# Page 7 | Freshservice Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 7 - 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 7 - Reviews of Freshservice ## Showing most helpful reviews Showing 151-175 of 724 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use AZ Ana Z. It Administrative Consumer Electronics Used the software for: I used a free trial ### "Freshservice has made my IT management a breeze. It's user-friendly and efficient." August 16, 2024 4.0 Pros The ticketing system is organized and easy to use. The automation features save me time. Cons The reporting feature could be more customizable. The mobile app needs improvement. Review Source LR Lee R. Application Support Manager Retail Used the software for: 2+ years ### "FreshService - Essential for Ticket Management and ITSM" August 18, 2023 4.0 Change and Release Management have simplified and reduced the number of issues we have had as a business.One of the main benefits is the reduction in work duplication, using ticket assignation we have reduced the possibility of duplicating workloads across the teams. Pros Ticket Management and Change Management are the two areas i appreciate the most. Over the years we have engaged with the Fresh Service support teams and community forums to provide feedback - which has been listened to and implemented in future updates. Cons The alert management profiles and rules could do with an overhaul - at the moment we are having to setup multiple alert rules against a single Alert profile based on the content of the alert.Would be great to generate alert rules based on If / Or / And Statements. Review Source TW Tony W. Senior Systems Support Automotive Used the software for: 1-2 years ### "Freshservice - Great ITSM tools and keeps on improving." January 5, 2024 4.0 I really like Freshservice and it keeps being improved. They continually innovate and adding AI that can do ticket translations and summaries is really good for us as an international company. Support has been fantastic also. Pros The ease of deployment for Freshservice was great. We were quickly up and running and the automation features are really good. They have recently also improved the AI capabilities which is good to see and constantly seem to improve the product. Cons Reporting can be complicated. We had issues with line managers trying to create their own reports and then questioning the results as the criteria can be complex to understand. They have inbuild basic reports and these are OK Alternatives considered [ServiceNow Customer Service Management](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/)[ManageEngine ServiceDesk Plus](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/) Reason for choosing Freshservice ServiceNow was excellent but was too costly once we got quotes for this. ManageEngine was not as good at integrating with the platforms that we used and Freshservice hit the sweet spot between the 2 competing products. Switched from [JIRA Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/) Jira was too complicated and costly compared to the features that you get. Integrations also seemed to cost extra for each integration that you needed. It was not well received by our helpdesk team and they have really loved the change. Review Source VR Verified Reviewer Technical Support Specialist Transportation/Trucking/Railroad Used the software for: 2+ years ### "Efficient and Reliable Support Ticket Management with Freshservice" April 19, 2023 5.0 My overall experience with Freshservice has been positive, with the platform is easy to use, comprehensive, and efficient. The platform offers a range of features which can be customized to meet an organization's specific needs. Pros Ease of use is the thing i liked most about it. It is very intuitive and easy to use, even for non-technical users.And the ability to include a range of features, including incident management, problem management, change management, and more. Cons Sometimes we haveeienced slow loading times with the Freshservice platform, which can be frustrating when trying to manage tickets quickly Alternatives considered [Jira](https://www.capterra.com/p/19319/JIRA/) Reason for choosing Freshservice All because of its ease of use. Review Source KS Karthic S. IT Officer Environmental Services Used the software for: 2+ years ### "A Deep Dive into Freshservice Performance and Features" August 24, 2023 4.0 Overall Freshservice does the job that we needed but not allowing us to use the latest features effectively. As the use cases differ from company to company this should be taken into consideration and have a 1 to 1 meeting to help users use the latest features effectively. Pros 1\. Ticket Handling is Simple, effortless and straight forward.2. Automation of tasks can be done easily.3. Contract Management helping us a lot in digitalizing.4. Asset management and tracking is very helpful as we used to excel previously. 5. Build in Knowledge base help us prepare and save documents and procedures for repeated issues.6. SLA Management help us in providing better service to customers Cons 1\. Customer service can be improved. Almost every time when i reach service with an issue, i get an answer that its not possible.2. No options to submit a feature request, Customer service is refusing to take a request.3. Some of the features like Team integration are not usable with the Customer service ID, that feature will help many customers.4. account managers take a lot of time to respond and they dont talk directly they redirect you to customer service without even discussing about the problem. Review Source PK Pawan K. Dy. manager Financial Services Used the software for: 1-2 years ### "Review for Freshservice" August 9, 2023 5.0 Received user issue over ticket and provide solution and this will reduce time.Incident management, ticket prioritization, dashboard and SLA policy is most impactfull. Pros API, access control, activity dashboard, activity tracking, speeding up resolution times, improving access to systems, escalation, notifications, streamline service management across all business lines in an enterprise, SLA are the most impactful features and it is very easy to use. Cons As an user nothing found bad about freshservice while services are very good and it help us to provide solution at once place for all users. No integration with other business process. Review Source Lillian G. Human Resources Generalist Hospital & Health Care Used the software for: 1-2 years ### "Freshservice is a top-notch help desk solution" August 7, 2023 4.0 I use Freshservice to stay on top of my workload and respond quickly to any incidents that arise, most of which are related to technology at the company where I work. Pros The best thing about Freshservice is how simple and straightforward it is to use, both for end users and for the system administrator. Even first-time users will have no trouble grasping and implementing workflows because to the intuitive nature of the UI. Cons Since I use Freshservice on a daily basis for both my job and my company, and since it is so intuitive and simple to operate, I really can't think of anything bad to say about it. Switched from [SolarWinds Service Desk](https://www.capterra.com/p/129478/Solarwinds-Service-Desk/)[JIRA Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/) It's simple to understand for administrators and end users alike, and it doesn't take long to upgrade and maximize its potential. The already great core product may be improved with the help of the many valuable integrations made possible by the Freshservice marketplice. Review Source VR Verified Reviewer CIO Information Technology and Services Used the software for: 1-2 years ### "Freshservice is the best ITSM, our users love it!" September 13, 2022 5.0 After using several ITSM tools, Freshservie deployment was very easy and it fits 100% with our needs at an affordable price. Pros Ticket management is great by itself but if you uses it with workflow automation it's awesome. You can configure as many user portal as you want and it was a requirement. Inventory is also great module. Project management help us not only in the helpdesk team but also in other areas of the department. Cons The knowledge base could be better. You can't create more than two category levels and sometimes is not enough. Alternatives considered [Jira](https://www.capterra.com/p/19319/JIRA/)[ManageEngine ServiceDesk Plus](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/) Reason for choosing Freshservice It was the best option for us. Switched from [Spiceworks Cloud Help Desk](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/)[OTRS](https://www.capterra.com/p/127284/OTRS/) OTRS was very difficult to configure and sometimes you couldn't find the way to configure it to fit with your requirements. Spiceworks is for little companys. Review Source VR Verified Reviewer Global Head of IT Hospitality Used the software for: 6-12 months ### "Freshservice - Fresh thinking, fresh system." June 14, 2022 5.0 The interaction with the account team and the ease of migration to the full-blown service was seamless. A really impressive offering, that does what you expect and more. Pros Its simplicity to deploy and customise to your needs is a real bonus for Freshservice, when compared with other offerings in the market. Cons We have no real misgivings on Freshservice. Switched from [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/) Need the more powerful tooling offering to provide end to end ITIL functionality. Review Source DV David V. Senior Systems Adminsitrator Education Management Used the software for: 1-2 years ### "FreshService keeping ITSM fresh in modern systems" January 5, 2023 4.0 Over the course of a couple of years, we struggled to find the right ITSM solution that keeps it friendly for our end users to report issues while providing powerful tools for administrators to be ahead of the curve. FreshService brought a lot more than ITSM to the table. FreshService brings features for IT Operations, such as Service monitoring or alerts, to Asset management that integrates with our MDM solution—making the switch to FreshService has been easy, and adopting new best practices to provide an even better experience overall. Pros The biggest pro that FreshService brings to our organization is having a single pane of glass for all the information I need. From keeping track of incoming tickets into the system to monitoring important assets, FreshService has made it easy and simple to move into the product. Cons I feel that if I name any feature here that I don't like, the next month, they will have an update to make it better. That being said, because they are fast moving forward, that can interfere with workflows or automation you have in place since they introduce new ways to do "X Y Z," but it retires "A B C" in the process. Switched from [Cherwell Service Management](https://www.capterra.com/p/121158/Cherwell-Software/) While out of the box experience is great for environments that are starting out ITSM, the system was not easy to migrate our processes into it. It caused numerous issues, from workflows to server stability. Review Source TL Tom L. IT Support & Operations Manager Education Management Used the software for: 2+ years ### "Freshservice Review" May 20, 2021 5.0 I've really enjoyed having Frehservice in our organization. It has made my job as a manager much easier in that I can easily review team performance, post announcements for the organization, and identify trends in issues or requests. Pros Freshservice has been a game-changer for our organization. The service catalog and user-friendly interface has allowed our employees to improve their productivity over the past 2+ years we have had the system implemented. The customizable forms and workflow has allowed our IT department to streamline processes and improve efficiency. Cons I wish the reporting capabilities were more customizable. There have been a few situations where I reached out to Frehservice for support on reports I needed but found the reports were not possible. The freshservice support team told me my reporting needs would be added to the list of potential "future enhancements'. Alternatives considered [ServiceNow Customer Service Management](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/)[ManageEngine ServiceDesk Plus](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Freshservice Cost and ease of customization Review Source OB Olly B. Senior IT Operations Specialist Computer Software Used the software for: Less than 6 months ### "Best ITSM / ESM tool out there" October 12, 2022 4.0 We are solving 1200 tickets a week with a team of 22, and automating resolution of 320 tickets a week using workflow automator. We were able to get up and running with Freshservice with only 3 months for planning, build and implementation. Pros \- Very little initial configuration needed - features work out-of-the-box - User experience (UX) very very good - modern, quick and easy to use, looks great - Workflow automations and orchestrations allow significant and valuable automation with little work - Sandbox mode allows safely making and testing changes, and syncing them into production easily - Ticket approvals system works very logically and very well Cons \- Sandbox sync sometimes fails and needs Freshworks support intervention - Only the main requester can access the ticket, and it's not possible to add others to see the ticket - No first-party SSO integration - we have to use a 3rd party plugin for SSO & SCIM which only syncs user attributes when they re-login - Agent permissions are not granular enough to allow us to lock down the number of admins as much as we want - WYSIWYG editor has quite a few quirks around new lines and styling Alternatives considered [ServiceNow](https://www.capterra.com/p/254088/ServiceNow/) Reason for choosing Freshservice \- ServiceNow requires even more building and configuration than Jira, and requires programming using AngularJS, a now deprecated framework, and we would need to hire programmers who specialise in it and configuring ServiceNow - ServiceNow's user experience is also pretty outdated and slow compared to Freshservice Switched from [JIRA Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/) \- Jira Service Management requires significant building and configuration, and out-of-the-box Freshservice is pre-configured ready to go, and any configuration you do is a bonus, not a requirement. - Jira's user experience is very outdated and slow, wasting our agents' and requesters' time. Review Source CM Chris M. IT Manager Civil Engineering Used the software for: 2+ years ### "Freshservice Review" January 17, 2023 4.0 We've been using Freshservice since 2020. It is our primary IT helpdesk ticketing system. Setup was fairly painless, and their support team has been great. We have developed HR/IT onboarding requests, though we'd like to see some more customization there. Asset Management was originally purchased, but we have since dropped it completely. The knowledge base will only be as good as you make it through content updates and documentation efforts. Pros Very easy to use and manage for IT admins, and very easy for staff to pick up and use. Lots of additional modules you can add into your console depending on the level of subscription. Highly customizable, though some frustrating restrictions show up from time to time. Support is pretty solid and quick to respond. Lots of free and paid add ons for quality of life improvements available. Active Directory integration works well, as does leveraging our SSO/MFA via Azure. Cons Some of the modules are pretty half-baked. On paper they look awesome, but in real world use, they are frustrating or unusable (Asset Management was a module that we dropped after a year and moved to a different platform) Alternatives considered [Jira](https://www.capterra.com/p/19319/JIRA/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Freshservice At the time, it came down to look and feel of the platform, as well as some of the additional modules for the cost. Zendesk vs Freshservice was basically a coinflip as we were new to both platforms. Review Source DH David H. Analista de soluciones TI mesa de ayuda Building Materials Used the software for: 2+ years ### "Freshservice una de las mejores aplicaciones para la gestión de la mesa de ayuda" August 9, 2023 5.0 En realidad la experiencia en general con Freshservice ha sido muy buena, debido a que constantemente están actualizándose de acuerdo a las normas Itil. Pros Lo que más me gusta de freshservice es que es una herramienta muy versátil, fácil de usar e intuitiva, además de permitir una correcta visualización de la trazabilidad de los tickets que se gestionan. Cons Para ser sincero, sigo sin encontrar algo que no me guste de Freshservice, ya que, como indiqué anteriormente, es una herramienta muy fácil de usar e intuitiva. Sin embargo según lo que indica mi coordinador no es muy bueno que con la licencia pro solo se tenga acceso a registrar 100 activos, después de eso hay que pagar por cada activo registrado Review Source BJ Benjamin J. IT Systems Administrator Construction Used the software for: 2+ years ### "FreshService Internal Ticket Management System for Gehan Homes" May 20, 2021 4.0 We enjoy FreshService for the simplistic ticket management and communication it provides. It is also a secondary database for our asset management to cross reference our main database. We would like to see more curated automated reports for both tickets and assets. We would also like to be able to levarage the change management database, but it does not appear user friendly nor intuitive; so we may need training on this but we do not use it because we dont understand it. We are actively looking for change management. Pros Easy to build requestors and submit tickets via email and communicate with the end users we support for our internal helpdesk. Easy to spot trends and ensure service level agreements for ticket response times are measured appropriately. Cons The inventory management system at first was very unreliable, sometimes search wouldnt pull up names or info. It seems to have been developed and works much better, but I believe the backend database or tool used could be of better quality. It has come a long way from the beginning and is markedly better. Alternatives considered [Spiceworks Cloud Help Desk](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/)[ServiceNow](https://www.capterra.com/p/254088/ServiceNow/)[ManageEngine Endpoint Central](https://www.capterra.com/p/170018/ManageEngine-Desktop-Central/)[Autotask PSA](https://www.capterra.com/p/223239/Autotask-PSA/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Freshservice Cost, ease of use, and provided the greatest benefit for a simple ticket and asset tracking system with the "possibility" of future developments in other areas of the system. We know FreshService was and is a growing company so we bet our money on the growth, we have not been disappointed, but of course would like to see more development in the areas of change management and maybe some more asset tracking features. Also, the customer service and support is STELLAR, I would say better than any vendor or product we use previously or currently. Bravo on the customer support, please never change how great that is, its more important than people might think. Switched from [ManageEngine Endpoint Central](https://www.capterra.com/p/170018/ManageEngine-Desktop-Central/) ManageEngine cost too much for what we were using it for and it was also on premises. We needed something simple and cloud based and cheaper. Review Source MM Marc M. Director, Software Services & Support Printing Used the software for: 2+ years ### "Freshservice Helpdesk/Asset Management Review" October 3, 2022 5.0 Overall experience has been great. The product continues to evolve as well. Pros This software is easy to integrate with other 3rd party applications. It allows for ticket/service automations that can streamline workflows. Asset Management is extremely useful and easy to setup as well. Cons Wish you could get more granular with group/user permissions. In some cases, it's all or nothing. Alternatives considered [ServiceNow Customer Service Management](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/) Reason for choosing Freshservice Functionality and Price Switched from [Spiceworks Cloud Help Desk](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/) Freshservice had many more features available. It was the right choice to fit our growing business. Review Source GC Geoff C. Director of Information Services Environmental Services Used the software for: 2+ years ### "Good solution, quirky business." October 6, 2022 3.0 We have been able to make great progress with this platform. It is a powerful ticketing system and the workflow works pretty well. API interaction is available too, and this is more complex and not always documented. Pros Freshservice is a powerful platform and it has LOADS of features and strong no-code workflow management. We've been able to accomplish nearly all of our need functionality with this platform and have a large number of workflows to manage ticket flow. Cons Quirky and many undocumented things going on, tickets and service requests are not the same, analytics are quirky and painfully slow for large data sets. Support is great for simple things, but really disappointing when you have specific issues to your configuration, each time you are educating their team on your problem and they always require you to do the legwork to provide them information. Reason for choosing Freshservice Price/performance/functonality Review Source Aleksandr Z. IT Service Desk Specialist III Education Management Used the software for: 2+ years ### "Freshservice Review from a daily user and admin" August 1, 2019 4.0 My overall experience with Freshservice has been really good (despite the cons I listed). The interface from Agent point of view is easy to navigate, the ticket/problem/change management is clear. From an admin point of view, everything is well group under the admin section and even if you don't have experience with Freshservice you will find yourself picking everything up pretty quickly. The mobile app, while clunky, is still a good way to get notified about tickets coming in (especially urgent ones), and checking for replies and approvals. Bonus points for providing single sign on options (SSO). Customization is solid and allows you to integrate your company branding quite well. Good, and easy to create, manage, edit knowledge base system. Requesters have a very easy time creating a ticket in case of an incident. While it can feel frustrating to have to contact Freshservice support for some things, I can say that my overall experience has been very solid with their support and they have even taken and implement a number of our feature requests. I would most certainly recommend this product. Pros \- Easy to use - Good platform to manage incidents/problems/changes/releases as well as requests - Good CMDB for managing company assets - Pretty simple to perform administrative tasks - Good customization - Has mobile app that will notify you when someone performs an action on any of your items (Such as assignment of a ticket, replies, approvals, etc.) - Had good experience from Freshservice support staff - Has the ability to integrate into your domain account via Single Sing-On (SSO) - Good solution for storing your IT Support based knowledge base Cons \- Customization could be better in some areas - Some changes require you to contact Freshservice support directly - Digital asset management is a bit clunky - Mobile app is not as intuitive as desktop experience and can feel difficult to navigate for some users - Noticed that at times, usually in the morning hours of EST time zone, Freshservice access cuts out for 5 minutes Review Source PT Paul T. Lean System Analyst Information Technology and Services Used the software for: 2+ years ### "FreshService is Great but not consistent" September 27, 2022 4.0 It's amazing! it's just hard for me to hand over some of the responsibility due to the steep learning curve. Support could really do with arranging time to speak to you instead of email tennis, support can be slow but some agents are stella! Pros The way it can be used to report on bottlenecks and problem areas as well and programmed to tackle them is a game changer. It's great but you do have to know what changes impact others and I think it could be made more clear even for those with experience it wouldn't hurt and for those learning it would speed up the learning curve a lot. Cons Inconsistencies in user interface. Menus and options and ways of changing things differs on newer or older modules. Also the Employee Onboarding is great but a pain to adjust if you wish to change the Stakeholder order and initiators. Also linking to AD groups for requesters and agents would be ideal. Alternatives considered [ServiceNow](https://www.capterra.com/p/254088/ServiceNow/) Reason for choosing Freshservice Previous experience using FreshDesk and how it was beneficial to our needs. Switched from [KACE](https://www.capterra.com/p/208240/KACE/) KACE was old and lacked options. I had FreshDesk experience and suggested FreshDesk but we landed on FreshService which make FreshDesk look like BETA software. Review Source VR Verified Reviewer Senior IT Manager Oil & Energy Used the software for: 6-12 months ### "Easy to use and deploy ITSM tool for any organization " May 21, 2021 4.0 Overall features in Freshservice are good compared to other ITSM tool in my previous organization. It's simple and user friendly interface. Requester able to log a ticket with few simple steps. Pros I have little knowledge on configuring ITSM and with the help from Freshservice support, I'm able to pick the knowledge fast and able to roll out certain features immediately. Very friendly user interface. Cons When transition from Freshservice to Freshwork, there are few features are not available, hence limiting the configuration on Requester page. For instance Requester, there's no Location and Department field in FreshWorks Users. I would suggest a thorough testing on the field mapping be done before transition, e.g. Timezone was not done properly. Without the Location and wrongly mapped timezone, Agents and Administrator having a challenge to identify the Requester. Review Source AS Anna S. Support Consultant Information Technology and Services Used the software for: 2+ years ### "Feedback on Freshservice FSP " October 6, 2022 4.0 Good, happy to use with some modifications. Pros Ticket management, permissions, flows, analytics Cons List of project codes old mixed with new - unable to remove old - as mentioned before. Due by feature not working well Some improvement in analytics Reason for choosing Freshservice I don't know Review Source VR Verified Reviewer Solutions Architect Legal Services Used the software for: 6-12 months ### "Poor product, difficult to use" April 7, 2023 4.0 We moved from an obsolete proprietary system that felt very much Web 1.0, so initially my enthusiasm was high. It went down with every struggle with many details, to which I got response from the implementation team "not possible", "not how the product is designed", "it's not possible to implement". It does it's job as a ticketing system and a KB for the support teams, but it isn't a system that you would be happy, or at least pleased, to work with. Pros It's relatively fresh in design, and the few things like automations (scripted actions, canned responses) are quite helpful. There is also a decent mobile app and integrations with Teams out of the box Cons The product overall lacks flexibility in creating workflows, mapping teams and processes; instead, it requires your processes and teams wrap around concepts in the product. It is very chatty, but usually not in relevant way - email notifications carry low signal to noise ratio, as well as Teams notifications. Review Source RO Ruben O. System Administrator Financial Services Used the software for: 1-2 years ### "Excellent Value and Everything we need for our Ticketing System" August 14, 2023 5.0 We have reduced the amount of redundancy and human error from many IT processes and workflows while organizing and improving our overall support and response time. FreshService is so well organized and it also helped us look into other areas that were often overlooked. Pros I really like how everything is organized, there is a logical flow viewing tickets, bugs/problems, Change orders, tasks, and then projects. The main dashboard is customizable so you can have the metrics that are important to you up front. I also love that you can tie the current issue with existing knowledge base articles helping you to solve issues quicker or possibly automate responses. Lastly, the ability to automate processes and workflows have been clutch for us, reducing time and human error. Cons During onboarding/setup some of the 3rd party apps that you rely on for integration with systems such as Azure can be difficult. FreshService has still provided top grade support for those but, I can take some time to implement. Review Source AG Alex G. Systems Engineer Higher Education Used the software for: 1-2 years ### "Managing helpdesk made easy" December 2, 2022 5.0 Pros Reduce the emails that are sent to different members of the IT team and host them all in one place that provides easy access, reminders, prioritisation, staff allocation, feedback, knowledge base and more, all in one place Cons Not a negative as such but the points-based system does encourage health competition with teammates, but each job only gives a set number of points, not on a scale so a simple job of creating an account and installing a whole new fibre network can earn you the same, whether it a 2 minute or a 2-month job! Switched from [Microsoft Planner](https://www.capterra.com/p/227201/Microsoft-Planner/)[Spiceworks Cloud Help Desk](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/) A much more complete system although it is vastly more expensive, it does provide a high-quality experience. The same could be achieved under your Microsoft license if you are good at programming Power Automate, Planner and Forms Review Source MW Mark W. IT Support Technician Higher Education Used the software for: 2+ years ### "Good value and easy to implement and use" September 27, 2022 5.0 We have been happy with Freshservice and consider it a good value in comparison to some of the other Desks out there that provide similar service. We particular enjoy features like round robin ticket assignment, asset discovery and tracking, and providing a Knowledge Base for both Users (Requesters) and Agents. Pros We rely on the ticket system primarily to manage steps to resolution and archive past interactions and solutions. FreshService provides this functionality with little back-end effort on our part. Though somewhat limited, we do appreciate the ability to customize our portal. Cons Adding MSP's can be a confusing process. As it stands, you have to open a trial account then merge it into your main Desk. Last time we did this, FreshService failed to convert the account properly and we ended up being billed for the "trial" account. It took us several weeks to get the billing resolved. I recommend working with a live agent right off the bat to make this happen as smoothly as possible. Alternatives considered [HappyFox Help Desk](https://www.capterra.com/p/83211/HappyFox/)[ManageEngine ServiceDesk Plus](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/)[Spiceworks Cloud Help Desk](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/)[Vivantio](https://www.capterra.com/p/216733/Vivantio/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Freshservice Freshservice offered more features for less than comparable services. The Agent and Administrator online interface is also aesthetically appealing and easy to tailor to our needs. 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