--- 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: 4.6/5 - Total reviews: 794 ### 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: 492 reviews (62%) - 4 stars: 261 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 a solid IT service management platform that helps streamline ticket handling, automate repetitive tasks, and improve service delivery. While there are some limitations in customization and integrations, it is still a reliable and efficient tool for managing IT support and service requests. - The most impressive aspect of Freshservice is its ability to combine enterprise-grade IT service management with simplicity—offering automation, AI-powered assistance, and a clean interface that reduces complexity while improving efficiency. ### Most mentioned cons - 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. - The main drawbacks are the cost of premium features, limited flexibility in some reporting options, and the learning curve associated with advanced workflow customization. - 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 794 (page 1). ### Great IT Ticketing System - Overall rating: 5/5 - Reviewer: James W. - Verified reviewer: Yes - Industry: Higher Education - Company size: 51-200 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 use Freshservice for ticket management, change management, knowledge base, and more. Most of all, it has been a very helpful tool for our IT team to manage incidents, feature requests, and projects. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros With this platform, there's a clean interface, you can efficiently manage tickets, customize fields, automate ticket properties, integrate with Slack, and more. #### Cons It would be nice to have a few more features. For examples: - the ability to edit ticket work type on the list view - have a list view of both tickets assigned to me and tickets I'm watching - set colors of tickets based on field properties --- ### 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 --- ### 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 --- ### Powerful ITSM platform with excellent automation capabilities and ease of use - Overall rating: 5/5 - Reviewer: Denis B. - Verified reviewer: Yes - Industry: Machinery - Company size: 5001-10000 employees - Product usage: Used daily for more 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. We've been using Freshservice as our primary IT service management platform and have had a very positive experience. The platform has helped us improve ticket handling, automate repetitive administrative tasks, and provide better visibility into IT operations. The implementation process was straightforward, and new team members can become productive quickly because the interface is easy to learn. What stands out most is the pace of product development. New features are introduced regularly, and many of them address real operational needs rather than being purely cosmetic improvements. For organizations looking for a modern ITSM solution that combines strong automation capabilities with a user-friendly experience, Freshservice is a solid choice. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros One of the biggest advantages for our team has been the balance between functionality and ease of administration. We use Freshservice not only for incident and service request management but also for workflow automation and integrations with Active Directory and other internal systems. The Workflow Automator is powerful enough to handle complex approval and provisioning scenarios without requiring custom development in most cases. The user interface is intuitive for both agents and end users, which helped us achieve adoption quickly. Asset management, service catalog, and automation features work well together and allow us to standardize processes that were previously handled manually. #### Cons Some advanced automation and integration scenarios still require workarounds, especially when dealing with nested JSON objects or complex data transformations inside workflows. Documentation is generally good but occasionally lacks examples for more advanced use cases. Reporting is useful, although deeper customization options would be welcome. #### Reasons for switching to Freshservice Lower licensing costs, simpler administration, and faster implementation of workflow changes. --- ### 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. --- ### 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. --- ### A Solid All-in-One Platform with Room to Grow - Overall rating: 4/5 - Reviewer: Erin G. - Verified reviewer: Yes - Industry: Religious Institutions - 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. Overall, our experience with Freshservice has been positive. Compared to other ticketing platforms we’ve used in the past, Freshservice has been much more open to customer feedback and willing to improve the platform over time. While some issues and feature requests move slowly, we have seen progress and responsiveness from their team. The biggest value for us has been the flexibility of the ticketing system, the reporting capabilities, and the ability to centralize multiple operational functions into one platform. We’re also excited about the future AI integrations and how those may continue improving workflows and efficiency moving forward. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros Freshservice does a great job bringing many tools into one platform. The ticketing system is by far the strongest aspect of the product and has been flexible enough for us to customize around our environment and workflows. Reporting has also been a standout feature, allowing us to create meaningful dashboards and track data effectively. We also appreciate having asset management, onboarding journeys, project management, and automation tools all in one place rather than managing multiple systems. The ability to brand the platform to match our organization has been a nice touch as well. #### Cons Because Freshservice offers so many modules and features, we’ve experienced a fair amount of bugs and slower development timelines for improvements and fixes. Some features feel more polished than others. The project management module, while helpful to have included, can feel clunky and less intuitive compared to dedicated project management tools. We’ve also experienced issues with integrations and workflows, including Slack form auto-fill problems, limited SLA dashboard widgets, and bugs within the onboarding journey process that have slowed adoption. #### Reasons for switching to Freshservice It didn't scale properly and they weren't able to adapt to our needs --- ### 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 --- ### Well-structured platform for managing IT support teams efficiently - Overall rating: 5/5 - Reviewer: Tushar R. - Verified reviewer: Yes - Industry: Information Services - 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. Overall, the experience has been steady and reliable. It has improved how we manage incoming requests and distribute work across the team. From a management point of view, it gives better control over SLAs and performance tracking. Once the system is properly configured, it supports daily operations without much friction and helps maintain consistency in support delivery. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros From a team lead perspective, Freshservice helps keep support operations organized and predictable. The ticket flow is clear, and it’s easy to track who is handling what. Features like SLA tracking and automation reduce follow-ups and help the team stay aligned. It also gives good visibility into workloads, which makes it easier to manage the team during peak hours. #### Cons Initial setup and fine-tuning workflows can take some time, especially when aligning with existing processes. Reporting is useful, but more flexibility in customization would help for deeper analysis. Also, cost can be a factor when scaling the team. #### Reasons for choosing Freshservice We evaluated ServiceNow, but Freshservice felt easier to adopt for our team. The interface is simpler, and setup required less effort compared to other tools. It fit better with our current workflow and was quicker to implement. --- ### Fresh Service has changed the way we service our restaurants - Overall rating: 5/5 - Reviewer: Kenny B. - Verified reviewer: Yes - Industry: Food & Beverages - 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. It has been phenomenal. It has changed the way we do service management within our organization 100%. We can now better manage problems, requests, inventory, and change management which were tough initially. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros How intuitive and easy it is to navigate and use for both our tech team and end users. We have also been able to stand up our HR service needs within the platform. #### Cons That there is a cost associated with Freddy AI. Initially it was part of the platform when we purchased. #### Reasons for switching to Freshservice the platform was out of date, unsupported, and broke daily. --- ### Robust Toolbox, if you're skilled and have the time for said tools. - Overall rating: 5/5 - Reviewer: Mat G. - Verified reviewer: Yes - Industry: Marketing and Advertising - Company size: 201-500 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. More often than not, FreshService CAN do what you are looking to get done, it just takes a lot of time for it to be configured to do so. If you have a solid team that enjoys building systems out, this will work well. If you're looking for something that's going to operate smoothly and effortlessly within a week or two of starting, there are better workflow-automation services. We save a ton compared to using Okta, BetterCloud or other middle-ware by using FreshService and a 365 Azure Runbook environment. The savings DO equate, and helps us avoid middleware costs YoY, but you will need to be dedicated to managing Freshservice. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros FreshService has a lot of different modules that allow you to setup an environment with API, integrations, and inventory management through their Agent. The Agent can be easily deployed, and their software/contract management module helps keep licenses in order once the automations are built. #### Cons While it has access to a lot of different resources, it's also a bit clunky at times. The different modules take a bit of time investment. While we've had them for years and had enough lulls in daily work to invest this time, it does take a bit of ane effort to get their SaaS fully functional and working well. #### Reasons for switching to Freshservice Jira did not have the same functionality and toolset for us at the time, and was clunky for our users to leverage --- ### Freshservice - a game changer - Overall rating: 5/5 - Reviewer: Werner A. - Verified reviewer: Yes - Industry: Non-Profit Organization Management - Company size: 51-200 employees - Product usage: Used daily for less 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. Overall we are happy with the product and we are exploring the different modules and building it out further as it has so many aspects to it. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros The Ease of getting it set up and the impact it made on our day to day IT support process - the Knowledge base is also a winner and we love the custom portal. #### Cons Some of the app integrations are complicated to set up and can be a little janky at times. There are also some finer automation things that take some time to learn. #### Reasons for switching to Freshservice Was not giving us the needed modules that we need for what we wanted to do. Also we outgrew this application --- ### Customer Support and Customization - Overall rating: 5/5 - Reviewer: Patan B. - Verified reviewer: Yes - Industry: Research - Company size: 501-1000 employees - Product usage: Used daily for more 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. First thing is it is value for money, reports are very useful and we can generate reports automatically in pie chart, graph. asset taggging is available. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Freshservice ticketing tool is simple to user and customize when you compare with very familiar ticketing tools like servicenow,manage engine, zoho desk. Also it provides all the features which are provided by other similar competitive tools. Also one thing i noticed is cutomer support, one day i submitted ticket clearly with all my queries immediately one agent recorded video how to implement it step by step and replied me. i followed same steps and issue was resolved. #### Cons At the moment it satisified all my needs with single license no add-ons required to access other modules. #### Reasons for switching to Freshservice Cost efficiency and customization and no add-on's required. --- ### Simple, dependable helpdesk ticketing with solid automation - Overall rating: 4/5 - Reviewer: Hardik P. - Verified reviewer: Yes - Industry: Information Services - Company size: 201-500 employees - Product usage: Used daily for less than 12 months - 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. On the whole, it's been a dependable tool for handling helpdesk requests. Tickets move through the system smoothly, automation takes a lot of the repetitive work off the team's plate, and new agents pick it up fast. It's not without rough edges - reporting flexibility and mobile features could definitely be better - but for day-to-day ticket management it gets the job done well and hasn't given us major headaches. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 3/5 - Functionality: 5/5 #### Pros The biggest plus for us has been how simple it is to manage day-to-day support tickets without a messy learning curve. The interface is clean, so agents can jump in and start working tickets without needing weeks of training. Automation has been a real time-saver too - auto-assigning tickets, sending reminders, escalating anything that's overdue, all without someone having to babysit it manually. The knowledge base feature has also cut down on repetitive tickets since users can often find answers themselves before raising a request. Whenever we've needed help, support has been quick to respond and actually useful, not just scripted replies. #### Cons Reporting is probably the weakest part. The built-in dashboards cover the basics fine, but if you want something more custom, it gets a bit fiddly and you often end up pulling the data out to work with it elsewhere. The mobile app is another area that needs work - some ticket actions that are easy on desktop just aren't there on mobile yet, which slows things down when you're away from your laptop. Pricing structure can also be a little confusing at first since it's not always obvious what's bundled into each plan. --- ### Reliable and User-Friendly - Overall rating: 5/5 - Reviewer: Pathik B. - Verified reviewer: Yes - Industry: Information Services - Company size: 501-1000 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 been using Freshservice to manage our internal IT support, and it has worked well for our day-to-day operations. The ticketing system is straightforward, the interface is clean, and it gives us a better way to handle requests compared to using emails or spreadsheets. We've also had a good experience with their support team whenever we had questions. Overall, it's a dependable solution that has made our support process more efficient. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros The best part for us has been how easy it is to keep track of support requests. Everything is in one place, so it's simple to assign tickets, follow updates, and close issues without confusion. It has helped our team stay organized even during busy days. #### Cons The initial setup took a little time because there are many options to configure. A few settings weren't immediately obvious, but after getting familiar with the platform, it became much easier to manage. --- ### 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. --- ### 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. --- ### Excellent ITSM Solution for Efficient Support Management - Overall rating: 5/5 - Reviewer: Rakesh M. - Verified reviewer: Yes - Industry: Computer Networking - Company size: 51-200 employees - Product usage: Used daily for less than 2 years - 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. Our overall experience with Freshservice has been very positive. It has significantly improved our service desk efficiency, asset management, and response times. The automation features reduce manual effort, while the clean interface makes adoption easy for the team. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Freshservice offers an intuitive and user-friendly interface that makes ticket management simple and efficient. It helps streamline IT support operations with automation, customizable workflows, and SLA management. #### Cons Some advanced customizations and integrations can be complex to configure initially. Pricing may be higher for smaller organizations when additional features are required. Reporting customization could be improved further, and occasional minor delays may occur with large data loads. --- ### 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. --- ### Efficient and User-Friendly ITSM Tool with Strong Automation Capabilities - Overall rating: 4/5 - Reviewer: Deste F. - 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 reliable and efficient ITSM platform that streamlines service desk operations and improves team collaboration. It strikes a good balance between usability and functionality, making it suitable for both mid-sized and large organizations. While there are minor drawbacks in reporting and support responsiveness, the platform delivers consistent performance and automation benefits that save time and improve service quality. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 4/5 - Functionality: 5/5 #### Pros Freshservice offers strong value for money with a rich feature set that supports ITSM processes end-to-end. The interface is intuitive, making it easy for teams to adopt quickly without heavy training. Automation capabilities significantly improve efficiency by reducing manual tasks, especially in ticket routing and SLA management. Collaboration tools, such as shared ownership and internal notes, enhance team productivity. Integration with Microsoft and other tools is smooth, enabling centralized workflows and better visibility across systems. #### Cons Customer support can sometimes be slow or inconsistent when handling complex issues. Certain advanced configurations, especially in automation and workflows, are not very user-friendly and may require trial and error. Reporting and analytics, while useful, feel somewhat limited and lack deeper customization. Occasional bugs and UI glitches can disrupt workflows. Additionally, some integrations require extra setup effort or paid tiers, which can impact overall value. --- ### Powerful ITSM tool with strong automation but room for improvement - Overall rating: 5/5 - Reviewer: Stefan D. - Verified reviewer: Yes - Industry: Information Technology and Services - 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 with Freshservice has been very positive. It provides a solid IT service management platform that helps streamline ticket handling, automate repetitive tasks, and improve service delivery. While there are some limitations in customization and integrations, it is still a reliable and efficient tool for managing IT support and service requests. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 5/5 #### Pros Freshservice is very intuitive and easy to use compared to many other ITSM platforms. The ticketing system is well organized, automation workflows are powerful, and the service catalog makes it simple for users to request services. Integration with other tools and APIs is also very helpful for automating IT processes and connecting with identity or asset management systems. Reporting and analytics provide good visibility into support operations. #### Cons Some advanced configurations can be complicated and require workarounds. Certain integrations and automation features could be more flexible, especially when connecting with external systems. Pricing can also increase quickly when additional modules or agents are required. ## More reviews [Next reviews](https://www.softwareadvice.com/help-desk/freshservice-profile/reviews/?page=2) --- Freshservice Reviews, Pros and Cons - 2026 Software Advice