--- 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/) / [Contract Management Software](https://www.softwareadvice.com/contract-management/) / [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: 803 ### 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: 266 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 803 (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 --- ### 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 --- ### 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 --- ### 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. --- ### 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. --- ### Powerful and User-Friendly ITSM with Strong Automation but Pricing Limits - Overall rating: 5/5 - Reviewer: Lumo S. - 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. Overall, my experience has been very positive. It’s a reliable ITSM tool that helps streamline operations and improve response times. With proper setup, it becomes a powerful platform, though it does require some effort to fully optimize workflows. Once configured well, it significantly improves team efficiency, visibility, and service quality across IT operations. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 3/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Freshservice is very intuitive and easy to set up, even for complex IT workflows. Automation features save a lot of time, especially for repetitive tasks, and the UI is clean and user-friendly. Integrations and customization options make it flexible for different team needs. The onboarding process is smooth, and documentation is helpful, making it easier for IT teams to quickly adopt and scale usage. #### Cons Some advanced features feel limited unless you move to higher-tier plans. Reporting can be a bit rigid, and API/search behavior sometimes requires workarounds. Also, certain configurations are not very transparent, which can slow down troubleshooting. Pricing can increase quickly as you scale, and some features that feel essential are locked behind premium tiers. #### Reasons for choosing Freshservice We chose Freshservice over Salesforce because it’s purpose-built for IT service management, making it faster to implement and easier for IT teams to use daily. Freshservice offers out-of-the-box ITIL features, strong automation, and a more intuitive interface, while Salesforce typically requires heavy customization to achieve similar ITSM functionality. Overall, Freshservice provided better value, quicker deployment, and lower operational complexity for our needs. --- ### Gets The Job Done Right - Overall rating: 5/5 - Reviewer: Pankaj P. - 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. No complaints that would make me look elsewhere. It runs steady, tickets get handled, SLAs stay on track, and the reporting tells me what I need without extra clicking around. Sure, I'd like more room to tweak things to fit our setup, but that's a small trade-off for a tool that just works day after day. If your team needs something dependable that doesn't require constant maintenance, this checks the box #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros Ticket management is where this thing shines. I've used tools that made you jump through five menus just to reassign something - not this. It's clean, it's fast, and tickets don't just disappear into some queue nobody checks. Our response times got noticeably better after switching, and that's not something I say lightly. #### Cons Customization needs work. Every team has its own way of doing things, and this platform sort of expects you to adapt to it rather than the other way around. Wanted to set up a few fields and workflows exactly how we needed them, and ended up settling for close enough more than once. --- ### Four Years In, Still Earns Its Keep - Overall rating: 5/5 - Reviewer: Jeki M. - 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. Honestly, it's aged well for us. I've watched newer tools come and go with flashier dashboards, but this one has stayed consistent and predictable - which, when you're leading a team, is worth more than flash. Requests don't vanish, priorities are visible without digging, and onboarding new engineers onto the process takes maybe ten minutes. It's not perfect, and the rigid customization still bugs me from time to time, but four years in, it's earned its spot in our stack. Would still recommend it to any engineering lead who wants less firefighting and more actual building. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 3/5 - Functionality: 5/5 #### Pros Four years is a long stretch to stick with any tool, and the reason we have is pretty simple - ticket management just doesn't get in the way. As a team lead, I'm constantly juggling bugs, access requests, environment issues, deployment blockers - all sorts of noise coming from different directions. This tool keeps that noise organized instead of chaotic. I can glance at a queue and immediately know what's blocking a release versus what can wait till next sprint. That kind of clarity matters more than people realize when you're managing a team's day-to-day flow. #### Cons My biggest frustration has been the customization ceiling. Front-end workflows aren't always linear - sometimes a "bug" is really a design inconsistency, sometimes it's a browser compatibility mess that needs a totally different tracking approach. The platform doesn't flex much for that kind of nuance, so we've had to bend our categorization to fit what's available rather than the other way around. After four years, I'd have expected a bit more room to shape things around how engineering teams actually think. --- ### 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. --- ### Does the job without overcomplicating things - Overall rating: 5/5 - Reviewer: Harsh T. - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 201-500 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. Been using it for a few months now and honestly, no regrets. It's not flashy, but it works - tickets get handled faster, nothing slips through the cracks anymore, and my team's stopped complaining about the old system (which is saying something). Could use a bit more flexibility on customization, but that's a minor complaint compared to how much smoother our support process runs now. Solid pick if you want something that just handles the basics really well. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 5/5 #### Pros Honestly, the ticketing side of things is what won me over. I was expecting a bit of a learning curve, but nope - logging in and figuring out how tickets get routed, prioritized, and closed out was pretty painless. My team went from constantly losing track of requests in our inbox to actually having a clear pipeline. That alone made switching worth it. #### Cons If I'm being picky, I'd say the customization side leaves something to be desired. There were a couple times we wanted to tweak fields or set things up a certain way for our workflow, and it just wasn't as flexible as I'd hoped. Not a dealbreaker, but definitely something on my wishlist for future updates. --- ### 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. --- ### 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. --- ### A Reliable ITSM Platform That Gets the Basics Right - Overall rating: 5/5 - Reviewer: Deep K. - Verified reviewer: Yes - Industry: Marketing and Advertising - Company size: 201-500 employees - Product usage: Used daily 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. Freshservice is a cloud-based ITSM platform that strikes a practical balance between functionality and usability. Its clean interface and short learning curve make onboarding straightforward, and the core modules — incident, problem, change, and asset management with a built-in CMDB — cover most day-to-day IT operations without heavy configuration. Automation and integrations help consolidate fragmented tooling, and reporting dashboards give decent operational visibility. The trade-offs show up at the edges: advanced customization, deep reporting, and complex integrations can feel constrained, often requiring workarounds or higher-tier plans. AI-assisted features are improving but not consistently reliable. Overall, it's a strong fit for small and mid-sized IT teams; larger enterprises with complex needs may find it limiting. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros -Clean, straightforward interface that doesn't require much training to become productive — not over-architected like some competitors, which makes onboarding fast for IT teams. -Strong core ITSM coverage out of the box — incident, problem, change, and asset management plus a CMDB on a single platform, so teams can consolidate fragmented tooling. -Automation of ticketing and asset tracking reduces manual work and downtime, which is the most commonly praised efficiency win. -Centralizes requests and offers solid collaboration through integrations, helping teams move off patchwork tools (separate ticketing, asset, and PM systems). -Real-time reporting and dashboards support data-driven decisions, and the platform is GDPR-compliant with SSO, role-based access, IP whitelisting, and MFA available. -Generally seen as offering good value relative to ServiceNow and Jira Service Management, especially for small and mid-sized IT teams. #### Cons -Custom workflows can feel limiting on the base tier, particularly for more advanced automation — you often need to move up a plan to unlock what you actually need. -Advanced customization is less flexible than expected; tailoring reports to non-standard data points often requires workarounds. -Reporting is restrictive — users note you can't always pull the views you want (for example, reports on conversations or replies). -Large data imports can get stuck, which isn't a problem seen as often in competing tools. -AI features, while improved, still misclassify or escalate nuanced requests incorrectly. -Integrations with external systems can be complex and may require specialist skills; scaling to very large enterprises can expose limits in handling peak ticket volumes. -Pricing perception varies — some smaller buyers in recent Capterra reviews flagged value-for-money concerns at higher tiers. --- ### I would recommend Freshservice - Overall rating: 5/5 - Reviewer: Brad V. - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 51-200 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 has been very positive. I've configured other ITSM platforms and have found them much more confusing and complicated. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros The software is easy to use and implement. For my part as implementor it was easy to learn and am happy to have it in my knowledge base. #### Cons The field number limitations. Often time as an example I need more than 10 paragraph fields in a Service Item. It would be nice to not have to be concerned about field limits. --- ### 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. --- ### 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. --- ### Mature ITSM Platform with Strong Operational Efficiency and Usability - Overall rating: 5/5 - Reviewer: Maki B. - 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. Overall, Freshservice is a mature and reliable ITSM solution that delivers strong operational value. It is particularly effective for organizations seeking a balance between ease of use and functional depth, though it has room to evolve in analytics and enterprise-grade flexibility. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 3/5 - Functionality: 5/5 #### Pros With over a decade in ITSM, I appreciate Freshservice’s balance between usability and capability. The platform is intuitive, reducing onboarding time, while still offering solid automation for ticketing, SLAs, and workflows. It drives measurable efficiency gains and supports effective team collaboration through clear ownership and internal communication. Integrations, particularly within the Microsoft ecosystem, are straightforward and enable cohesive, centralized operations. #### Cons From a more advanced perspective, the platform shows limitations in reporting depth and customization. Complex workflow configurations can become unintuitive and require workarounds. Support responsiveness is inconsistent for higher-complexity cases. Additionally, occasional UI glitches and integration dependencies on higher-tier plans can impact overall scalability. ## More reviews [Next reviews](https://www.softwareadvice.com/help-desk/freshservice-profile/reviews/?page=2) --- Freshservice Reviews, Pros and Cons - 2026 Software Advice