# Freshservice Reviews **Vendor:** Freshworks **Category:** [IT Service Management Tools](https://www.g2.com/categories/it-service-management-itsm-tools) **Average Rating:** 4.6/5.0 **Total Reviews:** 1,335 ## About Freshservice Freshservice by Freshworks is an AI-powered ServiceOps platform built for modern enterprises that need to move fast without sacrificing control. By unifying ITSM, ITOM, IT asset management, and enterprise service management on a single platform with a shared data layer, Freshservice eliminates the tool sprawl and visibility gaps that slow teams down - creating one source of truth across services, assets, and infrastructure. IT teams get full visibility into their environment: automated discovery, a robust CMDB for impact analysis and root cause resolution, and streamlined incident, problem, change, and major incident management. Beyond IT, Freshservice extends seamlessly to HR, finance, and facilities - giving every business team the same consistent, efficient service experience without the complexity of separate tools. Freshservice comes with a natively embedded AI layer called Freddy AI, that helps agents resolve issues faster, automates employee service requests, and gives leaders the insights they need to make better decisions. The result isn't just faster service; it's a fundamentally more proactive operation that surfaces and resolves issues before they impact employees. ## Freshservice Pros & Cons **What users like:** - Users find Freshservice to be very **user-friendly and intuitive** , making ticket management easy and efficient. (229 reviews) - Users appreciate the **user-friendly interface** of Freshservice, enjoying its depth of features for various needs. (116 reviews) - Users appreciate the **powerful automation features** of Freshservice, simplifying complex tasks and optimizing workflow efficiency. (101 reviews) - Users appreciate the **ease of use and automated ticket routing** of Freshservice, enhancing team efficiency significantly. (101 reviews) - Users appreciate the **ease of ticket management** in Freshservice, significantly enhancing team efficiency and transparency. (92 reviews) - User Interface (83 reviews) - Intuitive (80 reviews) - Efficiency (74 reviews) - Users value the **seamless integrations** of Freshservice, enhancing operational efficiency and simplifying workflows significantly. (70 reviews) - Users value the **responsive customer support** of Freshservice, appreciating its helpfulness and effectiveness in resolving issues. (67 reviews) **What users dislike:** - Users express frustration over **missing features** and the costly limitations of Freshservice's licensing model. (83 reviews) - Users express frustration over **limited features** in Freshservice, noting missing quality-of-life enhancements compared to competitors. (56 reviews) - Users find **limited customization options** frustrating, requiring extensive work for desired branding and functionality improvements. (47 reviews) - Users find the **steep learning curve** of Freshservice challenging, especially when customizing and automating processes. (45 reviews) - Users face numerous **ticketing issues** with Freshservice, lacking essential features and experiencing frustrating limitations and inconsistencies. (44 reviews) - Users express frustration with the **limited functionality** of Freshservice, especially regarding account management and complex workflows. (38 reviews) - Users find the **reporting features inadequate** , lacking customization and efficiency, which impacts their overall experience. (30 reviews) - Poor Customer Support (29 reviews) - Expensive (27 reviews) - Feature Issues (27 reviews) ## Freshservice Reviews ### 1. Powerful Ticketing, SLAs, Automations, and Analytics That Boost Agent Organization **Rating:** 4.0/5.0 stars **Reviewed by:** Davi A. | Freshworks Tools Agent / App Developer, Small-Business (50 or fewer emp.) **Reviewed Date:** May 13, 2026 **What do you like best about Freshservice?** Ticket categories, Service Request, SLAs, Automator Flow, Analytics/Dashboard module, among others, greatly helped for greater agent organization, time management and Admin monitoring. It could be a little faster on the loading times, but the functionality makes up for it. Pricing can be steep the more agents onboard, but the support and Ai tools offered can be a plus if needed. API endpoint integrations also helps, along with the client portal allowing code customization for better visuals. **What do you dislike about Freshservice?** It could be a little faster on the loading times for pages/modules Pricing can be steep the more agents onboard, also for Ai tools. Analitycs module can be VERY lacking in customizations sometimes, compared to Power BI for example. Visuals can be cluttered sometimes. **What problems is Freshservice solving and how is that benefiting you?** Ticket creation, ticket categories, Service Request, SLAs, Automator Flow, Analytics/Dashboard module, among others, greatly helped for greater agent organization, time management and Admin monitoring. ### 2. Strong visibility and control, but takes effort to get it right **Rating:** 4.5/5.0 stars **Reviewed by:** Brooks A. | Chief Risk Officer, Financial Services, Mid-Market (51-1000 emp.) **Reviewed Date:** April 30, 2026 **What do you like best about Freshservice?** I’ve been using Freshservice for a while now in a risk and compliance-heavy lending environment, and the biggest win for me is visibility. We manage a mix of internal service requests, incident tracking, and asset oversight, and having everything tied together in one system makes a real difference. The CMDB is actually useful once it’s set up properly—it helps us understand downstream impact when something breaks, which matters a lot when you’re thinking about operational risk. I also like how structured the incident and change management workflows are. There’s enough flexibility to map them to how we operate without feeling like we’re forcing our process into a rigid tool. The automation side, especially with Freddy AI, is helpful for handling repetitive tickets and routing requests. It’s not perfect, but it cuts down manual effort and response time in a noticeable way. **What do you dislike about Freshservice?** Setup and initial configuration took more time than expected. Out of the box, it’s clean, but not fully aligned with how a financial services operation runs, especially with compliance layers involved. We had to spend a fair amount of time customizing workflows, permissions, and data structures to make it fit. **What problems is Freshservice solving and how is that benefiting you?** For us, the main problem was fragmented visibility across systems and inconsistent handling of service requests. Before Freshservice, different teams were using separate tools or even manual processes, which made it harder to track issues, assess risk impact, and maintain audit readiness. Now we have a more centralized view of incidents, assets, and service activity. That directly supports better risk oversight because we can trace issues back to systems, understand dependencies, and respond faster when something goes wrong. It also helps from a compliance standpoint since we have clearer records and more consistent workflows. ### 3. Freshservice Centralizes Requests, Assets, and Workflows with Useful Automation **Rating:** 4.0/5.0 stars **Reviewed by:** Carter B. | CEO and Founder, Financial Services, Small-Business (50 or fewer emp.) **Reviewed Date:** April 30, 2026 **What do you like best about Freshservice?** What stood out to me with Freshservice is how it pulls multiple moving parts into one place. Before this, we were juggling different tools for service requests, asset tracking, and internal workflows, which created gaps in visibility. Freshservice made it easier to centralize everything, especially with incident and change management. The interface is fairly clean and doesn’t feel overwhelming once you get used to it. I also found the automation side genuinely useful. Setting up workflows for recurring requests reduced a lot of manual back-and-forth between teams. Freddy AI is helpful in small ways like suggesting responses or categorizing tickets but I see it more as an assistant than something transformative. Integration-wise, we connected it with a few internal systems and didn’t run into major blockers, which made adoption smoother than expected. **What do you dislike about Freshservice?** The initial setup wasn’t as straightforward as I hoped. Getting the CMDB structured in a way that actually reflects real-world dependencies took time and some trial and error. If you don’t invest that effort early, the value drops quickly. **What problems is Freshservice solving and how is that benefiting you?** From my perspective leading operations and portfolio companies, the biggest issue was lack of visibility and consistency across internal service processes. Different teams handled requests differently, which made it harder to scale operations cleanly. Freshservice helped standardize how requests, incidents, and changes are handled across the organization. That consistency alone has reduced confusion and improved response times. It also gives better insight into where bottlenecks exist, which is valuable when you're trying to optimize processes across multiple teams or companies. ### 4. Complete ITSM and ESM platform with excellent usability, governance, and productivity gain **Rating:** 4.5/5.0 stars **Reviewed by:** Leandro A. | IT Leader, Enterprise (> 1000 emp.) **Reviewed Date:** May 15, 2025 **What do you like best about Freshservice?** Freshservice offers a complete solution for ITSM and ESM. As an administrator, I can configure practically any business process, with standardization and good governance practices. Requesters have a very positive experience, while agents highlight the ease of use (the learning curve for new agents is very low). Approvers benefit from the simplicity in approvals, via servicebot in Teams (in addition to the advantage of the licensing model not charging for approvers). For stakeholders, the main gains are in better structuring of processes, increased productivity, and clear visibility of operations through dashboards and analytical reports. **What do you dislike about Freshservice?** Freshservice has been constantly evolving, with new features being released frequently. The AI functionalities are promising, but we are still maturing their use to fully harness their potential in our context. **What problems is Freshservice solving and how is that benefiting you?** Freshservice has been generating a lot of value for all areas of the company, and we are advancing in integrations and automations to further increase employee productivity and satisfaction. ### 5. A Reliable and Intuitive Hub for Google Workspace Support **Rating:** 5.0/5.0 stars **Reviewed by:** Harshid N. | Business Solutions Engineer, Enterprise (> 1000 emp.) **Reviewed Date:** July 07, 2023 **What do you like best about Freshservice?** Having used Freshservice for over three years to manage Google Workspace support, I find its automation and user interface to be its strongest assets. Efficiency Boosters: The auto-assignment feature ensures tickets land in the right hands immediately, while canned responses have significantly cut down our resolution time for repetitive Workspace queries. User Experience: The interface is clean and intuitive. It’s very easy to jump into a ticket and see its history. Deep Visibility: I particularly value the ability to review old tickets handled by other agents. The filtering system is robust—being able to sort by requester, time period, or specific closing dates makes reporting and tracking much smoother. **What do you dislike about Freshservice?** The mobile app is functional, but it doesn't feel as powerful or fluid as the desktop version when replying to tickets on a mobile device. **What problems is Freshservice solving and how is that benefiting you?** Freshservice solves the problem of ticket chaos and manual overhead. Before, it was difficult to track who was handling which Google Workspace request. Now, with auto-assignment, tickets are instantly routed to the right agent, and canned responses allow us to resolve common issues in seconds. This has benefited me by significantly reducing my manual workload and allowing me to maintain a high resolution rate without feeling overwhelmed. ### 6. Transformed Our Management with Integration and Flexibility **Rating:** 4.5/5.0 stars **Reviewed by:** Lucas R. | Analista II, Enterprise (> 1000 emp.) **Reviewed Date:** May 13, 2026 **What do you like best about Freshservice?** Currently, we are using Freshservice for comprehensive management of our environment, which includes business areas such as HR and Marketing. The main advantage is that we can now centralize information that was previously segregated across various portals. I really like the ease of integrating other tools into it and the flexibility it offers. Additionally, Freshservice helps us automate tasks that were previously manual, such as the automatic creation of users. We also managed to integrate it with SCCM for automatic software installation via PowerShell orchestration. The initial implementation was quite easy, done by a partner vendor. **What do you dislike about Freshservice?** The ticket routing that currently cannot be configured within the catalog, which forces us to create it via flow automation. Within the catalog item, there should be a field for me to define the group that the ticket will open in that catalog. **What problems is Freshservice solving and how is that benefiting you?** Freshservice solves our problem of centralizing information. Now, everything is in the service center. With it, we automate previously manual tasks, such as the automatic creation of users. ### 7. Essential for IT Management with Strong Integrations **Rating:** 4.5/5.0 stars **Reviewed by:** Ricardo B. | Coordenador de TI, Enterprise (> 1000 emp.) **Reviewed Date:** May 14, 2026 **What do you like best about Freshservice?** I like Freshservice because of the incident management and handling, especially when used together with Fred. It also helps a lot with the API integrations that we have implemented. The change management part is very good, and that is something that really stands out for us. The initial setup was smooth and easy with the help of Bravo, and then our support team took over. I also find the Freshservice app part very good in terms of integrations. **What do you dislike about Freshservice?** What could be improved is related to the CMDB, where there used to be a way of not costing non-manageable items, and now I already use this cost for non-manageable items. So, one point that could have this type of improvement is related to CMDB licenses. **What problems is Freshservice solving and how is that benefiting you?** Freshservice helps me with integrations via API, facilitating the management of incidents and changes in an integrated manner. ### 8. Less friction, better context, faster resolutions **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Newspapers | Enterprise (> 1000 emp.) **Reviewed Date:** May 12, 2026 **What do you like best about Freshservice?** What I appreciate most about Freshservice is how little friction it puts between me and the work. The agent interface is clean and intuitive, search returns what I'm actually looking for, and integrated asset management gives me real context on every ticket. Workflows, approvals, and the service catalog are easy to build and maintain, and reporting answers my questions out of the box without forcing me to fight the query builder. **What do you dislike about Freshservice?** My biggest frustration with Freshservice is around integrations and sync behavior with external systems. The Jamf connector, for example, is additive-only and doesn't propagate deletions, so stale records accumulate and require periodic manual cleanup to keep inventory accurate. Beyond that, some of the deeper customization and reporting capabilities feel constrained at this tier, occasionally forcing workarounds rather than clean solutions. **What problems is Freshservice solving and how is that benefiting you?** Freshservice has consolidated our ticketing, asset management, and service catalog into one platform, which has eliminated a lot of the context-switching and manual reconciliation we used to deal with. Tickets now carry the full picture of the requester and their hardware, which speeds up troubleshooting and reduces back-and-forth. Workflow automation handles routine approvals and routing that used to require manual triage, freeing up agent time for higher-value work. The cleaner agent experience and usable reporting have also made it easier to measure where we're spending time and where we can improve, so the benefit isn't just faster resolutions but better visibility into the service we're delivering. ### 9. Solid ITIL-aligned platform that brought much-needed structure to our scaling operations **Rating:** 4.0/5.0 stars **Reviewed by:** Sophia M. | CEO, Computer Software, Mid-Market (51-1000 emp.) **Reviewed Date:** February 19, 2026 **What do you like best about Freshservice?** As a CEO, I don't get the chance to use every tool we implement on a daily basis, but I am intensely focused on the outcomes they deliver. What I appreciate most about Freshservice is the immediate visibility it has given me into our IT operations. Before, understanding our support burden, project progress, or asset lifecycle was a matter of pulling reports from disparate spreadsheets and asking my CTO for a summary. Now, with Freshservice's intuitive dashboards, I can get a real-time, high-level view of our entire IT posture in seconds. It's transformed IT from a perceived cost center into a data-driven function that I can clearly see enabling our entire company's productivity. The platform feels modern and light-years ahead of the clunky, on-premise systems we used in the past. **What do you dislike about Freshservice?** While the core functionality is excellent, we have found some of the more advanced customization options to be less flexible than we initially hoped. For instance, tailoring certain reports to show very specific, non-standard data points required some workarounds. **What problems is Freshservice solving and how is that benefiting you?** Freshservice is fundamentally solving the problem of IT fragmentation and the lack of accountability that comes with it. We were using a patchwork of different tools for ticketing, asset management, and project management, which created data silos and made it difficult to track performance. This patchwork was also becoming a security concern, as we couldn't guarantee all our devices and software were properly managed. ### 10. Freshservice Helps Streamline HR Service Delivery Across Our Logistics Network **Rating:** 4.0/5.0 stars **Reviewed by:** Caleb V. | HR Manager, Logistics and Supply Chain, Mid-Market (51-1000 emp.) **Reviewed Date:** February 18, 2026 **What do you like best about Freshservice?** What has been most impactful for us is the service portal. Creating a single, user-friendly front door for all employee inquiries has dramatically improved our internal processes. Our team can easily submit tickets for anything HR-related, and the automation capabilities mean requests are instantly routed to the right person. For example, new hire paperwork and system access requests now trigger automated tasks, which has cut our onboarding time significantly. The reporting dashboards are also excellent; I can now easily track request volumes, resolution times, and employee satisfaction, which gives us concrete data to improve our services. **What do you dislike about Freshservice?** While the platform is very powerful, the initial setup and configuration required a dedicated effort from our team. We have specific workflows that differ slightly from the standard offerings, and tailoring them to fit our logistics and HR processes took some time and a bit of trial and error. **What problems is Freshservice solving and how is that benefiting you?** Freshservice is solving the core problem of fragmented and untrackable service requests. Before Freshservice, an employee's question could easily get lost in an email inbox, leading to delays and frustration. Now, every request is logged, visible, and accountable. This transparency is a huge benefit. It allows me to ensure our team is responsive and allows us to spot recurring issues that might point to a larger problem, like a confusing policy or a need for additional training. Ultimately, it has elevated the HR department’s capability, allowing us to be more proactive and strategic rather than just reactive to a constant stream of individual requests. Our frequency of use is daily, and the integration with our Active Directory for user synchronization was a key feature that has saved us countless hours of manual data entry. ### 11. Powerful Automation and Customization, Focus on Operational Efficiency **Rating:** 4.5/5.0 stars **Reviewed by:** Thiago M. | Analista de Ativos ITAM, ITSM e ESM , Enterprise (> 1000 emp.) **Reviewed Date:** May 14, 2026 **What do you like best about Freshservice?** I like the power of automation and customization of Freshservice, as well as the efficiency in asset resolution and management. We managed to automate in the asset management area and create renewal reminder workflows for licenses. We customized forms for renewal requests and sequences for software approval. The ease of initial setup was also good, with initial support from Bravo and then we were able to do it ourselves with a certain degree of ease. **What do you dislike about Freshservice?** The Contract Management section has a basic setup without much customization and without the ability to use workflows. I would like a ticket to be created automatically to renew a contract. Have more reminder options for renewal, automations of automatic workflows. **What problems is Freshservice solving and how is that benefiting you?** Freshservice reduced the ticket handling time, organized asset management, and eliminated manual processes. Automation and customization improve efficiency, facilitating license renewal reminders and software approval. ### 12. Centralization and Automation that Increase Productivity **Rating:** 5.0/5.0 stars **Reviewed by:** Richard Z. | Head of Solutions, Small-Business (50 or fewer emp.) **Reviewed Date:** May 05, 2026 **What do you like best about Freshservice?** I like the ease of creating services, customizing fields, and especially the user-friendly construction of automation workflows in Freshservice. This allows us to continuously adjust our support, improving our services and saving time with automated processes, such as approval workflows. Additionally, I found the initial setup of Freshservice extremely easy. **What do you dislike about Freshservice?** The project management module can be more robust and needs the fields to be more customizable, in addition to the reports allowing for greater control. **What problems is Freshservice solving and how is that benefiting you?** Freshservice centralizes requests from employees and customers in a practical and intuitive way. Thus, we can continuously improve our services and save time with automated processes. ### 13. Streamlined Our IT Operations with Ease **Rating:** 4.5/5.0 stars **Reviewed by:** Uriel A. | IT Systems Administrator, Mid-Market (51-1000 emp.) **Reviewed Date:** April 15, 2026 **What do you like best about Freshservice?** I like Freshservice because it's easy to use and is such a robust system that it continuously exceeds our expectations when it comes to customization to meet our company's needs. It automates ticket assignment, account provisioning, approval workflows, and resolution note generation. The AI agent uses knowledge from our knowledge base effectively. It also pulls in user data from our IdP to keep requester information up-to-date. This makes our agents' jobs easier and allows them to be more intentional with their time, and fulfillment of requests is simpler. It saves us time in the long run. The initial setup was quick, taking less than 2 days to reach the same level we had with Zoho Desk. **What do you dislike about Freshservice?** Some of their built-in apps in the marketplace aren't maintained so they don't always work. **What problems is Freshservice solving and how is that benefiting you?** Freshservice automates ticket assignment, account provisioning, workflows, and keeps user data updated, making it easier for agents and saving us time. ### 14. Streamlined Operations with Insightful Analytics **Rating:** 5.0/5.0 stars **Reviewed by:** Alexander H. | Mid-Market (51-1000 emp.) **Reviewed Date:** April 14, 2026 **What do you like best about Freshservice?** I like the sheer quantity of analytical data that I can produce in seconds with Freshservice, which helps in making good decisions about resourcing and structuring our Central Services departments. The initial setup of Freshservice was very straightforward, and the support we receive is superb. **What do you dislike about Freshservice?** It's a shame that we can't make our portal as bespoke as we'd like. We want it to be different for external and internal users but can't make all of the changes we'd like to. We would want the system to check the email address of the user and if it's internal, it displays a specific title and wording, whereas if the user isn't logged in, or is logged in without an internal email address, it displays a completely different title and wording. We can edit the workspaces they have access to, but that's about it. **What problems is Freshservice solving and how is that benefiting you?** Freshservice tackles inefficiencies in Central Services' responses, provides easy analysis of workloads and efficiency, and automates processes. It delivers vast analytical data quickly, aiding in sound decision-making for resource management and departmental structuring. ### 15. Freshservice Unified Our Operations and Delighted Our Staff **Rating:** 5.0/5.0 stars **Reviewed by:** Nolan R. | Chief Maintenance Officer, Facilities Services, Small-Business (50 or fewer emp.) **Reviewed Date:** January 20, 2026 **What do you like best about Freshservice?** What I value most about Freshservice is how it has professionalized service delivery across our entire chain, creating a single source of truth for every request. The intuitive, consumer-grade portal has been a game-changer for our non-technical staff; trainers and front-desk employees can now report a broken air conditioner or a software issue with the same ease as ordering something online, which has led to widespread adoption. The out-of-the-box workflows for facilities and IT management allowed us to launch quickly, bringing immediate structure to processes that were once entirely ad-hoc. Furthermore, the integrated IT Asset Management module has given us, for the first time, complete visibility and control over our entire inventory of equipment—from exercise machines to network hardware—enabling us to shift from costly reactive repairs to strategic, proactive maintenance. **What do you dislike about Freshservice?** The primary challenge was the initial design phase to mold the platform to our specific hybrid of IT and physical asset management. While flexible, configuring the service catalog, approval chains, and SLAs to seamlessly handle everything from a leaky faucet ticket to a corporate software rollout required careful planning. For a lean operations team, fully leveraging the advanced AI and automation features to their potential is an ongoing journey. It demands a dedicated investment of time to configure and trust the system's predictive insights, which can be a stretch when managing day-to-day firefights across multiple locations. **What problems is Freshservice solving and how is that benefiting you?** Freshservice is directly solving our core problem of operational fragmentation and invisible workload. Before implementation, service requests were trapped in a black hole of emails, text messages, and walk-up conversations, leading to missed issues, frustrated employees, and no way to measure our team's efficiency or asset lifecycle costs. This platform has eradicated that chaos by centralizing all communicationinto a single, trackable, and accountable system. The benefit for me is twofold: strategic and operational. Operationally, my team's productivity has soared with clear, automated work queues, and employee satisfaction has increased because everyone receives timely status updates. Strategically, I now have a powerful data engine to analyze trends, forecast equipment failures, and definitively demonstrate the ROI and business-critical value of our maintenance and IT departments to executive leadership. ### 16. Helpful Inventory and User Assignment Make Troubleshooting Fast **Rating:** 5.0/5.0 stars **Reviewed by:** Reggie R. | Lead IT Project Coordinator, Enterprise (> 1000 emp.) **Reviewed Date:** April 16, 2026 **What do you like best about Freshservice?** The inventory feature has been very helpful. We’re able to assign both hardware and software to users, which makes it much easier to troubleshoot issues when they come up. Having the user’s information already available also helps us resolve problems more quickly. **What do you dislike about Freshservice?** Some features aren’t fully customizable. Rather than the software supporting our existing process, we end up having to adjust the process to fit the software. **What problems is Freshservice solving and how is that benefiting you?** Freshservice provides a full-service, one-stop support portal for users. From IT to facilities to HR, users can rely on a single portal to request the help they need and get directed to the right team. ### 17. Much-Improved End-User Experience with Frequent Freshservice Updates **Rating:** 4.5/5.0 stars **Reviewed by:** R K M. | IT Customer Service Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** May 06, 2026 **What do you like best about Freshservice?** Freshservice has provided a much-improved end-user experience for our employees compared with our previous solution. Our new agents can also get up and running on Freshservice in less time. Each month, there are many updates to the application, which helps keep things feeling current and continually improving. **What do you dislike about Freshservice?** Took a while to get used to using the API to perform certain tasks that in some other applications, is built into the UI. **What problems is Freshservice solving and how is that benefiting you?** Freshservice helps us manage the incredible amount of tickets we injest each month, for multiple internal service departments ### 18. Seamless Setup and Effective Integrations Elevate Freshservice **Rating:** 4.5/5.0 stars **Reviewed by:** Brad M. | IT Systems Engineer II, Information Technology and Services, Mid-Market (51-1000 emp.) **Reviewed Date:** April 02, 2026 **What do you like best about Freshservice?** I like that Freshservice offers a lot of opportunity to collaborate with other people, thanks to its widespread use. We have many external resources that make it really useful, and there are a lot of great integrations. The ability to integrate with NinjaOne to bring in alerts has been really helpful since they added that. The initial setup of Freshservice was very simple, with a lot of hand-holding and support provided, which made the process quick and straightforward. My previous experience with similar tools also helped us to get it done pretty quickly, within a month or two. **What do you dislike about Freshservice?** I think maybe the time tracking could have some automation. Some of the project stuff is still a little green, and asset management could be better. **What problems is Freshservice solving and how is that benefiting you?** Freshservice helps tackle disorganization by centralizing requests and offers great collaboration opportunities through its widespread use and integrations. ### 19. User-Friendly ITSM for Ticketing & Automation, but Pricing and Extra Modules Add Friction **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Marketing and Advertising | Mid-Market (51-1000 emp.) **Reviewed Date:** April 28, 2026 **What do you like best about Freshservice?** It’s very user-friendly and lightweight, which makes it easy for a small IT team to administer. Creating automations and notifications is straightforward. It’s also excellent for core IT functions such as ticketing, inventory, and change control. **What do you dislike about Freshservice?** There’s a heavy push for AI integration and unnecessary modules for our use case. At the same time, pricing has gradually crept up, and it seems closely tied to the addition of features we don’t need. **What problems is Freshservice solving and how is that benefiting you?** We needed a relatively low-cost ticketing management and implementation platform that could tie into inventory control, with occasional features like change management and product lifecycle tracking. We also wanted something that could integrate with our project management platforms. Freshservice covers these needs without requiring us to buy separate platforms for each one. ### 20. Clean interface **Rating:** 4.5/5.0 stars **Reviewed by:** Baldeep B. | Senior Engineer, Small-Business (50 or fewer emp.) **Reviewed Date:** August 20, 2021 **What do you like best about Freshservice?** It's well laid out. The request numbers are simple to remember for customers. Template emails are easily configurable. **What do you dislike about Freshservice?** Some of the admin settings would be useful if they had import options. Some reports don't allow scheduling to email as CSV/PDF. Template emails don't allow you to store your company number (from the portal). This 1 placeholder should be added in the future (fingers crossed). **What problems is Freshservice solving and how is that benefiting you?** Raising tickets for the same task using a template request. Helped save time repeating new requests for multiple customers (like staff member joining/leaving) ### 21. Streamlined Ticket Management, User-Friendly Automation **Rating:** 5.0/5.0 stars **Reviewed by:** Sam A. | Desktop Support Engineer, Computer Software, Mid-Market (51-1000 emp.) **Reviewed Date:** May 06, 2026 **What do you like best about Freshservice?** I really appreciate the great user interface of Freshservice, which makes it easy to use. The dynamically updating fields and the workflow rules are fantastic for automation purposes. I also find the reporting and widgets really helpful for monitoring metrics, which keeps me informed about the important details. **What do you dislike about Freshservice?** Mostly works fine, the workflow rule automation for more complicated tasks can be quite difficult to setup or is limited with the options available for certain scenarios. **What problems is Freshservice solving and how is that benefiting you?** Freshservice allows users to raise tickets themselves and maintains a recorded conversation, enhancing ticket management. The user interface is great, with dynamic fields and workflow automation saving time. Reporting and widgets effectively monitor metrics, improving my experience. ### 22. All-in-One Solution That Simplified Our Workflow and Cut Costs **Rating:** 4.5/5.0 stars **Reviewed by:** Wesley D. | IT Systems Administrator, Enterprise (> 1000 emp.) **Reviewed Date:** November 22, 2025 **What do you like best about Freshservice?** I really appreciate the wide range of features available in Freshservice. We switched from a competitor who charged us more while offering fewer features. With Freshservice, we've managed to consolidate three separate apps into a single platform, which has not only reduced our costs but also made things much simpler for our team, since we now only need to use one place to get our work done. We also really enjoy the app marketplace, this was a game changer for us and made Freshservice even better due to the ease of integration between it and other apps. **What do you dislike about Freshservice?** Although having many features is beneficial, I found that it can make the software less intuitive for newcomers. When we first started using it, understanding everything was a bit challenging. However, after spending considerable time researching and experimenting, we managed to figure out how all the features work. **What problems is Freshservice solving and how is that benefiting you?** As our company moves to the Cloud, Freshservice has addressed several challenges we faced with our tools being on-premises. Thanks to the app marketplace, we managed to migrate much of our workflow into Freshservice using the workflow Automator. This not only enabled us to make the transition but also helped us streamline entire processes. As a result, our team now spends less time on certain tasks and can focus their efforts on other productive activities. ### 23. Compact, Efficient, but Needs Better Customization **Rating:** 4.5/5.0 stars **Reviewed by:** Mayank J. | Global IT Service Delivery Manager, Enterprise (> 1000 emp.) **Reviewed Date:** April 08, 2026 **What do you like best about Freshservice?** I like Freshservice's compact and friendly user interface, as it supports faster onboarding and reduces resolution time, which are really helpful in our daily operations. The 24/7 customer support is another aspect I appreciate because it provides immediate help during outages and ensures faster issue resolution. Additionally, it offers better visibility for our tasks, making it easier to manage our IT, HR, and Finance operations. **What do you dislike about Freshservice?** Limited customization. Reporting and Analytics could be stronger. Workarounds instead of clean processes. Reduced alignment with business processes. User experience limitations. Initial setup got delayed due to failed integration. **What problems is Freshservice solving and how is that benefiting you?** I use Freshservice for ticketing, reporting, and asset management. It offers faster onboarding, reduced resolution time, better visibility, and immediate help during outages. ### 24. Highly Customisable, Well-Developed System with Useful Integrations **Rating:** 4.0/5.0 stars **Reviewed by:** Jordan M. | Senior IT Engineer, Medical Devices, Mid-Market (51-1000 emp.) **Reviewed Date:** May 06, 2026 **What do you like best about Freshservice?** Freshservice is a well-developed system with many useful integrations and excellent customisability. **What do you dislike about Freshservice?** There’s a steep learning curve at the start, and it took a lot of custom workflows to get it to where we wanted it. **What problems is Freshservice solving and how is that benefiting you?** I’ve saved a lot of time with the automations and workflows, and fewer tasks get forgotten thanks to scheduled tickets. The built-in asset management has also been very helpful. ### 25. Effortless Setup and User-Friendly IT Portal **Rating:** 4.0/5.0 stars **Reviewed by:** Rob E. | IT, Mid-Market (51-1000 emp.) **Reviewed Date:** May 12, 2026 **What do you like best about Freshservice?** I like Freshservice for its ease of configuration compared to our previous system, Jira. The setup is fairly easy and easily expandable. It works fast, the UI is easily navigable, and end-users prefer it over Jira. The Freshservice portal also allows users to provide more detailed IT requests, which helps smoothen the process. **What do you dislike about Freshservice?** Nothing **What problems is Freshservice solving and how is that benefiting you?** I use Freshservice to regain control over our IT system and procedures. It's easily configurable and expandable compared to Jira, and its fast, user-friendly UI is preferred by end-users, making the IT request process smoother. ### 26. Streamlined Our Internal Operations, Freeing Us to Focus on Core Product Development **Rating:** 5.0/5.0 stars **Reviewed by:** James W. | Head of Marketing, Computer Software, Small-Business (50 or fewer emp.) **Reviewed Date:** October 16, 2025 **What do you like best about Freshservice?** My team's efficiency is the most important thing as the Head of Marketing at a software company. Although I am not part of the IT department, the Freshservice implementation by the operations team was great and the impact of the department was very positive from the first moment. The main highlight of the product is its ease of use; filing tickets for whatever it is, be it graphic design requests or new software access, is absolutely straightforward through the portal. Thanks to the automated ticket routing, our requests are handed over to the right person or team without any waiting time. I employ it regularly, and the openness it offers, which lets me know the status of my team's requests, has been a great change from which internal emails and meetings for follow-ups have been largely eliminated. **What do you dislike about Freshservice?** While the number of features is impressive, the initial setup for some of the more advanced workflow automations required considerable effort from our IT lead. For a smaller company without a dedicated admin, this could be a hurdle. Furthermore, while generally responsive, we did experience a delay in customer support resolution for a complex integration question early on. It was eventually solved, but the initial response time was slower than we had hoped. **What problems is Freshservice solving and how is that benefiting you?** Essentially, Freshservice has been the key to untying the tangled mess of erratic, internally unstructured requests. My marketing team was using a horrible mix of email, Slack messages, and impromptu conversations to get the support they needed from IT, design, and other internal functions before the implementation of Freshservice. It was a time when tickets were getting lost, priorities were unclear, and what was in progress was difficult to track. Freshservice made the system more orderly and brought accountability. The big win for me and my team is a huge jump in operational clarity. We are less involved in the game of chasing people for updates and more engaged in high-value marketing work. This efficient method has an immediate positive impact on our productivity and a great deal of freedom to support the company's growth at a faster pace, knowing that our internal dependencies are under control. ### 27. Freshservice Streamlined Support with Automation and Easy Office 365 Integration **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** May 07, 2026 **What do you like best about Freshservice?** Freshservice has improved our resolution times and helped us handle urgent requests more effectively. It’s been amazing to see how much of our workflow we’ve been able to automate, and it has made our day-to-day support process smoother overall. Eeasy to intergrate with our tenant in office 365. It made onboarding users fast and painless across our teams. Easy navigation and cost was perfect! **What do you dislike about Freshservice?** The projects and analytics features are a bit cumbersome to use. **What problems is Freshservice solving and how is that benefiting you?** Help us resolve our IT support issues. ### 28. Intuitive and Reliable for Team Management **Rating:** 4.0/5.0 stars **Reviewed by:** Hamzah S. | Mid-Market (51-1000 emp.) **Reviewed Date:** March 16, 2026 **What do you like best about Freshservice?** I like that Freshservice is pretty easy to use and is a robust platform. It's quite reliable, and I haven't really noticed any bugs. It's much easier to configure than ServiceNow, which I appreciate. The initial setup was also fairly straightforward and intuitive, taking me only a few hours, and it was in a usable state in about two or three days where I was able to go live. **What do you dislike about Freshservice?** I don't know. Maybe, if they offer some kind of nonprofit product, that'd be quite useful. **What problems is Freshservice solving and how is that benefiting you?** Freshservice keeps all our requests centralized, logged, accountable, and tracked. We use it to create forms for raising requests and capturing requirements. ### 29. Very good Product **Rating:** 4.0/5.0 stars **Reviewed by:** Rob J. | IT Support Technician, Mid-Market (51-1000 emp.) **Reviewed Date:** April 11, 2025 **What do you like best about Freshservice?** The time it takes to get used to Freshworks when you implement it is straightforward, It is nice and easy to implement and get the process of the ground. The user base is very easy to use and getting the system to how you like it is very nice. This is now used every day by our IT teams and the integration is being considered by other departments. **What do you dislike about Freshservice?** The backened system is quite hard to understand, There customer support is very script based and doesnt help in all cases. **What problems is Freshservice solving and how is that benefiting you?** Implemented a very good IT system and helped us massivly in IT. ### 30. Works great! Love **Rating:** 5.0/5.0 stars **Reviewed by:** Derek W. | Director Of Innovation, Mid-Market (51-1000 emp.) **Reviewed Date:** November 16, 2023 **What do you like best about Freshservice?** Super helpful services. Integrates well with our existing systems **What do you dislike about Freshservice?** Getting started took a bit, but they were helpful in getting it onboarded. **What problems is Freshservice solving and how is that benefiting you?** We're using it for helpdesk management and love it. Great integration and customer facing. ### 31. Efficient ITSM platform with great automation and asset tracking **Rating:** 5.0/5.0 stars **Reviewed by:** Navojith Shankar G. | Information Technology Engineer, Mid-Market (51-1000 emp.) **Reviewed Date:** October 01, 2025 **What do you like best about Freshservice?** Freshservice offers a clean and intuitive interface that makes managing IT tickets and service requests incredibly easy. The automation features save a lot of time by streamlining repetitive tasks, and the asset management module helps us keep track of hardware and software efficiently. Integration with tools like Azure AD and Slack is seamless, and onboarding workflows are well-structured. **What do you dislike about Freshservice?** While the platform is powerful, the reporting and analytics features could be more flexible and customizable. Sometimes, the dashboard takes time to load when there are a large number of tickets. **What problems is Freshservice solving and how is that benefiting you?** Freshservice helps us streamline IT support operations by centralizing ticket management, automating repetitive tasks, and improving visibility into service requests. It has significantly reduced response times and improved SLA compliance. The onboarding workflows and asset tracking features have made employee transitions smoother and more efficient. Overall, it has enhanced our team's productivity and improved user satisfaction across departments. ### 32. Easy to Use, Everything Under One Roof **Rating:** 4.0/5.0 stars **Reviewed by:** Jeff M. | IT Manager/Network Administrator, Mid-Market (51-1000 emp.) **Reviewed Date:** May 07, 2026 **What do you like best about Freshservice?** Easy to use and his everything under one roof. **What do you dislike about Freshservice?** Would like to have more overall customization options. **What problems is Freshservice solving and how is that benefiting you?** Breaks down siloed communication between departments and keeps a single source of truth for IT-related tasks and issues. ### 33. Free Help Desk Setup with Clear, Helpful Documentation **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** May 18, 2026 **What do you like best about Freshservice?** Its free service is good enough to get started with a professional help desk setup. The documented guidelines are clear and make my work easier. **What do you dislike about Freshservice?** I think they should include some premium features in the lower-tier plans, and even offer a few of them in the free version. That way, users can get more familiar with Freshservices, and overall adoption would increase significantly. **What problems is Freshservice solving and how is that benefiting you?** Tickets amd knowledgebase. ### 34. Streamlined IT Operations with Powerful Automation **Rating:** 5.0/5.0 stars **Reviewed by:** Stefan D. | Senior System Analyst, Information Technology and Services, Enterprise (> 1000 emp.) **Reviewed Date:** March 17, 2026 **What do you like best about Freshservice?** I use Freshservice as our main ITSM tool. I appreciate its easy ticketing and powerful automation features, which reduce manual work and help keep issues organized and easy to track. I like the clean interface that simplifies daily tasks. I also found the initial setup very easy, thanks to their support team. **What do you dislike about Freshservice?** limited reporting, that is the only issue **What problems is Freshservice solving and how is that benefiting you?** I use Freshservice to centralize IT operations, manage tickets, and automate workflows, which improves response times and visibility into assets. It reduces manual work and keeps issues organized with a clean interface that simplifies daily tasks. ### 35. Great Ticket Organization, But Needs Better Folder and Snooze Options **Rating:** 2.5/5.0 stars **Reviewed by:** Maria A. | Procure to Pay Specialist, Accounting, Enterprise (> 1000 emp.) **Reviewed Date:** October 21, 2025 **What do you like best about Freshservice?** I like the variety of options available for organizing tickets, such as tags, categories, due dates, and urgency levels. I also find it helpful that it allows me to save canned responses, even with attachments included. **What do you dislike about Freshservice?** I find it frustrating that the system doesn't let you save tickets in separate folders or snooze them. This becomes especially problematic when you have more than 50 tickets, as it makes it hard to manage them efficiently. As a result, some tickets may go unattended for days, which is a significant drawback. **What problems is Freshservice solving and how is that benefiting you?** Our company started using Freshservice to get a better idea of the number of requests we receive daily and how long it takes us to resolve them. It has helped us track our metrics and improve our monthly goals ### 36. Easy Setup, but Support Lacks Quality **Rating:** 0.5/5.0 stars **Reviewed by:** Justin C. **Reviewed Date:** November 21, 2025 **What do you like best about Freshservice?** I like Freshservice because it's straightforward and fairly easy to use. The interface is clean and makes navigating various IT service tasks uncomplicated. I appreciate that Freshservice is a large platform encompassing a diverse range of IT service needs, from asset management to purchase order management, which helps solve a variety of problems efficiently. Additionally, I value its capabilities in handling tasks like ticketing, asset management, and PO management. Even though I currently don't utilize all its features like project, task, or change management, I appreciate that these options are available, should I choose to leverage them in the future. Overall, it functions fairly well for the tasks I require it to handle. **What do you dislike about Freshservice?** I am really disappointed with the limitations of Freshservice, which aren't apparent until you try to use the product in a more complex manner. It's frustrating that these limitations become evident only at that point. However, the most significant issue for me is the poor account management and support from Freshservice. Often when I contact support, they are unable to articulate how their product should work or they open a ticket that can remain unresolved for nine months without any substantial answers. The initial deployment also took quite a while because of various issues and the inadequate support received, which added to the difficulty. Overall, the lack of knowledgeable support makes it difficult to utilize the product effectively. **What problems is Freshservice solving and how is that benefiting you?** I use Freshservice for IT help desk needs. It simplifies asset and PO management and provides automation. I like its straightforward UI and diverse features for IT service management, solving a variety of problems within one platform. ### 37. Versatile Helpdesk Solution with Room for Improvement **Rating:** 4.5/5.0 stars **Reviewed by:** Matt G. | IT Officer/Director, Enterprise (> 1000 emp.) **Reviewed Date:** November 20, 2025 **What do you like best about Freshservice?** I love Freshservice for its versatility in supporting multiple departments beyond just IT, especially for ticketing and support, which has been incredibly beneficial for our organization as we've expanded its use. The ability to customize its submission board to fit the specific needs of different departments stands out, making it highly adaptable. I also appreciate the built-in features such as canned responses and FAQ capabilities, which enhance communication and support efficiency. The automation capabilities that streamline various workflows significantly contribute to improved productivity. Furthermore, I found the initial setup of Freshservice to be very easy; the single sign-on feature worked perfectly on the first attempt, which was a relief and made onboarding straightforward. **What do you dislike about Freshservice?** I think that the journey model could be improved, as some of the functionalities from the old onboarding module are missing. Even though it's a new model, there's room for enhancement, and I hope it continues to evolve. Sometimes, email authentication doesn't work properly and requires workarounds, which could be streamlined for a more seamless setup experience. **What problems is Freshservice solving and how is that benefiting you?** I find Freshservice helps us stay organized with user requests and improves our support communication. Its versatility allows adaptation across multiple departments, and features like customizable boards, canned responses, and automation of workflows enhance efficiency. ### 38. Simplicity and Cost Make Freshservice a Top Choice **Rating:** 5.0/5.0 stars **Reviewed by:** Race V. | Implementation Consultant **Reviewed Date:** November 20, 2025 **What do you like best about Freshservice?** I love Freshservice for its simplicity, especially for agents and administrators navigating the ticketing and service catalog. This straightforwardness makes managing tasks much easier and less time-consuming. I also find it very simple to initially set up, which saves us a lot of effort and resources right from the start. Additionally, the product stands out for ticketing and price, making it the best option available right now based on these factors. When it comes to recommending Freshservice, I would give it a 10, as it offers an excellent blend of features and affordability. **What do you dislike about Freshservice?** I find the 'Journeys' feature to be problematic due to persistent bugs, making it a real headache. Additionally, it's frustrating when it's necessary to run it by the clients we install for, likely because the bugs complicate the process and reflect poorly during client interactions. **What problems is Freshservice solving and how is that benefiting you?** I find Freshservice provides simplicity for agents and administrators in ticketing and service catalogs, making it a top choice for its ticketing capabilities and price. ### 39. Easy to Customize with Powerful Automation **Rating:** 5.0/5.0 stars **Reviewed by:** Gerard C. | IT Service Delivery Manager, Enterprise (> 1000 emp.) **Reviewed Date:** April 14, 2026 **What do you like best about Freshservice?** It’s easy to customise to suit my workflow and offers a high level of automation. For example, I can add a member to a mailing list or grant access to folders on network drives. **What do you dislike about Freshservice?** Nothing in particular. That said, I’d like to see some of Freshdesk’s features incorporated into Freshservice. **What problems is Freshservice solving and how is that benefiting you?** Ticket automation helps agents be more productive, which supports meeting SLAs and improves customer satisfaction. Freddy AI optimizes resource allocation by leveraging ticket deflection for routine inquiries. ### 40. Easy-to-Navigate UI with Helpful, Non-Intrusive AI Automation **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Marketing and Advertising | Mid-Market (51-1000 emp.) **Reviewed Date:** May 06, 2026 **What do you like best about Freshservice?** The UI is easy to navigate, and the settings options are clear and straightforward. The AI automated features aren’t too intrusive, but they’re still genuinely helpful when you need them. **What do you dislike about Freshservice?** Occassionaly, there have been issues using 3rd party apps and integrations where those apps need updates or reconfiguration, but there is no clear notification for this. **What problems is Freshservice solving and how is that benefiting you?** It helps with day-to-day issue management and asset management. ### 41. Effortless Implementation and Adaptability for IT Teams **Rating:** 4.5/5.0 stars **Reviewed by:** Adriano P. | IT Director, Mid-Market (51-1000 emp.) **Reviewed Date:** November 12, 2025 **What do you like best about Freshservice?** This product is very straightforward to implement and use. It is highly adaptable to the needs of IT teams, supporting all the key processes. Additionally, it offers some useful integrations with other tools. **What do you dislike about Freshservice?** The platform would benefit from a feature that allows for remote access capabilities. Additionally, the portal could be improved to be more adaptable. I have also noticed that some forms are restrictive when it comes to data entry, as they lack the option to integrate a table as a field within Service Requests. **What problems is Freshservice solving and how is that benefiting you?** Freshservice is a fundamental tool that supports a wide range of IT processes. It goes beyond just ITSM, also assisting with IT budgeting and compliance. ### 42. Mobile service requests **Rating:** 5.0/5.0 stars **Reviewed by:** Alejandro M. | Bilingual Medical Interpreter, Hospital & Health Care, Mid-Market (51-1000 emp.) **Reviewed Date:** February 08, 2026 **What do you like best about Freshservice?** What I like the most is how you can get updates on the go about your service ticket on your mobile device, which I find very helpful **What do you dislike about Freshservice?** I actually have not had any issues, and that is priceless **What problems is Freshservice solving and how is that benefiting you?** It is helping me streamline service requests by chatting with a representative if my request is urgent, and if not I can just send it and receive updates online. ### 43. Modern, Intuitive, and Powerful – Freshservice Gets It Right **Rating:** 5.0/5.0 stars **Reviewed by:** Dov H. | Project Manager, Enterprise (> 1000 emp.) **Reviewed Date:** July 31, 2025 **What do you like best about Freshservice?** Freshservice offers an intuitive, modern interface that’s easy for both agents and end users to navigate. The modular structure makes it adaptable for different departments, not just IT — and features like workflow automator, custom forms, and service catalog are straightforward to configure. The ability to create separate workspaces for different teams with role-based access has made it much easier to decentralize support while maintaining consistency. Plus, the integration ecosystem (especially with tools like Jira, Slack, and Google Workspace) is solid. **What do you dislike about Freshservice?** Licensing complexity can be confusing — especially distinguishing between IT agents and business agents, which impacts cost and access to features. Some advanced reporting and analytics features require a higher-tier plan, and form field management can become messy without strong internal process control. Occasionally, updates roll out without enough documentation or notice, which can create friction. **What problems is Freshservice solving and how is that benefiting you?** Freshservice has helped us centralize support across multiple departments, standardize request handling, and automate workflows. It’s improved response times, accountability, and made it easier to scale support as we grow. ### 44. Essential Tool for Our Daily IT Operations **Rating:** 4.5/5.0 stars **Reviewed by:** Guy J. | Vice President, Enterprise (> 1000 emp.) **Reviewed Date:** July 30, 2025 **What do you like best about Freshservice?** Freshservice is intuitive and easy to use, both for our team and our end users. Implementation with other services is relatively straightforward, and Freshservice offers a broad range of integrations that suit our ecosystem well. We rely on it daily for everything from ticket support to change management, and it’s become a core part of our workflow. Customer support is central to our operations, and Freshservice supports that need exceptionally well. **What do you dislike about Freshservice?** Occasionally, we run into limitations with the API and workflow automations, especially when trying to implement more complex scenarios. However, these areas continue to improve with each update, and it’s clear that the product team is actively listening to user feedback. **What problems is Freshservice solving and how is that benefiting you?** Freshservice helps us centralise and manage all incoming IT requests efficiently, providing clear visibility and accountability across our team. It supports our full ITIL-based processes, from incident and problem management to changes and service requests. The built-in automation and workflows reduce manual effort, allowing our agents to focus on higher-value tasks. As a result, we’re resolving issues faster, improving service consistency, and delivering a better overall experience to our end users. ### 45. Powerful, Feature-Packed, and Easy to Use **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Telecommunications | Enterprise (> 1000 emp.) **Reviewed Date:** April 07, 2026 **What do you like best about Freshservice?** It’s a powerful tool packed with useful features, and it’s easy to use. **What do you dislike about Freshservice?** sometimes it takes a littlebit to load all my work load or filters that im applying but once they are loaded works great **What problems is Freshservice solving and how is that benefiting you?** It helps us create and generate reports automatically, instead of doing them manually, which used to take too long. ### 46. Intuitive Ticket Management, Needs UI Enhancements **Rating:** 5.0/5.0 stars **Reviewed by:** Preetham . N. | Product Support Associate, Mid-Market (51-1000 emp.) **Reviewed Date:** February 04, 2026 **What do you like best about Freshservice?** I like that Freshservice is simple to use. There's not much complication, and it's very intuitive. I also appreciate the ticketing feature, which allows us to create tickets internally, especially for approvals from higher management. **What do you dislike about Freshservice?** I feel the UI of the service could be improved a little bit as it's very plain, and it could be made more colorful with smooth animations. **What problems is Freshservice solving and how is that benefiting you?** I use Freshservice to manage internal tickets, simplifying requests for access, hardware, or approvals. ### 47. Automations that revolutionize IT and HR **Rating:** 5.0/5.0 stars **Reviewed by:** Roberto M. | MDR L1, Small-Business (50 or fewer emp.) **Reviewed Date:** December 19, 2025 **What do you like best about Freshservice?** your automations that solve a lot of things, both in IT and Human Resources **What do you dislike about Freshservice?** at the moment there are problems obtaining signatures that are only signed once **What problems is Freshservice solving and how is that benefiting you?** its ability to automate everything now with just 1 click generates a personnel action, does inventory just by installing the client on the machine, and it's all super easy ### 48. Freshservice review **Rating:** 4.5/5.0 stars **Reviewed by:** Vikram P. | SR SME, Information Technology and Services, Mid-Market (51-1000 emp.) **Reviewed Date:** September 25, 2025 **What do you like best about Freshservice?** -Ease of use -GUI is good and informative. -Good customer support -Integrates with GWP makes life easy. -Asset tracking with the tickets. -Asset management. -Option to create an individual workplace. -As I use this day in and out, it's beneficial to have brief information and tiles for ticket status and responses. **What do you dislike about Freshservice?** The setting page can be more refined, and the task automation is complicated. **What problems is Freshservice solving and how is that benefiting you?** It has refined the ticketing system and made it easier to manage and maintain the records. Integration with multiple apps gives easy access and ticket updates. Setting pane can be more refined . ### 49. Usability on Freshservice **Rating:** 5.0/5.0 stars **Reviewed by:** Anderson F. | Project Management, Small-Business (50 or fewer emp.) **Reviewed Date:** May 27, 2025 **What do you like best about Freshservice?** As a project manager, I consider Freshservice an essential tool for managing projects and tickets. Its highly customizable setup allows for efficient task management, ensuring organization and productivity. Additionally, the intuitive interface, automation features, and detailed reports are extremely positive aspects. The integration with other tools and customer support are also key differentiators that make Freshservice an excellent choice for internal management. **What do you dislike about Freshservice?** While Freshservice is a robust and reliable platform, some users report minor limitations, such as the need for more customization options in certain workflows and the lack of some advanced reporting features. Additionally, the initial setup can be somewhat complex, requiring extra time for adaptation. However, these aspects do not significantly affect the overall experience with the platform **What problems is Freshservice solving and how is that benefiting you?** Here's the translated response for the Freshservice review on G2: What business problems is Freshservice helping to solve? Freshservice has been essential in improving project and ticket management within the company. It optimizes processes, reduces incident response time, and ensures greater efficiency in team communication. Additionally, its automation simplifies the resolution of recurring issues, minimizing manual intervention and enhancing overall productivity. How is Freshservice benefiting you? The platform provides an organized environment for managing tasks and tickets, offering better visibility and control over projects. Its intuitive interface and detailed reports support decision-making, ensuring that demands are efficiently addressed. Integration with other tools is also a strong point, enabling a more agile and connected workflow. Is Freshservice moving in the right direction? Yes. The platform's continuous evolution and ability to adapt to users' needs demonstrate that it is on a positive path. Ongoing improvements in automation and customization make the tool even more efficient for project and internal service management. ### 50. Intelligent and Robust Customer Interaction Tool **Rating:** 5.0/5.0 stars **Reviewed by:** Shyamal C. | Manager, Apparel & Fashion, Mid-Market (51-1000 emp.) **Reviewed Date:** May 22, 2025 **What do you like best about Freshservice?** I've been using Freshdesk for a while now, and it has truly streamlined the way we handle customer support. It offers an intuitive interface and a suite of modern tools that make managing support effortless. One of the standout features is how it consolidates tickets from various channels—email, social media, and phone—into a single workspace, ensuring our team stays organized and responsive. The integrations have also been a game-changer, saving us time and improving efficiency. Overall, Freshdesk has been a reliable and user-friendly solution that has significantly enhanced our customer service experience. **What do you dislike about Freshservice?** There are a few aspects that could be improved. The associated subscription cost is a bit on higher side, especially since some advanced features are locked behind higher-tier plans. Additionally, more customization options are required for business needs. **What problems is Freshservice solving and how is that benefiting you?** Freshworks has helped to tackle some of the biggest concerns in customer support. It helped in segregating emails, social media messages, chat, and phone. Freshdesk simplified by pulling everything into one page, so teams don’t have to waste time switching between different platforms. Customer data download Compilation. Freshdesk’s reporting and analytics tools make it easier to spot trends, measure performance, and fine-tune support strategies. From a user’s perspective, these features make a real difference—faster responses, better segregation, and smoother interactions with customers. Freshdesk makes customer support feel a lot more friendly. ## Freshservice Discussions - [What is Freshservice used for?](https://www.g2.com/discussions/what-is-freshservice-used-for) - 3 comments, 1 upvote - [will you have an on premise solution?](https://www.g2.com/discussions/26729-will-you-have-an-on-premise-solution) - 2 comments, 1 upvote - [Can we have access to our database to do some development](https://www.g2.com/discussions/24919-can-we-have-access-to-our-database-to-do-some-development) - 2 comments, 1 upvote - [How has your experience been with Freshservice support?](https://www.g2.com/discussions/how-has-your-experience-been-with-freshservice-support) - 12 comments, 1 upvote - [I would wish to lean more about this amazing software in depth.](https://www.g2.com/discussions/i-would-wish-to-lean-more-about-this-amazing-software-in-depth) - 1 comment, 1 upvote - [View Freshservice pricing details and edition comparison](https://www.g2.com/products/freshservice/reviews?section=pricing&secure%5Bexpires_at%5D=2026-06-03+02%3A26%3A15+-0500&secure%5Bsession_id%5D=325d3895-2be0-4ba9-97e8-e5e513f70705&secure%5Btoken%5D=bf7c53e3ddbcf37fb753443bb765ccb3aeba4257654617d95f8aaa5c302ac422&format=llm_user) ## Freshservice Integrations - [ADP Workforce Now](https://www.g2.com/products/adp-workforce-now/reviews) - [Amazon Connect](https://www.g2.com/products/amazon-connect/reviews) - [ClickUp](https://www.g2.com/products/clickup/reviews) - [Device42, A Freshworks Company](https://www.g2.com/products/device42-a-freshworks-company/reviews) - [FreshChat](https://www.g2.com/products/freshworks-freshchat/reviews) - [Freshdesk](https://www.g2.com/products/freshdesk/reviews) - [Freshsales](https://www.g2.com/products/freshsales/reviews) - [Google Workspace](https://www.g2.com/products/google-workspace/reviews) - [GoTo Connect](https://www.g2.com/products/goto-connect/reviews) - [Jamf](https://www.g2.com/products/jamf/reviews) - [Jira](https://www.g2.com/products/jira/reviews) - [ManageEngine Endpoint Central](https://www.g2.com/products/manageengine-endpoint-central/reviews) - [Microsoft Entra ID](https://www.g2.com/products/microsoft-entra-id/reviews) - [Microsoft Intune Enterprise Application Management](https://www.g2.com/products/microsoft-intune-enterprise-application-management/reviews) - [Microsoft Teams](https://www.g2.com/products/microsoft-teams/reviews) - [Okta](https://www.g2.com/products/okta/reviews) - [PowerShell Studio](https://www.g2.com/products/powershell-studio/reviews) - [Rocketlane](https://www.g2.com/products/rocketlane-corp/reviews) - [Slack](https://www.g2.com/products/slack/reviews) - [WaitWell](https://www.g2.com/products/waitwell/reviews) - [Zoom Phone](https://www.g2.com/products/zoom-zoom-phone/reviews) ## Freshservice Features **Ticket and Case Management** - Ticket creation user experience - Ticket response user experience - Workflow - Response Automation - SLA Management - Attachments/Screencasts - Ticket Collaboration - Customer and Contacts Database **Administration** - Change Management - Asset Management - Reports & Analytics **Monitoring** - Constant Monitoring - Timely Alerts - TIcket Accuracy - AI Monitoring **Asset Inventory** - Hardware Asset Inventory - Software Asset Inventory - Cloud Asset Inventory - Mobile Asset Inventory - Asset Discovery **Generative AI** - AI Text Summarization **Generative AI** - AI Text Generation **Incident Management** - Automate Ticket Routing - Ticket Prioritization - Ticket Notifications - Knowledge Base - Knowledge Base/Ticket Integration **Self-Service Experience** - Knowledge Base - Searchable Articles - Community Forums - Mobile Optimization - Personalization **Analysis** - Threat Detection **Service Desk** - Help Desk - Incident Reports - Process Workflow **Management Tools** - Ticket Assignment - Standardization - Lifecycle Visualization **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Generation **Agentic AI - IT Alerting** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Reporting** - Dashboards - Time Tracking - Surveys **Self-Service Platform** - Branding - Automation - Artificial Intelligence - Integrations **Platform** - Unified Communications Platform - Remote Access - ITIL Policy Compliance - Asset Tracking - IT Knowledge Management **Management** - Reporting - Administration Console - Access Management - Asset Management - Policy Dictation **Generative AI** - AI Text Generation - AI Text Summarization **Agentic AI - Help Desk** - Autonomous Task Execution - Natural Language Interaction - Proactive Assistance **Agentic AI - IT Asset Management** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Access & Usability** - Mobile - Self Service - Active Directory - Multi-Channel Access **Security** - Endpoint Protection - Patch Management - Disaster Recovery - Service Management - Workflow Management **Functionality** - Ticketing System - Performance Logging - Alerting - Automation **Agentic AI - Service Desk** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Agentic AI - Customer Self-Service** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Agentic AI - Incident Management** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Communication Channels** - Customer Portal - Email to Case - Chat/Live Support - Social Integration - Voice **Agentic AI - Enterprise IT Management** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Agentic AI - IT Service Management (ITSM) Tools** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Platform** - Mobile User Support - Customization - User, Role, and Access Management - Integration - Reporting - Dashboards **Management** - Central Dashboard - Asset Policy Management - Risk Management - Integrations ## Top Freshservice Alternatives - [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) - 4.3/5.0 (951 reviews) - [Vivantio](https://www.g2.com/products/vivantio/reviews) - 4.3/5.0 (294 reviews) - [NinjaOne](https://www.g2.com/products/ninjaone/reviews) - 4.7/5.0 (4,268 reviews)