--- 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/) / [Help Desk Software](https://www.softwareadvice.com/help-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: 4.5/5 - Total reviews: 805 ### 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: 496 reviews (62%) - 4 stars: 268 reviews (33%) - 3 stars: 32 reviews (4%) - 2 stars: 7 reviews (1%) - 1 star: 2 reviews (0%) ### Most mentioned pros - 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. - 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. ### 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 805 (page 1). ### Freshservice review given by vamshi samala - Overall rating: 4/5 - Reviewer: samala v. - Verified reviewer: Yes - Industry: Accounting - Company size: 10000+ employees - Product usage: Used daily for less than 12 months - Reviewed: September 2026 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 3/5 - Functionality: 4/5 #### Pros The interface itself is intuitive and easy to get used to, which made onboarding smoother for the team. On top of that, the knowledge base has been genuinely useful being able to check whether a similar issue has come up before means we can resolve recurring problems much faster instead of troubleshooting from scratch each time. #### Cons On the performance side, we've noticed the UI starts to lag when more than 10 team members are logging tickets at the same time. I've run into a similar slowdown when trying to bulk edit tickets, which can be a bit frustrating during high-volume periods. #### Reasons for switching to Freshservice Due to pricing and support i have made a switch --- ### Fresh service review by suchith - Overall rating: 4/5 - Reviewer: Suchith K. - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 201-500 employees - Product usage: Used daily for less than 6 months - Reviewed: September 2026 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 5/5 - Customer support: 3/5 - Functionality: 4/5 #### Pros Freshservice's ITIL Change Management module has been a real asset for auditing purposes. It gave us a clear, structured way to track changes, and monitoring our assets along with their full lifecycle became noticeably easier something that used to take a lot more manual effort to keep on top of. #### Cons One drawback is around AI capabilities. Freddy AI isn't included in the lower-tier subscriptions, and once we looked into upgrading to access it, the pricing turned out to be steeper than we'd expected making it a harder feature to justify for teams working with a tighter budget. #### Reasons for choosing Freshservice The pricing and support seems better for Freshservice --- ### 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 --- ### Easy-to-Use ITSM Solution with Powerful Automation - Overall rating: 5/5 - Reviewer: Swaroop K. - Verified reviewer: Yes - Industry: Pharmaceuticals - Company size: 501-1000 employees - Product usage: Used daily 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. Our overall experience with Freshservice has been very positive. It provides a user-friendly interface that makes ticket management straightforward for both agents and end users. The automation and workflow capabilities have helped reduce manual tasks and improve response times, while the asset management features keep IT resources well organized. Customer support has been helpful whenever needed, and the platform offers good value for money with the features included. Overall, Freshservice has helped improve the efficiency of our IT service management processes. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros Freshservice is easy to use, and the interface is clean and intuitive. The ticket management system helps keep support requests organized, while the automation and workflow features reduce manual effort and improve response times. The asset management module makes it easy to track IT assets in one place, and the reporting features help improve overall efficiency. Their customer support has been responsive whenever we've needed assistance, and overall the platform offers good value for money considering the features it provides. #### Cons Overall, it's a solid platform. Some advanced customization options can take a little time to understand, and a few reports require additional configuration to get the exact information needed. Other than that, it has worked well for our team's day-to-day IT service management. #### Reasons for switching to Freshservice We switched from ManageEngine because we wanted a more modern and user-friendly IT service management platform. Freshservice offered a cleaner interface, better workflow automation, and an easier ticket management experience. It also simplified asset management and reporting, making it easier for our team to improve overall efficiency. --- ### Good, but better options exist - Overall rating: 4/5 - Reviewer: Erin F. - Verified reviewer: Yes - Industry: Hospital & Health Care - Company size: 10000+ employees - Product usage: Used daily for less than 6 months - Reviewed: September 2026 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Used with complex epic workflows and ticketing. Good for a large healthcare IT organization. I was onboarded to this from EasyVista #### Ratings breakdown - Ease of use: 3/5 - Value for money: 3/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros Strong ticket managing system- able to handle all ticketing related items in one intuitive location. #### Cons Less features than ServiceNow. Limited reporting features- unable to execute highly customized reports #### Reasons for choosing Freshservice Cost, cheaper than the other alternatives #### Reasons for switching to Freshservice Merger required switch to new ticketing system --- ### Freshservice review by amulya - Overall rating: 4/5 - Reviewer: Amulya P. - Verified reviewer: Yes - Industry: Computer Software - Company size: 10000+ employees - Product usage: Used weekly for less than 6 months - Reviewed: October 2026 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros The main plus point of Freshservice is its Self service portal. Most of the users did not need to reach out to us with questions like “how I request a monitor” because of it. #### Cons Although initial plan is much more affordable,The price increases a lot when we wanted to add some more automations to our freshservice application. #### Reasons for switching to Freshservice Pricing is much better and easier to learn freshservice --- ### User-Friendly Ticketing and Workflows, but Pricey at Higher Tiers - Overall rating: 4/5 - Reviewer: Mohammeed R. - Verified reviewer: Yes - Industry: Computer & Network Security - Company size: 11-50 employees - Product usage: Used daily for more than 2 years - Reviewed: September 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: 4/5 - Value for money: 3/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros Freshservice is very easy to use, with a clean, modern interface that our agents learned quickly and end users find simple. The workflow automator saves us a lot of time by routing and assigning tickets automatically, and SLA tracking keeps the team on top of response times. The self-service portal and knowledge base have also reduced repetitive tickets, and having asset details linked to tickets makes troubleshooting faster. #### Cons Reporting is fairly basic out of the box, and building detailed custom reports takes extra effort. Many useful features, like advanced automation and asset management, are only in higher-priced plans, and costs add up as the number of agents grows. Customization has some limits for complex workflows, and the mobile app isn't as capable as the web version. Email notifications can also get overwhelming without careful tuning. --- ### We’re finally tracking hardware requests without having to chase down anything. - Overall rating: 5/5 - Reviewer: Alex C. - Verified reviewer: Yes - Industry: Law Practice - Company size: 2-10 employees - Product usage: Used daily for more than 2 years - Reviewed: September 2026 - Review source details: This review was submitted organically. No incentive was offered For a small law office like ours, this platform hits the nail on the head - we finally have a way to track IT issues without needing to hire someone full-time. The price is honestly a no-brainer when you think about how many hours I used to waste just chasing down who had the backup drive. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 5/5 #### Pros Before Freshservice, keeping track of who had which laptop or checking when someone needed IT help meant digging through endless email threads and WhatsApp messages. Now, every asset request from our associates gets logged automatically. #### Cons The mobile app feels like an afterthought, especially when you're trying to answer tickets from court or during client meetings. Setting up the notifications took a bit more digging than I’d hoped, but they work fine once you actually get them sorted. --- ### My view on Freshservice - Overall rating: 4/5 - Reviewer: Durga K. - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 10000+ employees - Product usage: Used weekly for less than 12 months - Reviewed: October 2026 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 3/5 - Functionality: 4/5 #### Pros Freshservice is a great ITSM tool it’s change and incident management modules are on point. Additionally, it has clear tracking of every incident #### Cons I feel like Freshworks need to improve their Reporting and Analytics module in their every product and especially Freshservice. --- ### Fresh service review by Brijesh - Overall rating: 5/5 - Reviewer: Brijesh A. - Verified reviewer: Yes - Industry: Accounting - Company size: 10000+ employees - Product usage: Used weekly for free trial - Reviewed: September 2026 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 3/5 - Functionality: 4/5 #### Pros The mobile app has been a real convenience being able to approve requests on the go, without needing to be at a desk, keeps things moving even when I'm away from the office. The role-based access is also spot on, giving each team member exactly the level of access they need, nothing more and nothing less. #### Cons The reporting dashboards feel fairly basic and don't offer much depth for teams looking to dig into detailed metrics. Along with that, the documentation could use some improvement — it isn't always thorough enough to fully address the questions or edge cases we run into. --- ### 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 --- ### Made our workflow actually feel like a workflow - Overall rating: 5/5 - Reviewer: Sagar N. - 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. We brought this on to replace a patchwork of spreadsheets and email chains, and it's genuinely made our process less chaotic. Setup was quick, the interface doesn't feel cluttered, and my team actually uses it consistently instead of falling back on old habits, which honestly is the real test. There's room to polish a few edges, but it's done what we needed it to do and then some. I'd recommend it to anyone tired of duct-taping their workflow together with five different tools. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Honestly, the thing that won me over was how fast I could get set up. I didn't need a huge onboarding call or a manual, I just started clicking around and it made sense. The workflow automation piece has saved my team a good chunk of time every week, especially on the repetitive stuff we used to do by hand. Customer support has also been solid whenever I've had a question; I got real answers from real people, not a canned script. #### Cons If I'm being picky, the mobile experience isn't quite as smooth as the desktop version. A couple of features feel like they were bolted on for phones rather than designed for them from the start. Also took me a bit of trial and error to figure out the more advanced filtering options, could use a couple more examples in the help docs. --- ### No more chasing customers on calls, ticket first, clarity always - Overall rating: 5/5 - Reviewer: Divyarajsinh D. - 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. This tool basically fixed our biggest communication problem. Earlier, "he said, she said" was a real issue, a customer would claim they approved something over a call that never actually happened, or say they sent details we never received. Now everything is documented from the start. If someone wants a bug fixed or a new requirement added, it has to go through a ticket, which means there's a clear trail, who asked for what, when, and what our response was. It's cut down miscommunication a lot and made my day-to-day work far less chaotic. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros Before this tool, my day was a mess. I'd get bug reports, new requirements, and error reports through calls, emails, WhatsApp, whatever channel the customer felt like using that day. Half the time there was no proper approval on record, and when I'd try to follow up, the customer's number would be busy or they just wouldn't respond to email. So work would get stuck in limbo, not confirmed, not rejected, just floating. After we started using this tool, everything changed. Now the rule is simple: raise a ticket first, and we'll check and respond with everything clearly mentioned there. No more chasing people on calls. Everything the customer needs, approval, requirement, bug detail, goes into the ticket, and that becomes our single source of truth. #### Cons Getting some customers into the habit of raising a ticket instead of just calling took a little convincing at first, old habits die hard. Also, the generative AI suggestions are still a bit generic when the issue is technical; I usually end up rewriting the response myself for anything beyond a routine query. --- ### 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. --- ### 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. --- ### Reliable Service Desk - Overall rating: 5/5 - Reviewer: Akanksha S. - Verified reviewer: Yes - Industry: Information Technology and 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. We've had a positive experience using Freshservice for our IT service management needs. It has helped us improve response times, organize support requests, and keep better visibility of our assets and service processes. The platform is reliable, easy to use, and has reduced a lot of the manual effort involved in managing IT operations. Customer support has also been responsive whenever we've needed assistance. Overall, it has been a valuable addition to our IT environment. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 5/5 #### Pros Freshservice has made it much easier for our IT team to manage day-to-day support requests. The interface is clean, tickets are easy to track, and the automation features save a lot of manual work. We also found the asset management and approval workflows helpful for keeping everything organized. The setup was straightforward, and our team adapted to it quickly. #### Cons There are a few advanced features that take some time to understand, especially during the initial setup. Some customizations could be more flexible, but once everything is configured properly, it works well for daily operations. --- ### Great Tool for Helpdesk - Overall rating: 5/5 - Reviewer: Shailesh P. - Verified reviewer: Yes - Industry: Information Technology and 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. We've had a good experience using Freshservice so far. It has become a part of our daily operations, especially for handling developer tickets, customer issues, service requests, and incident tracking. The dashboards make it easy to see what's pending, and SLA tracking helps us stay on top of response times. Our team doesn't have to chase updates anymore because everything is available in one place. Overall, it's a dependable platform that has helped us improve the way we manage support. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 3/5 - Customer support: 4/5 - Functionality: 5/5 #### Pros We introduced Freshservice while looking for a better way to manage internal support and customer requests. Before that, we were juggling emails and spreadsheets, which often led to missed updates. After moving to Freshservice, everything became much easier to track. Tickets are well organized, it's simple to assign work to the right person, and everyone can see the current status without asking around. The automation features have also reduced a lot of repetitive work. #### Cons There wasn't much to complain about, but we did spend some time adjusting workflows during the initial setup. Once we understood how everything worked, the system fit our process quite well. More ready-to-use templates for different industries would be a nice addition. --- ### Reliable ticket management, wish it was more customizable - Overall rating: 4/5 - Reviewer: Bhavin K. - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 201-500 employees - Product usage: Used weekly 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. Overall, it's been a solid tool for us. The core ticketing functionality does exactly what we need, and it's made our support process a lot more organized. It's not perfect - the customization limits can be frustrating when you want something slightly outside the standard setup - but it gets the job done reliably day to day. Would recommend it to teams looking for a straightforward, dependable helpdesk solution. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros The ticket management system is honestly the best part of the whole platform. Everything is organized in a way that just makes sense - assigning tickets, tracking status, setting priorities, it all flows smoothly without needing a manual to figure it out. Our team picked it up quickly, and it's cut down a lot of the back-and-forth we used to deal with when tracking requests over email. #### Cons My main gripe is the limited customization. Some of the workflows and views feel a bit rigid, and when you're trying to tailor things to fit how your specific team operates, you run into walls pretty fast. It'd be great to have more flexibility here without needing to go through support or use workarounds. --- ### 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 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. --- ### 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. --- ### Easy to Use and Reliable IT Helpdesk Platform - Overall rating: 5/5 - Reviewer: Ganesh 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 had a positive experience using Freshservice for managing IT support requests. It has made it easier to track tickets, prioritize issues, and keep everyone updated on progress. The automation features save time on repetitive tasks, and the reporting tools give a clear view of team performance. Overall, it's been a dependable solution that has improved our daily workflow. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros The interface is clean and easy to understand, so our team picked it up quickly without much training. I like how tickets, approvals, and asset information are all in one place. It has helped us stay organized and respond to requests much faster. #### Cons The initial setup took some time because there are a lot of customization options. A few advanced features also have a learning curve, but once everything is configured, it works smoothly. --- ### 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. --- ### 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.” --- ### 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. ## More reviews [Next reviews](https://www.softwareadvice.com/help-desk/freshservice-profile/reviews/?page=2) --- Freshservice Reviews, Pros and Cons - 2026 Software Advice