advanced workflows and configurations could become complex, and some features required higher-tier plans to unlock full value. Review Source TM Thomas M. IT Systems Administrator Transportation/Trucking/Railroad Used the software for: 1-2 years ### "Freshservice is Fresh !" February 12, 2026 5.0 From an admin perspective, it offers solid control over workflows, permissions, and asset management, which makes it suitable for growing environments. Pros The interface is clean which makes adoption much easier across technical and non-technical teams. The automation features save a lot of manual effort and reduce human error. Reporting and dashboards provide good visibility without needing deep customization. Cons Pricing increases quickly as you add agents or require premium features. Some workflow automations require workarounds for more complex logic. Reporting, while good for standard use, can feel restrictive if you need highly granular or cross-module analytics. Review Source CC Carlos C. IT Helpdesk Owner Consumer Goods Used the software for: 2+ years ### "Fresh Service rocks!" March 12, 2026 5.0 I can just recommend it. It's very user friendly compare to other ticketing systems I've work with before. Pros I like a lot that is so user-friendly. Very easy to find all the tools I need for a day to day workload. Cons Sometimes the third party tools present some issues like the TeamViewer connection to the tickets for example. Review Source AM Amul M. Sr. IT infrastructure Manager Information Technology and Services Used the software for: 2+ years ### "Good Product Good support" March 20, 2026 5.0 we are using MSP plan, and we have very good experience I got all my report as i wanted to check my KPI Pros Simplicity of product, easy to understand the features, get all reports whenever we require so we can monitor performance Cons I think feature wise there is no problem, but I think cost is very high compared to other products I want to update my plan, but costing is the bottle neck Review Source DF Dominique F. Systems Administrator Government Administration Used the software for: 1-2 years ### "Freshservice significantly improved our internal IT service delivery" March 19, 2026 5.0 Overall, our experience has been very positive. We have been using Freshservice for approximately three years with about 20 agents supporting roughly 300 staff across multiple locations. The platform has helped us move from a reactive email-based support model to a much more structured and efficient service management approach. It has improved accountability, response tracking, and overall service delivery within our IT department. We would definitely recommend Freshservice to organizations looking for a well-balanced ITSM solution that is easy to use, reasonably priced, and capable of maturing with your service management processes. Pros Freshservice has greatly improved how our ITMS department delivers support to our organization. Before implementation we relied heavily on email which made tracking requests, approvals, and accountability difficult. With Freshservice we now have a centralized platform for incident management, service requests, and asset management which has significantly improved our efficiency and visibility. The service catalog has been especially valuable since we can now standardize requests, apply approval workflows, and automate processes that were previously handled manually. The interface is very clean and user friendly for both agents and staff, which helped with adoption across the organization. Asset management is also a strong feature as it allows us to properly track our IT equipment lifecycle. We also found the pricing very competitive compared to alternatives like Jira while still providing the core functionality we needed. It is also encouraging to see continuous improvements and new features being added over time. Cons While the platform works very well for our needs, some advanced features available in more complex platforms like Jira are not as deep. However, for our use case this has not been a major issue and Freshservice continues to improve its capabilities. Ticket field customization and validations could also be slightly more flexible, but the available features still meet most operational needs. Alternatives considered [Jira](https://www.capterra.com/p/19319/JIRA/)[ServiceNow](https://www.capterra.com/p/254088/ServiceNow/) Reason for choosing Freshservice We selected Freshservice due to its competitive pricing, ease of use, and clean graphical interface compared to more complex alternatives. Review Source Talk to a Capterra advisor for free and get results within 15 minutes.