# Page 3 | Freshservice Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 3 - Is Freshservice the right Managed Service Providers (MSP) 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 3 - Reviews of Freshservice ## Showing most helpful reviews Showing 51-75 of 724 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use 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 AT Adam T. Team Lead Financial Services Used the software for: 1-2 years ### "working with freshservice" May 21, 2026 4.0 Overall, my experience with has been positive, particularly in how it supports service desk operations and continuous improvement initiatives. It provides a solid platform for managing tickets, automating processes, and driving consistency across the team. One of the key strengths has been its flexibility around workflows and automation. I’ve been able to use this to streamline ticket routing, build escalation paths, and automate routine operational and security tasks such as onboarding, offboarding, and access management. This has reduced manual effort and allowed the team to focus more on higher-value technical work, aligning with our broader goal of improving efficiency and service quality Pros One of the key strengths of is its workflow automation capabilities. The ability to create and configure workflows makes it much easier to automatically route tickets to the correct teams or individuals based on defined conditions such as category, priority, or requester. This significantly reduces the need for manual triage and helps ensure tickets are handled by the right people from the outset. Cons “Overall, is a solid ITSM platform with good core functionality, but I’ve found that some areas feel a bit limited in terms of flexibility and customisation—particularly when trying to build more advanced workflows or tailored user experiences. Additionally, there are occasional quirks or bugs in the GUI that can slow things down or require workarounds, especially when configuring more complex automations. That said, it’s still a reliable platform for day-to-day service management.” 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 Hana Ř. Leader of inventory Accounting Used the software for: Less than 6 months ### "Simple IT service tool that works well for teams" May 16, 2026 4.0 My overall experience with has been positive. It is a reliable tool for handling support requests and basic IT service management. It helps teams stay organized and respond faster to issues. However, it may not be the best option for very advanced or highly customized setups. Pros What I like most about is that it is easy to use and well organized. It helps manage IT tickets and requests in a clear way, so nothing gets lost. The interface is simple and easy to understand, even for new users. Cons What I like least is that some advanced features are only available in higher-priced plans. It can also feel a bit limited for very complex workflows or large companies. Switched from [Trello](https://www.capterra.com/p/211559/Trello/) I switched from basic email support and a simple help desk tool like Zendesk, and also from tracking requests in spreadsheets. 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 SD Stefan D. Senior IT Tehnician Health, Wellness and Fitness Used the software for: 2+ years ### "Reliable and user friendly ITSM with powerful automation capabilities" March 20, 2026 5.0 Very positive. It streamlined support workflows, improved response times, and made daily IT operations much easier to manage. It’s reliable, scalable, and fits well into a growing IT environment with evolving needs. Pros Easy ticketing, clean UI, and strong automation. It saves time on repetitive tasks, reduces manual work, and keeps everything organized without much effort. The interface is intuitive, so onboarding new users is quick and efficient. Cons Reporting could be more flexible, and some advanced configurations feel limited or not very intuitive. Customization options in certain areas require workarounds, and deeper insights sometimes need extra effort to extract. Review Source CR Carlos R. Systems Engineer Non-Profit Organization Management Used the software for: 2+ years ### "A product that keeps up with the time. " May 18, 2026 4.0 I like that the product keeps evolving with the market trends and customer expectations. It's easy to trust the development will meet our needs. Pros Easy to use, even for the more complicated functions we setup in our subscriptions it wasn't long before we went from request to solution. Support with the product is exceptional. Cons Certain 3rd party connectors (Workday) are cost prohibitive to adopt. The amount of runs that are needed to get a simple action to accomplished is too much for the medium and small size organizations. Alternatives considered [ServiceNow](https://www.capterra.com/p/254088/ServiceNow/) Reason for choosing Freshservice easier to use when creating and modifying workflows Switched from [Ivanti Neurons for ITSM](https://www.capterra.com/p/193225/Service-Desk/) Too difficult to create\\modify workflows Review Source LB Lucas B. IT Service Desk Analyst Financial Services Used the software for: 6-12 months ### "Simple, Reliable, and Easy to Use" February 19, 2026 4.0 My overall experience with has been very positive—it strikes a great balance between being powerful enough for complex ITSM needs and simple enough that teams can adopt it quickly. The interface feels modern and intuitive, the workflows help eliminate a lot of manual effort, and having incidents, service requests, assets, and automation all tied together creates a smooth, cohesive environment. While there are moments where you bump into feature limitations or paywall‑gated capabilities, the day‑to‑day usability and the clarity it brings to IT operations make it a genuinely helpful platform to work with. Pros ’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 Cons The thing I liked least about is that some of the more advanced features—especially around automation, asset discovery, and customization—can feel a bit limited unless you move up to higher‑tier plans, which makes it harder for smaller teams to fully leverage the platform. 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. Review Source MJ Mayank J. Global IT Service Delivery Manager Marketing and Advertising Used the software for: 2+ years ### "Freshservice - value for money" May 21, 2026 5.0 overall is fine. Good product which adds value for money. keep rolling out new features. We just bought AI freddy and enterprise license. Hope it simplifies more. Pros user interface, customer support and easy to build workflows. Service catalogue is pre defined and easily understandable Cons 1 major feature missing is - you cant fetch report of Agent availability. In case you want to review specific agent availability for a day (with auto assignment on), you can't do that. 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 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 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 WM William M. IT Technician - Process Improvement Telecommunications Used the software for: 1-2 years ### "It's great, but could be better." May 20, 2026 4.0 Overall I'm able to do what I need to do. Sometimes I require a compromise and longer method to get it done, but it can get done. The customer support is decent, typically fairly swift and helpful. FreddyAI is not always helpful, often doesn't understand context. Pros The product is fairly versatile, reasonably user friendly. Ticket management is well done. Workflows are good, have great functionality. Cons Malfunctioning features, outdated documentation, unclear access to specific items. There's this issue I keep running into where I try to modify a form and it rejects the modification. I'll delete a field for example, and replace it with a different field, but it won't save cause it ignores the delete and remembers the name, so it refuses over duplicate. Review Source AC Ajay C. EUS Engineer Information Technology and Services Used the software for: 1-2 years ### "Practical tool for managing IT support tickets efficiently" March 29, 2026 5.0 Overall, it has been a reliable tool for daily support activities. It helps manage incidents and requests in a structured way, which reduces manual effort. From a support engineer point of view, it improves response time and makes tracking easier. Once everything is configured properly, it becomes part of the daily workflow without much issue. Pros From a support perspective, makes it easier to handle multiple tickets without confusion. The ticket view is clear, and it’s simple to track status, priority, and updates in one place. Automation helps reduce repetitive work like assigning tickets or sending updates. It also gives enough visibility to quickly understand user issues and take action. Cons Some configurations, especially workflows and reporting, need time to set up properly. It’s not very complex, but it’s not fully straightforward either. Also, when handling a large number of tickets, the interface can feel slightly slow at times. 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 ARS Abdul Rehman S. Director Information Technology - Service Delivery and Engineering Information Technology and Services Used the software for: 1-2 years ### "User-Friendly ITSM Solution with ease Automation" March 24, 2026 4.0 Overall, my experience with has been very positive. It has helped streamline our IT service management processes, improve efficiency through automation, and enhance visibility across operations. The platform is reliable, easy to use, and has supported our growing requirements effectively. Pros User-friendly interface, strong automation for ticketing and SLAs, and excellent asset management/CMDB capabilities. Cons Customization can be somewhat limited for complex workflows and reporting needs. Some advanced features require additional configuration, and pricing is on the higher side as you scale Review Source RV Rogelio V. ITSM Admin Consumer Goods Used the software for: 2+ years ### "A great tool!" January 20, 2026 5.0 For some years, my experience has been great, adding new modules like Freshcaller and more Freddy AI integration. The users like it and it is a great and easy tool to manage Pros Ease of use, flexibility, and support. Is great value for the money. Pretty easy to manage and configure and has a lot of option Cons The Analytics module. I think it is too complicated and not straightforward. The cost is high for some modules, but the basic product is really good Switched from [ManageEngine ServiceDesk Plus](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/) Cost and ease of use, the previous was good but Fresh offers more options Review Source VJ Viviana J. Helpdesk Computer Software Used the software for: 1-2 years ### "FreshServices es una gran herramienta." January 15, 2026 4.0 En general la experincia ha sido muy buena, ha sumado mucho en mi operación. Quisiera mejorar en los puntos mencionados anteriormente. Pros Me ha gustado mucho poder tener automatizaciones con los workflows y la interfaz grafica de gestion de tickets. Cons No me gusta que tiene limitantes grandes en la generación de informes y métricas en cuanto a las interacciones indiviudales de cada usuario sobre los tickets. Ya que sólo se obtiene información del agente asignado finalmente al ticket. Pero a veces varios agentes apoyan un mismo ticket. Por otro lado, no me gusta que los articulos no se pueden filtrar u organizar por fecha de creación y fecha de publicación, eso retrasa mucho la gestión de articulos. Switched from [HubSpot CRM](https://www.capterra.com/p/152373/HubSpot-CRM/) La herramienta anterior me limitaba mucho Review Source RV Rahul V. Sr. Manager Information Services Used the software for: Less than 6 months ### "Clean and practical solution for ITSM" March 29, 2026 4.0 My overall experience has been great. It helps keep support requests organized and improves response time. The system is reliable for managing incidents and service requests, and it reduces confusion compared to handling things manually. Once everything is set up properly, it becomes easier to manage workloads and track progress. It has definitely helped improve our internal support process. Pros makes it easy to manage day-to-day IT support without much complexity. The interface is simple and doesn’t take long to get used to. Ticket handling is smooth, and features like automation and SLA tracking help reduce manual follow-ups. It also gives a clear view of ongoing issues, which helps the team stay organized. Overall, it works well for handling support operations in a structured way. Cons One thing I noticed is that some advanced features take time to configure properly, especially when setting up workflows or reports. It’s not difficult, but it needs some initial effort. Also, pricing can feel a bit higher when compared to similar tools, depending on the plan you choose. 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 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 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 SB Shivraj B. IT MANAGER Mechanical or Industrial Engineering Used the software for: 2+ years ### "A Versatile ITSM Solution for Long-Term Business Growth" January 15, 2026 5.0 I have been using for over five years as both an IT agent and an administrator. I’ve made many customizations based on our business requirements, which have been very beneficial for our company. It is a truly great product with excellent service. Pros 1\. Customisation is very easy without any coding. 2. Analytics option is also great features. 3. Smart filtering options Cons 1\. Agent responses are not coming while exporting the tickets. 2. Descriptions field for service tickets is not proper Review Source TZ Tarik Z. IT Health, Wellness and Fitness Used the software for: 2+ years ### "Efficient ITSM Platform with Strong Automation and Reporting Capabilities" April 1, 2026 4.0 Overall, has been a reliable and efficient IT service management platform. It has helped streamline incident management, improve SLA compliance, and enhance team productivity. While there are some areas for improvement, it remains a strong choice for organizations looking to mature their ITSM processes. Pros The automation capabilities and workflow customization are the standout features. Combined with strong reporting and asset management, it provides a comprehensive ITSM solution. Cons Pricing can be a barrier for smaller teams, and some advanced configurations (especially API-related or complex workflows) require deeper technical knowledge. Reporting could also be more flexible. Review Source AL Alexander L. Senior Systems Administrator Computer & Network Security Used the software for: 2+ years ### "Best ITSM tool on the market" February 12, 2026 5.0 Overall, I have loved using . Getting users to submit ticket is painless compared to our old Dynamics based in house ticketing tool. Pros is not over-architected like some products, and it’s simple and easy to get using right away. The interface is clean, straightforward, and doesn’t require a lot of training to become productive quickly. Cons Custom workflows can be a little limiting on the base tier, especially if you need more advanced automation, but nothing show stopping. For most standard ITSM needs, it still works well overall. Switched from [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/) Too limited the ITSM program we wanted to run here. Review Source TK Tejan K. Sr IT Infra Executive Information Technology and Services Used the software for: 2+ years ### "Excellent tool to use helpdesk and ticketing tool purpose " April 17, 2026 5.0 Overall experience is very good but services is more complicated to non technical person we suggest to freshserve team please check the portal for user friendly for non technical person if you are tech person this product is good for you. Pros We Used in our company the product is team collaboration and we manage easly ticket management and we costimiz the roles and flow it will very help and good services we giving customer support to clients and clients are also happy to use ticket system Cons as per the comparative the product services are more expensive to others and more ticketing portal is now complicated to use but it is usefull for client. Review Source 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 FA Frank A. Digital Services Manager Higher Education Used the software for: 2+ years ### "Frank's Review" January 20, 2026 4.0 Very happy with the product overall. The connector apps are very useful - especially for asset matching to vendors warranty sites like with Dell. Pros The Service Desk and Asset Management modules are great to use. It gives better insight into assets. Cons The reporting and analytics are a bit difficult to configure and don't give enough options to do in-depth filtering. Alternatives considered [ServiceNow](https://www.capterra.com/p/254088/ServiceNow/) Reason for choosing Freshservice The price for Service Now was well outside our budget. Switched from [Ivanti Neurons for ITSM](https://www.capterra.com/p/193225/Service-Desk/) Wanted something cloud-based at the time and had the easiest migration path and suitable functionality. 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 ## 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.