# Page 2 | Freshservice Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 2 - 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 # Page 2 - Reviews of Freshservice ## Showing most helpful reviews Showing 26-50 of 724 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use 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 Praphul Kumar P. Tech lead sr System Admin Insurance Used the software for: 2+ years ### "Efficient, User-Friendly ITSM Tool with Strong Automation Capabilities" March 17, 2026 5.0 Overall, my experience has been very positive. Handling the entire platform alone as a Tech Lead has been manageable due to its ease of use and automation capabilities. 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. Pros Freshservice offers great value for money considering the wide range of features it provides, especially for ITSM operations. As a Senior System Admin managing the tool independently, I’ve found it very easy to use and highly customizable. The interface is intuitive, which makes onboarding new users simple. Workflow automation, SLA management, and service catalog setup have significantly improved efficiency and reduced manual effort. Task and workflow management are strong, allowing me to streamline processes across different teams effectively. It also supports decent collaboration by keeping all ticket communication and updates centralized. Cons There are occasional bugs and glitches, especially when dealing with complex automations or API integrations. Reporting and advanced customization could be improved further, as some use cases require workarounds. Customer support is helpful but can sometimes take time to resolve more technical or edge-case issues, which can be challenging when you’re the only one managing the system. Switched from [ServiceNow](https://www.capterra.com/p/254088/ServiceNow/) Managing Freshservice is very easy in compair to servicenow Review Source TJ Tomas J. Senior EUC Specialist Computer Software Used the software for: 2+ years ### "Freshservice review" May 25, 2026 5.0 Overall? Great? Customer support is mostly responding quite quickly. From time to time was unclear expectation on my end when something will be fixed. Also there could be a bit more of face to face customer interactions. Pros Freshservice is extremely easy to use for L1/L2 IT helpdesk Agents. Quite good value for money too. Perfect system ergonomy while using the main (basic) setup (Incident, Change, Problem, Project, Task, CMDB...) Cons Quite often there are great ideas with poor implementation. Sometimes I am not sure if/how product team works with development. Sometimes more user testing would be needed. Alternatives considered [ManageEngine ServiceDesk Plus](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/)[Cherwell Service Management](https://www.capterra.com/p/121158/Cherwell-Software/)[EV Service Manager](https://www.capterra.com/p/124331/EasyVista/)[Remedyforce](https://www.capterra.com/p/110648/BMC-Remedyforce-Service-Desk/)[JIRA Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/) Reason for choosing Freshservice Best score based on our internal research Switched from [ManageEngine ServiceDesk Plus](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/)[Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/)[Remedyforce](https://www.capterra.com/p/110648/BMC-Remedyforce-Service-Desk/)[ServiceNow](https://www.capterra.com/p/254088/ServiceNow/) Various systems being used across the company. Review Source Jason F. Service Desk Manager Construction Used the software for: 2+ years ### "Great for a first bike, but you'll grow out of it." May 29, 2026 3.0 It's an excellent tool if you're looking for low maintenance/hassle with an ITIL-aligned ITSM tool. But the moment you want to become a power user and start customizing and evolving the tool to meet your specific needs, you either need to be prepared for disappointment or evaluate something more powerful. Pros The turnkey nature of Freshservice is highly desirable for teams and organizations that can't justify spending either a lot of time or payroll on a full/part-time developer. The low to no code environment allows for you to immediate spin up modules and begin processing incidents, requests, etc. The built-in analytics tools allow you to create customized dashboards and reporting for strategic planning on operational metrics. Cons As with any turnkey SaaS product its greatest strengths are also the product's greatest weakness. Want to take Fresh's framework and tweak it a bit to meet your needs? Nope. Do you want to customize components of a module entirely operating within the expected limitations of an ITIL product? Negative. Have a feature request? You can submit to the backlog but it might be years before a version of it becomes a reality. Review Source RB Rajneesh B. Senior ITSM Consultant Information Technology and Services Used the software for: 1-2 years ### "Freshservice: Powerful ITSM Made Simple and Intuitive" May 17, 2026 5.0 The overall experience coming from the legacy ITSM solution, we admire the centralised configuration such as Business rules, Workflows. They are easy to understand by Service Delivery Lead, useful when an existing workflow needs changing/update. Freshservice is easy to setup and fairly easy to use by Agents, requesters. The bundle service catalog offering is much used and appreciated. Freshservice newer Journey is very much liked by IT and business teams. Overall, Freshservice keeps adding new features, they had a recent newer feature rolled out in May 2026, which has added much value to the IT Service delivery. We admire that they keep innovating Freshservice not only for IT, but for Business teams as well. Pros Freshservice always innovate their ITSM core solution offering. Their Freddy AI offering is helping agents in analysing the long jumbled queries/issues reported by requesters. The out-of-box capabilities of Frshservice such as Orchestration, workflows are much loved by everyone, they are easy to understand and make use of. Not only the IT team, but Business teams such as ‘People & Culture’, ‘Payroll’ adore the workflows. Making an agent group restricted is much loved by ‘Finance’, ‘Payroll’, ‘People & Culture’, as the restricted feature ensures tickets from these departments are only visible to the selected teams. Cons Nothing at all. Freshservice has a robust roadmap, they take non-attended features in the product future roadmap and do update their clients when the feature is rolled out. Nothing to dislike about Freshservice Switched from [ManageEngine ServiceDesk Plus](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/) ManageEngine ServiceDesk Plus is not easy to configure, such as for each and every requirement, we had to write scripts. Freshservice on the other hand offers intuitive workflow plus the options ot use API for complex requirement Review Source JK Justin K. Director Of Support and Data Center Operations Education Management Used the software for: 2+ years ### "An all-in-one powerhouse" May 21, 2026 5.0 Overall, Freshservice has been an excellent IT service management solution for our team. Having our knowledge base articles, ticketing system, project management, and asset tracking all integrated into one centralized platform is incredibly convenient. It eliminates the need to jump between different tools, streamlining our workflows and keeping our IT operations organized. While the article text editor has room for improvement, the platform's comprehensive all-in-one nature far outweighs that minor hurdle. Pros What I like most about Freshservice is the seamless ability to link knowledge base articles directly to tickets. This feature significantly speeds up our resolution times and improves agent efficiency. Instead of manually searching or rewriting solutions, agents can quickly attach relevant documentation to a ticket with just a few clicks. It not only streamlines team collaboration but also empowers our end-users by providing them with clear, actionable self-service articles directly within their support requests. Cons Formatting the knowledge base articles can be a little rough. The text editor can sometimes feel clunky or inconsistent when trying to align images, adjust fonts, or maintain clean styling across different articles. It requires a bit more manual tweaking than it should to get the articles looking exactly how we want them before publishing. Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) We switched from Zendesk because we needed an all-in-one software solution. Zendesk was good for ticketing, but we wanted a single platform that could seamlessly handle our knowledge base, asset management, and project management altogether without needing to bounce between different tools. Review Source DK Deep K. Marketing Manager Marketing and Advertising Used the software for: 2+ years ### "A Reliable ITSM Platform That Gets the Basics Right" May 27, 2026 5.0 Freshservice is a cloud-based ITSM platform that strikes a practical balance between functionality and usability. Its clean interface and short learning curve make onboarding straightforward, and the core modules — incident, problem, change, and asset management with a built-in CMDB — cover most day-to-day IT operations without heavy configuration. Automation and integrations help consolidate fragmented tooling, and reporting dashboards give decent operational visibility. The trade-offs show up at the edges: advanced customization, deep reporting, and complex integrations can feel constrained, often requiring workarounds or higher-tier plans. AI-assisted features are improving but not consistently reliable. Overall, it's a strong fit for small and mid-sized IT teams; larger enterprises with complex needs may find it limiting. Pros \-Clean, straightforward interface that doesn't require much training to become productive — not over-architected like some competitors, which makes onboarding fast for IT teams. -Strong core ITSM coverage out of the box — incident, problem, change, and asset management plus a CMDB on a single platform, so teams can consolidate fragmented tooling. -Automation of ticketing and asset tracking reduces manual work and downtime, which is the most commonly praised efficiency win. -Centralizes requests and offers solid collaboration through integrations, helping teams move off patchwork tools (separate ticketing, asset, and PM systems). -Real-time reporting and dashboards support data-driven decisions, and the platform is GDPR-compliant with SSO, role-based access, IP whitelisting, and MFA available. -Generally seen as offering good value relative to ServiceNow and Jira Service Management, especially for small and mid-sized IT teams. Cons \-Custom workflows can feel limiting on the base tier, particularly for more advanced automation — you often need to move up a plan to unlock what you actually need. -Advanced customization is less flexible than expected; tailoring reports to non-standard data points often requires workarounds. -Reporting is restrictive — users note you can't always pull the views you want (for example, reports on conversations or replies). -Large data imports can get stuck, which isn't a problem seen as often in competing tools. -AI features, while improved, still misclassify or escalate nuanced requests incorrectly. -Integrations with external systems can be complex and may require specialist skills; scaling to very large enterprises can expose limits in handling peak ticket volumes. -Pricing perception varies — some smaller buyers in recent Capterra reviews flagged value-for-money concerns at higher tiers. 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 EG Erin G. Director of IT Religious Institutions Used the software for: 2+ years ### "A Solid All-in-One Platform with Room to Grow" May 20, 2026 4.0 Overall, our experience with Freshservice has been positive. Compared to other ticketing platforms we’ve used in the past, Freshservice has been much more open to customer feedback and willing to improve the platform over time. While some issues and feature requests move slowly, we have seen progress and responsiveness from their team. The biggest value for us has been the flexibility of the ticketing system, the reporting capabilities, and the ability to centralize multiple operational functions into one platform. We’re also excited about the future AI integrations and how those may continue improving workflows and efficiency moving forward. Pros Freshservice does a great job bringing many tools into one platform. The ticketing system is by far the strongest aspect of the product and has been flexible enough for us to customize around our environment and workflows. Reporting has also been a standout feature, allowing us to create meaningful dashboards and track data effectively. We also appreciate having asset management, onboarding journeys, project management, and automation tools all in one place rather than managing multiple systems. The ability to brand the platform to match our organization has been a nice touch as well. Cons Because Freshservice offers so many modules and features, we’ve experienced a fair amount of bugs and slower development timelines for improvements and fixes. Some features feel more polished than others. The project management module, while helpful to have included, can feel clunky and less intuitive compared to dedicated project management tools. We’ve also experienced issues with integrations and workflows, including Slack form auto-fill problems, limited SLA dashboard widgets, and bugs within the onboarding journey process that have slowed adoption. Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) It didn't scale properly and they weren't able to adapt to our needs Review Source CK Chris K. Senior Director Global Ops and Support Media Production Used the software for: 2+ years ### "They are actually Uncomplicating it for their customers" March 12, 2026 5.0 Excellent, they have actually uncomplicated ITSM and Enterprise Service Management. We moved from a market-leader, which was cumbersome, expensive, and nearly impossible to manage without a large, dedicated team. Pros Very affordable compared to competitors. It is easy to manage, maintain, and develop without a dedicated team, which is very helpful! Cons Some features/enhancements take years to implement. We've had enhancement requests that are system-wide, not specific to us as a customer and they still haven't been rolled out after 3-4 years of being on their 'Roadmap'. Alternatives considered [Ivanti Neurons for ITSM](https://www.capterra.com/p/193225/Service-Desk/)[JIRA Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Freshservice Seemed like we'd be able to get more value out of the system for our company, and it was significantly cheaper without compromising on the functionality we needed. Switched from [ServiceNow](https://www.capterra.com/p/254088/ServiceNow/) Too difficult to manage/enhance. Significantly more expensive. Poor customer management. Felt like a hostage during negotiations not a customer/partner. Review Source MM Mahesh M. IT Security Engineer Information Services Used the software for: 2+ years ### "Reliable ITSM tool with Strong Automation and Clean UI" March 16, 2026 5.0 Overall, my experience with Freshservice has been very positive & Great. It provides a reliable ITSM platform that simplifies incident management processes. The UI is well designed and feels modern, making navigation and daily operations easier for IT teams. The ticketing system is well organized, automation features help reduce manual workload and the platform offers good visibility into IT operations. It also supports better collaboration between IT teams through centralized request tracking and workflow management. With proper configuration, Freshservice can significantly improve service delivery efficiency and operational control. Pros Freshservice provides a well-structured ITSM platform with a clean UI and smooth ticket lifecycle management. Incident, problem, and change management workflows are easy to configure and help standardize support operations. Automation rules and workflow orchestration reduce manual effort and improve response efficiency. The platform also integrates well with other tools, which helps maintain better visibility across IT operations. Overall, it improves team collaboration, request tracking, and service delivery performance. Cons Some advanced configurations require time to understand, especially when setting up complex workflow automations and integrations. Reporting customization can also be limited for organizations that require very detailed analytics. Initial setup for large environments may require careful planning to properly configure service catalogs, asset management, and automation rules. Alternatives considered [ManageEngine ServiceDesk Plus](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/) Reason for choosing Freshservice We compared Freshservice with ManageEngine ServiceDesk Plus. Freshservice stood out because of its modern UI, easier configuration and better automation features. It was simpler for our team to adopt and manage daily IT support operations. Review Source TR Tushar R. Support Team Lead Information Services Used the software for: 2+ years ### "Well-structured platform for managing IT support teams efficiently" March 30, 2026 5.0 Overall, the experience has been steady and reliable. It has improved how we manage incoming requests and distribute work across the team. From a management point of view, it gives better control over SLAs and performance tracking. Once the system is properly configured, it supports daily operations without much friction and helps maintain consistency in support delivery. Pros From a team lead perspective, Freshservice helps keep support operations organized and predictable. The ticket flow is clear, and it’s easy to track who is handling what. Features like SLA tracking and automation reduce follow-ups and help the team stay aligned. It also gives good visibility into workloads, which makes it easier to manage the team during peak hours. Cons Initial setup and fine-tuning workflows can take some time, especially when aligning with existing processes. Reporting is useful, but more flexibility in customization would help for deeper analysis. Also, cost can be a factor when scaling the team. Alternatives considered [ServiceNow](https://www.capterra.com/p/254088/ServiceNow/) Reason for choosing Freshservice We evaluated ServiceNow, but Freshservice felt easier to adopt for our team. The interface is simpler, and setup required less effort compared to other tools. It fit better with our current workflow and was quicker to implement. Review Source 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 Freshservice 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 Freshservice 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 Freshservice 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 MI Marika I. Service Desk Lead Maritime Used the software for: 2+ years ### "My honest review for Fresh service " May 15, 2026 4.0 My overall experience with Freshservice has been very positive, although there are still areas that could be improved. One enhancement that would be very helpful is more flexible and user-friendly reporting, especially for tracking updated or worked-on tickets. For example, having an easier way to generate reports showing all tickets an agent has touched within a weekly or monthly period would greatly improve operational visibility and performance tracking. Currently, this option seems limited or not easily accessible within Analytics. Pros One of the features I really love in Freshservice is the execution scenarios that can be manually configured to help automate tasks and make ticket handling much faster and more efficient. I also appreciate the new AI capabilities, especially the AI-generated email responses, which help improve response time, consistency, and overall productivity for Service Desk operations. Cons One area I would like to see improved in Freshservice is the Knowledge Base functionality. It would be beneficial to have more category and classification options to better organize KB articles, especially for larger environments with multiple support groups and services. Additionally, adding more customization and formatting features would help make KB articles more visually appealing, engaging, and easier for end users to follow. Switched from [ServiceNow](https://www.capterra.com/p/254088/ServiceNow/) We transitioned from ServiceNow to Freshservice approximately four years ago as part of our effort to improve and modernize our IT Service Management operations. Since the transition, Freshservice has provided a more user-friendly and intuitive platform for both agents and end users, helping streamline ticket management, service requests, and overall support operations. The platform has also continued to evolve over the years, especially with the addition of AI-driven features and automation capabilities that help improve efficiency, response times, and user experience across the Service Desk. Review Source LF Lex F. Platform Admin Logistics and Supply Chain Used the software for: 2+ years ### "Freshservice is now boosting its AI features for ITSM" May 15, 2026 4.0 Last year, I have rated Freshservice with below expectation ratings due to restricted platform customization. However, this year the platform made significant improvements and their enhancements sky-rocketed our agent and user experience. Pros 1\. ease of use, and its ready-to-use functionalities 2. they have seamless updates every month with no disruption or downtime 3. their self-service portal is now AI-generated response enabled Cons 1\. no access to back-end tables 2. if the functionality is not available, there is no way for customization. you have to wait for a feature enhancement Alternatives considered [BMC Helix ITSM](https://www.capterra.com/p/164195/Remedy-IT-Service-Management/) Reason for choosing Freshservice The alternatives were not suited for our use cases. Switched from [ServiceNow](https://www.capterra.com/p/254088/ServiceNow/) The license cost is too expensive Needs more than two platform admin Platform upgrades requires too much efforts Review Source RM Rakesh M. Senior IT Infra Executive Information Services Used the software for: 2+ years ### "Reliable Help Desk Platform for Managing IT Operations" March 19, 2026 5.0 Our overall experience with Freshservice has been good so far. It provides a stable ITSM platform for managing incidents, service requests, and changes in a structured way. The interface is user-friendly and automation helps streamline operations. It has improved how our team tracks and resolves issues while maintaining better control over service delivery. Pros Freshservice offers a clean and intuitive interface that makes it easy for teams to manage daily support tasks. Ticketing system is well structured and features like automation, SLA policies and workflow customization help reduce manual effort. It also integrates smoothly with other tools, which improves visibility across IT operations. Cons Some advanced configurations, especially for workflows and reports, can take time to fully understand. Pricing may feel slightly higher compared to other tools, particularly for smaller teams or when scaling. 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 Freshservice 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 Freshservice 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 Freshservice 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 JC Jeff C. IT Assistant Manager Health, Wellness and Fitness Used the software for: 1-2 years ### "Excellent IT Service Management Platform with an Outstanding User Interface" May 15, 2026 5.0 My overall experience with Freshservice has been extremely positive. The user interface is modern, clean, and very easy to navigate, which made adoption simple for both IT staff and end users. Ticket management, automation, and asset tracking are all well organized and help streamline day-to-day operations. I especially appreciated how responsive and reliable the platform is, along with the flexibility to customize workflows and reporting based on business needs. Freshservice has helped improve efficiency, communication, and overall service delivery within the IT environment. Pros What I liked most about Freshservice was how intuitive and user-friendly the platform is for both IT teams and end users. The clean interface, powerful automation features, and easy ticket management made daily operations much more efficient. I also appreciated the strong asset management capabilities and how seamlessly Freshservice integrates with other business tools. The reporting and workflow customization options helped improve response times and overall service quality, while the cloud-based setup made deployment and management simple. Overall, Freshservice provided an excellent balance of functionality, reliability, and ease of use. Cons One aspect I liked least about Freshservice was that some advanced features and customizations can take time to fully learn and configure, especially for larger environments with more complex workflows. Certain reporting options and automation rules could also be more flexible without requiring additional setup. In some cases, pricing for higher-tier features and add-ons may become costly as organizations grow. However, these were relatively minor compared to the overall value and functionality the platform provides. Switched from [osTicket](https://www.capterra.com/p/125118/osTicket/) Better application needed to meet our growing needs Review Source BV Brad V. Professional Services Consultant Information Technology and Services Used the software for: 1-2 years ### "I would recommend Freshservice" May 15, 2026 5.0 My overall experience has been very positive. I've configured other ITSM platforms and have found them much more confusing and complicated. Pros The software is easy to use and implement. For my part as implementor it was easy to learn and am happy to have it in my knowledge base. Cons The field number limitations. Often time as an example I need more than 10 paragraph fields in a Service Item. It would be nice to not have to be concerned about field limits. Review Source WA Werner A. IT Support Non-Profit Organization Management Used the software for: 1-2 years ### "Freshservice - a game changer" February 17, 2026 5.0 Overall we are happy with the product and we are exploring the different modules and building it out further as it has so many aspects to it. Pros The Ease of getting it set up and the impact it made on our day to day IT support process - the Knowledge base is also a winner and we love the custom portal. Cons Some of the app integrations are complicated to set up and can be a little janky at times. There are also some finer automation things that take some time to learn. Switched from [Hiver](https://www.capterra.com/p/142975/Hiver/) Was not giving us the needed modules that we need for what we wanted to do. Also we outgrew this application Review Source MD Marcos D. Governança de TI Higher Education Used the software for: Less than 6 months ### "Gestão de TI" February 27, 2026 4.0 Em geral a experiencia é muito boa pois o FreshService é de fácil uso e entendimento, o que é um ponto muito importante para a organização. Pros a parte mais focada em ITSM é muito bom, faz uma boa gestão de Service Desk com atendimento aos chamados, na gestão de Mudanças, incidentes e problemas também é muito bom. Cons No módulo de projetos o Freshservice ainda trabalha de forma básica e carecemos de uma evolução neste modulo. Outro item que o FreshService que ainda necessita de evolução são os Relatórios que ainda não trazem boa flexibilidade de uso. Alternatives considered [ServiceNow](https://www.capterra.com/p/254088/ServiceNow/)[HaloITSM](https://www.capterra.com/p/200140/HaloITSM/) Reason for choosing Freshservice Todos tinham seu pontos fortes e fracos, foi escolhido o FreshService através de um comitê porque era o melhor tinha os pontos fortes e fracos acentuados e pela facilidade de uso também. Review Source JM Jessica M. IT Manager Construction Used the software for: 2+ years ### "Best ticketing system we have used to date!" January 20, 2026 5.0 Freshservice has been a strong and reliable ITSM platform for our organization. It has enabled us to standardize processes, automate repetitive work, and scale support across multiple departments with a lean team. While there is a learning curve for advanced features, the overall value and stability of the platform have exceeded expectations. Pros Freshservice is intuitive and easy to use while still being powerful. The automation capabilities, customizable workflows, and self-service options have significantly reduced manual effort for our team and improved response times for end users. Cons Some advanced configurations and reporting features have a learning curve, and certain customizations require time to fully optimize as the platform scales. Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Freshservice cost and functionality was better with fresh Switched from [BMC Helix ITSM](https://www.capterra.com/p/164195/Remedy-IT-Service-Management/) tool was expensive and not easy to use it was also owned by UK 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 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 JS Jeremy S. IT Project Manager Real Estate Used the software for: 2+ years ### "Freshservice Delivers a Great Product at a Good Price" January 15, 2026 4.0 Freshservice is one of the best IT ticketing systems I've used overall, and is integral to our IT team's workday. Pros Ticket management, automations, integration with change management and asset association with users. Entra integration was easy and it's great to have a system that can both build users, and import them automatically into Freshservice when created. Cons RMM integrations are lackluster, hopefully the Device42 acquisition will change that, as we would love to get off Atera and have a more unified system. Some bugs that cause annoying alerts to be generated. Workflow Automator could be improved greatly both from a UI and workflow standpoint. Alternatives considered [NinjaOne](https://www.capterra.com/p/184229/NinjaOne/) Reason for choosing Freshservice Better pricing and featureset was relevant Switched from [Mojo Helpdesk](https://www.capterra.com/p/128650/Mojo-Helpdesk/)[Freshdesk](https://www.capterra.com/p/124981/Freshdesk/) More features, better quality product, ease of use 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.