--- title: "Freshservice Software Reviews, Demo & Pricing - 2026" description: "Review of Freshservice Software: system overview, features, price and cost information. Get free demos and compare to similar programs." source_url: "https://www.softwareadvice.com/psa/freshservice-profile/" page_type: "product" language: "en" --- [Home](https://www.softwareadvice.com/) / [Help Desk Software](https://www.softwareadvice.com/help-desk/) / Freshservice 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 [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 4.6 [(783)](https://www.softwareadvice.com/help-desk/freshservice-profile/reviews/) FrontRunner 2026 Pricing Starting at $19.00 per user 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 4.6 [(783)](https://www.softwareadvice.com/help-desk/freshservice-profile/reviews/) Ratings Breakdown - 4.59Ease of use - 4.44Value for money - 4.55Customer support - 4.34Functionality Pricing Starting at $19.00 per month Get Price Alternative Product [Zendesk Suite](https://www.softwareadvice.com/product/26892-Zendesk/) 4.4 [(4089)](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 [(3467)](https://www.softwareadvice.com/crm/freshdesk-profile/reviews/) Ratings Breakdown - 4.48Ease of use - 4.41Value for money - 4.49Customer support - 4.34Functionality 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 [MaintainX](https://www.softwareadvice.com/cmms/maintainx-profile/) 4.8 [(1055)](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 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 ## Freshservice Pros and Cons We analyzed 783 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 4.6 Ratings Breakdown 5 62% 4 33% 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 James W. Verified reviewer Higher Education 51-200 employees Used daily for more than 2 years Review source Reviewed July 2026 Great IT Ticketing System 5 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 5 Ease of use 5 Value for money 5 Customer support 5 Functionality 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 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 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 LF Lex F. Verified reviewer Logistics and Supply Chain 5001-10000 employees Used daily for more than 2 years Review source Reviewed May 2026 Freshservice is now boosting its AI features for ITSM 4 Last year, I have rated Freshservice with below expectation ratings due to restricted platform customization. However, this year the platform made significant improvements and their enhancements sky-rocketed our agent and user experience. Ratings Breakdown 5 Ease of use 4 Value for money 3 Customer support 3 Functionality Pros: 1\. ease of use, and its ready-to-use functionalities 2. they have seamless updates every month with no disruption or downtime 3. their self-service portal is now AI-generated response enabled Cons: 1\. no access to back-end tables 2. if the functionality is not available, there is no way for customization. you have to wait for a feature enhancement Reasons for choosing Freshservice The alternatives were not suited for our use cases. Reasons for switching to Freshservice The license cost is too expensive Needs more than two platform admin Platform upgrades requires too much efforts 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 EG Ekta G. Verified reviewer Information Services 501-1000 employees Used daily for less than 2 years Review source Reviewed July 2026 A powerful, game-changing helpdesk that streamlined our entire workflow 5 Switching over to Freshservice has been a massive upgrade for our daily IT operations. It brings everything - from asset management to customer support, into one clean, easy-to-use workspace. Our team actually enjoys using it, and the return on investment in terms of sheer efficiency has been well worth it. Ratings Breakdown 5 Ease of use 5 Value for money 5 Customer support 5 Functionality Pros: The ticket management and automation features are absolute lifesavers. Setting up routing rules and automated workflows took very little time compared to our old system, which drastically cut down our first-response times. Cons: Honestly, the initial setup and customization options can feel a bit overwhelming. There are so many modules and configurations that it took our team a couple of weeks to fully wrap our heads around everything. Read More JM Jeki M. Verified reviewer Information Services 201-500 employees Used daily for more than 2 years Review source Reviewed July 2026 Four Years In, Still Earns Its Keep 5 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 5 Ease of use 4 Value for money 3 Customer support 5 Functionality 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. Read More KP Kiran P. Verified reviewer Information Services 201-500 employees Used daily for more than 2 years Review source Reviewed July 2026 Steady, Dependable, Just Works 5 Been steady for us, plain and simple. No surprises, no random hiccups, tickets move where they need to go and stay tracked the whole way through. Notifications keep us in the loop, reporting gives a decent snapshot when we need one. Only real ask would be more room to customize things - outside of that, it's been a dependable part of how we run support now. Ratings Breakdown 5 Ease of use 5 Value for money 5 Customer support 5 Functionality Pros: Gotta say, the ticket side of things just clicks. You open it up, tickets are where they're supposed to be, priorities make sense, and you're not spending half your morning untangling some mess from the day before. Switched from a system that felt like it was fighting me at every step, so this was a genuine relief. Cons: If there's a downside, it's flexibility. Wanted to set a few things up our own way - certain fields, a couple workflows - and kept running into "this is just how it works" moments. Nothing that breaks the deal, but it'd be nice to bend the tool instead of the tool bending us. Read More PP Pankaj P. Verified reviewer Information Services 201-500 employees Used daily for more than 2 years Review source Reviewed July 2026 Gets The Job Done Right 5 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 5 Ease of use 4 Value for money 4 Customer support 4 Functionality 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. Read More Showing 1 - 10 of 783 Reviews [See All Reviews](https://www.softwareadvice.com/help-desk/freshservice-profile/reviews/) ## Freshservice Popular Comparisons [Zendesk Suite vs Freshservice](https://www.softwareadvice.com/compare/26892-Zendesk/vs/436317-freshservice/)[Freshdesk vs Freshservice](https://www.softwareadvice.com/crm/freshdesk-profile/vs/freshservice/)[Milvus vs Freshservice](https://www.softwareadvice.com/help-desk/freshservice-profile/vs/milvus/)[MaintainX vs Freshservice](https://www.softwareadvice.com/help-desk/freshservice-profile/vs/maintainx/)[LiveAgent vs Freshservice](https://www.softwareadvice.com/help-desk/freshservice-profile/vs/liveagent/)[Supremo Remote Desktop vs Freshservice](https://www.softwareadvice.com/help-desk/freshservice-profile/vs/supremo/)[Zoho Desk vs Freshservice](https://www.softwareadvice.com/help-desk/freshservice-profile/vs/zoho-desk/)[JIRA Service Management vs Freshservice](https://www.softwareadvice.com/help-desk/freshservice-profile/vs/jira-service-management/)[ServiceNow vs Freshservice](https://www.softwareadvice.com/compare/27432-ServiceNow/vs/436317-freshservice/)[SysAid vs Freshservice](https://www.softwareadvice.com/help-desk/freshservice-profile/vs/sysaid-it-crm/)[Atera vs Freshservice](https://www.softwareadvice.com/help-desk/atera-profile/vs/freshservice/)[ManageEngine ServiceDesk Plus vs Freshservice](https://www.softwareadvice.com/help-desk/freshservice-profile/vs/manageengine-servicedesk-plus/)[TeamDynamix vs Freshservice](https://www.softwareadvice.com/help-desk/freshservice-profile/vs/teamdynamix/) [Compare All Alternatives](https://www.softwareadvice.com/help-desk/freshservice-profile/alternatives/) ## Other Top Recommended Help Desk Software [NinjaOne](https://www.softwareadvice.com/remote-support/ninjarmm-profile/) **4.7** (294) Recently recommended **10** times [Zendesk Suite](https://www.softwareadvice.com/product/26892-Zendesk/) **4.4** (4089) Recently recommended **7** times [SysAid](https://www.softwareadvice.com/crm/sysaid-it-crm-profile/) **4.5** (522) Recently recommended **6** times [ChangeGear](https://www.softwareadvice.com/it-service/changegear-profile/) **4.0** (51) Recently recommended **5** times Stuck Between Options? 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