# Freshservice Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Is Freshservice the right Managed Service Providers (MSP) solution for you? Explore 695 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 (695) 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 695 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 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 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 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 , 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 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 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 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 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, 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 ’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, 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 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 AM Akil M. Asst. Manager Information Services Used the software for: 1-2 years ### "Good Tool for Daily IT Management" March 26, 2026 5.0 Overall, my experience with has been very positive. It has helped us bring better control and consistency into our IT operations. The platform makes it easier to manage workloads, track issues, and ensure accountability across the team. From an Assistant Manager perspective, it has improved visibility into daily activities and team performance, which is very important. While there are a few areas for improvement, the benefits clearly outweigh the drawbacks. It’s a dependable tool that supports both efficiency and team collaboration in a practical way. Pros What I liked most about is how organized and reliable it feels in day-to-day operations. Managing tickets is very straightforward and the system helps keep everything in one place without confusion. The automation features have saved us a lot of time by handling repetitive tasks, which allows the team to focus on more important issues. The interface is clean and easy to understand, even for new users, which reduces training effort. I also found the reporting quite useful for tracking performance and identifying areas where we can improve. Overall, it brings structure and clarity to IT service management. Cons One area where could improve is in advanced customization. While basic setup is simple, making deeper changes sometimes requires extra effort or support. There are also occasional minor bugs or delays, especially when handling larger workflows, though they are not frequent. Additionally, pricing can feel a bit on the higher side as you scale and need more advanced features. Review Source tE trajkovi E. Principal Analyst Health, Wellness and Fitness Used the software for: 2+ years ### "Efficient, Intuitive, and Scalable ITSM Solution" March 25, 2026 4.0 My overall experience with has been very positive. It streamlines IT service management by combining ticketing, automation, and reporting in a single platform. Agents and end-users benefit from quick ticket resolution and clear workflows, while management can track performance and identify recurring issues. Freshservice’s flexibility, coupled with its intuitive design, allows teams to scale efficiently without sacrificing user experience. While setup of complex features requires some learning, the platform ultimately saves time, reduces errors, and improves overall IT service quality. Pros stands out for its intuitive and modern interface, making it easy for both IT staff and end-users to navigate. Automation features, such as workflow triggers and SLA management, significantly reduce manual tasks and improve efficiency. Integration with other tools in the Microsoft ecosystem allows seamless collaboration across platforms. Reporting and analytics are powerful, giving visibility into trends, ticket volumes, and agent performance. Overall, it feels flexible, scalable, and tailored to meet complex service desk requirements without overwhelming users. Cons While is feature-rich, some advanced functionalities can be difficult to configure initially, requiring time to learn the nuances. Certain reporting options, although detailed, are not fully customizable without extra effort, which can be frustrating for teams needing very specific data views. Notifications can sometimes be excessive, leading to alert fatigue. Additionally, integrating some legacy systems or less common tools can be challenging, requiring custom APIs or third-party connectors. Minor UI inconsistencies exist but do not hinder daily operations significantly. Review Source JC Josh C. Help Desk and System Admin Restaurants Used the software for: 1-2 years ### "Freshservice is worth a look into" January 15, 2026 4.0 Over all for the price its at it is worth looking into and doing a demo. I have been very impressed with new feature rollouts as well. Pros The ease of use. Was super easy to get set up and the support is excellent. We have loved the asset management system being able to tie it to tickets a purchase orders, that's been a big help when accounting asks where assets went. It has also streamlined our onboarding process. Cons There are some minor ui issues, and running reports can be a hassle to get the data you are looking for. Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Freshservice The price and built in asset management system Review Source TG Taylor G. Head of Product Computer Software Used the software for: 1-2 years ### "FreshService as a Support Portal" January 27, 2026 5.0 Easy to use, not cheap, but cost effective, and very extensible. Their account management and support teams are also quick to respond. Pros \- Easy to setup and administer - Can customize easily through self-service configuration - Custom workflows can easily be incorporated with plugins - Large marketplace of integrations - Multiple brand/product support - ITSM automation to automate/perform managed services, not only internal IT. - Customer portal is easy to maintain. Cons API limitations around QoS need to be better documented. New accounts can easily get locked if API usage is high. Is very much an ITSM system and my product support use-case isn't FreshWorks main target. Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Freshservice Ability to create custom plugins, price. Switched from [Jira](https://www.capterra.com/p/19319/JIRA/)[Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) To consolidate systems to provide better visibility to internal teams. 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 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 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 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 AS Andre S. IT-Systemadministrator Legal Services Used the software for: 1-2 years ### "IT-Systemadministrator" January 16, 2026 5.0 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 . Switched from [Microsoft SharePoint](https://www.capterra.com/p/1167/SharePoint/) It was highly customized and no longer up to date. 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. 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 . 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 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 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 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 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 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 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 has to offer and better understand its value early on. 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. 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 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 KP Kartik P. IT Manager Information Services Used the software for: Less than 6 months ### "Structured IT service management tool for better team control and visibility" March 31, 2026 5.0 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, 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 MN Michael N. Junior Systems Administrator Health, Wellness and Fitness Used the software for: 1-2 years ### "Support Review" March 16, 2026 5.0 My overall experience with has been great. Support is super helpful and I like notices of changes that have occurs or upcoming plans with the platform. Pros I like how easy it is to keep track of tickets and task using the dashboard. I like being able to attach equipment to tickets. Cons I wish the project section was better. It is hard to layout a project plan. Would like to have a discovery agent for phones. Review Source AD Akshay D. Devops Engineer Computer Hardware Used the software for: Less than 6 months ### "Efficient and User-Friendly ITSM Platform with Balanced Features" May 6, 2026 5.0 My overall experience with is positive, especially in terms of usability, setup speed, and day-to-day IT support operations. It provides a well-structured ITSM platform where teams can quickly start managing incidents, service requests, and changes without heavy configuration overhead. The ticketing system is efficient and intuitive, and features like automation rules, SLA management, and a self-service portal help streamline support workflows significantly. It also improves end-user experience by enabling quicker resolution through knowledge base articles and automated routing. On the analytics side, it offers useful but somewhat basic reporting, which works well for standard operational tracking but may require workarounds for advanced reporting needs. Similarly, while customization is good for most use cases, it may feel limited in more complex enterprise scenarios. Overall, Freshservice is a strong, easy-to-use ITSM solution best suited for teams that value speed of implementation, simplicity, and automation, rather than deep customization or highly complex enterprise workflows. Pros What I liked most about is its intuitive and clean interface, which makes it easy to manage tickets without a steep learning curve. The automation capabilities (like workflow automator and ticket routing) significantly reduce manual effort and improve response time. Cons What I liked least about is that some advanced customization options are limited compared to more enterprise-heavy ITSM tools. For complex workflows or highly specific business rules, you may eventually hit constraints in the built-in configuration options. Review Source CY Chandresh Y. AVP-IT Financial Services Used the software for: 1-2 years ### "Freshservice Stand Out - AI-Powered Service Desk." March 12, 2026 5.0 It empowers IT teams to be more efficient without drowning them in complexity a rare combination in ITSM platforms. Pros The most impressive aspect of is its ability to combine enterprise-grade IT service management with simplicity—offering automation, AI-powered assistance, and a clean interface that reduces complexity while improving efficiency. Cons The least appealing aspect of is that many of its advanced AI-powered features (like Freddy AI automation) are locked behind higher-tier enterprise plans, making them inaccessible to smaller organizations. Additionally, users often cite limitations in customization, API rate caps, and occasional performance bottlenecks. Review Source MD Mark D. Director of Operations Information Technology and Services Used the software for: 6-12 months ### "Director of Operations" January 21, 2026 5.0 We use both internally and for our SMB clients. We are only 1 year into our use, but the tool has done what we need it to do. Pros The tool scales in terms of complexity and has show consistent improvement. The flexibility to use either as a company or an MSP was handy as we use it both ways. Cons 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. Not just a issue, whose interface is modern and usable. 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.