--- title: "Freshservice Reviews, Pros and Cons - 2026 Software Advice" description: "Reviews of Freshservice. Learn how real users rate this software's ease-of-use, functionality, overall quality and customer support. Talk to our advisors to see if Freshservice is a good fit for you!" source_url: "https://www.softwareadvice.com/help-desk/freshservice-profile/reviews/" page_type: "reviews" language: "en" --- 1 million+ businesses helped. Get advice Get Free Advice [Home](https://www.softwareadvice.com/) / [Service Desk Software](https://www.softwareadvice.com/service-desk/) / [Freshservice](https://www.softwareadvice.com/help-desk/freshservice-profile/) / Freshservice Reviews Software Advice offers objective insights based on verified user reviews and independent product and market research. When our advisors match you to a software provider, we may earn a referral fee. [Overview](https://www.softwareadvice.com/help-desk/freshservice-profile/) Reviews [Alternatives](https://www.softwareadvice.com/help-desk/freshservice-profile/alternatives/) # Freshservice User Reviews ## Reviews summary - Overall rating: 4.6/5 - Total reviews: 798 ### Secondary ratings - Ease of use: 4.6/5 - Customer support: 4.5/5 - Value for money: 4.4/5 - Functionality: 4.3/5 ### Rating distribution - 5 stars: 495 reviews (62%) - 4 stars: 262 reviews (33%) - 3 stars: 32 reviews (4%) - 2 stars: 7 reviews (1%) - 1 star: 2 reviews (0%) ### Most mentioned pros - The reporting and workflow customization options helped improve response times and overall service quality, while the cloud-based setup made deployment and management simple. - It provides excellent visibility into ticket status, simplifies issue tracking, and makes it easy for teams to stay updated on progress and resolutions. - Centralizes requests and offers solid collaboration through integrations, helping teams move off patchwork tools (separate ticketing, asset, and PM systems). ### Most mentioned cons - The main drawbacks are the cost of premium features, limited flexibility in some reporting options, and the learning curve associated with advanced workflow customization. - The least appealing aspect of Freshservice 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. - Pricing tiers can also get expensive once you start needing the more advanced automation and asset management features, so smaller teams might feel that jump. ## Freshservice customer reviews Showing reviews 1-25 of 798 (page 1). ### IT tickets, simplified - Overall rating: 5/5 - Reviewer: Ellie S. - Verified reviewer: Yes - Industry: Education Management - Company size: 1001-5000 employees - Product usage: Used weekly for more than 2 years - Reviewed: May 2026 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 5/5 - Customer support: 3/5 - Functionality: 4/5 #### Pros IT ticket submission and tracking easy, with a good UX and simple ways to see the status of your request (which is really important since IT is so central to my job!) #### Cons Too many emails! I wish it was easier to opt out so that you could only get the info you really need --- ### Good support easy to use and highly automation - Overall rating: 4/5 - Reviewer: Farheen S. - Verified reviewer: Yes - Industry: Computer Software - Company size: 201-500 employees - Product usage: Used daily for more than 2 years - Reviewed: August 2026 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Overall experience is good with lower plan also we manage so many things specially ticket management is very powerful and creating workflow also very easy #### Ratings breakdown - Ease of use: 4/5 - Value for money: 3/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros I found customer support is very good and very easy and user friendly to me and our employees. Also, the reports are very usefull #### Cons honestly it is very costly we wanted to move to higher plan where we can user AI but it is costly to afford #### Reasons for switching to Freshservice it is inhous application called CPHRMS it was very basic application to mange inhouse tickets --- ### Helpdesk Tool That Works - Overall rating: 5/5 - Reviewer: Dan P. - Verified reviewer: Yes - Industry: Leisure, Travel & Tourism - Company size: 201-500 employees - Product usage: Used weekly for more than 2 years - Reviewed: February 2026 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 5/5 - Functionality: 5/5 #### Pros Easy to use and user interface that has been recently updated and refreshed to provide a modern web app experience #### Cons Reporting and analytics functionality can be a little clunky at times however overall it is adequate. --- ### Turned our messy ticket process into something that actually flows - Overall rating: 5/5 - Reviewer: Mankeshwar S. - Verified reviewer: Yes - Industry: Information Services - Company size: 201-500 employees - Product usage: Used daily for more than 2 years - Reviewed: July 2026 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Switching to this platform genuinely made our support process less chaotic. Tickets used to pile up with no clear ownership, and now everything has a clear path from the moment it's submitted to when it's closed out. The self-service options mean our team spends less time answering the same basic questions repeatedly, freeing us up for actual problem-solving. It's not flawless - the reporting side still frustrates me occasionally - but day to day, it just works, and that reliability counts for a lot. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 3/5 - Functionality: 5/5 #### Pros Honestly, the thing I appreciate most is that it doesn't feel like you need an IT degree just to use it properly. Setting up ticket categories and assigning them to the right people took barely any effort. What really changed things for our team was the auto-routing - tickets land with the correct agent instantly instead of sitting in some queue waiting for someone to notice them. We also lean heavily on the self-service portal, and it's cut down a surprising chunk of "how do I..." emails since people just search and find their answer. Support tickets that used to take a full day to resolve now often close within a few hours because nothing gets lost in the shuffle. #### Cons If I had to nitpick, the analytics side needs polishing. You can pull basic numbers easily enough, but anything beyond that requires jumping through hoops, and half the time I end up copying data into a spreadsheet just to make sense of it. Notifications are another sore spot - sometimes they're a little delayed, and once or twice agents missed an update because it didn't ping in real time. Also, the sheer number of settings and configuration options can feel overwhelming when you're first setting things up; there's a bit of a maze to navigate before it clicks. #### Reasons for choosing Freshservice It just felt more straightforward to set up and get the team using right away, without needing a ton of training or configuration before it was actually useful --- ### Great Ticket tool that scales well once configured properly - Overall rating: 5/5 - Reviewer: Ronak P. - Verified reviewer: Yes - Industry: International Trade and Development - Company size: 201-500 employees - Product usage: Used daily for more than 2 years - Reviewed: August 2026 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Overall, it’s been a very reliable workhorse for managing day-to-day operations. Having managed hundreds of ticket workflows and asset lifecycles on the platform, it handles high volumes smoothly and gives management clear visibility into resolution times and team workload. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 3/5 - Functionality: 5/5 #### Pros Having used Fresh service across a couple of different infrastructure setups over the past 4 years, its biggest strength is how quick it is to deploy compared to legacy platforms like ServiceNow. The workflow automations are flexible, the asset mapping links smoothly with incoming tickets, and the modern interface minimizes the learning curve for new techs joining the team. #### Cons The native reporting module can still feel rigid when you need complex, cross-modular metrics or custom BI dashboards. Beyond that, the cost ramps up fairly quick as you move into higher tiers to unlock advanced asset features or deeper enterprise integration options. --- ### Solid ticketing tool that simplified our day-to-day IT support - Overall rating: 5/5 - Reviewer: Pintu L. - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 201-500 employees - Product usage: Used daily for more than 2 years - Reviewed: August 2026 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. It’s been a really good upgrade for our team overall. It brought all our tickets, equipment tracking, and user requests into one spot that’s easy to manage. Support has been responsive whenever we hit a snag, and it definitely helped speed up our average resolution times. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 3/5 - Functionality: 5/5 #### Pros The interface is clean and doesn't take forever to train people on. Setting up ticket routing saved us a massive amount of headache, tickets actually go to the right people automatically now instead of getting stuck in a general inbox. Also really like having asset tracking connected directly to user tickets. #### Cons Reporting could definitely be better. Pulling specific, custom reports feels a bit clunky when you need detailed metrics. Also, tier upgrades get pricey pretty fast once you start needing the higher-end admin controls. --- ### Great Tools for Ticketing System - Overall rating: 4/5 - Reviewer: Kavish S. - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 501-1000 employees - Product usage: Used daily for less than 12 months - Reviewed: August 2026 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Overall, Fresh service has been a reliable, efficient ITSM solution for our team. It consolidated our ticketing, asset management, and user requests into one readable dashboard. The customer support team is responsive whenever we run into configuration bumps, and the platform has definitely boosted our response times and overall workflow efficiency. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros The UI is really clean and intuitive, which made getting our staff onboarded way easier than with our previous ticketing tool. Setting up automated routing rules for incoming tickets saved our IT team hours of manual sorting every week. The self-service portal and asset tracking features are also super straightforward to configure without needing heavy developer work. #### Cons Customizing built-in reports can feel a bit clunky and limited when you want deep, multi-layered data analysis. Also, tier pricing jumps pretty quickly if you need advanced features, so small teams on a tight budget might find higher plans a bit steep. --- ### Ticket first, no more chasing customers on calls or Emails - Overall rating: 5/5 - Reviewer: Akshat S. - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 501-1000 employees - Product usage: Used daily for more than 2 years - Reviewed: August 2026 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. It's been a big help ever since we started using it. The biggest thing is it stopped all the confusion with customers about what was approved and what wasn't. Before, someone could just say they approved something on a call, but there was no proof. Now everything is on the ticket, dated and clear. My work is a lot less stressful now because I always know where a request stands. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 3/5 - Functionality: 5/5 #### Pros I've been using this tool for a good while now, and it's made my work life a lot easier. Before this, I used to get bug reports, new requirements, error issues, all over calls and emails. Customers wouldn't give proper approval most of the time. I'd call back and their number would be busy, or I'd send an email and get no reply for days. After we started using this tool, all that changed. Now it's simple, raise a ticket first, we check it, and everything is written down clearly. No more running after people for answers. #### Cons Some old customers took time to get used to raising a ticket instead of just calling. Also the AI reply suggestions aren't that great for technical issues, I still write those myself. --- ### Reliable, Efficient, and Easy to Manage - Overall rating: 5/5 - Reviewer: Janki G. - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 201-500 employees - Product usage: Used daily for less than 12 months - Reviewed: August 2026 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Our experience with Freshservice has been consistently positive. It has streamlined how we manage service requests, improved visibility into ongoing work, and helped our team respond to issues more efficiently. Automation has reduced manual effort for recurring tasks, while dashboards and reporting make it easier to monitor performance and identify areas for improvement. The platform has proven reliable in day-to-day operations and has become an important part of our IT service management process. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Freshservice offers an intuitive interface that makes day-to-day service management straightforward. The ticketing system is well organized, automation features reduce repetitive work, and the reporting capabilities provide useful insights into team performance. It also integrates well with our existing processes, making adoption relatively smooth. #### Cons The platform offers extensive customization, which is valuable but can make the initial setup more time-consuming. Some advanced features require additional configuration and a bit of experience before teams can take full advantage of them. --- ### I stopped chasing customers over calls. - Overall rating: 5/5 - Reviewer: Ishvar P. - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 201-500 employees - Product usage: Used daily for more than 2 years - Reviewed: August 2026 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Using something since 2022 kind of tells you if it's actually good or not, and this one has held up. What I like most is that it ended all the confusion we used to have with customers about what was approved and what wasn't. Earlier someone could just say they approved it on a call, but there was never any proof of that. Now everything's on the ticket, dated and written down clearly. My work days are a lot less stressful now, I always know where a request stands instead of running after people for answers. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros I've been using this tool since 2022, so I've had enough time with it to really trust what I'm saying. Before we had this in place, things were a mess honestly. Bug reports, new requirements, error issues, all coming through calls and emails, and half the time customers wouldn't give any proper approval. I'd try calling back and their number would be busy, or I'd send an email and just hear nothing back for days. Once we started using this, that whole headache went away. Now it's simple, raise a ticket first, we check it, and everything gets mentioned clearly right there. Been working this way for a few years now and it's made things a lot smoother. #### Cons Getting some of our older customers to actually raise a ticket instead of just calling took some convincing in the beginning, that took a bit of time. The generative AI suggestions are still not great for technical stuff either, I usually end up rewriting the reply myself unless it's something really routine --- ### Excellent IT Service Management Platform with an Outstanding User Interface - Overall rating: 5/5 - Reviewer: Jeff C. - Verified reviewer: Yes - Industry: Health, Wellness and Fitness - Company size: 501-1000 employees - Product usage: Used daily for less than 2 years - Reviewed: May 2026 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. 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. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 5/5 - Functionality: 5/5 #### 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. #### Reasons for switching to Freshservice Better application needed to meet our growing needs --- ### They are actually Uncomplicating it for their customers - Overall rating: 5/5 - Reviewer: Chris K. - Verified reviewer: Yes - Industry: Media Production - Company size: 1001-5000 employees - Product usage: Used daily for more than 2 years - Reviewed: March 2026 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. 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. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 4/5 #### 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'. #### Reasons 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. #### Reasons for switching to Freshservice Too difficult to manage/enhance. Significantly more expensive. Poor customer management. Felt like a hostage during negotiations not a customer/partner. --- ### Reliable ITSM tool with Strong Automation and Clean UI - Overall rating: 5/5 - Reviewer: Mahesh M. - Verified reviewer: Yes - Industry: Information Services - Company size: 501-1000 employees - Product usage: Used daily for more than 2 years - Reviewed: March 2026 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. 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. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 5/5 - Functionality: 5/5 #### 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. #### Reasons 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. --- ### Solid ITSM tool, automation makes a real difference - Overall rating: 5/5 - Reviewer: Ajay M. - Verified reviewer: Yes - Industry: Information Services - Company size: 201-500 employees - Product usage: Used weekly for less than 2 years - Reviewed: July 2026 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Been using Freshservice for our IT team and honestly it's made day to day support so much easier. Ticket management is solid, everything stays organized and resolution times have gone down since we started using it. The automation is probably my favorite part, ticket routing and escalations just happen on their own now instead of someone manually assigning stuff. Asset tracking is also handy, having hardware and software info right next to the tickets saves a lot of back and forth during audits. Not everything's perfect though. Reporting could be more flexible, we usually export stuff to Excel to build the reports we actually need. Mobile app is a bit clunky too when you're trying to update something quickly on the go. Pricing goes up once you add the automation and asset features, so worth keeping in mind if you're a smaller team. Still, it's the tool we rely on daily and I'd recommend it if you want your support process to feel less chaotic. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 3/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros We've been using Freshservice for almost 2 years now across our IT support team, and honestly it's become one of those tools we don't even think twice about anymore, it just works. The ticket management system is probably my favorite part; everything is organized in a way that actually makes sense, and our resolution times have noticeably improved since we moved to it. What I really appreciate is how easy it was to get the team onboarded, we didn't need a ton of training, most people picked it up within a few days. The workflow automation has honestly saved us so much manual work. We've set up automated ticket routing and escalation rules that used to take someone sitting there manually assigning tickets, and now it just happens. Asset management is another strong point for us, being able to track hardware/software assets alongside tickets in one place instead of juggling separate spreadsheets has made audits way less painful. Customer support from Freshservice's side has also been solid whenever we've run into issues, responsive and they actually solve the problem instead of just sending generic articles. #### Cons If I'm being honest, the reporting/analytics dashboard could use more customization, we sometimes have to export data and build our own reports in Excel to get the exact view we need for management. Also, the mobile app feels a bit clunky compared to the desktop version, especially when trying to update tickets on the go. Pricing tiers can also get expensive once you start needing the more advanced automation and asset management features, so smaller teams might feel that jump. Overall though, none of these are dealbreakers, after 2 years, it's still our go-to tool and I'd recommend it to any team looking to get their IT service management organized. --- ### Solid ITIL service desk that drastically cut down our resolution times - Overall rating: 5/5 - Reviewer: Harshil M. - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 201-500 employees - Product usage: Used weekly for more than 2 years - Reviewed: August 2026 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. We migrated to Freshservice to centralize our internal IT helpdesk and track corporate assets more effectively. It has completely streamlined our internal workflow—tickets don't fall through the cracks anymore thanks to the automated SLA reminders. Customer support has been responsive whenever we hit a snag during migration. It offers great value for the money, especially for mid-sized teams that need a powerful ITIL-aligned tool without the massive setup overhead of enterprise competitors. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros The interface is incredibly clean and intuitive, which made onboarding our team a breeze compared to legacy platforms like Jira or ServiceNow. Setting up automation rules for ticket routing is straightforward and has saved our tier-1 support agents hours of manual dispatch work. The asset management module is also a huge plus, as it lets us link hardware directly to user tickets so we can track recurring device issues instantly. #### Cons The reporting tools and custom dashboard builders can feel a bit rigid when you need to pull highly specific, granular metrics for upper management. Also, while the standard integrations work well, deep customization of the client portal requires a bit of a learning curve with their custom scripting if you want to move beyond the basic templates. --- ### Powerful ITSM Platform with Excellent Customer Support and Automation - Overall rating: 5/5 - Reviewer: Princy G. - Verified reviewer: Yes - Industry: Marketing and Advertising - Company size: 51-200 employees - Product usage: Used daily for less than 2 years - Reviewed: June 2026 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. My overall experience with Freshservice has been very positive. The platform has helped improve service desk efficiency, reduce ticket resolution times, and enhance visibility across support operations. Its intuitive design allowed our team to adopt the system quickly, while automation features streamlined repetitive tasks and improved productivity. The platform delivers strong value for money by combining ticket management, asset management, workflow automation, reporting, and self-service capabilities into a single solution. Customer support has been responsive and helpful whenever assistance was required. Overall, Freshservice is a reliable, feature-rich IT service management platform that has made our support processes more organized, efficient, and scalable. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Freshservice offers an excellent balance between powerful functionality and ease of use. The ticket management system is intuitive, making it easy to track, prioritize, and resolve incidents efficiently. Workflow automation has significantly reduced manual effort, while the self-service portal and knowledge base help users find answers quickly. I also appreciate the customization options, detailed reporting, asset management capabilities, and the clean, modern interface that simplifies daily operations. #### Cons Although Freshservice provides extensive customization and advanced features, some configurations can require additional setup time and a learning curve for administrators. Creating highly customized reports may not be as straightforward for new users, and certain advanced features are available only in higher-tier plans. However, these limitations are relatively minor compared to the overall value the platform provides. --- ### Reliable and easy to use - Overall rating: 5/5 - Reviewer: Jay J. - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 201-500 employees - Product usage: Used daily for less than 2 years - Reviewed: August 2026 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. We’ve been using it for about a year and a half now across a mid-sized IT team. Day-to-day it’s reliable and has definitely improved how fast we handle requests. The learning curve was pretty short for most of the team, and once the main workflows were set up it mostly runs itself. Customer support has been responsive when we’ve needed them. It’s not perfect, but it does what we need without the constant headaches we had with our previous tool. Would recommend it if you’re looking for something practical rather than flashy. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros The ticket management and automation are the real winners for me. Setting up workflows that auto-assign, escalate, and close the routine stuff has cut down a ton of busywork. Asset management is also surprisingly clean and easy to keep updated. The interface doesn’t feel bloated like some of the bigger platforms, so people actually use it instead of finding workarounds. #### Cons Reporting could be stronger. Pulling useful custom reports sometimes feels clunky and takes more clicks than it should. Also, a few of the more advanced automation rules get a bit finicky and need extra testing before you trust them in production. Nothing deal-breaking, just areas that still need polish. --- ### Solid product with a great account team - Overall rating: 5/5 - Reviewer: Sean T. - Verified reviewer: Yes - Industry: Staffing and Recruiting - Company size: 501-1000 employees - Product usage: Used daily for less than 12 months - Reviewed: May 2026 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Overall, I am a happy first time user of the tool and find it exceptionally user friendly and easy to use. I have recommended colleagues in the field who may be fed up with some of your competitors that they should give Freshservice a look. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros Prompt and friendly customer service. Get a wide range of functionality and services in a single license without having to constantly be triggered to buy add-ons. My service team is engaged and constantly bringing forward ideas and solutions to help improve my organization and the use of the product. In addition the user interface is straight-forward and easy to pickup for administration of the environment. Prior to my current role I had not used or been aware of Freshservice and it was easy to pickup and begin being productive in from day 1. #### Cons The only negative that I've experienced has been with being able to develop my own dashboards to call out the information that is important for my role. I've struggled a bit in getting the reporting just right for what I'm looking for. I generally like to do things on my own, and there was some frustrations in being able to get what I needed. However, on the flip side of that I was able to reach out to my account team and they helped build out what I was looking for quickly. --- ### Easy to use and keeps our support team organized - Overall rating: 5/5 - Reviewer: Parishi S. - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 201-500 employees - Product usage: Used daily for less than 2 years - Reviewed: August 2026 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. We've had a positive experience overall. It has made handling support requests much more organized and improved communication within the team. The platform feels reliable, and updates have generally added useful improvements. It's been a good fit for our workflow, and I'd recommend it to businesses looking for an easy-to-use service desk solution. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros FreshService has been easy to work with from day one. The interface is clean, tickets are simple to manage, and it's easy to keep track of requests without feeling overwhelmed. Setting up automations saved us time, and the knowledge base has been helpful for both our team and end users. #### Cons Some of the advanced features took a little time to learn, and there are a lot of settings to explore. A few customization options could be more straightforward, but once everything is configured, it works well. --- ### Good support tool for handling day-to-day IT and network issues - Overall rating: 5/5 - Reviewer: Shubham S. - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 201-500 employees - Product usage: Used daily for less than 12 months - Reviewed: April 2026 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. In day-to-day work, it has been helpful in managing requests and keeping track of ongoing issues. It gives better visibility compared to manual tracking or emails. From a network support side, it helps in maintaining proper records and makes coordination easier when multiple teams are involved. Once everything is set, it runs smoothly. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros What I like is how it keeps everything in one place when handling issues. For network-related tickets, having proper details and history helps a lot during troubleshooting. It’s easy to check updates, assign tasks, and follow up without confusion. The system also helps reduce back-and-forth communication between teams. #### Cons Sometimes it takes time to adjust things based on how we actually work, especially when customizing workflows. Also, while handling multiple tickets together, it can feel a bit slow. Reporting is there, but getting exactly what we need requires some effort. --- ### Efficient, Intuitive, and Scalable ITSM Solution - Overall rating: 4/5 - Reviewer: trajkovi e. - Verified reviewer: Yes - Industry: Health, Wellness and Fitness - Company size: 1001-5000 employees - Product usage: Used daily for more than 2 years - Reviewed: March 2026 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. 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. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 3/5 - Customer support: 5/5 - Functionality: 5/5 #### 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. --- ### Good Tool for Daily IT Management - Overall rating: 5/5 - Reviewer: Akil M. - Verified reviewer: Yes - Industry: Information Services - Company size: 51-200 employees - Product usage: Used daily for less than 2 years - Reviewed: March 2026 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. 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. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### 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. --- ### Reliable Help Desk Platform for Managing IT Operations - Overall rating: 5/5 - Reviewer: Rakesh M. - Verified reviewer: Yes - Industry: Information Services - Company size: 11-50 employees - Product usage: Used daily for more than 2 years - Reviewed: March 2026 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. 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. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### 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. --- ### working with freshservice - Overall rating: 4/5 - Reviewer: Adam T. - Verified reviewer: Yes - Industry: Financial Services - Company size: 1001-5000 employees - Product usage: Used daily for less than 2 years - Reviewed: May 2026 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Overall, my experience with Freshservice 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 #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros One of the key strengths of Freshservice 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, Freshservice 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.” --- ### FreshService experience - Overall rating: 5/5 - Reviewer: Ariel C. - Verified reviewer: Yes - Industry: Education Management - Company size: 51-200 employees - Product usage: Used daily for more than 2 years - Reviewed: March 2026 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Our overall experience has been great, we love how efficient it works with all the communications, the indented responses, the merging, the option of managing the categories for the issues requests. We think in general it is an amazing product that FreshService should be proud of. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros This is a great tool for IT support teams, and I believe it can be use for another teams in an organization like Facilities. We love the fact that we can create a KB with solutions and point them on our replies to issues. The team can interact easily agent-to-agent and user-to-agent, and we can keep track of all issues in a very effective way. #### Cons We found it a little expensive, and it turned it was the fact that we were not using some of the included features in our license tier, so we are updating the plan in our next renewal. Maybe the AI component is not as good as expected, but we have not had the time to use it properly to full extent. The assets management is a little confusing and for some reason is not working great for all, but we have a MDM solution that manages all our devices, and because of that maybe we have not focused that well on this feature. ## More reviews [Next reviews](https://www.softwareadvice.com/help-desk/freshservice-profile/reviews/?page=2) --- Freshservice Reviews, Pros and Cons - 2026 Software Advice