# Page 4 | Freshservice Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 4 - 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 4 - Reviews of Freshservice ## Showing most helpful reviews Showing 76-100 of 724 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use BF Brandon F. Service Desk Supervisor Construction Used the software for: 2+ years ### "Simplifying IT Support with Freshservice: My Experience" July 22, 2025 5.0 I was completely new to when we rolled it out back when I was at Blue Ridge Power from 2021 - 2024. We didn't have a ticketing system at the time and were definitely enterprise level so we needed something to accommodate our size. Freshservice was an excellent product that we were able to integrate into almost every aspect of our business. While it was mainly a IT platform, several other teams used it. It's a great product that I highly recommend. Pros was a big help in modernizing our Help Desk platform and setting up requests for our end users. I really enjoyed the metrics portion of the platform as I could create reports on different metrics through my department. Cons They were certain aspects of the metrics that I didn't understand. In particular, there were smaller percentages highlighted in green and/or red that didn't make any sense to me when adding different metrics to my report. Alternatives considered [NinjaOne](https://www.capterra.com/p/184229/NinjaOne/) Reason for choosing Freshservice We chose because it was more in depth and had way more features. 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 BR Biannel R. Analista VP Tecnologia Food & Beverages Used the software for: 1-2 years ### "Freshservice is the best !!!" March 16, 2026 5.0 My overall experience with has been extremely positive. It's a robust and reliable platform that has efficiently centralized our IT operations. What I value most is how it combines powerful automation with a user-friendly interface, resulting in much faster incident resolution and a more organized team. Pros What stands out most about is its intuitive and modern interface, which greatly simplifies ticket management without technical complications. It's a powerful yet surprisingly easy-to-use tool, allowing you to improve team productivity from day one. Cons What I liked least is that, due to its wide variety of functions and customization options, the initial learning curve can be a bit steep. However, once set up, the system works exceptionally well. Review Source JC Johnny C. Support Engineer Computer Software Used the software for: 1-2 years ### "Efficient Multi-Department Management Powered by Automation" January 15, 2026 5.0 My overall experience with has been excellent. It has transformed how we handle internal requests by bringing everything into one place. The automation and ease of use across different departments have significantly increased our productivity, making it a vital tool for our daily operations. Pros What I like most about is its powerful automation capabilities. It has significantly streamlined our workflows. Additionally, I love how easy it is to manage multiple departments from a single platform; being able to switch between functions with just a few clicks makes the entire process incredibly efficient. Cons While the tool is powerful, the initial setup and configuration can be quite complex. It takes some time to learn how to use all the advanced features properly, so the learning curve is a bit steep for new users. Review Source AV Abilash V. IT Service Desk Team Lead Construction Used the software for: 2+ years ### "The Journey" May 18, 2026 5.0 Really happy with the overall experience, customer support and looking forward to continuing the partnership with Freshworks. Pros User friendly from IT perspective in terms of configuring the instance and also very ease of use Self Service portal for our end users. Cons Timeframe to get some feature/product enhancements implemented. Not much of other cons to mention currently. Switched from [ManageEngine ServiceDesk Plus](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/) Needed a better tool which can do self-service portal and workflow automations 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 MS Matt S. Systems Administrator Construction Used the software for: 1-2 years ### "A great ITSM service!" February 12, 2026 5.0 Pros The customizability, by far. If you have a different workflow than others, it really works to whatever you want it to be. You can change templates, make whatever workflow rules you want, the IT world is your oyster. I also like the number of extensions/integrations offered, there is a wide amount and they all just work. Cons The lack of customizability for certain things, such as templates. They force you to use certain templates certain ways and refuse to let you change it and leave everything grayed out. I also wish the documentation on things was better. They do provide a guide of the software but having some more info on each section or function as you're looking at it would be nice. Review Source BM Bruno M. VP IT Hospitality Used the software for: 2+ years ### "Great off the shelf for small businesses" March 16, 2026 4.0 Overall a good product. not sure how it will handle multiple groups and departments. How to segregate categories, etc based on groups. Pros It is quick to set up which when having a small team and limited resources comes in really handy. It does have some level of customization which is nice. Cons I am unable to get a support person when having a question or needing help configuring. Sometimes the knowledge base / FAQ is not enough. Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Freshservice cost was cheaper and implementation was quicker. Review Source JN James N. Strategic Projects and Operations Manager Hospital & Health Care Used the software for: 2+ years ### "Good and bad, but really just good" May 20, 2026 5.0 Pros I love their support. it is so easy to get in touch and get the help you need when you need it. They walk you through the steps to fix problems and find you solutions, Cons There are not any cons for our use case of . It is our IT ticketing system and automation support ticketing system, if we want it to do something it is low code to automate it or easy to call and get a walk through for it. Alternatives considered [Salesforce Sales Cloud](https://www.capterra.com/p/61368/Salesforce/)[HubSpot CRM](https://www.capterra.com/p/152373/HubSpot-CRM/) Reason for choosing Freshservice it was a better product. overall it did what we want Review Source GB Grzegorz B. IT Support Lead Logistics and Supply Chain Used the software for: 2+ years ### "Strong Core ITSM with Easy Adoption" January 21, 2026 5.0 Overall, was a reliable and user-friendly ITSM platform. It covered core service management needs well, was easy to adopt, and helped streamline ticket handling and automation, though more advanced customization and reporting had some limitations. Pros Intuitive, user-friendly interface with a short learning curve. Strong ticketing and workflow automation, good SLA management, and solid reporting. The self-service portal and knowledge base were easy for users to adopt. Cons Reporting and analytics were somewhat limited without customization. Advanced workflows and configurations could become complex, and some features required higher-tier plans to unlock full value. Review Source TM Thomas M. IT Systems Administrator Transportation/Trucking/Railroad Used the software for: 1-2 years ### "Freshservice is Fresh !" February 12, 2026 5.0 From an admin perspective, it offers solid control over workflows, permissions, and asset management, which makes it suitable for growing environments. Pros The interface is clean which makes adoption much easier across technical and non-technical teams. The automation features save a lot of manual effort and reduce human error. Reporting and dashboards provide good visibility without needing deep customization. Cons Pricing increases quickly as you add agents or require premium features. Some workflow automations require workarounds for more complex logic. Reporting, while good for standard use, can feel restrictive if you need highly granular or cross-module analytics. Review Source MW Meghan W. System Administrator Construction Used the software for: 2+ years ### "Pretty Good Ticket and Asset Management" May 15, 2026 4.0 We've been using for 5 years now, and we're decently happy with it. Over the years, the system has gotten better and continues to be better. Pros Being able to have tickets, inventory, agents, and requesters all in one place. The workflow automators. Cons "Easy" features not being available. No clear indication on feature requests. Some aspects can limit what I can do more than I think they should. Review Source KG Kevan G. Software enginner Computer Software Used the software for: I used a free trial ### "Efficient and User-Friendly IT Service Management Solution" May 6, 2026 5.0 Overall, my experience with has been positive. It has significantly improved our team's efficiency in handling tickets and managing IT services. The platform is user-friendly, reliable, and helps streamline workflows. While there are a few areas for improvement, especially in reporting and pricing flexibility, it remains a strong choice for organizations looking for a robust service management solution. Pros offers a clean and intuitive user interface, making it easy to navigate even for first-time users. The ticket management system is highly efficient, with automation features that reduce manual effort and improve response times. Customization options are flexible, allowing teams to tailor workflows according to their needs. Customer support is responsive and helpful, which adds to the overall reliability of the platform. It also provides good value for money considering the range of features offered. Cons Some advanced features and customizations can be complex to set up initially and may require a learning curve. Pricing can increase significantly as you scale or add more features. Reporting and analytics, while useful, could be more detailed and customizable. Review Source TB Tom B. Servicedesk Manager Pharmaceuticals Used the software for: 2+ years ### "a lifesaver" February 27, 2026 5.0 Excellent. it is a core part of how we support users. is widely used in a number of area including IT, Facilities, Quality. Pros has provided a simple to use uncluttered interface for our users, once tickets are received we have used task and workflows to minimize actions needed by agents on follow up/ Cons One area that I find difficult to use is the reporting. While there are a number of example/templates it can be difficult to make changes. Alternatives considered [ServiceNow Customer Service Management](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/) Reason for choosing Freshservice closer alignment to our needs, best cost model 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 AC Ante C. IT Project Manager Warehousing Used the software for: 6-12 months ### "Fantastic Service and Product" March 19, 2026 5.0 Love it. I have recommended it to many. Simply one of the easiest to launch and get going. Easily configurable, and the analytics are great and easy to share. A lot of insights available that require little effort. The export features of reports make weekly reporting a breeze. Pros Customer Support is fantastic. They are always going above and beyond and I really appreciate the updates. Cons The CMDB and PO need to support approvals and attachments before saving, and the flows need to be more intuitive. Alternatives considered [ManageEngine Patch Manager Plus](https://www.capterra.com/p/179288/Patch-Manager-Plus/) Reason for choosing Freshservice Ease of use. No real requirement for external interaction during setup allowing us to configure and learn the product as we went through the configurations. Review Source CC Carlos C. IT Helpdesk Owner Consumer Goods Used the software for: 2+ years ### "Fresh Service rocks!" March 12, 2026 5.0 I can just recommend it. It's very user friendly compare to other ticketing systems I've work with before. Pros I like a lot that is so user-friendly. Very easy to find all the tools I need for a day to day workload. Cons Sometimes the third party tools present some issues like the TeamViewer connection to the tickets for example. Review Source AM Akash M. IT Manager Furniture Used the software for: 2+ years ### "Best for IT ticketing " April 10, 2026 4.0 Overall me and my team has very good feedback . With fresh service we are handling tickets very efficiently. Pros Easy in use also amezing features alo whenever we require help support is allways available.easyly track tickets and reports Cons I am looking for the More AI features also cost also little higher. Also sometime it goes slow to get report emails. 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 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 tG tyler G. IT Operations Coordinator Higher Education Used the software for: 2+ years ### "Very happy with this software suite been using for years and it scales very well." January 5, 2026 5.0 Very Happy with this software we have been using it for years and plan to continue using it going forward. Pros easy to use and administer and users like a one stop shop. We have been using this for multiple years and would have a hard time switching. Cons inventory management could be better but overall this software is very feature rich and can do a lot. Switched from [ServiceNow](https://www.capterra.com/p/254088/ServiceNow/) ease of use for end users and configuration for admins. Review Source GP Gabriel P. It service manager Financial Services Used the software for: 2+ years ### "Great tool not so great service" June 22, 2025 5.0 The tool is great and am really happy with it, what i would reccomend is more AI features that actually work and be more productive. Pros Its integrations and automations made our team more eficient. Also the approvals part was a good selling point to jump to in a point. Cons Their service and success managers have a lot to improve. After being a client for years they are not open to negotiating license costs. Switched from [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/) Approvals, automations and API integrations Review Source MA Mohammed A. Operation Executive Information Technology and Services Used the software for: 6-12 months ### "“A Modern, Intuitive ITSM Platform with Powerful Automation”" March 17, 2026 5.0 delivers ITIL‑aligned processes with a modern, cloud-first approach, making deployment easier than with legacy ITSM tools. Pros 1\. Extremely easy to use — both for agents and admins 2. Powerful workflow automation that reduces manual work 3. Modern, cloud‑based ITIL‑aligned platform Cons What I liked least about is that some workflows and integrations can feel rigid, and advanced reporting sometimes requires extra effort to get right. Review Source BC Brayden C. IT Architecture & Planning Used the software for: 1-2 years ### "One of the best ticketing platforms" March 16, 2026 5.0 has been a reliable and intuitive ITSM tool for our team, streamlining tickets and automating workflows. Pros Fresh service is easy to use and has a nice UI. I like all the automations you can set up to eliminate a lot of the manual work. Cons Honestly, I don't have any real complaints. The platform has consistently met our needs and works well for our team. Review Source AM Amul M. Sr. IT infrastructure Manager Information Technology and Services Used the software for: 2+ years ### "Good Product Good support" March 20, 2026 5.0 we are using MSP plan, and we have very good experience I got all my report as i wanted to check my KPI Pros Simplicity of product, easy to understand the features, get all reports whenever we require so we can monitor performance Cons I think feature wise there is no problem, but I think cost is very high compared to other products I want to update my plan, but costing is the bottle neck Review Source ## 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. 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