# Freshservice Software Reviews, Demo & Pricing - 2026

> Review of Freshservice Software: system overview, features, price and cost information. Get free demos and compare to similar programs.

Source: https://www.softwareadvice.com/psa/freshservice-profile

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Freshservice

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Overview

[Reviews](https://www.softwareadvice.com/help-desk/freshservice-profile/reviews/)[Alternatives](https://www.softwareadvice.com/help-desk/freshservice-profile/alternatives/)

# Freshservice Review

From $19-$99/month Free trial 4 plans

Wondering if Freshservice is right for your organization?

Our Help Desk Software selection experts can help you in 15 minutes or less.

On this page

-   Overview
    
-   User Interface
    
-   Popular Alternatives
    
-   Pros and Cons
    
-   Pricing and Plans
    
-   Features
    
-   Integrations
    
-   User Reviews
    
-   Popular Comparisons
    

## Overview

Freshservice

4.5

[(760)](https://www.softwareadvice.com/help-desk/freshservice-profile/reviews/)

FrontRunner 2026

Pricing

Starting at $19.00 per month

### About Freshservice

Freshservice is a cloud-based IT Help Desk and service management solution that enables organizations to simplify their IT operations. The solution offers features that include a ticketing system, self-service portal and knowledgebase. The solution also provides a mobile app for iOS and Android that allows IT administrators to service requests remotely.

Freshservice provides ITIL-ready components that help administrators manage assets, incidents, problems, change and releases. The Asset Management component helps organizations exercise control over their IT assets. Software/ hardware assets can be added, tagged, tracked and delinked, ensuring asset visibility and awareness.

Freshservice also offers a gamification module called "Arcade". This module enables IT agents to score points and gamify IT related tasks. The solution allows administrators to generate pre-defined reports for incidents and changes using various filters. Freshservice can be integrated with third-party apps for managing the service desk. It is available on an annual subscription basis that includes support via email and phone.

Wondering if Freshservice is right for your organization?

Our Help Desk Software selection experts can help you in 15 minutes or less.

## Freshservice User Interface

## Popular Freshservice Alternatives

Main Product

Freshservice

4.5

[(760)](https://www.softwareadvice.com/help-desk/freshservice-profile/reviews/)

Ratings Breakdown

-   4.58Ease of use
-   4.43Value for money
-   4.55Customer support
-   4.33Functionality

Pricing

Starting at $19.00 per month

Get Price

Alternative Product

[Zendesk Suite](https://www.softwareadvice.com/product/26892-Zendesk/)

4.4

[(4085)](https://www.softwareadvice.com/product/26892-Zendesk/reviews/)

Ratings Breakdown

-   4.33Ease of use
-   4.16Value for money
-   4.26Customer support
-   4.36Functionality

Pricing

Starting at $55.00 per month

Get Price

Alternative Product

[Freshdesk](https://www.softwareadvice.com/crm/freshdesk-profile/)

4.5

[(3461)](https://www.softwareadvice.com/crm/freshdesk-profile/reviews/)

Ratings Breakdown

-   4.48Ease of use
-   4.41Value for money
-   4.49Customer support
-   4.35Functionality

Pricing

Starting at $19.00 per month

Get Price

Alternative Product

[Milvus](https://www.softwareadvice.com/it-management/milvus-profile/)

4.8

[(298)](https://www.softwareadvice.com/it-management/milvus-profile/#reviews)

Ratings Breakdown

-   4.79Ease of use
-   4.66Value for money
-   4.66Customer support
-   4.66Functionality

Pricing

Starting at R$35.00 per month

Get Price

Alternative Product

[LiveAgent](https://www.softwareadvice.com/crm/liveagent-profile/)

4.7

[(1787)](https://www.softwareadvice.com/crm/liveagent-profile/reviews/)

Ratings Breakdown

-   4.57Ease of use
-   4.64Value for money
-   4.69Customer support
-   4.57Functionality

Pricing

Starting at $15.00 per month

Get Price

Alternative Product

[MaintainX](https://www.softwareadvice.com/cmms/maintainx-profile/)

4.8

[(1051)](https://www.softwareadvice.com/cmms/maintainx-profile/reviews/)

Ratings Breakdown

-   4.79Ease of use
-   4.65Value for money
-   4.83Customer support
-   4.56Functionality

Pricing

Starting at $25.00 per month

Get Price

## Freshservice Pros and Cons

We analyzed 760 verified reviews for Freshservice to find out what actual users really think.

Select to learn more

Responsive And Helpful Support Team

Users appreciate Freshservice's responsive customer support, noting quick replies and effective issue resolution. The support team is available when needed, and onboarding assistance helps organizations get started smoothly. Many find the support experience reliable and a key benefit of the platform.

Rich And Evolving Feature Set

Freshservice offers a wide range of features for IT service management, with frequent updates and improvements. Users value the flexibility, ease of use, and regular addition of new tools. The platform provides essential functionalities without overwhelming users, supporting both small and large teams.

Centralized Ticket Tracking Tools

Freshservice streamlines ticket management with a clear dashboard, easy submission, and automated workflows. Users can track, assign, and merge tickets, reducing duplication and keeping everything organized. Customization and collaboration features help teams resolve issues efficiently and maintain visibility on progress.

Limited And Inflexible Reporting

Reporting capabilities in Freshservice are often described as basic and lacking customization. Users struggle with building custom reports, find the options too static, and note that advanced or project-specific reporting is difficult or unavailable. Many feel the reporting tools need significant improvement.

Cost And Tier Limitations

Pricing is a concern for many users, especially small businesses and nonprofits. The tiered payment system can be confusing, with key features locked behind higher-priced plans. Some find the cost high compared to competitors, and scaling up often increases expenses significantly.

## Freshservice Pricing and Plans

Starting price: $19.00 per month

Free Trial

Free Version

Starter

$19.00

per user, per month

Plan includes:

-   Omnichannel support
-   Incident Management
-   1000 Orchestration Transactions/Mo./Account
-   Analytics Starter
-   Custom SSL
-   Knowledge Base
-   Marketplace Apps
-   Mobile Apps
-   Multiple Portal Languages
-   Orchestration

Read More

Growth

$49.00

per user, per month

Plan includes:

-   2000 Orchestration Transactions/Mo./Account
-   Approval Workflows
-   Asset Management - 100 Free Assets
-   Business Hours
-   Business Rules
-   Employee Onboarding
-   MSP Mode
-   Portal Customization
-   Purchase Order Management
-   Service Catalog

Read More

Pro

$99.00

per user, per month

Plan includes:

-   Incident Management
-   Problem Management
-   Change Management
-   Knowledge Base
-   Service Catalog
-   Support portal
-   Omnichannel
-   Multiple SLAs
-   Project Management
-   Release Management

Read More

Enterprise

Pricing available upon request

Plan includes:

-   Sandbox
-   Audit Logs

Confused about pricing? We've got you covered.

Get a personalized pricing breakdown tailored to your specific needs—no guesswork, no generic estimates.

## Freshservice Features

-   Popular features found in Help Desk
    
    Access Controls/Permissions
    
    Activity Dashboard
    
    Alerts/Escalation
    
    Automated Routing
    
    Collaboration Tools
    
    Macros/Templated Responses
    
    Multi-Channel Communication
    
    Real-Time Notifications
    
    Reporting/Analytics
    
    Self Service Portal
    
    Service Level Agreement (SLA) Management
    
    Workflow Management
    
-   More features of Freshservice
    
    Active Directory Integration
    
    Activity Tracking
    
    AI Copilot
    
    AI Summarization
    
    Alerts/Notifications
    
    Analytics
    
    API
    
    Approval Process Control
    
    Approval Workflow
    
    Asset Discovery
    
    Asset Lifecycle Management
    
    Asset Tracking
    
    Assignment Management
    
    Audit Management
    
    Audit Trail
    
    Automated Discovery
    
    Automated Responses
    
    Barcode/Ticket Scanning
    
    Billing & Invoicing
    
    Budget Tracking
    
    Build Automation
    
    Business Impact Analysis
    
    Buy Side (Suppliers)
    
    Calendar Management
    
    Canned Responses
    
    Case Management
    
    Catalog Management
    
    Change Management
    
    Change Planning
    
    Change Tracking
    
    Chatbot
    
    Chat/Messaging
    
    Client Portal
    
    CMDB
    
    Commenting/Notes
    
    Completion Tracking
    
    Compliance Management
    
    Compliance Tracking
    
    Configurable Workflow
    
    Configuration Management
    
    Content Management
    
    Contract Drafting
    
    Contract/License Management
    
    Corrective and Preventive Actions (CAPA)
    
    Cost Tracking
    
    CRM
    
    Customer Complaint Tracking
    
    Customizable Branding
    
    Customizable Fields
    
    Customizable Forms
    
    Customizable Reports
    
    Customizable Templates
    
    Dashboard
    
    Data Import/Export
    
    Data Visualization
    
    Device Auto Discovery
    
    Disaster Recovery
    
    Documentation Management
    
    Document Automation
    
    Document Management
    
    Document Storage
    
    Drag & Drop
    
    Drag & Drop Editor
    
    Electronic Signature
    
    Email Alerts
    
    Email Management
    
    Email Templates
    
    Employee Onboarding
    
    Event Logs
    
    Feedback Management
    
    File Sharing
    
    Forecasting
    
    For IT Project Management
    
    Forms Management
    
    Full Text Search
    
    Help Desk Management
    
    HR Management
    
    Incident Management
    
    Incident Reporting
    
    Incident Response Checklists
    
    Inventory Auditing
    
    Inventory Management
    
    Inventory Optimization
    
    Inventory Tracking
    
    Investigation Management
    
    Issue Auditing
    
    Issue Management
    
    Issue Scheduling
    
    Issue Tracking
    
    IT Asset Management
    
    IT Asset Tracking
    
    IT Incident Management
    
    IT Reporting
    
    Knowledge Base Management
    
    Knowledge Library
    
    Knowledge Management
    
    License Inventory
    
    License Management
    
    License Tracking
    
    Live Chat
    
    Maintenance Management
    
    Maintenance Scheduling
    
    Mobile Access
    
    Mobile Alerts
    
    Mobile App
    
    Monitoring
    
    Multi-Channel Management
    
    Multi-Language
    
    Multi-Location
    
    Multiple User Accounts
    
    Onboarding
    
    On Call Scheduling
    
    Order Management
    
    Password Management
    
    Patch Management
    
    Percent-Complete Tracking
    
    Performance Metrics
    
    Performance Monitoring
    
    Policy Management
    
    Pre-built Templates
    
    Prioritization
    
    Problem Management
    
    Procurement Management
    
    Product Identification
    
    Project Management
    
    Project Tracking
    
    Purchase Order Management
    
    Real-Time Chat
    
    Real-Time Data
    
    Real-Time Monitoring
    
    Real-Time Updates
    
    Recurring Issues
    
    Relationship Mapping
    
    Release Management
    
    Remote Access/Control
    
    Remote Monitoring & Management
    
    Remote Update/Installation
    
    Renewal Management
    
    Reporting & Statistics
    
    Request Assignment
    
    Requirements Management
    
    Requisition Management
    
    Resource Management
    
    Risk Analysis
    
    Risk Assessment
    
    Role-Based Permissions
    
    Routing
    
    Rules-Based Workflow
    
    Scheduled/Automated Reports
    
    Scheduling
    
    Search
    
    Search/Filter
    
    Secure Data Storage
    
    Security Tools
    
    Sell Side (Customers)
    
    Service Catalog
    
    Service Reporting
    
    Service Request Management
    
    Single Sign On
    
    SSL Security
    
    Status Tracking
    
    Summary Reports
    
    Supplier Management
    
    Support Ticket Management
    
    Support Ticket Tracking
    
    Survey/Poll Management
    
    Surveys & Feedback
    
    Tagging
    
    Task Management
    
    Task Progress Tracking
    
    Team Collaboration
    
    Templates
    
    Testing/QA Management
    
    Third-Party Integrations
    
    Ticket Management
    
    Troubleshooting
    
    Usage Tracking/Analytics
    
    Web Notifications
    
    Widgets
    
    Workflow Automation
    

## Freshservice Integrations

Microsoft Teams

Integration rated 4.4 from 20 reviews

Jira

Integration rated 3.8 from 17 reviews

Microsoft Azure

Integration rated 4.8 from 17 reviews

Microsoft Entra ID

Integration rated 4.6 from 11 reviews

Microsoft 365

Integration rated 4.3 from 10 reviews

OpsGenie

Integration rated undefined from -1 review

See all 52 integrations

## Freshservice User Reviews

Overall Rating

4.5

Ratings Breakdown

5

61%

4

34%

3

4%

2

1%

1

0%

Secondary Ratings

Ease of Use

4.6

Value for money

4.4

Customer support

4.6

Functionality

4.3

ES

Ellie S.

Verified reviewer

Education Management

1001-5000 employees

Used weekly for more than 2 years

Review source

Reviewed May 2026

IT tickets, simplified

5

Previously 4

Ratings Breakdown

5

Ease of use

3

Customer support

4

Functionality

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

Read More

EG

Erin G.

Verified reviewer

Religious Institutions

201-500 employees

Used daily for more than 2 years

Review source

Reviewed May 2026

A Solid All-in-One Platform with Room to Grow

4

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

4

Ease of use

4

Value for money

4

Customer support

4

Functionality

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

Read More

DP

Dan P.

Verified reviewer

Leisure, Travel & Tourism

201-500 employees

Used weekly for more than 2 years

Review source

Reviewed February 2026

Helpdesk Tool That Works

5

Ratings Breakdown

5

Ease of use

5

Functionality

Pros:

Easy to use and user interface that has been recently updated and refreshed to provide a modern web app experience

Cons:

Reporting and analytics functionality can be a little clunky at times however overall it is adequate.

Read More

SK

Swaroop K.

Verified reviewer

Pharmaceuticals

501-1000 employees

Used daily for less than 2 years

Review source

Reviewed July 2026

Easy-to-Use ITSM Solution with Powerful Automation

5

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

4

Ease of use

4

Value for money

4

Customer support

4

Functionality

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.

Read More

MS

Mankeshwar S.

Verified reviewer

Information Services

201-500 employees

Used daily for more than 2 years

Review source

Reviewed July 2026

Turned our messy ticket process into something that actually flows

5

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

5

Ease of use

5

Value for money

3

Customer support

5

Functionality

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

Read More

DB

Denis B.

Verified reviewer

Machinery

5001-10000 employees

Used daily for more than 2 years

Review source

Reviewed June 2026

Powerful ITSM platform with excellent automation capabilities and ease of use

5

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

5

Ease of use

5

Value for money

5

Customer support

5

Functionality

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.

Read More

TJ

Tomas J.

Verified reviewer

Computer Software

5001-10000 employees

Used daily for more than 2 years

Review source

Reviewed May 2026

Freshservice review

5

Overall? Great? Customer support is mostly responding quite quickly. From time to time was unclear expectation on my end when something will be fixed. Also there could be a bit more of face to face customer interactions.

Ratings Breakdown

5

Ease of use

4

Value for money

4

Customer support

5

Functionality

Pros:

Freshservice is extremely easy to use for L1/L2 IT helpdesk Agents. Quite good value for money too. Perfect system ergonomy while using the main (basic) setup (Incident, Change, Problem, Project, Task, CMDB...)

Cons:

Quite often there are great ideas with poor implementation. Sometimes I am not sure if/how product team works with development. Sometimes more user testing would be needed.

Reasons for choosing Freshservice

Best score based on our internal research

Reasons for switching to Freshservice

Various systems being used across the company.

Read More

JK

Justin K.

Verified reviewer

Education Management

501-1000 employees

Used daily for more than 2 years

Review source

Reviewed May 2026

An all-in-one powerhouse

5

Overall, Freshservice has been an excellent IT service management solution for our team. Having our knowledge base articles, ticketing system, project management, and asset tracking all integrated into one centralized platform is incredibly convenient. It eliminates the need to jump between different tools, streamlining our workflows and keeping our IT operations organized. While the article text editor has room for improvement, the platform's comprehensive all-in-one nature far outweighs that minor hurdle.

Ratings Breakdown

4

Ease of use

4

Value for money

4

Customer support

5

Functionality

Pros:

What I like most about Freshservice is the seamless ability to link knowledge base articles directly to tickets. This feature significantly speeds up our resolution times and improves agent efficiency. Instead of manually searching or rewriting solutions, agents can quickly attach relevant documentation to a ticket with just a few clicks. It not only streamlines team collaboration but also empowers our end-users by providing them with clear, actionable self-service articles directly within their support requests.

Cons:

Formatting the knowledge base articles can be a little rough. The text editor can sometimes feel clunky or inconsistent when trying to align images, adjust fonts, or maintain clean styling across different articles. It requires a bit more manual tweaking than it should to get the articles looking exactly how we want them before publishing.

Reasons for switching to Freshservice

We switched from Zendesk because we needed an all-in-one software solution. Zendesk was good for ticketing, but we wanted a single platform that could seamlessly handle our knowledge base, asset management, and project management altogether without needing to bounce between different tools.

Read More

PB

Patan B.

Verified reviewer

Research

501-1000 employees

Used daily for more than 2 years

Review source

Reviewed June 2026

Customer Support and Customization

5

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

5

Ease of use

5

Value for money

5

Customer support

5

Functionality

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.

Read More

IO

Ifediora O.

Verified reviewer

Education Management

10000+ employees

Used daily for more than 2 years

Review source

Reviewed May 2026

User-Friendly, Customizable, and Cost-Effective ITSM Platform, but Need Improvement

5

My overall experience with Freshservice has been positive, particularly in terms of usability, flexibility, ticket management, customer support, and cost-effectiveness for IT Service Management.

Ratings Breakdown

5

Ease of use

5

Value for money

5

Customer support

4

Functionality

Pros:

Ease of use and customization. I’m not restricted to out-of-the-box configurations, and the licensing is cost-effective.

Cons:

A couple of features appear to be missing from the Assets module. For example, under Contracts, there’s currently no option to mark contracts as retired or archive them once they expire and no longer need renewal. Similarly, under Inventory, there’s no way to archive decommissioned assets to maintain a clean and current CMDB. I hope these features can be added in a future update.

Reasons for switching to Freshservice

Customisation, cost-effectiveness, and quick support.

Read More

Showing 1 - 10 of 760 Reviews

[See All Reviews](https://www.softwareadvice.com/help-desk/freshservice-profile/reviews/)

## Freshservice Popular Comparisons

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